Policy and licensing

Support policy

About our support

We created this support section to help you find clear and fast answers about the Hype theme. If you can’t find what you’re looking for, you can always reach us through our contact form.

We are happy to explain how Hype works so you can make the most of your store. Our free support is limited to assistance with the theme as originally provided. Custom features, code modifications or issues caused by apps are not included.

Our support does not include:

What our support does NOT cover

Any general Shopify configuration should be reviewed in the official Shopify documentation.

Theme customizations (CSS, HTML, Liquid or creation of new sections).
Troubleshooting issues or bugs caused by third-party apps or custom code.
Configuring or customizing Shopify’s native features (e.g. checkout).

What our support DOES cover

Our support team can assist you with:

Questions about Hype features and functionality.
Guidance on theme settings and configurations available in the Theme Editor.
Bug reports related to the theme in its original state.

Updating your theme

We keep Hype up to date to:

Improve performance and stability.
Add new features.
Ensure compatibility with Shopify updates.

If a new version is released, you may need to manually copy your settings into the updated theme. Shopify provides tools to duplicate or export your theme to help with this process.
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👉 Learn how to update your theme

Code changes

Hype includes flexible theme settings that allow you to personalize your store without touching code. If you want to go further, you can edit the theme code directly in Shopify.

If you decide to modify the code, please make a backup first. Shopify allows you to duplicate your theme or export it as a .zip file.
Any issues caused by code modifications are not covered by our support.
If you need help with advanced customization, we recommend hiring a Shopify Expert.

Third-party apps

Shopify apps are an excellent way to extend your store. However:

We do not provide support for third-party apps or their code.
Compatibility is the responsibility of the app developer.
If an app causes a conflict with Hype, please contact the app developer directly. They are welcome to contact us if they need details about Hype’s structure.

Refunds

Hype is available through the Shopify Theme Store. All billing, including refund requests, is managed directly by Shopify. We do not handle or process payments ourselves.
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👉 For more information, please refer to Shopify’s Terms and Conditions.

Theme license

Hype is licensed for use in one Shopify store per purchase through the Shopify Theme Store.

A theme used in a store without a valid license from the Shopify Theme Store is not eligible for updates or support.
Using pirated or unauthorized copies may result in your store being taken offline by Shopify.

Important notes

Support is provided in English or Spanish.
Our support hours are Monday to Friday, from 9:30 AM to 5:00 PM (CET/CEST, Madrid, Spain), except on local holidays. Responsibility for security lies with the application developer.
Always check our documentation before contacting us, as many common questions are already covered.

Web accessibility

Accessibility ensures that users with disabilities—whether visual or motor—can easily browse your store, using tools like keyboards or screen readers.

At Hype, we’ve implemented best practices to make sure your store is usable for everyone, and we’re continuously working to improve it.

Is my theme compliant with ADA and EU regulations?

ADA (Americans with Disabilities Act): A U.S. law that requires websites to offer accessible navigation, like keyboard support and alt text for images. While we can’t guarantee full legal compliance, we’ve implemented many practices that support accessibility. So far, no complaints have been reported regarding our themes.
EU Regulation: The European Accessibility Act (Directive 2019/882) sets out requirements for improving digital accessibility, including keyboard navigation and alt text for images. While we do not guarantee full legal compliance, we’ve applied many practices that support accessibility. To date, we haven’t received any complaints regarding this matter.

Best practices for merchants

Limit the use of apps: Some apps may negatively affect accessibility. Contact the app developers for more information.
Use accessible content: Make text clear and understandable for screen readers. Avoid vague phrases like "Learn more" and prefer specific ones like "Learn about our dresses."
Color contrast: Ensure that text and background colors meet at least AA contrast level (WCAG 2.1). Online tools are available to help you check this.
Avoid overusing videos: Prioritize images (with alt text) and written content. If you include videos, add subtitles or descriptions.

Authorized use and transfer of the Hype

The Hype theme is offered for free, at no cost to the user. However, its use is subject to the conditions defined in Shopify's Terms of Service (article 9.4).

Authorized use

Even though Hype is free, it may only be used on an active and legitimate Shopify store. Installing the theme on multiple stores is not permitted unless the appropriate process is followed. Each installation must correspond to a single store.

Can I use Hype on more than one store?

No. Use is limited to one store per installation. If you manage multiple stores, you’ll need to install the theme separately in each one via official channels, following Shopify’s Terms of Use.

Unauthorized stores

If you’re using Hype on a store that obtained the theme from unofficial or unauthorized sources, that store won’t be eligible for support or updates. We also reserve the right to report improper use to Shopify’s legal team, including the possibility of issuing a DMCA takedown notice.

Can I use it on a development store?

Yes. If you're an agency or developer working on a development store (password-protected and without active payments), you may install Hype freely in that environment.

Please keep in mind:

The theme must be officially installed on the final (production) store.
If you contact our support team, please include the URL of the store where the theme has been properly installed so we can validate the license.

Store transfers

If you need to transfer the theme from one store to another, you’ll need to contact Shopify support directly to learn about the requirements.

Shopify only allows transferring a theme after the original store is fully closed. Currently, there is no way to transfer it while keeping both stores active.