1. Before redemption
A customer may request cancellation before voucher redemption. Approval depends on the deal conditions, payment status, expiry, fraud checks and whether fulfilment has already started.
2. After redemption
A redeemed voucher is normally final. Support may review cases where the approved service was not provided, was materially different, or the voucher was incorrectly marked redeemed.
3. Merchant earnings
Confirmed customer payments create held merchant earnings. Eligible net earnings are released after successful voucher redemption and any configured hold period. Approved refunds or cancellations reverse related held earnings.
4. Processing
Approved refunds are returned through an available supported method. Provider and banking processing times can vary. Payment references and status changes are recorded for audit purposes.
5. How to request help
Open a support request with the order number, a clear explanation and relevant non-sensitive evidence. Never send passwords, OTP codes or full payment credentials.