1. Scope
This Policy applies to wallet requests, digital-metal transactions, savings products, fees, physical redemption and delivery.
2. Completed digital purchases and sales
Because precious-metal prices fluctuate, a completed and correctly executed purchase or sale is generally final and is not refundable merely because the market price later changes or the customer changes their mind.
3. Pending or failed transactions
Pending transactions may be completed, cancelled or reversed after reconciliation. Duplicate debits, proven technical errors or amounts received but not credited will be investigated and corrected where verified.
4. Deposits and withdrawals
Unmatched deposits require proof and reconciliation. Withdrawal cancellation is possible only before processing reaches an irreversible banking stage.
5. Smart Saver and locked products
Cancellation, maturity, early closure, penalty, reward forfeiture and settlement rules are the terms accepted for the specific plan.
6. Physical products
Customized, minted, sealed, allocated or dispatched bullion may be non-cancellable except for verified defect, wrong item, shortage or mandatory legal rights.
7. Delivery issues
Damage, tampering, missing content or wrong product must be reported promptly with packaging, unboxing evidence and delivery records.
8. Refund method and timing
Approved refunds are normally returned to the originating channel or wallet after verification. Timing depends on banks, payment providers, holidays and compliance checks.
9. How to request review
Email info@merogold.com with customer ID, transaction/order ID, date, amount, reason and evidence.
Contact MeroGold
MeroGold Holdings Pvt. Ltd.
Kathmandu, Nepal
Website: merogold.com
Email: info@merogold.com
Phone: +977 9842221888