TemplateMonster treats every refund request individually. However, there are general rules that we take into account when processing a refund request.
You have the right to ask a buyer to provide access to any records or documentation that may be required in order to resolve the buyer’s issues. However, please be advised, that sharing a buyer’s sensitive information or compromising a buyer’s server security in any possible way is strictly prohibited and may lead to the termination of your author activity and to potential legal prosecution.
As an author you are obliged to provide complete, relevant and unambiguous product descriptions, including, but not limited to information on the source files (like images) supplied, CMS version compatibility, required software, licensing terms etc.
As a rule, refund requests are forwarded to an author first. However, in certain situations we can make a decision with respect to a refund request without contacting the author. These may include cases of wrong product purchase, escalations, chargebacks or refunds received via payment systems etc.
We encourage both authors and buyers to cooperate, but if no amicable solution is achievable a buyer may escalate the request directly to TemplateMonster for further review.
If a buyer’s request cannot be satisfied for some reason and the buyer insists on a refund you have the right to escalate the request directly to TemplateMonster for further assessment.