Refund Policy

Last updated: 8 April 2026

1. Overview

NextFrameBase is committed to treating all users fairly. This Refund Policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and the timeframes involved.

Please read this policy carefully before making any purchases or deposits on our Platform. By using NextFrameBase, you acknowledge and agree to this Refund Policy.

2. General Principles

Due to the nature of lottery and gaming services, all ticket purchases and game entries are generally considered final and non-refundable once the transaction has been confirmed and the draw or game has taken place. This is consistent with standard industry practice and applicable Australian consumer law exemptions for gambling services.

3. When Refunds May Be Granted

Refunds may be considered in the following circumstances:

3.1 Technical Errors

• A system error or malfunction resulted in a duplicate purchase that you did not intend.
• A technical fault caused you to be charged but your entry was not recorded.
• A payment processing error resulted in an incorrect amount being debited from your account.

3.2 Cancelled or Voided Draws

• A draw or game is officially cancelled by NextFrameBase before it takes place — in this case, all entry fees for that draw will be refunded automatically.
• A draw result is voided due to a verified irregularity — affected entries will be refunded.

3.3 Unauthorised Transactions

• You can demonstrate that a transaction was made without your authorisation (e.g., your account was compromised).
• You must report unauthorised transactions within 48 hours of the transaction occurring.

3.4 Account Closure

If you close your account, any remaining balance (excluding bonus funds and promotional credits) will be returned to you via your original payment method, subject to identity verification and a minimum balance threshold of $5.00 AUD.

4. When Refunds Will NOT Be Granted

Refunds will not be issued in the following situations:

• A game or draw has already taken place and the entry did not win.
• You selected incorrect numbers, games or options through your own error.
• You changed your mind after purchasing an entry.
• Your account was suspended or closed due to a breach of our Terms of Use.
• Bonus funds, free entries, promotional credits or loyalty rewards.
• Subscription or recurring entry purchases where the draw has already occurred.
• Losses arising from your own gambling activity.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team via the Contact page or email support@nextframebase.com.
2. Provide your details: Include your full name, registered email address, account username, the transaction ID or reference number, the date and amount of the transaction, and a clear explanation of why you are requesting a refund.
3. Submit supporting evidence: If applicable, attach screenshots, bank statements or other documentation that supports your claim.
4. Wait for review: Our team will review your request and respond within the timeframes outlined below.

6. Refund Timeframes

• Acknowledgement: We will acknowledge your refund request within 2 business days.
• Review and decision: Refund requests are typically reviewed and a decision communicated within 5 to 10 business days.
• Processing: Approved refunds are processed within 5 business days of the decision.
• Bank processing: Once processed by us, it may take an additional 3 to 7 business days for the refund to appear in your account, depending on your financial institution.

Complex cases involving fraud investigation or regulatory review may take longer. We will keep you informed of any delays.

7. Refund Method

Refunds will be returned to the original payment method used for the transaction. If this is not possible (e.g., the card has expired or been cancelled), we will work with you to find an alternative method.

Refunds cannot be paid to a different person's account or to a third-party payment method.

8. Disputes

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

1. Request an escalation to our complaints officer by emailing complaints@nextframebase.com.
2. If the matter remains unresolved after 14 business days, you may contact the relevant state or territory consumer affairs or gambling regulator.
3. You may also contact your financial institution to initiate a chargeback, though we encourage resolving disputes directly with us first.

9. Australian Consumer Law

Nothing in this Refund Policy limits your rights under the Australian Consumer Law. If a service we provide fails to meet a consumer guarantee, you may be entitled to a remedy regardless of this policy.

10. Contact