Refund Policy

Policy Overview

This Refund Policy governs all transactions made on the Wingo platform, including challenge entry fees. As a competition platform where prize pools are built from participant entry fees, refund decisions must balance fairness to individual users with the integrity of the competition for all participants.

This Policy should be read in conjunction with our Terms & Conditions and Privacy Policy. By participating in any challenge, you acknowledge and accept the terms of this Refund Policy.

All refund amounts are in Sri Lankan Rupees (LKR). Wingo does not issue refunds in any other currency.

General No-Refund Policy

The entry fee of LKR 100 per challenge is generally non-refundable once you have confirmed your participation in a challenge. This policy exists for the following reasons:

• Prize pool integrity: Half of every entry fee (LKR 50) is immediately allocated to the challenge prize pool. Removing this contribution after challenge commencement would unfairly reduce the prize pool for all other participants.
• Administrative costs: Processing entries involves payment gateway fees, platform infrastructure costs, and administrative overhead that cannot be recovered once incurred.
• Competition fairness: All participants must compete on equal terms. Allowing post-commencement withdrawals with refunds could be exploited to gain information advantages.

By confirming your participation in a challenge, you explicitly acknowledge that you understand the challenge rules, prize structure, and this refund policy, and that you are voluntarily choosing to participate.

Eligible Refund Circumstances

Notwithstanding the general no-refund policy, Wingo will issue full refunds in the following circumstances:

1. Challenge Cancellation by Wingo

If Wingo cancels a challenge before it commences for any reason, all participants will receive a full refund of their LKR 100 entry fee. Refunds will be processed automatically within 5–7 working days.

2. Failure to Meet Minimum Participants

If a challenge fails to attract the minimum number of participants required for the challenge to proceed (as specified in the challenge listing), all entry fees will be fully refunded. Participants will be notified by email, and refunds will be processed within 5–7 working days.

3. Material Challenge Modification

If Wingo makes a material change to a challenge's rules, format, or prize structure after you have entered and before the challenge commences, you will have the option to withdraw and receive a full refund within 48 hours of the change notification.

4. Verified Technical Error — Double Charge

If a technical error results in your account being charged more than once for the same challenge entry, the duplicate charge(s) will be fully refunded within 7 working days following our verification of the error.

5. Unauthorized Transaction

If you believe an entry fee was charged to your account without your authorization, you may submit a refund claim within 14 calendar days of the transaction date. Wingo will investigate and, if the unauthorized nature of the transaction is verified, issue a full refund within 14 working days.

6. Platform-Side Technical Failure

If a platform-side technical failure (not attributable to your device, browser, or internet connection) prevents you from submitting your required challenge entry after you have paid the entry fee, and this failure cannot be remedied before the submission deadline, you will be eligible for a full refund.

Non-Refundable Circumstances

The following circumstances do not qualify for a refund under any conditions:

• Change of mind: Regretting your decision to enter a challenge after payment is processed is not grounds for a refund.
• Not winning: Failing to win a challenge, regardless of performance or outcome, does not entitle you to a refund of your entry fee.
• Disqualification: If your entry is disqualified due to rule violations, prohibited conduct, or failure to meet challenge-specific requirements, no refund will be issued.
• Account suspension or ban:If your account is suspended or terminated due to violations of our Terms & Conditions, entry fees paid prior to such action are non-refundable. Challenge entries voided due to a ban will not be refunded.
• Connectivity issues on your end: Technical problems originating from your device, internet service provider, or browser that prevent participation are not grounds for a refund.
• Missing the submission deadline: Submitting your challenge entry after the posted deadline for any reason is not eligible for a refund.
• Not reading the rules: Failure to understand or comply with published challenge rules is not a valid reason for a refund.
• Dissatisfaction with platform features: Dissatisfaction with any aspect of the Platform that does not constitute a material breach of our Terms is not refundable.
• Fraudulent refund claims: Submitting a false or misleading refund claim may result in account suspension and forfeiture of all funds on the account.

Challenge Cancellation

Wingo reserves the right to cancel any challenge at any time for reasons including but not limited to: insufficient participant numbers, technical issues, regulatory requirements, content violations, or force majeure events.

In the event of a cancellation:

• All registered participants will receive an email notification within 24 hours of the cancellation decision.
• Full entry fee refunds (LKR 100 per participant) will be processed automatically within 5–7 working days.
• Refunds will be returned to the original payment method used for the entry fee.
• If the original payment method is no longer available (e.g., expired card, closed digital wallet), Wingo will contact you to arrange an alternative refund method.
• Wingo is not liable for any additional costs, losses, or damages arising from a challenge cancellation beyond the refund of the entry fee itself.

In cases of force majeure (e.g., natural disasters, government-imposed restrictions, pandemics), Wingo may suspend rather than cancel a challenge and reschedule it for a later date. Participants will be notified and given the option to remain or withdraw for a full refund.

