Digital Gold Delivery & Redemption Policy

1. Understanding Digital Gold

1.1 What is Digital Gold?

Digital Gold represents your ownership of 24 Karat, 99.9% pure physical gold, stored securely in insured vaults on your behalf. Each unit of Digital Gold you purchase is backed by an equivalent weight of actual physical gold.

1.2 Purity and Quality Standards

• Purity: 99.9% (24 Karat)
• Certification: BIS (Bureau of Indian Standards) certified
• Quality Assurance: All gold meets international hallmarking standards
• Verification: Regular third-party audits to ensure gold backing

2. Digital Storage and Custody

2.1 Secured Vault and Storage

Your Digital Gold is backed by physical gold stored in high-security vaults. These vaults are:

• Located in secure facilities
• Equipped with 24/7 surveillance and security systems
• Accessible only to authorized personnel

2.2 Insurance Coverage

• Full Insurance: All physical gold stored in vaults is fully insured against loss, theft, fire, natural disasters, and other risks.
• Coverage Amount: 100% of the gold value at current market rates
• No Cost to You: Insurance costs are borne by the Company; you are not charged separately.

2.3 Ownership and Title

• Legal Ownership: You are the legal owner of the Digital Gold in your account.
• Custodial Arrangement: The Vault Partner holds the physical gold in custody on your behalf.
• No Direct Access: You do not have direct physical access to the gold until you request redemption.
• Transfer of Ownership: Ownership transfers to you upon successful payment and crediting of Digital Gold to your account.

2.4 Gold Account Statement

Your Gold Account serves as your official holding statement:

• Real-time balance of your Digital Gold holdings (in grams)
• Complete transaction history (purchases, sales, redemptions)
• Current market value of your holdings
• Downloadable monthly/annual statements

Accessing Your Statement:

• Available 24/7 through the App
• Downloadable in PDF format
• Can be emailed to your registered email address

2.5 Audit and Transparency

• Third-Party Audits: Our Vault Partner undergoes regular audits by independent auditors to verify gold holdings.
• Audit Reports: Summary audit reports are made available to users upon request.
• Transparency Commitment: We maintain full transparency regarding the physical gold backing your Digital Gold.

3. Physical Redemption Overview

3.1 What is Physical Redemption?

Physical redemption is the process of converting your Digital Gold into physical gold products (coins, bars, or jewelry) that are delivered to your registered address.

3.2 Eligibility for Redemption

You can request physical redemption if:

• You have a minimum balance of 1 gram of Digital Gold in your account.
• Your KYC verification is complete and approved.
• Your account is in good standing (not suspended or under investigation).

3.3 Redemption Products Available

You can redeem your Digital Gold in the form of:

• Gold Coins: Available in denominations of 1g, 2g, 5g, 8g, 10g, 20g, 50g, 100g
• Gold Bars: Available in denominations of 2g , 4g, 8g, 10g, 20g, 50g, 100g, 500g, 1kg
• Gold Jewelry: Selected designs (subject to availability)

Product Catalogue: View the complete catalogue of redeemable products in the App under the “Redeem” section.

4. Physical Redemption Process

Step 1: Select Product

• Log in to your App and navigate to the “Redeem” section.
• Browse the catalogue of available gold products.
• Select the product you wish to redeem (coin, bar, or jewelry).
• The App will display the exact amount of Digital Gold required for redemption.

Step 2: Review Charges

Before confirming your redemption, you will see a detailed breakdown of charges:

Note: Making charges vary based on the product selected. Coins typically have lower making charges than jewelry.

Step 3: Confirm Delivery Address

• Verify your registered delivery address.
• Update the address if needed (must match your KYC documents).
• Provide a landmark and contact number for easy delivery.

Step 4: Make Payment

• Pay the total amount (making charges + delivery charges + GST) through PhonePe payment gateway.
• Payment must be completed to confirm the redemption order.

Step 5: Order Confirmation

• Upon successful payment, the corresponding Digital Gold will be debited from your Gold Account.
• You will receive an order confirmation via email and SMS with:
• Order ID
• Product details
• Estimated delivery timeline
• Tracking information (once dispatched)

Step 6: Manufacturing and Quality Check

• Your order is sent to our Vault Partner for manufacturing.
• The gold product is minted/crafted as per your selection.
• Quality checks are performed to ensure purity and weight accuracy.
• The product is packaged with a certificate of authenticity.
• Manufacturing Timeline: 3-5 business days

Step 7: Dispatch and Delivery

• Once the product is ready, it is dispatched through our secure logistics partner.
• You will receive a tracking ID via email and SMS.
• Estimated delivery time: 7-10 business days from order confirmation (total including manufacturing).

