AuTrustGold, operated by Au Trust Gold, a unit of Chandra Kanti Jewellers (“we”, “us”), lets you buy, sell, accumulate, gift and redeem 24K (99.95 fine) digital gold that is backed 1:1 by physical gold held with a vault custodian. Because gold is bought and sold at a live, market-linked rate, the following terms apply to cancellations and refunds.
1. Cancelling a purchase
A buy order can be cancelled only before payment is completed and the gold is allocated to your account. Because allocation is immediate on successful payment, a cancellation request after credit cannot be entertained — the corresponding gold has already been bought for you at the live market rate.
Instead of cancelling, you can sell your gold back at any time at the live rate (see section 2).
2. Selling back (your liquidity option)
You may sell your digital gold back to us at any time at the prevailing live sell rate shown in the app.
Sale proceeds are settled to your verified bank account, typically within 24–48 hours via IMPS/NEFT.
The sell rate reflects a standard market spread between the buy and sell price. The 3% GST charged at the time of purchase is a statutory government tax and is non-refundable.
3. Failed, duplicate or interrupted payments
If money is debited from your account but gold is not credited (for example, a failed or interrupted transaction), the amount is automatically reversed to your original payment method, generally within 5–7 business days.
If you do not see the reversal in that window, contact us and we will trace it with the payment gateway.
4. Physical redemption (coins & bars)
A request to redeem digital gold as physical coins or bars can be cancelled if made within 1 day of placing the redemption order and before the item is dispatched; the reserved gold is returned to your account and any shipping & insurance charge is refunded. Once dispatch has been initiated or the item is out for delivery, the request cannot be cancelled — in that event you may choose to reject the shipment at the doorstep if the package appears tampered or damaged.
Items damaged or defective in transit are covered by insurance. Report damage, a defect, or an item that is not as described to our customer service team within 1 day (24 hours) of delivery; the request is entertained once our team and the vault/logistics partner have checked and determined the issue at their end.
Every coin and bar we ship is hallmarked 24K (99.95 fineness). If a genuine quality issue is established, we will replace the item or refund it at the redemption-day value. Quality issues in minted products are resolved by us with the mint partner — you do not need to pursue the manufacturer separately.
5. How to raise a request & refund timelines
Email support@autrustgold.com or call +91 96512 34500. Any refund approved by Au Trust Gold (a unit of Chandra Kanti Jewellers) is processed within 7 days of approval to your original payment method; your bank or the payment gateway may take a few additional days to reflect the amount.