What are the Terms & Conditions of Physical Gold Withdrawal on Pluang?

Here are the things you must pay attention to when you want to make a physical withdrawal of gold on the Pluang application:

1. Physical withdrawal of gold can only be done by customers who have successfully verified their identity.

2. The gold delivery address must match the address listed on the verified identity card (KTP).

3. Users can only use their domicile address or office address as an alternative delivery address other than the address on their ID card, by attaching the following requirements:

• Certificate of domicile issued by the sub-district where the user resides if the user wishes to use a domicile address.
• For customers who want their gold sent to their work address, they must attach a work certificate from HRD (personnel department) or they can also include a photo of their company ID card and a selfie with the company ID card.

4. If within 5 working days you have not been able to complete the requested documents, the withdrawal will be cancelled.

5. Withdrawal of physical gold will be subject to a printing fee which depends on the nominal grams of gold to be printed. The cost of printing physical gold can be checked in the image below.

6. The amount of gold delivery fees or shipping costs depends on the distance or delivery location.

7. If physical gold withdrawal is done through Pluang, the gold minting fee and shipping costs will be converted into the equivalent amount of gold (grams), which will automatically reduce the available gold balance.

8. Gold will be shipped from Jakarta.

9. The physical gold withdrawal process takes 5 working days, not including delivery time (depending on the delivery area).

10. Before the gold withdrawal process takes place, the Pluang team will verify your physical gold withdrawal request. You will receive an email containing instructions to schedule the verification process. If you do not receive this email, please check your Spam folder or contact Pluang Care.

11. Verification scheduling can only be submitted within 5 working days from the date of your physical gold withdrawal request through the app.

12. Once scheduling is successfully completed, the Pluang team will contact you to conduct a video call via Google Meet for confirmation. Please use your registered email during the video call.

13. If you fail to schedule the verification within 5 working days, your physical gold withdrawal will be canceled, and you will need to submit a new withdrawal request.

14. Our team will contact you for confirmation on business days between 09:00 - 17:00 WIB.

15. If a physical gold withdrawal is canceled, no fees will be charged and your gold balance (in grams) will be fully returned to your Pluang account.

16. If the receipt of gold is represented by a sibling or family member living in the same household, the representative must show a photo of the ID card (KTP) of the account holder requesting the withdrawal. Additionally, the account holder must provide the representative’s phone number during the confirmation process. The logistics provider will then contact the account holder to confirm the recipient’s details.

17. The gold withdrawal confirmation process can only be carried out via video call using the registered and verified Pluang account email.

18. If the user wishes to cancel the physical gold withdrawal request, the cancellation request must be submitted via email to tanya@pluang.com. This request must be confirmed within a maximum of 5 working days from the date the withdrawal request was submitted. Once the cancellation request is submitted via email, the estimated cancellation process at Pluang will take a maximum of 1 working day after cancellation is confirmed.

19. Pluang does not issue an invoice for physical gold withdrawals. However, users can use the physical gold withdrawal transaction record available on the Transaction History page as proof.

20. Currently, physical gold withdrawal services cover all regions of Indonesia.