Prize Fulfilment & Delivery Policy

1. How Fulfilment Works

• Raffio notifies the winner and manages their prize claim from start to finish
• Raffio verifies the winner's claim and eligibility, and collects any delivery details securely
• Only after Raffio approves the claim does the approved host receive a fulfilment task
• The host sees only the minimum winner information needed for the fulfilment method (for example, a delivery address for a courier dispatch); that access is audited and ends when the claim closes
• Delivery and handover steps are recorded with evidence — a claim is only treated as delivered and closed on evidence, never on a timer

In every case, Raffio maintains oversight of fulfilment standards and dispute handling. The operative deadlines for any claim are the ones shown on the winner's claim page.

2. Winner Verification

Before any prize is dispatched, Raffio may require:

• identity verification
• age verification
• address verification
• fraud screening
• confirmation of eligibility under platform rules

If verification is not completed, fulfilment is paused and the case is escalated to Raffio's operations team. Outcomes — including, in the last resort, withholding a prize — are recorded decisions made by a person at Raffio; nothing is forfeited automatically.

3. Delivery Timeframes

Typical fulfilment targets are:

• Small items: 3–7 business days
• Larger/high-value items: 1–14 business days
• Vehicles or specialist items: timeframe agreed with the winner through Raffio — all communication about a prize goes through Raffio, and hosts do not contact winners directly

Some prizes may require:

• collection
• registration
• transfer
• insurance arrangements
• third-party coordination

4. Delivery Methods

Raffio, or the approved host under Raffio's oversight, may use:

• tracked delivery services
• insured couriers
• specialist transport providers
• in-person collection arrangements

High-value prizes may require:

• signature on delivery
• ID verification upon receipt
• recorded handover documentation

5. Risk & Ownership

Ownership transfers to the verified winner upon:

• confirmed delivery
• signed collection
• successful transfer of possession

The final title and risk wording is under solicitor review and will be stated consistently across the Terms, this policy and the host agreement.

Some things sit outside Raffio's direct control — courier transit times, customs or import restrictions, recipient availability, and delivery details entered incorrectly by the winner. Raffio still coordinates the outcome in each of these cases (see sections 6, 8 and 10), and nothing in this policy affects your statutory rights.

6. Host Obligations

As an approved host, once Raffio assigns you a fulfilment task you are responsible for:

• Acknowledging the fulfilment task promptly
• Completing the dispatch, collection or handover step within the deadline recorded in the task — and only after Raffio has approved the winner's claim
• Recording the required evidence (for example, carrier and tracking details for a courier dispatch, or handover confirmation for a collection)
• Ensuring the prize matches the description in your listing
• Covering all shipping and delivery costs unless otherwise stated in your listing
• Using only the minimum winner information released for the fulfilment method; that access is audited and ends when the claim closes

Settlement for a listing is withheld until the fulfilment evidence for its prize has been recorded and verified. Host accounts may be restricted or terminated for non-compliance.

7. Prize Condition

Prizes must be provided in the condition described in the listing. Hosts must:

• Ensure items are new or in the condition specified (e.g., "as new", "used", "refurbished")
• Include all items, accessories, and documentation mentioned in the listing
• Package items securely to prevent damage during shipping
• Provide proof of postage, delivery or handover as part of the recorded fulfilment evidence

8. Winner Contact

All winner communication goes through Raffio. Hosts do not contact winners, and winners do not need to contact hosts:

• Raffio notifies the winner and guides them through their claim
• The winner's claim page shows the current status and any deadlines that apply to them
• Questions from winners — including about delivery — are handled by Raffio support
• If a winner does not respond, the case escalates to Raffio's operations team; a person reviews it and decides the outcome. No prize is forfeited, and no alternate winner is selected, automatically

9. If a Prize Cannot Be Fulfilled as Described

If a host cannot provide the prize as described, the host must tell Raffio immediately — not the winner. Raffio then manages the remedy with the winner, in this order:

• The prize as described, wherever possible
• An equivalent replacement, agreed with the winner through Raffio
• A cash alternative only by an authorised Raffio decision, with the winner's agreement

Where a host cannot fulfil, the listing's settlement remains withheld and any costs Raffio incurs putting things right are recoverable from the host.

10. Lost, Damaged or Missing Prizes

If a prize arrives damaged or fails to arrive:

• the winner reports it to Raffio promptly, and deals only with Raffio throughout
• evidence may be requested
• investigations will be conducted with the delivery provider

Raffio owns every lost-or-damaged case. Where an approved host supplied the prize, the host is responsible for the carrier claim and for providing a replacement, under Raffio's oversight.

Remedies follow the order in section 9: the prize as described first; an equivalent replacement agreed through Raffio where that is impossible; and a cash alternative only by an authorised Raffio decision and with the winner's agreement. Repair or an insurance claim may form part of delivering those remedies.

11. Failure to Fulfil

If a host fails to fulfil a prize as required:

• Settlement for the listing remains withheld
• Costs Raffio incurs remedying the failure are recoverable from the host
• The host's account may be suspended or terminated, and future listings restricted

12. Geographic Restrictions

Some prizes may only be available within:

• the United Kingdom
• specific jurisdictions permitted by Raffio

International delivery may not be available for all items.

13. Contact

Email: support@raffio.co.uk

Website: www.raffio.co.uk