Refund and Claim Policy

The current public beta uses Supra testnet assets only. Testnet refunds, claims, prizes, balances, and payouts have no real monetary value and are not redeemable for money, mainnet assets, or other value.

This policy does not create a right to real-money refunds, compensation, damages, replacement assets, or lost opportunity.

Refund and claim availability depends on smart contract state.

The frontend may show a claim or refund action when the read model believes a right is associated with the wallet, but the smart contract decides whether a transaction succeeds.

If the read model lags, the UI may temporarily show stale, missing, or incomplete claim/refund status.

A testnet refund may be available when the smart contract or supported operational process records one of the following:

• a draw is canceled before settlement;
• a draw enters a contract-defined refund state;
• sales are reset in a way that preserves refundable ticket liability;
• a failed lifecycle leaves refundable participant balances;
• a duplicate or recovery scenario is explicitly recognized by the contract or backend support tooling;
• ElyxS identifies a platform incident where a supported refund process is available.

Refund availability is not guaranteed unless the relevant contract state records a refundable claim for the wallet.

Refunds are generally not available for:

• settled draws where the ticket participated normally;
• losing tickets in a completed draw;
• user mistakes, including wrong network, wrong wallet, or accidental signature;
• lost keys, compromised wallets, or inability to access the winning or purchasing wallet;
• transactions rejected by the wallet or never recorded on-chain;
• network fees, gas, wallet provider fees, or third-party costs;
• testnet assets assigned value by a third party;
• violation of the Terms of Use or Official Rules;
• sanctions, restricted-jurisdiction issues, fraud, bots, or other suspected abuse.

When a prize is available to claim, it must be claimed from the wallet that won.

You may need to sign the required transaction with that same wallet.

ElyxS cannot claim on your behalf, sign for you, recover your seed phrase, or move claim rights to another wallet unless a supported contract or documented operational process allows it.

When a refund is available, use the refund action shown in the app or follow support instructions. You may need to:

• connect the wallet that bought the ticket;
• wait for the read model to update;
• sign a refund transaction;
• provide a draw id, wallet address, transaction hash, and screenshots for support to review.

Review by the support team does not guarantee that a refund transaction will succeed. The smart contract state determines the result.

Claim and refund visibility may be delayed by chain finality, RPC availability, indexer processing, maintenance, or security review.

During incidents, ElyxS may pause processes to avoid incorrect actions.

If a claim window or refund window applies, it will be shown in the draw rules, UI, or contract state when that information is available there.

ElyxS may deny support, block frontend or API access, or preserve evidence when it suspects false refund claims, bots, Sybil behavior, sanctions evasion, exploit attempts, or other abuse.

If ElyxS launches on mainnet or runs a campaign with real-value assets, that launch must have separate refund and claim terms.

The beta policy does not define real-money refund rights.

Refund or claim questions can be sent to support@elyxs.com. Include the wallet address, draw id, transaction hash, and a clear description of the issue.