Support and Updates Policy

Last updated: July 2026

This Support and Updates Policy explains the technical support and product update services provided with eligible HexCoda WordPress plugins, WooCommerce extensions, and related software products.

Unless a product page or purchase agreement states otherwise, each eligible product purchase includes:

• 12 months of technical support
• 12 months of product updates

The support and update entitlement applies separately to each customer and each eligible product purchase.

This policy should be read together with our Terms and Conditions, Refund Policy, and the license terms shown on the relevant product page.

1. Policy Overview

HexCoda provides technical support and product updates to help customers install, configure, maintain, and use eligible HexCoda products within supported WordPress environments.

Unless expressly stated otherwise, every eligible paid product purchase includes a 12-month entitlement period beginning on the purchase date.

The entitlement belongs to:

• The customer account used for the purchase
• The specific product purchased
• The license associated with that order
• The permitted number of licensed websites

Support and update access are not automatically shared across unrelated products, customer accounts, licenses, or orders.

2. 12-Month Support Period

Each eligible product purchase includes technical support for 12 months from the date of purchase.

During this period, the customer may request assistance for the purchased product, subject to the scope and conditions described in this policy.

The support period applies to the specific product purchased.

For example, purchasing HexCoda PDF Viewer Pro provides support for HexCoda PDF Viewer Pro. It does not automatically provide support for another HexCoda plugin purchased separately.

When a customer purchases several products, each product receives its own support entitlement according to the date and terms of its individual purchase.

When the same product is purchased again under a separate order, the new order creates a separate entitlement associated with that purchase and license.

3. 12-Month Update Access

Each eligible product purchase includes access to product updates for 12 months from the purchase date.

During the active update period, the customer may receive:

• Bug fixes
• Security improvements
• WordPress compatibility updates
• WooCommerce compatibility updates
• PHP compatibility updates
• Performance improvements
• User interface improvements
• Documentation updates
• New or revised product features

Update access may be delivered through:

• Automatic updates inside WordPress
• The HexCoda customer account
• A protected download area
• Another delivery method specified for the product

HexCoda does not guarantee a fixed update schedule, a specific number of updates, or the inclusion of any particular future feature.

4. Purchase-Specific Entitlement

Support and updates are provided separately for each customer and each product purchase.

This means:

• Each purchased product has its own entitlement period.
• The entitlement begins on the purchase date of that product.
• Support applies only to the customer account associated with the order.
• Update access applies only to the license or download entitlement associated with that purchase.
• Purchasing one HexCoda product does not activate support or updates for another product.
• Support and update periods may expire on different dates when products were purchased at different times.

A customer who purchases Product A in January and Product B in April receives a separate 12-month support and update period for each purchase.

The Product A entitlement begins in January. The Product B entitlement begins in April.

Unless expressly permitted by HexCoda, support and update access cannot be transferred between products, customers, accounts, or unrelated purchases.

5. What Support Includes

HexCoda technical support may include assistance with:

• Installing the purchased plugin
• Activating the product license
• Configuring documented product settings
• Understanding documented features
• Resolving confirmed product errors
• Investigating product behavior that differs from the documentation
• Checking compatibility with supported WordPress versions
• Checking compatibility with supported WooCommerce versions
• Identifying common theme or plugin conflicts
• Clarifying shortcode, block, widget, or builder usage
• Resolving automatic update or license-validation issues
• Providing links to relevant documentation

Technical support focuses on the correct operation of the purchased HexCoda product.

Where appropriate, HexCoda may provide:

• Configuration instructions
• Troubleshooting steps
• A product update or patch
• A temporary workaround
• Clarification about supported behavior

The available solution depends on the nature of the issue, the product, the customer’s environment, and the information provided.

6. What Support Does Not Include

Unless separately agreed in writing, standard product support does not include:

• Custom plugin development
• Custom feature creation
• Custom source-code modifications
• Website design or redesign
• Complete website setup
• Content entry or store management
• Theme customization
• Server administration
• Hosting configuration unrelated to the HexCoda product
• Database repair
• Website migration
• Malware removal
• General WordPress training
• General WooCommerce training
• Debugging unrelated third-party products
• Repairing custom code written by another developer
• Recovering websites without valid backups

Support does not guarantee that HexCoda can make the product compatible with every:

• WordPress theme
• Third-party plugin
• Custom integration
• Page builder
• Hosting provider
• Server configuration
• Caching or optimization system
• Security product

HexCoda may identify a third-party conflict and explain the likely cause without modifying or repairing the third-party product.

7. Supported Environments

Support is provided for environments that meet the technical requirements stated on the relevant product page or in the product documentation.

A supported environment may require:

• A supported WordPress version
• A supported WooCommerce version, where applicable
• A supported PHP version
• A modern browser
• A valid HexCoda license
• The latest available product version
• Correct WordPress file and database permissions
• A properly configured hosting environment

HexCoda may ask the customer to update WordPress, WooCommerce, PHP, the HexCoda plugin, or another relevant component before investigating an issue.

Support may be limited when the customer uses:

• Unsupported or outdated software
• Modified HexCoda source files
• Nulled, pirated, or redistributed packages
• Unsupported hosting restrictions
• Conflicting custom code
• Development versions of WordPress or WooCommerce

8. How to Request Support

Customers should request support through the official HexCoda support channel.

Support requests may be submitted by email or through another support method provided on HexCoda.com.

Use the following email:

Email: info@hexcoda.com

A suitable subject line is:

Support Request – Product Name – Order Number

Customers should submit one clearly described issue per support request where practical.

This helps HexCoda investigate the issue accurately and maintain an understandable support history.

9. Information Required for Support

To investigate a technical issue, HexCoda may request:

• Customer name
• Order number
• Product name
• License information
• HexCoda product version
• WordPress version
• WooCommerce version, where applicable
• PHP version
• Active theme
• Relevant active plugins
• Website URL
• A clear description of the issue
• Steps required to reproduce the issue
• Screenshots or screen recordings
• Browser console errors
• WordPress debug logs
• PHP or server error logs

Customers should remove or hide personal information, passwords, license keys, customer records, payment details, and confidential website data from screenshots and logs unless such information is strictly necessary.

Incomplete requests may require additional information before HexCoda can begin or complete the investigation.

10. Response Times

HexCoda aims to respond to support requests within a reasonable business timeframe.

Response times may vary depending on:

• The number of active support requests
• The complexity of the reported issue
• The quality of the information provided
• The need to reproduce the issue
• Third-party plugin, theme, or hosting involvement
• Weekends, public holidays, or company closure periods

An initial response may request additional information and does not always include the final solution.

Complex issues may require:

• Testing on a staging website
• Conflict isolation
• Code investigation
• A plugin update
• Coordination with a third-party provider

HexCoda does not guarantee immediate, same-day, or continuous 24-hour support unless a separate written service agreement states otherwise.

11. Updates and Compatibility

HexCoda may release updates to maintain compatibility with supported versions of WordPress, WooCommerce, PHP, browsers, and relevant integrations.

However, third-party platforms may change without advance notice.

HexCoda does not guarantee:

• Permanent compatibility with every future WordPress version
• Permanent compatibility with every future WooCommerce version
• Compatibility with every theme or plugin
• A fixed release date for compatibility updates
• Continued support for obsolete software versions

Customers should maintain current backups and test updates on a staging website before applying them to a business-critical production website.

A product update may:

• Add features
• Change interface elements
• Improve performance
• Remove obsolete behavior
• Change technical requirements
• Correct security or compatibility issues

HexCoda may discontinue support for an obsolete integration or environment when continuing support is no longer technically practical, secure, or commercially reasonable.

12. After Support and Updates Expire

After the 12-month support and update period expires:

• The installed product may continue to function.
• The customer may continue using the licensed product version according to the applicable license terms.
• Access to new product updates may end.
• Automatic updates may stop.
• Access to current installation packages may be restricted.
• Technical support for that purchase may end.
• Compatibility with future WordPress, WooCommerce, PHP, or third-party changes is not guaranteed.

A perpetual license does not necessarily include perpetual support or perpetual updates.

A perpetual license means the customer may continue using the licensed product version according to the applicable license conditions.

Support and update access remain limited to the period stated at purchase, which is 12 months unless the product page states otherwise.

13. Renewals and Additional Purchases

Where HexCoda offers renewal options, the customer may renew support and update access for an additional period.

Renewal availability, pricing, discounts, and terms may vary by product.

A renewal may restore:

• Technical support
• Automatic updates
• New product downloads
• Compatibility updates
• Access to newly released features

Purchasing another product does not renew an expired entitlement for a different product.

Purchasing an additional license may create a new support and update period for the new license without changing the status of an older purchase.

Any renewal or repurchase applies according to the terms displayed at checkout.

14. License and Account Restrictions

Support and update services are available only for valid, authorized purchases.

HexCoda may refuse, suspend, or terminate support or update access where:

• The license is invalid, expired, refunded, or cancelled
• The product was obtained from an unauthorized source
• The license key was shared or resold
• The activation limit was intentionally bypassed
• The product was redistributed without permission
• The customer account was used fraudulently
• A chargeback or payment dispute remains unresolved
• The customer abuses staff or support channels
• The support request involves unlawful or harmful activity
• The customer violates the HexCoda Terms and Conditions

Customers must not share private download links, license keys, customer account access, or support entitlement with unauthorized third parties.

15. Security Reports

Potential security vulnerabilities should be reported privately to HexCoda.

Do not publish a suspected vulnerability, exploit, license bypass, or technical reproduction publicly before HexCoda has received a reasonable opportunity to investigate and respond.

A security report should include:

• The affected product
• The affected product version
• The WordPress and PHP environment
• Clear reproduction steps
• The expected security impact
• Relevant screenshots, logs, or proof of concept

Security reports may be sent to:

Email: info@hexcoda.com

Customers should not send private customer data, real passwords, complete payment information, or unrelated confidential content when reporting a security issue.

16. Changes to This Policy

HexCoda may update this Support and Updates Policy to reflect:

• Changes to products
• Changes to support services
• Changes to licensing or update delivery
• New customer account features
• Operational changes
• Security requirements
• Legal or regulatory obligations

The current version will be published on this page with the latest revision date.

Changes will not remove mandatory customer rights or retroactively alter completed purchases where applicable law does not permit such changes.

The support and update terms shown at the time of purchase remain relevant to that transaction.

17. Contact

For questions about product support, update access, licenses, purchases, or this policy, contact:

HexCoda
Operated by: HEXPRO MEDIA SRL
Email: info@hexcoda.com
Website: HexCoda.com

When contacting HexCoda about an existing purchase, include the product name and order number where possible.