1. Scope of this Policy
Last update 21/10/2025
This Policy covers payments made on templfly.com for:
- single templates and template kits (WordPress / Elementor, WooCommerce, HTML, Figma, PSD, presentation templates);
- bundles sold on the Marketplace (e.g. business bundles including multiple assets).
It does not apply to any third-party services or external platforms you may use together with our templates (hosting, plugins, email services, etc.).
2. General principle – digital products
Once a digital file has been delivered to your account and made available for download, you effectively have full access to the asset.
For this reason:
- as a rule, all digital sales are treated as final;
- we do not provide refunds simply because you changed your mind, selected the wrong style, or decided not to use the template;
- we also do not refund purchases where:
- the template works as described, but does not match a later design preference;
- you expected specific functionality that is not mentioned in the product description.
However, we understand that genuine issues can occur. Section 4 explains the situations where we may consider a refund.
3. 14-day review window
Templfly offers a 14-day review window from the date of purchase during which you can contact us if there is a problem with your order.
This is not an unconditional “no-questions-asked” money-back guarantee. It is the period in which:
- you must report any technical or access issue (non-delivery, corrupted files, etc.);
- you may request a refund if you believe there has been a clear error.
Requests sent after 14 days may still be reviewed where required by applicable law, but outside that period we are generally unable to offer a refund unless there are exceptional circumstances.
4. Situations where we may grant a refund
Subject to our review and verification, Templfly may offer a full or partial refund in the following types of cases:
4.1 Duplicate payment or obvious billing error
- You were charged twice for the same item due to a technical or payment processing issue; or
- the amount charged clearly does not match the advertised price at the time of purchase.
In such cases we may refund the duplicate or over-charged amount.
4.2 Technical failure or non-delivery on our side
- Your payment was successfully completed, but the purchased template does not appear in your account and cannot be downloaded from the “My Purchases” section;
- repeated attempts to access the files fail for reasons traced to our systems (and not to your device, connection, or software).
We will first attempt to restore access or re-deliver the files. If, after reasonable efforts, we are still unable to provide you with the purchased asset, we may refund the affected transaction.
4.3 Seriously defective or incomplete files
- The files are technically corrupted or clearly incomplete (for example, missing core layouts promised in the description), and
- we are unable to provide a corrected version of the same product within a reasonable time.
Minor styling differences or adjustments required for your specific theme, plugins, hosting, or builder configuration are not considered a defect.
4.4 Unauthorized payment
If you believe a purchase was made without your authorization (for example, due to a compromised card or payment account), you must:
- immediately inform your bank or payment provider; and
- contact us with supporting documentation (such as a bank statement or confirmation that the card has been blocked).
We will review the case and cooperate with the payment provider. In many situations, unauthorized payments are handled directly by your bank, and they may reverse the transaction.
4.5 Other exceptional situations
In rare and clearly documented situations where it would be manifestly unfair not to issue a refund, Templfly may, at its sole discretion, grant a full or partial refund outside the standard scenarios above.
5. Situations that are not eligible for refund
We normally do not provide refunds in the following situations:
- you purchased the wrong platform (for example, an Elementor kit instead of a theme for a different builder), and the product page clearly indicated the supported platform;
- you did not read the product description, features, or requirements before purchasing;
- your hosting, PHP version, theme or third-party plugins are incompatible, and this incompatibility is not caused by a defect in the template itself;
- you expected the template to include custom images, stock photos, fonts or plugins that are only used for demonstration and not included as files, unless the product page explicitly states they are included;
- you claim that a client, employer or third party no longer needs the project after the purchase;
- you no longer have access to the email account or login details associated with your Templfly account.
Where a refund is granted for a template, the licence automatically terminates, and you must stop using the asset and remove it from any live project or distribution where reasonably possible.
6. How to request a refund
If you believe your case qualifies for a refund under this Policy, please contact us within the relevant timeframe:
- Email: [email protected]
- or use the contact form on the Contact Templfly Marketplace page
Please include:
- your full name and Templfly account email;
- order number(s) and purchase date;
- the product name(s) and platform(s) (e.g. Elementor, Figma, HTML);
- a clear explanation of the issue;
- any relevant screenshots or error messages.
We may ask for additional information to verify your identity, reproduce the problem, and locate the transaction in our systems.
7. Review process and timing
- Refund requests are processed in the order they are received.
- We aim to review each request within a reasonable period, but we do not guarantee a specific response or resolution time, as some cases require additional investigation or coordination with payment providers.
- The decision to approve or decline a refund is made by Templfly in good faith, taking into account this Policy, our logs and records, and any mandatory legal obligations.
If a refund is approved:
- we will normally refund via the same payment method that was used for the original transaction, where technically possible;
- any non-recoverable third-party processing fees (such as currency conversion or gateway charges) may be deducted from the refund amount, where permitted by law.
8. Chargebacks
If you initiate a chargeback or payment dispute with your bank or card issuer:
- we may temporarily suspend or revoke access to the associated templates while the dispute is being investigated;
- we will provide the payment provider with relevant documentation about the transaction.
If we have already refunded you directly, you agree not to seek an additional refund for the same charge via chargeback.
9. Changes to this Policy
We may update this Refund Policy from time to time. The latest version will always be available on templfly.com and will apply from the date it is posted.
If you continue to use the Marketplace after changes have been published, you are deemed to have accepted the updated Policy.
