Payments and refunds

What a coin is worth

Cash coins are pegged at ten to the pound, in both directions and with no spread. Five pounds buys fifty coins; one hundred coins withdraws as ten pounds.

The rate does not move, and it is the same rate going out as coming in. Nobody should have to work out what their balance is worth.

Play coins are worth nothing. They enter free contests only, they cannot be withdrawn, and they cannot be converted into cash coins. The two are separate currencies and our ledger refuses any transaction that spans them.

Buying coins

Cash coins are bought on the web, through our payment processor. They are never bought through app-store billing.

Play coins are bought inside the apps, through Apple’s or Google’s billing, and never anywhere else.

That split is not a preference. Apple and Google require their own billing for digital content and forbid it for real-money contests, so a bundle can only ever use one of the two, and which one is a constraint in our database rather than a convention someone has to remember.

Refunds on a purchase

Coins are digital content supplied immediately, so the usual fourteen-day cancellation right ends once the purchase completes and the coins land in your wallet. You are told this at checkout before you pay.

If a purchase was charged twice, charged and not delivered, or made without your authority, tell us and we will put it right. Duplicate charges are usually a retry that did not register: every money operation carries an idempotency key, so a repeated attempt resolves to the first one’s result rather than paying twice, and where that failed we can see it in the ledger.

Play coin purchases made through Apple or Google are refunded by Apple or Google under their own policies. We cannot reverse a charge we did not take.

Refunds on a contest

A contest that cannot be completed is voided. Every entry fee is returned in full, and no fee is retained. A voided contest earns FLIP nothing.

A contest that finished is not refundable on the basis of the result. Losing is not a fault.

If you believe a contest was decided wrongly, ask us to review it. We keep a full record of every contest, so the review is based on what actually happened rather than two accounts of it.

Withdrawing

Withdrawals are made on the web, to the payment method you used to deposit where that is possible.

A request moves through the following stages, and the app shows you which one it is at:

• Requested: we have received it.
• Identity check: carried out before your first payout, and sometimes again later.
• Manual review: a person looks at larger withdrawals before release. This usually takes under a day.
• Approved, then sent, then confirmed: the money is on its way, and then it has arrived.

The identity check

Before we send money to you for the first time, we have to verify who you are. You will be prompted after you submit your first withdrawal.

This is a legal requirement rather than a preference, and it applies whatever the amount. A withdrawal cannot be released until it passes.

What the check collects and how long it is kept is described in our privacy policy.

When something goes wrong

If a withdrawal has not arrived within five working days of being marked sent, contact us with the date and the amount and we will trace it.

If your account is closed with a cash coin balance still in it, that balance remains yours and can be withdrawn, subject to the same checks.