Support policy

Customization requests

Please consult our Customization documentation first to make sure the changes you need are already possible using the built-in theme settings.

Our product is provided AS IS and meant as a timely and cost-effective alternative to an otherwise costly and long process of developing a custom website. So keeping that in mind, there are some limitations to what kind of support we can provide.

We get many requests in our support asking for tailored customization on client sites and, while we'd be happy to fulfill all of them, we simply don't have the capacity to provide such customization as part of our customer support plan.

If you need specific changes to the look and feel of the theme, or you need to extend it, or make changes, then we recommend enlisting the help of an outside/freelance developer with a good understanding of the HubSpot CMS. We don't have anyone to recommend in particular, but there are freelance websites such as Upwork or Fiverr, or even the HubSpot Community, where you have a good chance of finding a good developer. Also, HubSpot has an official services marketplace here.

But we're really hoping the built-in templates, components, and features are enough for you to create your amazing website so you can save time and money with any further development. If the theme doesn't suit your needs as it is, you may be entitled to a full refund. Please consult our Refund policy to find out more.

Why are we doing this?

Previously, we provided some kind of customization support up to a point, but that quickly got out of hand, and instead of spending our limited resources on improving and upgrading the product, we spent all our resources on this type of requests. That's why we had to set some limitations so we could focus more on development.

Overall we believe this is a good thing for most of our customers because we'll be able to spend more time on improving the product over time, keeping it up to date with all HubSpot CMS changes and what's new, and even developing new great tools to improve your DIY experience.

What's included with the support?

  • Free updates, including bug fixes, improvements, etc.
  • Up-to-date, robust documentation online.
  • Answering questions via email about the included components and features — these types of support requests will always be looked at and actioned by our support team.

What's not included with the support?

  • Installation — because it's taken care of automatically by the HubSpot Marketplace. If there are problems with the installation process, we recommend reaching out to HubSpot directly.
  • Customization. We don't provide support for customization (code changes, third-party implementation, design changes, content, etc.).
  • Video meetings or 1-on-1 chat.

For how long do we provide support?

Although this is a one-time fee digital good and not a service subscription, we'll keep running bug fixes and ensuring the documentation is up to date for as long as the theme is available on the marketplace. We cannot provide fixes for existing websites using older versions. So we recommend always using the newest version available. See the changelog.

Other considerations

We can only support our own work, so we'll answer questions or provide bug fixes for the original unmodified files. If you have already made significant changes or implemented third-party assets or code, we cannot provide support for those files. We recommend always using the original files or unaltered clones.