This Refund & Cancellation Policy applies to all transactions on the Silvra mobile apps (iOS and Android) and website (together, the “Platform”), operated by Silvra Gold Silver Digital Pvt Ltd (“Silvra”, “we”, “us”). It forms part of our Terms & Conditions and is issued under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Silvra lets you buy and sell 24K digital gold and 99.9% pure digital silver, set up SIPs, and request physical delivery of your holdings. All prices are live market prices that change continuously.

Every buy and sell order is executed instantly at the live price shown on your screen, and the metal is allocated to (or released from) your holdings at that moment. Because of this:

• A completed buy order cannot be cancelled, changed or reversed.
• A completed sell order cannot be cancelled, changed or reversed.
• Any gain or loss caused by later price movements is the user’s own.

• You can pause or cancel a SIP at any time from the app. No future instalments will be collected after cancellation.
• You can also revoke the UPI Autopay mandate from your UPI app or bank at any time.
• Instalments that have already been executed are completed purchases and cannot be reversed. You can sell those holdings at the live price whenever you wish.
• If an instalment is debited but the purchase fails, it is refunded as described in Section 4.

4.1 Failed transactions

If money is debited but the order is not completed (for example, due to a network or bank error), the full amount is refunded automatically to your original payment method within 5–7 working days, depending on your bank.

4.2 Duplicate payments

If you are charged more than once for a single order, the extra amount is refunded automatically within 5–7 working days. If it is not, email support@silvras.com with your transaction ID and we will resolve it.

4.3 Payment gateway errors

Payments are processed by our RBI-authorised payment gateway. Where a gateway or bank error occurs, we work with them to complete your refund as quickly as possible.

When you sell, the amount is credited to your verified bank account or UPI ID linked to your Silvra account. The expected credit time is shown in the app before you confirm the sale. Payouts are made only to an account in your own name.

When you request delivery of coins or bars, the equivalent quantity is deducted from your digital holdings and the order is sent for dispatch. Once confirmed, a delivery order cannot be cancelled.

We will replace or refund if:

• The product arrives damaged or the packaging is tampered with
• You receive the wrong product or wrong quantity
• The parcel is lost in transit or returned undelivered through no fault of yours — the metal is credited back to your holdings and delivery charges are refunded

How to report a problem

Email support@silvras.com within 48 hours of delivery with your order ID, photos of the product and packaging, and an unboxing video if available. Please do not accept a parcel whose seal is visibly broken.

Making and delivery charges are not refundable except in the cases listed above.

• Refunds go back to the original payment method (UPI, card or net banking).
• If that is not possible (for example, an expired card or closed account), we refund to your verified bank account in your name after confirming your details.
• Timelines depend on your bank. Delays caused by banks or payment networks are outside our control, but we will help you follow up.

We may hold or reject a refund, and suspend the account, if we find fraud, misuse of this Policy or suspicious activity. Where required, we will report it to the relevant authorities.

• Step 1: Contact support@silvras.com with your transaction details.
• Step 2: If unresolved, write to our Grievance Officer at grievance@silvras.com. We acknowledge within 48 hours and resolve within 30 days.
• Step 3: You may also approach the National Consumer Helpline or the appropriate Consumer Commission.

Disputes are governed by Indian law and subject to the courts at Hyderabad, Telangana, as set out in our Terms & Conditions.

We may update this Policy from time to time. For important changes, we will notify you by email or in-app notice at least 30 days before they take effect. The “Last updated” date above always shows the current version.