Support Policy

How EU Energy Label support works and what it covers.

Last updated: September 2, 2026

This policy describes support for the EU Energy Label Shopify app, operated by Staylime Inc. It complements our Terms of Service.

How to reach us

Submit a request through our contact form — the support links inside the app lead to the same place. We don't provide phone or live chat support: most requests are technical, and written tickets let us investigate properly.

Support is available Monday through Friday, 9:00 AM – 6:00 PM Central European Time, excluding most European holidays. We aim to answer within 24 hours; depending on ticket volume, please allow up to 1–2 business days. Support is available in English only.

What support covers

• Questions about using the app.
• Bugs and technical issues in the app itself.
• Theme setup help: finding the CSS selector values for collection, search, cart, and cart drawer templates in your theme, and setting up additional placements — such as home page sections — where your theme allows it. For custom or heavily customized themes this help is provided on a best-effort basis.

What support doesn't cover

• Legal advice or compliance confirmation. We can explain what the app does; whether your store meets the requirements of the EU Energy Labelling Regulation is an assessment we cannot make for you.
• Determining which of your products are covered by energy labeling regulations, or obtaining EPREL registration numbers — that information comes from your supplier or the EPREL public database.
• Errors in EPREL data. Labels and product information sheets are generated from data registered by the product's supplier; corrections can only be made by the supplier in EPREL.
• Shopify administration and native Shopify functionality. For those, contact Shopify support directly.
• Issues caused by other apps or custom code in your theme. Your first point of contact is the developer of that app or code.
• Development work — new features, custom integrations, or design changes.

We may reasonably limit or decline support in cases of excessive or repetitive requests, abusive communication, or requests aimed at obtaining development work outside the support scope.

To get the fastest response

• After submitting the form, look for the automated confirmation email. If it doesn't arrive within a few minutes, check your spam folder and the email address you entered — we may not have received your message.
• Tickets are handled in the order received — sending follow-ups before we've replied doesn't speed things up.

Changes to this policy

If this policy changes, we will publish the new version on this page with an updated date.