Refund Policy

1. Introduction

1.1 This Refund Policy applies to all ticket purchases and free entries made through the Platform, operated by Raffio Limited (Company Number SC879232) and having its registered office address at 9 Newton Place, Office 1, Glasgow, Scotland, G3 7PR ("we", "us", or "our").

1.2 By participating in any raffle on the Platform, whether by Paid Entry or the Free Postal Entry, you agree to the terms of this Refund Policy, which forms part of our Terms and Conditions.

1.3 This Policy forms part of, and should be read together with, our Privacy Policy, our Terms and Conditions, our Shipping and Prize Fulfilment Policy and our Complaints Policy.

1.4 Capitalised terms used but not defined in this Refund Policy have the same meaning given to them in our Terms and Conditions.

2. General Principles

2.1 Ticket purchases made through the Platform are made voluntarily.

2.2 Your statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation are not affected by this policy.

2.3 Where a Draw is cancelled in accordance with clause 4.1, before the Draw takes place, the provisions of clause 4 of this policy shall apply.

3. Circumstances in which refunds may or may not be granted

3.1 Refunds may be available in the following circumstances:

• (a) where a technical error on the Platform has resulted in you being charged more than once for the same ticket(s) in the same transaction;
• (b) where you have credible evidence that a purchase was made using your Account without your authorisation, subject to our internal investigation process;
• (c) where a competition is cancelled before the Draw takes place;
• (d) where the Prize or material terms of the promotion were materially and demonstrably misdescribed at the time of purchase, such that the description was likely to mislead a reasonable consumer;
• (e) where a documented technical failure on our Platform prevented your Entry from being validly registered despite payment being taken and a correct answer to the Skill Question having been submitted;
• (f) where a technical error on the Platform meant that the Skill Question was not displayed or was not capable of being answered at the time of your purchase, such that you had no reasonable opportunity to submit a correct answer; and
• (g) where payment was taken but no entry confirmation was issued and your Entry cannot be verified as having been registered.

3.2 Refunds will not be granted in a number of situations, including (without limitation):

• (a) the user having a change of mind after purchase. A Paid Entry, once validly submitted constitutes a completed purchase of a chance to win a Prize and is not subject to a cooling-off or cancellation right on the basis of a change of mind;
• (b) submitting an incorrect answer to the Skill Question, where the question was clearly displayed and a reasonable opportunity to answer it correctly was given;
• (c) failure to read the raffle terms, entry conditions, Prize details, or the Skill Question before purchasing or submitting an Entry;
• (d) purchases made as gifts where the recipient is dissatisfied;
• (e) where a valid Entry has been entered into a Draw or the Draw has already taken place, save in the circumstances set out in clause 3.1;
• (f) where the competition has already concluded and the user failed to win a Prize;
• (g) where the refund request was not submitted within the time limit specified in clause 5.1, unless you can demonstrate exceptional circumstance that prevented timely submission;
• (h) where your Account has been suspended or terminated due to a breach of our Terms and Conditions;
• (i) where you were aware of the Free Postal Entry route but chose to purchase a ticket and subsequently seek a refund solely on the basis that entry was available for free. The Free Postal Entry route is available on equal terms for every Draw, including future Draws; and/or
• (j) where a Draw proceeds and a Winner receives the Cash Alternative instead of the Prize because the Minimum Sales Threshold for that Draw was not reached in accordance with our Terms and Conditions. This is not a basis for a refund to any participant, as the Draw has validly taken place and a Winner has been selected.

4. Cancelled Promotions

4.1 We will not cancel a promotion once it has been published, except where we reasonably consider that:

• (a) continuing with the promotion would be unlawful or would expose Raffio, a Host Partner, or a user to a significant legal or regulatory risk;
• (b) prior to the Draw, the Host Partner informs Raffio that the Prize has been destroyed, lost, or otherwise rendered wholly incapable of being awarded or substituted; or
• (c) fraud or manipulation has materially compromised the integrity of the Draw such that a fair result cannot be achieved.

4.2 Where we cancel a promotion in accordance with clause 4.1:

• (a) we will notify the affected users via the email address registered to their Account (or in the case of a Free Postal Entry, the email address provided in the postcard or letter used for Entry) as soon as reasonably practicable;
• (b) all ticket purchasers will be entitled to a full refund of the face value of their Paid Entries; and
• (c) refunds will be processed to the original payment method in accordance with clause 6.

