Support Policy

Last Updated: February 06, 2026

At RedFox WP, we are committed to providing the best possible support to our customers. This Support Policy outlines the terms and conditions for obtaining support for our WordPress plugins. Please review this policy to understand how we can assist you.

Support Eligibility

We provide support exclusively to valid premium license holders. To be eligible for support, you must:

  • Purchase our plugins directly from our official website (https://www.redfoxwp.com) or through our authorized payment processor, Freemius.
  • Have an active (non-expired) license for the product you need support with.
  • Contact us using the email address associated with your purchase.

Important: We do not provide support for plugins obtained from unauthorized sources, including nulled, pirated, or redistributed versions. Such versions may contain malware, security vulnerabilities, or malicious code that can compromise your website and personal data. We are not liable for any issues arising from the use of unauthorized copies.

What Our Support Covers

Our support team is here to help you with the following:

Installation & Configuration

  • Assistance with plugin installation on your WordPress site
  • Guidance on initial setup and configuration
  • Help with activating your license key

Usage & Guidance

  • Clarification on plugin features and functionality
  • Best practices for using our products effectively
  • Guidance on plugin settings and options

Bug Fixes & Technical Issues

  • Investigating and resolving bugs or defects in our plugins
  • Troubleshooting plugin-specific errors
  • Providing patches or updates to fix confirmed issues

Compatibility Assistance

  • Basic guidance on compatibility with the latest versions of WordPress and WooCommerce
  • Recommendations when conflicts with other plugins or themes are suspected (though resolving third-party conflicts is outside our scope)

What Our Support Does Not Cover

To ensure we can provide efficient and focused support, please note that the following are outside the scope of our support services:

Third-Party Conflicts

  • Troubleshooting or fixing issues caused by third-party plugins, themes, or custom code
  • Compatibility issues arising from hosting environments or server configurations
  • Conflicts with page builders, caching plugins, or security plugins not developed by RedFox WP

Customization & Development

  • Custom code modifications or development work
  • Extending plugin functionality beyond its intended features
  • Integration with third-party services or APIs not officially supported

General WordPress Support

  • General WordPress installation, setup, or troubleshooting
  • WordPress core issues unrelated to our plugins
  • Guidance on WordPress hosting, security, or performance optimization

General WooCommerce Support

  • General WooCommerce setup, configuration, or troubleshooting
  • WooCommerce core issues unrelated to our plugins
  • Payment gateway or shipping configuration issues

Training & Consulting

  • One-on-one training sessions
  • SEO consulting or marketing advice
  • Website design or development consulting

Other Exclusions

  • Support for products purchased from unauthorized sources
  • Assistance with site migrations or server transfers
  • Recovery of data loss due to user error or third-party issues
  • Support for websites containing illegal, harmful, or adult content

If you require customization, development work, or services outside our support scope, you may hire a qualified WordPress developer or contact us to discuss paid custom development options.

Support Response & Resolution Time

Response Time

We strive to respond to all support tickets within 24-48 hours during business days. Response times may be longer during weekends, holidays, or periods of high ticket volume. We appreciate your patience during busy periods.

Resolution Time

The time required to resolve an issue depends on its complexity. Simple questions may be answered immediately, while complex bugs or technical issues may require additional investigation. We make every effort to resolve issues as quickly as possible, but we cannot guarantee specific resolution timeframes.

Priority Handling

Support tickets are handled on a first-come, first-served basis to ensure fairness. We prioritize critical issues (such as security vulnerabilities or complete plugin failures) to minimize disruption to your site.

How to Request Support

Step 1: Check Documentation First

Before submitting a support ticket, please review our Documentation. Many common questions and issues are already addressed there, which may save you time.

Step 2: Submit a Support Ticket

If you cannot find a solution in our documentation, please contact us:

When submitting a ticket, please include:

  • Your Order ID or License Key
  • The plugin name and version number
  • Your WordPress version and WooCommerce version (if applicable)
  • A detailed description of the issue, including steps to reproduce it
  • Screenshots or screen recordings if possible
  • Any error messages you have encountered

The more details you provide, the faster we can diagnose and resolve your issue.

Step 3: Provide Access (If Requested)

In some cases, our support team may request temporary access to your WordPress admin or FTP to investigate the issue. If we request access:

  • Please create a backup of your site before providing credentials
  • Provide access via a secure method as instructed by our team
  • You may revoke access once the issue is resolved

By providing site access, you consent to our team making necessary checks or modifications to diagnose and resolve the issue. We handle all credentials with strict confidentiality.

Support Channels

Official Support Channels

We provide support exclusively through:

Channels NOT Used for Support

We do not provide technical support through:

  • Social media platforms (Facebook, Twitter/X, Instagram, etc.)
  • WordPress.org plugin support forums
  • Live chat (reserved for pre-sales inquiries only)
  • Phone calls or video calls
  • Direct messages on any platform

Please use our official support channels to ensure your request is properly tracked and addressed.

Customer Responsibilities

To ensure a smooth support experience, we ask that you:

  • Keep plugins updated to the latest version before reporting issues
  • Provide accurate information when submitting support tickets
  • Follow instructions provided by our support team
  • Be respectful and patient in all communications
  • Test on a staging site when possible before implementing changes on a live site
  • Maintain backups of your website

Termination of Support

We reserve the right to refuse or terminate support in the following circumstances:

  • Abusive, threatening, or disrespectful behavior toward our support staff
  • Fraudulent purchases or chargebacks
  • License key sharing or unauthorized redistribution
  • Violation of our Terms of Service
  • Use of nulled or pirated versions of our plugins

Refund Policy

For information about refunds, please refer to our separate Refund Policy.

Changes to This Policy

We may update this Support Policy from time to time to reflect changes in our practices or for operational reasons. Any significant changes will be posted on this page with an updated “Last Updated” date. Your continued use of our products and support services after any changes constitutes your acceptance of the updated policy.

Contact Us

If you have any questions about this Support Policy, please contact us:

RedFox WP
Mohadevpur, Naogaon – 6530, Rajshahi
Bangladesh
Email: [email protected]