18+ UK residents only. Free postal entry available. Skill based prize competitions. Play responsibly.

Agora Competitions
Back to home

Legal

Refunds & Complaints

Refunds and Cancellations Policy

Last updated: 7 July 2026

1. Overview

This policy explains when Agora Competitions Ltd may offer refunds, cancel entries, cancel competitions or substitute prizes.

It should be read with our Terms and Conditions and Competition Rules.

2. General position on entry fees

Unless this policy, the competition page or applicable law says otherwise, paid entries are generally not refundable once:

  • You have submitted the entry.
  • Payment has been accepted.
  • The entry has been allocated to the competition.
  • The competition is live or has closed.

This is because your entry is processed and entered into a time limited competition.

Your statutory rights are not affected.

3. When refunds may be considered

We may provide a refund where:

  • We cancel the competition and do not run an alternative fair draw.
  • You were charged more than once because of a payment processing error.
  • Your payment was taken but no entry was allocated due to a website or payment error.
  • A material error on the competition page affected your decision to enter.
  • The competition cannot proceed for reasons within our control.
  • We decide, at our discretion, that a refund is fair in the circumstances.

4. When refunds are usually not available

Refunds are usually not available where:

  • You change your mind after entering.
  • You selected the wrong competition.
  • You selected the wrong number of entries.
  • You entered without reading the competition page or terms.
  • Your answer to a competition question was incorrect.
  • You become ineligible after entering.
  • You are disqualified for breach of the rules.
  • You exceed entry limits.
  • Your account is suspended for suspected fraud or misuse.
  • You fail to claim a prize in time.
  • You ask for your account or data to be deleted in a way that prevents us from administering your entry.

5. Duplicate payments

If you believe you have been charged twice, contact support@agoracompetitions.co.uk with:

  • Your full name.
  • Account email.
  • Competition name.
  • Order reference.
  • Payment date.
  • Payment amount.
  • Evidence of duplicate charge.

If we confirm that a duplicate payment occurred, we will refund the duplicate amount or provide another appropriate remedy.

6. Cancelled competitions

We may cancel a competition where reasonably necessary, including where:

  • A technical issue affects fairness.
  • A prize becomes unavailable and cannot reasonably be substituted.
  • A legal or compliance issue arises.
  • A payment provider issue affects the competition.
  • A supplier issue prevents fulfilment.
  • There is an error in the competition page or setup.
  • There is fraud or suspected manipulation.
  • Circumstances outside our reasonable control prevent the competition from proceeding.

If we cancel a competition, we may:

  • Refund paid entries.
  • Offer account credit, where permitted and accepted by you.
  • Run an alternative draw using valid entries.
  • Substitute the prize with a reasonable alternative of equal or greater value.
  • Take another fair action depending on the circumstances.

7. Changed draw dates

We may change a draw date where reasonably necessary.

A change to the draw date does not automatically entitle you to a refund unless the change is material, unfair or required by applicable law.

We will publish updated draw details on the website and, where appropriate, notify affected entrants.

8. Prize corrections

If an error affects the stated cash prize or site credit amount, we may correct the error and provide the prize shown when the winner entered or another remedy that we consider fair.

We will not reduce a prize simply because we prefer to award a different amount after the competition has opened.

9. Disqualification

If you are disqualified for breaching the Terms and Conditions, Competition Rules or Account, Fraud and Fair Use Policy, you may lose your entries and may not receive a refund.

Examples include:

  • Duplicate accounts.
  • Underage entry.
  • False details.
  • Payment fraud.
  • Chargeback abuse.
  • Bot activity.
  • Harassment.
  • Attempting to manipulate the draw.

10. Chargebacks

If you raise a chargeback or payment dispute without contacting us first, we may suspend your account while the matter is investigated.

If a chargeback is upheld or payment is reversed, associated entries may be voided.

We may block future entries where we reasonably believe chargebacks are abusive, fraudulent or inconsistent with fair competition administration.

11. Refund method

Refunds will normally be made to the original payment method.

If that is not possible, we may require identity and ownership verification before using another method.

