Policy

In the event that a raffle ticket sale is not valid or a request for a refund is received on a timely basis, the following procedure will be applied to assist genuine customers. Subject to what follows, Charity clients and My Charity Raffle recognize that raffle purchases and sales over the telephone and the internet are valid transactions. In the absence of an identified defect, these purchases should be supported as valid and requiring payment. Charities and My Charity Raffle sell entries in government-licensed games.

Related Issues

My Charity Raffle and its clients adhere to all applicable gambling harm minimisation policies, and all sales are vetted for buyers who may be over-committed. Refer to the My Charity Raffle Responsible Gaming Policy for further details. This refund process is not a substitute for Complaint and Feedback management. Although a complaint may lead to a refund, a refund does not replace the need to address complaints.

Procedure

1.    Authorisation for Refunds My Charity Raffle is authorised on behalf of each client to refund the value or part of any single purchase payment to the payer in the following circumstances:

• Error in purchase sum (full or partial refund).
• Customer change of mind prior to the raffle draw, provided it is promptly communicated to My Charity Raffle Customer Service.
• Desire to make a donation rather than a raffle entry (payment transferred to donation).
• Complaint about the conduct of a sale.
• Invalid sale due to no card authority, invalid purchase (e.g., employee at My Charity Raffle or client), underage, or other lack of legal capacity to make a purchase.
• Breach of legislated rules, such as payment value or cooling-off period (unsolicited purchase rules).
• Genuine inability to afford the invoiced purchase, payment, or donation.
• Concern from customer, client, or My Charity Raffle regarding Responsible Gaming issues.

2.    Invalid Reasons for Refunds The following reasons will generally not be accepted as valid for a refund:

• Not winning a prize from the draw.
• No valid reason offered for a request made after the draw.

3.    Discretionary Refunds and Cancellations My Charity Raffle may, subject to current raffle conditions, refuse to accept a payment, refund a payment, and cancel an entry in the raffle during or after the sales process. Reasons for such actions will be communicated to the prospective purchaser.

4.    Refund Request Handling Requests for refunds are received and assessed by the Customer Service Team, possibly with the assistance of the My Charity Raffle Client Manager. My Charity Raffle will process refunds and report the circumstances as part of the Complaint handling procedure.

5.    Refund Process When issuing a refund, My Charity Raffle will ensure, where possible, that:

• The refunded payer understands why the purchase is valid or not.
• That the refund is permitted, as the case may be.
• The purchase is cancelled.

The reason for the refund will be recorded by My Charity Raffle. Verbal apologies may be provided over the phone, but written explanations or apologies will not be issued solely at the customer’s request. Written confirmation of the cancellation of a refunded entry will be provided.

6.    Consequential Actions: Any consequential actions, such as “no further call” requests or investigations, will be managed by My Charity Raffle.

7.    Cancellation of Ongoing Purchases or Memberships: My Charity Raffle may accept requests for the cancellation of ongoing purchases or memberships. Cancellations can be received via phone, mail, email, website pages, and bank instructions. Cancellations will be limited to future payments for raffles that have not been drawn or recent payments received. Refunds for a series of payments will require agreement from the client and My Charity Raffle management.

This policy reflects the standards contained in the Australian Consumer Law, Telecommunications (Research Calls) Standard, and the Australian Privacy Principles. These documents will take precedence in the event of any conflict.

Please contact customer support for any further enquiries and feedback.

My Charity Raffle is a business owned by Insight Holdings Consolidated Pty Ltd ACN (111 803 475)