Terms & refunds.

Last updated: 5 September 2026

These are the terms you agree to when you buy something from thousandHellos. We've kept them in plain language, the same way we write everything else. If anything here is unclear, write to us before you buy and we'll explain it.

Who you're buying from

thousandHellos is a trading name of THOUSANDHELLOS, LDA, a Portuguese private limited company (sociedade por quotas) with its registered office at Rua 30, 764, 4500-301 Espinho, Portugal, registered with the Conservatória do Registo Comercial under company number 519609603. When these terms say "we" or "us," that's who we mean. When they say "you," we mean the person or business buying.

The easiest way to reach us about anything on this page is hello@thousandhellos.com. It reaches a person, not a queue.

What we sell here

This store sells digital products — toolkits, templates, job descriptions and similar documents that you download and keep. They are files, not physical goods, so nothing is shipped and there is nothing to return.

Our hosted software — the Platforms, such as Hello Sustainability — is a separate subscription service with its own agreement. These store terms cover the downloads only.

Prices and payment

Prices are shown on each product page in euros. Any applicable VAT is shown before you pay. Where we are required to charge VAT, the invoice will show it.

Payment is handled by our payment provider, Stripe. We never see or store your card details — they go straight to Stripe. Your order is confirmed once payment succeeds, and you'll receive an emailed confirmation with your invoice number.

How you get what you bought

Delivery is immediate and digital. The moment your payment clears, your download becomes available — both on the confirmation screen and by email. There is no waiting, no licence key, and no physical delivery.

If a download link ever fails, doesn't arrive, or you lose the file, write to us and we'll send it again. That's not a favour with conditions — it's just part of buying a file from us.

Changing your mind, and refunds

Here's the part worth reading properly, because digital downloads work differently from physical goods under EU law.

Normally, buying online from a business in the EU gives you fourteen days to change your mind and get your money back. But that right does not apply once you've started downloading digital content — because you can't hand a downloaded file back. So the law lets you waive the fourteen-day right in exchange for getting the file straight away.

When you buy and download one of our files, you're agreeing to immediate delivery, and you accept that this waives your fourteen-day right of withdrawal. We flag this at checkout so it's never a surprise. It's standard practice for anyone selling instant downloads, and it's why we let you see the cover, the full index and a sample of every pack before you pay — so you buy knowing what you're getting.

That's the legal position. Here's ours: we'd rather you were happy than technically bound. If a file is faulty, if it isn't what the page described, if you were charged twice, or if you genuinely bought the wrong thing and haven't made real use of it, write to us within thirty days and we'll make it right — a replacement, a swap, or a refund. We'd rather sort it out than keep money from someone who feels short-changed.

What we won't refund is a change of heart after you've downloaded and used a pack that was exactly as described. We think that's fair, and we've built the previews so you never have to take that risk blind.

What you can do with what you buy

When you buy a toolkit, you're buying a licence to use it inside your own business — one hotel, one group, one operation, however many people on your team need it. Use the files, adapt them, print them, put your own name on the working copies, build them into how you run the place. That's what they're for.

What you can't do

What you're not buying is the right to resell or redistribute the files as products in their own right. So please don't sell them, share them publicly, post them on a file-sharing or template site, or pass the original documents to another business as if they were theirs to take. The words and structure remain ours; the licence to use them is yours.

If you'd like to use our material more widely — across separate companies, in your own consultancy, or as part of something you sell — that's a conversation we're happy to have. Just ask.

What our documents are, and aren't

Our toolkits are built from real hotel operations and long experience, and they're made to be adapted. They are not legal, employment, tax or professional advice, and they aren't guaranteed to fit the law wherever you operate. Employment law in particular varies by country and changes often.

Before you rely on a job description, a policy or a costing in a way that carries legal or financial weight, check it against your local rules and, where it matters, run it past a professional. You know your property and your jurisdiction; the documents are a strong starting point, not a substitute for that judgement.

If something goes wrong

We put real care into these products, but we can't promise they're perfect or that they'll produce a particular result in your business. To the extent the law allows, our responsibility to you for anything connected with a purchase is limited to what you paid for it.

Nothing in these terms limits anything that can't be limited by law — including your rights as a consumer, and our responsibility for anything we'd be legally barred from excluding.

The law that applies

These terms are governed by Portuguese law, and the courts of Portugal have jurisdiction. If you're buying as a consumer, this doesn't take away the protections you're entitled to under the law of the country you live in.

If you're an EU consumer and we can't sort something out between us, you can take the dispute to an alternative dispute resolution body. We are confirming which entity is competent for us and will publish it here as soon as we have it. In the meantime, write to us first — it is faster, and we would rather fix it.

Changes to these terms

If we change these terms we'll update the date at the top. The version in force when you buy is the one that applies to that purchase.

Say hello

Questions about any of this go to hello@thousandhellos.com.

THOUSANDHELLOS, LDA · Rua 30, 764, 4500-301 Espinho, Portugal · NIPC 519609603

We build the businesses behind a thousand hellos.