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. By submitting an entry, you request immediate performance of the competition service and acknowledge that any statutory cancellation right may be lost once that service has been fully performed.

This does not remove rights that cannot lawfully be excluded.

We do not normally refund a valid competition entry merely because you changed your mind, selected the wrong quantity, disliked the ticket number or did not win. Contact us immediately if you believe an obvious input or payment error occurred before an entry was allocated; we will review what can reasonably be corrected.

If you believe you were charged twice, charged the wrong amount or charged without authorisation, contact support promptly with your account email, 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, reduce an advertised prize or extend a closing date merely because ticket sales are lower than expected. A competition may only be cancelled, suspended or changed where an exceptional legal, safety, security, fraud, supplier, platform or force-majeure issue makes fair performance impossible or unlawful.

If a paid competition is cancelled without an equivalent fair resolution, affected paid entries will be refunded to the original payment method where reasonably possible. Site credit will not be substituted for a cash refund without the customer’s agreement unless the original payment route cannot lawfully or practically receive the refund and a fair alternative is offered.

If a website, payment, ticket, game animation, result display, email or balance issue occurs, we will review the underlying server, order, ticket, transaction and game records. A visual or connection error does not by itself create or remove a winning result.

Where a genuine fault prevents a paid service from being supplied fairly, we may provide a corrected entry, replacement play, refund or another proportionate remedy.

Once an instant-win ticket or result has been allocated and made available, the entry is normally treated as used. If the animation freezes or fails to load, the underlying recorded result remains controlling, subject to investigation of a genuine system error.

The advertised prize will be awarded unless the competition page clearly offers a cash alternative or an equivalent alternative is agreed with the winner. We will not substitute a lower-value prize because of low ticket sales.

Physical prize collection, delivery, insurance, registration, tax, running costs or supplier conditions will be explained on the competition page or during fulfilment where relevant.

Site credit, cashback, bonus credit, free tickets, vouchers and promotional rewards are not cash and cannot be withdrawn unless explicitly stated. They are personal to the account, cannot normally be transferred or sold and may be corrected where credited in error.

A promotion may have clearly disclosed eligibility, minimum-spend, maximum-benefit or misuse-prevention rules. Any significant condition should be shown before participation.

Proper Pass is an optional recurring monthly membership. The price, renewal schedule, included credit, automatic normal-draw tickets and any Founder free-month offer are shown before subscription. Membership credit and benefits are normally supplied automatically as soon as the relevant joining payment, free-month date or paid renewal is confirmed.

You may cancel at any time from My Account. Cancellation stops future automatic renewals and access continues until the end of the current paid or free membership period unless the account is closed or access is ended earlier for a lawful reason.

Because promotional credit, automatic entries and member access are supplied immediately, a completed membership payment is generally not refundable merely because you change your mind after those benefits have been applied or used. This does not exclude any statutory cancellation, refund, payment-service or consumer right that applies. Confirmed duplicate charges, unauthorised payments, material service failures and any refund required by law will be handled fairly. Where a payment is refunded, unused membership credit, automatic entries or related promotional benefits may be removed or reversed where lawful and proportionate.

Please contact us before starting a chargeback so that we can investigate. Fraudulent or unjustified chargebacks may lead to account restriction, cancellation of entries or recovery of direct losses where legally permitted. A genuine chargeback right is not affected.

Email support@properwins.co.uk with your full name, account email, order number and a clear explanation. Formal complaints are handled under the Contact, Complaints & Support page.