Reference

Understand the Terms Before You Start

These terms set out the rules that govern your account on w2w — what you can do, what we expect, and how disputes are handled.

Account EligibilityWallet & Withdrawal RulesDispute ProcessJurisdiction-Dependent AccessAccount Suspension Policy
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w2w Understand the Terms Before You Start
TERMS CONTACT PATHS

Reach Us About Your Terms Questions

If any clause in these terms is unclear, or if you wish to raise a formal dispute about how a term has been applied to your account, our support team is available around the clock. We aim to acknowledge every terms-related query within four hours and resolve it within two business days.

Team online

Live Chat

Start a live chat session directly from your account dashboard. Cite the clause number or section heading you are querying so our agent can pull the relevant policy text immediately.

Email Support

Send a detailed message to our legal queries address. Include your registered email and account ID so we can link your query to the correct account record without delay.

In-App Ticket

Open a support ticket from within the w2w app. Tickets are tracked with a reference number, and you will receive status updates at each stage until the matter is closed.

HOW WE HANDLE THIS

Browse Our Data and Account Practices

We operate these terms with transparency in mind — here is how each policy area works in practice for your account.

Data Handling

Account data you provide — name, email, payment details — is stored on encrypted servers. We do not sell your data to third parties. You may request a copy of your data at any time by raising a support ticket.

Cookie Policy

We use session cookies to keep you signed in and preference cookies to remember your lobby filters. You can adjust cookie settings from your browser at any time without affecting core account functions.

Account Security

Each account is protected with password hashing and optional two-factor authentication via SMS. If you suspect unauthorised access, change your password immediately and contact live chat so we can place a temporary hold.

Data Retention

We retain your account records for the period required by applicable Indian financial regulations. Once that period expires, we anonymise transaction logs and delete personally identifiable fields from active databases.

Who to Contact

For any request to amend, correct, or delete your personal data, write to our Data Officer through the in-app ticket system. Include your account ID and the specific fields you want changed or removed.

Requesting Changes

To update your registered email, phone number, or payment details, verify your identity through our KYC flow and then submit a change request via the account settings page. Changes take effect within 24 hours.

Common Questions About These Terms

These are the questions we hear most often when accounts are opened or when a term is applied to a transaction. If your question is not here, open a support ticket and we will respond within the timeframe stated above.

Access and eligibility depend on local law. These terms apply to any account opened where w2w is available under local legislation. If you are unsure whether access is permitted in your state, check your applicable local regulations before opening an account.

No. We will notify you via your registered email or an in-app banner before any material change takes effect. You will always have the opportunity to review the revised terms before your next session.

Depending on the severity of the breach, we may issue a warning, suspend your account temporarily, or close it permanently. We will communicate the reason in writing to your registered email address before or at the time of any action.

Raise an in-app support ticket with the subject line 'Data Access Request' and include your account ID. We aim to deliver a structured data export to your registered email within seven business days of receiving a valid request.

Disputes are subject to applicable Indian law. Any formal dispute that cannot be resolved through our internal process will be referred to the jurisdiction specified in the full legal text, which you can download from your account settings page.

Yes. All deposits and withdrawals — whether via UPI, PhonePe, or Paytm — are governed by these terms alongside the terms of the relevant payment provider. In case of a conflict, we will apply whichever set of rules is more protective of your rights.

Start a live chat or open an email query citing the clause number or section heading. Our support team will explain how the clause applies to your specific account situation, usually within four hours of receiving your message.

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