Support Policy

SUPPORT POLICY

WooLinker.com — Plugin Support Policy
Valid from: 01 February 2026

1. Introduction

This Support Policy explains how technical support is provided for WooLinker.com WordPress and WooCommerce plugins.

Support is available to customers holding a valid license for the respective digital product, unless otherwise specified on the product page.

This policy complements our Terms & Conditions, License Policy, Refund Policy, and Privacy Policy.

2. Support Channels

Support is available in:

  • English
  • Romanian

All support requests must be submitted via:

📩 [email protected]

Requests submitted through other channels may not receive priority support.

3. Response Time (Service Level)

We aim to respond to support requests within:

Maximum 48 business hours

Business hours:

  • Monday to Friday
  • Excluding public holidays

Response time refers to the first qualified response, not necessarily full resolution.

Complex technical issues may require additional investigation time.

4. Scope of Support

Support may include:

  • Plugin installation guidance
  • Activation and licensing assistance
  • Configuration help
  • Troubleshooting plugin-related issues
  • Compatibility checks with supported WordPress/WooCommerce versions
  • Bug identification and confirmation
  • Fixes delivered via plugin updates where applicable
  • Assistance with downloads or account access

Support is provided by the plugin developer or authorized technical staff.

5. Supported Technical Environment

WooLinker plugins are designed for modern WordPress production environments, including:

  • Latest stable WordPress versions
  • Latest stable WooCommerce versions
  • WooCommerce HPOS (High-Performance Order Storage) compatibility where stated
  • WooCommerce legacy order storage compatibility where stated
  • PHP versions supported by WooCommerce, including PHP 8.x environments depending on hosting configuration

Plugins are developed using:

  • Official WooCommerce public APIs
  • WooCommerce CRUD object methods
  • WordPress Coding Standards
  • Modular, update-safe architecture.

6. What Support Does Not Include

Support does not cover:

  • Custom development or feature implementation
  • Full website debugging unrelated to the plugin
  • Issues caused by nulled, cracked, or unauthorized software
  • Problems caused by heavily modified themes or custom code
  • Server administration, hosting configuration, caching, or firewall setup
  • Troubleshooting unrelated third-party plugins beyond basic compatibility checks
  • Custom CSS, UI design, or visual adjustments
  • Training or consulting outside documented functionality.

7. Requirements for Support Requests

To facilitate efficient support, please include:

  • Order number or license key
  • Plugin name and version
  • WordPress version
  • WooCommerce version (if applicable)
  • PHP version
  • Clear description of the issue
  • Screenshots or error logs when relevant
  • List of active plugins if compatibility issues are suspected

Incomplete requests may delay response times.

8. Updates and Bug Fixes

If a confirmed bug exists within our plugin code:

  • A fix will be prioritized based on severity
  • Updates will be distributed through official channels
  • Customers with active licenses will receive update access.

9. License Status and Support Access

Support availability depends on license status:

  • Active license → full support access
  • Expired license → limited or no support depending on product terms

Plugins may continue functioning after license expiration, but updates and support may not be available.

10. Fair Use and Conduct

We reserve the right to limit or refuse support in cases of:

  • Abusive or inappropriate communication
  • Attempts to bypass licensing mechanisms
  • Redistribution or unauthorized use of plugins
  • Excessive or unreasonable support demands unrelated to plugin functionality.

11. Liability Disclaimer

Support is provided on a best-effort basis.

We cannot guarantee:

  • compatibility with all third-party plugins or themes
  • compatibility with unsupported server environments
  • resolution of issues caused by external software.

This does not affect mandatory consumer rights under applicable law.

12. Policy Updates

This Support Policy may be updated periodically to reflect:

  • technical changes
  • operational improvements
  • legal requirements.

The latest version will always be published on this page.

13. Contact

For support inquiries:

📩 [email protected]
TER22 AREA S.R.L.
Iași, Romania