Refund Policy

01 Overview

At PerPayGold, all gold transactions — including purchases, sales, and payments — are processed in real time at live market rates. Because gold prices fluctuate continuously, confirmed transactions are generally considered final.

However, we understand that errors can occur. This Refund Policy defines the circumstances under which a refund may be issued, the process for requesting one, and the expected timelines for resolution.

02 Refund Eligibility

A refund may be issued in the following circumstances:

• Failed Transaction: Your payment was debited from your bank or wallet but gold was not credited to your account
• Duplicate Charge: You were charged more than once for the same transaction due to a technical error
• Unauthorised Transaction: A transaction was carried out on your account without your knowledge or consent (subject to investigation)
• System Error: A technical malfunction on our platform resulted in an incorrect transaction or incorrect amount being processed
• Delivery Failure: Physical gold delivery was not completed within the committed timeframe and you opt for a refund instead of re-delivery
• Overcharge: You were charged an amount greater than the displayed price due to a platform error

03 Non-Refundable Cases

Refunds will not be issued in the following situations:

• You changed your mind after a gold purchase or sale was successfully confirmed
• Gold prices moved unfavourably after your transaction was completed
• You accidentally purchased more or less gold than intended
• A transaction was completed correctly but you were dissatisfied with the prevailing market rate
• Fees such as GST, transaction charges, or payment gateway fees — these are non-refundable under all circumstances
• Losses incurred due to your own negligence, such as sharing your OTP or login credentials with a third party
• Transactions that have already been converted to physical gold and dispatched
• Accounts suspended or terminated due to a violation of our Terms & Conditions

04 Refund by Transaction Type

The table below summarises the refund eligibility for each transaction type:

05 How to Request a Refund

Follow these steps to submit a refund request:

06 Refund Timeline

Once your refund request is approved, the amount will be credited as follows:

• UPI / Net Banking: 3–5 business days from approval
• Debit Card: 5–7 business days from approval
• Credit Card: 7–10 business days from approval (depends on your card issuer)
• Wallet Balance: Instant upon approval, credited to your PerPayGold wallet
• Auto-reversed Failed Transactions: 5–7 business days from the date of the failed transaction

07 Partial Refunds

In certain cases, only a partial refund may be issued. This can occur when:

• A portion of the transaction was processed correctly and only the remaining portion was affected by a technical error
• The refund is for an overcharge — only the excess amount above the correct price is refunded
• A physical delivery order was partially fulfilled and you accept delivery of the available quantity

In all cases of partial refunds, PerPayGold will provide a clear breakdown of the refunded amount and the reason for the partial adjustment.

08 Failed Transactions

A transaction is considered "failed" when your payment is debited from your bank account or wallet but the corresponding gold is not credited to your PerPayGold account.

• Our system automatically detects most failed transactions and initiates a reversal within 48 hours
• If the amount is not auto-reversed within 5 business days, please raise a manual refund request via the app or email
• Always retain your transaction reference number (UTR/transaction ID) from your bank for faster resolution
• In cases where the payment gateway confirms a successful debit but PerPayGold did not receive the funds, we will coordinate with the payment partner and update you within 3 business days

09 Chargebacks

A chargeback is when you dispute a transaction directly with your bank or card issuer instead of raising it with PerPayGold first. We strongly advise against initiating a chargeback without first contacting us, for the following reasons:

• Chargebacks can take 30–90 days to resolve through banking channels, whereas we aim to resolve disputes within 5–10 business days
• Filing a chargeback for a legitimate transaction may result in suspension of your PerPayGold account pending investigation
• PerPayGold will provide transaction evidence to your bank during chargeback proceedings, including KYC data, transaction logs, and OTP confirmation records

10 Escalation & Disputes

If you are not satisfied with the outcome of your refund request, you may escalate your grievance through the following channels:

• Level 1 — Customer Support: Email refunds@perpaygold.com or use in-app chat. Response within 5 business days.
• Level 2 — Grievance Officer: Email grievance@perpaygold.com with your ticket number. Response within 10 business days.
• Level 3 — External Escalation: If unresolved within 30 days, you may approach the RBI Banking Ombudsman or the relevant consumer forum under the Consumer Protection Act, 2019.

11 Contact Us

For any refund-related queries or to submit a request, please reach out through any of the following channels: