FAQ


About Us

  1. Questions on the physical products

Ans - Please refer to the ‘About us’ section on our website.

1.1  How many days will it take for my parcel to be dispatched?

Ans - Your parcel will get delivered within 1 to 10 working days depending on the real time situation.

1.2  How many days will it take for my parcel to be dispatched?

Ans - The dispatch time varies as per the address selected. The estimate delivery date is mentioned on your order as per your address.

1.3  Why is the actual product weight different from the displayed weight given on the website?

Ans - Our customer service will always confirm the actual weight of your parcel before shipping.

1.4  What is the purity of your products?


Ans -


●      Jewellery is of 22K,Gold coins and gold bars are of 24K

●      Every product has details of the purity

●      All our products are BIS Hallmark certified

●      All our products have a trademark of AOFY


1.5 What are the delivery charges for Gold/Silver jeweler products?

Ans - We do not charge any delivery fees from our customer. It is absolutely FREE.

1.6 Do you have cash on delivery (COD) option for physical purchase?

Ans - COD is currently not available. We accept prepayment only at this point.

1.7 How to pick-up products bought through smart buy?

Ans – Go to Profile >-- Smart Buy Orders >-- Select the option Pick-Up as shown in below picture make the remaining payment and enter the shipping address product will be delivered to your doorstep within 1 to 10 working days.

1.8 What is the return\Buyback policy like?

Ans - Profile >-- About US >-- Policies

2. Application function introduction

2.1 Order Tracking

2.1.1       How do I check my smart buy order history?

Ans - On your Smart Buy App, go to ‘Profile’ and click on ‘Smart buy order’. Alternately, you can also check on ‘orders in the reservation’.

2.1.2       How do I view all my orders?

Ans - On your Smart Buy App, go to ‘Profile’ and click on ‘My order’. You can see all the historical order information.

2.2 Member Centre


2.2.1 What is AOFY’s member level?


Ans - Only AOFY members can transact with Smart Buy. Each level has different benefits.


2.2.2 How to upgrade to VIP level?


Ans - To upgrade to VIP level, you need to qualify for the below given 3 points:


1. You need a referral code
2. You must read the risk disclosure book
3. You must have an account credit of the corresponding amount


2.2.3 What are the benefits of upgrading on VIP levels?


Ans - Higher VIP Levels allows you to:


●      Book much more weight of gold/silver in one order

●      you can hold much more value of reservation of total orders

●      you will be charged less service fee for more weight of gold/silver


Following are the benefits of each level:



2.2.4 Is the VIP level valid permanently?


Ans - Yes, after activating any VIP level, it will be valid permanently.


2.2.5 Some other nouns explanation of VIP levels


Ans -


Benefits Explanation
Max cumulative amount for reservation -
Single gold order max weight -
Max size for gold orders -
Number of appointments per day -



2.3 Recharge & Withdraw Related Questions (My Wallet)

2.3.1 Which recharge methods does AOFY support?


Ans - AOFY supports the below methods of recharge:

●      Net Banking

●      Debit Card

●      UPI

●      Wallet


2.3.2 How to recharge to my AOFY wallet?


Ans - On your Smart Buy App, go to "Profile" click on "My wallet" and then click on "Recharge".
When you place an order, if your balance is insufficient, it will also automatically skip to the recharge page.

2.3.3 How to transfer funds to my bank account?


Ans - On your Smart Buy App, go to "Profile" click on "My wallet" and then click on "Withdraw"
*Your bank account should be linked for this option


2.3.4A How long will it take for my money to get credited to my wallet after recharge?


Ans - Normally it should get credited to your wallet immediately.
If it does not get credited on time, please contact your service provider or AOFY customer service, we will look into it at the earliest.


2.3.4B How long will it take for my money to get credited to my bank account after withdrawal?


Ans - Normally it should get credited to your bank account immediately.
If it does not get credited on time, please contact your service provider or AOFY customer service, we will look into it at the earliest.


2.3.5A Is it possible that the amount may not get credited to the wallet immediately after recharge?


Ans - Based on the current issue between Indian banks and Payment Gateway vendors, there is a possibility that the money may not get credited on time.
Please check with cash free for the reason.


2.3.5B what are the possibilities of a recharge fail


Ans -

●      Request time out (OTP not entered within time)

●      If UPI then they have to check whether UPI handle is active to VPA

●      If customer is not maintaining enough balance, then bank doesn’t allow to transact

●      Sometimes bank doesn’t give transaction failure reasons so ask customer to check with bank for reason or check the flow which is he/she trying to do.

