Refund and Cancellation Policy

What you are buying

QuantGrid sells three products. The first, trade replication, gives you access to a hosted order-replication service: you connect your own broker accounts through their official APIs, you configure which account is the parent and which accounts follow it, and the software mirrors orders according to the rules you set. The second, QuantGrid AlgoTrader, is trading software you install and run on your own computer, on Windows, macOS or Linux, which acts only on the rules you write or configure in it; you sign up for it yourself, and its own section below sets out how its licence is paid for and stopped. The third, QuantGrid Static IP, is a static IP address and proxy for software you run yourself, paid by subscription; its own section sets out how.

Trade replication carries no platform fee and no subscription. Every feature of it comes with the dedicated static IP address each broker account needs, because SEBI requires broker API access to come from a whitelisted static IP. You pay for those addresses out of a prepaid wallet balance that you top up yourself, by one-time payments you initiate. Nothing recurring is ever charged to a card or a bank account for trade replication or QuantGrid AlgoTrader, and no auto-debit mandate or standing instruction is created for them at any point.

QuantGrid replicates equity and F&O orders on NSE, BSE, NFO and BFO for every account. BSE and BFO trades are not copied to ICICI Direct accounts, whose API accepts orders on NSE and NFO only. Check that the instruments you trade fall inside that scope before you top up.

QuantGrid runs around the clock, every day. Deploys and planned maintenance are scheduled outside NSE and BSE market hours. The uptime commitment is narrower than that, and you should know its scope before you pay: 99.9% uptime during NSE and BSE market hours, and hours outside those are not counted. Live status is published at https://quantgrid.in/status. One case is not copied automatically whatever the hour, an order already resting on the parent’s order book when the platform starts watching it, and what that means is set out under what is never refundable. It is worth reading before you top up rather than after.

You are not buying a financial product, a security, a scheme, a managed account or any form of investment service. Tristack Technologies LLP is not registered with SEBI in any capacity, never holds your funds or securities, and does not trade at its own discretion. Your money and holdings stay with your SEBI-registered broker at all times. See the compliance page and the disclaimer for the full position.

This policy sits alongside the Terms of Service, which govern the agreement itself. If a term in this policy conflicts with the Terms, the Terms prevail on matters of contract and this policy prevails on matters of billing and refunds.

How the prepaid wallet works

For the wallet products, trade replication and QuantGrid AlgoTrader, the wallet is the whole payment model, so it is set out here in full rather than summarised.

• Your wallet balance is money, in rupees. It is not points, not credits and not a token of any kind: it is an amount you have already paid, held against the address fees and QuantGrid AlgoTrader licence fees your account incurs. It is not a deposit, it earns nothing, and we do not lend against it.
• You top up by one-time payment. Any amount, through our payment gateway, as often or as rarely as you like. Every top-up is a separate payment that you start. For the wallet there is no recurring mandate, no standing instruction, no e-mandate and no auto-debit on any card, UPI handle or bank account.
• The balance moves as soon as the payment confirms. The gateway reports the payment as successful and the amount appears in your wallet immediately.
• Buying a dedicated static IP deducts one 30-day period from the balance, for the broker account you bought it for, at that address family’s price. The address is reserved to that broker account and never shared with another customer while it is yours. If we ever have to replace it, we tell you and the replacement costs nothing.
• A new customer’s first 7 days are free. On the free trial, the dedicated IPs you request, up to 10 in total, are free until the trial ends, 7 days after the first one is requested, and nothing is deducted for that time; a free IPv4 address needs a verified WhatsApp number on your account. There is nothing to refund for a trial period, because nothing was paid for it. When the trial ends, each address renews from the balance like any other and the grace period below applies. The full conditions are in clause 6.8 of the Terms.
• Each period renews from the balance automatically. At the end of every 30-day period, the next period is deducted from the balance you already hold. That deduction never charges a payment instrument: it moves money you have already paid us. If the balance cannot cover it, the grace period below applies.
• You can turn auto-renew off, or release an address, at any time, per address, from the dashboard. See the next clause but one.
• A QuantGrid AlgoTrader licence is paid for the same way. Its fee, ₹1,200 + GST per 30 days, per licence, is deducted from the balance in advance and renews from it every 30 days, with the same grace period. See its own section below.

