Legal

1. Membership and Competition

1.1 Membership Eligibility and Terms

1. Age Requirement
   • Membership of Aurora Club Limited is strictly limited to individuals who are 18 years of age or older.
   • By applying for membership, you confirm that you meet this age requirement and that you are legally permitted to enter into a binding contract.
2. Membership Duration
   • Membership is for a fixed period of twelve (12) months, commencing on the official go live date.
   • Membership does not automatically renew at the end of the term. Members wishing to continue must reapply.
3. Membership Fees and Payment Terms
   • The discounted annual membership fee is £250, payable in full at the time of joining.
   • Alternatively, members may opt to pay in 12 equal monthly instalments of £30, which shall be collected via direct debit over the membership term.
   • Members choosing the monthly instalment option remain contractually liable for all 12 payments, regardless of circumstances.
   • If a direct debit payment fails or is reversed, we will contact the member to rectify the issue within 7 days. Failure to resolve payment issues may result in membership suspension and cancellation of competition entries and legal action.
4. Cancellation and Refunds
   • Membership is non-cancellable and non-refundable during the agreed twelve (12) month term after the go live date.
   • Once a member has entered into the membership agreement and made payment, whether in full or via instalments, they shall be contractually bound for the full term, with no option for early cancellation, termination, or refund.
   • Membership fees are non-transferable and cannot be deferred to a later date.
5. Membership Suspension or Termination by Aurora Club Limited
   • Aurora Club Limited reserves the right to suspend or terminate a membership if a member:
     a. Fails to comply with these Terms & Conditions.
     b. Engages in behaviour that is fraudulent, misleading, abusive, or unethical.
     c. Attempts to manipulate or unfairly gain an advantage in any competition.
     d. Provides false, misleading, or incomplete registration details.
     e. Allows another person to use their membership or competition entries.
   • In the event of termination due to misconduct, membership fees will not be refunded, and the member will forfeit all benefits, including competition entries.
6. General Provisions
   • By enrolling in Aurora Club, members acknowledge and agree to these Terms & Conditions in full.
   • Membership is personal and cannot be transferred, assigned, or sold to another individual.
   • Any changes to membership terms, including fees, will be communicated in advance. However, changes will only apply to future memberships, not existing contracts.
   • Aurora Club Limited promotes responsible participation in its competitions.While entry into competitions is a benefit of membership and requires a skill-based submission, we encourage all members to join the club within their personal and financialmeans.
   • If you feel that joining the Aurora Club and participation in the draws is affecting your well-being, we recommend seeking guidance from organisations such as GambleAware (www.begambleaware.org).
   • Aurora Club Limited reserves the right to limit or restrict participation for members displaying problematic behaviour related to excessive competition entry or financial risk.

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1.2 Competition Entry

1. Operator
   • The competition is operated by Aurora Club Limited, address, 1 Park Road, Hampton Wick, Kingston Upon Thames, Surrey, England, KT1 4AS. Our official contact details are also available on our website.
2. Eligibility for Entry
   • Entrants must be current members of Aurora Club Limited and over 18 years of age at the time of membership registration.
   • Employees of Aurora Club Limited, its affiliated companies, and individuals directly connected with the competition (e.g., suppliers, partners, and family members of staff) are not eligible to enter.
3. Skill-Based Entry Requirement
   • All members may enter the competition by selecting an answer to a skill-based question at no additional cost beyond their membership fee.
   • Only correct answers to the skill-based question will qualify for the final prize draw.
4. Entry Submission and Confirmation
   • Entry is only confirmed once Aurora Club Limited has issued an acknowledgment of receipt.
   • We are not responsible for incomplete, delayed, damaged, or lost entries, regardless of the cause.
   • Entrants must ensure their details (name, email, and contact information) are correct at the time of submission.
5. Entry Limitations
   • Each member is permitted only one (1) entry per live competition.
   • Multiple entries from the same individual for the same competition will be disqualified.
6. Automatic Cancellation of Entries
   • If a member is paying via monthly direct debit and any payment is declined, charged back, or reversed, their already submitted entry to competition that remain open and opportunity to enter future competition will be automatically cancelled.
   • Entries to already submitted entry to competition that remain open and opportunity to enter future competition cannot be reinstated until outstanding payments are resolved.
7. Competition Closing Dates
   • Each competition closes on the date specified on our website. Late entries will not be considered.
8. Changes, Cancellations, or Postponements
   • Aurora Club Limited reserves the right to:
   • a. Cancel or amend a competition due to unforeseen circumstances.
   • b. Substitute a prize with one of equal or greater value if necessary.
9. Membership Payments and Competition Access
   • Membership payment is taken at the time you join.
   • If a competition is postponed or rescheduled, members will be notified in advance, and their entries will be carried forward.

