The Pools Terms and Conditions
Please read these terms and conditions (the “General Terms and Conditions”) carefully before you use any section of the Website. The General Terms and Conditions tell you who we are, how we provide services to you, what we need from you in order to provide our services, how we may change the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
The General Terms and Conditions will be effective from 31 October 2018.
The following definitions are used in these General Terms and Conditions:
"Account" means an account opened by you with The Football Pools Limited on the Website;
"Data Protection Legislation" means the General Data Protection Regulation 2016 (Regulation (EU) 2016/679) together with the equivalent legislation of any other applicable jurisdiction and all other applicable laws, regulations, guidance and codes of conduct in any relevant jurisdiction relating to the processing of personal data and privacy from time to time and any laws, regulations, guidance and codes of conduct that may amend or replace any of these from time to time;
"Game Rules" means the rules for each individual game available via the Website;
"Inactive Account" means any Account in respect of which there has been no recorded transaction for a period of 12 consecutive months or more;
"Inactive Account Fee" means a monthly administrative fee of £2 or 5% of the balance of the Inactive Account (whichever is the greater);
"Services" all services, functionality, software and games made available via the Website;
"Website" means the website located at, or accessible via, the domain name www.thepools.com together with any respective page, subpage, subdomain or section thereof.
2. Agreeing to the Terms and Conditions
2.1 By using and/or visiting the Website or by opening an Account with us you agree to enter into an agreement with us as set out in the General Terms and Conditions.
2.2 In addition, where you play a game, enter into a bet or otherwise use the Services you agree to be bound by the terms and conditions applicable to such Services and those terms will also be incorporated into the General Terms and Conditions.
2.3 Please note that the terms and conditions for specific Services shall prevail in the event of any conflict between the terms and conditions applicable to such specific Services and the General Terms and Conditions.
3.1 The General Terms and Conditions are a binding legal agreement between you and The Football Pools Limited, a company registered in England and Wales (company number 10573569) with its registered office at Walton House, Charnock Road, Liverpool, L67 1AA. For further contact details please see clause 25 below.
3.2 References in the General Terms and Conditions to "us", "our" or "we" are references to The Pools Limited, and references to "you" and "your" are to you as the end user of the Website and/or the Services.
3.3The Pools Limited is licensed and regulated by the Gambling Commission (licence number: 000-048272-R-326339-003).
4. Changes to the General Terms and Conditions
4.1 The General Terms and Conditions replace any and all prior agreements between you and us in respect of the same.
4.2 We reserve the right to change the General Terms and Conditions at any time. We will publish any changes to the General Terms and Conditions on the Website and where the changes are significant we will give you advance notice (by, at our sole discretion, emailing you and/or providing a prompt on the Website and/or publishing a notice and the revised terms and conditions on the Website). Your continued use of the Website and the Services following change or notification will be deemed binding acceptance of the modification. If any such change is unacceptable to you, you should not continue to use the Website and the Services.
4.3 It is your sole responsibility to review the General Terms and Conditions, the terms and conditions applicable to any of the Services (including the Game Rules) and any amendments to them each time you use the Website and/or the Services.
5. Your use of the Website
5.1 We reserve the right to suspend, modify, remove and/or add to the Services and/or to the Website at our sole discretion with immediate effect and without notice. We will not be liable if the Website or any part of it is not available at any time or for any period.
5.2 You must not misuse the Website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to: the Website; the servers on which the Website is stored; or, any server, computer or database connected to the Website or used to provide the Services. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, we may close your Account and terminate the General Terms and Conditions pursuant to clause 15.3 below.
5.3 You agree that you will not use the Website and/or the Services in any way that may lead to the encouragement, procurement or carrying out of any criminal or unlawful activity, or cause distress, harm or inconvenience to any other person.
6. Registering and opening an Account
6.1 To use our range of Services you need to complete your registration and open an Account. You can register and open an Account by following the "Sign Up" link on the Website and following the instructions.
6.3 When you register and open your Account, you will need to create a username, provide your email address and choose a password. After opening your Account, you must keep your password secret. We recommend that you regularly change the password. We ask that you ensure your transactions are limited to one Account only.
6.4 All transactions where your username and password have been entered correctly will be regarded as valid, whether or not authorised by you, and we shall not be liable for any claims in the event that you disclose them to anyone. It is your sole responsibility to maintain the confidentiality of your password and you are responsible for all activity that occurs under your username and password. You should notify us of any unauthorised use of your password and any breach of security as soon as you become aware of it.
