Refund Policy
This Refund Policy sets out the circumstances under which OzLuckyDraw Pty Ltd will issue refunds for ticket purchases and account deposits.
1. General Principle
All lottery ticket purchases are final and non-refundable once confirmed. A ticket is considered confirmed when a unique ticket code has been issued and the ticket appears in your Account under "My Tickets".
2. Exceptions — When Refunds Are Granted
Refunds will be issued in the following circumstances:
- Technical failure: If a system error prevents your ticket from being properly entered into a Draw, the full purchase price will be refunded.
- Duplicate charges: If you are charged more than once for the same ticket due to a payment processing error.
- Cancelled Draw: If a Draw is cancelled or declared void for any reason, all ticket purchases for that Draw will be refunded in full.
- Unauthorised transactions: If we determine that a purchase was made without your authorisation (e.g., account compromise), following investigation and identity verification.
3. Non-Refundable Items
- Tickets for Draws that have already been completed
- Tickets purchased with bonus or promotional funds
- Losses from participation in Draws (non-winning tickets)
- Voluntary deposits made to your Account (except as outlined in Section 5 below)
4. Refund Process
- Refund requests must be submitted within 30 days of the transaction via email to [email protected] or through live chat.
- Each request will be reviewed within 5 business days.
- Approved refunds are processed to the original payment method within 3–5 business days.
- You will receive email confirmation once the refund has been processed.
5. Deposit Withdrawals
Unused deposits in your Account balance may be withdrawn at any time, subject to:
- Identity verification requirements (for amounts over $1,000 AUD)
- Minimum withdrawal amount of $10 AUD
- Any applicable wagering requirements on bonus funds
6. Cooling-Off Period
New accounts may request a full refund of their initial deposit within 24 hours of account creation, provided no tickets have been purchased. This is in addition to your rights under Australian Consumer Law.
7. Consumer Rights
Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If our services have a major failure, you are entitled to a refund.
8. Contact
For refund inquiries: [email protected] or call 1300 695 825.