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2. Prizes

2.1 Prize Allocation

1. Winner Selection Process
   • The winner(s) will be selected at random within ten (10) days following the competition closing date from all eligible entries that have correctly answered the skill-based question.
   • The draw will be conducted using a third-party random number generator (e.g., RandomDraws.com) to ensure fairness and transparency.
   • Certificates of each draw are available upon request.
2. Notification of Winners
   • Winners will be notified via email using the contact details provided at the time of registration.
   • It is the entrant’s responsibility to ensure that their contact details are correct and up to date.
   • If Aurora Club Limited is unable to contact a winner within 14 days, the prize may be forfeited, and an alternative winner may be selected.
3. Prize Delivery and Collection
   • Prizes will be dispatched to the postal address provided by the winner within 30 days after the competition closes or made available for collection if applicable.
   • Aurora Club Limited will not be responsible for any incorrect addresses or delivery failures caused by inaccurate information provided by the winner.
   • If a prize is returned as undeliverable, or the winner does not arrange collection within 28 days, the winner will forfeit their prize, and an alternative winner may be selected.
4. Prize Descriptions and Substitutions
   • The prizes awarded shall be those specified on our website at the time of entry.
   • Aurora Club Limited reserves the right to substitute any prize with another of equal or greater value if the original prize becomes unavailable.
   • Prize images on the website are for illustration purposes only, and the actual prize may vary slightly in brand, model, or appearance.
5. No Cash Alternatives
   • Cash alternatives will not be offered for any prize, except where explicitly stated.
   • Prizes are non-transferable and may not be exchanged or sold.
6. Delivery Timeframes and Responsibilities
   • While we will endeavour to dispatch prizes in a timely manner, we do not guarantee delivery within a specific timeframe due to potential delays from suppliers, couriers, or customs authorities.
   • Once dispatched, Aurora Club Limited is not liable for any loss, theft, or damage to the prize in transit.
7. Winners Outside the UK
   • Winners residing outside the UK are responsible for any applicable taxes, customs duties, or import fees associated with their prize.
   • Any international shipping costs not covered by Aurora Club Limited will be communicated to the winner before dispatch.
   • If the prize is restricted in the winner’s country, Aurora Club Limited reserves the right to substitute it with an alternative prize of similar value.
8. Luxury and Limited-Edition Prizes
   • Certain luxury prizes may be difficult to source as new items due to limited retail availability.
   • In such instances, Aurora Club Limited may procure pre-owned, authenticated items in excellent condition from trusted sources.
   • All pre-owned luxury items will be fully vetted for authenticity before being offered as prizes.
9. Warranties and Guarantees
   • Prizes are provided on an ‘as is’ basis, with no additional warranties or guarantees from Aurora Club Limited, unless explicitly stated.
   • Any manufacturer warranties provided with the prize will be passed on to the winner, where applicable.
   • Aurora Club Limited shall not be held liable for any faults, defects, or performance issues with the prize once it has been delivered.

