Every Templacity template is a digital file, delivered the moment you check out. Because a downloaded file can’t be returned, we don’t issue refunds on change-of-mind purchases. What we do offer is a real person at the other end of your order, and a promise to fix anything that is actually wrong with the file.
What we promise on every order
The file lands in your inbox within seconds of checkout. The download link stays in your account, so you can re-download whenever you change device, reformat a drive, or come back to it years later. If we ever release an updated version of the template you bought, that update is free; the link in your account always points at the current file.
A real person reads every support email. Replies usually go out the same day, and never later than one working day. We’re a two-person studio, not a ticketing queue.
Why we don’t do refunds
Digital files can’t be un-delivered. Once a template has been downloaded, we have no way of knowing whether a copy is still on your iPad, your cloud drive, your reMarkable, or printed in a binder on your desk. Almost every honest digital studio handles this the same way, for the same reason: a refund on a file you still have is, in practice, a free copy.
It also keeps things fair for the readers who buy honestly. If we built a refund window into a download, the cost of that window would land on everyone else through higher prices. We’d rather keep the price low, keep the fixes free, and answer your emails personally.
What we will fix, no questions asked
If the file you received is genuinely wrong, that’s our problem, not yours, and we’ll fix or replace it. This covers:
- The download link is broken, expired, or never arrived
- A page is missing, misnamed, or won’t open
- A hyperlink inside the template doesn’t go where it should
- You received the wrong export (the iPad version when you ordered the reMarkable, for example)
- The file is corrupted or won’t load in the app it was built for
Forward the order email to contact@templacity.com with one line on what went wrong. You don’t need to write us an essay, and you won’t be put through a queue.
Before you buy
Every product page tells you the device the template is built for, the page count, the file format, and shows you what the spreads look like. If anything is unclear, write to us before checking out. We’d much rather answer a question for free than have you buy the wrong thing.
The blog also publishes open template previews, walkthroughs, and side-by-side comparisons. If you’ve never bought from us, that’s the simplest way to see how a Templacity template actually behaves on the device you use.
Statutory rights
Consumers in the UK and EU normally have a 14-day right to change their mind on online purchases. For digital downloads, that right ends the moment the download begins: by completing checkout, you accept immediate delivery and waive the cooling-off period. Nothing on this page removes your statutory rights regarding genuinely faulty digital content, and we cover those rights under What we will fix, no questions asked above.
Chargebacks
If a charge from us ever feels wrong, write to us before disputing it with your bank. A chargeback locks the order on our side, blocks us from being able to help, and takes weeks to unwind through Stripe. One email to contact@templacity.com is faster for everyone, and we’d much rather sort it out directly.
For everything else
Pricing questions, licensing, what device a template fits, accessibility requests, bulk or team orders: just write directly. We read every message, and you won’t be waiting long.
Last updated May 2026.