Refund and Postal Policy

1 Introduction
Welcome to Tap To Win Competitions Ltd’s Refund Policy. Our goal is to ensure transparency and provide
you with the highest quality of service. This policy outlines the conditions and procedures for requesting a
refund so you can feel confident in your interactions with us. Please review the eligibility criteria and
guidelines to understand the circumstances under which refunds are granted and any exceptions that may
apply.
Furthermore, we are committed to delivering your items promptly and securely. This document explains the
processes, estimated timeframes, and responsibilities involved in the shipping and handling of products
related to our services. Our aim is to maintain clarity and ensure you have a seamless experience from
purchase to delivery.

2 Refund Policy – Eligibility Criteria

2.1 At Tap To Win Competitions Ltd, we strive to provide our customers with a seamless
experience. Under specific circumstances, you may be eligible for a refund. Please review the
criteria below to determine your eligibility:

2.2 Billing Errors: Refunds may be granted if a transaction error occurred, such as duplicate
charges, incorrect billing amounts, or accidental charges. Requests must be submitted within
5 days of the transaction.

2.3 Event Cancellations: In the event of cancellation by Tap To Win Competitions Ltd, participants
will be eligible for a full refund. Notifications of cancellation will be provided promptly, and
refunds will be processed within 14 days.

2.4 Unauthorised Transactions: If there is evidence of unauthorised transactions or account fraud,
refunds will be considered upon verification of the claim. Please report any suspicious activity
immediately.

2.5 Non-fulfilment of Services: If a purchased service or item has not been delivered or fulfilled as
promised, a refund may be issued after a review process. Claims should be submitted within
14 days of the expected delivery date.

2.6 Product Defects: For any tangible products that arrive damaged or are defective, a refund or
replacement may be offered. Claims must be supported with photographic evidence and
submitted within 7 days of receipt.

3 Refund Policy – Ineligibility Criteria

3.1 Used or Redeemed Items: Items and services that have been utilised, such as digital entries
or tickets that have entered a draw, are not eligible for refunds.

3.2 Promotional Offers: Complimentary or promotional items are non-refundable.

3.3 Bets or Wagers: All bets placed through our platform are considered final and non-refundable.

3.4 Violation of Terms & Conditions: Refunds will not be issued if the account holder has breached
any terms and conditions.

3.5 Time-Limited Purchases: Certain promotional offers or time-limited purchases are nonrefundable unless otherwise stated.

4 Refund Request Process
To initiate a refund, customers must submit a formal request through Tap To Win Competitions
Ltd’s official platform, accessible under the “Support” or “Help” section. This must be done within
7 days of the original transaction or delivery date. Requests can also be initiated by contacting
our customer support at taptowincompetitions@gmail.co.uk.

4.1 Each refund request must include the following details:
i. Full Name and Contact Information
ii. Transaction ID or Order Number
iii. Date of Purchase
iv. Detailed Reason for the Refund Request
v. Any Supporting Documentation (e.g., billing statements, photographs of defective
products)

4.2 Upon receipt, Tap To Win Competitions Ltd will send an acknowledgment email within 5 days,
confirming the request has been received and is under review. Our team will verify the
information and may reach out for additional details if necessary.

4.3 The refund request will be reviewed by our customer service team to determine eligibility
based on our refund policy criteria. This review will be conducted within 14 days of receiving
the request. During this period, any communication or necessary clarifications will be handled
by our team.

4.4 After the review, a decision will be communicated to the customer via email. If the refund is
approved, the email will outline the refund process and estimated timeframes. If declined,
reasons for the decision will be provided.

4.5 Approved refunds will be processed via the original payment method within 14 days from the
approval date. The time it takes for the refund to appear in your account may vary depending
on your financial institution’s policies.

4.6 All decisions regarding refund requests are final. However, customers may seek further
clarification or assistance by contacting our customer support team.

4.7 Tap To Win Competitions Ltd reserves the right to update or modify this refund process at any
time. Customers will be notified of significant changes through our official communication
channels.

4.8 For assistance or to learn more about our policies, please reach out to us at
taptowincompetitions@gmail.co.uk.

5 Timeline for Refund Processing

5.1 Upon submission of a refund request, Tap To Win Competitions Ltd will send an
acknowledgment confirmation to the customer within 5 business days of receiving the request.
This confirmation will outline the next steps and expected timeframes for the review process.

5.2 All refund requests will be thoroughly reviewed by our customer service team to verify eligibility
in accordance with our refund policy. This review process will be completed within 14 business
days from the date of acknowledgment.

5.3 Customers will be notified of the decision regarding their refund request within 7 business days
after the review is completed. Notifications will include the outcome, with approvals detailing
the refund process and expected timeline, and denials providing reasons for the decision.

5.4 Upon approval, refunds will be processed using the original payment method. The processing
time is as follows:
i. Credit/Debit Card Refunds: Typically processed within 3 to 5 business days.
ii. Bank Transfers: Completed within 1 to 3 business days.
iii. Other Payment Methods (e.g., PayPal): Varies based on the payment provider,
typically within 1 to 5 business days.

5.5 Please note that while Tap To Win Competitions Ltd initiates the refund process within the
timelines stated above, the actual reflection of funds in your account may be subject to
additional delays depending on your financial institution or payment provider.

