Privacy Policy

Support Policy

We are committed to providing quality support to all eligible DreamRocket customers. Please read this policy carefully to understand what is included in our support services and what falls outside the scope of support

Submitting a Support Request

If you are entitled to item support, you must initiate the process by submitting a support ticket through our official support page. Each ticket should be tied to a specific product and must include your valid purchase or transaction ID for verification.

What’s Included in Support?

✅ Response Time

Our standard response time is within 2 business days, although delays may occur during peak hours or holidays. Our support team operates Monday through Friday, excluding public holidays. If a ticket remains unanswered by the customer for more than 72 hours, it will be marked as resolved and closed.

✅ General Usage Guidance

During your active support period, our team will assist you with general inquiries on how to use the product. This may include questions like:
“How do I assign a user to a specific plan?”
Assistance may come in the form of direct answers, links to documentation, or step-by-step instructions based on the available features.

✅ Essential Updates & Compatibility

If the product includes integration with third-party tools (such as CMS platforms or plugins), we will ensure continued compatibility with new versions and patch any discovered security vulnerabilities. These updates will be released as part of regular version releases available to all verified customers.

What’s Not Covered in Support?

❌ Customization Requests

We do not provide services to alter, extend, or redesign our items beyond their original functionality or features. If you require significant customization, we recommend hiring a qualified developer. We also do not support customized versions of our products — even if the customization was done by the customer themselves.

❌ Installation Assistance

Installation of the item on your server or system falls outside our free support scope. Given the variability of server environments and user experience levels, customers are expected to manage installations themselves. However, we do offer paid installation services, including optional Facebook App submission services, for those who need it.

❌ Server & Hosting Issues

We are not responsible for issues related to your web hosting provider, local environment setup, or third-party software conflicts. Please consult your hosting provider, system administrator, or the documentation for your hosting platform or software if such problems arise.

When Support is Not Available

Support will not be provided in the following scenarios:

• A valid transaction ID is missing or unverifiable in the support ticket.

• The item has been removed or deleted from your account, even if it was previously eligible for support.

• Any issues arising from third-party APIs (e.g., Facebook, Instagram, Google) that we integrate with. Please note that we are not affiliated with or endorsed by any API provider. If an issue is due to changes or limitations from the API provider, it must be resolved by them.

If you need to open a support ticket, please visit:

For faster resolution, always include your purchase ID, a detailed description of the issue, and any relevant screenshots or logs.