Refund Policy

1. General Refund Policy

Smart Gold Trade ("we", "us", "our") operates a comprehensive refund policy that varies by service type. All refund requests are subject to review and approval based on the specific circumstances and terms outlined in this policy.

Refunds are processed to the original payment method used for the transaction, unless otherwise specified. Processing times may vary depending on the payment method and financial institution.

2. Spot Gold Trading Refunds

2.1 Completed Spot Trades

• You have acquired actual ownership of physical gold
• The gold is stored in your name in a segregated trust account
• You can sell the gold at current market prices at any time
• Refunding would require reversing a completed ownership transfer

To realize your investment: If you wish to exit your position, you must sell your gold at the current market spot price, which may be higher or lower than your purchase price.

2.2 Trading Fees and Commissions

Trading fees, spreads, and commissions are generally non-refundable once a trade is executed. These fees are charged for the service of facilitating spot trades and are Shariah-compliant (not interest-based).

However, refunds may be considered in exceptional circumstances:

• Technical errors on our platform that resulted in incorrect trade execution
• Unauthorized access to your account leading to trades
• System malfunctions causing duplicate charges
• Price discrepancies due to platform errors

2.3 Trading Losses

Trading losses are not refundable. All spot trading involves risk, and you are responsible for all losses incurred from your trading activities. We do not refund losses resulting from:

• Market volatility and price movements
• Your trading decisions
• Market conditions affecting gold prices
• Currency fluctuations

Note: Since we are a spot trading broker (not CFD), your losses are limited to your investment amount. You cannot lose more than you invest.

2.4 Pending Orders

Pending orders that have not been executed can be cancelled at any time without charge. No refund is necessary as no funds have been used and no gold ownership has been transferred until the order is executed.

2.5 No Swap or Interest Refunds

As a Shariah-compliant spot trading platform, we do not charge swap fees, interest, or overnight financing charges. Therefore, there are no such fees to refund. All our fees are transparent and based on services rendered.

3. Investment Plans Refunds

3.1 Mudarabah Plans

Mudarabah investment plans are subject to specific terms:

• Cooling-off Period: You may request a full refund within 7 days of investment, subject to administrative fees
• After Cooling-off: Early withdrawal may be allowed with penalties as specified in the plan terms
• Maturity: Funds are returned at plan maturity according to terms
• No Guaranteed Returns: Investment returns are based on actual profits and are not guaranteed

3.2 Musharakah Pools

Musharakah pool investments:

• Withdrawal terms are specified in each pool agreement
• Early withdrawal may incur penalties
• Refunds are processed according to pool terms and profit/loss distribution

3.3 Investment Fees

Management fees and administrative charges are generally non-refundable once services have been provided.

4. Gold Ownership and Vault Services

4.1 Gold Purchases (Spot Trading)

Ownership Transfer: When you purchase gold through our platform, you immediately acquire ownership of physical gold stored in a segregated trust account. Gold purchases are generally final because:

• You own actual physical gold, not a derivative contract
• The gold is allocated to you in a segregated trust account
• Ownership transfer is immediate and cannot be easily reversed
• You can sell your gold at current market prices at any time

However, refunds may be considered for:

• Duplicate transactions due to technical errors
• Unauthorized purchases from your account
• Price discrepancies due to system errors (within 24 hours)
• Failed transactions where ownership was not properly transferred

Refund Process: If a refund is approved, it will be processed by selling the gold at current market spot price, which may differ from the purchase rate. The difference (if any) will be your gain or loss.

4.2 Gold Vault Storage Services

Storage fees for gold vault services are non-refundable for the period services have been provided. These fees are Shariah-compliant service fees, not interest-based charges. If you close your account or withdraw all gold, unused storage fees (if prepaid) may be refunded on a pro-rated basis.

4.3 Physical Gold Delivery

Once physical gold delivery is initiated and processed, the transaction is final. Delivery fees are non-refundable once shipping has commenced. If you cancel a delivery request before processing, delivery fees may be refunded.

5. Physical Gold Products Refunds

5.1 Return Policy

Physical gold products may be returned under the following conditions:

• Unopened Products: Return within 14 days of delivery in original packaging
• Defective Products: Return within 30 days if product is defective or damaged
• Wrong Products: Full refund if wrong product was delivered

5.2 Return Conditions

Products must be:

• In original, unopened packaging
• Undamaged and unused
• Accompanied by original receipt or order confirmation

5.3 Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong product, defective item).