4.3 If the Minimum Sales Threshold for a Draw is not reached, the Draw will still proceed as scheduled and a Winner will still be selected in accordance with our Terms and Conditions. The Winner will receive the Cash Alternative instead of the Prize. This is not a cancellation or non-completion of the promotion, and no refund is available to other users on the basis that the Minimum Sales Threshold was not reached.

5. How to Request a Refund

5.1 To request a refund, you must contact us within 14 days of the relevant purchase date or the date on which the issue arose (whichever is later).

5.2 Refund requests must be submitted via email to support@raffio.co.uk.

5.3 When submitting a refund request, please include:

• (a) your full name and registered email address;
• (b) your order or transaction reference number;
• (c) the date of purchase;
• (d) a clear description of the reason for your refund request; and
• (e) any supporting evidence (e.g. screenshots of errors, bank statements evidencing duplicate charges).

5.4 We will aim to acknowledge your request within 5 business days and aim to provide a decision within 10 business days of receiving all necessary information. Where your refund request involves suspected fraud, or requires investigation or information from a third party, such as a payment provider or law enforcement, we may reasonably extend this period, and we will notify you of the extension and the revised timeframe as soon as reasonably practicable.

5.5 Refund requests submitted outside the time limit set out in clause 5.1 will not ordinarily be considered and will be declined without further investigation. It is your sole responsibility to submit any refund request promptly upon becoming aware of the issue giving rise to the request.

5.6 Notwithstanding the above, we retain absolute discretion to consider a refund request submitted outside the specified time limit where you can demonstrate that:

• (a) you were prevented from submitting the request within the time limit due to circumstances entirely outside your control (for example, serious illness, bereavement, or a documented technical failure preventing access to the Platform or our contact channels); and
• (b) you submitted your request as soon as reasonably practicable once those circumstances ceased to apply.

5.7 Any request for discretionary consideration of a late refund request must be submitted in writing and must include:

• (a) a clear explanation of the reason for the delay; and
• (b) supporting evidence of the exceptional circumstances relied upon.

5.8 Our decision whether to exercise discretion in relation to a late refund request is final and is not subject to further internal appeal under this clause 5, save where your statutory rights require otherwise, or where you raise a formal complaint in accordance with clause 9.

5.9 The time limit for submitting refund requests does not affect, limit, or replace any statutory rights you may have under applicable consumer protection legislation. Where a statutory right to a remedy exists independently of this policy, that right is not extinguished by the expiry of our internal time limit.

6. Processing of Approved Refunds

6.1 Where a refund is approved, we will process it to the original payment method used at the time of purchase unless otherwise agreed in writing.

6.2 Refunds will typically appear in your Account within 3-10 business days of the refund approval, depending on your payment method, bank or payment provider. We are not responsible for delays caused by your financial institution.

6.3 We do not charge any administrative fee for processing refunds.

6.4 Where a transaction was processed through a third-party payment provider, processing times may vary in accordance with that provider's policies.

7. Chargebacks

7.1 We strongly encourage you to contact us directly in the first instance before initiating a chargeback with your bank or card issuer. In many cases, we will be able to resolve your concern more quickly and with less disruption through our internal refund process set out in clause 5.

7.2 Initiating a chargeback without first contacting us may delay the resolution of your complaint and may result in the suspension or termination of your Account pending investigation.

7.3 We recognise that there are circumstances in which a chargeback may be a legitimate and appropriate course of action, including where:

• (a) an unauthorised transaction has been made on your payment card;
• (b) you have contacted us and we have failed to respond to or resolve your complaint within a reasonable time, having regard to the timeframes set out in this Refund Policy and, where applicable, our Complaints Policy; or
• (c) a refund to which you are entitled has not been processed within the timeframes set out in this policy.

7.4 Where a chargeback is raised in circumstances that would also give rise to a valid refund under clause 3.1 of this policy, we will not contest the chargeback and will cooperate fully with your bank or card issuer's investigation.

7.5 Where a chargeback is raised in circumstances that we do not consider to be valid, including (without limitation) the matters listed in clause 3.2, we reserve the right to contest the chargeback with your bank or card issuer and to provide all relevant evidence in support of our position, including transaction records, Entry confirmation data, Skill Question submission records, communications and any other information that is requested by the bank or card issuer.

7.6 Where a chargeback is successfully contested by us, you may remain liable to us for the original transaction amount.

7.7 Where a chargeback is raised against a transaction on your Account, we reserve the right to temporarily suspend your Account pending the outcome of the chargeback investigation. This is to protect the integrity of the Draw and the interests of other participants.

7.8 Where a chargeback is found to be unwarranted or is successfully contested by us, your Account may remain suspended or be permanently terminated, and you may be prohibited from making future purchases on the Platform.

