Frequently Asked Questions

A single-purchase, non-exclusive license to a customizable HTML/CSS email template designed for hospitality communication (booking confirmations, welcome messages, upsells, etc.). You can use it for your own business — you cannot resell or redistribute the raw code.

Payments are processed securely through Lemon Squeezy (our Merchant of Record). Checkout calculates applicable VAT, sales tax or similar taxes based on your location and shows the final amount before you pay.

Our shop prices are set in Euros (€). When you purchase, the transaction is processed globally in USD at the real-time rate. If your card is issued outside the Eurozone (or in a non-USD currency), your bank will convert the transaction into your local currency according to their standard exchange rates.

No. Checkout is guest-only. You provide an email so we can deliver the download link — that's it.

Immediately after payment. You are redirected to a Thank You page with a working download and customizer link, and the same link is also emailed to you.

A single .html file with all CSS inlined — nothing to install. Images and logo are referenced by URL (our sample placeholders, or your own hosting). You can either open the file, edit it, or paste the HTML straight into your ESP / PMS. Every purchase also includes 12-month access to the online customizer to change colors, brand name and logo without touching the code.

Anything outside the template file itself: (a) your email-sending tool subscription (Mailchimp, Brevo, Klaviyo, Mailerlite, ActiveCampaign, MailPoet, etc.), (b) hosting for your own images and logo, (c) translation of the copy inside the template — we provide the structure, the wording is yours, (d) stock photos or licensed illustrations, (e) integration with your PMS, CRM or Channel Manager, (f) SPF / DKIM / DMARC setup for your sending domain, (g) A/B testing, automations or list management inside your ESP.

In your email tool, create a new campaign or template and choose the "Code your own" / "Custom HTML" / "Paste HTML" option. Paste the full contents of the .html file (or upload the file), send a test to yourself, then send to your list. The same idea applies to a PMS or CRM: paste the HTML into the "custom email" or "transactional template" field. We do not integrate the template for you — that step is always done inside your own tool.

Your access link is valid for 12 months from the purchase date. Save the email or bookmark the link. After 12 months the link is permanently invalidated.

Your email is stored for 30 days for delivery and support, then automatically anonymized. Only anonymous transactional records (amount, date, transaction ID) remain afterwards.

Within 30 days of purchase, visit the "Resend download link" page in the footer and enter the email you used. Every paid order from the last 30 days will be re-sent. After 30 days we no longer have the mapping, but if you still have the original link it works until the 12-month expiry.

No. Because templates are digital content delivered immediately at purchase, you expressly waive your 14-day EU right of withdrawal at checkout (Art. 16(m) of Directive 2011/83/EU). All sales are final — no refunds, no chargebacks. This is stated clearly before you pay.

To defend against fraudulent chargebacks and prove delivery, we attach to your order: the exact wording of the waiver checkbox you ticked, the timestamp and your IP at checkout, and a log of each subsequent download of the HTML file, opening of the Customizer and copy-to-clipboard action of the raw code (timestamp, IP, browser User-Agent). This evidence is used only for dispute defense with Lemon Squeezy and is deleted or anonymized once the chargeback window has closed. See our Privacy Policy for the full retention rule.

Every order page includes a live visual customizer: change colors, brand name, logo URL and preview the result in real time. When ready, download the final HTML.

Yes. We test and optimize every template for the widest possible compatibility across major email clients (Gmail, Outlook, Apple Mail, Yahoo, and their mobile apps). That said, email clients notoriously render HTML differently — margins, fonts, background colors, image scaling and dark-mode handling can vary between them, and pixel-perfect parity in every legacy client (older desktop Outlook, some regional webmails) is not guaranteed. This is a limitation of those clients, not of the code. We strongly recommend sending a test to your own inbox (ideally in two or three different providers) before your first real campaign, so you can confirm the result matches what your recipients will see.

The version of the Terms and Privacy Policy you accepted (e.g. v2026-07-15) is recorded on your order. You can view any past version at any time via the permalink /terms/{version}.

After you submit the form, we email you a private thread link (kept for 90 days). Open it to reply and add details. For template customization you can also upload images: up to 2 files per message, 3 MB per file, 6 MB per message, and 15 MB / 10 files total per thread (JPG, PNG, WebP, SVG only). For custom-design (bespoke) requests, in-thread uploads are disabled — please share your logos, brand assets and photos as a WeTransfer, Google Drive or Dropbox link inside a message. This keeps things fast and lets you send larger sets of files.

Yes — on every order page there is a "Request customization" button. Tell us what you need, we reply with a fixed quote by email and send a private payment link. Work starts after payment. We CANNOT guarantee a delivery deadline — turnaround depends on the current queue and the scope of the request.

Yes — use the "Order custom design" link in the footer or on /custom. Describe exactly what you need and what should appear on the template. We reply with a quote by email. Deadlines are not guaranteed for the same reason.

Email info@staytemplates.com. We reply within 14 calendar days — usually much faster.