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Support Policy

How Theme Companion support works and what it covers.

Last updated: August 20, 2026

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

How to reach us

Submit a request through our contact form — the Get 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.

  • Requests and questions about the Get expert help service, including quotes.

What support doesn't cover

  • Resolving your conflicts, editing your theme's code, or completing updates for you. Theme Companion is a self-service tool — that work is yours, or it's available as the paid Get expert help service.

  • Theme bugs and theme functionality. Themes are built and supported by their vendors — contact the vendor of your theme.

  • Shopify administration and native Shopify functionality. For those, contact Shopify support directly.

  • Issues caused by other apps or custom code in your theme, including sections you or your developer have modified. Your first point of contact is the developer of that app or code.

  • Development work — new features, custom sections, 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.

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