6.5 If you lose or forget your password please follow the ‘forgotten password’ instructions on the Website to request a replacement password.
6.6 We retain the right to void any transactions or suspend your Account where you have provided incorrect details. In such a situation, all stakes or bets made will be returned to you and any winnings accrued at such time shall be forfeited by you.
6.7 Funds will only be denominated in the Account in pounds sterling.
7. Identity Verification and Our Money Laundering Obligations
7.1 In registering your Account, depositing and/or withdrawing funds with us you warrant that:
7.1.1 the name and address you supply when registering your Account are each correct; and
7.1.2 you are the legal and beneficial owner of all monies which you may at any time deposit with us in your Account.
7.2 By agreeing to the General Terms and Conditions you authorise us to check with a third party the details you provide when registering or changing your Account details. This may include supplying the details that you have provided to authorised credit reference agencies. In particular, we may verify that you are 18 years old or over or that you are resident in the country in which you say you are a resident and/or that you are the owner of the debit card that is registered to your Account and any sums deposited in your Account. To help us combat fraud efficiently, in certain circumstances we may ask you to provide physical and/or notarised copies of your personal identification or other documents in order to verify your registration and funding details. We may from time to time repeat any of the checks set out in this clause 7.2 for regulatory, security or other business reasons.
7.3 You must be at least 18 years old to use the Website and/or the Services and to place a bet. By opening an Account you confirm that you are aged 18 or older. Underage gambling is a criminal offence.
7.4 You will not be able to withdraw winnings from your Account or otherwise receive any winnings until identity and age verification have been successfully completed. In any event, if we are not able to verify your details at any time then your Account will be suspended and no further gambling will be permitted until the relevant verification has been successfully completed.
7.5 If age verification reveals that you are not 18 years old or over then all deposits or other card transaction payments made by you will be returned to you, no winnings will be paid and your Account will be closed.
8. Country of Residence
8.1 Access to certain Services may not be legal for some or all residents of, or persons present in, certain countries. We do not intend that the Website and/or the Services be used by persons in countries in which such activities are illegal. The Website and/or the Services do not constitute an offer, solicitation or invitation by us for the use of, or registration for, betting or other services in any jurisdiction in which such activities are prohibited by law. In particular, without limitation, residents of the United States of America and its territories, the Netherlands, Australia, Turkey, Nigeria, Norway, Portugal, Hong Kong, France, Israel, Austria, Belgium, Japan, Serbia, Switzerland, UAE, Canada, Cyprus or China must not use the Website and/or the Services.
8.2 It is your responsibility to determine the law that applies in the location in which you are present. You should ensure that you are acting legally in that jurisdiction in registering as our customer and/or betting via the Website and/or using the Services.
8.3 We accept no liability if your use of the Website and/or the Services and/or placing a bet is in contravention of the law of your home country or the country in which you are present. However, if at any time we believe your use/participation is in contravention of such law, we shall be entitled to exclude you from using the Website and/or the Services as we see fit and declare void any bets placed by you, in which event no winnings will be paid in relation to such bets.
9. Deposits and Withdrawals
9.1 To deposit funds, you will need to access your Account by clicking on your name at the top of the screen. You will then need to click on the link which says "'Deposit" and will be asked to enter a deposit amount and your debit card details. Once you have made your initial deposit, your card details will be saved for future deposits and withdrawals. You will be able to register more than one debit card in respect of your Account. If you wish to change any debit cards registered to your Account then please follow the online instructions or contact our customer services team.
9.2 You can make payments into your Account using VISA or MasterCard cards including any Maestro, Electron and debit cards. We reserve the right to limit the maximum weekly amount which can be paid into your Account.
9.3 When making payments into your Account, the name and address of the cardholder must be the same as that of the account holder. To help us combat fraud efficiently, it may be necessary for us to request personal identification from you in order to verify your registration details.
9.4 We will credit your Account with your deposits and winnings. We are not a bank and we do not offer credit.
9.5 The minimum deposit is £5 and you can only place transactions up to the amount available in your Account. Funds in your Account do not bear interest and are deemed to be advance payments for intended transactions.
9.6 Monies will remain in your Account unless you submit an online request for the outstanding balance to be transferred to the debit card which you have registered with us. Details of the "Withdraw" option can be found in the “My Account” section, accessible by clicking on your name at the top of the screen.
