Shipping and Prize Fulfilment Policy

1. Introduction

1.1 This shipping and prize fulfilment policy (this "Policy") explains how Raffio Limited, a company registered in Scotland (Company Number SC879232) and having its registered office address at 9 Newton Place, Office 1, Glasgow, Scotland, G3 7PR ("Raffio", "we", "us" or "our"), arranges the delivery of Prizes to Winners of Draws conducted on the Platform.

1.2 This Policy forms part of, and should be read together with, our Terms and Conditions, and capitalised terms used but not defined in this Policy have the meaning given to them in our Terms and Conditions.

1.3 This Policy does not apply to the Entry process itself, which is governed by our Terms and Conditions, or to refunds of Entry Fees, which are governed by our Refund Policy.

1.4 Where a Draw's Minimum Sales Threshold has not been reached and the Winner receives the Cash Alternative instead of the Prize in accordance with our Terms and Conditions, payment of the Cash Alternative is treated as fulfilment of that Draw for the purposes of this Policy, and clause 4.4 below sets out how it is paid.

2. Host partners

2.1 We manage every Prize claim including contacting the Winner, verifying the Winner, collecting delivery details and communicating with the Winner. Delivery or fulfilment of Prizes is arranged either through the hosts engaged by us to supply the Prize for the competition (each a "Host Partner"), by Raffio directly, or fulfilled electronically. Where a Winner is entitled to the Cash Alternative instead of a Prize, fulfilment instead takes the form of payment in accordance with clause 4.4.

2.2 We select Host Partners with reasonable care, but the Host Partner, and not Raffio, is responsible for the physical carriage of the Prize from the point of despatch to the delivery address you provide. For the avoidance of doubt, we maintain oversight of fulfilment standards and dispute handling.

2.3 Where a Prize is an experience (for example, tickets, a voucher, or a booking) rather than a physical item, it may be fulfilled by electronic delivery, redemption instructions, or a third-party experience provider, as described on the Platform for that Draw.

3. Delivery area

3.1 We currently deliver Prizes to addresses within the United Kingdom only. We do not deliver Prizes outside the United Kingdom.

3.2 If you provide a delivery address outside the United Kingdom, we reserve the right to withhold delivery, request an alternative address, or offer a cash-equivalent or alternative arrangement at our sole discretion in accordance with our Terms and Conditions.

4. Delivery timeframe and cost

4.1 Delivery or fulfilment of a Prize to the Winner is free of charge, whether the Prize is delivered by a Host Partner, fulfilled directly by us, or fulfilled electronically. We do not charge the Winner any fee, carriage charge, or other cost for the delivery or fulfilment of a Prize won on the Platform.

4.2 The Host Partner will aim to deliver or fulfil each Prize within 30 days of successfully verifying the Winner's identity, age and eligibility in accordance with our Terms and Conditions, depending on the nature of the Prize and the Host Partner used. The 30 day timeframe is an estimate only and may vary depending on the Prize, its availability, and location within the United Kingdom. It also remains subject to confirmation of the applicable Host Partner's actual operational timings.

4.3 Where a Prize is bespoke, made to order, or otherwise reasonably requires a longer lead time (for example, an experience booked for a future date or a vehicle or other specialist item), or is to be fulfilled directly by us or electronically rather than through a Host Partner, we will notify the Winner of the expected timeframe when the Prize is confirmed. We will lead all communication with the Winner regarding verification and authorisation of the Prize. Once we have authorised release of the Prize, the Host Partner or supplier may contact the Winner directly to the extent reasonably necessary to arrange collection, delivery, or redemption of the Prize, consistent with our agreement with that Host Partner.

4.4 Where the Minimum Sales Threshold for a Draw has not been reached and the Winner is entitled to the Cash Alternative rather than the Prize, we treat payment of the Cash Alternative as fulfilment of that Draw. The Cash Alternative is calculated and becomes payable in accordance with our Terms and Conditions.

4.5 We will pay the Cash Alternative to the Winner by bank transfer to the bank account specified by the Winner, within 30 days following the draw. We do not deduct any fee, charge, or cost from the Cash Alternative payment.

4.6 It is the Winner's responsibility to provide accurate and complete bank account details. We are not responsible for delay in payment of the Cash Alternative caused by inaccurate or incomplete bank details provided by the Winner, or by delays attributable to the Winner's bank or payment provider.

5. Verification before despatch

5.1 We will not arrange for a Host Partner to dispatch a Prize until the Winner has been verified in accordance with our Terms and Conditions, including confirmation of identity, age, eligibility, and a valid delivery address within the United Kingdom.

5.2 It is the Winner's responsibility to provide a complete and accurate delivery address and contact telephone number. We are not responsible for delay or non-delivery caused by inaccurate or incomplete address details provided by the Winner.