5. Redemption Charges Explained

5.1 Making Charges

Making charges cover the cost of converting raw gold into finished products (coins, bars, jewelry). These charges vary based on:

• Product Type: Coins have lower making charges than jewelry.
• Weight: Smaller denominations may have higher percentage charges.
• Design Complexity: Intricate jewelry designs have higher making charges.

Typical Making Charges:

• Gold Coins: 0.5-5% of gold value
• Gold Bars: 0.5-3% of gold value
• Gold Jewelry: 2-15% of gold value

Note: Exact making charges are displayed transparently before you confirm redemption.

5.2 Delivery Charges

Delivery charges cover:

• Secure and insured shipping
• Tamper-proof packaging
• Tracking and delivery confirmation
• ID verification at delivery

Delivery Charges: ₹[Amount] (flat rate) or based on product value and location.

5.3 GST (Goods and Services Tax)

• GST Rate: 3% (as per current Indian tax laws)
• Applicable On: Making charges + Delivery charges + Gold value (for physical delivery)
• GST Invoice: Provided with the product

Important: GST rates are subject to change as per government regulations. Any changes will be updated in the App.

5.4 No Hidden Charges

We are committed to complete transparency. All charges are displayed upfront before you confirm your redemption order. There are no hidden fees.

6. Packaging and Security

6.1 Tamper-Proof Packaging

All physical gold products are shipped in:

• Sealed Packaging: Tamper-evident seals to ensure product integrity.
• Discreet Packaging: No external markings indicating valuable contents for security.
• Protective Padding: Secure packaging to prevent damage during transit.

6.2 Certificate of Authenticity

Each product is accompanied by:

• BIS Hallmark Certificate: Certifying 99.9% purity
• Weight Certificate: Confirming the exact weight
• Assay Certificate: From authorized assaying center
• Company Invoice: For your records and tax purposes

6.3 Insurance During Transit

• All shipments are fully insured from dispatch until delivery.
• Insurance covers loss, theft, or damage during transit.
• In case of any incident, we will provide a full replacement or refund.

7. Delivery Process and Timelines

7.1 Logistics Partners

We partner with trusted and secure logistics providers:

• Bluedart
• DTDC
• Sequel
• Other authorized courier services

7.2 Delivery Timelines

Note: Timelines may vary during peak festive seasons or due to unforeseen circumstances.

7.3 Tracking Your Order

• Real-Time Tracking: Track your order status in the App.
• Tracking ID: Sent via email and SMS once dispatched.
• Delivery Updates: Receive SMS/email notifications at each stage.

7.4 Delivery Coverage

• Pan-India Delivery: We deliver to all serviceable pin codes across India.
• International Delivery: Currently not available.
• Remote Areas: Delivery to remote or restricted areas may take additional time.

8. Delivery Verification and Security

8.1 Mandatory ID Verification

To ensure the security of your valuable asset, the following verification is mandatory at the time of delivery:

Recipient Must Present:

• Valid Government-Issued Photo ID:
  • Aadhaar Card
  • PAN Card
  • Passport
  • Driver’s License
  • Voter ID Card

ID Verification Requirements:

• The name on the ID must match the name registered on your App account.
• The ID must be shown.
• The delivery agent will verify and record the ID details.

8.2 OTP Confirmation

• An OTP (One-Time Password) will be sent to your registered mobile number at the time of delivery.
• You must provide this OTP to the delivery agent to confirm receipt.
• This ensures that only you (or your authorized representative) can receive the package.

8.3 Signature Confirmation

• The recipient must sign the delivery receipt.
• The signature will be digitally captured by the delivery agent.
• This serves as proof of delivery.

8.4 Authorized Representative

• If you are unable to receive the delivery personally:
  • You may authorize another person to receive on your behalf.
  • The authorized person must present:
    • Their own valid government-issued photo ID
    • A signed authorization letter from you
    • Your original ID (or photocopy)
  • The authorized person must provide the OTP sent to your mobile number.

8.5 Inspection Before Acceptance

• You have the right to inspect the package before accepting delivery:
  • Check for tamper-evident seals.
  • Verify that the package is intact and undamaged.
  • Do not accept delivery if the package appears tampered with or damaged.

If Package is Damaged:

• Refuse the delivery immediately.
• Contact our Customer Support at [Your Support Phone Number].
• We will investigate and arrange for a replacement or refund.