12. Refund timing

Approved refunds will normally be processed within 10 business days. Your bank, card issuer or payment provider may take additional time to show the refund.

13. Free entries

No payment is made to us for a free entry. Therefore, there is no entry fee to refund.

If a competition is cancelled, valid free entries will be treated fairly alongside valid paid entries for any alternative draw or remedy.

14. How to request a refund

Contact support@agoracompetitions.co.uk with:

  • Your full name.
  • Account email.
  • Competition name.
  • Order number.
  • Payment amount.
  • Reason for the refund request.
  • Supporting evidence.

We may request further information before deciding the request.

Complaints Policy

Last updated: 7 July 2026

1. Purpose

This policy explains how Agora Competitions Ltd handles customer complaints.

A complaint is an expression of dissatisfaction about our website, competitions, entries, draw process, prize handling, marketing, privacy handling, support or any other service we provide.

2. How to complain

Email complaints@agoracompetitions.co.uk and include:

  • Your full name.
  • Your account email.
  • Your telephone number, if relevant.
  • The competition name, if relevant.
  • Your order number or ticket number, if available.
  • A clear description of the issue.
  • What outcome you are seeking.
  • Copies of any supporting evidence.

3. Complaints we can handle

We can investigate complaints about:

  • Entries.
  • Payments.
  • Free entry processing.
  • Competition questions.
  • Draw process.
  • Winner selection.
  • Cash prize payment or site credit award.
  • Account access.
  • Fraud controls.
  • Refunds.
  • Marketing messages.
  • Cookie choices.
  • Data protection handling.
  • Customer service.

4. Complaints we may not be able to handle

We may not be able to resolve complaints about:

  • Postal delays outside our control.
  • Bank or card issuer processing times.
  • Third party social media platform issues.
  • Matters already decided by a court, regulator or payment provider.
  • Abusive, threatening or bad faith complaints.

We will still review the information and explain our position where appropriate.

5. Acknowledgement

We aim to acknowledge complaints within 3 business days.

The acknowledgement may include:

  • Confirmation that we received your complaint.
  • A request for more information.
  • A reference number.
  • The expected next step.

6. Investigation

We may review:

  • Account records.
  • Entry records.
  • Payment records.
  • Free entry records.
  • Draw logs.
  • Website logs.
  • Email or SMS logs.
  • Support messages.
  • Winner verification records.
  • Prize fulfilment records.

We may ask you for more information if required.

7. Response time

We aim to provide a substantive response within 10 business days of receiving all information needed to investigate.

If the complaint is complex, we may need more time. If so, we will tell you and aim to provide a final response within 20 business days.

8. Possible outcomes

Depending on the complaint, we may:

  • Explain what happened.
  • Correct an account or entry issue.
  • Process a refund.
  • Re allocate a valid entry.
  • Correct published information.
  • Apologise.
  • Improve a process.
  • Escalate to a supplier.
  • Take no further action if we believe the complaint is not upheld.

9. Escalation

If you are not satisfied with the first response, you can ask for the complaint to be reviewed by a senior person.

To request escalation, reply to the complaint response within 10 business days and explain why you disagree.

10. Advertising complaints

If your complaint concerns advertising, promotional wording, free entry prominence, prize description or marketing claims, you may be able to complain to the Advertising Standards Authority.

We encourage you to contact us first so we can investigate and respond.

11. Data protection complaints

If your complaint concerns personal data, privacy rights, cookies or direct marketing, contact privacy@agoracompetitions.co.uk.

You can also complain to the Information Commissioner’s Office.

ICO website: https://ico.org.uk
ICO telephone: 0303 123 1113

12. Payment disputes

If your complaint concerns payment, contact us before raising a chargeback where possible.

If you raise a chargeback, your account and related entries may be suspended while the dispute is investigated.

13. Abuse of the complaints process

We may restrict contact where complaints are abusive, threatening, discriminatory, repetitive without new evidence, fraudulent or made in bad faith.

We will not restrict legitimate complaints because they are inconvenient or critical.

14. Complaint records

We may keep complaint records to investigate the issue, comply with legal obligations, improve our services, defend legal claims and prevent fraud.

See our Privacy Notice for more information.