Overview
This No Refund Policy applies to all purchases and transactions made on HOXTAN (website and mobile app). By completing a payment, you acknowledge that successful transactions are final and non-refundable, except where a payment was collected in error and no product, metal, or service was credited to your account.
Digital Gold, Digital Silver, Holdings & SIG
- Once payment is successful and metal grams are credited to your wallet, holdings, or SIG plan, the purchase cannot be refunded, reversed, or cancelled.
- Live metal prices change continuously. HOXTAN does not refund because of rate movement, change of mind, or unused balance.
- To exit a position, you may sell or withdraw eligible metal to your registered KYC bank account at the then-prevailing live rate, subject to app rules, holding periods, and payout processing.
- Stopping or pausing a SIG plan does not refund installments already credited.
Jewellery Orders
- After an order is paid, packed, dispatched, out for delivery, or delivered, it is not eligible for refund under this policy.
- Pre-dispatch cancellation, if available, follows the Cancellation Policy and may attract fees. It is not a general refund right.
- Customised, engraved, made-to-order, or personalised jewellery is non-refundable.
Withdrawals & Payouts
- Once a withdrawal, holdings sell, or SIG payout is approved or paid to your bank, the amount cannot be refunded back as cash from HOXTAN.
- Incorrect bank details provided by you may delay or fail a payout; HOXTAN is not liable to reverse a completed payout.
Payments collected in error
If your payment instrument was charged but metal was not credited, an order was not created, or the payment failed on our records, contact support with the payment reference. After verification with the payment gateway, HOXTAN may reverse the duplicate or failed capture. This is a payment correction, not a product refund.
No cash refund of wallet spent value
Wallet / holdings value shown in the app is the amount you spent on metal (excluding GST where applicable). It is not a cash balance that can be refunded on request. Conversion back to money happens only through sell-back or withdrawal at live rates.
Contact
For payment discrepancies only, email support@hoxtandigigold.com or call toll-free 18005693934.