Returns & Refunds
Entry queries, cancellations and help with a prize.
Entries are not a delivered product
A paid entry is participation in a particular competition, not a purchase of the prize. There is no physical ticket to post back. This does not remove statutory consumer rights. We do not use a blanket “no refunds in any circumstances” rule or assume that copying another operator's terms makes a cancellation exclusion lawful.
Cancel or query an entry
Email support@waypointwins.co.uk or contact Waypoint Wins Limited at Suite 60, WAYPOINT WINS LIMITED, 1 Ensbury Park Road, Bournemouth BH9 2SQ, United Kingdom with your account email, competition reference, order number, payment date and what you want us to review. Do not send passwords or complete card/bank security details. If the entry is unpaid, tell us before making payment. If it is paid, contact us promptly so we can assess whether it has already participated in a draw or instant award and what rights apply. A non-winning result alone is not evidence of a payment or service error. However, statutory cancellation, misdescription and service-quality rights still apply where relevant. We do not treat entry into a competition, or the running of an instant-win check, as automatically removing any statutory cancellation right. The cancellation terms for the planned launch, including any request for early performance, remain subject to legal review before paid entries open. If you make a genuine mistake, contact us before the competition closes and before any instant result has been decided, and we'll normally cancel and refund.
Cancelled competitions and payment errors
If we cancel a paid competition, affected entry payments must be refunded rather than converted to compulsory credit. Duplicate or incorrect payments will be investigated against the transaction and entry records. Where a refund is due, it should be returned through the original payment route where possible, within the applicable legal timeframe. Bank processing time can affect when it appears. Mixed wallet/payment orders require a clear breakdown so that the customer receives the correct money and credit back. These cases currently require manual support review; there is no automatic refund button.
Damaged, incorrect or undelivered prizes
Email prize@waypointwins.co.uk promptly if your prize is damaged, materially different from its description or not delivered as arranged. Keep delivery details and, where safe, packaging and photographs so we can investigate. Do not return an item to the postal-entry box without agreed return instructions. We will arrange the appropriate remedy with you and the supplier; manufacturer warranties do not replace applicable legal rights. A physical prize's advertised cash alternative is a winner's choice before fulfilment, not an unrestricted right to exchange a used prize for money afterwards. Travel vouchers and bookings have provider-specific conditions that must be disclosed before entry; they do not override rights that cannot lawfully be excluded.
Escalation
If you disagree with the response, ask for a further review and provide the reasons and supporting evidence. You can seek independent advice from Citizens Advice and pursue any legal remedy available. Nothing in this policy prevents a legitimate payment dispute or asks you to waive a statutory right. Our terms explain the governing law.