Failed payment
The entry did not receive a confirmed paid status in our records. We review these requests as priority items.
Refunds & cancellations
Refunds and Cancellations
This page explains how Lexera handles payment-related requests for paid entries, duplicate charges, and cancellation scenarios in the UK.
The page is for users aged 18 or over and is written for our skill-based prize competition model.
What we cover
Refunds and cancellations policy
Use this page to understand where refunds can be requested, how entries are reviewed, and what information helps a claim be processed accurately.
Duplicate payment
More than one payment appears to be linked to the same entry path. We investigate whether one of them was unintended.
Suspected unauthorised payment
If a user reports an unfamiliar transaction, we support investigation and may request additional account verification evidence.
Technical error
Entry interruptions or payment flow failures may be reviewed where logs and payment references support the claim.
Incorrect charge
If billing does not match expected amounts for the selected competition entry route, we investigate manually.
Cancelled or materially changed competition
If competition terms or availability change significantly, we review possible remedies, including entry cancellation options.
Prize claim issue
Prize claim follow-up questions are processed through the support pathway and, where relevant, the claims team.
General dissatisfaction after valid entry
A completed paid entry may have limited grounds for cancellation, subject to the applicable published terms and legal rights.
Confirmed entries
When refunds are generally not expected
Paid entries that are already confirmed for a competition and whose participation has been accepted may become non-refundable after confirmation. Exceptions can still apply in certain circumstances and where applicable legal rights allow.
This may include duplicate payment investigation, competition status changes, and support-led cancellation where the case is valid under our documented process.
Process
How Lexera reviews refund requests
Step 1: Contact support
Send your request to support@lexera.co.uk with all details from the checklist below.
Step 2: Review
We aim to review the information and related records manually where available.
Step 3: Additional information
Where needed, we may request further information to verify account ownership, payment reference, and competition context.
Step 4: Outcome
Where appropriate, we may apply cancellation remedies; where not, we explain the decision and next steps subject to applicable legal rights.
We aim to review each request and share a documented outcome. Where appropriate, additional information may be requested before a final decision.
What to include
Information to provide
- Full name
- Email used on your Lexera account
- Competition name
- Order/payment/reference details, if available
- Date and time of payment
- Description of the issue
- Supporting evidence or screenshots
Free postal entry is a no-payment competition entry route where payments are not usually required for entry itself.
Chargebacks and disputes
Bank or processor disputes
If a bank or payment-process chargeback is raised, Lexera may need to coordinate with card or processor channels to verify the transaction. Abuse, repetitive unsubstantiated claims, or fabricated evidence may lead to account restrictions.
This page does not remove any rights you may have under applicable law.
Contact
Reach Lexera
Send refund and cancellation requests to support. For prize claim-related payment concerns, also use claims@lexera.co.uk where appropriate.
Company details
Lexera legal and support contacts
- Company
- LEXERA LTD · company number 17204531
- Registered office
- 71-75 Shelton Street, Covent Garden, London, United Kingdom
- Website
- https://www.lexera.co.uk
- Contact
- office@lexera.co.uk
support@lexera.co.uk
claims@lexera.co.uk
+44 7851 885436 - Jurisdiction
- United Kingdom
- Age restriction
- 18 or over
Need help
We are ready to help
Contact support with complete details and evidence so we can review your request efficiently.