Support Policy

Hello,

When I purchased this theme, it was marketed as unlimited theme updates and unlimited support per license. I have contacted Envato about this and they said the do have ‘grandfathered support’ to allow authors the ability to honor sales terms/promises in place before the support change. I have included their response below. I would like to know if you plan to honor this as those of us who purchased Enfold before the new limited support policy was in place did so under the impression that we were buying limitless access to these support forums.

Please let me know and thank you,
George

Message from Envato (on Oct 30th 2015):

Hi George,

Thanks for getting in touch with the Envato Help Team. This is Synthia from Envato Help with an update for your request!

We’ve been a little busier and things have gotten slightly behind. We’re working hard to clear the backlog and I just wanted to apologize for any tardiness in our response.

I see where you’re coming from and know this may be frustrating for you.

It is very hard to introduce a new policy that is different from what was before. We understand this and have certain stipulations to address the “Grandfathered Support” promised with certain themes. The nuts and bolts of it is that an author is required to uphold any promises they have made to their customers at the time of purchase. So if someone has purchased an item under the premise that lifetime support was included they are entitled to that.

All items previously purchased that came with/promoted a lifetime support must continue offering unlimited support. That being said, authors who never promised support still do not have to provide it.

Once again, sorry to see how unhappy you are with the new support procedure, however I hope that this explanation helps to clear things up.

Warm Regards,

Synthia
Envato Market Help (Romania)