Dear Andrei,

As we have already mentioned above and you have confirmed, the question of refunds is now closed. You are raising this matter again in a repetitive manner.

Best regards,
8Theme’s Team

Dear Andrei,

We have already processed the refund for you for the 6-month extended support, as agreed in our previous replies. Therefore, questions regarding refunds are considered closed.

We kindly ask you to respect our agreements.

Best regards,
8Theme Team

Thank you for providing access to the admin panel. However, we also require FTP access.

For FTP access, please provide the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please contact your hosting provider, who will guide you through the process.

Best regards,
The 8Theme Team

Dear Andrei,

Thank you for your message and for sharing your thoughts openly. We truly appreciate your respect, understanding, and willingness to find a balanced solution.

At this stage, we suggest finalizing the current customization tasks that are attached to this correspondence. Once these specific questions are resolved, we will be glad to continue providing support on a free-of-charge basis. This approach will help us restore fairness and ensure that both sides can move forward smoothly.

We value your cooperation and look forward to completing the remaining steps together so that we can continue our collaboration in a positive and productive way.

Best regards,
8Theme’s Team

Dear Andrei,

If fairness is a key priority for you, we kindly ask you to clarify how you plan to ensure fairness in this situation, given that we have already provided our customisation services free of charge and have not received any compensation for them.

If this matter cannot be resolved in a fair and transparent way, we will unfortunately not be able to continue any cooperation.

Best regards,
8Theme Team

Dear Andrei,

Thank you for your message and for sharing your concerns.

We understand your point regarding the support period and appreciate your clarification. However, as mentioned earlier, we have already processed the refund for your purchase within 24 hours. Once a refund is issued, the purchase and its associated support license are automatically canceled in accordance with Envato’s policy. This means that we are no longer able to provide further assistance under that license.

We truly regret that this situation has caused disappointment, as we always strive to maintain a positive and professional relationship with our customers. Please be assured that our decision was made only after careful consideration of all circumstances.

We have dedicated a significant amount of time to your project without receiving any compensation. As a result, we have effectively worked at a loss, while this time could have been allocated to other clients who are also waiting and willing to pay for their customizations.

We sincerely wish you success with your project and hope you find a suitable team to continue working with you.

Best regards,
8Theme Team

Dear Andrei,

Thank you for your message and for sharing your concerns.

We are sorry to hear that you feel disappointed with the outcome so far. Please rest assured that our intention has always been to provide you with the best possible support within the scope of Envato’s support policy.

As mentioned earlier, we completed all tasks included in the list you provided. Any additional requests beyond that list are considered custom work and therefore require a separate estimate and payment. We understand that you expected broader assistance, but according to Envato’s policy, our standard support does not cover extended customization or development beyond the agreed scope.

To move forward, please specify which exact items from the original list you believe remain unfinished. If any of those items were not completed as agreed, we will review and fix them promptly. However, if your current requests concern new or different tasks, we will provide a new quotation for those.

Regarding your refund request, if you prefer not to continue with the customization, we can proceed with a refund for the two additional licenses that caused the misunderstanding. The third license, however, was fully supported according to Envato’s policy, and therefore does not qualify for a refund.

We value your cooperation and would like to resolve this matter professionally and fairly. Please let us know how you wish to proceed so that we can take the appropriate next steps.

Best regards,
8Theme Team

Dear Andrei,

We sincerely apologize if there has been any misunderstanding. The two additional licenses we requested from you were meant as a form of customization. The value of these two licenses corresponds exactly to the amount of development time we spent on the list of tasks you described and which is attached to the answer below.

If this list has already been completed and you would like further customization for your website, we will then prepare a new estimate of the development time required. Based on that, we will calculate how many additional licenses would be needed.

Before proceeding with the next estimation, please confirm that the previous list has been fully completed so that we can close this matter and not return to it again. A screenshot of the mentioned list is attached.

Best regards,
8Theme Team

Hello, Sebastian,

Could you please provide temporary wp-admin and FTP access? We will check what can be done to help you.
To grant WP-Admin access, please proceed to create a new user account with an administrator role through your WordPress Dashboard. Once the account is established, you may securely transmit the username and password to us via the Private Content section designated for this purpose.

For FTP access, we require the following details: FTP host, FTP username, FTP password, FTP port, and FTP encryption type. If you need assistance in creating these credentials, please reach out to your hosting provider who will guide you through the process.

Best Regards,
8Theme’s Team

Dear Andrei Andrei,

Thank you for your message.

We understand your concerns and appreciate the clarification. However, as we have mentioned before, the two additional licenses include only the customization of the items initially described. Any further requests beyond those items require additional customization services, which are not covered by the existing licenses.

We value your trust and your cooperation, but we must follow our terms to ensure fairness and consistency for all our customers. Please review the attached screenshot showing what has already been delivered according to our previous agreement.

If you wish to continue, we will be happy to proceed under the current terms. Otherwise, if you prefer to end the cooperation, you may request a refund through the following link: https://themeforest.net/refund_requests/new

We always aim to provide excellent service and hope we can find a solution that works best for you.

Best regards,
8Theme’s Team

Dear bolekproduction,

Thank you for your message. We have updated your 8theme dashboard, and everything should now be working correctly. Please see the attached screenshot for your reference. Also, don’t forget to clear your browser cache.

Best regards,
The 8Theme Team

Dear Andrei Andrei,

The screenshot you sent shows the correct item. Please proceed with the payment, and we will start the customization on your website.

If you do not wish to have customization on your website, then please do not make the payment and continue using the theme as it is.

If you need assistance within the Envato support policy, feel free to ask your questions, and we will be happy to help. If we see that your requests go beyond the Envato support policy, we will inform you accordingly.

Your purchase gives you the right to install the XStore theme package on your website and receive support within the limits of the Envato support policy.

Best regards,
8Theme’s Team

Hi bolekproduction,

Thank you, we have already confirmed your payment. The SalesMax section should now appear in your account: https://www.8theme.com/account/

Best regards,
8Theme’s Team

Hello, ziga32,

We have made changes to the file
wp-content/plugins/et-core-plugin/inc/core.php
This should resolve the issue; however, we still notice that the server is blocking access.

Best regards,
8Theme Team

As we discussed previously, in order to proceed with the customisation from our side, you will need to purchase two additional XStore theme licenses. This means that in your downloads section, you should have XStore listed three times in total. At the moment, we can see that you currently have only one license. Please refer to the screenshot for clarification.

Best regards,
8Theme’s Team