The short version
- You can ask for a refund within 24 hours of payment, as long as the competition hasn't closed. Once it closes and entries are filed for judging, entries can't be refunded.
- We refund in full if we cancel a competition, charge you by mistake, or a fault on our side stops your entry.
- We refund entries made by anyone under 18, and void them.
- We don't refund incorrect skill question answers, or entries you no longer want once they are confirmed.
- Your statutory rights are not affected.
Your right to cancel
A competition entry is a service related to a leisure activity with a specific date of performance (the closing time and judging). Under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to cancel does not apply. However, we give you a voluntary 24-hour cancellation window: you can cancel a paid entry for a full refund within 24 hours of payment, provided the competition has not closed. After that, an entry cannot be cancelled for a refund unless one of the reasons below applies.
When we refund
| Situation | Refund |
|---|---|
| We cancel a competition | All paid entries, in full |
| You were charged twice, or the wrong amount | The overcharge, in full |
| A technical fault on our side meant your paid entry was not recorded | That entry, in full |
| The entrant was under 18 | All entries, in full, and the account is closed |
| We accepted entries over your spending limit or the entry cap because of our error | The entries over the limit |
When we don't refund
- Your skill question answer was incorrect. Incorrect entries are not entered into the draw.
- You changed your mind more than 24 hours after payment, or after the competition closed.
- Your Spot the Ball crosshairs were not the closest.
- You missed the closing time.
- Your entry was void because you broke the Competition Rules & Terms, unless the law requires a refund.
How to ask for a refund
- Email with your order reference and the reason. For a change of mind, your email must reach us within 24 hours of payment and before the competition closes. For the other reasons above, contact us within 30 days of the payment.
- We reply within 5 working days.
- Approved refunds go back to the original payment method within 14 days. Your bank may take a few more days to show it.
If you are unhappy with our decision, follow our complaints process.