Support Policy - demonisblack Store

Last Updated: June 2026

Thank you for purchasing our products from demonisblack Store. We are committed to providing quality support to help customers successfully use our HTML5 games and related digital products.

This Item Support Policy explains the support services we provide, what is covered, and the limitations of those services.

1. Support Availability

Support is available to customers with a valid product license and includes 6 months of complimentary item support from the date of purchase. After this period expires, you may continue using the product in accordance with its license, but technical support is no longer included unless support is renewed or otherwise offered.

Support requests should be submitted through the product’s Item Support page or by emailing store@demonisblack.com. Support is provided during normal business hours, and response times may vary depending on request volume, issue complexity, and public holidays.

2. Support Duration

Each purchase includes 6 months of complimentary item support from the date of purchase.

After your support period expires, you may continue using the product in accordance with its license. However, you will no longer be eligible for item support unless your support is renewed.

You can renew your support for an additional 6 or 12 months at any time from My Account > Orders. Renewal pricing is based on the license type originally purchased.

3. What Support Includes

Item support includes reasonable assistance with:

Questions regarding product features and usage.
Troubleshooting issues related to the original product files.
Investigating reproducible bugs.
Clarification of product documentation where applicable.

4. What Support Does Not Include

Item support does not include:

Custom development or feature implementation.
Modifications to existing functionality.
Reskinning, design changes, or asset creation.
Third-party software, plugins, frameworks, or services.
Server configuration, hosting, deployment, or website administration.
Issues caused by customer modifications to the original product.
General programming or development training.

5. Before Contacting Support

To help us investigate your issue efficiently, please include:

Product name.
Order number or purchase code.
A detailed description of the issue.
Screenshots or screen recordings, if applicable.
Error messages or console logs, if available.
Steps to reproduce the issue.

Incomplete reports may require additional information before troubleshooting can begin.

6. Modified Products

Support may be limited or unavailable for products that have been substantially modified after purchase.

When troubleshooting modified products, you may be asked to reproduce the issue using the original, unmodified files.

7. Response Times

We strive to respond to all support requests as promptly as possible.

Business Days: Typically within 1–2 business days.
Weekends and Public Holidays: Responses may take longer than usual.

Response times are estimates only and are not guaranteed.

8. Support Language

Item support is provided in English only.

9. Support Conduct

We are committed to maintaining a professional and respectful support environment.

We reserve the right to refuse or discontinue support in cases involving:

Abusive or offensive language.
Harassment or threatening behaviour.
Repeated spam or duplicate requests.
Fraudulent activity or license violations.

10. Changes to this Item Support Policy

We may update this Item Support Policy from time to time.

Any changes will become effective upon publication on this page with an updated revision date.

Changes to this Item Support Policy do not reduce the complimentary support period included with purchases made before the effective date of the updated policy.

10. Contact

If you have any questions regarding this Item Support Policy, please contact us at store@demonisblack.com.