Articles on: Billing

How to Request a Refund

If you're not satisfied with a tool or service you purchased and need a refund, follow this process:

Step 1: Submit a Refund Ticket

Go to the helpdesk and open a support ticket requesting a refund:
👉 https://member.digitavision.com/helpdesk

When submitting your ticket, make sure to include:

Your registered bKash number (or Crypto wallet address, depending on your original payment method) so the refund can be sent back to the correct account.
Details of the order/product you want refunded.

Alternatively, you can email your refund request to admin@digitavision.com from your registered contact email.

Step 2: Refund Eligibility Window

Refund requests should ideally be submitted within 48 hours of placing the order. After a ticket is submitted, the support team will review your request and determine eligibility.

Step 3: Wait for Review & Processing

Once your ticket is submitted, the support team will contact you directly on the ticket with updates. Approved refunds are then processed on our end and sent to the payment gateway (e.g., SSLCommerz, Stripe) for release back to your bank/account.

Refund Processing Time

Refunds are typically processed from our end within a few days, but the actual time you receive the money depends on your bank/payment gateway, not just on us.
Standard payment gateway processing time is 7-10 business days, though it does not always take the full 10 days — it can arrive anytime within that window.
In some cases (depending on the gateway, e.g. SSLCommerz), it can take 5-15 working days for the refund to actually reflect in your account after we've released it on our end.
Overall, approved refunds are generally completed within 7-15 working days.

Common Reasons Refunds Are Offered

A tool is completely non-functional and the issue is confirmed to be on our end (not user-side, e.g., not related to VPN, network, or device issues).
A purchased tool/service goes down for an extended period with no fix (e.g., third-party outages) and no suitable alternative is accepted.
Account access issues that cannot be resolved.

Notes

Personal tool orders (individual/dedicated accounts) are created and tested only after the order is placed, so they are not available for instant replacement or refund the same way shared/group tools are — please confirm before ordering if you're unsure about the tool's availability.
Replacement is not eligible for tools that are functioning correctly — refunds/replacements are only provided when the tool is genuinely not working and the issue is verified from our side.
If you prefer, in some cases you can request store credit/wallet balance instead of a refund.

Updated on: 24/07/2026

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