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Lotify

Refund Policy

Last updated: October 5, 2026

1. Introduction

Prixio LLC (Identification Code: 405842842) operates Lotify and is not the seller. This policy explains what happens to your money. When you pay, the bank blocks the amount on your card and does not charge it. Before capture, the hold can be cancelled or reduced. After capture, any refund comes from the seller directly. The Terms of Service, in particular Sections 4.4, 7 and 9, contain the full rules.

Nothing in this policy limits your rights under the law, including the 14-day right to withdraw where the seller is a trader, your rights over defects, and your access to the courts and to the Competition and Consumer Protection Agency.

2. Card Hold and Capture

Every purchase follows the same steps:

  • The bank blocks the amount on your card for up to 10 calendar days. The money is not charged.
  • The amount blocked is the winning bid plus any delivery charge. If the hold is cancelled, both are unblocked. If a reduced amount is captured, the rest is unblocked.
  • The seller must dispatch within 2 business days after the hold is placed. If the seller misses this deadline, the hold is cancelled and you are not charged. When you receive the item, check it, then confirm receipt or open a dispute. The seller may mark the item delivered, but delivery status is recorded by the seller and is not verified by Lotify.
  • The amount is captured when you confirm receipt, or on day 9 after the hold (216 hours) if no dispute is open, whichever comes first. This also applies if you collect in person. The seller marking the item delivered or handed over does not cause the amount to be captured. On day 9 the amount is captured even if the item has not reached you, unless a dispute is open, so if there is a problem, open a dispute before then.
  • These steps govern payment timing only. The hold is cancelled and you are not charged if the outcome of a dispute is that no amount is captured, if a dispute is still open on day 9, or if the seller's IBAN is not verified by day 9. You are also not charged if the bank cannot capture the amount or the hold lapses first.

3. Reasons to Open a Dispute

You may open a dispute before capture if:

  • Item not as described: The item significantly differs from the listing description, photos, or stated condition
  • Item not received: The item was not delivered, including where the seller marked it delivered or the tracking shows no movement
  • Damaged in transit: The item arrived damaged (keep photographs of the damage)
  • Counterfeit item: The item is a counterfeit or replica when sold as genuine
  • Withdrawal from the contract: The law gives you the right to withdraw, because the seller acts as a trader (Terms, Section 4.4)

4. Where the Dispute Procedure Does Not Help

The dispute procedure is not meant for the situations below. Your rights under the law remain in each of them.

  • Change of mind: Where the seller does not act as a trader, the no-reason withdrawal does not apply and the dispute procedure is not for a change of mind. Where the seller is a trader, by law you may withdraw from the contract within 14 calendar days (Terms, Section 4.4), and before capture you may open a dispute with the reason "Withdrawal from the contract".
  • Minor variations: Small differences that do not materially affect the item's value or functioning
  • After capture: A dispute can no longer be opened, and Lotify has no refund route in the product. You exercise your rights directly against the seller.
  • After you confirm receipt: Your confirmation leads to capture, so confirm only once you have the item and have checked it

5. Dispute Procedure

To open a dispute, follow these steps before capture:

  1. Report the problem: go to My Purchases, find the transaction, and press Report Problem. This stops capture
  2. Select a reason: choose the category that fits and write a detailed description of the problem
  3. Seller response: we ask the seller to respond within 48 hours
  4. Review: Prixio reviews the case under the seller's advance instruction. The outcome only determines whether Prixio asks the bank to capture the amount, capture a reduced amount or cancel the hold. It is not a decision on who is right and binds neither you nor the seller
  5. Outcome: if no amount is to be captured, the hold is cancelled and you are not charged. If a reduced amount is to be captured, only that amount is captured

6. Timing

Timing depends on the stage the purchase has reached:

  • Dispute: we try to finish the review before day 9. If the dispute is still open on day 9, the hold is cancelled and you are not charged
  • Cancelled hold: we ask the bank to cancel the hold. Nothing was charged, so this is not a refund
  • How quickly a cancelled hold disappears from your card depends on the bank that issued your card
  • After capture: on a withdrawal from a contract with a trader, the seller must refund you no later than 14 calendar days after receiving your notice, by the same means of payment you used, unless you agree to another means at no extra cost to you

7. Partial Amounts

A dispute may end with only a reduced amount being captured, for example:

  • If the item has minor damage not disclosed by the seller
  • If accessories or parts listed in the description are missing
  • If buyer and seller mutually agree on a reduced amount

8. Contact Us

For questions about a hold, a dispute or a refund, contact us.

You may also complain to the Competition and Consumer Protection Agency of Georgia (gcca.gov.ge) or go to the courts of Georgia.

For full contact details, visit our Contact page

Prixio LLC (Identification Code: 405842842)

Refund Policy | Lotify