Company: Aldex Win Ltd

Registration No: 16207

License No: ALSI-202512034-FI1

Jurisdiction: Autonomous Island of Anjouan, Union of Comoros

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1. GENERAL PRINCIPLES

1.1. This Policy outlines the conditions under which Aldex Win Ltd (hereinafter — the "Company") may process refunds or cancel transactions.

1.2. By depositing funds into an account on the Company’s platform, the User acknowledges that the primary purpose of such funds is to participate in gaming activities.

1.3. The Company maintains a strict No-Refund Policy for funds that have already been wagered or lost in the course of play.

2. REFUND ELIGIBILITY

2.1. A refund request may only be considered if it is submitted within the first 24 (twenty-four) hours of the alleged transaction.

2.2. If the User alleges that another person has accessed their account and made an unauthorized deposit, the request must be made within 48 (forty-eight) hours.

2.3. No refund will be processed unless the User has fully completed the Know Your Customer (KYC) verification process as required by our AML Policy.

2.4. Refund requests will be denied if the User has engaged in any betting activity using the deposited funds in question.

3. WITHDRAWAL VS. REFUND

3.1. Withdrawal: A request to transfer "Real Money" balance (winnings or remaining deposits) to the User's original payment method or bank account. This is a standard procedure and not considered a refund.

3.2. Refund: A request to return a specific deposit transaction due to exceptional circumstances (e.g., technical error).

3.3. Bonus Funds: Under no circumstances are bonus funds, promotional credits, or airdropped tokens eligible for a refund or direct withdrawal unless all wagering requirements (wager) have been met.

4. CANCELLATION OF TRANSACTIONS

4.1. The Company reserves the right to cancel any transaction or bet if:

• The transaction is suspected of being linked to money laundering or fraud.
• A technical error occurred at the time of the transaction (e.g., incorrect odds or currency rates).
• The User has violated the General Terms and Conditions.
  4.2. In the event of a cancellation due to a technical error, the Company will restore the User's balance to its state prior to the error.

5. CHARGEBACKS AND DISPUTES

5.1. The User agrees not to initiate any chargebacks, reversals, or otherwise cancel any deposits into their account without prior written notice to the Company.

5.2. If a chargeback is initiated, the Company reserves the right to:

• Block the User's account indefinitely.
• Deduct the chargeback amount and any associated administrative fees (minimum $50 or equivalent) from the User’s balance.
• Report the incident to the Anjouan Gaming Board and international fraud databases.

6. ACCOUNT CLOSURE AND RESIDUAL BALANCES

6.1. Upon voluntary account closure, the Company will refund the remaining "Real Money" balance to the User, provided there are no active investigations into the User's conduct.

6.2. Administrative Fees: The Company reserves the right to deduct a reasonable administrative fee (up to 10%) to cover processing costs for refunds associated with account closure.

6.3. If an account is closed due to a violation of the Terms (e.g., multi-accounting or fraud), the Company reserves the right to void any winnings and withhold residual balances as liquidated damages.

7. REFUND METHOD

7.1. All refunds will be processed using the same payment method used for the original deposit.

7.2. If the original payment method is unavailable, the Company may, at its sole discretion, use an alternative method after additional security checks.

8. CONTACT AND PROCEDURE

8.1. To request a refund, the User must contact support@aldex.win with the subject "Refund Request" and provide:

• Full name and Account ID.
• Date and time of the transaction.
• Reason for the request.
  8.2. Refund requests are typically reviewed within 7-14 business days.

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