Terms & Conditions, Privacy, Payment, Shipping & Refund Policies
Effective Date: 1 September 2026
These Terms & Conditions (“Terms”) govern the use of the Spike Gold website, mobile application and related online services (collectively, the “Platform”).
The Platform is operated by Spike Gold & Jewelry Trading LLC (“Spike Gold”, “we”, “us” or “our”), a company operating in Dubai, United Arab Emirates.
By accessing the Platform, creating an account or placing an order, you acknowledge that you have read, understood and agreed to these Terms.
Spike Gold may update these Terms from time to time. The latest version will always be published on the Platform.
1. Products & Availability
1.1 Product Information
Spike Gold offers precious metals and related products, including gold, silver, platinum and palladium products from various manufacturers, refiners and mints.
We make reasonable efforts to ensure that product descriptions, weights, purity, specifications, images and other information displayed on the Platform are accurate.
Product images are for illustrative purposes. Packaging, serial numbers, production years and minor product characteristics may vary where this does not materially affect the product purchased.
1.2 Product Availability
Spike Gold aims to display only products that are currently available in stock.
Availability is updated regularly; however, in rare cases, a product may become unavailable due to simultaneous orders, inventory discrepancies, technical errors or other unforeseen circumstances.
If a product becomes unavailable after an order has been placed, the customer will be notified promptly. Any payment received for a product that cannot be supplied will be refunded in full.
Spike Gold reserves the right to limit purchase quantities where reasonably necessary.
2. Precious Metal Pricing
2.1 Live Market Pricing
Prices of gold, silver, platinum and palladium are subject to continuous market fluctuations.
Prices displayed on the Platform are based on live or periodically updated market rates together with applicable premiums, charges and other relevant pricing factors.
Prices may change at any time before an order price has been successfully locked.
2.2 Price Lock
Adding a product to the shopping cart does not reserve the product or lock its price.
The applicable precious-metal price is locked when the customer successfully places and confirms the order through the Platform.
Once the price has been locked and the order confirmed, subsequent movements in the precious-metal market will not change the agreed order price.
2.3 Pricing or Technical Errors
Spike Gold takes reasonable measures to ensure that prices displayed on the Platform are accurate.
However, errors may occasionally occur due to incorrect market data, pricing-feed interruptions, technical failures, system errors or other circumstances.
If an order has been affected by an obvious or material pricing or technical error, Spike Gold reserves the right, to the extent permitted by applicable law, to reject or cancel the affected order.
If payment has already been received for an order cancelled solely because of such an error, the amount received will be refunded to the customer.
3. Orders
3.1 Order Placement
An order is considered submitted when the customer successfully completes the checkout process.
Spike Gold may conduct payment, identity, compliance, stock and fraud-prevention checks before fulfilling an order.
3.2 Order Acceptance
Spike Gold may reject, suspend or cancel an order where reasonably necessary, including where:
- payment cannot be verified;
- payment is declined, reversed or disputed;
- a product has unexpectedly become unavailable;
- incorrect or incomplete customer information has been provided;
- a material pricing or technical error has occurred;
- the transaction raises fraud, AML, sanctions or compliance concerns;
- required KYC documentation has not been provided; or
- processing the transaction may violate applicable laws or regulatory requirements.
Where an order is cancelled by Spike Gold and the customer is entitled to a refund, the applicable amount will be returned through the appropriate payment method.
3.3 Customer Information
Customers are responsible for ensuring that all information provided during checkout or account registration is complete, accurate and current.
4. Cancellation, Returns & Refunds
4.1 Precious Metal Orders
Precious-metal prices are directly linked to fluctuations in international financial and commodity markets.
Once a precious-metal price has been locked and an order has been confirmed, the customer may not cancel or modify the order solely because the market price has subsequently increased or decreased.
This is subject to any consumer rights that cannot legally be excluded under applicable UAE law.
4.2 Change of Mind
Unless required by applicable law or expressly approved by Spike Gold, returns or refunds are not accepted solely because a customer changes their mind after the precious-metal price has been locked and the order confirmed.
This does not affect any mandatory legal rights relating to defective, incorrect, misdescribed or otherwise non-conforming products.
4.3 Incorrect or Defective Products
If a customer receives an incorrect, defective or materially misdescribed product, the customer should contact Spike Gold promptly and provide the order details together with appropriate supporting evidence.
Spike Gold will review the matter and provide an appropriate remedy in accordance with applicable law.
4.4 Refunds
Where a refund is approved, it will normally be processed through the original payment method.
