Refund Policy

General Policy

SHAX Charity operates raffles as fundraising activities to support our charitable work. Once you purchase raffle tickets, the transaction is generally final. However, we understand that exceptional circumstances may arise, and we will consider refund requests on a case-by-case basis.

Legal Basis

This refund policy is in accordance with:

• The Gambling Act 2005
• Consumer protection regulations
• Charity Commission guidelines
• Our Terms & Conditions

Charity Context

Please note that raffle ticket purchases are donations to our charity. The purchase price supports our charitable activities, including providing emergency home starter packs and supporting vulnerable families in Dumfries & Galloway.

Refunds may be available in the following circumstances:

Technical Errors

If a technical error occurs during the purchase process that results in:

• Duplicate charges for the same transaction
• Incorrect ticket quantities being charged
• Payment processing failures that still result in charges
• System errors preventing proper ticket allocation

In these cases, we will investigate and provide a full refund if the error is confirmed.

Raffle Cancellation

If SHAX Charity cancels a raffle before the draw date, all ticket purchasers will receive a full refund. This may occur due to:

• Insufficient ticket sales
• Unforeseen circumstances beyond our control
• Regulatory or legal requirements
• Force majeure events

Raffle Postponement

If a raffle is postponed to a later date, you have the option to:

• Keep your tickets for the rescheduled draw
• Request a full refund within 14 days of the postponement announcement

Unauthorized Transactions

If you believe your payment card was used fraudulently to purchase tickets, please contact us immediately. We will investigate and, if confirmed, provide a full refund.

Non-Eligible Refunds

Refunds are generally not available for:

• Change of mind after purchase
• Failure to win a prize
• Forgetting about the purchase
• Disagreement with raffle rules or terms
• Personal circumstances preventing participation
• Tickets purchased more than 7 days before the refund request

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Email us at contact@shaxfundraising.co.uk or call 01387 245358
2. Provide Details: Include your order number, purchase date, and reason for refund
3. Supporting Information: Provide any relevant documentation (receipts, error messages, etc.)
4. Review: We will review your request within 5 business days
5. Decision: We will notify you of our decision via email

Required Information

When requesting a refund, please provide:

• Full name and email address used for purchase
• Order number or transaction reference
• Date and time of purchase
• Number of tickets purchased
• Amount paid
• Reason for refund request
• Any supporting documentation

Verification

We may need to verify your identity and the purchase before processing a refund. This helps protect against fraud and ensures refunds go to the correct person.

Request Submission

Refund requests must be submitted:

• Within 7 days of the original purchase date for technical errors
• Within 14 days of raffle cancellation or postponement announcement
• As soon as possible for unauthorized transactions

Processing Time

Once your refund request is approved:

• We will process the refund within 14 business days
• Refunds will be issued to the original payment method
• You will receive email confirmation when the refund is processed

Bank Processing

Please note that after we process the refund:

• Credit card refunds typically appear within 5-10 business days
• Debit card refunds may take 3-5 business days
• Bank transfer refunds may take 5-7 business days
• Processing times depend on your bank or card issuer

Duplicate Purchases

If you accidentally purchase tickets twice, we will refund the duplicate purchase provided:

• The request is made within 7 days of purchase
• Both transactions are verified
• The duplicate is clearly identified

Incorrect Amount Charged

If you are charged an incorrect amount due to a system error:

• We will refund the difference immediately
• Or provide a full refund if you prefer
• We will investigate the cause to prevent recurrence

Failed Ticket Allocation

If you pay for tickets but do not receive them due to a system error:

• We will either issue the tickets immediately
• Or provide a full refund if tickets cannot be issued
• We will investigate and fix the underlying issue

Compassionate Grounds

In exceptional circumstances, we may consider refunds on compassionate grounds. Each case will be reviewed individually, and decisions will be made at our discretion.

Full Cancellation

If SHAX Charity cancels a raffle entirely:

• All ticket purchasers will be notified immediately
• Full refunds will be automatically processed
• Refunds will be issued within 14 business days
• No action is required from ticket purchasers

Partial Cancellation

If specific prizes are withdrawn but the raffle continues:

• The raffle will proceed with remaining prizes
• Refunds are not available unless the raffle is cancelled entirely
• We will notify all purchasers of any changes

Force Majeure

In the event of circumstances beyond our control (natural disasters, pandemics, etc.):

• We may postpone or cancel the raffle
• Full refunds will be available if cancelled
• We will communicate clearly about options available

If Your Refund Request is Denied

If we decline your refund request, we will:

• Provide a clear explanation of the decision
• Reference the relevant policy sections
• Offer to discuss the matter further if appropriate

Complaint Procedure

If you are not satisfied with our refund decision, you can:

1. Request a review by our management team
2. Submit a formal complaint in writing
3. Contact the local authority's licensing department (for gambling-related issues)
4. Seek advice from Citizens Advice or similar consumer advice service

Payment Disputes

If you believe a charge is incorrect, you may also:

• Contact your bank or card issuer to dispute the charge
• Provide them with our contact information for verification
• We will cooperate fully with any legitimate dispute process

For refund requests or questions about this policy, please contact us:

Response Times

We aim to respond to all refund requests within 5 business days. During busy periods (such as around raffle draws), response times may be slightly longer, but we will always acknowledge your request within 48 hours.

Related Policies

For more information, please see our:

• Terms & Conditions
• Privacy Policy