Merchant-payment refunds, reviewed by support.

Last updated July 12, 2026

How to request review

In the Aubstrac app, open Account, then Settings, then Support, select Payment, and submit the payment reference and a clear description. Contact support within 24 hours of successful payment capture for a normal request. There is no one-tap refund or public refund-execution endpoint.

Submitting a request does not guarantee approval. Aubstrac may ask the merchant and customer for evidence, review payment and fulfilment records, and reject requests that do not meet this policy.

Eligibility

What can qualify

The MVP supports whole merchant-payment refund cases only; it does not refund selected line items or an operator-entered partial amount. Eligible reasons can include a duplicate charge, incorrect bill, non-delivery, unauthorized payment, technical failure, merchant-approved cancellation, a statutory remedy, or an exceptional case approved after manual review.

A change in Gold/Silver market price, spread, reward value, buyer's remorse, or dissatisfaction with market performance is not a refundable reason. The live value of metal sold during an approved case may be above or below its original reward allocation.

Fraud, duplicate charges, technical failures, chargebacks, statutory rights, and explicitly approved exceptions may be reviewed outside the normal 24-hour window. The exception and its reason must be recorded; applicable statutory rights are not limited by this policy.

Reward treatment

Exact reward grams are reserved and sold after unlock

If the reward-metal purchase completed, Aubstrac freezes the exact authoritative Gold or Silver grams bought for that payment. Those reserved grams cannot be sold or physically redeemed through another flow. After 48 hours from the original trade execution, Aubstrac sells exactly those grams using the then-current live Augmont sell rate and applicable spread. Operators cannot type or change the quantity.

The actual net metal-sale proceeds go to the customer's active default verified Augmont-linked bank account. Market gains and losses belong to the customer, so those proceeds can be higher or lower than the original reward allocation. If metal execution never completed, Aubstrac cancels the pending reward and no recovery sell is created.

Timing

Two money legs, reconciled independently

Aubstrac aims to review a complete request within two working days, but fraud, merchant evidence, provider investigation, KYC, bank readiness, the 48-hour metal lock, or legal review can take longer. When reward metal completed, the fixed original-method refund equals the captured payment minus the original reward allocation. The fixed cash refund begins only after the exact-gram sell is confirmed. The metal-sale proceeds are paid separately to the verified bank.

Example: a ₹1,000 payment with a ₹60 reward produces a fixed ₹940 original-method refund. If the exact grams later sell for ₹55, the total customer return is ₹995; if they sell for ₹65, it is ₹1,005. After Razorpay processing begins, the fixed cash leg normally takes 5–7 working days to appear. Metal withdrawal and bank timing are separate. Aubstrac does not create a wallet or stored cash balance and cannot bypass provider controls. If no metal buy completed, the full captured payment is the fixed cash refund.

Responsibility

The merchant remains responsible for goods and services

The merchant remains responsible for the bill, delivery, cancellation, quality, and underlying customer service. Customers should raise those facts with the merchant and include the outcome in their Aubstrac support request. Aubstrac controls only the Aubstrac-linked payment-refund review and execution path.

Merchant settlement recovery is handled separately. A merchant payout already in flight must first be reconciled safely. Failed metal payout, missing KYC/bank readiness, multiple Route transfers, or ambiguous provider state requires manual resolution and never causes the same grams to be sold twice.