Payments, Refunds, Cancellations and Chargebacks
Please read this policy carefully. It explains how payments, refunds, competition changes and payment disputes are handled by ThirtySix Competitions.
1. Payment for Entries
All paid competition entries must be paid for in full at the time of entry.
Once payment has been successfully processed and a valid competition entry has been allocated, the entrant is purchasing an entry into a prize competition only. Purchasing an entry does not guarantee that the entrant will win a prize.
Where applicable, entrants must also correctly complete any skill, knowledge or judgement-based question required as part of the competition entry process.
Entry numbers may be allocated automatically or manually depending on the competition format. Once an entry number has been successfully issued, the entry will be treated as confirmed.
2. Non-Winning Entries
A customer is not entitled to a refund simply because their entry does not win.
The price paid relates to participation in the competition and the opportunity to win the advertised prize. It does not represent a purchase of the prize itself.
Provided that ThirtySix Competitions has accepted the entry, supplied the relevant entry number or confirmation, conducted the competition in accordance with the published terms and awarded the prize in accordance with those terms, a non-winning entry will not normally be refundable.
3. Refunds
Competition entries are generally non-refundable once they have been successfully processed and confirmed.
However, ThirtySix Competitions may issue a refund where appropriate, including where:
- a payment has been taken in error;
- a duplicate payment has occurred;
- an entry cannot be fulfilled because of a technical or administrative error;
- a competition is cancelled and no suitable alternative arrangement is offered;
- ThirtySix Competitions is unable to provide the competition entry purchased;
- a refund is required by applicable law; or
- ThirtySix Competitions determines, at its discretion, that a refund is appropriate in the circumstances.
Refunds will normally be returned to the original payment method used to make the purchase.
Any processing time following approval of a refund may depend on the customer’s bank, card issuer or payment provider.
4. Competition Cancellation or Changes
ThirtySix Competitions reserves the right to amend, postpone, extend or cancel a competition where reasonably necessary, subject to applicable law and the specific competition terms.
Where a competition is cancelled and cannot proceed, entrants may be offered one or more appropriate remedies depending on the circumstances, which may include:
- a refund;
- entry into a replacement competition;
- account credit; or
- another reasonable alternative.
Where a replacement competition, alternative prize or other arrangement is proposed, ThirtySix Competitions will communicate this clearly to affected entrants.
5. Payment Disputes
Customers who believe that a payment has been taken incorrectly, that an entry has not been received, or that there is another issue with their order should contact ThirtySix Competitions before raising a payment dispute wherever reasonably possible.
This allows ThirtySix Competitions the opportunity to investigate and resolve the issue promptly.
Customers should provide relevant information including, where available:
- their full name;
- email address;
- order number;
- competition name;
- entry or ticket number;
- transaction amount; and
- details of the issue.
6. Chargebacks
A chargeback is a process initiated through a customer’s card issuer or payment provider.
A customer may be entitled to use the chargeback process in certain circumstances under the rules of their card issuer or payment provider.
However, failure to win a competition does not, by itself, constitute a valid reason for requesting a refund or disputing a payment.
Where a customer raises a chargeback after a valid competition entry has been supplied, ThirtySix Competitions reserves the right to provide evidence to the relevant bank, payment processor, card issuer or other financial institution in order to respond to the dispute.
Such evidence may include:
- payment records;
- order confirmations;
- competition entry records;
- allocated ticket or entry numbers;
- confirmation that the entrant accepted the applicable Terms & Conditions;
- records relating to any skill-based entry question;
- website records;
- correspondence with the customer;
- competition draw records;
- livestream or draw evidence;
- winner records;
- evidence that the advertised prize was awarded; and
- any other relevant information reasonably required to defend the dispute.
7. Unauthorised or Fraudulent Payments
If a customer believes that their card or payment method has been used without their permission, they should contact their bank or payment provider immediately.
ThirtySix Competitions may cooperate with banks, payment processors, card issuers, law enforcement agencies and other relevant parties in connection with suspected fraudulent or unauthorised payments where reasonably required.
ThirtySix Competitions may suspend or cancel entries associated with suspected fraud, payment abuse or unauthorised transactions while the matter is investigated.
8. Abusive or Misleading Chargebacks
Customers should not knowingly submit false or misleading information in connection with a payment dispute or chargeback.
Where ThirtySix Competitions reasonably believes that a chargeback has been raised fraudulently, abusively or in circumstances where the customer has already received the competition entry or service purchased, ThirtySix Competitions may provide relevant evidence to the customer’s card issuer or payment processor.
Where permitted by law and considered reasonably necessary, ThirtySix Competitions may also restrict or close customer accounts associated with repeated fraudulent payment activity or serious misuse of the payment dispute process.
9. Outstanding Payments and Account Restrictions
Where a payment is reversed, charged back or otherwise unpaid, ThirtySix Competitions may temporarily suspend the relevant customer account while the matter is investigated.
ThirtySix Competitions may also cancel future entries where payment has not been successfully received.
Any such action will be taken reasonably and will not affect any rights the customer has under applicable law.
10. Free Entry Route
Nothing in this section affects any free entry route offered by ThirtySix Competitions.
Where a competition provides a free postal entry route, eligible entrants may enter in accordance with the specific instructions stated within the Competition Rules and the individual competition page.
Paid entries and free entries will be treated in accordance with the applicable competition rules.
11. Statutory Rights
Nothing within these Terms is intended to exclude, restrict or limit any rights that cannot legally be excluded under UK consumer law.
Where any provision of these Terms conflicts with a customer’s mandatory statutory rights, those statutory rights will take precedence.
12. Contacting Us About a Payment
If you believe there is an issue with a payment, refund, competition entry or transaction, please contact ThirtySix Competitions as soon as possible using the contact details published on our website.
We will aim to investigate payment queries fairly and provide a response within a reasonable period.
