This Payments, Withdrawals & Refund Policy (“Policy”) governs all financial transactions carried out on the WINDEX TECHNOLOGIES platform (“WinDex”, “we”, “our”, or “us”). By making any payment, deposit, or transaction on the platform, users (“Users”) agree to be bound by this Policy together with our Terms of Service.
1. Funds Handling & Escrow Arrangement
1.1 All amounts deposited by Users on the WinDex platform are maintained in a segregated, non-interest-bearing escrow account operated through a licensed payment service provider.
1.2 Funds held in the escrow account are maintained in trust for the benefit of Users and are used solely for:
- (a) User withdrawals (including available balances and eligible winnings);
- (b) WinDex platform/service fees;
- (c) Applicable taxes, levies, or statutory deductions where required by law.
1.3 WinDex does not treat User funds as its own operating funds and does not earn interest on balances held in escrow.
2. Platform Fees
2.1 WinDex may charge a platform or service fee, which will be clearly disclosed to the User before the User completes a transaction or participates in a paid feature.
2.2 Platform fees (inclusive of applicable taxes) are deducted automatically from the User’s available balance, and a transaction record or invoice will be made available to the User.
2.3 WinDex receives only its applicable platform fees from the escrow account and does not otherwise exercise control over User balances.
3. User Account Balances
For transaction tracking and reconciliation, User balances are categorized as follows:
- Deposit Balance (Play Money):
Funds added by the User through supported payment methods. - Winnings / Earned Balance:
Funds credited to a User as a result of successful participation in platform activities, contests, or features.
Unless otherwise stated, transactions are deducted first from the Deposit Balance and then from Winnings, where applicable.
4. Participation, Debits & Excess Payments
4.1 When a User participates in any paid activity or feature, the required amount is debited from the User’s account balance.
4.2 If a User’s balance is insufficient, the User may be redirected to a payment gateway to complete the required amount.
4.3 Any excess funds paid beyond the required amount will be credited to the User’s Deposit Balance and may be used for future participation or eligible withdrawal, subject to this Policy.
5. Withdrawals
5.1 Users may request withdrawals of eligible balances after completing identity verification (KYC) and bank account verification, as required by law and our compliance obligations.
5.2 Withdrawals are processed by instructing the escrow service provider to transfer funds to the User’s verified bank account.
5.3 Withdrawal requests are typically processed within a commercially reasonable timeframe, subject to banking and payment provider delays.
5.4 WinDex reserves the right, in exceptional circumstances, to:
- Reverse a transaction,
- Refund a deposit (less applicable fees or taxes),
- Delay or deny a withdrawal where fraud, misuse, or non-compliance is suspected.
6. Refunds
6.1 Refunds may be issued where:
- A transaction was duplicated or processed incorrectly;
- Funds were debited but not credited due to a system error;
- A paid activity or feature was cancelled, voided, or materially unavailable.
6.2 Where an activity is cancelled or declared void, User contributions will be refunded to the User’s account balance. Platform fees are not charged for voided activities.
6.3 Refunds are generally credited to the User’s platform account unless otherwise required by law or payment provider rules.
7. Non-Refundable Items
The following are not refundable:
- Used or consumed digital services or features;
- Normal market outcomes or losses resulting from User-initiated actions;
- Bonus balances or promotional credits (unless stated otherwise);
- Fees charged by third-party payment providers or banks.
8. Verification & Compliance
8.1 Users must provide accurate and complete information during registration and verification.
8.2 WinDex may refuse withdrawals or refunds if:
- Documents provided are false, misleading, incomplete, or illegible;
- The User fails to meet eligibility or verification requirements;
- There is suspected fraud, abuse, or policy violation.
8.3 Users represent that all documents submitted are true copies of valid originals.
9. Taxes & Statutory Deductions
9.1 Certain winnings or payouts may be subject to tax deductions at source or other statutory deductions as required by applicable law.
9.2 Where deductions apply, WinDex or its payment partners will deduct the required amount before payout and provide supporting records where applicable.
9.3 Users remain solely responsible for any additional taxes or reporting obligations applicable to their use of the platform.
10. Chargebacks & Disputes
10.1 Users are encouraged to contact WinDex support before initiating a chargeback.
10.2 Where a chargeback is filed, WinDex may provide transaction records to the payment provider or issuing bank.
10.3 Illegitimate chargebacks may result in account suspension and recovery of associated fees.
11. Policy Updates
WinDex may amend this Policy from time to time. Updates will be published with a revised effective date. Continued use of the platform constitutes acceptance of the updated Policy.
By using WinDex services, you acknowledge that you have read and understood this Policy. For contact details, please see our Terms of Service.