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Effective date: 23/12/2025
Last updated: 23/12/2025
This Refund Policy explains how refund requests are assessed and handled by GD EQUESTRIAN LTD (Company number 14818864, legal address: Dept 5447a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP), trading as templfly.com (“Templfly”, the “Company”, “we”, “us”, “our”), in relation to payments made directly to us via templfly.com (the “Website”) for digital products (the “Products”).
This Refund Policy is a separate document and should be read together with the Terms of Use and any applicable licence terms for the Product (the “Licence Terms”). If there is any inconsistency, the Terms of Use prevail.
1. Scope
This Refund Policy applies to payments made on the Website for Products, including single templates, template kits, and bundles of digital assets. It does not apply to third-party services you may use with a Product (for example, hosting providers, plugins, themes, fonts, or email services), which are governed by the relevant third party’s terms.
All purchases on the Website are made directly from Templfly. Templfly acts as merchant of record and principal contracting party for Orders and administers any refunds (if any) under this Refund Policy and applicable law.
2. Key principle for digital products and immediate supply
Products are digital content. Supply of a Product occurs when the Product is made available to you for download, access, or use via your account, regardless of whether you choose to download or access it immediately.
Because digital content can be accessed immediately and retained after purchase, all sales are treated as final once supply begins, except where a refund (or another remedy) is required by applicable law or is granted under this Refund Policy.
If you are a consumer and the Product is supplied immediately, then by clicking the button to pay (or equivalent wording at checkout) you expressly request and consent to immediate supply of the digital content and you acknowledge that, once supply begins, you lose any statutory right to cancel that would otherwise apply to digital content. If you do not agree, do not complete the purchase.
Nothing in this Refund Policy limits any mandatory consumer rights you may have under applicable law (including, where relevant, mandatory consumer protection rights in your country of residence within the EEA that cannot be excluded by contract).
3. No refunds for change of mind or preference
We do not provide refunds for any of the following (this list is not exhaustive):
a) you changed your mind after purchase;
b) you selected the wrong style or decided not to use the Product;
c) the Product works as described but does not match a personal preference or a later design decision;
d) you expected functionality or inclusions that are not stated on the Product page or in the description;
e) your environment is incompatible (for example, hosting setup, PHP version, theme, plugins, builder configuration), where the issue is not caused by a defect in the Product itself;
f) you did not review the Product description, requirements, or compatibility information prior to purchase;
g) a client, employer, or third party no longer needs the project after purchase;
h) you no longer have access to the email account or login details associated with your account (without prejudice to our ability to verify ownership and assist with account recovery at our discretion).
4. When we may provide a refund or re-delivery
We may offer re-delivery, a corrected file, or a full refund in the limited situations below, subject to verification and subject to any mandatory legal rights you may have. Where possible, our preferred approach is to restore access or provide a corrected or replacement copy first.
4.1 Duplicate payment or obvious billing error
If you were charged twice for the same Order due to a technical or payment processing issue, or the amount charged clearly does not match the price shown at checkout, we may refund the duplicate or overcharged amount.
4.2 Non-delivery or failure to supply on our side
If payment is successful but the Product does not appear in your account or cannot be accessed/downloaded due to an issue attributable to our systems, we will attempt to restore access or re-deliver the Product. If, after reasonable efforts, we are unable to supply the Product, we may issue a full refund for the affected Order.
4.3 Seriously defective, corrupted, or incomplete files
If the Product files are technically corrupted or materially incomplete compared to the description (for example, missing core files or core layouts expressly promised), we will attempt to provide a corrected or replacement copy within a reasonable time. If we are unable to do so, we may issue a full refund for the affected Order.
Minor styling differences, routine adjustments, or changes needed to suit your specific theme/plugins/builder configuration are not considered defects.
4.4 Unauthorised payment
If you believe a purchase was made without your authorisation (for example, due to a compromised payment method), you should notify your bank or payment provider immediately and contact us as soon as possible with supporting information. We may request documentation to investigate and we will cooperate with the relevant payment provider. Unauthorised payment claims are often handled through the bank/card issuer’s dispute process, and outcomes may be determined by that process.
4.5 Exceptional cases (discretionary)
In rare, clearly documented situations where it would be manifestly unfair not to provide a refund, we may, at our sole discretion, issue a full refund. This does not create any entitlement to refunds in similar situations.
5. Wallet top-ups and Wallet balances
The Website may offer a Wallet that can be topped up and used only to pay for Products on the Website. The Wallet is a prepayment mechanism and is not a bank account, deposit, or trust account, and no interest accrues.
Wallet top-ups are generally non-refundable, except where required by applicable law.
A Wallet top-up becomes non-refundable once any portion of the Wallet balance is used to complete an Order, as the top-up forms part of a prepayment for immediately supplied digital content. By clicking the button to top up (or equivalent wording), you expressly agree to this.
Where you have not used any portion of your Wallet balance after a top-up, we may (but are not obliged to) consider a refund of that unused top-up at our sole discretion, unless applicable law requires otherwise.
6. Effect of refunds on licences and use
If we issue a refund for a Product, the licence granted for that Product terminates automatically. You must stop using the Product and, where reasonably possible, remove it from any live project, distribution, or deliverables and delete copies under your control. This does not limit any rights or remedies required by law.
7. How to request a refund
To request a refund or report a delivery/defect issue, contact us at:
Email: support@templfly.com
or via the contact form on the Contact page on the Website.
Please include:
a) your full name and the email address associated with your account;
b) the Order number(s) and purchase date;
c) the Product name(s) and platform/version details (where relevant);
d) a clear description of the issue;
e) relevant screenshots, error messages, and steps to reproduce (where applicable).
We may request additional information to verify your identity, confirm the transaction, and investigate the issue.
8. Review process, method of refund, and fees
We review requests in good faith based on this Refund Policy, our records and logs, and any mandatory legal obligations. We do not guarantee a specific response time, as some cases require investigation or coordination with payment providers.
If a refund is approved, we will normally refund to the same payment method used for the original transaction where technically possible.
Where permitted by law, any non-recoverable third-party processing fees (for example, currency conversion fees or payment gateway charges) may be deducted from the refunded amount.
9. Chargebacks and payment disputes
If you initiate a chargeback or payment dispute with your bank or payment provider, we may temporarily restrict access to the relevant Product(s) and/or your account while the dispute is investigated. We may provide the payment provider with relevant information about the transaction, delivery, and account access logs.
If we have already refunded you directly for the same transaction, you agree not to seek an additional refund for the same charge via chargeback.
10.Governing law and language
This Refund Policy is governed by the laws of England and Wales and is intended to be interpreted in English. If we provide any translation, the English version will prevail to the extent permitted by law. Mandatory consumer protection laws in your country of residence may still apply and are not excluded by this clause.
11. Changes to this Refund Policy
We may update this Refund Policy from time to time. The latest version will be available on the Website and will apply from the date it is posted. Continuing to use the Website after changes are published indicates acceptance of the updated Refund Policy.