Refund Policy
GoTemplate is a marketplace with a customer and a vendor side. These refund rules are created with the protection of both the customer and vendor in mind and apply to both customer and vendor. Please take into mind that unlike physical goods, digital goods can't be returned. Because of this there are different rules for refunding digital goods.
When requesting a refund, please do so by using the "request refund" button from Your profile purchase page.
Please take into account that a refund can only be given within 30 days after your purchase. You can only request a refund once, so please make sure you submit any required information. Please first always contact the vendor before requesting a refund.
How to apply for a Refund?
If you want to apply for a refund, please follow the following steps:
- Before applying for a refund , you must inform your query to the specific product Vendor or our support team here. Without communicating with the Vendor or support team your request will not be accepted.
- You can do this by first logging in. Then open the user menu by clicking on your avatar in the top right corner and selecting Purchase History. On the right side of every purchased product you will find several options, including a refund request button. From there you can request for refund
- Our team will analyze your refund request with full prior and will refund the amount if your request is matched to the company policy
Please note that we do not refund your purchase in the following situations:
- Removed the product by vendor and no longer to use or the vendor who previously provided the product is no longer active on our platform (our advice to download the product as soon as you have purchased them to avoid this situation)
- The reason for the refund is you have made an accidental purchase
- The reason for the refund is you don't want the item anymore
- The item is not working as it should because you do not have the expertise to use the item correctly & Lack of skills or knowledge to use the product
- The problem is caused by a misconfigured environment and not by a defect of the item itself
- You have not posted a message with a detailed description of the problem to the support team or have not given the vendor the chance to solve the problem
- If the purchase is more than 30 days ago
- Do not provide sufficient information to fulfill the refund agreement
The Refund Request Processes
- After a customer has applied for a refund request, the vendor has 30 days to help/solve the customer queries to solve the problem and decide regarding the refund request. If the vendor does not respond to the customer through the refund request during this period, the refund request will automatically be decided in favor of the customer.
- If the vendor does respond to the customer through the refund request, but the customer does not clear specifically to the vendor regarding the refund request. Then the refund request will be automatically closed and no refund will be given.
- If a refund request is closed, the customer has the opportunity to dispute the refund request if he/she thinks this is an incorrect decision. The customer can communicate with our support team here.
Processing the refund
If a refund request has resulted in a refund. The refund request will have to be processed by GoTemplate. This normally takes 30 business days to complete.
- If the order was paid with GoTemplate Wallet, this can take 30 business days, depending on your credit card company.
- If the order was paid using a credit card, this can take 30 business days, depending on your credit card company.
- If the order was paid using SSL Commerz, this can take 30 business days, depending on the SSLCommerz Team.
Resolving disputes - GoTemplate Support Team
If one Customer and Vendor can't come to an agreement about a refund, he/she can raise a dispute and have GoTemplate investigate the matter. We may ask you to provide supporting documentation or evidence. Any refund issued by GoTemplate is entirely discretionary. We will make a decision based on all available information and you agree that our decision is final.
Both parties can communicate with our support team here.