Refund processing times may vary depending on the payment provider, card issuer or bank.
5. Payment Policy
5.1 Accepted Payment Methods
Spike Gold accepts the payment methods displayed and available during checkout.
These may include:
- debit and credit cards;
- Apple Pay;
- bank transfer; and
- other approved payment methods made available through the Platform.
Available payment methods may change from time to time.
5.2 Payment Authorization
Orders will only be fulfilled after the required payment has been successfully authorized, received or otherwise confirmed by Spike Gold.
5.3 Bank Transfers
Where bank transfer is selected, customers must follow the payment instructions provided by Spike Gold and complete payment within any specified timeframe.
Spike Gold may cancel an order if payment is not received within the required period.
5.4 Third-Party Payments
Spike Gold may request additional verification or reject payments made from bank accounts, cards or other payment methods belonging to third parties where necessary for fraud prevention or regulatory compliance.
5.5 Payment Reversals and Chargebacks
Customers should contact Spike Gold regarding any genuine problem with an order before initiating a payment dispute or chargeback.
Fraudulent or abusive payment disputes may result in account restrictions or further action where permitted by law.
6. Apple Pay Policy
Apple Pay may be available as a payment method for eligible customers using compatible devices.
Payments made through Apple Pay are securely authorized through Apple’s payment system and the customer’s issuing bank or payment provider.
Spike Gold does not receive or store the customer’s complete card details through Apple Pay.
Customers are responsible for ensuring that their device and Apple Pay account are properly configured and authorized.
Spike Gold is not responsible for transaction failures caused by device problems, bank declines, wallet configuration issues or interruptions to Apple Pay services outside Spike Gold’s reasonable control.
Where an Apple Pay transaction is eligible for a refund, the refund will normally be processed back to the original payment method associated with that transaction.
7. AML, KYC & Regulatory Compliance
As a precious-metals business operating in the United Arab Emirates, Spike Gold is required to comply with applicable anti-money laundering, counter-terrorist financing, sanctions and other regulatory requirements.
Spike Gold may therefore request information or documentation including:
- Emirates ID or passport;
- proof of address;
- company documentation;
- beneficial ownership information;
- source-of-funds or source-of-wealth information;
- payment evidence; and
- any additional information reasonably required for compliance purposes.
Customers agree to provide accurate, complete and authentic information when requested.
Spike Gold may delay, reject, suspend or cancel a transaction where required for compliance purposes or where requested information cannot be satisfactorily verified.
Spike Gold may make reports or disclosures to competent authorities where required by applicable law.
8. Shipping & Delivery
8.1 Secure Delivery
Spike Gold uses appropriate logistics and courier providers for the secure delivery of precious-metal products.
Available delivery options, charges and estimated delivery periods will be communicated during checkout or order processing.
8.2 Delivery Times
Delivery times provided are estimates unless expressly stated otherwise.
Delays may occur due to circumstances outside Spike Gold’s reasonable control, including courier disruptions, customs procedures, security requirements, regulatory checks, public holidays, weather conditions or other unforeseen circumstances.
8.3 Shipping Information
Customers are responsible for providing complete and accurate delivery information.
Spike Gold is not responsible for delays or failed deliveries resulting from incorrect or incomplete information supplied by the customer, to the extent permitted by applicable law.
8.4 Delivery Verification
For security reasons, Spike Gold or its logistics provider may require identification, signature, OTP verification or other proof of authorized receipt before releasing a shipment.
8.5 Damaged or Tampered Packages
Customers should inspect packages upon receipt wherever reasonably possible.
Any visible damage, tampering or discrepancy should be reported to Spike Gold as soon as possible and preferably within 24 hours of delivery, together with photographs, videos and any other relevant evidence.
This reporting period does not limit any rights that cannot legally be excluded under applicable law.
8.6 Risk Transfer
Risk in the products transfers to the customer upon confirmed delivery to the customer or their authorized recipient, subject to applicable law.
9. Store Collection
Where store collection is available, customers may be required to present:
- valid identification;
- order confirmation;
- proof of payment; and
- any additional verification reasonably requested by Spike Gold.
Products will only be released after the required payment, identification and compliance checks have been completed.
Spike Gold may refuse to release products to an unauthorized third party.
10. User Accounts
Customers are responsible for maintaining the confidentiality and security of their account credentials.
Customers must promptly notify Spike Gold if they believe their account has been compromised or used without authorization.
