Refunds Policy

Version 1.0 · Effective June 2026

Our General Position

Ticket purchases and wallet top-ups are generally final. This is standard practice for prize competitions — once a ticket has been entered into a live draw, it cannot be withdrawn, as doing so would affect the fairness of the draw for other entrants.

When We Will Refund You

  • A competition is cancelled before its draw takes place — any tickets purchased for that competition will be refunded in full to your wallet balance, or to your original payment method on request.
  • A technical error results in duplicate charges — for example, if a payment was processed twice for the same top-up due to a system fault. Contact us and we'll investigate and refund any genuine duplicate charge.
  • You were charged but did not receive tickets — if a wallet top-up or ticket purchase completed payment but failed to credit your account or generate your tickets due to a system error, we will correct this or refund you.

When We Will Not Refund You

  • Simply changing your mind after purchasing tickets
  • Entering the wrong competition by mistake — please check carefully before confirming any purchase
  • Not winning a draw — all draws are random and entry does not guarantee a prize
  • Unused wallet balance, except at our discretion on request (see below)

Unused Wallet Balance

Wallet credit does not expire. If you wish to withdraw an unused balance rather than spend it on future tickets, contact hello@10ptickets.co.uk and we will review your request. This is handled on a case-by-case basis.

How to Request a Refund

Email hello@10ptickets.co.uk with your registered email address, the date of the transaction, and a brief description of the issue. We aim to respond to all refund requests within 5 working days.

Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer protection law. If you believe you have a legal entitlement to a refund beyond what's described above, please contact us and we will consider your request fairly.

See also our Terms & Conditions and Privacy Policy.