Technical Errors

Wingo takes technical reliability seriously and maintains comprehensive monitoring systems. In cases where a platform-side technical error directly impacts your ability to participate, the following process applies:

• You must report the technical issue via our Contact page within 24 hours of the error occurring, with a description of the issue and any screenshots or supporting evidence.
• Wingo will acknowledge your report within 2 working days and initiate a technical investigation.
• If the investigation confirms a platform-side error, and the error materially prevented your participation in the challenge, a full refund will be issued within 10 working days.
• If the investigation determines the error was on the user's side (device, browser, ISP, etc.), no refund will be issued, and we will notify you with the findings.
• Our technical investigation results are final and binding.

For double-charge issues: If your bank or payment statement shows two charges for a single entry, please submit a ticket via our Contact page with your transaction reference numbers and bank statement evidence. Verified duplicate charges are refunded within 7 working days.

How to Request a Refund

To submit a refund request, please follow these steps precisely:

• Step 1: Submit a refund ticket via our Contact page with the subject: "Refund Request — [Your Full Name] — [Challenge Name]"
• Step 2: In the ticket, include: your full name, registered email address, NIC number (last 4 digits only for security), the name of the challenge, the date of entry, the transaction reference number, and a clear description of the reason for your refund request.
• Step 3: Attach any supporting evidence (screenshots, bank statements, error messages) that supports your claim.
• Step 4: Submit the request within the applicable deadline (see below).

Refund requests submitted outside the applicable deadline will not be considered. Wingo strongly encourages you to check your payment records regularly and report any issues promptly.

Processing & Timeline

Once a refund claim is received, Wingo will process it according to the following timeline:

• Acknowledgement: We will acknowledge receipt of your refund request within 2 working days.
• Investigation (if required): For technical error and unauthorized transaction claims, investigation may take up to 10 working days.
• Decision notification: We will notify you of our refund decision via email within the specified investigation period.
• Refund processing: Approved refunds are processed within 5–7 working days from the date of approval.
• Bank processing time: After Wingo initiates the refund, your bank or payment provider may take an additional 2–10 working days to reflect the credit in your account, depending on the payment method.

Total maximum time from claim submission to funds appearing in your account: approximately 25 working days (in complex investigation cases). Straightforward cases (e.g., cancellation refunds) are typically completed within 10 working days.

If 30 working days have passed since your refund was approved and you have not received the funds, please submit a ticket immediately via our Contact page.

Refund Payment Methods

Refunds will be issued via the same payment method used for the original entry fee transaction:

• Bank transfer: Refunded to the same bank account used for payment. Ensure your bank account details in your profile are current and accurate.
• Mobile payment (e.g., digital wallet): Refunded to the same registered mobile number or digital wallet account.
• Debit/credit card: Refunded to the same card. If the card has expired or been cancelled, please contact our payments team with alternative banking details prior to refund processing.

Wingo does not issue refunds in cash, cryptocurrency, or by cheque. Under no circumstances will a refund be sent to a third party's account or a payment method not registered in your name.

Disputes & Chargebacks

If you believe a charge was made in error or you are dissatisfied with a refund decision, we strongly encourage you to contact Wingo directly before initiating a chargeback with your bank or payment provider.

Initiating a chargeback without first attempting to resolve the matter directly with Wingo may result in:

• Immediate suspension of your account pending investigation.
• Forfeiture of any pending prize winnings.
• Permanent account ban if the chargeback is found to be fraudulent or in bad faith.
• Recovery of the disputed amount plus any chargeback fees incurred by Wingo.

Wingo will fully cooperate with all legitimate chargeback investigations initiated by your bank or payment provider and will provide all necessary documentation to support the investigation.

For escalating unresolved refund disputes, please submit a legal dispute ticket via our Contact page. Unresolved disputes will be subject to the dispute resolution process outlined in our Terms & Conditions.

Account Closure Refunds

If you choose to close your Wingo account voluntarily:

• Any verified, unpaid prize winnings at the time of closure will be disbursed within 30 working days following identity verification.
• Entry fees for challenges that have not yet commenced will be refunded within 10 working days.
• Entry fees for active or completed challenges will not be refunded regardless of outcome.
• Platform credits or promotional bonuses (if any) are non-transferable and non-refundable upon account closure.

To initiate voluntary account closure and request applicable refunds, submit a ticket via our Contact page with the subject "Account Closure Request" and your registered email address and NIC number (partial, for security).

Contact Us

For all refund-related inquiries, please contact us through the appropriate channel:

We are committed to resolving all refund matters fairly and efficiently. If you feel your case has not been handled appropriately, you may escalate to our legal team or pursue resolution through the Consumer Affairs Authority of Sri Lanka.