Support and Installation Policy

In short: the author of each product supports it. The default support period is 6 months from the date of purchase, unless the listing says otherwise. Support covers how the product works and bugs in the product. It does not include installation on your server, custom work or third-party software, unless you bought the optional Installation Service. If support goes quiet, we can help.

This policy explains what support you can expect when you buy on CodeMercio and takes effect on November 6, 2026. It works together with the Licenses, the Refund Policy and the Terms of Use.

Who provides support

Support is provided by the author (Seller) of the product, through the message and question tools on CodeMercio. CodeMercio runs the platform and steps in when a Seller does not respond or an order problem needs a decision, but we do not provide technical support for a Seller's product ourselves, except for listings under a marketplace-operated brand, where our team acts as the author.

How to ask for support

1. Check the listing, the documentation, the changelog, the FAQ and the questions already answered.
2. Send the author a message from the listing or your order. Include your order number, the product version, your environment (PHP, framework and other software versions, hosting), the steps that cause the problem and any error messages or log excerpts. Screenshots help.
3. Keep the conversation on CodeMercio. Sharing server passwords or other secrets in messages is not recommended; use the installation process below when access is needed.

Authors usually answer within the time stated on the listing or their profile (an away message appears when they are unavailable). There is no guaranteed response time unless the listing promises one.

The support period

Each purchase includes 6 months from the date of purchase of author support, unless the listing states a different period. You can extend or renew support only if the author offers it. Support ends when the period ends, but your license and your updates are not affected (see Licenses). Bug fixes the author publishes as updates remain available as long as the author keeps the listing current.

What support covers

• Questions about how the product works and how to configure it as documented.
• Fixing bugs in the product itself, so that it works as described on its listing in the versions the listing names.
• Help finding out whether a problem comes from the product or from your setup.
• Updates and fixes for compatibility with the versions named on the listing during the support period.

What support does not cover

• Installation, setup or deployment on your server, unless you bought the Installation Service add-on.
• Customization, new features, design changes or integration work. The author may offer it as paid work, outside of CodeMercio or as an add-on.
• Problems caused by your hosting or server configuration, modifications you made, third-party software, plugins, themes, platform updates after the product was last updated, or products you obtained from somewhere else.
• Training, consulting or help with using third-party platforms, games or services.
• Support for people who are not the license holder.

Installation Service and other add-ons

Listings can offer an Installation Service add-on and other add-ons. When you buy one:

• The seller installs or provides the add-on as described on the listing, after you have paid and given the access they need. Delivery times are those on the listing or agreed with the seller in messages.
• You must provide correct access and requirements (for example a server that meets the product requirements) and should take a full backup and use a staging environment first. The seller will use the access only for the agreed task and delete it afterwards.
• The service covers installing and basic configuration of the purchased version. It does not cover later changes to your server, migration, or customizing the product, unless the listing says so.
• If the service cannot be done because your environment does not meet the listed requirements, or because you did not provide access, the seller may close the request and you are not owed a refund for that part (see the Refund Policy). If the seller does not deliver, you can ask for a refund of the add-on.

When the author does not respond

If an author does not answer within a reasonable time during the support period, tell us through the contact form with your order number. We can contact the author, and if the product does not work as described and the author cannot or will not fix it, you may be eligible for a refund within the refund period (see the Refund Policy). Repeated unanswered support requests can lead to a listing being removed.

Product updates, security fixes and end of life

Authors decide whether to continue developing a product. If an author stops updating a product, the listing may be marked outdated or removed; buyers keep their license and can still download the versions they bought. Please keep your installation up to date; we cannot guarantee that old versions stay compatible with new software or are free of security problems.

Contact

Questions about support: support@codemercio.com or the contact form.