●      Beginning of month from 1st day to 5th day, transactions failure rate will be high

●      If any amount is debited will get reversed in 3-4 days, sometime customer might not have stable internet connection so they cannot transact.

●      Net banking needs stable connection, SBI and few govt banks doesn’t have strong servers for transaction

●      If you are checking service alerts that bank is down, then same needs to be shared with customer so they will not try to transact for several times

●      There is 85-90% of card has successful transaction rate

●      UPI have 65-70% of successful transaction rate



2.3.6A What to do if the recharge money is not credited to my AOFY wallet?

Ans - In such a scenario please contact your service provider or AOFY customer service and furbish the below details:

●      Your bank debit record

●      Your registered phone number


Based on this information, we can confirm the recharge details and solve your issue ASAP.
*the issue will be resolved within 24 hours (working days), according to process required.


2.3.6B What to do if the recharge money is not credited to my bank account?

Ans - In such a scenario please contact your service provider or AOFY customer service and furbish the below details:

●      The amount of withdrawal

●      Your registered phone number


Based on this information, we can confirm the recharge details and solve your issue ASAP.
*the issue will be resolved within 24 hours (working days), according to process required.


2.3.7 What is the open window time for recharge / withdrawal?


Ans - The open window timings are mentioned below:


Recharge05:30am - 01:30am (Monday-Sunday)
Withdrawal05:30am - 17:00pmMonday-Friday)


2.3.8 What are the withdrawal conditions / limitations


Ans - The withdrawal conditions are as given below:

●      Only available amount can be withdrawn
* you can check "profile" and click on "available amount"


Restrictions/Limitations

●      The Money recharged today can only be withdrawn by tomorrow’s open window time

●      The Money used today for  smart buy can only be withdrawn after the order is cancelled.


2.3.9 Is there any extra charge for recharge and withdraw?


Ans - The extra charges are given below:


Recharge: Free


Withdrawal: INR 1000 or less - 29.50 INR
INR 1000 More - 2.95% INR


2.3.10 Why do I need to pay the withdrawal charges?


Ans - According to the RBI anti money laundering requirements, to avoid users laundering money through AOFY wallet, there is a certain fee for withdrawal. For more details please check “recharge and withdraw rate".


2.3.11 What is cash free?


Ans - Cashfree is one of the safe and secure payment gateways company and it is regulated by RBI. All payment transactions take place through cashfree and it has five different options to recharge your wallet which is very convenient for the customer.


2.4 My Bank


2.4.1 Why do I need to link my bank account?


Ans - Your bank account needs to be linked to keep your money safe. The money which you withdraw will only go to the bank account you have linked.

2.4.2 Is it safe to link my bank account?


Ans - Yes, your bank information is confidential and is only for verifying with the RBI record.


2.4.3 How to change the linked bank account?


Ans - You have to remove your previous account and the system will prompt you for an OTP. Once the OTP is entered, you can add your other bank account.


2.5 Parameter Setting


2.5.1 What is parameter setting?


Ans - Function definition only
1: It only effect to smart buy order
2: It will take auto action on each order according to setting. to avoid that can't take any action due to internet issue


2.5.2 If I change the parameter setting will that affect my previous ongoing smart buy transactions?


Ans - After you change the parameter setting, it will be implemented on your next smart buy order


2.5.3 What is variation limit


Ans - Variation limit is explained as below:


The percentage to auto stop profit of pre-payment
The percentage to auto stop loss of pre-payment


2. 5.4 How to decide the number of variation limit


Ans - You can decide the variation limit according to your personal preference:


positive of percentage of pre-payment which u expect to auto cancel or approach to cancel
negative of percentage of pre-payment which u expect to auto cancel or approach to cancel


2. 5.5 What is price deviation?


Ans - The difference which reflects when you are making the Smart Buy order due to real-time rate fluctuation.


2. 5.6 What is password free amount?


Ans - There is a feature on the App which helps you to set an amount which is acceptable so that you don’t need to enter the password each time while placing Smart Buy orders.


2.6 Account Security


2.6.1 How to reset log in password


Ans - Click on Forgot password and reset with OTP.


2. 6.2 How to reset payment password?


Ans - Go to "Profile”. Then go to "Account Security" then go to "Modify Payment Password". You have to Answer all security questions and reset your password.


2. 6.3 What is the use of setting security questions & answers?


Ans - It is to keep your account safe and secure and help you to reset the payment password safely.


2. 6.4 How to reset the security question?


Ans - Check the question that is prompted under forget the security answer
(Go to Profile > Account Security > Reset the security questions) Set all answers for security questions.


