Support
Last updated: June 27, 2025 · sellmycode.net
This policy explains how item support works on SellMyCode — what support means, what authors are required to provide, and what buyers can and cannot expect depending on whether a product is listed with or without support.
Read before you buy: Every product on SellMyCode clearly states whether the author provides support or not. This information is displayed prominently on the product listing page. Please review the support status carefully before completing your purchase — it directly affects what assistance you are entitled to after buying.
Support included
Author provides support
The author has committed to supporting buyers for the published support period. They are obligated to respond and assist within that timeframe.
No support
Author does not provide support
The product is sold as-is. The author has no obligation to provide assistance, and buyers cannot request support or use the absence of support as grounds for a refund.
01
How support status is displayed
Every product listing on SellMyCode includes a clearly visible support status indicator. Before purchasing, buyers can see at a glance:
- Whether the author offers support — and for how long (e.g. 1 month, 6 months, 1 year, or Forever)
- Or that the product is sold with no support
This information is shown on the product detail page alongside pricing, license type, and download information. It is the buyer's responsibility to read and understand the support status before completing a purchase.
SellMyCode will not accept refund requests or disputes on the basis that a buyer was unaware of the support status. The support status is prominently displayed on every listing prior to purchase.
02
Products with support — author obligations
When an author lists a product with a defined support period, they make a binding commitment to buyers. Authors who offer support must:
What support must cover
- Respond to support requests submitted by buyers within a reasonable timeframe during the support period
- Assist with installation, initial configuration, and setup questions related to the product
- Investigate and address bug reports for functionality that was advertised but does not work as described
- Provide guidance on using features that are part of the published product scope
What support does not need to cover
- Custom modifications or feature additions not included in the original product
- Integration with third-party tools, plugins, or APIs not mentioned in the product listing
- Issues caused by buyer modifications to the original code
- General coding education or training unrelated to the specific product
- Support requests submitted after the support period has expired
Authors who consistently fail to honor their published support commitments may have their listings suspended or their author account penalized at SellMyCode's discretion.
03
Products without support — buyer expectations
When a product is listed as not supported, the author has made it explicitly clear that no assistance will be provided after purchase. Buyers who purchase an unsupported product acknowledge and accept the following:
- The author has the right to decline any support requests without explanation
- The author is under no obligation to respond to installation questions, bug reports, or usage queries
- Buyers may not request a refund solely because the product does not include support
- Buyers may not open a dispute on the basis that the author refused to provide support
- The absence of support does not constitute grounds for a chargeback or refund claim
Purchasing a product listed as "no support" and then demanding assistance or threatening a refund because support was not provided is a violation of this policy and may result in account suspension.
04
Refunds for unsupported products
While unsupported products cannot be refunded due to lack of support, refunds for unsupported products may still be considered in the following specific circumstances:
Valid refund grounds for unsupported products
- Product does not match the demo or preview — the delivered product is significantly different from what was shown in the listing's demo, screenshots, or preview video
- Missing advertised features — the product is missing one or more features that were explicitly listed by the author in the product description
- Non-functional product — the product files are corrupted, incomplete, or cannot be used in any reasonable way
- Duplicate purchase — the buyer accidentally purchased the same product more than once
Not valid refund grounds for unsupported products
- The buyer could not install or configure the product without assistance
- The product does not meet the buyer's personal expectations despite matching the description
- The buyer lacked the technical skills to use the product
- The buyer changed their mind after purchase
- The author did not respond to support messages — for unsupported products, this is expected and permitted
All refund requests for unsupported products must be submitted within 14 days of purchase and must include clear evidence — screenshots, screen recordings, or a written description — demonstrating that the product does not match its listing. Refund requests are reviewed by SellMyCode's support team and all decisions are final.
05
Buyer responsibilities
To ensure a fair and transparent experience for all parties, buyers are expected to:
- Review the support status on every product page before purchasing
- Assess whether they have the technical skills required to use an unsupported product independently
- Submit support requests through the official SellMyCode support channel — not through product reviews, ratings, or public comments
- Provide clear, specific information when requesting support — including their environment, error messages, and steps to reproduce any issue
- Not use negative reviews or ratings to pressure authors into providing support on unsupported products
06
Contact
If you have a question about support for a specific product, or wish to report an author who is not honoring their published support commitment:
