Support Policy

About this Support Policy

This Molongui Support Policy describes what support you can expect from us in regards to Molongui Service.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 December 2022.

By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.

What Our Support Service Covers

We only support our Products, sold on Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your plugin, please first check the documentation and FAQs of the extension. Your question might have been answered already. If it hasn’t, please submit a support ticket here.

Retired products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our Helpdesk.

At, we offer support when your site is using the latest release of WordPress, and the previous two before that. This is often called L-2 or “Latest minus two versions”, where the version number is in the format of x.y.z – we focus on the second then first number. For example, if the current version of WordPress is 6.3.z then the oldest WordPress version we support is 6.1.z.

For our extensions and themes, we support the latest released version of those only.

As part of the support and troubleshooting process, updating the to latest version often resolves any problems so we do recommend this initially. For more information about how to do this, please see our documentation.

Bug Fixing

We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we might ask you to go through those steps.

What Our Support Service Does Not Cover

Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services. We may require you to disable Third Party products that are installed alongside our Products before we are able to assist you.

We do not give general WordPress support. You can find resources and answers around WordPress in the forums.


We provide our Products as is. While we can help you to configure our products within the capabilities of each plugin, we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you.

If you need customization, please Contact Us outlining the product you need to build, what it is going to look like, and its specific requirements and functions. We will get back to you with a quote.

Product Support Channels

We provide Support Services through our Helpdesk – this can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, or over the phone) at this time.

You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you – if you do, please follow our documentation about how to provide admin access securely. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.

General Information

If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.

Incorporation by reference

This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:

  • Interpreting these Use Terms
  • Support Service
  • Passwords and Account Security
  • Your Privacy
  • Warranties
  • Liability
  • Documents and Notices

The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.

The defined terms in the Supplementary Glossary below in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.

Supplementary Glossary

  • Electronic Communications” means any text, voice, sound, image, or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
  • Helpdesk” means the Support Service interface on our Website, accessible at;
  • Support Policy” means this support policy, as amended from time to time;
  • Terms” means the Terms of Service located at


So, in short:

What We Cover

  • Assistance with using our products
  • Answering technical queries about our plugins’ built-in features and functionality
  • Assistance with bugs or issues from our end
  • Assisting in finding features or functionality with the help of existing docs or screenshots or screencasts

What We Do Not Cover

  • Assistance while using third-party plugins or page builders
  • Answering queries about server related features or conflicts
  • Custom requests for changes or help in modifying the code of our theme and plugins
  • Help with finding features or functionality working of third-party plugins or features