Complaints Policy

Last Updated: October 16, 2026

1. Our Commitment

At Diginz, we aim to provide reliable digital services and a transparent customer experience. We take customer feedback and complaints seriously and seek to resolve reported issues fairly, consistently, and within a reasonable timeframe.

This policy explains how customers can submit complaints about our website, services, orders, payments, or customer support.

2. What You Can Complain About

Customers may submit a complaint regarding matters such as:

  • Delayed, incomplete, or unsuccessful service delivery.
  • Orders that do not match the applicable service description.
  • Incorrect charges or payment-related issues.
  • Technical problems affecting the use of our website or services.
  • Difficulties contacting our support team.
  • Concerns about how a customer request has been handled.
  • Other concerns relating to Diginz services or business practices.

3. How to Submit a Complaint

To help us investigate your complaint, please contact our support team using the contact details provided below.

Where applicable, please include:

  • Your name and the email address associated with your order or account.
  • Your order number or payment reference, if relevant.
  • A clear description of the issue.
  • The date the issue occurred.
  • Relevant screenshots or other supporting information, where available.
  • Your preferred resolution, if you have one.

Please do not send passwords, full payment card numbers, security codes, or other unnecessary sensitive information.

Support Email: hi@diginz.com
Website: https://diginz.com

4. Complaint Review Process

After receiving a complaint, we will review the information provided and may request additional details if necessary.

Depending on the nature of the issue, our review may include checking order records, payment status, service descriptions, delivery information, and relevant communications.

We aim to acknowledge complaints within a reasonable timeframe and provide an update or response as soon as reasonably practicable. The time needed to resolve a complaint may depend on its complexity and whether information from an external service provider is required.

If we need additional information to continue the investigation, we will explain what is required where reasonably possible.

5. Possible Resolutions

Following our review, we will explain our findings and, where appropriate, offer a suitable resolution.

Depending on the circumstances, possible resolutions may include:

  • Correcting an order or processing issue.
  • Completing an eligible outstanding service.
  • Providing further information or clarification.
  • Canceling an eligible order.
  • Issuing a refund where appropriate under our Refund Policy and applicable law.
  • Taking other reasonable steps to address the issue.

The available resolution will depend on the facts of the case, the service purchased, the order status, and applicable legal requirements.

6. Payment and Billing Complaints

If your complaint concerns a payment, please provide the relevant order number, transaction date, and payment reference where available.

We will review the information and investigate any apparent duplicate charge, incorrect amount, or payment discrepancy.

If a payment was processed by a third-party payment provider, additional verification may be necessary. Customers may also contact their payment provider for assistance where appropriate.

7. Unresolved Complaints

If you are dissatisfied with our response, you may reply to the original support communication and explain which part of the outcome you would like us to reconsider.

Where appropriate, the complaint may be reviewed again, taking into account any additional information provided.

Nothing in this policy limits your right to seek assistance from a competent consumer protection authority, pursue available legal remedies, or exercise any other rights granted by applicable law.

8. Fair and Respectful Communication

We aim to handle complaints professionally and respectfully. We ask customers to provide accurate information and communicate respectfully with our support team.

We will handle complaints based on their substance and available evidence. Any measures taken in response to abusive or threatening communications will remain subject to applicable law and will not remove mandatory consumer rights.

9. Privacy and Data Protection

Information submitted as part of a complaint will be used to investigate and respond to the issue, maintain relevant business records, and meet applicable legal obligations.

We handle personal information in accordance with our Privacy Policy and applicable data protection laws.

10. Policy Updates

Diginz may update this Complaints Policy from time to time to reflect changes in our procedures, services, or legal requirements. The latest version will be published on this page with its updated revision date.

11. Contact Information

For complaints or questions about this policy, please contact:

Website: https://diginz.com
Support Email: hi@diginz.com

We appreciate customers who bring issues to our attention and give us the opportunity to review them.