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3. Winners and Verification

3.1 Selection and Verification of Winners

1. Winner Selection Process
   • Winners are selected through a random draw using an independent third-party random number generator (e.g., RandomDraws.com) within ten (10) days after the competition closing date.
   • The draw is conducted fairly and transparently, and records are maintained for verification purposes.
   • If a skill-based question is required for entry, only entrants who have answered correctly will be included in the draw.
2. Winner Notification
   • Winners will be notified via email using the contact details provided at registration.
   • It is the entrant’s responsibility to ensure that their contact details are correct and up to date.
   • If Aurora Club Limited is unable to contact a winner within 14 days, the prize may be forfeited, and an alternative winner may be selected.
   • If the winner does not respond within 14 days, the winner will be deemed to have forfeited the prize, and a new winner will be drawn.
3. Identity Verification and Eligibility Checks
   • To claim a prize, winners must provide:
     a. Valid photographic identification (passport or driver’s licence) to confirm their age and identity.
     b. Proof of address if required.
     c. Confirmation that the debit/credit card used for membership payment belongs to them.
   • If the membership was purchased using a third party’s payment details, the winner must provide written authorisation from the cardholder before receiving the prize.
   • Failure to provide the required verification documents within 10 days of the request or being under 18 at the time they joined may result in disqualification and selection of an alternative winner.
4. Fraud Prevention and Verification Checks
   • Aurora Club Limited reserves the right to conduct additional verification checks to prevent fraud, duplicate entries, or rule violations.
   • Entries suspected of being fraudulent, duplicate, or in breach of the Terms & Conditions will be disqualified without notice.
   • If a winner is found to have provided false, misleading, or incomplete information, they will be disqualified and will forfeit the prize.
5. Acceptance of Prizes
   • Once a winner has been contacted and verified, they must confirm acceptance of the prize within ten (10) days.
   • If a winner refuses or does not accept the prize within this timeframe, they will be deemed to have forfeited their claim, and a new winner may be selected.
   • Once accepted, prize collection/delivery arrangements will be made.
6. Winner Publicity and Consent
   • By accepting a prize, winners agree to participate in reasonable promotional activities, including:
     a. Photographs, videos, and testimonials that may be published on Aurora Club Limited’s website and social media platforms (including but not limited to Facebook, Instagram, and YouTube).
     b. The use of their name and/or social media handle in marketing materials.
   • If you object to any or all of your photograph, video, name, social media handle or location being published or made available, please contact Aurora Club Limited at contact@auroraclub.co.uk. In such circumstances, Aurora Club Limited must still provide the information about winners to the Advertising Standards Authority on request.
   • All content obtained from winners remains the property of Aurora Club Limited and may be used for promotional purposes without further consent.
   • Aurora Club Limited is not liable for any claims or disputes arising from the publication of winner content.
7. Forfeiture of Prizes
   • Winners will forfeit their prize if:
     a. They fail to respond to the notification email within 14 days.
     b. They fail to provide the required verification documents within 10 days.
     c. They are found to have breached the Terms & Conditions.
     d. They decline or refuse to accept the prize.
     e. The prize is returned undelivered and collection is not arranged within 28 days.
8. Winner Responsibility
   • Winners are responsible for providing accurate information and ensuring that they can receive the prize.
   • Any taxes, customs duties, or legal obligations associated with winning a prize are the sole responsibility of the winner.

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4. Liability

4.1 Limitation of Liability

1. General Liability Disclaimer
   • Aurora Club Limited, including its directors, employees, agents, and affiliates, shall not be held liable for any losses, damages, costs, or expenses incurred by a member or competition entrant, except where liability cannot be legally excluded under UK law.
2. Exclusions of Liability
   • Aurora Club Limited shall not be liable for:
     a. Any loss of opportunity, anticipated savings, business profits, revenue, contracts, or goodwill resulting from participation in a competition or membership.
     b. Any indirect, consequential, or incidental damages arising from or in connection with the use of our services.
     c. Any inaccuracies, errors, or omissions in the descriptions of prizes or competition information.
     d. Any failure to perform obligations due to force majeure events, including but not limited to natural disasters, strikes, supply chain disruptions, or governmental restrictions.
     e. Any disruption, delay, technical failure, or security breach affecting our website, payment processing systems, or competition entry mechanisms.
     f. Any fraudulent, unauthorized, or unlawful activity carried out by third parties, including phishing attempts, hacking, or misuse of member accounts.
3. Website and System Failures
   • Aurora Club Limited does not guarantee that its website, competition entry systems, or payment processing facilities will be uninterrupted, error-free, or free from malware.
   • Members are responsible for ensuring their internet connection and device security when accessing our services.
4. Disqualification and Refund Exclusion
   • If a member is disqualified from a competition due to breach of Terms & Conditions, they shall not be entitled to any refund of membership fees or compensation.
   • If a winner forfeits a prize due to failure to comply with verification procedures, they will not be entitled to an alternative prize or compensation.
5. Third-Party Services
   • Our website may contain links to third-party websites, payment services, or advertisements. We do not endorse or accept liability for any third-party services, content, or transactions.
   • Members engaging with third-party services do so at their own risk, and Aurora Club Limited shall not be responsible for any loss or damage resulting from such interactions.
6. Consumer Rights and Non-Excludable Liability
   • Nothing in these Terms & Conditions shall exclude or limit:
     a. Liability for death or personal injury caused by negligence.
     b. Liability for fraud or fraudulent misrepresentation.
     c. Any consumer rights under the Consumer Rights Act 2015 that cannot legally be waived.
7. Member’s Responsibility
   • Members acknowledge that in competitions and accept prizes at their own risk.
   • Members shall be responsible for ensuring they comply with local tax laws and import regulations when claiming prizes.
8. Liability for Membership Payments
   • If a member chooses the monthly payment option, they are contractually bound to complete all 12 instalments and are liable for the full membership fee.
   • Failure to make payments may result in membership suspension, legal action, or debt recovery proceedings.
9. Indemnification
   • Members agree to indemnify and hold harmless Aurora Club Limited against any claims, losses, or damages arising from:
     a. Breach of these Terms & Conditions.
     b. Misuse of membership privileges or competition entries.
     c. Failure to comply with laws or regulations applicable to participation.
10. Amendments to Liability Terms