9.7 Once you have submitted an online request, you will receive a confirmation message that the transfer has been actioned and the balance of your Account will then clear to zero or the balance of the amount not withdrawn. If you reduce the balance of your Account down to zero, to place any further entries or bets you will need to transfer a minimum deposit of £5 into your Account.
9.8 If you have used more than one card to deposit funds and have requested a withdrawal, as part of our fraud and security processes we may need to review which cards we are able to make a withdrawal payment to. In such circumstances, we may be unable to make full payment back to the requested card and will notify you of this.
9.9 Where funds are transferred they will leave us within 3 working days on which such transfer was requested and will be credited to the debit card that you have registered with us. These funds will be subject to a clearance period determined by the card issuing bank (normally 3-5 working days).
9.10 Without prejudice to any other rights or remedies available to us, we may at any time set off any positive balance in your Account against any amount owed to us by you.
9.11 You are responsible for reporting your winnings and losses if such reporting is required by your local law or tax authorities. It is your responsibility to pay any tax or levy due on any winnings paid to you by us.
9.12 Please note that all funds received from you in relation to your participation in the Services and payment of any winnings in respect of the same are held in a designated customer account (“Customer Account”) which is separate and easily identifiable from all other bank accounts used by The Football Pools Limited in connection with its daily operations. Furthermore, the funds subsisting in the Customer Account are free and clear of all encumbrances and liens and are not subject to any other form of security. This means that steps have been taken to protect customer funds but there is no absolute guarantee that all funds will be repaid. This meets the Gambling Commission’s requirements for the protection of customer funds at the level: medium protection. More information can be found at www.gamblingcommission.gov.uk/for-the-public/Your-rights/Protection-of-customer-funds.aspx
10. Bonus Offers
10.1 From time to time you may be awarded or be eligible for bonus offers (“Offers”) including our welcome Offer when you register an Account but also during your time as a registered member of our Website. Where you are eligible for an Offer you must ensure you have read and understood the terms applicable to such Offer before you opt-in or otherwise participate in that Offer.
11. Networked Progressive Jackpots
11.1 We may from time to time offer games which have networked progressive jackpots. Such games are subject to additional terms and conditions which will be provided from time to time by the supplier of such games. Where we offer access to games which have networked progressive jackpots we do not hold the jackpot fund and do not pay jackpot winners directly.
12. Making acceptance and validation of transactions
12.1 Transactions should only be made by you as the account holder. Monies will be deducted from your Account at the time of making your transaction, no matter when the result is determined. We will not charge you for any card transactions made to or from your Account, however, please be aware that some credit card companies consider betting or gaming transactions as 'cash' payments, and may charge you a cash advance fee. Please check with your card issuer for more information.
12.2 In order for a transaction made via the Website to be valid, you must receive confirmation from us that the transaction has been received. The transaction is deemed confirmed when you have received on screen confirmation and a transaction reference. You can view all transactions via the “My Account” section of the site. Once a transaction has been confirmed, it cannot be cancelled, amended or reversed.
12.3 Please check your transaction carefully before submitting it to us. You may receive a message other than the confirmation message at clause 12.2 above, stating that the transaction has not been accepted. We do not accept transactions which you attempt to make by email or other data transmission.
12.4 We reserve the right to accept or decline all, or part, of any transaction.
12.5 Despite every effort to ensure total accuracy, we do not accept responsibility for any errors or omissions in respect of information provided on the Website.
12.6 If an error is made in the prices or conditions published, we reserve the right to correct any mistakes and to settle any transactions already made at the correct price.
12.7 Where we believe that match-rigging has taken place, either as a result of the size or volume of bets received, or from other evidence, or where the integrity of an individual event is called to question, we reserve the right to withhold payment and ultimately to declare bets on that event void and we shall report the matter to the Gambling Commission and sports regulatory bodies.
12.8 Any bet accepted in error for an event that has already taken place, or where betting has been suspended, will be void.
13. Payment of Winnings
13.1 Subject to these Terms and Conditions winnings due on your transactions will be added to the balance of your Account once the relevant transaction has been settled. You may be contacted by email for winnings over £4,999.99 asking for your instructions regarding the method of payment.
13.2 The Website has maximum winnings of £250,000 per Account in any one 24-hour period, save for pool-based competitions where the jackpot is expressly stated to exceed £250,000.
13.3 Winnings will usually be paid without you needing to make a claim and will be made within 3-5 working days from settlement of the individual game to which the winnings relate. If you believe that you have not received any winnings due to you then you should notify us as soon as possible and provide evidence for your claim. No claim for winnings may be made more than six months after the date on which the relevant event took place.