6. Delivery attempts and re-delivery

6.1 Our Host Partners will make reasonable attempts to deliver a Prize to the address provided, which may include leaving the Prize with a neighbour, in a safe place, or at a local collection point, in accordance with the Host Partner's standard delivery practices.

6.2 If a Prize cannot be delivered after reasonable attempts (for example, because no one is available to accept it, or it is not collected from a collection point within the time allowed), the Host Partner may return the Prize to us. In that case, we will contact the Winner to arrange re-delivery, which may be subject to a reasonable further delay.

6.3 If, having made reasonable efforts, we are unable to arrange successful delivery of a Prize to a Winner within 30 days of us being provided with a valid United Kingdom address, we reserve the right to treat the Prize as unclaimed in accordance with clause 9.

7. Risk and ownership

7.1 Risk in a physical Prize passes to the Winner on delivery to the address provided. Ownership of a physical Prize passes to the Winner on delivery, unless otherwise stated on the Platform for a particular Draw.

7.2 You should inspect a Prize promptly on delivery. We ask that you notify us as soon as reasonably possible, and ideally within 14 days of delivery, if the Prize is damaged, faulty, or does not match its description, so that we can investigate with the Host Partner or supplier as quickly as possible. This 14-day period is a request for prompt reporting to help us resolve issues efficiently. It is not a deadline after which you lose the right to report a problem or seek a remedy, including where a defect is not reasonably discoverable until after that period. Clause 8.2 continues to apply.

8. Damaged, faulty, or lost Prizes

8.1 If a Prize arrives damaged or faulty, or is lost in transit, please contact us using the details in clause 12 as soon as reasonably possible. We will investigate with the relevant Host Partner, and, where appropriate, arrange for the Prize to be repaired, replaced, or substituted with a Prize of equivalent value.

8.2 Nothing in this Policy affects your statutory rights in respect of goods that are faulty or not as described.

9. Unclaimed Prizes

9.1 If a Winner does not respond to our attempts to make contact, does not complete the verification steps required under our Terms and Conditions, or does not provide a valid United Kingdom delivery address, within a 14-day period of us notifying the Winner, we reserve the right to treat the Prize as unclaimed.

9.2 We will make all reasonable efforts to contact the Winner. If the Winner cannot be contacted or has not claimed their prize within 14 days the Prize will be treated as unclaimed and we reserve the right, at our discretion, to select an alternative Winner from the remaining valid Entries for the relevant Draw in accordance with our Terms and Conditions.

9.3 Where a Winner is cooperating with the verification and delivery process (including by responding to reasonable requests for information and providing a valid United Kingdom delivery address), we will not treat the Prize as unclaimed, and the Winner will not lose their Prize solely because of a delay caused by a Host Partner, supplier, or carrier, or because a verification or delivery issue has not yet been resolved. The 14-day period in clause 9.1 and 30-day period in clause 6.3 applies solely to Winner-caused delays such as failing to respond, complete verification, or failure to take delivery of the Prize despite repeated attempts and will be extended as reasonably necessary, while we or a Host Partner are working to resolve an issue that is not attributable to the Winner.

9.4 If a Host Partner fails to supply or fulfil a Prize as described on the Platform (for example, because the Host Partner becomes insolvent, ceases trading, withdraws the Prize, breaches its agreement with us, commits fraud, lacks title to the Prize, provides materially inaccurate information about the Prize, or is otherwise unable or unwilling to fulfil it), we will use all reasonable efforts to source a substitute Prize of equivalent value from an alternative Host Partner or supplier. This clause 9.4 does not limit any right you may have to take action against the Host Partner directly, and nothing in this Policy affects the liability provisions set out in our Terms and Conditions.

10. Complaints

10.1 If you are dissatisfied with the delivery or fulfilment of your Prize, you may raise a formal complaint by contacting us at support@raffio.co.uk and marking your correspondence "Formal Complaint."

10.2 Formal complaints are handled in accordance with our Complaints Policy, which can be found here.

10.3 Nothing in this clause affects your statutory rights or your right to bring proceedings before a court of competent jurisdiction.

11. Changes to this Policy

11.1 We may update this Policy from time to time. Any changes will be published on the Platform with an updated "Last updated" date. Your continued use of the Platform following such an update constitutes your acceptance of the revised Policy.

12. Contact us

12.1 If you have any questions about the delivery or fulfilment of a Prize, please contact us:

• (a) Email address: support@raffio.co.uk
• (b) Platform: through your account settings or customer support
• (c) Postal address: Raffio Limited, 9 Newton Place, Office 1, Glasgow, Scotland, G3 7PR