Refunds
Understand how refunds work on SnapDraw, who can issue them, and what to expect.
How-to Video & Instructions
A video walkthrough will be available here soon. Please follow the steps below for guidance. For questions, reach out via the app or Contact Us page.
1. Review the refund policy
Refund eligibility depends on the raffle and circumstances. See our Terms (Refunds Policy) for the detailed framework.
2. Who issues refunds?
In most cases, refunds are issued by the raffle host (organizer). SnapDraw uses Stripe Connect with direct charges, so ticket payments are processed on the host’s connected Stripe account.
Because the charge sits on the host’s Stripe account, the host can issue refunds via Stripe (and in some cases SnapDraw support may assist to resolve disputes or platform issues).
3. How to request a refund
Start by contacting the host/organizer (their contact email is typically available on raffle materials and purchase communications). Include your raffle code/name, the email you used to purchase, and your payment intent (found on your receipt).
If you can’t reach the host or you believe there’s a platform/payment error, contact SnapDraw support via the app or email admin@snapdraw.com.au.
4. What happens after approval?
Once a refund is issued in Stripe, Stripe processes the refund back to the original payment method. SnapDraw will update the ticket status and mark the refunded tickets as Refunded (refunded tickets are not eligible to win).
Refund timing varies by bank/card provider. Some refunds appear quickly; others can take several business days.