Frequently asked questions

1. What is Tenor?

Tenor lets you buy real 24 karat gold online, on a payment schedule you decide. Pay a deposit to lock in your purchase. Then pay the balance monthly.

2. Is Tenor licensed?

Yes. Tenor is licensed by the Dubai Multi Commodities Centre (DMCC) to trade gold.

3. Does Tenor give advice?

No. We don’t tell you whether to buy, keep or sell gold, and we don’t predict the gold price. If you’re unsure, speak to an independent advisor.

4. What gold does Tenor sell?

Real 24 karat gold. We buy it from established suppliers and sell it to you directly. Once you’re fully paid, have it delivered as bars or coins, or sell it back to us.

5. Where is the gold kept?

Stored in an insured vault in the UAE. Yours once fully paid.

6. What if the gold price falls or rises?

Whether the price falls or rises, you still pay the price you agreed. We’ll never ask you for more.

7. Who can use Tenor?

Anyone 18 or over with a valid Emirates ID, a UAE mobile number and an email address.

8. How do I sign up?

Download the Tenor app and sign up with your UAE mobile number.

9. How do I verify my account?

Before your first purchase, you verify your email and your identity, and link your bank account. It’s all done in the app and takes about five minutes.

10. Why do you need to verify my identity?

UAE law requires us to verify every customer, and it keeps your account safe. You’ll need your Emirates ID and a quick selfie. We’ll also ask a few questions, such as where your money comes from.

11. Why do I need to link a bank account?

Your payments are taken from it by direct debit, and anything we pay you goes there too. It must be a UAE bank account in your own name.

12. Is linking my bank account safe?

Yes. You connect through Lean, our regulated open banking partner, and sign in with your own bank. Your bank login never touches Tenor.

13. How do I buy gold?

Choose how much gold you’d like to buy and how many months to pay over, then sign your invoice and the Terms of Sale. Your purchase is confirmed once you pay the deposit. If the deposit doesn’t go through, the purchase is canceled and nothing is owed.

14. How much can I buy?

Any amount from AED 500.

15. What price do I pay?

Today’s price per gram, shown in the app when you buy. It’s the same however many months you pay over. The price is held for 5 minutes while you confirm.

When we buy gold back from you, we pay our buyback price per gram. You see it in the app before you confirm.

16. What fees does Tenor charge?

None, apart from delivery. The price you agree is all you pay, including any VAT. There’s no fee for storage, canceling or selling back. If you choose delivery, the delivery charge is shown in the app before you confirm.

17. Can my price change after I buy?

No. Your price and your payment schedule are set when you sign, and they don’t change after that.

18. Will I get an invoice?

Yes. Your invoice is in the app, and we email it to you too. We update it after every payment. The final one, when you’re fully paid, is your proof of purchase.

19. Can I buy more gold while I’m still paying for a purchase?

Yes. Each purchase has its own invoice and payment schedule.

20. How do the deposit and monthly payments work?

You pay a deposit of 20% when you buy. The rest is split into equal monthly payments over 1 to 12 months, starting the month after you buy. For example, on a price of AED 5,000 over 10 months, you’ll pay a deposit of AED 1,000 today, then AED 400 a month for the next 10 months.

21. How are my monthly payments taken?

By direct debit from your bank account on the due date. We send a reminder before every payment.

22. Can I pay by card or cash?

Not yet. Pay by bank is the only method for now, with more ways to pay coming soon. We don’t accept cash or crypto.

23. Can I pay early or change my payment dates?

You can pay early, or pay the rest in full, at no charge. Contact us in the app and we’ll arrange it. Payment dates and amounts can’t be changed.

24. What happens if I miss a payment?

We’ll tell you the payment didn’t go through. We’ll try again 1, 4 and 7 days later, and you can retry it in the app at any time. If it’s still unpaid after our final notice, the purchase is canceled.

25. Can I change my bank account?

Yes, in the app. Link the new account first, then remove the old one.

26. Can I cancel a purchase?

Yes, anytime before it’s fully paid, in the app. There’s no fee and you don’t need a reason.

27. What do I get back if I cancel?

We value the gold at the buyback price on the day you cancel. If that value is below the price you agreed, the difference comes off what you’ve paid and we pay you the rest. If it’s the same or higher, we pay back everything you’ve paid. If the difference is more than you’ve paid, you owe the rest, and we collect it from your bank account. You see the figures before you confirm, and any payout reaches your bank within 5 working days.

28. Can you show me an example?

Say the price you agreed is AED 5,000 and you’ve paid AED 1,000.

Gold valued at AED 4,700: you get back AED 700.

Gold valued at AED 5,200: you get back your AED 1,000.

Gold valued at AED 3,900: you get nothing back and owe AED 100.

This is only an example.

29. Can Tenor cancel my purchase?

Only in the cases the Terms of Sale set out, such as a payment still unpaid after our final notice. We always give you notice first. A fall in the gold price is never a reason.

30. What happens when I’m fully paid?

The gold is yours. Choose to sell it back to Tenor or have it delivered, within 90 days. If you don’t choose, we send you a final notice and then buy it back at the buyback price.

31. How does selling back work?

Sell your gold back to Tenor in the app at that day’s buyback price. You see the total before you confirm, and a sell back can’t be undone. The money reaches your bank within 10 working days.

32. How does delivery work?

Choose delivery in the app and we’ll book it with you. There’s a delivery charge, shown in the app before you confirm. We deliver bars or coins in the UAE only, to you in person, and you’ll need your Emirates ID. Any gold that doesn’t make up a whole bar or coin is bought back at the buyback price.

33. How do I keep my account safe?

Keep your phone and email secure, and never share a code. No one from Tenor will ever ask you for one. If you lose your phone or see activity you don’t recognize, contact us right away.

34. What if my details change, or I leave the UAE?

Update your profile in the app. If you leave the UAE, we may cancel any purchase that isn’t fully paid, after giving you notice.

35. How do I delete my account?

In the app, once every purchase is paid in full or canceled. We keep the records the law requires us to.

36. How do you use my data?

To run your account and your purchases, meet our legal duties, keep Tenor secure and, if you agree, send you offers. The details are in our Privacy Policy.

37. How do I contact Tenor or make a complaint?

Use Contact us in the app or the support details on our website. We acknowledge a complaint within 2 working days and aim to resolve it within 10.