14. Fraudulent Activity
15. Account Closure
15.1 Subject to clause 15.4 below, you are entitled at any time to close your Account and terminate these General Terms and Conditions on notice to us by email, telephone or post using the details on the Website. We will respond within a reasonable time. You remain responsible for activity on your Account until it is closed. You will be required to withdraw any outstanding balance in your Account (if any) on termination of these General Terms and Conditions.
15.2 Subject to clause 15.4 below, we are entitled to close your Account and terminate these General Terms and Conditions by giving notice to the email address you notified to us in relation to your Account and, following such notice, you will no longer be able to access the Services other than to withdraw any outstanding balances in your Account (if applicable).
15.3 We reserve the right at our absolute discretion, and without any obligation to provide you with a reason, to immediately terminate these General Terms and Conditions and/or withhold your Account balance and/or suspend your Account and/or close your Account and/or recover from your Account the amount of any affected pay-outs, bonuses and winnings. Examples of situations where we may take any of the above actions include, but are not limited to, where:
15.3.1 you are in breach of an important provision of these General Terms and Conditions;
15.3.2 we become aware that you have used or attempted to use the Website and/or the Services for the purposes of fraud, collusion or unlawful or improper activity;
15.3.3 we become aware through an official source that you have played at any other online gambling site or services and, in connection with the same, are suspected of fraud, collusion (including in relation to charge-backs) or unlawful or improper activity; or
15.3.4 you become bankrupt, do not make payment of a court judgment on time, make an arrangement with your creditors or any of your assets are the subject of any form of seizure, or analogous proceedings are brought in relation to you anywhere in the world.
15.4 With the exception of termination in accordance with clause 15.3 above, termination shall be effective from the date on which all outstanding bets made by you via your Account as at the date on which notice to close your Account was sent are settled and such notice of termination of these General Terms and Conditions will not affect any outstanding bets provided they are valid and not in breach of these General Terms and Conditions.
16. Responsible Gambling
16.1 Whilst you are, and shall remain, responsible for any losses you incur as a result of your use of the Website and the Services, we take our commitment to responsible gambling seriously. Further to this, if, in our reasonable opinion, you are at risk of developing a problem controlling your gambling, we reserve the right to impose deposit limits, suspend and/or close your Account.
16.2 Please see the section entitled "Responsible Gambling" on the Website for information on how to gamble responsibly, how to receive help in respect of problem gambling and our self-exclusion procedures.
17.1 If you are concerned that your gambling may be out of your control and you would like our assistance to help stop, at your request, we will prevent you from using your account for a specific period as determined by you. This period can be any period of between 6 months and 5 years, or permanently, during which time we will take reasonable steps to prevent you using your existing Account or starting any new Account.
17.2 Any Account from which you self-exclude cannot be reactivated under any circumstances until the self-excluded period has ended. After the self-excluded period has ended you may only reactivate your Account or start a new Account by contacting our customer services team on 0800 093 3013 and then only after a 24 hour waiting period has lapsed.
17.3 You recognise that self-exclusion requires a commitment by both us and you. We will take reasonable steps to exclude you from your Account and/or prevent you from re-opening your Account and/or opening any new Account(s). In return you agree not to attempt to access your Account and/or re-open your Account and/or open any new Account(s). If, notwithstanding our having implemented reasonable systems to ensure that you cannot access your Account or open a new Account whilst self-excluded, you find a way to gamble on our website or with us via telephone or post or you continue to gamble with any third party we cannot be held liable to you or any third party.
17.4 To start or discuss our self-exclusion facility please call us or send an email to email@example.com with details of all your Accounts together with the period that you wish to self-exclude for. If you do not request a specified period for self-exclusion we will apply the default period of 6 months.
17.5 If you self-exclude with us we automatically apply your self-exclusion to any account we are aware you hold with The Football Pools Limited or any member of its group. The period of self-exclusion will be the same on all sites, however, if you request self-exclusion on multiple sites and there is a discrepancy between the self-excluded periods requested on each site, we will apply the longest serving one across all our sites.
18. Inactive Accounts
18.1 Any Inactive Account may at our discretion be charged the Inactive Account Fee which (if charged) will be deducted from the Inactive Account on the date that it becomes an Inactive Account and thereafter within 5 days of the 20th day of each following calendar month, during which the Account remains an Inactive Account.