7.9 Repeated or patterns of chargeback requests may be treated as a breach of our Terms and Conditions and reported to our payment processor, which may result in restrictions being placed on your ability to make future purchases through the Platform.

7.10 Submitting a chargeback in circumstances where you know the underlying charge was legitimate (sometimes referred to as "friendly fraud") is a serious matter. We will treat any such instance as suspected fraudulent conduct, will preserve all relevant records and evidence, and reserve the right to refer suspected instances to your card provider, payment processor, and/or the relevant law enforcement or regulatory authorities. This may also constitute a breach of your card provider's terms and conditions.

7.11 If your bank or card issuer contacts us in connection with a chargeback raised on your Account, we will cooperate fully with any investigation and may disclose relevant transaction and Entry data to the extent permitted by applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

8. Suspected Fraud and Withholding of Refunds Pending Investigation

8.1 We take fraudulent activity seriously and are committed to protecting the integrity of our promotions, the interests of genuine participants, and the security of its payment systems. Where we have reasonable grounds to suspect fraud or other dishonest conduct, we reserve the right to withhold any refund pending the outcome of a full investigation.

8.2 Nothing in this clause limits our right to pursue any other remedy available to us at law.

8.3 Without limitation, we may consider that there are reasonable grounds to suspect fraudulent or dishonest conduct where:

• (a) multiple Accounts are operated by the same individual or related individuals with the apparent intention of circumventing entry limits or manipulating the Draw;
• (b) a pattern of purchases followed by refund or chargeback requests is identified across one or more Accounts;
• (c) payment details, identity information, or Entry data associated with an Account appear to have been falsified, duplicated, or obtained without authorisation;
• (d) an Entry or Account appears to be associated with the use of automated, bulk, or bot-assisted purchasing tools;
• (e) there is evidence of collusion between participants;
• (f) a Skill Question answer has been submitted in a manner that suggests access to the answer by means other than genuine individual effort (for example, through systematic or coordinated submission of answers);
• (g) a participant has provided false or misleading information in connection with a refund request or complaint; or
• (h) a participant's conduct otherwise appears designed to obtain a financial advantage through deception.

8.4 Where we have reasonable grounds to suspect fraud or dishonest conduct in connection with a transaction or Account, we reserve the right to:

• (a) withhold any refund that would otherwise be due under this policy until the investigation is concluded;
• (b) suspend access to the relevant Account or Accounts pending the outcome of the investigation; and
• (c) preserve all relevant transaction, Entry, and Account data for use in the investigation and, where appropriate, for disclosure to law enforcement or regulatory authorities.

8.5 We will notify you that your refund has been placed on hold pending investigation, unless doing so would prejudice the investigation or is otherwise prohibited by applicable law or the instructions of a relevant authority.

8.6 We will endeavour to conclude our investigation and notify you of the outcome within 28 days of the date on which the hold was applied, save where the investigation is unusually complex or where we are awaiting information from third parties, in which case we will update you as soon as reasonably practicable.

8.7 If, following investigation, we are satisfied that no fraud or dishonest conduct has occurred, any refund to which you are entitled will be processed promptly in accordance with clause 6 of this policy.

8.8 If, following investigation, we conclude that fraud or dishonest conduct has occurred or is likely to have occurred, we reserve the right to:

• (a) permanently withhold the refund;
• (b) terminate the relevant Account(s) without further liability to you;
• (c) recover from you any sums previously paid to you by way of refund or Prize that are found to have been obtained by fraud or deception; and
• (d) report the matter to the relevant authorities.

8.9 Where fraud is suspected or confirmed, we may retain relevant personal data for longer than our standard retention periods to the extent necessary to support an investigation, legal proceedings, or a regulatory obligation. Any such extended retention will be carried out in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

8.10 To the fullest extent permitted by law, we shall not be liable to you for any loss, inconvenience, or damage arising from the withholding of a refund during a bona fide fraud investigation conducted in accordance with this policy, provided that such withholding is not found to have been unreasonable in the circumstances.

9. Complaints

9.1 If you are dissatisfied with the outcome of your refund request, you may raise a formal complaint by contacting us at support@raffio.co.uk and marking your correspondence "Formal Complaint."

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

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

10. Changes to this Policy

We reserve the right to update or amend this Refund Policy from time to time. Any changes will be published on the Platform with an updated "Last updated" date. We will notify registered users of any material changes via email where reasonably practicable. Your continued use of the Platform following notification of a change constitutes your acceptance of the revised policy.

11. Contact us

If you have any questions regarding this Refund Policy, please contact us:

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