At WPBay, we believe support should be clear, respectful, and reliable. Our marketplace connects developers with customers who rely on their plugins and themes to power their websites. This policy outlines what you can expect after purchasing a product on WPBay.
What Support Covers
Support is provided directly by the developer or vendor of the product you purchased. While support practices may vary slightly between sellers, we ask all vendors on WPBay to commit to a baseline of care. This includes:
- Helping with installation or configuration issues
- Clarifying how specific features work
- Resolving bugs or unexpected behavior, when reproducible
- Providing access to updates if your license or plan includes them
Support is not intended to replace custom development, nor does it cover services like server setup, WordPress configuration, or modifications to the product outside its original scope.
What’s Not Included
Support does not include customization requests, third-party conflicts, or issues that stem from your hosting environment or unrelated plugins or themes. If you need extended help beyond what the vendor offers, you may need to hire a developer or purchase premium services if available.
How to Request Support
To request support, go to the Downloads section in your WPBay account. From there, you’ll find a Support button next to any product you’ve purchased. This will open a support form where you can describe the issue, select the type of request (such as “Technical Issue” or “Request a Refund”), and upload any relevant screenshots.
We recommend being as specific as possible in your message. This helps the developer resolve your issue faster.
Response Times
Each vendor manages their own support queue. While response times can vary, we ask sellers to reply within 48 business hours whenever possible. If a vendor is consistently unresponsive, our team will step in to review the situation.
Refund Requests
If your issue cannot be resolved, and you believe you’re eligible for a refund, you can indicate this in the support form or review our Refund Policy for more details. Refunds are handled by the vendor, unless there is a violation of WPBay’s marketplace rules.
Escalations
If you’ve submitted a ticket and haven’t received a response within five business days, or if you feel a vendor has not followed fair support practices, you may contact the WPBay team directly. We’ll review your case and work to ensure it’s resolved appropriately.
A Note on Respect
We ask all parties to maintain professionalism and respect in communication. Misuse of the support system – including spam, harassment, or abusive behavior – may result in the suspension of support privileges or access to the WPBay marketplace.