Support Policy

I. Introduction

I.I Purpose of This Policy

This Support Policy forms part of the legal and operational framework governing the use of the Website and the products offered by the Seller.

This Policy should be read together with the Terms and Conditions, License Policy, Payments and Delivery document, Returns, Exchanges & Refund Policy, and any product-specific information published on the Website.

I.II Seller Information

LitePLUGIN.com is operated by MILAN INNOVATIONS LLC, a limited liability company registered in Wyoming, United States, referred to in this Policy as the “Seller.”

All sales, refunds, customer support, and legal matters relating to the Website and its products are handled exclusively by MILAN INNOVATIONS LLC.

II. Scope of Support

II.I Covered Products

Support is provided only for eligible products released by MILAN INNOVATIONS LLC and purchased through the Website, unless expressly stated otherwise on the relevant product page.

II.II Support Period

Unless otherwise stated on the relevant product page, support is available for one year from the date of purchase.

After that period, the Seller may, but is not obligated to, provide further assistance.

III. What Support Includes

III.I Product-Related Issues

Support is limited to issues directly related to the intended functionality of the purchased product.

This may include investigation of reported bugs, malfunctions, technical errors, or behavior suggesting that the product is not functioning substantially as described.

III.II Reasonable Assistance

Support may include reasonable guidance relating to installation, setup, updates, and use of the product where such assistance is directly related to the product itself.

IV. What Support Does Not Include

IV.I Excluded Services

Unless expressly stated otherwise, support does not include:

• custom development or customization
• general WordPress administration
• WooCommerce configuration unrelated to the product itself
• theme troubleshooting
• hosting or server administration
• repair of third-party plugin conflicts not caused by the product itself
• issues caused by customer modifications, misuse, or unsupported environments
• training, consulting, or ongoing website management services

IV.II Third-Party Compatibility

The Seller is not responsible for incompatibilities caused by third-party plugins, themes, hosting environments, server configurations, or customer custom code, unless compatibility was expressly promised on the relevant product page.

V. Customer Cooperation and Access

V.I Information Required

To investigate a reported issue, the Customer may be asked to provide sufficient details, including:

• a clear description of the issue
• steps to reproduce the issue
• screenshots, error messages, or logs where available
• relevant environment details, including WordPress version, WooCommerce version, PHP version, theme, and active plugins

V.II Access Where Necessary

Where reasonably necessary to investigate or resolve an issue, the Seller may request temporary access to the Customer’s WordPress administration area and file-level access to the Website environment.

File-level access may include FTP, SFTP, hosting file manager access, SSH access, or other equivalent access sufficient to disable, remove, replace, or inspect the Seller’s plugin files.

In some cases, including fatal errors, update failures, or issues that prevent access to the WordPress administration area, file-level access may be required before support can proceed.

If the Customer is unwilling or unable to provide reasonably necessary access or information, the Seller may be unable to investigate, restore functionality, or resolve the issue fully.

V.III Backup Responsibility

Before installing updates, troubleshooting issues, or providing access to the Seller, the Customer is responsible for creating and maintaining a current backup of the Website, files, and database.

The Seller is not responsible for the absence of backups, backup failures, or data loss resulting from the Customer’s failure to maintain appropriate backups.

V.IV Staging Environment

Where available, use of a staging or test environment is recommended for troubleshooting, testing, and update-related investigation.

VI. Support Timeframes

VI.I Response and Investigation

Support requests will be reviewed within a reasonable time.

The Seller aims to investigate reported issues promptly, but does not guarantee a fixed response or resolution time.

VI.II Resolution Time

Resolution time may vary depending on the nature and complexity of the issue, the availability of sufficient information, third-party conflicts, and the Customer’s level of cooperation.

Some issues may be resolved quickly, while others may require additional testing, updates, or a longer review period.

VII. Product Defects and Refunds

VII.I Product-Related Faults

If the Seller determines that the product is materially defective, incomplete, or not functioning substantially as described, reasonable efforts may be made to resolve the issue through a fix, update, replacement, or reasonable workaround.

VII.II Refunds

If the issue is directly caused by the product and cannot be resolved within a reasonable time, the matter may be considered under the separate Returns, Exchanges & Refund Policy.

No refund will be owed solely because the Customer’s environment includes third-party conflicts, unsupported software, improper configuration, or other circumstances outside the reasonable control of the Seller.

VIII. Limits of Support

VIII.I Supported Versions

Support may be limited to the current version of the product and to environments that meet the stated product requirements.

The Seller may require the Customer to update the product, WordPress, WooCommerce, PHP, or related components where reasonably necessary before support can proceed.

VIII.II Reasonable Limits

The Seller reserves the right to limit, refuse, or discontinue support where a request falls outside the scope of this Policy, involves excessive custom work, or cannot reasonably be handled within normal product support.

VIII.III Critical Failure Situations

If a product update or technical issue causes a fatal error, loss of access, or broader Website disruption, resolution may depend on the Customer providing prompt file-level access and any other technical access reasonably required to restore the Website.

The Seller will make reasonable efforts to assist, but cannot guarantee restoration where required access or backups are unavailable.

IX. Contact

IX.I Support Requests

Support requests may be submitted through the communication channels (contact form) published on the Website.

Enquiries will be reviewed and addressed within a reasonable time, subject to the nature of the issue and the information provided.