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Service Policy

Fulfillment Policy

This policy explains automatic and manual fulfillment, order states, delays and the customer information required to complete digital orders.

Version 1.0 Last updated 02 Sep 2026 en

Fulfillment Policy

DigitalHub sells services that may be fulfilled through different processes.

Some services are automatic. Others require external-provider processing or manual review.

This policy explains what customers should expect.

1. Fulfillment Types

A DigitalHub product may use one of several fulfillment methods, including:

Automatic Fulfillment

The platform may automatically complete the service after successful payment.

Examples may include eligible DigitalHub AI credit activation.

Provider/API Fulfillment

DigitalHub may submit the request to an external provider.

Completion depends partly on the provider's processing system.

Manual Fulfillment

A DigitalHub administrator or authorized operator may need to review and complete the order manually.

Customer-Information Fulfillment

Some services require customer-provided information such as:

  • player ID;
  • game ID;
  • email;
  • account identifier;
  • region;
  • product selection;
  • other service-specific information.

2. Order States

Depending on the service, an order may show states including:

  • Awaiting Payment;
  • Payment Review;
  • Paid;
  • Processing;
  • Provider Processing;
  • Manual Review;
  • Completed;
  • Failed;
  • Cancelled.

These states are intended to help customers understand what is happening.

3. Processing Is Not a Failure

A Processing or Manual Review state does not automatically mean the website has stopped working.

Some digital services legitimately require time.

Avoid placing duplicate orders unless instructed by DigitalHub support.

4. Estimated Fulfillment Time

Where DigitalHub displays an estimated processing or delivery time, it is normally an estimate unless expressly described as guaranteed.

Actual fulfillment may take longer because of:

  • provider delays;
  • API outages;
  • payment verification;
  • maintenance;
  • manual review;
  • high demand;
  • incorrect customer information;
  • security checks;
  • regional availability.

5. Customer Information

Customers must carefully review fulfillment details before submitting an order.

Incorrect player IDs, emails, regions or service identifiers may result in:

  • failure;
  • delay;
  • delivery to the wrong destination;
  • non-reversible fulfillment.

Once a digital service is successfully delivered to the identifier supplied by the customer, DigitalHub may be unable to reverse it.

6. Manual Review

An order may be placed under manual review when:

  • automated verification is unavailable;
  • payment requires confirmation;
  • submitted information is inconsistent;
  • the provider requires additional processing;
  • security review is necessary;
  • fulfillment requires human action.

Manual review is not automatically an indication of wrongdoing.

7. Provider Delays

Third-party providers are outside DigitalHub's direct operational control.

A provider may experience:

  • maintenance;
  • downtime;
  • API errors;
  • stock shortages;
  • service restrictions;
  • queue delays;
  • regional problems.

DigitalHub may keep the order processing while awaiting a provider response where appropriate.

8. Failed Fulfillment

If fulfillment fails, DigitalHub may:

  • retry where technically appropriate;
  • request corrected information;
  • return the order for manual review;
  • cancel the order;
  • refund or restore eligible value according to the applicable Refund Policy.

The exact response depends on the cause and whether provider cost or irreversible fulfillment has already occurred.

9. Duplicate Orders

Customers should not repeatedly submit the same order merely because processing is taking longer than expected.

Duplicate successful fulfillment may not always be reversible.

If an order appears delayed, contact support using the original order reference.

10. Completion

An order is normally considered completed when the applicable product, credit, entitlement, code, top-up or service has been successfully delivered according to its fulfillment method.

11. Customer Notification

DigitalHub may communicate order status through:

  • account dashboard;
  • order history;
  • email;
  • platform notification;
  • other enabled channels.

Customers should keep account contact information accurate.

12. Support

If an order has exceeded a reasonable expected period, submit a support ticket with the order reference.

Providing the correct order number helps DigitalHub investigate without requiring the customer to repeat unnecessary information.