Legal and privacy
Refunds and cancellations
How failed payments, delayed delivery, duplicate collection, and event changes are reviewed.
On this page
Start with transaction status
Check payment and fulfilment separately before requesting a refund. A pending payment, confirmed payment, and delayed service delivery require different recovery actions.
Do not repeat a payment while the original attempt is pending or ambiguous. Keep the DigitalSpur transaction reference and any payment-provider reference shown on your own statement.
Failed or unconfirmed payment
When there is no confirmed collection, a refund is normally not created because there is no confirmed payment to return. Provider and settlement evidence can still require reconciliation.
If later evidence confirms collection, the transaction moves to the state supported by that evidence and the applicable recovery or refund review begins.
Payment received, delivery pending
A delayed token, voucher, bill acknowledgement, airtime credit, or ticket is not automatically a failed payment. DigitalSpur tracks fulfilment independently and may retry, query, reconcile, or open a review case.
A reversal or refund can begin only where the transaction status, payment method, service rules, and applicable policy support it.
Duplicate or incorrect collection
Provide the transaction reference and any payment-provider reference visible on your own statement. Never send a wallet PIN, card number, CVV, password, one-time code, ticket code, or complete token value.
The amount, currency, payment reference, and confirmed payment record are checked before a correction or refund is confirmed.
Tickets and event changes
Cancelled, materially rescheduled, sales-closed, and sold-out events remain separate states. Refund handling depends on the event and transaction circumstances.
Payment received after an inventory hold expired may require inventory reacquisition or refund-safe review before a ticket can be issued.
Requesting review
Track the transaction first. If the status does not explain the outcome, email support@digitalspur.co.zw with the subject “Transaction review”, the masked transaction reference, issue category, and a safe description.
Support will explain the applicable eligibility, cancellation, review, and escalation steps for your transaction.