Support Policy

This policy details the help and support you can expect for products distributed from GravityPDF.com (the Site). The policy covers the free version of Gravity PDF, as well as paid, publicly available templates and extensions on the Site. The Bespoke PDF Development service has its own set of terms, and is excluded from this policy.

Support Scope

Our support experts (Support) can assist in a wide range of problems you might encounter, or questions you might have, when running a Gravity PDF product on your WordPress-powered website.

This includes:

Guided troubleshooting for PDF-related errors
Investigate and resolve confirmed bugs in Gravity PDF products
Help with installation and configuration of Gravity PDF products
Answer questions on using specific products and their features
Assistance with your account, payment, or license key
Link to the developer actions/filter documentation if custom code is needed to solve a problem
Basic troubleshooting for developers building a custom PDF template

When relevant, Support will provide links to documentation to provide more information about a specific product feature or troubleshooting step.

Limitations and Exclusions

Support is focused on helping people use Gravity PDF products within their intended scope. Because every WordPress-powered website has a unique environment, theme, and plugin combination, the following limitations and exclusions apply:

We do not support older versions of WordPress, Gravity Forms, or Gravity PDF products. If you encounter a problem, ensure your website is running the latest version of all software and confirm the issue is still present before opening a support ticket
Getting help for a paid GravityPDF.com product requires an active license key. Users who don’t have a license, or their existing license key has expired, will be asked to purchase a new license key before any assistance can be provided
If a bug is unique to your website, and not something Support can replicate, we will provide instructions on troubleshooting steps you can take to narrow down the root cause of the problem. Support will not log into your website and complete the troubleshooting for you
We do not provide support for WordPress, or third-party plugins and themes. This including official Gravity Forms products
Customizing Gravity PDF with custom code or creating a PDF templates is out of scope. Should you need assistance, please use our in-house Bespoke Custom PDF Development service

Refunds

You are eligible for a refund if a request is made from your GravityPDF.com account in the 0-30 day period after a product purchase, license renewal, or license upgrade. Refer to our Refund Policy for full details.

Customization and Development

Requests involving custom functionality, unique workflows, or tailored PDF layouts fall outside our standard support scope. If you need help customizing Gravity PDF, we offer an in-house Bespoke Custom PDF Development service. Our team of experts will work with you to design and build custom PDF templates, advanced integration, or fully-automated document workflows.

Operational Hours and Response Times

Gravity PDF support hours are 9:00am-5:00pm Monday to Friday, Sydney Australia time (public holidays excluded). Our team typically responds to new support requests within one business day. More complex issues may require additional investigation time – particularly if they involve reproducing the issue or coordinating with our development team.

How to Contact Support

All support is provided via email. You can open a new support ticket at https://gravitypdf.com/help/ and following the prompts.

Support Hours

Gravity PDF support hours are 9:00am-5:00pm Monday to Friday, Sydney Australia time (public holidays excluded).

How We Can Help

Installation, troubleshooting, and license issues are just some of the problems our expert team can help with.