2. 6.5 How to reset the security answers if I forget?


Ans - Follow the forgot password process.



2.7 coupon center


2.7.1 From where can I get the voucher?


Ans - Vouchers will be sent to the customer by the service provider.


2. 7.2 For what can I use the vouchers?


Ans - Vouchers are currently available only for Smart Buy transactions.


2. 7.3 Can I make Smart Buy transactions using multiple vouchers?


Ans - Only one voucher can be used per order.


2. 7.4 Can Smart Buy prepayment amount be more than the voucher value?


Ans - Yes, the system will deduct voucher amount first, the extra amount will be deducted from the available balance.


2. 7.5 Can I withdraw the profit amount which is earned by using voucher?

Ans - You can withdraw the profit amount which is earned by using the voucher but the voucher money will not get credited to your wallet.



2.8 Promotor


2.8.1 What is a promoter?


Ans – Customer can generate their own referral code from promoter option and make their friends, relatives etc. registered with aofy to earn commission on their transactions.


2. 8.2 How to become a promoter?


Ans- Go to Profile >-- Promoter >-- To Promote, generate your own referral code and share with your clients.


2. 8.3 What is the promoter commission rate?


Ans - To know about the promoter commission you need to contact to your service provider or contact to aofy customer care help desk.




2. 8.4 How to settle?


Ans – Everyday after 1:30 AM commission will be settled to the promoter’s Aofy wallet.


3. Smart Buy


3.1 What is smart buy?


Ans - Smart Buy allows you to book the gold/silver Bars at certain rate and wait for the price to fluctuate. When you see enough fluctuation you can cancel your order and you will get the price difference value as your profit, (E.g. if you book 100 Gram Gold bar at a price of 4000 Per Gram and the amount increases to 4020 per gram then the price difference value is Rs.20 for 1 Gram, And as you have booked 100 gram then 20 multiply by 100 which means Rs.2000 will be your profit).


3.2 What is the open window time for smart buy?


Ans - Monday to Friday - 5:30am to 1:30am

Saturday and Sunday smart buy functions are not accessible due to the inventory work.



3.3A How to do Smart buy-practicing


Ans - There is an option in the "Profile” page by the name "how to do smart buy". Click here and start your practice sessions.

3.3B How to do Smart buy-strategy


Ans - Your service provider will be the best person to assist you with the strategy for Smart Buy.


3.4 When can I cancel my Smart Buy orders?

Ans - Your Smart Buy orders will be cancelled under these circumstances:


1. Self-cancellation.
2. When the amount reaches the parameter setting
3. On every Saturday at 1:30 am


3.5 How to pick-up products which are bought through smart buy?


Ans - You can choose pickup option. Pay the remaining balance of gold/Silver price and get the physical product delivered at your doorstep within 1 to 10 Working Days.


3.6 Is there any extra TAX or GST on smart buy transactions apart from Service Fee?

Ans - It is charged according to different weight of the product and member level. Only service fees is charged which includes GST.


4 Gbean


4.1 What is Gbean?


Ans - Gbean is a reward that you get when you do smart buy transactions.


4.2 How to use Gbean?


Ans - Gbean can be redeemed to buy physical Gold / silver products.

4.3 How many Gbean I can get per transaction?

Ans - Gbean can be generated by doing smart buy transactions. For every 100 rupees you will get 1 Gbean.


4.4 How to get more Gbeans?


Ans - To get more Gbeans you need to do more smart buy orders.


4.5 How to use Gbeans?


Ans - Gbean can be redeemed to buy physical Gold / silver products.


4.6 How often is the 100% Golden Bean activity?


Ans - 100% Gbean redemption offer is available every month for 1 week.


4.7 Are 33% of GBean products always available?


Ans - Yes.


4.8 Can Gbean be used for smart buy


Ans - No, Gbean can be used only for physical Gold / silver purchases.


4.9 Gbeans will be valid for how many days?


Ans - Gbeans will be valid for 60 days.


5 real-time rate chart questions


5.1 How does the Real-time rate chart display mechanism function?


Ans - The first opening price per minute is recorded, and other price changes follow the market.


5.2 5 minutes and above price display mechanism


Ans - Different levels of display are lagging, for example: 5 minutes level, only shows the last 5 minutes.


5.3 Rate analysis software -Gold online


Ans - Gold online application is used to do market analysis by the experts.


6 Gold online

7 OTP not receiving

7.1 What should I do if I cannot receive OTP when I register?


Ans - Restart the mobile. If the issue persists then contact AOFY customer care.