This Support Policy outlines the level of assistance you can expect when using the Flits application. By using our services or submitting any personal information, you agree to the terms of this policy. For questions or concerns, feel free to contact us at support@getflits.com.

Overview

At Flits, we are committed to helping your e-commerce store succeed with powerful tools and features, including:

• Loyalty & Referral program
• Store Credit (Refund wallet)
• Wishlist
• Passwordless Login
• Customer Account Page & Related Enhancements

Our support team is dedicated to ensuring smooth onboarding, troubleshooting, and technical assistance as needed.

Support Availability

• Working Hours: Monday to Friday, 9:30 AM – 6:30 PM IST
  Note : Our Customer Success Specialist is Happy to help you anytime for Urgent Issues
• Holidays: Excludes Indian public holidays
• Response Time: Within first 6 hours, you will receive a response from our end regarding ticket and emails. Live chat is available within office hours.
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Note:
Login, sign-up, and reCAPTCHA functionalities are managed by Shopify, not Flits. For such issues, please contact Shopify Support.

Support Channels

You can reach our support team via:

• Email: support@getflits.com
• Ticketing System: Available
• Live Chat: Available for users on the Established Plan
• Scheduled Support Calls: Available on request via email

If live chat is unavailable, please leave a message and we will respond as soon as possible.

What Our Support Covers

• Installation & setup assistance (based on plan eligibility)
• General guidance and usage support for all Flits features
• Technical troubleshooting related to Flits modules
• Assistance during theme changes (when notified in advance)
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Onboarding Support

We offer onboarding support within the first 30 days of installation, which includes:

• A demo session introducing Flits features
• A detailed walkthrough of the admin/backend of Flits with Q&A

After the initial 30 days, onboarding sessions are still available on request by emailing support@getflits.com.

Custom Layout Support

Flits offers layout customization support under the following terms:

• Covers design-related changes only (not functional/feature changes)
• Up to 8 hours of design support, based on the finalized layout shared
• Support begins after access is granted from the store’s end (Creating a theme backup is strongly recommended)
• Flits operates using the Theme App Extension model

⚠️ We are not liable for issues caused by third-party code modifications, but we will assist where possible within the scope of Flits.

Ready to use API Support

We support API-related customization with the following:

• Detailed API documentation for your developer team (Ready to use API)
• Assistance with integrating Flits with third-party apps (based on plan eligibility)
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Custom Feature Requests + Custom API

Flits welcomes requests for new features. If a requested feature is deemed feasible, it will be added to our development queue based on existing priorities and timelines. We kindly request your cooperation in allowing our team the necessary time, as communicated by the Flits team, to thoroughly review, implement, and test the feature to ensure long-term stability and performance. Similarly, for any custom API support will also follow the same process as the custom feature request.

Please Note:

Custom feature development may incur additional charges or may require an upgrade to your current Flits subscription plan. We recommend consulting with our Client Success Team before proceeding. Development will only begin after your confirmation and agreement on any applicable terms.

Urgent Support

We prioritize critical issues such as:

• Flits app outages
• Feature malfunctions impacting business operations
• Response time may vary on weekends and public holidays
• Our team will make every effort to resolve the issue as quickly as possible

To escalate such issues, email us with “Urgent” in the subject line.

What’s Not Included in Support

The following fall outside the scope of our standard support services:

• Theme-related errors affecting registration/login pages
• Design changes to sign-up/login forms
• General theme customization
• Feature development or custom feature requests (Based on Feasibility)
• Issues caused by third-party apps (Support will be limited to Flits scope)
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Plan-Specific Support

Support services and available features may vary depending on your subscription plan. For detailed information, please visit our Billing Page or contact our support team.

Legacy Users (Before August 6, 2024)

If you subscribed to a Flits plan before August 6, 2024, and are seeking assistance related to newly introduced features under the updated billing system, please contact support@getflits.com for guidance.

Support Etiquette

We maintain a professional and respectful environment. Any abusive language, harassment, or unprofessional behavior may result in termination of support services.

Limitation of Liability

By granting staff access to your store, you acknowledge and agree that Flits is not liable for:

• Any direct or indirect changes made during support activities
• Loss of profits or incidental damages resulting from such changes

We recommend creating a backup before granting access or initiating major changes.

If you have further questions, suggestions, or require clarification, please contact our team at support@getflits.com.