• Aurora Club Limited reserves the right to update or modify these liability terms at any time.
• Any amendments will apply only to future memberships and competitions and will not affect existing agreements.

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5. General Provisions

5.1 General Terms and Conditions

1. Finality of Decisions
   • All decisions made by Aurora Club Limited in relation to membership, competitions, prize allocation, winner selection, and enforcement of these Terms & Conditions are final and binding.
   • No correspondence, appeals, or discussions regarding these decisions will be entertained.
2. Modification of Terms
   • Aurora Club Limited reserves the right to modify, amend, or update these Terms & Conditions at any time.
   • Any changes will be published on the website, and continued participation in the membership or competitions will be considered acceptance of the revised terms.
3. No Waiver of Rights
   • Failure by Aurora Club Limited to enforce any provision of these Terms & Conditions shall not constitute a waiver of our rights to enforce that provision in the future.
4. Contractual Relationship
   • Nothing in these Terms & Conditions shall be construed as creating any partnership, joint venture, employment, or agency relationship between members and Aurora Club Limited.
   • All parties remain independent contractors, and members have no authority to bind Aurora Club Limited in any manner.
5. Third-Party Rights
   • No third party shall have any rights to enforce these Terms & Conditions, except as explicitly stated within the contract under the Contracts (Rights of Third Parties) Act 1999.
6. Force Majeure (Unforeseen Circumstances)
   • Aurora Club Limited shall not be liable for delays, interruptions, or failures in performance due to circumstances beyond our reasonable control, including but not limited to:
     a. Acts of God (e.g., earthquakes, floods, or natural disasters).
     b. Government actions or legal restrictions.
     c. Supply chain disruptions affecting prize availability.
     d. Cybersecurity breaches or internet outages affecting website accessibility.
     e. Labour strikes, pandemics, or civil unrest.
   • If a force majeure event prevents competition operation, we reserve the right to postpone or cancel competitions without liability.
7. Notices and Communications
   • Any official notices related to membership, payments, or competition participation will be sent via email to the most recent email address provided by the entrant.
   • It is the member’s responsibility to keep their contact details up to date.
8. Severability Clause
   • If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
   • The invalid provision shall be replaced with a legally valid and enforceable term that most closely reflects the original intention.
9. Governing Law and Jurisdiction
   • These Terms & Conditions shall be governed by and construed in accordance with English law.
   • Any disputes arising from these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.
   • If you are a consumer in the European Union, you may benefit from mandatory consumer protection laws applicable in your country of residence.
   • You may also have access to the EU Online Dispute Resolution (ODR) platform for contractual disputes.
10. Cooling-Off Period Exclusion

• Under UK consumer law, digital leisure services with immediate access are exempt from the 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• After the official go live date, you acknowledge that your service starts immediately, and you waive your right to cancel within 14 days.

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6. Website and Acceptable Use Policy

6.1 Introduction

1. Ownership and Operation
   • This website (www.auroraclub.co.uk) is owned and operated by Aurora Club Limited.
   • Our official contact details are available at the end of this document.
2. Acceptance of Website Terms
   • By accessing or using this website, you agree to be bound by these Terms & Conditions.
   • These terms supersede any previous versions and may be updated periodically.
   • It is your responsibility to review and ensure compliance with the latest version.
3. Separate Terms for Membership and Competitions
   • These website terms apply to the general use of our website.
   • Separate terms govern membership, competition entry, and prize allocation.
4. Definition of ‘Consumer’
   • References to “Consumer” in these terms mean an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.

