Complaints Policy
If something went wrong, we want to hear about it and fix it. This is how complaints work at Pullfox. It's part of our Terms of Use.
1. How to complain
Email hello@pullfox.com from the email on your account, with "Complaint" in the subject. Please include:
- 1.1your username or account email;
- 1.2what happened and when;
- 1.3any reference: an order, a draw ticket, a delivery or a withdrawal;
- 1.4screenshots or photos if you have them;
- 1.5what you'd like us to do.
Please raise a complaint within 6 months of what happened, so we can still investigate it fully. Complaining is free.
2. What happens next
- 2.1We confirm we've received your complaint within 7 days, with the name of the person handling it.
- 2.2We investigate using our records: every purchase, draw ticket, sell-back, delivery, deposit and withdrawal is logged. We may ask you for more details.
- 2.3We send our final answer within 30 days. If a case is complex (for example, it involves the carrier or our card partner), we'll tell you why and answer within 60 days.
- 2.4If you're not happy with the answer, reply and ask for a review. A senior member of the team who wasn't involved will look at it again and answer within 14 days.
3. If we got it wrong
We'll put it right. That can mean a refund, correcting your balance, replacing a card, or crediting its value and any shipping. We'll explain what we did and why.
4. If you're still not satisfied
- 4.1You can take the dispute further as set out in the Complaints and disputes section of our Terms: individual arbitration, or small claims court.
- 4.2You can also contact your state's consumer protection office or attorney general.
- 4.3For a payment issue, you can contact Breeze, our payment provider. Please talk to us before filing a chargeback, because a chargeback can freeze your account while it's reviewed.
5. Things we can't change through a complaint
- 5.1The card you pulled: draws happen when you pay, against the chances shown, and each comes with a ticket you can check on the Fair play page.
- 5.2A card's market value at a given moment.
If you think a draw was wrong, a complaint is the right place to say so, and we'll check it against the ticket.
6. How we treat you
Complaining never affects how we treat your account. We keep complaints and our answers for 3 years to spot patterns and improve. We do expect courtesy towards our team; see our Terms.
Version history: 1.0, October 29, 2026, first published.