Refund Policy

1. General Principle

When you purchase competition entries on Win The Moment, you are paying for immediate participation in a live competition. Entries are fulfilled at the point of purchase and are therefore generally non-refundable, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 28 — exceptions to the right to cancel).

2. Exceptions — When We Will Refund

We will issue a full refund in the following circumstances:

• Competition cancelled by us: If we cancel a competition before the draw takes place, all entry fees for that competition will be refunded in full within 14 days.
• Technical error: If a duplicate charge or technical error results in an incorrect payment, we will correct it promptly.
• Proven payment failure: If payment was taken but your entry was not registered due to a platform error.
• You were ineligible at the time of entry and we are unable to transfer your entry to an eligible person.

3. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

• You change your mind after purchase.
• You did not win the competition.
• You were unaware of the competition rules or terms at the time of purchase.
• The competition closing date is extended.

4. Account Balance (Wallet)

Funds topped up to your Win The Moment account balance ("wallet") may be withdrawn at any time by submitting a withdrawal request from your dashboard. Withdrawals are paid by bank transfer within 5–10 business days, subject to identity verification if required.

Any unused balance remaining on an account may be withdrawn in full upon request. We do not impose expiry dates on wallet balances.

5. How to Request a Refund

To request a refund, contact us at hello@winthemoment.co.uk with your name, email address, competition name, and reason for the request. We aim to respond within 5 business days.

6. Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.