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6.2 Changes to Website Terms

1. Right to Amend Terms
   • Aurora Club Limited reserves the right to modify, amend, or update these terms at any time.
   • Any changes will be published on the website, and continued use of the website constitutes acceptance of the revised terms.
2. Notification of Changes
   • Where legally required, we will notify users of significant changes via email or website announcements.

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6.3 Acceptable Use Policy

6.3.1 Prohibited Activities

Aurora Club Limited expects all members and website visitors to engage in respectful and lawful communication across its digital platforms.Users must not engage in any of the following activities when using the website:

1. Unlawful Conduct
   • Breaching any applicable laws, regulations, or codes of conduct.
   • Infringing on the intellectual property rights or other legal rights of third parties.
2. Misuse of Website Content
   • Copying, distributing, modifying, or exploiting website content without permission.
   • Using website content for competitive or commercial purposes without prior written consent.
3. Unauthorised Promotions or Advertising
   • Selling, advertising, or promoting third-party content unless expressly authorised by Aurora Club Limited.
   • Sending spam, junk mail, pyramid schemes, or fraudulent communications.
4. Disruptive or Malicious Activity
   • Introducing viruses, worms, trojans, or other malicious software.
   • Engaging in activities that disrupt website functionality or interfere with other users’ experience.
   • Attempting to gain unauthorised access to restricted sections of the website or related systems.
5. Automated Access and Data Scraping
   • Using automated systems (excluding public search engines) to interact with the website, including scraping, harvesting, or indexing content.
6. Encouraging or Assisting Violations
   • Assisting others in engaging in any of the above prohibited activities.
   • Engage in harassment, hate speech, or defamatory remarks.
   • Post false claims, misinformation, or misleading reviews about Aurora Club Limited.
   • Use public forums to abuse, threaten, or intimidate other members or staff.
   • Aurora Club Limited reserves the right to suspend or terminate membership for those who violate this policy, and to seek legal action if defamatory or damaging statements are made.

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6.4 Website Content

1. Accuracy of Information
   • While we strive to ensure accuracy, Aurora Club Limited does not guarantee the completeness, reliability, or correctness of the information provided on the website.
   • Users rely on website content at their own risk.
2. Third-Party Links and Advertisements
   • Our website may contain links to third-party websites, advertisements, or services.
   • Aurora Club Limited does not endorse or accept liability for third-party content, products, or services.
   • Use of third-party websites or services is at your own risk.

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6.5 Privacy and Data Protection

1. Data Processing and Compliance
   • Your personal data will be processed in accordance with our Privacy and Cookies Policy, which may be updated periodically.
   • By using this website, you consent to such processing.
   • Personal data collected during membership registration and competition entry will be retained for no longer than necessary for the purposes of:
     1. Membership administration and account management.
     2. Competition verification and prize fulfilment.
     3. Legal and regulatory compliance.Personal data will generally be deleted within 12 months after membership expiry unless required for legal or security reasons. Members may request deletion of their data earlier, subject to any ongoing obligations or dispute resolution processes.
2. Cookies and Tracking Technologies
   • The website uses cookies and similar tracking technologies to enhance user experience and analytics.
   • Users can adjust cookie preferences in their browser settings.

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6.6 Website Availability and Functionality

1. No Guarantee of Uninterrupted Service
   • While we aim to keep the website accessible at all times, Aurora Club Limited does not guarantee uninterrupted, error-free service.
   • We are not responsible for temporary unavailability due to maintenance, technical issues, or external disruptions.
2. Service Suspension and Updates
   • We reserve the right to suspend access to the website for maintenance, repairs, or updates without prior notice.

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6.7 User Accounts

1. Account Registration and Security
   • If account registration is permitted, users must provide accurate and complete information.
   • Accounts are strictly for personal use and non-transferable.
2. Account Security and Breaches
   • Users must not share login credentials or allow unauthorised access to their accounts.
   • If a security breach is suspected, users must immediately notify Aurora Club Limited.
3. Right to Suspend or Terminate Accounts
   • Aurora Club Limited reserves the right to suspend or terminate accounts at any time without notice if:
     a. The user breaches these Terms & Conditions.
     b. Unauthorised, fraudulent, or unlawful activity is detected.

