This policy sets out what support 369work ("we") provides for the themes and plugins offered by 369Theme, and on what terms.
1. Types of support
Free themes and plugins
Support for the free themes and plugins published on WordPress.org is provided in each product's WordPress.org support forum. Anyone can post in the forums.
Annual email support (optional, paid)
For people using a free theme or plugin, or whose support period for a premium product has ended, we offer annual email support (6,000 JPY / year).
Free support in the WordPress.org forums remains open to everyone as before. Annual email support is an additional option for those who would like one-to-one help.
You can apply through the contact form. Once we have reviewed your request, we will send you an invoice. Support starts on the day we confirm your payment.
Premium themes and plugins
Customers who have bought a premium theme or plugin from this site receive dedicated email support. Please get in touch through the contact form and tell us which product you bought.
2. What is covered
Email support covers the following for the product concerned.
- Questions about installation and activation
- Questions about initial setup and basic use
- Reports of, and fixes for, bugs in the product itself
If a premium theme or plugin does not work as shown on the demo site or overview page, we will fix it free of charge within the support period. This applies to sites that meet the WordPress.org server requirements. Problems caused by conflicts with other plugins are not covered (see "3. What is not covered" below).
3. What is not covered
The following are outside the scope of support.
- Customisation or development work, such as design changes or new features
→ Feel free to ask through the custom order form - Compatibility issues with third-party plugins or themes
- Problems caused by WordPress core, your server environment or your hosting
- Any damage or loss arising from use of our products
- Email support for free themes and plugins (unless you have annual email support)
→ Please use the WordPress.org forums. If you would like one-to-one email help, consider annual email support
4. Response time
We usually reply to email support requests within 24 hours (business days, Japan time; excluding weekends and Japanese public holidays). Some questions may take longer to answer.
5. Support period
Email support is available for 1 year from the date of purchase (1 month for products priced at 5,000 JPY or less).
If you would like support to continue after the period ends, you can apply for annual email support (6,000 JPY / year), which runs for one year from the date we confirm your payment. Users of the free themes and plugins can apply on the same terms.
Update files for themes and plugins remain free forever, regardless of the support period.
6. Reissuing a download link
The download link in your purchase email expires, but you can reissue it yourself from Reissue a download link. You will need the email address you used to buy and your licence key.
If you do not know your licence key, you can look it up on the same page.
Together with free updates for life, this means you can keep using the files you bought with no time limit.
7. Changes to this policy
We may change this policy without notice when necessary. The revised policy takes effect when it is posted on this page.
8. Contact
369work / 369Theme
Support and other enquiries: contact form