Refund & Prize Claim Policy

A paid entry is normally final once payment is accepted and the entry, ticket or instant-win result has been allocated or made available. This reflects the immediate performance of the competition service and does not remove consumer rights that cannot lawfully be excluded.

We do not normally refund a correctly processed entry merely because you changed your mind, selected the wrong quantity, disliked a ticket number or did not win. Contact support immediately if an obvious input/payment error occurred before allocation so we can consider a reasonable correction.

Contact support@properwins.co.uk promptly with your order reference and the transaction information visible in your banking app. Never email full card details. Confirmed duplicate or erroneous charges will be corrected using an appropriate method, normally the original payment route where possible.

Proper Wins will not cancel a competition, lower an advertised prize or extend a closing date merely because sales are below expectation. If an exceptional legal, security, safety, supplier or technical event makes fair performance impossible, we may pause, reschedule or cancel only as far as reasonably necessary.

If a paid competition is cancelled without an equivalent fair resolution, affected paid entries will normally be refunded to the original payment route where reasonably possible.

If a website, payment, ticket, reveal, result, email or balance issue occurs, we will investigate the authoritative order, transaction, ticket and server records. A display/animation failure does not by itself create or remove a winning result.

Where a genuine fault prevents the purchased service being supplied fairly, we may restore access, issue a corrected entry/replacement play, provide another proportionate remedy or refund as appropriate.

Once an instant-win result has been allocated and made available, the entry is normally treated as used. Replaying or repairing an animation does not reroll the authoritative result unless the underlying result itself was proven invalid.

The advertised prize will be fulfilled subject to eligibility and verification. If a cash alternative is offered, its amount and choice rules are those disclosed for that game. A lower-value prize will not be substituted because ticket sales were lower than expected.

Where the standard claim rule applies, a confirmed cash win can be requested for bank-transfer withdrawal within 14 days of the relevant winner notification/availability. The winner may be asked to complete reasonable identity and payment-ownership checks.

After the applicable claim window, the cash-withdrawal option may expire and the equivalent prize value may remain on the account as non-withdrawable Site Credit. Site Credit cannot then be converted back to cash unless Proper Wins expressly agrees or law requires otherwise.

Site Credit, cashback, Daily Spin credit, referral credit, vouchers, bonus entries and other promotional benefits are not cash unless expressly stated. They cannot normally be withdrawn, sold or transferred.

Credit/rewards issued because of obvious error, duplicate processing, fraud, chargeback, refund or promotion abuse may be corrected or reversed where lawful and proportionate.

If an order that generated cashback is later cancelled, refunded, reversed or charged back, the cashback linked to the affected external-cash spend may be reduced or removed. Site Credit used at checkout does not generate cashback.

If a qualifying payment is later cancelled/refunded or found to be ineligible, any streak day, Daily Boost, Power Play or referral reward generated solely by that payment may be corrected. A legitimately earned benefit will not be removed arbitrarily.

Proper Pass is recurring. Cancellation stops future renewals and normally leaves access active to the end of the current paid period. Because benefits may be supplied immediately after payment, a completed membership payment is not automatically refundable merely because the customer later changes their mind, but this does not remove any statutory cancellation/refund right that applies.

Duplicate charges, unauthorised payments, material service failures and refunds required by law will be handled fairly. Where a membership payment is validly refunded, unused benefits directly attributable to it may be removed where lawful and proportionate.

Where reasonably possible, contact support first so we can investigate. A genuine chargeback right is unaffected. Deliberately false or abusive chargebacks may result in restriction of the account and reversal of benefits linked to the disputed payment.

General refund/payment issues: support@properwins.co.uk.
Cash-prize claims/payouts: winners@properwins.co.uk.