Template Support Policy

Coverage period and channel

Support begins on the date of purchase and continues for 90 calendar days. It is provided by email at hello@pixelsunset.com. Include the order number and email address used at checkout so we can verify the purchase.

Our target is an initial response within two business days, Monday through Friday excluding US federal holidays. This is a response target, not a guaranteed resolution time or an around-the-clock service-level agreement.

What support includes

• Verifying an eligible order and restoring access when the buyer guide or Remix delivery link was not received or does not open as described.
• Clarifying steps expressly covered by the delivered Start Here page or buyer guide.
• Helping reproduce a material defect present in the delivered, substantially unmodified template.
• Providing a reasonable fix, replacement, corrected file, or documented workaround for a confirmed covered defect.
• Clarifying the standard one-site license and the product's stated compatibility or requirements.

What support does not include

• Custom design, development, copywriting, content entry, migration, installation, or launch work.
• Connecting or debugging a CRM, scheduler, shop-management platform, webhook, analytics account, payment system, custom domain, email provider, or other third-party integration.
• General Framer training, account or billing support, plan changes, platform outages, or features outside the delivered template.
• Repairing issues caused by buyer modifications, unsupported code, deleted content, incompatible plugins, account restrictions, or failure to follow the documented setup.
• SEO rankings, lead volume, conversion results, appointment availability, legal advice, policy drafting, or certification of accessibility or regulatory compliance.
• Emergency, same-day, telephone, video-call, or ongoing website-maintenance coverage.

How to report an issue

Send one clear email containing the order number, template and version, Framer project or affected page, expected behavior, what happened instead, steps that reproduce the issue, and relevant screenshots or a short screen recording. Do not send passwords, payment-card details, customer records, private vehicle information, or other sensitive data.

We may ask the purchaser to reproduce the issue in a fresh copy or provide time-limited access to a non-production project. Keep a backup before granting access or applying a suggested change. PixelSunset is not responsible for content or changes lost because the purchaser did not maintain a backup.

Fixes, workarounds, and refunds

For a confirmed covered defect, PixelSunset may provide instructions, a workaround, a corrected component or file, or an updated template copy. If a material covered defect cannot be cured within a reasonable time, the purchaser may request review under the Refund Policy.

Updates

If PixelSunset publishes an update to the purchased product's current major version, such as version 1.x, it will be made available to eligible existing purchasers through the delivery channel. Updates may replace earlier files or links. No particular feature, release date, update frequency, future Framer compatibility, major-version upgrade, or lifetime update service is promised.

After the support period

The licensed right to keep using the purchased version for the one licensed website does not end when support ends. Documentation and already-published eligible updates remain available through the delivery channel while PixelSunset continues to offer them, but individual troubleshooting is no longer included. Any optional paid assistance would require a separate written agreement.

Related terms

See the Template License for usage rights and the Refund Policy for eligible order remedies.