5.6 In the event of unforeseen circumstances leading to delays in refund processing, Tap To Win
Competitions Ltd will promptly inform the customer and provide an updated timeline. We are
committed to maintaining communication until the issue is resolved.

5.7 Tap To Win Competitions Ltd reserves the right to update or modify this timeline for refund
processing at any time. Notification of changes will be provided through our official
communication channels to ensure transparency.

6 Postal policy
At Tap To Win Competitions Ltd, we strive to ensure that all physical items, including tickets and
winnings, are delivered securely and promptly. Below are the methods we use to deliver physical
items:

Delivery Methods for Physical Items

6.1 Standard Postal Service:
i. Items will be sent through a standard postal service, which typically takes 3 to 5
business days for domestic deliveries. International delivery times may vary based on
destination.
ii. Tracking: Provides basic tracking information. Customers will receive a tracking
number via email once their item has been dispatched.

6.2 Courier Services:
i. For expedited delivery, items may be shipped via reputable courier companies. This
ensures faster delivery, typically within 2 to 4 business days.
ii. Tracking and Insurance: This method includes comprehensive tracking and offers
additional insurance for items in case of loss or damage during transit.

6.3 Express or Priority Mail:
i. For urgent deliveries, items can be sent using express or priority mailing services.
Delivery is expected within 2 to 5 business days, ensuring top priority handling.
ii. Tracking and Signature Required: Offers detailed tracking and requires a signature
upon delivery to confirm receipt.

6.4 Electronic Delivery:
i. When applicable, items like electronic tickets will be delivered via email or through our
secure online portal, accessible within 48 hours of purchase.
ii. Instructions Provided: Customers will receive detailed instructions on how to access
and verify their electronic items.

6.5 In-Person Collection:
i. Customers may opt to collect certain items physically at designated Tap To Win
Competitions Ltd locations or partner facilities.
ii. Identification Required: Valid ID and order confirmation must be presented at the time
of collection.

6.6 Customer Responsibilities:
i. Ensure that the shipping address provided is accurate and up to date to avoid delays
or misplacement.
ii. Immediately report any issues such as non-receipt or damage to our customer support
team.

6.7 Delivery times are estimates and commence from the date of dispatch. Delays caused by
external factors such as postal strikes or customs procedures are beyond our control. In such
cases, Tap To Win Competitions Ltd will notify you and work to resolve any issues as swiftly
as possible.

6.8 The costs associated with the above methods of delivery are at the discretion of the
Customer/Company

7 Procedures for Damaged or Lost items
At Tap To Win Competitions Ltd, we take the utmost care in ensuring that your deliveries reach
you safely and efficiently. However, in the instance that an item is damaged or lost during
delivery, we have established the following procedures to resolve the issue promptly:

7.1 Reporting Damages:
i. If you receive an item that is damaged, please notify our customer support team within
5 business days of delivery. Contact us at taptowincompetitions@gmail.co.uk your
order details.
ii. To facilitate a swift process, please provide photographic evidence of the damage and
retain the packaging materials for inspection.

7.2 Reporting Lost Items:
i. If your item has not arrived within the expected delivery timeframe, please inform us
as soon as possible. Contact our support team with your order number and delivery
details.
ii. Our team will conduct an investigation with the postal or courier service to track the
item’s status and determine its location.

7.3 Resolution:
i. Replacement or Refund: Based on the investigation’s outcome, Tap To Win
Competitions Ltd will either dispatch a replacement item at no extra cost or issue a full
refund. The chosen resolution will be communicated to you promptly.
ii. Resolutions, including dispatch of replacements or processing of refunds, will be
completed within 14 business days after the investigation concludes.

7.4 Insurance Claims:
i. If applicable, Tap To Win Competitions Ltd will handle insurance claims with the courier
service for items covered under insurance. We will keep you updated throughout the
process.

7.5 Preventive Measures:
i. We prioritise secure packaging to minimise the risk of damage during transit. Our team
continuously improves packaging materials and methods.
ii. Tracking and Communication: Regular updates and tracking information will be
provided to keep you informed throughout the delivery process.

Information classification: Confidential
7.6 We are committed to addressing your concerns swiftly and ensuring your satisfaction with our
services. For more information or to initiate a claim for a damaged or lost item, please contact
our support team at taptowincompetitions@gmail.co.uk.

8 Right to Amend Policy
Tap To Win Competitions Ltd reserves the right to amend, modify, or update this policy at any time.
Such changes may reflect adjustments to operational practices, compliance requirements, or
company objectives, and are made to ensure the delivery of optimal service. Amendments to this
policy will take effect immediately upon their posting on our website or through official
communication channels, unless stated otherwise.

8.1 Customer Notification:
i. Digital Notification: Customers will be informed of significant changes to this policy via
email and through announcements on our official website. Notifications will be issued
at least 3 days prior to the effective date of the new policy.
ii. Review and Acceptance: Continued use of our services after the effective date of
changes constitutes acceptance of the revised policy.

8.2 Scope and Protection:
i. This clause is designed to provide Tap To Win Competitions Ltd with the flexibility to
adapt to changing circumstances, legal obligations, and business goals without prior
consultation.
ii. While we strive to provide advance notice where possible, certain amendments may
be enacted immediately to comply with legal or regulatory requirements.

8.3 Customer Rights:
i. Customers are encouraged to review this policy periodically to remain informed about
their rights and obligations under the current terms. A current version of the policy will
always be accessible on our official website.