Refund and Returns Policy
1. Overview
This policy explains when you can cancel an order or get a refund. It applies to everything sold on our site: digital templates, custom-built event websites, RSVP tools and add-ons. It forms part of our Terms and Conditions.
2. Summary
- Digital templates and downloads: no right of withdrawal once the download or access has started, because you agree to immediate delivery. Refund if faulty or not as described.
- Add-ons (QR invitations, galleries, song request forms, venue maps): treated like the product they are attached to.
- Any product that is faulty or not as described: yes — repair, replacement, price reduction or refund, as the law provides.
3. Digital templates and downloads
Templates are delivered immediately by download link or email after payment. At checkout you confirm that you expressly consent to immediate delivery and understand you lose your right of withdrawal once the download or access has begun. Because of that, we cannot offer a change-of-mind refund after you have downloaded or accessed a template.
We will refund or fix a template if: the files are corrupted, will not open, or the download link does not work and we cannot resolve it; it is materially different from what was shown on the product page; or we sold you the wrong item. Contact us within 14 days of the problem. We will first try to fix it; if we cannot, we will refund you.
We cannot refund because: you did not like the style after buying, you chose the wrong template by mistake, you lack the software or skills to edit it, or you did not use it.
4. Hosting, renewals and expiry
The hosting period on your order is paid in advance and is not refundable once it has begun, except where the service is faulty and we cannot fix it. Renewable plans can be cancelled any time before the renewal date. We will try to email a reminder before renewal. If your event is cancelled or postponed, contact us — we will try to move your site to the new date or extend hosting. Refunds for unused hosting are at our discretion unless your plan says otherwise.
5. How to request a refund or withdraw
Email info@zemperf.com with: your name and order email; your order number; the product concerned; what you want (withdrawal, cancellation or refund) and why, with screenshots if there is a fault. You may use this wording: u201cI hereby give notice that I withdraw from my contract for the following service/product: . Ordered on: [date]. Name: [your name]. Address: [your address]. Date: [date].u201d We will confirm receipt and reply within 2–3 working days.
6. How refunds are paid
Approved refunds go to the original payment method through Stripe — never to a different card or account — within 14 days of agreeing to your withdrawal or approving your claim. Your bank may take 5–10 working days to show it. For partial refunds (e.g. work already done), we will tell you the amount and calculation before processing.
7. Chargebacks
Please contact us before opening a bank dispute — we resolve most issues quickly. If a chargeback is raised on an order delivered as agreed, we may submit order records, delivery confirmation and your checkout consent to Stripe and your bank.
8. Business customers
If you buy as a business or professional, the statutory consumer right of withdrawal does not apply. Refunds are limited to faulty or non-conforming products or services, or as agreed in writing.