This Refund Policy explains how remaining balances, service fees, and vendor refunds are handled for Ludo wallets, cards, wristbands, and apps. It should be read with the Terms of Service.
1. Remaining balances
Funds loaded to a Ludo wallet are prepaid, closed-loop credits for use at the relevant event. Remaining balances are returned through the event redemption process where the end user completes that process within the refund window notified for the event.
2. Original payment method
Where possible, remaining balances are returned to the original payment method. If that method cannot receive the return, including some cash loads or closed payment instruments, we may require a verified alternative method in the end user's own name or another event-specific method notified before purchase.
3. Refund windows
Refund windows are set for each event. After the refund window closes, remaining credits may expire and wallet accounts may be closed. Expired value is handled in accordance with applicable unclaimed money laws.
4. Vendor refunds
Vendors remain responsible for refunds for goods or services they sell, except where law or a signed agreement states otherwise. Ludo may assist with transaction lookup, wallet tracing, and technical support.
5. Service fees
Service fees are refunded only where required by law, including under the Australian Consumer Law, or where we decide a fee was charged in error. To request review of a service fee, contact gday@ludo.computer.
6. Failed returns
We are not responsible for delay or failure caused by incorrect details, a receiving institution failing to process a return, or a payment method no longer being available. We will use reasonable endeavours to re-attempt failed returns during the refund window.