This Refund Policy explains when refunds, reversals, or ticket re-credits may apply for purchases and entries on the Turbo Trophy Service. This Policy supplements the Terms of Use and applies to all users, subject to mandatory consumer protection laws that may apply in your jurisdiction.
1. Scope
This Policy applies to purchases made on the Service (including ticket bundles and, where offered, memberships/subscriptions). It does not cover third-party products or services outside the Service.2. Digital Tickets and Challenge Entries
- Tickets are digital goods enabling access to challenge entries and related participation features.
- Unless mandatory law requires otherwise, ticket purchases are generally final once tickets are credited to your account and made available for use.
- Entry costs are deducted at entry. Entries are generally final once submitted, subject to integrity review and challenge cancellation rules.
3. Payment Processing
- Payments are processed by third-party payment processors (e.g., Stripe). Turbo Trophy does not store full payment card numbers (PAN) or CVV.
- Pricing, currency, and applicable taxes/fees are displayed during checkout.
4. When Refunds or Re-Credits May Be Granted
Subject to verification and applicable law, Turbo Trophy may grant a refund and/or ticket re-credit in cases such as:
- Duplicate charges caused by a demonstrable technical error.
- Unauthorized transactions confirmed after investigation (we may request evidence and identity verification).
- Challenge cancellation by Turbo Trophy prior to completion/finalization where entries were consumed for the cancelled challenge.
- Material platform error preventing access to purchased digital goods where remediation is not reasonably possible (case-by-case).
5. When Refunds Are Not Granted (Non-Exhaustive)
Unless required by mandatory law, refunds are not granted for:
- poor performance, low scores, or dissatisfaction with results;
- losses, missed opportunities, or inability to win prizes;
- enforcement of attempt limits, cooldowns, eligibility constraints, or rule-based disqualification;
- failure to complete prize verification requirements;
- suspected fraud, abuse, cheating, chargeback abuse, or violation of the Terms of Use or Fairness Policy; or
- unused tickets remaining in your account (unless required by law).
6. Chargebacks and Payment Disputes
- Chargebacks and payment disputes may result in account restrictions, investigation, and reversal of credited tickets where permitted by law.
- Where a prize is involved, Turbo Trophy may withhold or revoke prize fulfillment pending resolution to the extent permitted by law.
7. How to Request a Refund
- Contact info@turbotrophy.com within 14 days of the transaction (or within any longer period mandated by applicable law).
- Provide your account email, transaction ID, approximate timestamp, and a clear explanation.
- We may request additional information to verify authorization and investigate technical issues.
- We aim to respond within a reasonable timeframe; complex investigations may require additional time.
8. Refund Method
- Approved refunds are issued to the original payment method where possible.
- Where a card refund is not feasible (e.g., expired card, processor limitations), we may offer an alternative method or ticket credit of equivalent value, subject to applicable law.
9. EU/Swiss Consumer Information (Digital Content)
- Where applicable law provides a right of withdrawal, you may lose that right once digital content begins to be supplied immediately after purchase, subject to your consent and acknowledgement as required by law.
- Mandatory statutory rights remain unaffected.
10. Abuse Prevention
We monitor for refund abuse, chargebacks, and fraud. Abuse may lead to suspension, forfeiture of tickets/prizes, and reporting to payment partners and/or authorities where appropriate.