Refund Policy
This Refund Policy outlines the circumstances under which White Wrenn Services Private Limited ("we," "us," "our") may issue a refund for transactions made through our platform.
1. Nature of the Service
You acknowledge that our service involves the digital management of a portfolio backed by physical gold and silver. We do not deliver the physical asset to you. Therefore, traditional "refunds" for product returns are not applicable in the standard sense. Refunds, where granted, are treated as a reversal of a transaction based on the prevailing market price of the metal.
2. Eligibility for Refund
Refunds may be considered only in the following specific scenarios:
* Failed Transactions: If a "Buy" transaction is initiated by you and the payment is successfully debited from your account, but the corresponding metal is not credited to your portfolio due to a technical error on our platform.
* Duplicate Transactions: If an identical transaction is processed more than once due to a system error.
* Unauthorized Transactions: If a transaction is proven to be fraudulent and occurred without your authorization, subject to the outcome of our investigation and your compliance with our security protocols.
3. Refund Process
To request a refund, you must:
1. Contact us at [Insert Email Address, e.g., support@whitewrenn.com] within 48 hours of the transaction in question.
2. Provide your full name, registered email address, transaction ID, date, time, and a detailed explanation of the issue.
We will investigate the request and may require additional information. If the request is validated, the refund will be processed to the original source of payment within 7-10 business days. The refund amount will be based on the prevailing market price of the metal at the time the original transaction was executed.
4. Non-Refundable Situations
No refunds will be provided under the following circumstances:
* Market Fluctuations: We do not offer refunds based on changes in the market value of gold or silver after a transaction is completed. The value of your portfolio fluctuates with the market.
* User Error: Transactions initiated correctly by you, even if done in error (e.g., buying instead of selling), are not eligible for a refund.
* Fees: All processing, transaction, or management fees are non-refundable unless the transaction itself is deemed failed by us.
5. Contact Us
For any questions regarding this Refund Policy, please contact us at:
White Wrenn Services Private Limited
legal@whitewrenn.com
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