Refunds and cancellations
Last updated
We want you to love what you make. This page explains when you can cancel and get your money back. It’s part of our terms of use, and it doesn’t affect your legal rights.
Try before you pay
You can personalise any design and download a watermarked proof for free, so you can check exactly what you’ll get before you pay. Please check every name, date, time and spelling on the proof before you buy.
Changing your mind
Templates (99p)
Online purchases usually come with 14 days to change your mind. For digital files, that right ends once we unlock your download, and we’ll ask you to agree to this when you buy. So once a template is unlocked, we can’t refund it just because you’ve changed your mind.
Unlimited (£5 a month)
If you change your mind within 14 days of first joining Unlimited, and you haven’t downloaded any files without the watermark, we’ll refund you in full.
After that, you can cancel at any time on your account page. You keep Unlimited until the end of the month you’ve paid for and we won’t charge you again, but we don’t refund part-months.
If something’s wrong with a file
We’ll fix the problem or give you a refund if:
- a file won’t open, is damaged, or is missing something that’s in your design
- a file doesn’t match your design, for example text has moved, been cut off or changed font
- you were charged twice, charged for a template while you had Unlimited, or charged after you cancelled
- a problem on our side stopped you downloading something you paid for.
If we can’t fix it within a reasonable time, or without causing you significant inconvenience, we’ll refund you. When we refund a template, it’s locked again on your account.
What we can’t refund
- Mistakes in wording you typed. Please check your proof. Once a template is yours, you can fix the wording and download it again for free.
- Colours that look different on paper than on screen, or results caused by printer settings, scaling or paper. To print at the right size, choose “Actual size” or 100%, not “Fit to page”.
- Printing costs, or anything a print shop charges. We only supply the files.
- Changing your mind after a template is unlocked.
How to ask for a refund
Email hello@papercrumb.com, or choose Get help in the account menu. Tell us the email address on your account, what you bought and what went wrong. A screenshot helps.
Refunds go back to the card or account you paid with, within 14 days of us agreeing to them. Your bank may take a few more days to show it.