Refund Policy

1. Number pack purchases

Number packs are digital products that provide the fixed quantity of ordinary full-range number credits shown at checkout. Once credits have been delivered or used to allocate numbers, we generally do not provide a change-of-mind refund.

We will investigate and provide an appropriate remedy where required by law, including where a paid pack was not supplied, you were charged more than once for the same purchase, or a material technical failure prevented delivery.

2. Random allocation outcomes

A refund is not available merely because you did not receive a particular number, Number 1, a low number or an outcome you hoped for. A pack purchases number credits, not a guaranteed number, prize or financial result.

3. Exact Number Auctions when enabled

There is no separate fee just to place a bid. You may enter a maximum bid and the service may automatically bid in A$1 increments only as much as necessary to keep you ahead, up to that maximum. Your card or payment method may be authorised for your maximum. If you are outbid, First To One requests release of that authorisation, but your bank or card network controls how quickly the hold disappears from your available balance.

Only the final public winning price is intended to be captured after the auction deadline, even if the winner's authorised maximum was higher. If a winning payment cannot be captured, the exact number may remain unawarded or require review. If a successful auction payment is duplicated, captured incorrectly, or the promised exact-number card is not delivered because of a material technical failure, contact us so we can investigate and provide the remedy required by law.

If a completed auction purchase is later fully refunded and the exact-number card is still safely held by that refunded purchaser, First To One may lock trading of the card while it is resolved and offer it to the next eligible prior bidder. That person is not automatically charged. They receive a limited-time offer and must actively accept and complete a new payment. If they decline, the offer expires, payment fails, or a later accepted fallback purchase is itself fully refunded, the offer may continue to the next eligible prior bidder. The fallback price is recalculated from the remaining eligible maximum bids using the auction's proxy-bidding rules.

If the card has already been transferred, account ownership is uncertain, a dispute rather than an ordinary refund is involved, or another safety condition is not met, automatic fallback may stop and the transaction may remain under manual review.

A refund is not available merely because you later decide you no longer want the exact number, cannot find a trade for it, or believe its collectible value has changed. First To One does not guarantee resale value and does not redeem cards for cash.

4. Trading

Player-to-player marketplace activity is number-for-number trading. First To One does not currently process cash seller payouts between users. Exact Number Auctions, if enabled, are First To One sales of specific previously-unclaimed numbers during the final 48-hour window rather than player cash listings.

5. Unauthorised, incorrect or disputed charges

If you believe a payment was unauthorised or incorrect, contact us as soon as possible at one@firsttoone.com. Include your username, the approximate date, amount and a short description of the issue. Do not send your password or full card number.

Payment-provider refund or dispute notifications are recorded for review. First To One does not automatically delete unrelated wallet credits or historical claimed numbers simply because a payment event is received. A full refund of an eligible auction purchase may start the fallback-offer process described above; disputes and unsafe ownership cases remain subject to manual review.

6. Processing refunds

Approved refunds are normally returned to the original payment method. Processing times depend on the payment provider and your bank or card issuer. Where a remedy also requires an in-service account adjustment, we will avoid changing unrelated credits or permanent completed-game history.

7. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies consumer guarantees or other rights that cannot lawfully be excluded. If a product or service has a major failure or otherwise does not meet a statutory guarantee, you may be entitled to remedies under law.

8. Contact

Refund and payment support: one@firsttoone.com.