Refund Policy

TemplateHub sells digital downloads: templates, UI kits, design assets, and related files licensed under Single, Multi, or Extended license types. This Refund Policy explains when refunds may be considered, how to request them, and what happens to downloads, licenses, and seller payouts if a refund is approved.

Cart and checkout surfaces link to this policy and describe refunds by reference to it ("Refunds per our Refund Policy"). This page is the product-aligned draft for those claims. It is not an unconditional money-back guarantee for every purchase.

This document is a content draft — not legal advice and not final until TemplateHub publishes an Effective date after business confirmation and legal review. Operator contact details remain Requires Business Input where noted.

Refunds are evaluated for completed orders only. Pending or incomplete checkouts are not refundable as orders because no completed purchase record exists yet.

Eligibility window (calendar days from purchase / download): Requires Business Input. TemplateHub’s admin tools can refund completed orders, but the public product does not yet encode a fixed automatic window (for example a hard-coded 30-day rule) as platform settings. Until the business confirms a window, treat timing as case-by-case review rather than a promised unconditional period.

Conditions that generally apply before a refund is approved:

The order status is completed (not already refunded).

You can identify the order (order ID / purchase record) and the product.

You cooperate with reasonable requests for evidence (see Section 6).

The request is not abusive and does not conflict with payment-processor fraud rules.

Digital goods are delivered electronically. Once files have been downloaded, refunds are more limited than for physical goods, except where the product was defective, not as described, undeliverable, or another valid reason in Section 3 applies — and subject to non-waivable consumer rights (Section 12).

TemplateHub may approve a refund of a completed order when one or more of the following reasonably applies (final wording subject to counsel):

Non-delivery — payment succeeded but download access was not made available due to a platform fulfillment failure (not buyer network issues alone).

Corrupt or unusable primary package — the delivered archive cannot be opened or is empty/broken, and the seller or platform cannot provide a working replacement in a reasonable time.

Materially not as described — the listing’s core nature (for example claimed tech stack or product type) materially differs from the delivered files in a way a reasonable buyer would find decisive, documented with specifics.

Duplicate charge or clear billing error attributable to TemplateHub checkout processing.

Other goodwill or risk cases TemplateHub decides to grant at its discretion (for example confirmed malware in a package after investigation).

Approval is not automatic. Admin review currently processes refunds through platform tools and the active payment processor (Stripe).

Unless mandatory law requires otherwise, refunds are typically declined when the request is based on:

Change of mind after a successful download of working files.

Buyer skill mismatch, preference for a different design style, or discovery that the buyer lacks the skills to customize the template.

Compatibility issues caused by the buyer’s environment when the listing reasonably disclosed the intended stack and the files match that disclosure.

Minor differences between screenshots/demos and production files that do not change the core product offered.

Buyer’s failure to read the applicable License Terms (for example wanting Extended-style resale rights on a Single license purchase).

Requests made solely to obtain files and then reverse payment (fraud pattern).

This list is illustrative for the digital-goods model. Counsel will finalize consumer-law exceptions before publication.

There is currently no fully self-serve buyer refund button in the product. Refunds are processed by TemplateHub administrators after a support request, using admin refund tools that create a payment-processor refund for the order amount and update order status.

To request a refund:

Contact TemplateHub support using the contact method in Section 13 (email/support channel once published, or Contact surface when available).

Include your account email, order ID (or enough detail to locate the purchase), product name, purchase date if known, and a clear reason.

Do not open a chargeback as your first step for issues we can fix (see Section 10). Contact us first when possible.

Sellers who receive buyer complaints about a listing should respond in good faith; TemplateHub may still decide the refund independently under this policy and the Seller Terms.

We may ask for evidence such as:

Screenshots of errors, missing files, or listing vs delivered content comparisons.

The exact download error message or timestamp.

Confirmation of devices/OS/tools used when reporting corruption or incompatibility.

Any communication with the seller about the defect.

Failure to provide reasonably available evidence may delay or limit approval. We may also review internal order status, download logs, and payment metadata consistent with the Privacy Policy.

