Refund Policy

At Raffio, we aim to provide a fair, transparent, and compliant experience for all users participating in skill-based prize competitions.

This Refund Policy explains when refunds may and may not be issued.

1. General Policy

All competition entry purchases are considered final once payment has been successfully processed and the user has completed the required skill-based entry process.

Due to the nature of digital competition entries, refunds are generally not provided for:

• Change of mind
• Incorrect selections made by the user
• Failure to win a competition
• Unused entries
• Duplicate purchases made intentionally

2. Circumstances Where Refunds May Be Issued

a) Duplicate Transactions

Where a user has accidentally been charged multiple times for the same intended purchase.

b) Technical Errors

Where a verified platform error resulted in:

• failed entry allocation
• payment processing issues
• system malfunction
• incomplete transaction processing

c) Competition Cancellation

If Raffio cancels a competition for operational, legal, compliance, fraud-prevention, or commercial reasons, affected entrants receive a refund of the amounts paid for that competition, returned to the original payment method.

d) Fraud or Unauthorised Transactions

If a payment is determined to be fraudulent or unauthorised following investigation.

3. Non-Refundable Circumstances

Refunds will not normally be issued where:

• the user answered the skill-based question incorrectly
• the competition has already concluded
• the winner has already been selected
• the user breached Raffio's Terms & Conditions
• the account is suspended for fraud, abuse, or policy violations

None of the above overrides section 2: a refund owed because a competition is cancelled, a charge is duplicated, entry allocation failed, a verified technical fault occurred or a payment was unauthorised is still made, and nothing in this policy limits your statutory rights.

4. Chargebacks

Users are encouraged to contact Raffio directly before initiating a chargeback with their payment provider.

Fraudulent or abusive chargebacks may result in:

• account suspension
• permanent platform bans
• legal recovery action where appropriate

Chargebacks and disputes are handled with our payment provider through its dispute process. Raffio does not report entrants to external fraud-prevention databases.

5. Refund Processing Time

Approved refunds are typically processed within:

• 3–10 business days depending on the payment method and banking provider

Refunds are returned to the original payment method only.

6. Compliance & Verification

Raffio reserves the right to:

• investigate refund requests that trigger fraud or abuse signals
• delay a refund while that investigation completes
• decline a request after a recorded manual review finds it is not owed under section 2 — every such decision is made by a person and recorded, and nothing in this section removes a refund you are entitled to under section 2 or by law

Raffio does not ask entrants for identity documents to process a refund. Refunds are returned to the original payment method through our payment provider, which is itself a check that the money goes back to the payer.

7. Contact

Email: support@raffio.co.uk

Website: www.raffio.co.uk