PrizeRun Refund Policy

1. What this policy covers

This policy explains refunds and restored credits for PrizeRun Run Packs and Official Runs. Paid Prize Competitions are available only to eligible people aged 18 years or older. This policy applies alongside the PrizeRun Terms and Conditions and the Competition Schedule for the relevant competition. Lawful liability limits and the pre-action dispute process are set out in clauses 20 and 22 of the Terms.

Nothing in this policy excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

2. Quick guide

3. Unused Run Packs: 14-day change-of-mind refund

PrizeRun voluntarily offers a full change-of-mind refund for a Run Pack as a whole when:

• you request it within 14 days after payment;
• every Official Run supplied by that Run Pack remains unused; and
• the purchase has not already been refunded, reversed or charged back.

The voluntary refund applies to the pack, not to individual runs. Once any Official Run supplied by the Run Pack has started, that Run Pack is no longer eligible for a change-of-mind refund.

Free Practice Runs do not use Run Pack credits and do not affect this change-of-mind window.

4. Official Runs are not refundable for change of mind

An Official Run starts when the PrizeRun server issues the attempt token and the run begins. An Official Run is not refundable merely because you:

• change your mind;
• achieve a time or rank you are unhappy with;
• are overtaken or move down on the live provisional leaderboard;
• exit, pause or abandon the run;
• make an input error;
• use an unsupported device or network that was disclosed before purchase; or
• lose your personal internet connection or experience a device issue outside PrizeRun's reasonable control.

This does not affect a remedy for a verified PrizeRun failure or a right under the Australian Consumer Law.

5. Verified PrizeRun failures

PrizeRun will restore an affected credit, rerun the service or provide another remedy required by law where records verify that:

• the PrizeRun server issued an attempt but a PrizeRun server error prevented the run from starting;
• a PrizeRun server failure meant a reliable completion time could not be determined; or
• a Course Build mismatch or verified timing defect prevented the Official Run from being supplied fairly as described.

A restored credit replaces the affected attempt. It is not an additional paid run. If the Australian Consumer Law gives you the right to choose a different remedy, that statutory choice is not replaced by a restored credit.

6. Australian Consumer Law remedies

Run Packs and competition services come with consumer guarantees that cannot be excluded. Depending on the circumstances, you may be entitled to a refund, resupply, restored credit, cancellation or compensation if the service does not meet a consumer guarantee.

For a major failure with a service, the Australian Consumer Law may allow you to cancel the affected service contract and obtain a refund for the unconsumed part, or keep the contract and seek compensation for the reduced value. For a non-major failure, PrizeRun is generally entitled to a reasonable opportunity to fix the problem. The remedy depends on the facts and the law; this policy is not a blanket “no refunds” rule.

The ACCC explains these rights in its repair, replace, refund and cancel guidance.

7. Competition changes or cancellation

If PrizeRun materially changes a competition in a way that disadvantages an entrant, it will follow the notice, consent and refund rules in the Terms and Competition Schedule. If PrizeRun cancels a competition because it cannot be completed or remedied fairly or lawfully, PrizeRun will initiate a full refund of the affected Entry Fees unless the entrant affirmatively chooses an offered replacement that is permitted by the Terms.

If PrizeRun accepted payment but did not provide the disclosed opportunity to practise and use the purchased Official Runs for a reason not caused by the entrant, PrizeRun will restore access, apply a fair competition-wide remedy or provide the applicable refund.

8. Duplicate, unauthorised or ineligible transactions

PrizeRun will void or refund a verified accidental duplicate payment that did not supply the confirmed product. Suspected unauthorised transactions are reviewed with the payment provider. People under 18 cannot purchase a Run Pack or enter a paid Prize Competition. If PrizeRun accepted payment from a person who was under 18 or otherwise not eligible for that competition, it will stop further participation and refund the affected payment unless applicable law or a regulator lawfully requires another treatment.

9. How to request a refund or review

Email support@prizerun.vip with:

• the email address linked to your PrizeRun account;
• the transaction or receipt reference;
• the competition and Run Pack, if applicable;
• the run or attempt identifier for a technical issue; and
• a short explanation of the request.

Do not email complete card details, passwords, one-time codes or identity documents unless PrizeRun has provided a secure authorised method.

We may ask for information reasonably needed to verify the account, payment or platform issue. A person who disagrees with an integrity or refund decision may request review under the complaints process in the Terms.

10. Refund timing and method

PrizeRun will initiate an approved refund within 5 business days. Bank, card-network, digital-wallet and payment-provider processing times are outside our direct control. Refunds are ordinarily sent to the original payment method. If that method is unavailable, we will arrange a reasonable lawful alternative after verification.

PrizeRun does not charge a fee for an approved refund. A refund does not remove any separate right to compensation or other remedy that cannot lawfully be excluded.

11. Contact

Refund requests and support: support@prizerun.vip Operator: ALLYCHAT PTY LTD ACN 696 543 727, ABN 39 696 543 727 Business location: NSW 2095, Australia