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 by Paddle, our Merchant of Record. Paddle handles the checkout, VAT calculation, invoicing and fraud checks. Prices you see include applicable taxes for your region.

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.

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. All sales are final — no refunds, no chargebacks. This is stated clearly before you pay.

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.

Templates are tested in modern, standards-compliant email clients. Perfect pixel parity in legacy clients (older desktop Outlook, some regional webmail) is not guaranteed — this is a limitation of those clients, not the code.

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.