When a refund may apply
Last updated: 4 September 2026.
Flagship considers refund requests fairly and preserves all statutory consumer rights. A refund may apply where:
- a duplicate charge occurred;
- a verified technical error created an incorrect order or Entry;
- Flagship cancelled a Competition;
- Flagship cannot provide the advertised prize or an agreed lawful equivalent;
- payment was accepted but no valid Ticket was allocated;
- a refund is required by law; or
- Flagship exercises reasonable goodwill discretion.
Payments that do not create an Entry
A failed, declined, abandoned, cancelled, pending or unconfirmed payment does not create a valid Entry. If money appears to have left an account without payment confirmation or a valid Ticket, contact Flagship so the payment and WooCommerce records can be investigated.
Change of mind
A change-of-mind refund will not normally be given after a valid Ticket has been allocated, subject to statutory rights and the circumstances in which the service has been performed. Flagship considers the timing, draw status and applicable law when reviewing a request.
Cancelled or materially changed Competitions
A Competition will not be cancelled, extended or have its prize reduced merely because sales are low. If an event outside Flagship’s reasonable control causes cancellation or a material change, affected customers receive a fair remedy. A money refund will not be replaced with account credit unless the customer freely chooses that alternative.
Reversals and chargebacks
A reversed payment or successful chargeback may invalidate associated Entries after investigation, taking account of the Ticket-allocation and draw stage, the available evidence and applicable rights. A genuine payment dispute is reviewed on its facts and is not treated as abuse merely because it is inconvenient.
How refunds are returned
Approved refunds are returned to the original payment method. The time taken for the funds to appear may depend on the payment service provider and the customer’s card issuer or bank. Flagship does not send a refund to a different person, card, wallet or bank account merely on request.
Instant Win competitions
Where a Competition includes Instant Win prizes, its competition-specific terms explain how refunds, payment reversals, prize notifications, claims and any prize reallocation are handled.
Requesting help
Email info@flagshipcompetitions.co.uk or call 020 4569 1411. Include the account email, Competition, order reference if one exists, date, amount and a clear description. Do not email full card details or identity documents. You may also use the Complaints Procedure.