Refund Policy

This Refund Policy applies to all purchases made on pokeyprizes.com and forms part of our Terms and Conditions. It has been drafted in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Pokey Prizes operates prize draw competitions, not subscription services. Each entry purchase is a one-time transaction for a specific competition. Entry fees fund the prize pool and platform operation.

Once your entry purchase is confirmed and your ticket numbers are allocated, entry fees are non-refundable. This policy applies regardless of:

• the outcome of the draw;
• a change of mind after purchase;
• failure to read the competition details before purchasing; or
• any personal circumstances arising after the purchase is made.

The reason for this policy is that entries are allocated a specific ticket number immediately upon purchase, and selling that ticket to another participant after allocation is not possible within the competition structure.

Statutory cancellation right: The Consumer Contracts Regulations 2013 provide a 14-day right of cancellation for most online purchases. However, by completing a purchase on pokeyprizes.com you expressly request that your entries are allocated immediately. You acknowledge that the service is fully performed at the point of ticket allocation and that your statutory right to cancel lapses at that point. This does not affect your rights under the exceptions listed below.

If we cancel a competition before the draw takes place - for any reason other than a breach of our Terms by the entrant - you are entitled to a full refund of all entry fees paid for that competition.

Timeline: Refunds for cancelled competitions will be processed within 5 working days of the cancellation announcement. You will receive an email confirmation once your refund is initiated.

Method: All refunds are returned to the original payment method used at purchase (credit or debit card via Trust Payments). Your card issuer may take a further 3-10 working days to reflect the credit on your statement.

Pokey Prizes may cancel a competition only in the circumstances set out in the Terms and Conditions or where required by law. All entrants will be notified by email and eligible refunds will be processed automatically - no action is required from you.

If a technical error on our platform results in you being charged the wrong amount (for example, a duplicate charge or an incorrect price), we will:

• investigate the error upon being notified;
• confirm the outcome to you by email within 3 working days; and
• issue a refund for the incorrect portion of the charge within 5 working days of confirmation.

To report a suspected payment error, email play@pokeyprizes.com with your order reference and a description of the issue. Please do not contact your bank before giving us the opportunity to resolve the error - in most cases we can resolve payment disputes faster than the chargeback process.

If your account is suspended or closed due to a breach of our Terms and Conditions (for example, operating multiple accounts, using fraudulent payment methods, or attempting to manipulate a draw), any associated entry fees are non-refundable and any prizes won during the period of breach will be forfeit.

If you believe your account has been suspended in error, please contact us at play@pokeyprizes.com. We will review all account suspension decisions within 5 working days of a written appeal.

A chargeback is a reversal of a payment initiated through your card issuer rather than directly with us. We ask that you contact us first before initiating a chargeback, as we resolve genuine payment disputes promptly and the chargeback process is slower and more disruptive for both parties.

Legitimate chargebacks: Where a chargeback arises from a genuine technical error (such as an unauthorised transaction or a duplicate charge confirmed by us), we will not contest the chargeback and will cooperate with your card issuer's process.

Fraudulent or unjustified chargebacks: Where a chargeback is initiated for entries that were legitimately purchased and allocated, we will provide your card issuer with all relevant evidence (purchase confirmation, ticket allocation records, draw results, and communication history) and contest the chargeback. We reserve the right to suspend the account pending investigation and, where fraud is established, to report the matter to relevant authorities.

The free postal entry route involves no payment. There is nothing to refund. We do not reimburse the cost of postage for free entries under any circumstances.

To request a refund under any of the applicable circumstances above:

• Email play@pokeyprizes.com with the subject line "Refund Request";
• Include your name, registered email address, and order reference number(s); and
• Briefly describe the reason for your request.

Alternatively, use the Contact page on our website. We aim to respond to all refund requests within 3 working days.

If you are unhappy with the outcome of a refund request, you may escalate your complaint using our formal complaints process (see our Terms & Conditions §14). If we cannot resolve your complaint to your satisfaction, you may refer it to an independent Alternative Dispute Resolution (ADR) body, or seek advice from Citizens Advice (citizensadvice.org.uk).