Refunds and the right of withdrawal

Tokens are not refundable once they are credited. They are supplied to you immediately, at your express request, and the fourteen day right of withdrawal ends at that moment.

If something has gone wrong, write to us before doing anything else. We read every message and answer within 72 hours, saying yes or no. Clause 4 is what that covers.

As a consumer buying at a distance in the European Union you normally have fourteen days to withdraw from a purchase without giving a reason.

For digital content that is supplied straight away, that right ends once supply begins, provided you expressly asked for it to begin and acknowledged that you would lose the right. Both are asked of you at checkout, in a box you have to tick before the payment button will work, and the answer is recorded against your payment.

Tokens are credited the moment the payment clears, which is what makes them worth buying: a balance that arrived fourteen days later would be no use to anyone running a drawing this week. So supply begins at once and the right ends at once.

If you would rather keep the fourteen days, the answer is simply not to buy until you need the tokens. Nothing expires, but nothing is reserved either.

Your rights as a consumer under Romanian and European Union law stand whatever this page says. This is not a waiver of the protection you have if what you bought does not work, is not what was described, or was charged wrongly. It concerns changing your mind, and nothing else.

Write to [email protected] from the address on your account, and say what happened and which payment it is about. Email is the only route we handle; we do not deal with this by post.

We answer within 72 hours, and the answer is a decision, yes or no, not an acknowledgement. Where a refund is due it is paid to the same card or method you used, and we do not charge a fee for it.

Things we would expect to put right:

• You were charged twice, or charged and never credited.
• Tokens were taken for a drawing that did not produce a result and were not returned automatically.
• The service did not do what this site says it does, or was unavailable when you needed it.
• Anything that is our mistake. We would rather find those than argue about them.

Outside those, whether to refund is ours to decide, and a large unused balance bought by accident is exactly the kind of thing worth asking about. Ask.

Separate from all of the above, and automatic. If a drawing does not complete after its tokens were taken, the tokens go back to your balance on their own. You do not need to ask. It is not a refund of money, because nothing was consumed.

If that ever fails to happen, the page will tell you so at the time. Write to us and we will correct the balance.

If you raise a chargeback with your bank instead of writing to us, it takes weeks, we are not able to explain anything to you during it, and the account is suspended while it runs. Almost nothing is settled faster that way.

Writing to us costs a message and gets an answer in 72 hours. If we say no and you disagree, clause 7 says where to take it, and your right to do so is not affected by having asked us first.

Tell us, by email, and say why. If we still disagree, clause 13 of the terms says where a consumer can take it: the National Authority for Consumer Protection in Romania, or the equivalent body where you live. Nothing on this page limits the rights the law gives you.