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Support Policy

In order to streamline support requests and better serve you, we utilize a support ticket system (with effect from 12th Sept, 2014). Every support request is assigned a unique ticket number which you can use to track the progress and responses online. 

Support Eligibility

  1. 6 Months Free Premium Support for each license from the date of purchase
  2. You can extend the support for another 6 months (i.e 1 Year Support) by paying additional 30% of price of the extension. This needs to be done within 7 days from the date of purchase
  3. Support can be renewed for 6 months once the support is expired. The charges for renewing support is 60% of latest price of the extension

Support Features

  1. Installing the extension / module
  2. Fixing any bug or issues in the extension
  3. Template customization support (VQMOD / OCMOD). Please note we do not provide support for the templates mentioned below. Extra charges ($50) applicable to provide support to those particular templates / theme***

Support Timing

  1. Support is opened only on every weekdays (Monday to Friday), Support Timings are 11.00AM to 4.00PM IST (Indian Standard Time)
  2. Support is Closed on every Saturday and Sunday
  3. Support is closed on Public Holidays followed by Indian and the United States Government
  4. Ticket/Support requested might not be addressed during non-business hours.
  5. On special cases / in rare cases, our developer might provide weekend support.
  6. We provide high priority support on all days, however extra charges are applicable.

Support System

  1. All post purchase queries or issues must be addressed through our support system. Queries / issues posted in OpenCart comment area or any other section will not be addressed. Issues / queries via email might not be replied. For any queries / issues related to purchase, you must raise a support ticket in the system
  2. For pre sale queries, you can email us directly or use our contact form / enquiry form. You can email us at

Ticket Response time

  1. Once support ticket is raised, one of our representatives will respond (initial communication) to the ticket within 24 - 48 hours (1 - 2 business days). [Please note resolution time is not predictable. It might even take 2 weeks in rare cases]

Cancellation and Refund

Please read our cancellation and refund policy here at

Support terms and conditions

  1. The support policy is applicable to all huntbee products purchased via HuntBee Store (this website) and OpenCart Marketplace 
  2. Our support policy may or may not change, and we may not notify you via email.
  3. By purchasing a product you agree to all the points mentioned here.

***Templates where FREE SUPPORT will not be covered or Charged additional $50* for 6 months:

  1. PAVILION TEMPLATE - [Since this template doesn't follow OpenCart Standards and it uses it's own coding standards] 

If you have any concern or suggestion or clarification regarding our support policy, please feel free to contact us at

Last updated: 08 April, 2020

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