Refunds &
Cancellations

1. Practice is free

PrizeRun practice play is intended to be free. There is no purchase to refund for a free practice attempt. If a payment screen or third-party store indicates otherwise, review the displayed product and Competition Schedule before confirming payment.

2. Unused official attempts

The proposed voluntary policy is that, unless a Competition Schedule provides a more generous right, an entrant may request a change-of-mind refund for unused official attempts within seven days of purchase and before the relevant competition closes. This commitment must be confirmed as technically supportable before the final policy is published.

• If no attempt from a purchased bundle has been used, the purchase price will be refunded.
• If part of a bundle has been used, the unused portion will be calculated pro rata from the bundle price. A clearly disclosed unavoidable third-party fee may be retained only for a voluntary change-of-mind refund and only where lawful; it must not be deducted from a statutory remedy where the law requires a full refund.
• An unused attempt that has expired under an expiry clearly disclosed before purchase is not automatically refundable for change of mind.
• An accidental duplicate purchase should be reported within seven days and must remain unused.

This proposed change-of-mind policy is additional to rights under the Australian Consumer Law. Payment-provider terms cannot reduce those rights or the legal seller's obligations.

3. When an attempt is consumed

The purchase screen and Competition Schedule must state the exact consumption point. An attempt should ordinarily be consumed only when the player deliberately starts an official run.

A validly started and completed official attempt is not refundable merely because the player is dissatisfied with their performance or leaderboard position. A disqualified attempt is not automatically refundable where the disqualification results from the entrant’s proven breach of the Rules. Neither statement limits a statutory remedy.

4. Technical failures

PrizeRun-controlled failure

Under the proposed policy, if platform or server records reasonably verify that a PrizeRun-controlled failure prevented an official result, PrizeRun will restore the attempt, provide an equivalent replacement opportunity, or refund the amount attributable to that attempt where restoration is unavailable or inappropriate.

Device or connectivity issue

A failure caused solely by a device or connection that does not meet compatibility requirements clearly disclosed before purchase does not usually qualify for a voluntary refund where PrizeRun used reasonable care. PrizeRun will still review available evidence and will not apply this exclusion where PrizeRun contributed to the failure or a consumer guarantee or other law provides a remedy.

Report promptly

Report the failure through the operational support channel as soon as reasonably practicable, preferably before the competition closes and ordinarily within 48 hours. A later report will be considered where relevant evidence remains available or the delay was reasonable. Include the account, competition, approximate time, device, screenshots and any displayed error. Do not send passwords or payment-card numbers.

5. Paused, changed or cancelled competitions

• If a competition is rescheduled without a material disadvantage, unused competition-specific attempts may remain valid for the new period, with a refund option where the change is material.
• If PrizeRun cancels a competition, unused competition-specific attempts will be refunded or, with the entrant’s agreement, credited to another competition.
• Consumed attempts affected by the reason for cancellation will receive an appropriate restoration, replacement or refund.
• PrizeRun must not substitute a materially different paid service without consent where the law requires a refund or other remedy.

6. Australian Consumer Law rights

PrizeRun services come with consumer guarantees that cannot be excluded. Services must be provided with due care and skill, be fit for a disclosed purpose and be supplied within a reasonable time where no time is agreed.

For a major failure with a service, you may be entitled to cancel the service contract and receive a refund for the unused portion or compensation for reduced value. For a non-major failure, PrizeRun must be given a reasonable opportunity to fix the problem; further remedies may apply if it is not fixed in a reasonable time.

7. How to request a refund or review

1. Once the support channel is operational, submit a “Purchase or refund” request.
2. Provide the account or player name, purchase date, competition, transaction reference and the remedy requested.
3. PrizeRun will acknowledge the request promptly and may seek reasonable verification under the final policy.
4. An approved monetary refund will be returned to the original payment method where reasonably practicable, or by another monetary method agreed with the consumer. Store credit will be used only with the consumer's agreement. The proposed PrizeRun processing target is 10 business days, although a payment provider or bank may take longer to display the payment; that target must be confirmed before publication of the final policy.
5. If you disagree with the outcome, request an internal review and provide any additional evidence.

NSW Fair Trading may assist with an individual consumer complaint. The ACCC accepts reports about possible systemic conduct but generally does not resolve individual disputes. A consumer may also have rights through a payment provider, NCAT or a court with jurisdiction, without reducing PrizeRun's own obligations.