Refund Policy

1. Overview

This Refund Policy outlines the circumstances under which Divine Prizes Ltd may issue refunds for competition entries and the process for requesting refunds.

Please read this policy carefully before entering any competitions, as entry fees are generally non-refundable once a competition has commenced.

2. General Refund Policy

2.1 Non-Refundable Entries

Once a competition has started (indicated by the first entry being received), entry fees are generally non-refundable. This policy ensures fairness to all participants and maintains the integrity of our competitions.

2.2 Rationale

• Entry fees fund the prize pool and operational costs
• Allowing refunds after entries begin would be unfair to other participants
• Competition odds and prize values are calculated based on total entries
• Administrative costs are incurred immediately upon entry processing

3. Exceptional Circumstances for Refunds

Refunds may be issued in the following exceptional circumstances:

3.1 Competition Cancellation

• Full refunds will be issued if we cancel a competition before its scheduled end date
• Cancellations may occur due to insufficient entries, technical issues, or unforeseen circumstances
• Refunds will be processed within 5-10 business days of cancellation announcement

3.2 Technical Failures

• Payment processed but entry not recorded due to system error
• Duplicate charges due to payment processing errors
• Website malfunction preventing proper entry submission
• Evidence of technical failure must be provided

3.3 Fraud or Unauthorized Payments

• Unauthorized use of payment methods (with proper documentation)
• Fraudulent activity on user accounts
• Identity theft or payment card fraud
• Police report or bank documentation may be required

3.4 Accidental Multiple Entries

• Accidental duplicate entries within 1 hour of original entry
• Must be reported within 24 hours of the duplicate entry
• Only excess entries will be refunded (original entry remains valid)
• Maximum one refund per customer per competition

4. Refund Process

4.1 How to Request a Refund

1. Contact our support team at [email protected]
2. Include your full name, email address, and order/transaction reference
3. Provide detailed explanation of the issue
4. Include any supporting documentation or evidence
5. Submit your request within 14 days of the issue occurring

4.2 Required Information

• Transaction ID or order reference number
• Date and time of the entry/payment
• Competition name and entry details
• Description of the issue or error
• Screenshots or other evidence (where applicable)

4.3 Processing Time

• Review: We will review your request within 3-5 business days
• Decision: You will be notified of our decision within 7 days
• Processing: Approved refunds are processed within 5-10 business days
• Receipt: Refunds appear in your account within 3-5 business days after processing

5. Refund Methods

5.1 Payment Method Returns

• Refunds are issued to the original payment method used
• Credit/debit card refunds: 3-5 business days
• PayPal refunds: 1-3 business days
• Bank transfer refunds: 3-7 business days

5.2 Alternative Methods

• Store credit may be offered in exceptional circumstances
• Alternative payment methods only used if original method is unavailable
• International transfers may incur additional processing time

6. Partial Refunds

In certain circumstances, partial refunds may be issued:

• Service fees and processing charges may be deducted
• Proportional refunds for competition modifications
• Administrative fees may apply to refund processing
• Bank charges or currency conversion fees may be deducted

7. What Is Not Refundable

• Entries to competitions that have already closed
• Entries to competitions where winners have been announced
• Change of mind after entering a competition
• Failure to win a competition
• Buyer's remorse or financial difficulties
• Misreading of competition terms or conditions
• Entries made more than 14 days ago (except in exceptional circumstances)

8. Chargebacks and Disputes

8.1 Bank Chargebacks

• Please contact us before initiating a chargeback
• Chargebacks may result in account suspension
• We will provide evidence of legitimate transactions
• Chargeback fees may be passed on to customers

8.2 Dispute Resolution

• We aim to resolve all disputes amicably
• Independent mediation may be used for complex cases
• UK law and jurisdiction applies to all disputes

9. Consumer Rights

This policy does not affect your statutory rights under UK consumer protection law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations
• Distance Selling Regulations
• Financial Services regulations

For advice on your consumer rights, contact Citizens Advice or Trading Standards.

10. Contact Information

For refund requests or questions about this policy: