Last updated: August 25, 2026
If you have a problem with a purchase, open a secure purchase-support case within 7 days of payment using your order link. You can also contact team@thinqr.org or WhatsApp +258 849 448 994 with your order reference and checkout email. Opening a case does not automatically create a refund.
We may ask for a clear description, the outcome you are seeking, and relevant evidence. Cases opened after 7 days may be declined, except where mandatory consumer-protection law gives you a longer right; contact us directly if you believe that applies.
For digital products, we assess the circumstances of each case. A refund or other remedy may be appropriate where the product was not received, materially differed from its description, had a technical problem that could not be resolved, or was purchased accidentally or more than once.
A change-of-mind request may be declined once digital access or download has begun. This does not limit any mandatory right of withdrawal or remedy. Where the law requires express consent and acknowledgement before immediate digital delivery can affect a withdrawal right, Walled will rely on that exception only when it has captured that consent and acknowledgement.
Access and download activity may be considered with the other available evidence, but does not remove rights that apply under mandatory law. We may decline a case where the evidence shows the product was delivered as described or where the request is fraudulent, manipulated, or made in bad faith.
Use the secure order link wherever possible. If you contact us by email or WhatsApp, include your order ID, checkout email, product name, and a clear description of the issue. Support is available Monday to Friday, 09:00-18:00 WAT.
We aim to acknowledge cases within 2 business days. We may request fulfilment evidence from the seller and additional information from you before deciding the appropriate outcome.
We decide cases fairly using the available information and applicable law. If you disagree with a decision, reply to the decision email with new, relevant information.
When we approve a refund, it is issued through Stripe to the original payment method. Refunds typically appear in your account within 5–10 business days after approval, depending on your bank or card issuer.
Once a refund is issued, access to the purchased digital product is revoked immediately.
You may have the right to dispute a charge with your bank or card issuer. We encourage you to contact us first because we may resolve a legitimate purchase problem more quickly. If a bank dispute is already open, the bank and card-network process controls that dispute and we generally cannot issue a duplicate refund while it remains open.
We do not penalise buyers for making a good-faith chargeback. We may restrict accounts for fraudulent or bad-faith claims, attempted manipulation of evidence, or other abuse, subject to applicable law.
A pending buyer case may temporarily hold the affected transaction while we review it. An approved refund or card dispute may be funded from the seller's available balance, reserve, or future earnings, together with applicable processor fees as described in the Seller Agreement.
Sellers receive available case details and may be asked to provide fulfilment evidence. Walled may protect buyer data and will share only what is reasonably necessary to resolve the case.
For any questions about refunds, contact us at team@thinqr.org or WhatsApp +258 849 448 994.