Refund Policy

Transactions and Refund scenarios:

Digital Gold BUY/SELL on the listed price at the time.

if ‘A’ has purchased 1gm of Digital Gold and the Buy Price for Gold is INR 6200 or USD 75, as listed. Then the price to be paid (plus taxes) will be calculated for the purchase by the client..

Similarly, if ‘A’ decides to sell 1gm of Gold and Sell Price for Gold is INR 6100 or USD 74, as listed. Then the price to be paid to the customer to his linked wallet, bank account, etc will be calculated for the amount to be credited to the linked wallet and bank account of the Customer of Mepay through the APP.

Refunds

  1. Transaction not successful:

    In case the Payment gateway or other payment method has failed while completing the process of BUY. The transaction Failed is listed. There is no deduction made from the bank account or Card of the consumer. Thus to complete the purchase you need to reinitiate the BUY process afresh.

  2. Amount deducted but failed transaction:

    In case where the amount has been deducted from the consumer’s bank account or credit card or other method, but e-gold is not credited to the Wallet then the refund will be auto initiated and made to the source in 2-3 days. This reversal is usually done by the Payment Gateway directly. There is no credit of the E-gold/E-Silver to your MUSE wallet. In case of delay, you can contact the support listed on the Wallet App-MUSE or website here.

  3. Wherein the case of fraudulent use of cards or identity theft.

    The consumer will report of the same immediately along with the intimation to the cyber cell where required. The company has ensured steps to prevent such cases which have been on the rise of late. However, the reversal of the funds will be to the source. The company will also nullify the entire BUY related to such Wallet account, with assets frozen at the time of report received by the company (9am to 5 pm) and the refund of amount will be settled based on the remaining e-gold in the Wallet. In the instance where such purchase of E-gold has been partly redeemed by fraudster only such balance remaining in the wallet will be redeemed to the source.

  4. Further, we have provided various checks and balances to avoid frauds and chargebacks through account verification, queuing method, delay in BUY and SELL of e-gold and various other available methods which may be charged to the consumer for their safety.

Failed Physical SWAP:

  1. What happens to the e Gold not redeemed within twenty-four hours of SWAP (where available) (physical Gold) options or on the date of delivery by the user?
  2. The bullion is credited back after adjusted to the day's price of the e-gold.
  3. For any further clarifications and queries you can write us or contact us on this website or support on the MUSE App.

Other Relevant Terms

  1. Receipts and invoices are generated company on the APP/platform any discrepancy in the invoice should be notified on the details mentioned In the contacts
  2. All transaction related issues would be dealt by the payment gateways in case of the deductions from the bank account, credit card of the consumer which were not authorised by the consumer or the user. This is related to unauthorised transactions as defined under the banking transactions protocols.
  3. Refund policy – Any refunds in the above situation will be initiated only in case the account of the company is credited.
  4. Further the refunds will be made to the consumer in case any discrepancy is found in the specifications of the goods sold by the platform.
  5. Denominations- all denominations of the coins and bars are subjected to the availability with the Company or as may be authorised by the Company.