Refund Policy

Version 2.3 · Last updated 3 September 2026

1. Before your attempt

Entries are fully refundable up until the moment the entrant tees off on the competition hole. The quickest way to request a pre-shot refund is in the app: sign in, open My Play → Entries and choose Request refund next to the entry. You can also email hello@chasetheacegolf.co.uk from the email used at entry, quoting your entry reference. We review every request and reply within 3 business days; approved refunds are returned to the original payment method and usually appear within 3–5 business days.

1.1 Your 14-day statutory cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an unused entry within 14 days of purchase for a full refund, no reason required. That right ends once you take your tee shot, because you have asked us to perform the service in full and it has been performed. Refunds under this right are made within 14 days of you telling us you wish to cancel.

2. After your attempt

Once a tee shot has been taken on the competition hole, the entry has been used and is non-refundable, except where section 4 (technical failures) applies.

3. Competition cancellation

If a competition is cancelled, suspended or otherwise made unavailable before an entrant takes their shot, the entry fee is refunded in full automatically within 3 business days. No action is required from the entrant.

3.1 Duplicate payments

Our terms allow one paid entry per competition per calendar day. If the same entrant is charged more than once for the same competition in error — for example a retried checkout — the duplicate entries are refunded in full, provided they are unplayed. You do not need to prove the charge was accidental. Request it in the app under My Play → Entries, or email hello@chasetheacegolf.co.uk quoting either entry reference. Where we identify a duplicate ourselves we will refund it without waiting for a request.

4. Pre-paid passes and society day packs

Individual, unredeemed advance passes can be refunded through the standard refund request flow above if the challenge is cancelled, or where our 14-day statutory cooling-off right in section 1.1 applies.

Society, company and charity day codes are non-refundable once the day has been booked, except where we or the partner club cancel the challenge or the booked day.

Where a fully unused pack is cancelled with at least 14 days' notice before the booked event date, we may, at our discretion, review the booking for a credit towards a future date instead of a refund.

Once a pass has been activated at the hole, it follows the standard entry refund rules in sections 1 and 2 above.

5. Technical failures

If an entrant pays but cannot complete their attempt due to a verified technical failure on our side (for example, camera outage on the competition hole or QR/payment confirmation failure), the entry fee is refunded in full.

If the cameras or other verification technology fail, are offline, or do not capture a usable recording:

• entries purchased but not yet played are refunded in full;
• any entry played during the unrecorded period is refunded in full even though the tee shot has been taken; and
• because a claim cannot be independently verified without usable footage, no prize is payable for that period — the full refund is the entrant's remedy.

The same clause appears in our Terms & Conditions, Official Rules and Prize Verification Policy.

5.1 Prize payment deadline

Prizes are paid in GBP to the verified winner's own UK bank account, typically within 7 business days of verification and completion of identity checks, and in any event no later than 60 days from the date the claim is verified. Where a winner delays identity or AML checks, or supplies incorrect bank details, the 60-day period is paused until the required information is received.

6. Free postal entries

Free postal entries made under the Free Entry route carry no fee, so no refund arises.

7. Statutory rights

This policy does not affect your statutory consumer rights under UK law.

8. How to request

Use My Play → Entries → Request refund in the app, or email hello@chasetheacegolf.co.uk from the entry email address, including your entry reference and the reason for your refund request. You can track the status of an in-app request on the same entry, and we email you when a decision is made.