Last updated 21 October 2026
Our templates are digital
Every Vendoor Connect planning template is a digital download. Because a downloaded file can't be returned, we don't give cash refunds for a change of mind. Instead, we offer an exchange or store credit. Please read the template description and use the live preview before you buy.
Exchange or store credit
If you bought the wrong template or it isn't right for your celebration, email us within 7 days of your purchase and choose one of these:
- Exchange: we email you a different template of the same or lower price. If the one you want costs more, we'll send you a payment link for the difference.
- Store credit: we give you credit for the full amount you paid, to use on any template within 6 months. To use it, email us with the template you'd like and we'll send it to you.
Each order can be exchanged or credited once.
When you get your money back
You'll get a full refund to your card or bank account if:
- you paid but we couldn't deliver your template within 24 hours of payment;
- the file is damaged, won't open or is missing pages, and we can't send you a working copy within 2 business days; or
- you were charged more than once for the same order.
Refunds are paid back through Paystack and usually appear within 5 to 10 business days, depending on your bank.
How to ask
Email vendoor.templates@gmail.com with your order reference (it starts with VC- and is on your Paystack receipt and the confirmation page), the email you paid with, and what you'd like: an exchange, store credit, or help with a file that won't work. We reply within 2 business days.
Custom templates
For custom templates we agree the details, price and any deposit with you in writing before work begins. If you cancel before we start designing, you get a full refund. Once design work has begun, refunds are agreed case by case based on the work completed.
Vendor listings
Listing a business in our vendor directory is free, so there is nothing to refund. Payments you make directly to a vendor you found on Vendoor Connect are between you and that vendor.
Vendor memberships and sponsored placements
You buy a Founding Vendor Membership or a sponsored placement from your vendor dashboard. It goes live as soon as Paystack confirms the payment and runs for the time you paid for. Nothing renews or charges you automatically: we email you before it ends, and if you don't renew, it simply ends.
- If we can't deliver something you've paid for, such as a sponsored placement or your Instagram feature, we'll agree a new date with you or refund that part of your payment. The choice is yours.
- If you bought the wrong package or bought by mistake, email us within 7 days of paying. We'll switch it off and give you store credit for the unused time, which you can put towards another package or a later date. We don't give cash refunds for change of mind.
- Once a membership or placement is live, we don't refund the time already used. If we end a membership early because a business has misled clients or broken our terms, we refund the unused months.
Event liaison services
Every event liaison booking comes with a written service agreement. It sets out exactly what's included, the payment schedule, and what happens if your plans change or your event is postponed or cancelled. You'll see and agree to it before you pay anything. If we're ever unable to provide a service we've agreed to, we'll refund the part we couldn't deliver.