Last updated: July 20, 2026

For a full list of our policies visit: Policies

CW Creative Hub provides support for eligible themes, plugins, applications, hosted services, and setup services purchased directly from CW Creative Hub.

What standard support includes

Standard product support may include:

• Help downloading and installing the purchased product
• Assistance with activation or license-related errors
• Troubleshooting features that are not working as documented
• Guidance on supported WordPress, WooCommerce, membership, browser, or operating-system requirements
• Access to available product updates during the customer’s update-entitlement period
• Clarification of product documentation and standard settings

Support does not automatically include logging into a customer’s website or server. Hands-on access, installation, configuration, customization, migration, or development may require a separate service purchase.

Guided installation support

Guided Installation Support means the customer performs the installation while CW Creative Hub provides instructions and reasonable troubleshooting by email.

It does not include:

• CW Creative Hub performing the installation
• Full website configuration
• Custom coding
• Content entry
• Third-party account setup
• Server administration

Installation and setup services

Customers who purchase Installation + Basic Setup or another hands-on service may be asked to provide temporary, limited access through an approved secure method.

Do not send passwords, payment details, private keys, or sensitive credentials through ordinary contact forms or unencrypted email.

Support period

Unless a product page states otherwise, standard support begins on the purchase date and continues for the period listed on the product or service page.

Support for expired plans, unsupported product versions, or products obtained from another seller may require renewal or a paid support service.

Response times

We aim to respond to support requests within one to three business days.

Response times are estimates and may be longer during:

• Weekends or holidays
• Major product releases
• Widespread third-party outages
• Requests requiring investigation
• High-volume support periods

Emergency or same-day support is not included unless specifically purchased.

Supported environments

Customers are responsible for maintaining a compatible environment, including:

• A supported version of WordPress
• Current PHP and database versions
• Valid SSL
• Adequate hosting resources
• Updated browsers or operating systems
• Properly licensed third-party software

CW Creative Hub is not responsible for problems caused by unsupported hosting, outdated software, modified core files, malware, server restrictions, or conflicts introduced by unrelated third-party products.

Customizations

Changes to layout, workflow, features, styling, integrations, or business logic are considered customization unless the product is failing to work as documented.

Customization may require a separate quote or service purchase.

How to request support

Contact:

Email: support@hub.arenacity.online
Support page: Support

Or use the online chat in the bottom right of this website.

Includes:

• Your name and order number
• Product name and version
• Website URL, where applicable
• A clear description of the issue
• Screenshots or error messages
• Steps that reproduce the problem