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Bookly»Support Policy

Support Policy

Last updated: 26 October 2026.

This Support Policy describes the customer support you can expect for Bookly products. It forms part of our Terms & Conditions.

Where Bookly Is Sold

Bookly plugin licences, add-ons and Bookly Cloud subscriptions are sold primarily through this website, booking-wp-plugin.com. BOOKING TECHNOLOGIES, INC. (Delaware, USA) acts as the authorised distributor and seller of record for these purchases and provides customer support. The Bookly software is owned by NOTA-INFO S.R.L. (Republic of Moldova).

Bookly Pro is also available on CodeCanyon by Envato. Purchases made on CodeCanyon are supported under the conditions described in the section Purchases Made on CodeCanyon below.

Who Can Get Support

  • Bookly Free. Community support on the WordPress.org forum. Our team follows the forum, but we cannot guarantee a reply to every topic.
  • Paid plans purchased on booking-wp-plugin.com (Pro, Business and Ultimate). Support by ticket is included with your purchase. Annual plans include support for as long as the subscription is active. Lifetime plans include support with no renewal required. The support level of each plan is shown on the Pricing page.
  • Bookly Cloud. Support by ticket for as long as your Bookly Cloud subscription is active.

What Is Included

  • Answering questions about how to use the plugin
  • Help with configuring the plugin’s settings
  • Answering technical questions about the plugin’s built-in features and functionality
  • Assistance with reported bugs and issues
  • Updates to ensure the product works as described

What Is Not Included

  • Installation services
  • Customization services
  • Support for customized versions of the plugin
  • Answering questions about third-party plugins

Response Time

Our general response time can be up to 2 business days, although we strive to respond to all inquiries within 24 hours.

How to Submit a Ticket

If you need help setting up or configuring your plugin, we recommend visiting the Bookly Help Center and our video tutorials first. Your question might have been answered already. If it hasn’t, please submit a request or write to support@bookly.net.

To speed up the process of resolving an issue, please include your purchase code or order number and the address of your website in your initial request. If we need WP admin or FTP access to your website, we will ask for it in the ticket.

IMPORTANT: Please add additional comments and information via the one ticket only. We kindly ask you NOT to submit a new ticket with the same concern because it delays the response time.

Purchases Made on CodeCanyon

For Bookly Pro purchased on CodeCanyon, we follow the rules set by Envato Market and provide support to users with an active item support subscription. You can read more about Envato Market rules on item support here.

We do NOT provide support for Bookly Pro purchased on CodeCanyon without an active item support subscription. If your item support subscription has expired, please consider renewing it: how to renew your item support.

If you use Bookly Pro purchased on CodeCanyon together with Bookly add-ons, we provide support for all of them as long as you have an active item support subscription on Bookly Pro. We do NOT provide support for the add-ons if your item support on Bookly Pro has expired, because in most cases we also troubleshoot Bookly Pro when troubleshooting its add-ons.

Refunds

Refunds for purchases made on booking-wp-plugin.com are governed by our Refund Policy.

Refunds for purchases made on CodeCanyon are governed by the Envato Market Refund Rules. We do not issue refunds for the CodeCanyon item support subscription if you decide to cancel it after the purchase is confirmed.

Other Details

The Bookly team has the right to decline support if the user is violating our support policy, which may include refusal to provide purchase codes for Bookly products, disrespectful attitude towards our support agents, offensive language or flooding our public forums.

This Support Policy was first published on 1 February 2019 and may be amended from time to time.