Support Policy

Last updated: June 20, 2026

1. Scope of This Policy

This Support Policy explains what support is included when you purchase digital products from Store Flutter Crafters, including Flutter source code, mobile app templates, UI kits, backend-related files, license keys, documentation, and add-ons. It also explains what is outside the standard support scope.

Product pages, invoices, custom service agreements, and written support agreements may include additional or different support terms. If they do, those specific terms apply to that product or service.

2. Standard Support Period

Unless a product page or written agreement says otherwise, each eligible purchase includes 6 months of standard technical support starting from the purchase date. Support is attached to the original buyer account and the licensed product.

After the support period ends, you may continue using the product under your license, but new support requests may require paid support, extended support, or a custom service quote.

3. What Standard Support Includes

Standard support is guidance and troubleshooting for the original product files within the supported environment described on the product page or documentation. It may include:

• General installation and configuration guidance.
• Clarification of documentation, included files, product structure, and basic usage.
• Help understanding original source code behavior and advertised features.
• Review of reproducible bugs in the original, unmodified product files.
• Guidance for common build, dependency, setup, and configuration errors.
• Access, download, license key, activation, and update questions related to your purchase.
• Advice on where to configure supported third-party services when those integrations are part of the product.

4. What Support Does Not Include

Standard free support does not include hands-on work unless it is purchased separately. Paid installation, setup, deployment, and custom work are available through our service request page: https://store.fluttercrafters.com/services/request.

Unless you purchase a separate paid service, standard support does not include:

• Hands-on installation, setup, deployment, or configuration on your server, hosting, app store, or local machine.
• Server setup, hosting management, domain/DNS configuration, SSL setup, email server setup, or database administration.
• Custom feature development, redesign, UI changes, branding work, or business-specific modifications.
• Integration with third-party services that are not included in the original product scope.
• Fixing problems caused by customer modifications, removed files, changed dependencies, unsupported environments, or outdated tools.
• App Store, Google Play, payment provider, Firebase, social login, API provider, hosting provider, or third-party account approval issues.
• Data migration, production incident response, emergency monitoring, managed hosting, or long-term maintenance.
• Training, business consulting, legal advice, tax advice, or guaranteed commercial results.

5. Customer Responsibilities

To receive effective support, you are responsible for:

• Using a supported environment and following the product documentation.
• Keeping backups before making changes, updates, deployments, or customizations.
• Testing changes on a staging or development environment before production use.
• Providing accurate error messages, logs, screenshots, screen recordings, product version, server/app details, and steps to reproduce the issue.
• Keeping your account, license keys, credentials, server access, and private files secure.
• Not sharing purchased files, private downloads, license keys, or support access with unauthorized users.

6. How to Open a Support Ticket

Open a ticket at https://support.fluttercrafters.com/support. Please include:

• Your order number, invoice number, license key, or product name.
• A clear description of the issue and what you expected to happen.
• Steps to reproduce the issue from a clean or original product copy where possible.
• Screenshots, screen recordings, logs, error messages, and environment details.
• Information about any changes you made to the original source code, dependencies, server, API configuration, or database.

Please open one ticket per issue. Mixing unrelated problems in one ticket can slow down review and may require us to split the request.

7. Response Times and Working Hours

We aim to respond to standard support tickets within 24 to 48 business hours. Response times are targets, not guaranteed service-level agreements, and may vary depending on ticket complexity, queue volume, weekends, holidays, payment verification, or the need for developer review.

Our usual working days are Sunday to Thursday. We may reply outside those days when available, but this is not guaranteed.

8. Remote Access and Credentials

Standard free support is normally provided through written guidance, screenshots, logs, and code-level explanations. For paid installation or setup services, we may request temporary access details only when needed to complete the agreed service.

If remote access is separately agreed for a paid service or exceptional case, you remain responsible for backups, permissions, security, temporary credentials, and removing access after the work is complete. Do not send passwords, private keys, payment secrets, or sensitive credentials in public messages.

9. Product Updates and Compatibility

Where updates are available for your purchased product, access depends on the product page, license terms, and your account status. Updates may include bug fixes, compatibility improvements, security fixes, or feature improvements at our discretion.

We are not responsible for breaking changes caused by third-party services, SDKs, operating systems, app stores, payment providers, hosting panels, APIs, or customer modifications. We may provide guidance or paid upgrade support where practical.

10. Custom Work and Paid Support

If your request is outside standard support, we may offer a paid service quote. This may include installation, setup, deployment, customization, new feature development, integration work, server configuration, app store assistance, or troubleshooting modified code.

You can request paid installation or custom setup from: https://store.fluttercrafters.com/services/request.

Paid services may require a custom invoice, written scope, timeline, access details, and payment before work starts. Custom work is governed by the written terms agreed for that service.

11. Communication Channels

The support portal is the official channel for technical support, product access, payment issues, refund requests, and disputes. WhatsApp, live chat, social media, or informal messages may be used for quick pre-sales questions or simple direction, but they are not the official record for support decisions, refund reviews, or disputes.

12. Refunds, Disputes, and Policy Abuse

Support requests do not automatically create a refund right. Refunds are handled under our Refund Policy and applicable law. If a product issue is confirmed, we may first provide guidance, a fix, replacement files, updated instructions, or access correction before a refund is considered.

We may refuse or restrict support where there is fraud, abuse, harassment, threats, chargeback abuse, fake payment proof, license misuse, unauthorized file sharing, source-code leaking, or repeated requests outside the purchased scope.

13. Respectful Communication

We are committed to professional support. We ask customers to communicate respectfully and provide the information needed to investigate issues. Abusive, threatening, discriminatory, or fraudulent behavior may lead to ticket closure, account restriction, or termination of support access.

14. Contact

For support, order, license, payment, refund, or dispute requests, open a ticket at https://support.fluttercrafters.com/support.

Legal correspondence may be sent to: FLUTTER CRAFTERS LTD, 128 City Road, London, United Kingdom, EC1V 2NX. This registered office is not a customer service or visitor location.