FAQs

Q: Are Jambala competitions legal in the UK?
A: Yes. We run prize competitions that meet UK rules (they are not unlawful lotteries). Each competition’s product page shows the rules, the free-entry route where required, eligibility, and how the draw works. If a competition required a different regulatory status, we would not run it. (We follow Gambling Commission and ASA guidance on prize competitions.)

Q: If I win, how will I be contacted?
A: We contact winners via the email and/or phone number used to enter. We also announce the winning tickets and winners details (name/initials or as permitted by the winner’s privacy choice) publicly on the website. If we can’t reach a winner within the published claim window, we follow the process stated in the T&Cs (recontact attempts, time allowed, and any alternates). The T&Cs are binding and available on our site.

Q: Are prizes guaranteed to be awarded?
A: Every competition has a clearly stated draw date and time shown on the competition page. That draw will take place as scheduled, whether or not all tickets are sold.

We do not delay, roll over, or cancel draws due to ticket sales.

Q: What are my odds of winning?
A: Your odds = (tickets you hold) ÷ (tickets sold for that competition). We show live ticket counts and the maximum ticket number on every product page — always check before you buy.

Q: What payment methods can I use?
A: You can pay by card via Shopify Payments or pay-by-bank via Wallid (pay-by-bank is instant, has no chargebacks). Both methods comply with UK payment regulations and Strong Customer Authentication (SCA) where required. All payments are processed securely through PCI-compliant gateways.

Q: What if I prefer cash to the physical prize?
A: Where a cash alternative is available we list the full cash value and the timeframe for the winner’s decision. This option is clearly shown on the product page. If a cash alternative is chosen, payment will be made via Bank Transfer only to a bank account in the same name as the winner only. 

Q: What’s included with a prize (delivery, taxes, extras)?
A: Each product page shows exactly what we cover (e.g., delivery, VAT where applicable). If there are optional costs (insurance, customisation, registration) those are listed plainly.

Q: What happens if the advertised prize is unavailable?
A: We never advertise an unavailable prize. If unforeseen issues arise we will offer an equal-or-better alternative or the stated cash alternative — always following the published T&Cs.

Q: Can I get a refund?
A: Ticket purchases are final (this is industry standard). If an event is cancelled by us without awarding a prize, refunds or alternatives will be offered per the T&Cs.

Q: Is postal/phone entry available?
A: Where available, postal entry instructions are provided on the product page and meet regulatory requirements.

Q: How is the winner selected?
Winners are selected fairly and transparently using our draw system, as described on each competition page.

• Draws are conducted at the published time

• The winning ticket number is generated at draw time

• Results are recorded and published publicly

Where a draw is broadcast live, a recording is made available after the draw.

Q: How do I know this is fair?

We design our competitions so that:

• ticket limits are visible before purchase

• ticket numbers are allocated automatically

• the draw process is documented and verifiable

We do not change rules mid-competition, regenerate results, or “rerun” draws.

Q: How does the free postal entry work for Instant Win competitions?
A: For Instant Win competitions, postal entrants receive a ticket number drawn from the same pool used by paid entrants. Postal entries and paid entries therefore have an equal chance of winning each available prize. Where We can confirm an Instant Win result for the assigned ticket number at the time We process Your postal entry, We will notify You of the result within seven (7) business days by email or phone using the contact details supplied on the postcard. Full postal entry rules are on the Postal Entry page.

Q: Can I set a monthly spend limit on my account?
A: Account-level spend controls (including a player-set monthly spend limit and self-exclusion tools) are being rolled out as part of Our commitments under the DCMS Voluntary Code of Good Practice for Prize Draw Operators. In the meantime, You can request a manual restriction or closure of Your account by emailing hello@jambala.co.uk and We will action it promptly. See Responsible Playing for available support services.

Q: What happens if a competition does not sell all of its tickets?
A: We do not cancel competitions or change the draw date because of low ticket sales. We will not substitute a prize with one of lower advertised value due to low ticket sales. Where the advertised prize becomes unavailable for reasons outside Our control, We will offer an equal-or-better alternative or the stated cash alternative. See Our Terms & Conditions for the Prize Integrity commitments.