Refund and Cancellation Policy

Last updated: 9 October 2026. This is the refund and cancellation policy for PayU merchant onboarding.

This policy applies to payments made to Swamika Finnovations Private Limited (CIN U74999TN2022PTC153068), registered office at No. 9, 2nd Cross, Nagratpethpet, Ganigarpet, Bangalore City, Bangalore North, Bengaluru, Karnataka 560002, India for SwarnaSakhi digital gold, digital silver, and related delivery charges. Payments are collected by PayU Payments Private Limited.

1. When a buy cannot be cancelled

Once payment is captured and the grams are credited to your locker, the purchase is complete. It cannot be voided or refunded to the original UPI or card as if the sale had not happened. Gold and silver are priced live. To exit, sell the grams in the app at the live sell rate. The sell rate may be lower or higher than your buy rate. That difference is market movement, not a refundable fee.

2. When we refund the payment

We refund the captured amount to the original payment method when:

• The payment succeeded but the Custodian did not allocate the metal, and we cannot complete that allocation.
• You were charged twice for a single order.
• A payment was captured after you had already left the checkout and no order was created.
• We cancel an order before allocation because KYC or a fraud check failed.

Refunds are initiated within 7 business days of us confirming the failed or duplicate payment. Your bank or UPI app may take further time to show the credit. We do not refund in cash.

3. Payments that never capture

If money leaves your account and then returns because the payment failed or was abandoned, that reversal is done by your bank or by PayU. We do not receive those funds. If the debit is still pending after 3 business days, write to us with the UTR or PayU reference and we will trace it.

4. Sell payouts are not refunds

A sell pays the live sell value to your verified bank account. It is a new transaction. It is not a cancellation of the original PayU payment, and GST paid on the buy is not returned as a separate credit.

5. Delivery charges

You may cancel a delivery request before the Custodian has started minting or dispatch. After minting or dispatch, making and shipping charges are not refunded unless we failed to deliver as described in the Shipping and Delivery Policy.

6. How to ask

Email support@swamika.co with your registered mobile number, the amount, the date, and the payment reference. We acknowledge refund requests within 2 business days. If you are not satisfied, use the Grievance Officer.