Support Policy

Effective Date: 15 June 2026

This Support Policy applies to all purchases made through store.webbycrown.com (“WebbyCrown Store”), which is owned and operated by WEBBYCROWN SOLUTIONS PRIVATE LIMITED.

WEBBYCROWN SOLUTIONS PRIVATE LIMITED
Shop No-517, 518, 519, 5th Floor,
Laxmi Enclave-2, Katargam, Surat City,
Surat - 395004, Gujarat, India
Email: sales@webbycrown.com

This Support Policy explains the scope of support provided for products purchased from WebbyCrown Store, what is included, what is excluded, how support requests are handled, and how extended support works.

By purchasing, downloading, or using any product from WebbyCrown Store, you agree to this Support Policy.

1. General Support Scope

Products sold through WebbyCrown Store include limited basic support only, unless a different support period or support level is clearly stated on the relevant product page or purchased separately as an add-on.

Support is provided to help customers with product-related questions within the scope described in this Support Policy. Support is not the same as customization, implementation, or development services.

The included support duration, if any, is stated on the relevant product page. If no specific support duration is stated on the product page, only the basic support scope described in this policy will apply as determined by WebbyCrown Store.

2. Direct Purchase Support Scope and External Products

This Support Policy applies only to products purchased directly through store.webbycrown.com unless explicitly stated otherwise.

Some products displayed on WebbyCrown Store may also be listed with external purchase links that redirect customers to third-party marketplaces or platforms for purchase. For such products, the applicable support terms, support period, response handling, update handling, and related service rules will be governed by that external platform or seller.

WebbyCrown Store is not responsible for the support policies, support availability, or support delivery terms of products purchased through third-party platforms unless explicitly stated otherwise.

3. What Support Includes

Our support may include, where reasonably applicable:

  • installation guidance;
  • help with product bug reports;
  • compatibility issue review within supported environments;
  • guidance on using built-in product features; and
  • basic setup guidance.

Support is provided only for the specific product purchased and only within the applicable support scope and support period.

4. What Support Does Not Include

Support does not include:

  • customization;
  • custom coding;
  • design changes;
  • third-party plugin, app, module, extension, or theme conflicts;
  • server, hosting, or infrastructure administration;
  • full project implementation;
  • migration services;
  • content upload or data entry;
  • feature development or enhancement requests; or
  • any work outside the scope of the purchased product’s standard documented functionality.

If you need services beyond support, such as installation execution, customization, integration, optimization, or project implementation, those services may be offered separately by WebbyCrown at additional cost.

5. Installation and Setup

Support may include installation guidance and basic setup guidance.

However, actual installation and setup execution is not included in standard product support and is offered separately as a paid service or add-on where available.

6. Support Channels

Support requests may be submitted through:

We recommend using the official support form whenever possible so we receive complete issue details for faster review.

7. Support Response Time

Our usual support response target is within 1 to 2 business days.

This is a target only and not a guaranteed response deadline. Response times may vary depending on:

  • the complexity of the issue;
  • the clarity of the information provided;
  • weekends, holidays, or high support volume; and
  • whether additional technical investigation is required.

8. Support Days and Time Zone

Support is generally provided Monday to Saturday during business hours based on IST (India Standard Time).

Support requests submitted outside business hours may be reviewed on the next applicable business day.

9. Customer Responsibility When Requesting Support

To help us review and resolve issues efficiently, you must provide complete and accurate information when submitting a support request, including, where applicable:

  • order details;
  • product name;
  • website or project details;
  • issue description;
  • screenshots;
  • error messages;
  • steps to reproduce the issue; and
  • temporary access details if reasonably required for troubleshooting.

If insufficient information is provided, support may be delayed or limited until the necessary details are received.

10. Supported Environments

Support is intended for products used in supported and reasonably standard environments.

We may review compatibility-related concerns, but support does not cover issues caused by:

  • unsupported software versions;
  • outdated or incompatible third-party tools;
  • heavily modified products;
  • custom code added by the customer or third parties;
  • hosting/server limitations;
  • browser/device issues outside normal supported usage; or
  • environments not aligned with the product’s stated compatibility or requirements.

11. Extended Support

Where available, customers may purchase extended support such as:

  • Extend Support to 6 Months; or
  • Extend Support to 1 Year.

Extended support:

  • applies only to the specific purchased product for which it was bought;
  • starts in relation to the purchased support period from the original purchase date or support expiry structure applicable to that product;
  • does not include customization, feature development, or new implementation work; and
  • does not change the scope limitations stated in this Support Policy.

Extended support extends support duration only. It does not expand support into development or consulting services.

Extended support is available only for products purchased directly through WebbyCrown Store unless explicitly stated otherwise on the relevant product page.

12. Expired Support

Once the applicable support period has ended, we are not obligated to provide further support unless an active extended support plan has been purchased.

Customers with expired support may still contact us for paid services such as:

  • installation and setup;
  • customization;
  • troubleshooting outside support scope;
  • integrations; and
  • maintenance or development work.

13. Product Bugs and Fixes

If a genuine product-related bug is reported within the applicable support scope, we may, at our discretion:

  • provide guidance,
  • suggest a workaround,
  • include a fix in a future update, or
  • resolve the issue directly where feasible.

Not all reported issues will result in immediate fixes, custom changes, or update commitments.

14. No Custom Development Included

Standard support does not include:

  • building new features;
  • changing business logic;
  • adapting the product for unique workflows;
  • modifying layouts or designs;
  • integrating unsupported third-party systems; or
  • implementing custom requirements.

These requests fall under paid customization or development services provided separately by WebbyCrown.

15. Right to Refuse or Limit Support

We reserve the right to refuse, suspend, or limit support if:

  • the support request falls outside the purchased support scope;
  • the customer is using the product in violation of our License Policy;
  • the issue is caused by unsupported environments or third-party changes;
  • the customer provides incomplete, false, or misleading technical details;
  • the customer engages in abusive, threatening, or inappropriate behavior; or
  • the customer requests work that should reasonably be treated as paid customization or consulting.

16. Language of Support

Support may be provided in a practical business communication format suitable for the issue being handled. We do not guarantee support in any specific language style, format, or communication channel beyond our stated support methods.

17. Relationship With Other Policies

This Support Policy should be read together with our:

Where a product page provides additional or more specific support details, those product-specific terms may also apply.

18. Policy Updates

We may update or modify this Support Policy at any time without prior notice. Any changes become effective once posted on store.webbycrown.com.

It is your responsibility to review this Support Policy periodically.

19. Contact

For support-related questions, please contact:

WEBBYCROWN SOLUTIONS PRIVATE LIMITED
Shop No-517, 518, 519, 5th Floor,
Laxmi Enclave-2, Katargam, Surat City,
Surat - 395004, Gujarat, India
Email: sales@webbycrown.com

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