18.2 In accordance with clause 5.3 above, you should limit your transactions to one Account only. However, should we find that you have more than one Account then, without limiting any other action we may take in relation to such multiple Accounts, each such Account will be treated separately for the purposes of applying the Inactive Account Fee.
18.3 Prior to any Account becoming an Inactive Account (and any Inactive Account Fee being charged), we will send you (to the email address registered on your Account) an email to let you know that your Account is about to become an Inactive Account and that an Inactive Account Fee may apply.
18.4 Should deductions of Inactive Account Fees from an Inactive Account mean that the account incurs a negative balance, then the balance of that Inactive Account shall be deemed to be zero.
18.5 If at any time you engage in activity in respect of an Inactive Account that has been subject to the deduction of Inactive Account Fees we will reimburse you on request an amount equal to the Inactive Account Fees charged to that account up to a maximum of £30. You can request a reimbursement by using the contact details below.
19. Remote Gambling
19.1 You are betting or gaming via an electronic form of communication and consequently you acknowledge that:
19.1.1 you may be using a connection or equipment which is slower than the equipment used by others and this may affect your performance in time critical events offered via the Website; and
19.1.2 you may encounter system flaws, faults, errors or service interruption caused by unexpected flaws, faults or errors in the software, hardware or networks used to provide the Services and the Website. Where such flaws, faults or errors cause a Service to be interrupted or in circumstances where it cannot be restarted from exactly the same position without any detriment to you, we will take all reasonable steps to treat you in a fair manner.
19.2 The Services may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons reasonably beyond our control. We will not be liable to you or to any other person in the event that all or any part of the Services are discontinued, modified or changed in any way.
19.3 In the event of systems or communications errors relating to the generation of random numbers, bet settlement, match results or other element of the Services, we will not be liable to you as a result of any such errors and we reserve the right to void all bets on the draws or matches (as applicable) in question.
20. Intellectual Property
20.1 You acknowledge and agree that all copyright, trade marks and other intellectual property rights in all material or content supplied or made available by us via the Website or otherwise to you shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.
20.2 You acknowledge and agree that the material and content contained within the Website and utilised in the provision of the Services is made available by us to you for your own personal non-commercial use only. Any other use of such material and content is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit, tamper with or create derivative works of such material and content.
20.3 The names, images and logos identifying us, our partners or other third parties and our/their products and services contained on the Website are proprietary marks and may not be reproduced or otherwise used without express permission.
21. Limitations and exclusions
21.1 Nothing in these General Terms and Conditions will:
21.1.1 exclude or limit our liability for fraud or fraudulent misrepresentation or for death or personal injury resulting from our negligence; or
21.1.2 restrict your statutory rights (statutory rights include, for example, that we will provide the Website and the Services to a reasonable standard and within a reasonable time).
21.2 Except under clause 21.1 above and save in respect of any winnings lawfully due to you in accordance with these Terms and Conditions, our maximum liability to you under these General Terms and Conditions in relation to any one incident or series of related incidents is limited to the greater of: (a) any net losses incurred by you during the three (3) month period prior to any claim; or (b) two thousand pounds (£2,000).
21.3 Subject always to clause 21.1 above, we will not be responsible under these General Terms and Conditions for any loss that could not have been reasonably expected by you and us at the time you registered with the Website or at the time you entered into a transaction with us (for example, any loss of income, business or profits or any information which is lost or corrupted) and, in any event, we will not be liable for any damage or loss suffered or incurred by you as a result of:
21.3.1 any use of the Website and/or the Services in breach of these General Terms and Conditions (including any use of the Website and/or the Services for commercial or business purposes);
21.3.2 failures caused by the equipment you use to access the Website and/or the Services or failures in any network (including failures by your internet service provider);
21.3.3 any lost or delayed transactions (including as a result of technical failure);
21.3.4 damage to your computer or for any loss or corruption of data that results from your use of the Website and/or the Services (and we cannot and do not guarantee that any files that you download are free from viruses, contamination or destructive features); or
21.3.5 our cancellation or suspension of the Services in accordance with these General Terms and Conditions.
21.4 We do not guarantee which Services will be available on the Website. The Services and the Website are provided on an 'as is' and 'as available' basis. We cannot promise that the Website and the Services will be free from errors or omissions nor that they will be available uninterrupted and in a fully operating condition. We will provide the Services with the reasonable skill and care described in these General Terms and Conditions. We do not make any other promises about how the Services will be provided to you or about your access to the Website.
