Support Policy

This support policy regulates user assistance TemplateMonster Marketplace provides to all clients, authors, and affiliates. Using our website, you automatically agree to the following terms. If you do not agree with any of this document's statements, please contact us  before using our website, any of its pages, folders, and subdomains. We have the right to change our support policy without prior notice. Therefore, we advise all users to regularly check this page regularly and stay aware of its latest version.

1. General Information

This policy explains support-related questions and defines issues covered by free and premium customer support plans. Further, we will describe them in detail and cover support time, means, and request types.

2. Support Time

2.1. Free support

The General free support plan covers all purchased digital items, except services. Every Marketplace customer has the right to get free support during the first 6 (six) months starting from the purchase date. The purchase date is the date the customer creates the purchase order.*

*The support term can expire even if the client purchased the product but didn't download it from the admin panel or has not used it for some time after completing the order.

2.2. Extended support

You can prolong your free support time for another 6 (six) months by purchasing a corresponding offer with the product.*

After purchasing the offer, you get additional 6 (six) months of technical support covered by section 5 of this policy. Please choose the *Extend support* checkbox on the product page and proceed to checkout to purchase this offer. Thus you will get extended support at the best price available.

You can also extend the support of your product after the free support expiration. Please note that the offer's price will be higher in this case.**

We calculate the price as a percentage of the product's initial cost. It is determined when you order an extended support offer in the % ratio from the current product price. To see how it works, check the illustration below.

With initial item purchase

Support Upgrade


of the product's price

During active support time

Support Extension


of the product's price

Support expired

Support Renewal


of the product's price

*You can purchase this offer only if the product's author has agreed to prolong support for the item and if it is in stock at the time of purchase.

**The extended support offer is not subject to a refund.

3. Product Documentation and Technical Support

All items on the Marketplace have accurate product documentation that includes:

  • general product information;
  • installation instructions (if applicable);
  • frequently asked questions regarding the use of the product.

Please make sure to check item documentation before contacting technical support.*

*Technical support team has the right to suggest the client check the related product documentation without opening a ticket request if the customer's question is related to general product information, installation, or FAQ without giving an exact answer during their communication.

4. Support Channels

4.1. 24/5 General support chat

Product support is provided by theme author solely. Marketplace general assistance chat aims at assisting with simple questions that do not need long and complex troubleshooting.

*Chat support agent availability depends on the number of active live sessions.

4.2. Ticket system

Ticket system service is available Monday through Friday* and aims to resolve complex product issues by Marketplace authors. If you have related inquiries, please contact an author from the Downloads section of your account.

*Regular response time is 24 hours after the request. Actual response time may vary depending on the complexity of the issue and the number of active support sessions.

**Marketplace authors take full responsibility for supporting their in-stock products and providing prompt and efficient responses.

5. Requests Covered by Technical Support

Please keep in mind that all items need a different set of software requirements.* Every person has a different set of skills, but as a client, you should understand that you need to have at least basic skills of working with corresponding software to edit the item successfully.

Please make sure to check item documentation carefully before contacting technical support.

Our free tech support plan covers the following points.

General chat support**:

  • information on item updates;
  • installation instructions;
  • ticket status update.

Ticket support:

  • bug reports;
  • complex template-related issues that require more extensive troubleshooting.

*Exact list of software compatibility is described on the item`s page. Please, make sure to check it before making the purchase.

6. Requests NOT Covered by Technical Support

Technical support does not cover the following requests:

  • items installation;
  • items customization;
  • hosting, server configuration issues;
  • generating extra CSS rules;
  • assistance with code editing and locating the code for editing;
  • making any changes to the client’s website;
  • website speed and performance optimization;
  • updates implementation;
  • 3rd party scripts/extensions implementation;
  • issues with/caused by 3rd party extensions;
  • engine-related issues.

Those can be performed by yourself or by TemplateMonster Service Center  techs for an additional fee. These plans also include the service for troubleshooting issues that are not related to the template, for example, those caused by the engine or third-party modules.

7. Support Language

  1. Authors create all items` documentation in English.
  2. The technical support team and Marketplace authors handle support requests in English.

8. Author and Affiliate Support

8.1. Author support

The free support plan does not cover any author-related questions, i.e., item upload issues, author`s payment withdrawal, etc. For all author-related matters, please contact the appropriate department at

8.2. Affiliate support

The free support plan does not cover any affiliate-related questions. i.e., commission withdrawal, traffic statistics, promotional materials, etc. For all affiliate-related matters, please contact the appropriate department at

9. MonsterONE Item Support

To learn all the details of MonsterONE item support services please refer to the corresponding section on MonsterONE website. Please note that MonsterONE company reserves the right to change or modify the terms and conditions without prior notice.

Our company reserves the right to change or modify the support terms without prior notice. For more details about the website use, check our Privacy Policy and Terms and Conditions.