5.4 Refund Processing

Refunds for physical products are processed within 5-10 business days after we receive and inspect the returned item. Refunds are issued to the original payment method.

6. P2P Trading Refunds

6.1 Transaction Disputes

P2P transactions are between users. Refunds may be issued in the following cases:

• Dispute resolution in favor of the buyer
• Seller fails to deliver as agreed
• Fraudulent transactions
• Platform error causing transaction issues

6.2 Escrow Refunds

Funds held in escrow are released according to transaction terms. If a transaction is cancelled, funds are returned to the buyer, subject to any applicable cancellation fees.

6.3 P2P Fees

P2P trading fees are non-refundable once a transaction is completed, unless the transaction is reversed due to fraud or platform error.

7. Copy Trading Refunds

7.1 Copy Trading Fees

Copy trading subscription fees and performance fees are generally non-refundable. However, refunds may be considered if:

• Service is discontinued before the subscription period ends (pro-rated refund)
• Technical issues prevent you from using the service

7.2 Trading Losses

Losses from copied trades are not refundable. You are responsible for all trading decisions, including the decision to copy a trader.

8. Deposit and Withdrawal Refunds

8.1 Deposits

Deposits are generally non-refundable once credited to your account. However, refunds may be processed for:

• Duplicate deposits due to technical errors
• Unauthorized deposits
• Deposits made in error (subject to review)

8.2 Withdrawal Fees

Withdrawal fees are non-refundable once a withdrawal is processed. If a withdrawal fails due to incorrect information provided by you, fees may still apply.

8.3 Processing Times

Refunds are typically processed within 5-10 business days, but may take longer depending on:

• Payment method used
• Financial institution processing times
• Verification requirements

9. Subscription and Service Fees

9.1 Monthly/Annual Subscriptions

Subscription fees are generally non-refundable. However:

• You may cancel future subscription renewals
• Pro-rated refunds may be available for annual subscriptions cancelled within 30 days
• Refunds for unused periods are not available for monthly subscriptions

9.2 One-Time Service Fees

One-time service fees are non-refundable once the service has been provided, unless the service was not delivered as promised.

10. Refund Request Process

10.1 How to Request a Refund

To request a refund:

1. Log into your account
2. Go to Support section
3. Create a support ticket with "Refund Request" as the subject
4. Provide detailed information about the transaction and reason for refund
5. Attach any relevant documentation

10.2 Required Information

Your refund request must include:

• Transaction ID or order number
• Date and amount of transaction
• Reason for refund request
• Supporting documentation (if applicable)

10.3 Review Process

All refund requests are reviewed within 5-7 business days. We may request additional information during the review process. You will be notified of the decision via email.

10.4 Approval and Processing

Approved refunds are processed within 5-10 business days. Refunds are issued to the original payment method. Processing times may vary by payment provider.

11. Non-Refundable Items

The following are generally non-refundable:

• Trading losses and market losses
• Completed service fees
• Processing fees and transaction fees
• Subscription fees for used periods
• Digital products that have been delivered
• Custom or personalized products
• Products damaged by customer misuse

12. Chargebacks and Disputes

If you initiate a chargeback or dispute with your payment provider:

• Your account may be suspended pending resolution
• We will provide evidence to the payment provider
• If the chargeback is found to be invalid, you may be liable for associated fees
• Repeated invalid chargebacks may result in account termination

We encourage you to contact us directly to resolve issues before initiating chargebacks.

13. Special Circumstances

13.1 Technical Errors

If a technical error on our platform results in incorrect charges or transactions, we will investigate and provide appropriate refunds or corrections.

13.2 Fraud and Unauthorized Access

If your account is compromised and unauthorized transactions occur, contact us immediately. We will investigate and may provide refunds for verified unauthorized transactions.

13.3 Regulatory Requirements

In some cases, refunds may be required by law or regulatory authorities. We will comply with all applicable legal requirements.

14. Refund Methods

Refunds are processed to the original payment method:

• Credit/Debit Cards: 5-10 business days
• Bank Transfers: 5-10 business days
• Digital Wallets: 3-5 business days
• Cryptocurrency: 1-3 business days (subject to blockchain confirmation)

If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

15. Currency and Exchange Rates

Refunds are processed in the original currency of the transaction. If currency conversion occurred, refunds are based on the exchange rate at the time of refund, which may differ from the original transaction rate.

16. Contact Information