Customers must not use the Platform for fraudulent, unlawful, abusive or unauthorized purposes.
Spike Gold may restrict, suspend or terminate an account where misuse, fraud or legal or regulatory violations are reasonably suspected.
11. Privacy & Personal Data
11.1 Information We Collect
Spike Gold may collect information including:
- full name;
- telephone number;
- email address;
- billing and delivery addresses;
- identification and KYC information;
- transaction and order history;
- payment-related information;
- device and technical information; and
- communications with Spike Gold.
11.2 How We Use Personal Data
Personal information may be processed for purposes including:
- processing orders and payments;
- delivering products;
- providing customer support;
- verifying customer identity;
- preventing fraud;
- meeting AML, KYC and regulatory obligations;
- maintaining transaction and business records;
- improving the Platform and customer experience;
- protecting Spike Gold, its customers and its systems; and
- complying with applicable legal obligations.
11.3 Payment Information
Payments may be processed by authorized third-party payment providers.
Spike Gold does not store complete debit or credit card details on its own servers where those details are processed directly by the relevant payment provider.
11.4 Sharing of Personal Information
Where reasonably necessary, personal information may be shared with:
- payment processors and banks;
- logistics and delivery providers;
- technology and service providers;
- professional advisers;
- regulators and competent authorities; and
- law-enforcement or governmental authorities where legally required.
Spike Gold does not sell or rent customer personal information to third parties for their independent commercial use.
11.5 Data Security
Spike Gold uses reasonable technical and organizational measures designed to protect personal information against unauthorized access, loss, misuse or disclosure.
However, no electronic system or method of transmission can be guaranteed to be completely secure.
11.6 Data Retention
Personal information may be retained for as long as reasonably necessary to fulfil the purposes for which it was collected and to satisfy applicable legal, accounting, AML and regulatory requirements.
11.7 Customer Rights
Customers may have rights relating to their personal information under applicable UAE data-protection laws.
Requests concerning personal information may be submitted to:
Certain information may need to be retained even following a deletion request where retention is required by applicable law, including AML, accounting or regulatory requirements.
12. Intellectual Property
The Spike Gold name, branding, website design, text, graphics, photographs, videos and other content created or owned by Spike Gold are protected by applicable intellectual-property laws.
Content belonging to manufacturers, refiners, mints or other third parties remains the property of its respective owner.
Users may not reproduce, distribute, modify or commercially exploit Platform content without appropriate authorization.
13. Market Information & Investment Disclaimer
Precious-metal prices, charts, market information, articles, calculators and other information made available through the Platform are provided for general informational and transactional purposes.
Nothing on the Platform constitutes personalized investment, financial, tax or legal advice.
Precious-metal prices can rise or fall, and past performance does not guarantee future results.
Customers remain responsible for making their own purchasing and investment decisions.
14. Limitation of Liability
To the maximum extent permitted by applicable law, Spike Gold will not be responsible for losses arising solely from circumstances outside its reasonable control, including:
- fluctuations in precious-metal market prices;
- interruptions to external market-data feeds;
- failures of third-party payment systems;
- courier or logistics disruptions;
- telecommunications or internet failures; or
- unauthorized account access resulting from a customer’s failure to protect their credentials.
Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under applicable UAE law.
15. Force Majeure
Spike Gold will not be responsible for delays or failures to perform its obligations where such delay or failure results from circumstances beyond its reasonable control.
These circumstances may include natural disasters, war, civil disturbances, government restrictions, market closures, banking disruptions, transportation interruptions, telecommunications failures, cyber incidents, strikes or other extraordinary events.
Spike Gold will use reasonable efforts to minimize the impact of such circumstances.
16. Governing Law & Jurisdiction
These Terms and transactions conducted through the Platform are governed by the applicable laws of the United Arab Emirates and the Emirate of Dubai.
Subject to any mandatory consumer-protection or jurisdictional rights under applicable law, disputes shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates.
17. Changes to These Terms
Spike Gold may update these Terms from time to time to reflect changes in its services, business practices, payment methods or applicable legal and regulatory requirements.
The latest version will be published on the Platform together with its effective date.
Changes will not retrospectively alter the agreed commercial terms of an order already confirmed, except where required by applicable law.
18. Contact Information
For questions regarding orders, payments, deliveries, refunds, privacy or these Terms, please contact:
Spike Gold & Jewelry Trading LLC
Deira Gold Souk
Dubai, United Arab Emirates
Email: info@spikegold.com
Website: www.spikegold.com
Telephone: 042269635