Return & Refund Policy

1. Donations to causes

Donations are voluntary gifts and are, as a rule, non-refundable once processed. Funds are committed to the cause you selected, often within days, and reversing a donation after it has been disbursed takes it back from the beneficiary.

We will nonetheless refund a donation in full where:

• the payment was duplicated by a technical fault, or charged more than once for a single confirmation;
• the amount charged differs from the amount you confirmed;
• the donation was made without your authorisation; or
• you tell us within seven (7) days that you gave in error, and the funds have not yet been disbursed to the cause.

If the funds have already been disbursed we will tell you so plainly, rather than leave a request open. Where we cannot refund, we will explain why.

2. Community fees

A community fee may be cancelled and refunded in full within fourteen (14) days of payment, provided you have not used a community benefit in that period. After fourteen days, or once a benefit has been used, the fee is non-refundable for the remainder of the term.

Recurring community fees can be cancelled at any time from your account. Cancelling stops future charges; it does not refund the current period, and your community access runs to the end of the period you have already paid for.

3. Event tickets

Tickets are delivered electronically and may be cancelled for a full refund up to seven (7) days before the event starts. Between seven days and the start of the event, tickets are non-refundable but may be transferred to another person at no charge; contact us and we will reissue the ticket.

If we cancel, postpone or materially change an event, you are entitled to a full refund whether or not the seven-day window has passed. We will contact every ticket holder directly; you do not need to ask.

4. Merchandise and physical goods

Physical items may be returned within seven (7) days of delivery, provided they are unused, undamaged and in their original packaging. Contact us before returning anything so we can confirm the return and give you the address.

• A refund covers the price of the item. It excludes the delivery charge paid on the original order.
• You pay the cost of returning the item, unless the return is our fault - the wrong item, a damaged item, or one that does not match its description. In those cases we cover return delivery and refund the original delivery charge as well.
• Perishable goods, personalised or made-to-order items, and any item sealed for hygiene reasons and unsealed after delivery, are non-returnable.
• Digital goods and downloads are non-refundable once accessed, except where the item is faulty or not as described.

5. Delivery

Event tickets, receipts and digital items are delivered electronically, by email and in your account, normally within minutes of a successful payment. If nothing arrives within one hour, check the account first and then contact us.

Physical items are dispatched within three (3) working days of a successful payment and are normally delivered within Sri Lanka in five (5) to seven (7) working days. We will tell you if an item is delayed rather than let the date pass in silence.

6. How to request a refund

Email support@digitaltrust.lk with your order or receipt reference, the payment date and the reason. You may also write to us at Mirihana, Nugegoda, Sri Lanka.

• We acknowledge every request within two (2) working days.
• We decide within seven (7) working days and tell you the outcome either way, with the reason if we decline.
• Approved refunds are returned to the original payment method. We cannot refund to a different card or account.
• Once we issue a refund your bank or card issuer typically takes a further seven (7) to fourteen (14) working days to show it. That part is outside our control.

7. Currency and card schemes

Payments are taken in Sri Lankan Rupees (LKR) and, where offered, in United States Dollars (USD). The currency is shown before you confirm.

Card payments are processed by our payment provider. We do not receive or store your full card number. Refunds are made in the currency of the original payment; if your card is denominated in another currency, the amount you receive may differ from the amount charged because of exchange-rate movement between the two dates. That difference is set by your card issuer, not by us.

8. Disputes and chargebacks

If you believe a payment is wrong, please contact us first. We can usually resolve it faster than a chargeback, and we would rather fix the problem than dispute it. Raising a chargeback without contacting us does not forfeit any right you have; it simply takes longer.

Where a chargeback is raised, we will provide our payment provider and the card issuer with the records of the transaction and of any correspondence with you.

9. Who we are

DigiT Portal is operated by the Digital Trust Alliance, a registered non-profit organisation in Sri Lanka (registration no. GL 00318108, registered December 26, 2024), of Mirihana, Nugegoda, Sri Lanka.

Full contact details are on our contact page. This policy sits alongside our Terms & Conditions and Privacy Policy.