Key points (read this first)
We support what we delivered
Configs, builds, and docs from your paid order — during business hours via Support or email.
Minor fixes: usually us
Small config or environment issues in scope are often fixed by our team quickly.
Major vendor bugs: script owner
Big defects in the original product may need the marketplace author — timing depends on them.
Another dev changed your site? Support ends
If someone else edits code or server after us, we cannot warranty that project.
What support includes
Help with work we delivered under your order: setup we did, builds we shipped, and reasonable questions about those deliverables.
Use the Support page or your dashboard contacts. Hard bugs may need email or a short call so we can reproduce safely.
Third-party scripts (CodeCanyon, etc.)
Important for script customers
The script owner owns the core product code. We cannot guarantee fixes inside code we did not write.
Most catalog products are third-party scripts. The vendor is responsible for core bugs and major updates in that product.
- We often fix minor issues (config, environment, small safe patches in scope).
- Major bugs may need a vendor update — we can contact the author when possible, but timing depends on the script owner.
- We do not promise to rewrite the entire vendor codebase.
Out of scope (usually paid work)
These are typically a new order or Update / maintenance service, not free lifetime support:
- Upgrading to a new major script version
- Server migration or hosting we did not set up
- Re-submitting apps after store policy changes
- Ongoing changes by hosting, Stripe, maps, SMS, or other third parties
When support stops
If another developer works on your project
After another developer, agency, or your team changes code or server config, AllsWeb support for that project ends. Responsibility moves to whoever made the changes.
We cannot safely debug when we no longer know what we shipped vs what changed later. You may book a new paid review if you want us to work on a modified system — we will quote after inspection.
Security and backups
You must keep strong passwords, limit shared panels, and maintain your own backups (data and signing keys). We guide on best practices but are not liable for loss from weak access or outside changes.
Contact
[email protected] from your account email — include order/project ID and steps to reproduce.
Also see Refund Policy, Terms and Conditions, and Payment Policy in the footer.
Questions about this policy?
Email [email protected] or message us on WhatsApp — we usually reply within one business day.