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Refund Policy

Last updated: March 2026

1. General Policy

All ticket purchases on AussieLottoPrize are considered final. Once a ticket has been purchased and a unique Ticket ID (ALP-XXXX-XXXX) has been assigned, the transaction is generally non-refundable. This is because lottery tickets are entered into draws immediately upon purchase, and the draw process cannot be reversed.

2. Exceptions

Refunds may be considered in the following circumstances:

  • Duplicate Purchases: If a system error results in duplicate charges for the same ticket, we will refund the duplicate amount
  • Technical Errors: If a technical malfunction on our platform prevents a ticket from being properly entered into a draw
  • Cancelled Draws: If a draw is cancelled before it takes place (see Section 5 below)
  • Unauthorised Transactions: If your account was compromised and purchases were made without your authorisation (subject to investigation)
  • Underage Players: If it is determined that a purchase was made by a person under the age of 18

3. Requesting a Refund

To request a refund, please contact our support team within 48 hours of the transaction:

  • Email: support@loryclearwaverull.com
  • Phone: 1800 858 858
  • Contact form: Contact Us page

Please include the following information in your refund request:

  • Your account email address
  • The Ticket ID(s) in question
  • Date and time of purchase
  • Reason for the refund request
  • Any supporting documentation (screenshots, error messages, etc.)

4. Processing Time

Approved refunds will be processed as follows:

  • Account Credit: Refunds may be applied to your AussieLottoPrize account balance within 1-2 business days
  • Original Payment Method: If a refund to your original payment method is requested, processing may take 5-10 business days depending on your financial institution
  • Notification: You will receive an email confirmation once your refund has been processed

5. Cancelled Draws

In the unlikely event that a draw is cancelled before it takes place, all ticket holders for that draw will receive a full refund. The refund will be automatically credited to your account balance. You will be notified via email of the cancellation and the refund.

If a draw is partially completed and then cancelled, refunds and partial prize distributions will be handled on a case-by-case basis in accordance with regulatory requirements.

6. Promotional Credits

Promotional credits, bonuses, and free tickets are not eligible for cash refunds. These credits are provided for entertainment purposes and are subject to their own terms and conditions.

7. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, you may:

  • Request a review by our senior management team by emailing support@loryclearwaverull.com with "Refund Dispute" in the subject line
  • Lodge a complaint with the Victorian Gambling and Casino Control Commission (VGCCC)
  • Seek resolution through the applicable consumer protection agency in your state or territory

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated revision date. Your continued use of our services after changes are posted constitutes acceptance of the revised policy.

9. Contact Us

For questions about refunds, please contact our support team at support@loryclearwaverull.com or visit our Contact page.