Refund Policy

Digital products differ from physical goods.

A digital service can become irreversible immediately after a code is revealed, credit is activated, top-up is delivered or entitlement is granted.

For that reason, refund eligibility depends on the actual state of the transaction and fulfillment.

1. General Principle

DigitalHub aims to correct verified service failures fairly.

However, a refund is not automatic merely because:

• a customer changed their mind;
• an AI result was not creatively preferred;
• a completed top-up was sent to the customer-supplied identifier;
• a delivered code has already been exposed;
• a subscription or entitlement has already been activated.

2. Before Fulfillment

An eligible order may sometimes be cancelled and refunded if:

• payment was completed;
• fulfillment has not begun or become irreversible;
• the product terms allow cancellation.

This depends on the product.

3. Failed Fulfillment

A refund, wallet restoration or credit restoration may be appropriate when:

• DigitalHub received payment;
• the requested service could not be delivered;
• no irreversible provider fulfillment occurred;
• provider cost does not prevent the applicable refund;
• the failure is verified.

The form of the refund may depend on the original payment and transaction circumstances.

4. DigitalHub Wallet

Where appropriate, an eligible refund may be returned to DigitalHub Wallet.

Wallet adjustments should be recorded in the platform ledger.

The customer should be able to identify the relevant transaction history.

5. Original Payment Method

Returning money to the original payment method may not always be technically possible or immediate.

Payment-gateway rules, settlement timing and fees may affect processing.

Where an original-method refund is available, processing time may depend on the payment provider.

6. Manual Payments

A verified manual payment that has not yet been used may be reviewed individually.

Where a refund is approved, DigitalHub may need additional information necessary to return the funds.

Transaction fees or external provider charges may be relevant where permitted and disclosed.

7. AI Credits and AI Usage

AI services are usage-based.

A customer does not normally qualify for a refund solely because:

• the AI answer was not preferred;
• the AI produced an unexpected creative result;
• the prompt was unclear;
• the customer changed their mind after generation.

A credit restoration may be appropriate where DigitalHub determines that:

• a technical failure occurred;
• credits were deducted incorrectly;
• a duplicate charge occurred;
• the applicable pricing workflow requires restoration.

Not every failed provider request automatically qualifies for full restoration if third-party processing cost was already incurred.

8. Game Top-Ups

Successfully delivered game currency or top-ups may be irreversible.

If the customer supplies the wrong player ID or account information and the provider successfully completes fulfillment to that destination, a refund may not be possible.

Customers must verify identifiers before submitting an order.

9. Vouchers, Codes and Licenses

A voucher, gift code or license may become non-refundable once:

• displayed;
• revealed;
• delivered;
• redeemed;
• activated.

If a code is verified as invalid before successful use, DigitalHub may investigate with the provider.

10. Subscriptions

Subscription refunds depend on the specific fulfillment method.

Once an account invitation, entitlement, activation or other irreversible subscription action has been completed, refund eligibility may be limited.

11. Duplicate Payments

If DigitalHub verifies that the same transaction was charged more than once because of a technical problem, the duplicate amount should be corrected through an appropriate refund or wallet adjustment.

12. Incorrect Amounts

If a verified payment or ledger error caused an incorrect balance, DigitalHub may correct the balance through an auditable adjustment.

13. Fraudulent Claims

DigitalHub may reject refund requests involving:

• falsified screenshots;
• manipulated transaction references;
• false claims of non-delivery;
• abusive payment disputes;
• attempted double recovery.

Relevant accounts may be restricted where reasonably necessary.

14. How to Request Review

For a refund or transaction review, contact DigitalHub support and provide:

• order number;
• transaction reference;
• description of the problem;
• relevant evidence where needed.

Do not submit passwords or sensitive authentication credentials.

15. Investigation

DigitalHub may review:

• payment records;
• wallet ledger;
• fulfillment attempts;
• provider response;
• account activity;
• submitted evidence.

Some investigations require communication with a third-party provider and may take additional time.

16. Refund Decision

DigitalHub aims to make refund decisions based on the actual transaction and fulfillment evidence rather than assumptions.

An approved resolution may take the form of:

• wallet credit;
• DHC restoration;
• replacement fulfillment;
• original-method refund where available;
• another appropriate corrective action.

17. Policy Changes

This Refund Policy may be updated as DigitalHub products and payment methods evolve.

The current version and last-updated date are displayed on the public policy page.