21.5 The Website may contain links to third party websites and services through advertising or otherwise. These links are provided for your ease of reference and convenience only. We have no control over those third party websites or services and are not responsible for their content. We do not endorse the material contained on their websites or services, and have no association with their operators. You agree that we will not be party to any transaction or contract with a third party that you may enter into and we will not be liable to you for any loss or damage which you may suffer by using those third party websites and services. You agree that you will not involve us in any dispute you may have with such third party websites and services.
21.6 We are not responsible for any events beyond our reasonable control. Such events might include war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction.
21.7 We may suspend the Website and/or the Services or any part of them if, despite making reasonable efforts to do so, we are not able to provide that part of the Services and/or Website to you as a result of events beyond our reasonable control. However, if we suspend all or any part of the Services and/or the Website because of one of these events, we may refund to you any monies that you stake where the product for which such monies were staked is not available as a result of such an event.
21.8 You agree to compensate us in respect of any damages suffered by us or any of our losses resulting from any claim made by a third party in each case in respect of any matter arising from your use of the Website and/or the Services in breach of these General Terms and Conditions or from your breach of any applicable law or regulation.
21.9 You acknowledge that our random number generator will determine the outcome of the instant win games available on the Website and you accept the outcomes of all such games. You further agree that, in the unlikely event of a disagreement between the result that appears on the software and the game server, the result that appears on the game server will prevail. You acknowledge and agree that our records will be the final authority in determining the terms and circumstances of your participation in the instant win games available on the Website.
22. Data Protection
22.1 The parties shall comply with all applicable requirements of Data Protection Legislation at all times.
23.1 We may wish to transfer our rights or obligations or sub-contract our obligations under these Terms and Conditions to another legal entity. You agree that we may do so provided that this will not adversely affect the standard of service you receive under these Terms and Conditions. In the case of transfer only, after we notify you of the date on which we will transfer our rights and obligations under these. Terms and Conditions to another legal entity, your only rights under or in connection with these Terms and Conditions will be against the new legal entity and not against us. As set out in clause 15.1 above, you may terminate your agreement with us at any time
23.2 These Terms and Conditions are personal to you. You may not transfer your rights or obligations under these Terms and Conditions to anyone else.
23.3 If you breach these Terms and Conditions and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms and Conditions.
23.4 If any part of these Terms and Conditions is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply.
23.5 These Terms and Conditions are not intended to give rights to anyone except you and us. This does not affect our right to transfer these Terms and Conditions under clause 23.1 above.
23.6 The Website, the Services and these Terms and Conditions are only available in the English language.
24. Governing Law and Jurisdiction
24.1 These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales (or the laws of Scotland or Northern Ireland if you live there).
24.2 Disputes arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales (unless you choose the jurisdiction of your home in Scotland or Northern Ireland).
25. Contacting Us and Dispute Resolution
25.1 If we need to notify you under these Terms and Conditions, we will do so by email to the email address registered to your Account.
25.2 If you need to contact us please call our customer services team on 0800 093 3013 from the UK or email us at firstname.lastname@example.org. Alternatively please write to us at The Football Pools, Walton House, 55 Charnock Road, Liverpool L67 1AA.
25.3 Any complaint that you have will be dealt with quickly and fairly as set out below.
Contact our customer services team on 0800 093 3013 from the UK or by email on email@example.com. You will need to provide your name, address, email address, contact telephone number, date of transaction and what your complaint relates to. The team will look into your complaint and examine the relevant transaction. The reference will be your email address if using that means of communication. The team will come back to you as soon as possible with a resolution. If you are not satisfied with the answer given under this Stage One, having informed us that this is the case you should proceed as below.
Stage Two – Alternative Dispute Resolution
If you remain unhappy with any resolution offered by us you agree that the matter may be referred for resolution to the Independent Betting Adjudication Service (IBAS), whose contact details are given below, and once your complaint has been submitted it will ask us to provide appropriate information. The dispute will then be placed before an independent panel of betting experts who will recommend what they believe is a fair settlement. IBAS will only deal with complaints about the bet itself and will examine disputes concerning the correct return for a bet or whether it has been correctly struck. IBAS cannot deal with complaints about service, which is a matter for our customer service team. IBAS requires that you have already had a complaint looked at by our customer services before it will adjudicate.
PO Box 62639
London, EC3P 3AS
Tel: +44 (0)20 7347 5883
Fax: + 44 (0) 20 7347 5882
Alternatively you can raise your complaint using the Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/