Can I get a refund for a Gold Unit?
Gold Unit purchases from the Official Shop are generally final and non-refundable once the Gold Unit has been delivered to your account.
A Gold Unit is considered delivered when it appears in your platform inventory.
This rule applies because Gold Units are digital items delivered promptly after purchase and begin participating in the platform’s reward mechanics after activation.
When may a refund be available?
A refund may be available in the following situations.
Non-delivery
Your payment was confirmed and charged, but the Gold Unit was not delivered.
If AYNI Gold cannot deliver it within 72 hours after payment confirmation, you may choose between later delivery and a full refund.
Duplicate charge
You were charged more than once for the same purchase.
The duplicate amount may be refunded in full.
Incorrect amount
The amount charged was different from the price displayed at checkout.
AYNI Gold may refund the difference. You may also request cancellation and a full refund, in which case the Gold Unit will be cancelled.
AYNI Gold technical error
A technical error on AYNI Gold’s side materially affected the purchase, such as delivery of a different tier.
AYNI Gold may correct the error or issue a refund if correction is not possible.
Cancellation before delivery
AYNI Gold cancelled the order before delivering the Gold Unit, including for eligibility, availability or compliance reasons.
The purchase will normally be refunded in full.
Mandatory consumer rights
A refund may also be available when required by applicable law.
Nothing in the Refund Policy removes consumer rights that cannot legally be excluded or waived. The full Refund Policy is published on the AYNI website.
What does immediate delivery mean for EU, EEA and UK consumers?
Consumers in some jurisdictions may ordinarily have a 14-day right to withdraw from a distance contract.
For digital content, that right may be lost when:
the consumer expressly requests immediate delivery; and
the consumer acknowledges that delivery causes the withdrawal right to be lost.
At checkout, you may be asked to provide this consent.
Delivery begins when the Gold Unit is credited to your account.
If delivery has not begun or the required consent was not provided, any applicable statutory rights remain unaffected.
When is a refund not available?
Except where the Refund Policy or mandatory law provides otherwise, a refund is not available because of:
a change of mind after delivery;
rewards being lower than expected;
rewards being delayed, changing or being zero;
changes in the price of gold, PAXG or AYNI;
limited or unavailable Marketplace liquidity;
inability to sell the Gold Unit;
expectations created by a calculator, projection or third-party statement;
the Gold Unit being listed, sold, transferred or externalised;
associated rewards already being claimed or used;
account restrictions applied under the Terms;
loss of access to an email account or wallet;
taxes, bank fees or currency-conversion costs.
Are Marketplace purchases refundable?
No. Marketplace transactions are user-to-user transactions and are final once executed.
AYNI Gold does not refund or reverse:
the Marketplace purchase price;
the Marketplace service fee;
a completed sale because either party changed their mind.
A seller may cancel an active listing only before a buyer completes the purchase.
How do I request a refund?
Contact AYNI Gold through:
the in-app support chat; or
Include:
the email address connected to your platform account;
the transaction date;
amount and currency;
payment method;
transaction or order reference;
payment-provider receipt, if available;
a clear description of the issue.
Requests concerning a duplicate charge or incorrect amount must be submitted within 60 days of the charge.
Report non-delivery and unauthorised-payment issues as soon as possible.
How quickly will AYNI Gold respond?
AYNI Gold aims to acknowledge refund requests within 24 hours.
Support may request additional information or require identity verification before processing the request.
How is an approved refund paid?
Approved refunds are normally:
returned to the original payment method;
paid in the currency originally charged;
sent to the person or account that made the payment.
A refund cannot normally be sent to another card, bank account, wallet or person.
If the original method is no longer available, AYNI Gold may agree on another lawful method.
How long does a refund take?
After AYNI Gold approves and initiates the refund, the payment provider or bank normally takes 5–14 business days to return the funds.
AYNI Gold does not compensate for exchange-rate changes or fees charged by your bank or card issuer.
What happens to the Gold Unit after a refund?
When a purchase is refunded or reversed:
the Gold Unit is cancelled and removed from your account;
its reward accrual stops from the cancellation date;
accrued but unclaimed rewards are cancelled;
claimed or settled rewards may be deducted from the refund amount or recovered under the applicable terms.
What should I do about an unauthorised payment?
Contact AYNI Gold and your bank or card issuer immediately.
AYNI Gold may:
suspend the related Gold Unit;
suspend Marketplace listing or transfer;
temporarily restrict claims or withdrawals;
request identity verification;
investigate the transaction;
share relevant information with payment providers or authorities where legally required.
What happens during a chargeback?
While a chargeback or payment dispute is being investigated, AYNI Gold may restrict the related Gold Unit and account.
If the payment is finally reversed, the Gold Unit may be cancelled and its associated rewards cancelled or recovered.
A bad-faith chargeback concerning a Gold Unit that was correctly delivered may be treated as a breach of the Terms and Refund Policy.
Contact AYNI Gold first when you believe a charge is wrong. Many payment issues can be resolved faster without a formal card dispute.
What information should I save after a purchase?
Keep:
the checkout confirmation;
payment-provider receipt;
order or transaction reference;
the displayed tier and price;
the delivery confirmation;
relevant support messages.
These records help support investigate non-delivery, duplicate charges and incorrect amounts.