Last updated: July 6, 2026
At Staxivo, we design premium Excel templates to help businesses, freelancers, and finance teams work smarter. This Refund Policy explains when refunds are available, how our review process works, and what to expect if you request one. Please read it carefully before making a purchase.
1. Digital Products and Instant Delivery
All products sold on Staxivo are digital goods delivered electronically via instant download link and email immediately after payment is confirmed.
Because our products are delivered instantly and can be accessed, copied, or used right away, most sales are considered final once delivery has occurred. This is standard practice across the digital products and software industry, and it protects our business from the unique risks of non-physical goods.
2. EU and UK Digital Content Notice
If you are purchasing from the European Union or United Kingdom, please note that under applicable consumer protection law, the right of withdrawal for digital content does not apply once:
- You have given express consent for us to begin delivering the digital content before the standard withdrawal period ends, and
- You have acknowledged that this consent results in the loss of your right of withdrawal.
By completing checkout and receiving instant access to your download, you provide this consent and acknowledgment. This notice does not affect your statutory rights regarding defective or misrepresented products, which remain fully protected under Sections 3 and 4 below.
3. When Refunds Are Available
We want you to be genuinely satisfied with your purchase. Refunds may be granted in the following situations:
3.1 Defective Files
If a template is genuinely broken — corrupted formulas, missing sheets, or a file that fails to open despite following our compatibility guidelines — we will first attempt to repair or replace the file. If a working version cannot be provided, a refund will be issued.
3.2 Product Not as Described
If the template you received is materially different from what was advertised on the product page (wrong file, missing core features shown in the listing), you may request a refund or replacement.
3.3 Access or Download Issues
If you experience a confirmed technical issue preventing you from downloading your purchase, and our support team cannot resolve it within a reasonable time, a refund may be issued.
3.4 Duplicate Purchases
If you accidentally purchased the same product twice, contact us with both order numbers and we will refund the duplicate charge.
3.5 Accidental Purchases
If you contact us within 2 calendar days of purchase, have not downloaded or accessed the file, and the purchase was made in error, we may issue a refund at our discretion.
3.6 Payment Errors
If you were incorrectly charged — wrong amount, duplicate transaction, or a currency conversion error caused by a payment processor — we will investigate and correct the issue, including a refund where appropriate.
4. When Refunds Are Not Available
To keep our pricing fair and sustainable for all customers, refunds are generally not available in the following cases:
- Refund requests must be submitted within 2 calendar days of purchase. Requests submitted after this period will not be considered, except where required by applicable law or where a defect could not reasonably have been discovered within that window.
- You changed your mind after downloading or accessing the file.
- You did not read the product description, compatibility notes, or system requirements before purchasing.
- You lack the software (e.g., Microsoft Excel) or skills needed to use the template.
- The request is made after an extended period without valid technical justification.
- You want to request a refund because you found a similar product elsewhere at a lower price.
5. Manual Review Process
Every refund request is manually reviewed by our support team. We do not use automated blanket approvals or denials. This allows us to evaluate each situation fairly, verify technical issues where relevant, and reach a decision that is reasonable for both the customer and Staxivo.
Manual review may take up to 2–3 business days depending on request volume.
6. Contact Support Before Requesting a Refund
Before submitting a refund request, we strongly encourage you to contact our support team first. Many issues — file compatibility, formula errors, formatting questions — can be resolved quickly without needing a refund at all. Our goal is to help you succeed with the template you purchased.
7. How to Request a Refund
To request a refund, email us at support@staxivo.com with:
- Your order number
- The email address used at checkout
- A clear description of the issue
- Screenshots or screen recordings, if applicable
8. Refund Processing Timeline
Once a refund is approved:
- Processing begins within 1–2 business days.
- Funds typically appear in your account within 5–10 business days, depending on your bank or payment provider.
- We will notify you by email once the refund has been issued.
9. Payment Methods and Refund Routing
Refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card, account, or payment method. If your original payment method is no longer active, please contact support so we can find an appropriate resolution.
10. Taxes
Where applicable, VAT, GST, or other sales taxes collected at checkout will be refunded proportionally alongside the product price, in accordance with local tax regulations.
11. Digital Download Limitations
Purchased templates are made available for download for a limited period and/or number of download attempts, as shown on your order confirmation. We recommend downloading and saving a personal backup copy immediately after purchase. Staxivo is not responsible for lost access due to expired download links after the stated window.
12. Fraud Prevention and Refund Abuse
To protect our business and honest customers, we monitor for patterns of misuse, including:
- Repeated refund requests from the same customer or account.
- Requests made after clear evidence of extended product use.
- Attempts to obtain free access through false claims.
Staxivo reserves the right to deny refunds, restrict future purchases, or suspend accounts where abuse of this policy is suspected.
13. Chargebacks
We ask that you contact us directly before filing a chargeback or payment dispute with your bank, as most issues can be resolved faster through direct support. Filing a chargeback without first contacting us may result in:
- Suspension of your account and access to purchased templates.
- Sharing of transaction and communication evidence with the payment processor to contest unwarranted disputes.
We take chargeback fraud seriously and will defend against illegitimate disputes with all available evidence.
14. Changes to This Policy
We may update this Refund Policy from time to time to reflect changes in our products, legal requirements, or business practices. The most current version will always be posted on this page, with the “Last updated” date revised accordingly. Continued use of our store after changes take effect constitutes acceptance of the updated policy.
15. Questions
If you have any questions about this Refund Policy, we’re happy to help.
Staxivo
Support Email: support@staxivo.com