Kalyan Jewellers — Clarification Regarding Making Charges and Gold Booking Terms

I am writing to raise a formal complaint and request clarification regarding the making charges applied to a gold purchase booked by my father and mother.

My father and mother had previously booked gold at a rate of **₹13, 350 per gram**. An amount of approximately **₹13 lakh has already been paid** towards this gold booking. Since the current gold rate is higher than the booking rate, they recently visited the Kalyan Jewellers store to proceed with the purchase.

At the time of booking, they were informed that the **making charges would start from 2.5%**. Based on this information, they selected the jewellery with the understanding that the making charges would be approximately 2.5%.

However, when they proceeded with the billing, they were informed that the making charges being applied were approximately **2.8%**.

They were also informed that the making charges are being calculated based on the **current gold price**, rather than the gold price at which the gold was originally booked. We find this unclear and would like a proper written explanation regarding the basis of this calculation.

Furthermore, **I have not found any terms and conditions in the booking documents stating that the making charges can fluctuate according to the current gold price or that they will be recalculated based on the gold price prevailing at the time of final billing rather than the original booking price.**

Since approximately **₹13 lakh has already been paid**, I believe it is reasonable to expect complete transparency regarding the applicable making charges and the calculation method.

Since the gold was booked at a specific rate of **₹13, 350 per gram**, I would like to understand why the making charge percentage and calculation method are different at the time of billing.

I therefore request clarification on the following:

1. Why were my father and mother informed that the making charges would start from **2.5%**, while approximately **2.8%** is being applied at the time of billing?
2. If they selected the jewellery based on the understanding of a 2.5% making charge, why is a higher percentage being charged at the time of purchase?
3. Why are the making charges being calculated based on the **current gold price** rather than the gold price at which the gold was originally booked?
4. I have not seen any terms and conditions stating that the making charges can be recalculated according to the current gold price instead of the original booking price. **Please provide the specific term, condition, or written document that supports this calculation.**
5. Please confirm whether this calculation method was clearly communicated to my father and mother at the time of booking.
6. Please provide the **complete and detailed calculation** of the making charges applicable to this purchase, including the exact percentage, the gold value used for calculation, and the terms applicable to the booking.

I request Kalyan Jewellers to review this matter carefully and provide a **transparent written clarification before my father and mother proceed with the purchase**.

I expect the charges to be applied in accordance with the terms and conditions communicated at the time of booking. If there is a specific policy allowing the making charges to be calculated based on the current gold price, I request you to provide the relevant written terms for my review.

Considering that approximately **₹13 lakh has already been paid**, I would appreciate a clear written response and resolution before any further payment or final billing is made.

I look forward to your prompt response and a satisfactory resolution.

Regards,
SaneeshKumar
Email [protected]@gmail.com