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6.8 Intellectual Property Rights

1. Ownership of Website Content
   • All intellectual property rights related to the website, including content, design, branding, logos, and trademarks, are owned by Aurora Club Limited or its licensors.
   • Users may not copy, reproduce, distribute, or modify website content without prior written consent.
2. Restrictions on Scraping and Automated Access
   • Users must not engage in scraping, data mining, framing, or deep-linking to our website without express permission.
3. Use of Aurora Club Limited Branding
   • Use of the Aurora Club Limited name, logo, or branding is strictly prohibited without prior written authorisation.

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6.9 Limitation of Liability for Website Use

1. General Disclaimer
   • Aurora Club Limited is not responsible for any losses, damages, or liabilities arising from the use of this website.
2. No Liability for Technical Issues
   • We do not accept responsibility for technical malfunctions, connectivity issues, or security vulnerabilities that impact user experience.
3. Security and Data Protection
   • While we take reasonable security measures, Aurora Club Limited cannot guarantee that the website will be free from viruses or cyber threats.
   • Users must take appropriate precautions to protect their devices and personal data.

7. Returns and Cancellations

7.1 Membership Cancellation Policy

1. No Cancellation or Refund Policy
   • Due to the nature of Aurora Club Limited’s membership services and prize competitions, all membership payments are non-refundable and non-cancellable after the official go live date.
   • Once a member has entered the contract, they are contractually bound to the 12-month membership term and cannot cancel or terminate early.
2. No Right to a Cooling-Off Period (After the Go Live Date)
   • Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers may normally have a 14-day right to cancel certain purchases.
   • However, this right does not apply to memberships that provide immediate access to digital services and competitions, as outlined in Regulation 28(1)(h).
   • By joining Aurora Club Limited, members explicitly waive their right to a 14-day cancellation period.
3. Failure to Use Membership or Enter Competitions
   • Failure to participate in competitions or utilise membership benefits does not entitle the member to a refund, extension, or compensation.
   • It is the responsibility of the member to enter competitions and take advantage of their membership privileges.
4. Cancellation by Aurora Club Limited
   • Aurora Club Limited reserves the right to terminate a membership in cases of:
     a. Breach of Terms & Conditions, including fraudulent behaviour or misconduct.
     b. Chargebacks, failed payments, or fraudulent transactions related to membership fees.
     c. Violation of competition rules, including multiple entries or misuse of the system.
     d. Misuse of the website, harassment of staff, or abusive behaviour.
   • If a membership is terminated by Aurora Club Limited, the member will not be entitled to a refund or reimbursement of any fees paid.

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7.2 Competition Entry Cancellation Policy

1. Non-Cancellable and Non-Transferable Entries
   • Once a member has entered a competition, their entry cannot be cancelled, withdrawn, or transferred to another person.
2. Automatic Cancellation of Entries Due to Payment Issues
   • If a member pays via monthly direct debit and a payment is declined, charged back, or reversed, their competition entry will be automatically cancelled.
   • If the payment issue is not resolved within 7 days, the member may be suspended from future competitions.

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7.3 Refund Policy

1. No Refunds on Membership Fees
   • Membership fees are non-refundable after the official go live date, even if the member chooses not to use their membership benefits or enter competitions.
2. No Refunds for Competition Entry Fees
   • If a competition is cancelled after entries have been received, members will be offered an alternative competition entry.
   • No refunds will be issued if a member fails to enter or submits an incomplete entry.
3. Refunds in the Case of Operational Errors
   • If a technical error or system malfunction causes an incorrect charge, Aurora Club Limited will issue a full refund for the amount in question.
   • Members must notify Aurora Club Limited within 14 days of any unauthorised or incorrect charges to request a refund.
   • In the event of unforeseen circumstances that prevent us from going live on the agreed date, members will have the option to either:
     • Accept a revised future go live date, Or
     • Receive a full refund of their membership fee

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7.4 Membership Postponements and Adjustments

1. Membership Extensions for Unforeseen Circumstances
   • If Aurora Club Limited is unable to provide access to competitions for an extended period due to technical issues or regulatory delays, membership terms may be extended at no additional cost.

8. Complaints

8.1 Submitting a Complaint

1. How to Lodge a Complaint

• If you have any concerns or complaints regarding membership, competitions, website use, or customer service, you may contact Aurora Club Limited using the following methods:

• Email: contact@auroraclub.co.uk

• Complaints must include:
  a. Full name and membership details.
  b. A clear description of the issue.
  c. Any supporting evidence (e.g., screenshots, transaction receipts, or correspondence).
  d. Preferred resolution or outcome (if applicable).

