Welcome to the MultiVendorX support policy. This document outlines the assistance we provide to customers, authors, and affiliates.

By using our website, you agree to the terms outlined below. If you do not agree with any part of this policy, please contact us at contact@multivendorx.com  before using the site or any of its services. Please note that this policy may be updated without prior notice, so we recommend checking this page regularly for any changes.

This policy defines the scope of support provided through both free and premium plans. It explains:

• Support hours and response time expectations
• What is and isn’t included in support
• Where and how to seek help

Free Support Access

Every MultiVendorX user-whether using the free or pro version-receives complimentary support during the installation period.

• Support Hours: Monday to Friday, 10:00 AM – 8:00 PM IST (UTC +5:30)
• Closed on: Indian public holidays
• Purchase Date: Considered as the date the plugin is downloaded

We provide equal support to both free and pro users. However, support response time may vary depending on complexity.

Each MultiVendorX plugin or theme includes complete documentation covering:

• Product overview
• Installation instructions
• Frequently asked questions

Before contacting support, we recommend reviewing the documentation, as many common queries are already answered there.

24/5 General support chat

Product support is provided by the MultiVendorX support team solely. Through the support forum, you will receive assistance with simple questions that do not need long and complex troubleshooting. We try to answer each question as quickly as possible, but response time can sometimes take up to 24 hours during business days and 48 hours during weekends/holidays.

With over 15, 000 downloads, we have received a whole range of support questions. Chances are the question you are about to ask has already been asked, debated, and replied to earlier. Please search the forum before you actually choose to post a new thread.

We offer pre-sales support via live chat and technical assistance exclusively through our Support Forum.

Support is not provided through Facebook, WhatsApp, Twitter, phone, or any other third-party platforms. Our social communities are meant for open discussions and idea-sharing between users, not official support.

When creating a support ticket, please remember:

• We may request temporary site credentials to investigate issues more thoroughly.
• Always backup your site before sharing any credentials.
• Follow our team’s instructions for sharing credentials securely.

By submitting credentials, you grant us permission to review or make minor modifications to identify and resolve the issue. While rare, in-depth debugging may result in minor frontend disruptions. This is why we recommend using a staging or duplicated version of your site whenever possible.

For your own security, please do not share your site credentials with anyone else. Any details shared through our Helpdesk remain strictly confidential and are only accessible to you and our official support team.

To get effective support:

1. Use the Latest Versions
   Ensure WordPress, WooCommerce, and your MultiVendorX plugin/theme are updated.
2. Troubleshoot Conflicts
   • Disable all plugins except WooCommerce and MultiVendorX
   • Switch to a default WordPress theme like Twenty Twenty-One
3. Use a Staging Site
   Only share staging site access for debugging.
4. Be Detailed
   • Use bullet points and clear formatting
   • Include screenshots or videos
   • Describe the issue thoroughly

Important:
We do not provide support via Twitter, personal email, or contact forms. All support requests must go through our support forums!

We provide help with:

• Minor code modifications (up to 10–15 lines)
• Plugin/theme installation
• Light customization
• Locating code for editing

For complex needs, we offer Custom Development Services.

Support does not include:

• Full custom development
• General WordPress issues
• Hosting or server configuration
• Performance/speed optimization
• Additional CSS customization
• Integration with third-party plugins/scripts

For advanced customization or development requests, reach out to us at custom.dev@multivendorx.com

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.