Review timing: TBD / Requires Business Input for a public SLA. Operationally, refunds are manual admin actions today; timing depends on investigation complexity and seller response where needed.

If approved, TemplateHub initiates a refund through the active payment processor (currently Stripe) for the full order amount recorded on that order. Funds typically return to the original payment method according to the processor and your bank’s timelines — TemplateHub does not control card-network settlement speed.

A single checkout session may create multiple order records (one per product). When only some items qualify, TemplateHub may refund the full amount of the qualifying order line(s) without refunding other orders from the same session. The current admin refund path refunds the full recorded amount for each selected order — not an arbitrary partial amount within a single order.

You may receive an in-app notification and/or email when a refund is processed, where those notification paths are enabled.

When a refund is approved for an order, TemplateHub updates the order status to refunded. Further downloads for that order are blocked because download access requires a completed order status. On the admin refund path, the platform may also set the order’s max downloads to zero; payment-processor webhook refund handling updates status and related payout reversals and may not separately zero max downloads.

License rights granted for that purchase end when the order is refunded. You must stop using the files if a refund is granted, except to the limited extent mandatory law says otherwise.

Already-downloaded copies remaining on your devices do not entitle you to keep commercial license rights after a refund. Continuing to use files after a refund may be treated as license misuse under the License Terms and these policies.

Seller earnings for an order are calculated at fulfillment (buyer amount after coupon, platform commission, seller payout). Payouts are transferred through the payment partner (currently Stripe Connect transfers where a connected account exists).

When an order is refunded, TemplateHub attempts to reverse the related seller transfer where the payment partner and transfer records allow. Sellers are responsible for amounts that cannot be automatically clawed back under payment-partner rules and must cooperate with recovery as described in the Seller Terms.

Refunds and chargebacks may affect seller standing, reserves, or continued access to selling privileges under the Seller Terms.

A chargeback is a dispute filed with your card issuer or payment method provider. Chargebacks are processed under the payment processor’s and network’s rules. TemplateHub’s live Stripe webhook handling currently updates orders on charge refund events; there is no automatic dispute webhook that sets order status to disputed today. Operators may still update order status (including to refunded or disputed) when recording a dispute outcome, and refunded charges may flow through the refund path described above.

If you have a legitimate problem, contact TemplateHub first so we can attempt a refund or fix. Filing chargebacks without contacting us, or filing chargebacks after receiving and keeping working files, may be treated as abusive.

Abuse of refunds or chargebacks may result in account suspension, download revocation, IP blocking, and refusal of future service, in addition to any rights payment providers exercise.

TemplateHub may share order and account information with the payment processor to respond to disputes, consistent with the Privacy Policy.

If a coupon reduced the price at checkout, refunds are based on the amount actually charged for the affected order after discount allocation in fulfillment — not necessarily the pre-discount list price.

A single Stripe checkout session may create multiple order records (one per product). Refunds can be applied per order when only some items qualify.

Coupon codes themselves are not "refunded" as store credit unless TemplateHub expressly offers that; standard path is processor refund of charged amounts for approved orders.

Nothing in this Refund Policy is intended to limit non-waivable consumer rights under applicable law. If mandatory law gives you a right that cannot be excluded for digital content in your jurisdiction, that law prevails to the extent required.

Jurisdiction-specific wording is TBD pending governing-law decisions and counsel review.

Refund requests and questions should go to TemplateHub support.

Business input still required: dedicated support/legal email and entity details are not yet confirmed in product configuration (Requires Business Input).

Operational path while details are finalized: use the Contact surface when available, or the support channel published in site chrome or transactional emails. Include order identifiers. Do not send full payment card numbers by email.

This Refund Policy forms part of the contractual framework with the Terms of Service, License Terms, and (for sellers) Seller Terms. If there is a conflict about refund mechanics, this policy controls refund process details; the Terms control general platform use; License Terms control post-purchase file use; Seller Terms control seller commercial obligations.

Related policies: Terms of Service (/terms), License Terms (/license), Seller Terms (/seller-terms), Privacy Policy (/privacy), and DMCA / Copyright (/dmca).