2. Response Time

• We aim to acknowledge receipt of all complaints within 5 business days.

• A full response will typically be provided within 15 business days, depending on the complexity of the issue.

• If additional time is required, we will notify the complainant and provide an expected resolution timeline.

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8.2 Complaint Handling Process

1. Investigation and Resolution
   • Upon receiving a complaint, Aurora Club Limited will:
     a. Conduct a full investigation into the matter.
     b. Liaise with relevant departments to gather information.
     c. Provide a formal response outlining the findings and any applicable resolutions.
2. Potential Resolutions

• If the complaint is upheld, possible resolutions may include:
  a. Correction of errors or account adjustments.
  b. Reinstatement of competition entries (if cancellation was due to an error).
  c. An apology and assurance of process improvements.

– If the complaint is not upheld, we will provide a detailed explanation outlining the reasons.

3. Escalation of Complaints

– If you are dissatisfied with our initial response, you may request an internal review by a senior manager.

– We will provide a final response within 14 business days of the escalation request.

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8.3 Alternative Dispute Resolution (ADR) & External Complaints

1. Alternative Dispute Resolution (ADR)

• If you remain unsatisfied after exhausting our internal complaints procedure, you may seek resolution through an Alternative Dispute Resolution (ADR) provider.

• The recommended ADR service for consumer disputes in the UK is:

• The UK Consumer Ombudsman (www.consumer-ombudsman.org)

2. EU Online Dispute Resolution (ODR) Platform

– If you are an EU consumer, you may also submit your complaint through the EU Online Dispute Resolution (ODR) platform:

• https://ec.europa.eu/consumers/odr

3. Legal Action

• If a dispute cannot be resolved through our complaints procedure or ADR, legal action may be pursued in accordance with Section 5.9 (Governing Law and Jurisdiction).

9. Contact Information and Final Clauses

9.1 Contact Information

1. Official Communication Channels
   • For all general enquiries, complaints, and customer support requests, you may contact Aurora Club Limited via the following methods:
     • Email: contact@auroraclub.co.uk
     • Website:www.auroraclub.co.uk
2. Business Hours

• Our customer support team operates between Monday to Friday, 9:00 AM – 5:00 PM (UK time), excluding public holidays.

• We strive to respond to enquiries within 5 business days, though response times may vary during peak periods.

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9.2 Final Clauses

1. Entire Agreement

• These Terms & Conditions constitute the entire agreement between the member and Aurora Club Limited regarding membership, competitions, website usage, and prize claims.

• Any prior agreements, representations, or understandings, whether written or verbal, are superseded by these Terms & Conditions.

2. Interpretation of Terms

• Headings in these Terms & Conditions are for reference only and shall not affect interpretation.

• Where the context requires, words in the singular shall include the plural, and vice versa.

3. No Waiver of Rights

• Failure or delay by Aurora Club Limited to enforce any provision of these Terms & Conditions shall not constitute a waiver of our rights.

• Any waiver must be in writing and signed by an authorised representative of Aurora Club Limited.

4. Assignment and Transfer

• Aurora Club Limited reserves the right to transfer, assign, or subcontract its rights and obligations under these Terms & Conditions without prior notice.

• Members may not transfer their membership or any rights arising under these Terms & Conditions to any other person.

5. Force Majeure

• Aurora Club Limited shall not be liable for any failure or delay in performing obligations due to events beyond our reasonable control, including but not limited to:

• Natural disasters (e.g., earthquakes, floods, pandemics).
• Government-imposed restrictions, strikes, or legal regulations.
• Cyber-attacks, data breaches, or technological failures.

6. Survival of Terms

• If any provision of these Terms & Conditions is deemed invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

• The invalid or unenforceable provision shall be replaced with a legally valid term that best reflects the original intent.

7. Governing Law and Jurisdiction

• These Terms & Conditions shall be governed by and construed in accordance with English law.

• Any disputes arising from or relating to these Terms & Conditions shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

• EU consumers may also have rights under their local consumer protection laws and access to the EU Online Dispute Resolution (ODR) platform (https://ec.europa.eu/consumers/odr).

8. Updates and Revisions

• Aurora Club Limited reserves the right to amend these Terms & Conditions at any time.

• Updated versions will be published on our website, and continued use of membership or competitions constitutes acceptance of the revised terms.