9. Failed Delivery Attempts

9.1 Delivery Attempts

Our logistics partners will make up to 3 attempts to deliver your order:

• 1st Attempt: As per scheduled delivery date
• 2nd Attempt: Next business day
• 3rd Attempt: Within 2 business days

9.2 Reasons for Failed Delivery

• Recipient not available at the address
• Incorrect or incomplete address
• Recipient unable to provide valid ID or OTP
• Recipient refused delivery

9.3 After 3 Failed Attempts

• If delivery cannot be completed after 3 attempts:
  • The package will be returned to our Vault Partner.
  • You will be notified via email and SMS.
  • We will contact you to re-arrange delivery.

Re-Delivery Charges:

• 1st Re-Delivery: Free of charge
• Subsequent Re-Deliveries: ₹[Amount] per attempt

9.4 Customer Responsibility

To avoid failed deliveries:

• Ensure someone is available at the delivery address.
• Provide accurate and complete address details.
• Keep your mobile phone accessible for OTP and delivery calls.
• Update your address in the App if you have moved.

10. Post-Delivery

10.1 Verify Product Upon Delivery

Immediately upon receiving your gold product:

• Check the Seal: Ensure tamper-evident seals are intact.
• Verify Weight: Check the weight mentioned on the certificate.
• Inspect Quality: Look for any visible defects or damage.
• Match Invoice: Ensure the product matches your order details.

10.2 Reporting Issues

If you find any issues with the delivered product:

• Report Within 48 Hours: Contact Customer Support immediately.
• Provide Evidence: Take clear photos or videos of the issue.
• Retain Packaging: Keep all original packaging, certificates, and invoice.

Contact Customer Support:

• Email: [Your Support Email]
• Phone: [Your Support Phone Number]

10.3 Return or Exchange

• If the product is damaged, defective, or not as ordered:
  • Refer to our Return & Exchange Policy for detailed procedures.
  • We will arrange reverse pickup at no cost to you (for eligible returns).
  • You will receive a replacement or full refund as per your preference.

11. Ownership Transfer

11.1 When Does Ownership Transfer?

• Digital Gold: Ownership transfers to you upon successful payment and crediting to your Gold Account.
• Physical Gold: Ownership of the physical product transfers to you upon delivery confirmation (ID verification, OTP, and signature).

11.2 Risk Transfer

• During Storage: We bear all risks while gold is stored in vaults.
• During Transit: We bear all risks during shipping (fully insured).
• After Delivery: You bear all risks once delivery is confirmed and accepted by you.

12. Force Majeure and Delays

12.1 Events Beyond Our Control

Delivery timelines may be affected by events beyond our control, including but not limited to:

• Natural disasters (floods, earthquakes, cyclones)
• Strikes or labor disputes
• Government restrictions or lockdowns
• Pandemics or public health emergencies
• War, civil unrest, or terrorism
• Technical failures in logistics networks

12.2 Our Commitment

• In case of delays due to force majeure:
  • We will keep you informed of the situation.
  • We will work with our logistics partners to minimize delays.
  • We will not be liable for delays caused by such events.
  • You may cancel your redemption order and have the Digital Gold re-credited to your account (subject to our Cancellation Policy).

13. Cancellation of Redemption Orders

13.1 Before Dispatch

• You may cancel your physical redemption order before the product is dispatched from our Vault Partner’s facility.

To Cancel:

• Contact Customer Support immediately.
• Provide your Order ID.
• Cancellation must be requested within [X] hours/days of order confirmation.

Upon Cancellation:

• Digital Gold will be re-credited to your Gold Account.
• Making charges and delivery charges will be refunded to your original payment method.
• A cancellation processing fee of ₹[Amount] or [X]% may apply.

13.2 After Dispatch

• Once the product is dispatched, the order cannot be cancelled. However:
  • You may refuse delivery (subject to charges as per our Cancellation & Refund Policy).
  • You may return the product after delivery (subject to our Return & Exchange Policy).

14. Customer Support

For any questions or assistance regarding digital gold storage or physical redemption:

15. Amendments to This Policy

We reserve the right to modify this Digital Gold Delivery & Redemption Policy at any time. Any changes will be communicated to you via email or in-app notification. Your continued use of the App after such changes constitutes your acceptance of the modified policy.

Disclaimer

This policy is subject to the Terms and Conditions of the Digital Gold Savings App. In case of any conflict, the Terms and Conditions shall prevail.

Last Updated: October 3rd, 2025