An order cannot be cancelled once confirmed and paid for. There is a technical reason regarding such a policy. When you confirm an order by paying for it, a unique digital code is generated. These can be shared only once and are done by the digital system. There is no manual involvement. Therefore, once the code is generated, it cannot be withdrawn, cancelled, exchanged or resold.

It is nearly impossible for the code to be incorrect. These are digital codes generated automatically by the system at the point of sale. We’d suggest that before using the code, you pause for a moment and do not rush with the order. You must verify the instructions for redemption. When entering the code, make sure you are entering the right code and the platform that you are using, like Spotify or PlayStation, is not having any issues.

If the code still does not work or the problem persists, the service provider has to inform us that the code is not valid. After receiving this information, we will have things sorted, and if possible, you will get a replacement code.

The unique digital code should be in your inbox within seconds of completing the order. If it is not there in the next few minutes, you should check the Spam folder or the Promotions folder, especially if you are using Gmail. If the code is not present in either of these folders, there could be two reasons for the digital code not being delivered.

• The email address that you have offered is wrong. In this case, just let us know, and we will help track the code.
• The other reason is that the delay can be due to technical reasons. However, if you have still not received the code even after 24 hours of order processing, you will need to contact us so that we can scrutinise it on your behalf and resolve it.

The payment system of LunarTap is highly secure as the most advanced features are built into the system. That is why the payment can fail if certain criteria are not met. The payment, in this case, is automatically declined by the bank. This helps protect your account from suspicious and unauthorised access.

You should wait for at least 24 hours before attempting another payment. However, be cautious of making frequent attempts as it can trigger another round of security decline.

Customer service cannot be of much help in such situations because it is impossible to surpass the security measures manually. It is better that you wait for 24 hours and try another payment method.

You may get a message saying that you have been charged, but the transaction is incomplete because LunarTap has not received the payment. This happens because, in certain situations, the payment provider blocks the funds. There is nothing to worry about, though! Your provider will hold the money for a few days and then release it and send it back to your account.

If you have any questions, you can contact the service provider directly.

If you have mistakenly bought an incorrect voucher, there is nothing that can be done at our end. That’s because once the code is sent, there is no way it can be cancelled or exchanged. However, some suppliers may agree to exchange the code. You will need to talk with our customer service team, and we will see what can be done.

Refunds are not allowed after the code is generated. Also, it is impossible to track if the code has been used or not. That is why we have a policy of asking for our consent to waive the cancellation.

Rarely is there a problem with the digital code. Before using the code, we advise that you:

• Read the instructions to redeem the code.
• Ensure that the code has been given correctly.
• Check if there is a problem with the redemption code.

Invoice is not a possibility in this case. However, the confirmation email that you receive with the details of the order should suffice for your records. If the confirmation email is not in your inbox, you can write to us, and we will send it to you again.

Online codes and recharges are exempted from VAT or tax. You can make the most out of LunarTrap cards and vouchers minus the stress of paying anything additional.

If your payment by credit card did not go through, there could be a few reasons for the same. The common causes of these are as follows -

• Your credit limit may be over.
• The credit on your card may be insufficient.
• The transaction was marked as suspicious by the bank.
• You may have entered the wrong details. There could have been a typographical error when entering the credit card number, expiration date, address, or security code.
• Your payments against the credit card may be overdue, which could have caused the transaction to be paused by security.

You can contact your bank and/or the credit card company to find out more about the failed payment and ways to sort it. Check your credit card statement. If it says ‘Reserved’, it could mean that the bank has still not processed the cancellation. This means that your account still has the money, and it has not been transferred to us. In most cases, the Reserved Fund is cleared within five working days. If it has not yet happened, you need to speak with your bank and credit card organisation.