1) What about my refunds from my entries last week?
- PPP has recently issued regulations that specify all costs for entries outside the competition window should now be refunded. Although customers were never charged the £1 entry rate up until now the 10/12p standard text message rate has not been refunded.
2) I have entered a comp which costs £1 but you are only offering me 10/12p, why?
- As the competition was closed when you entered you would not have been charged the £1 rate. You do, however, get charged for a standard text message which is 10/12p depending on your mobile supplier; this is the cost that we are refunding you.
3) Why can’t I choose which charity I want to donate to?
- Any money that you donate will be paid to the Charities Aid Foundation (www.cafonline.org) and will be distributed by them in accordance with ITV’s charitable giving policy
4) I sent a message to AQA (or another service) but I got a reply from ITV about refunds. I don’t understand?
- The ‘Any Questions Answered’ service has a very similar short code to some of the ITV competitions short code so it may be that you texted your message to the wrong number which is why you received a text from ITV about refunds. If you want to obtain a refund for this text you are free to use this service.
5) My records say I have claimed my refunds but I have not received my cheque, where is it?
- I am sorry to hear that there has been a problem and would like to apologise for the inconvenience. We will look into your problem and someone will get back to you as soon as possible to let you know how we will resolve this for you.
6) How much has this message cost me?
- The refund message is free and does not cost the viewer anything.
7) Why am I now being directed to Customer Care rather than being able to claim my refund?
- We redirect customers to our customer service team after 5 entries to a closed competition so we can help ascertain if there is a problem or reason why you are repeatedly entering a closed competition.
8) How long will it take to get my refund?
- Refund requests are processed once a week and you should receive you cheque within 28 days after that
9) How will I get my refund?
- Refunds will be sent via cheque to the address that you have provided
10) What if I don’t have easy access to the internet?
- If you do not have easy access to the internet then you can phone the customer care number on the text you received and they will enter your details on your behalf to claim your refund.
11) Why can’t you stop me being charged in the first place?
- As the competition number you entered with is a premium rate number it cannot be a free charge. Although you do not get charged the £1 entry free for the competition once the competition is closed you still get charged the premium rate price which is 10p or 12p, depending on your mobile network. This is why we are offering this refund service.
