Withdrawal and Refund Policy

1) Right of Withdrawal — EU/EEA Consumers

In accordance with Directive 2011/83/EU on consumer rights (transposed into the national legislation of each EU/EEA Member State), individual consumers residing in the European Union or the European Economic Area have the right to withdraw from a distance contract, without penalty and without giving any reason, within 14 calendar days from the date of conclusion of the contract (generally, the date of account activation).

The mandatory protection afforded by the legislation of the consumer's Member State of residence shall prevail where it offers a higher level of protection than this policy.

2) UAE Consumer Rights

For consumers residing in the United Arab Emirates, Federal Law No. 15/2020 on Consumer Protection, Cabinet Decision No. 66/2023 (implementing regulations) and Federal Decree-Law No. 14/2023 on e-commerce apply.

UAE legislation does not provide an automatic "no-reason" withdrawal right for digital services, similar to the EU right. However, you are entitled to a refund, replacement or remedy in the following situations:

• The service provided is defective or non-conforming with the specifications presented at the time of purchase;
• The service was presented in a misleading manner or the information provided was inaccurate;
• The service could not be accessed or used due to causes attributable to the provider.

3) Voluntary Refund Policy — All Users

Independently of the legal rights described above, Wiki Kids Online FZC voluntarily offers the following refund conditions:

• Unused services: if you have not accessed or used the platform in any way, you may request a full refund within the first 14 days (EU/EEA consumers) or 7 days (all other users) from the date of account activation.
• Partially used services: the refund may be proportional to the remaining unused services (lessons not taken, unconsumed access period).
• Fully used services: no refund is granted if the service has been fully consumed.

4) Exceptions

• The right of withdrawal does not apply to B2B transactions (between professionals/traders).
• For EU/EEA consumers: the right of withdrawal does not apply to digital services whose performance has begun with the consumer's express consent and acknowledgment of loss of the right of withdrawal, pursuant to Art. 16(m) of Directive 2011/83/EU.
• For UAE consumers: no refund is granted if the service was provided in accordance with the specifications and was used by the consumer.

5) Request Procedure

To request a withdrawal or refund, send an email to office@mindexy.com with the subject line "Refund Request". Please include:

• Full name of the account holder
• Email address associated with the account
• Invoice number and date, or registration date
• Reason for the request (optional, but helpful for faster processing)
• Contact phone number
• Payment method used and, if you wish to receive the refund via a different method, the necessary details (IBAN, etc.)

6) Refund Processing

• Refunds are processed without undue delay, within a maximum of 14 calendar days from receipt and validation of the request.
• Refunds are made using the same payment method used for the purchase, unless you agree otherwise.
• The Provider may delay the refund until confirmation of effective cancellation of platform access or until clarification of the volume of services already provided.

7) Model Withdrawal Form (EU/EEA Consumers)

Pursuant to Directive 2011/83/EU, Annex I, Part B, you may use the following model. Completion and submission of this form is not mandatory:

To: Wiki Kids Online FZC – office@mindexy.com
Subject: Contract Withdrawal

I, [Full Name], hereby notify you of my withdrawal from the contract for the provision of the Mindexy digital service.
Account email: [____________________]
Phone: [_______________]
Invoice No./Date: [_______________]
Payment method: [_______________]
I request a refund of the amounts paid.
(Optional: IBAN / Details for alternative refund method)
Date: [_______________]
Signature (if applicable): _______________

8) Governing Law and Dispute Resolution

This policy and the contractual relationship between the provider and the user are governed by the laws of the United Arab Emirates.

For EU/EEA consumers, the mandatory minimum protection afforded by the legislation of the Member State of residence applies in addition, in accordance with Regulation (EC) No. 593/2008 (Rome I), Art. 6(2). EU consumers may use the European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.

For UAE consumers, complaints may be addressed to the Ministry of Economy and Tourism (Consumer Protection Department), via the platform consumerrights.ae or via the support line 600 522 225.

Any disputes that cannot be resolved amicably shall be submitted to the competent courts in Sharjah, United Arab Emirates, with due respect for the mandatory rights of consumers in their jurisdiction of residence.

9) Contact

Wiki Kids Online FZC
Business Centre, Sharjah Publishing City Free Zone, Sharjah, UAE
Email: office@mindexy.com
Phone: +40 765 910 743 (RO) / +971 585 249 816 (UAE)