Support instructions
At Templio, we aim to provide our customers with a seamless and dependable experience when purchasing and using themes from our platform. This Support Policy outlines the scope, availability, and limitations of customer support for themes purchased through Templio. By purchasing a theme from us, you agree to the terms of this policy.
1. Scope of Support
Our support covers assistance with:
- Theme Installation Guidance
Step-by-step guidance on how to install purchased themes on supported platforms such as Shopify or WordPress. - Licensing & Updates
Information regarding license validity, theme updates, and access to the latest versions.
2. What’s Not Included
Our support does not cover:
- Custom Modifications
Requests for design changes, custom coding, or adding features not included in the theme. - Third-Party Plugin/App Conflicts
Issues caused by third-party apps, plugins, or extensions not bundled with the theme. - Hosting, Server, or Domain Issues
Problems related to server setup, hosting environments, email delivery, or domain registration. - Content Uploading
Adding products, blogs, images, or custom content to your site. - Extensive Training
Tutorials, courses, or full-scale training beyond the standard documentation. - Basic Setup & Configuration
Help in setting up the theme according to its default features and layouts, including navigation, homepage sections, and demo content (if provided by the theme developer). - Feature Clarifications
Explanation of how specific theme features work, such as sliders, banners, forms, or product displays. - Bug Reporting
Collecting and escalating theme-related bugs to the original theme developer for resolution.
3. Support Channels
Customers can request support via:
- Email Support – Available at contact@templio.com
- Help Center – Access FAQs, guides, and documentation anytime.
- Report a Problem Form – For bugs or urgent theme-related issues.
We recommend attaching screenshots, order details, and a detailed description of the issue when raising a request.
4. Support Availability
- Standard Response Time: 24–48 business hours.
- Business Hours: Monday to Friday, 10:00 AM – 6:00 PM IST.
- Holidays: Support is unavailable on national and gazetted holidays in India.
5. Theme Updates
- Updates are released by the original theme developers.
- Templio ensures customers have access to the latest available version of their purchased theme.
- Customers are responsible for safely updating their websites and maintaining backups.
6. Refunds & Cancellations
- Refunds are governed by our Refund Policy.
- Refunds are not applicable if the theme has already been downloaded and used, unless there is a verified technical defect that cannot be resolved.
7. Liability
Templio acts as a reseller of themes and does not claim ownership of the original source code or development. Our role is to provide a bridge between customers and developers by ensuring proper access, support, and updates.
We are not liable for direct or indirect damages caused by theme usage, improper installation, or conflicts with third-party software.
8. Governing Law
This Support Policy is governed by the laws of India, specifically under the jurisdiction of Delhi courts.
