## Policies, support terms and refunds
URL: https://hub.jkdevstudio.com/knowledge-base/support/policies-support-and-refunds
Updated: 2026-09-06
Summary: How long support lasts, what it covers and does not, our working hours, and how to request a refund on a direct or Envato purchase.
The documents governing your use of our products are published on the main site: the [terms and conditions](https://jkdevstudio.com/terms-conditions/), the [privacy policy](https://jkdevstudio.com/privacy-policy/), the cookie policy and the [refund policy](https://jkdevstudio.com/refund-policy/). The version on the page is always the current one.
You agree to them at three points: when you order directly, when you activate a license and the site begins exchanging data with Hub, and for as long as you keep using the theme and the Pro plugin.
**If you disagree with something in them, write before buying.**
After an order is placed the terms are no longer open for discussion, and a conversation beforehand is far shorter than one afterwards.
## How long support lasts
Support is included with every purchase. There is nothing extra to buy.
| Where you bought | Support included |
| Envato | 6 months |
| Directly from jkdevstudio | 12 months |
When the period ends, the item and every version you own stay yours. What ends is access to support. Envato purchases can extend their window under the Envato rules.
## Envato purchases
For a purchase made on Envato, the support rules are set by Envato rather than by us. [Their item support policy](https://themeforest.net/page/item_support_policy) is the authoritative document, and it is kept current on their side.
The important line: nothing below narrows what Envato guarantees. Where the terms differ, an Envato purchase is governed by the Envato terms.
## What support does not include
Support is not personal help building your site. It does not replace a freelancer and is not a developer assigned to your project.
Outside its scope:
- custom development work
- writing extended custom code
- additional integrations
- problems caused by something other than our products, meaning third party plugins, themes and services
- environment, server and hosting configuration
One rule covers all of it: if the problem is not caused by our product, we cannot solve it, however much we would like to.
If you need customization or additional work, we do that. It is a separate channel with separate terms rather than part of support.
Custom work and paid customization
## What support does include
Any question about using the theme. You could not work out how something behaves, could not find a setting, are not sure which approach is right: write, and we will help.
Fixes for confirmed bugs and problems in the item.
One condition, stated directly and without condescension: read the documentation first. It is written thoroughly and covers practically everything needed to work with the theme. This is not the token documentation common on the market, where an enormous theme ships with five pages of text. We are fairly confident the answer to your question is already written down.
We do not forbid writing to support in any case. If the answer is in the documentation and a request to read it is ignored systematically, replies may become brief or lower priority. The documentation exists to keep the queue free for real problems.
Respect our work and we will do the same for you.
## Working hours
Kyiv time, weekdays, 09:00 to 21:00. Replies may be delayed on weekends and public holidays.
Normal communication is a condition of the service. No aggression, no belittling, no demands for an immediate reply outside our hours. We answer everybody, in order.
In exceptional cases of systematic abuse, access to support can be ended. That is an exception rather than a practice, and across the studio's whole history such cases are rare.
**Direct modification of our product code takes a site outside support.**
We cannot diagnose or fix somebody else's code inside our theme, which is why a [child theme or the custom code fields](/knowledge-base/customization/where-to-put-custom-css-and-javascript) exist: both survive updates and both stay visible to us.
## Refunds
Two paths, and they are genuinely different.
**A purchase on Envato.** The request goes through Envato, on their form and under their rules. We are a participant in that process rather than the one administering it, so [their refund policy](https://themeforest.net/page/customer_refund_policy) is the document to read. We do not quote our own timeframes for that path.
**A direct purchase.** The request comes to us, through the contact form or your account, and the terms below apply.
### Our terms
A refund is available within 14 days of purchase. If the reason is described accurately and on the substance, the request is almost certainly approved. We do not hold on to the money of somebody the product did not suit.
After 14 days a request is not automatically declined, though it needs a closer look. The more specific the reason, the better the chances.
What helps: what exactly did not work, what you already tried, and whether you contacted support. Half of the reasons people give are resolved faster than a refund is processed.
### Before you request one
**A refund ends your right to use the item.**
Continuing to use the product afterwards is a serious violation with corresponding consequences. Remove it from your server yourself before submitting the request: deactivate the licence, then deactivate and delete the theme and the Pro plugin, after taking a backup. Otherwise the shutdown happens automatically on our side, and on a live site that can mean losing part of your data and causing access problems for your own clients. That is a consequence rather than a penalty, and doing it yourself avoids it entirely.
Deactivating a license to free the slot
A purchase is a formal transaction on both sides. Accordingly, we are entitled to treat a violation of the usage terms after a refund formally, including pursuing liability.
## Common questions
Does the theme stop working when support ends?
No, the item and every version you own stay yours, and what ends is the ability to open a new request.
Can I extend support?
An Envato purchase extends its window under the Envato rules from your downloads page, and a direct purchase renews through your account.
I bought two days ago and it does not suit me
Write with the specific reason, because inside 14 days on a direct purchase that is almost always approved, and half the reasons people give turn out to be resolved faster than a refund is processed.
Where do I read the current terms?
On the main site, since the page always carries the current version and this article is a summary rather than the document itself.