Support Policy of Vabadus Estudios
Last Updated: 08/2024

1. Introduction

Vabadus Estudios is committed to providing high-quality support to all our customers. This support policy outlines the services we offer, our response times, available support channels, and other relevant information to ensure you have the best possible experience with our products.

2. Support Services Offered

Our support covers the following areas:

Technical Assistance: Troubleshooting technical issues related to our assets.
Usage Consultation: Guidance on how to use our assets in different game engines like Unity and Unreal.
Updates and Fixes: Information about patches, updates, and bug fixes.
Educational Resources: Access to guides, tutorials, and documentation.
3. Support Channels

You can reach our support team through the following channels:

Email: support@vabadusestudios.com
Contact Form: Available on our support page.
Forum/Community: Participate in discussions and seek solutions on our user forum.
Live Chat: Available during business hours (see item 4).
4. Business Hours

Our support is available during the following hours:

Weekdays: Monday to Friday
Hours: 9:00 AM – 6:00 PM (Brasília Time)
Holidays: We do not offer support on national holidays.
5. Response Time

Our goal is to respond to all support requests within the following time frames:

General Inquiries: Within 24 business hours.
Technical Issues: Within 48 business hours.
Complex Requests: May take up to 72 business hours for a complete response.
6. Scope of Support

Our support covers:

Purchased Products: Support is available only for products purchased directly from our website or partner platforms such as Unity Asset Store and Unreal Marketplace.
Versioning: Support is provided for the latest versions of our assets. Issues with older versions may not be covered.
Customization: Assistance with customizations may be limited to basic guidance.
7. Exceptions and Limitations

Support does not include:

Custom Feature Development: Specific modifications to assets beyond the originally offered functionalities.
Third-Party Configurations: Issues caused by unsupported third-party plugins or software.
Out-of-Hours Support: Requests outside of business hours will be addressed on the next business day.
8. Updates and Improvements

We are continuously working to improve our products. If you have suggestions or feedback, feel free to contact us. Your comments are valuable to us.

9. Refund Policy

Our refund policy is governed by the terms and conditions of the platform where the product was purchased (Unity Asset Store, Unreal Marketplace, etc.). Please check directly with those platforms for more information.

10. Changes to the Support Policy

This policy may be reviewed periodically. Changes will take effect immediately upon publication on our website. It is recommended that you review this policy regularly.

11. Contact

For more information or questions about this support policy, please contact us at: support@vabadusestudios.com