Prices, GST and invoices

For trade replication, one thing is charged for: the dedicated static IP each broker account you connect needs, for a fixed 30-day period. The two address families are priced separately, because IPv4 addresses are the scarcer resource. Trade replication has no platform fee, no setup fee, no per-order fee and no surcharge for a child account.

The address prices are quoted exclusive of tax, and the figure in the last column, which includes GST, is what one 30-day period actually deducts from your balance. The fee applies for each broker account you connect and runs from the day that address is issued, on its own 30-day cycle, because the address is a reserved cloud resource whose cost we incur from the day it is provisioned. If you are unsure whether your broker’s API accepts IPv4 or IPv6, write to support@quantgrid.in before your first top-up, so we can issue the right address type rather than let you find out afterwards.

QuantGrid AlgoTrader is charged by licence, at ₹1,200 + GST per 30 days, per licence. Like the address prices, it is quoted exclusive of tax, and one 30-day period of a licence deducts ₹1,200 + GST from your balance. One licence covers one computer and one broker account, and includes the dedicated static IP that broker account’s orders leave from, so no address fee is charged for that address.

GST is charged on the top-up, which is the taxable supply, at the rate in force on the date of the invoice, currently 18%. If the statutory rate changes, the tax component changes with it. Because the tax is collected when you top up, the balance is GST-inclusive money and no further tax is added when a period is deducted from it. A GST tax invoice is issued for every top-up by Tristack Technologies LLP under GSTIN 07AAYFT2516N1ZF, from its registered office at B-35, Vinoba Kunj Apartments, Sector 9, Rohini, Delhi 110085, India, and is emailed to the address registered on your account.

Invoices are raised against the billing details held on your QuantGrid profile at the moment the payment is taken. If you intend to claim input tax credit, enter your billing address and your own GSTIN in your profile before the first top-up: you do not need to email them to us. We cannot re-issue an invoice with a GSTIN added after the return for that period has been filed, so enter it before you pay rather than afterwards.

There is no invoice in arrears. Apart from the free trial described under the prepaid wallet above, you top up first, and each address, and each QuantGrid AlgoTrader licence, deducts from the day it is issued. Payments are collected through a PCI-DSS compliant payment gateway. Tristack Technologies LLP does not see or store your full card number, and the current price list on the pricing page is always the operative one.

Auto-renew, releasing an address, and closing the account

Trade replication has no subscription to cancel. Nothing recurring is charged to your card or bank account for trade replication or QuantGrid AlgoTrader, so there is no mandate to revoke and no renewal to stop at a gateway. For trade replication, what you control is each address, one at a time:

• Turn auto-renew off for an address, from your QuantGrid dashboard. The address is not renewed at the end of its current period, and nothing further is deducted for it.
• Release the address (Remove IP on your QuantGrid dashboard). The address is released at once.

You can also ask for either by emailing support@quantgrid.in from the email address registered on the account. We act on an emailed request within one working day and confirm in writing.

What each route does, precisely:

• Both stop the next deduction for that address. Nothing further is taken for it, and nothing is charged to any payment instrument, because nothing ever was.
• Turning auto-renew off does not cut off access immediately. The address runs to the end of the 30-day period already paid for, and replication on that broker account keeps working until then. At the end of the period the address is released.
• Releasing the address does. It is released at once, and the broker account stops trading from it straight away.
• There is no pro-rata refund of an unused period. The unused part is not paid back in money and is not returned to your wallet balance. If you turn auto-renew off on day 4 of a 30-day period, you keep the address for the remaining 26 days and nothing comes back; if you release it on day 4, the remaining 26 days are not paid back either.
• The one exception is an address still being set up. If you cancel an address on the dashboard while it is still being set up, before it was ever ready for use, its fee is returned to your wallet balance (never to a payment method), once.
• A released address may be reassigned to another customer. If you buy an address again later you will normally receive a different one, which you will need to whitelist with your broker again. A released IPv4 address in particular cannot be recovered.
• Whatever is left in your wallet stays in your wallet. It is not refunded and not transferred. It remains available to spend on a future address on your own account whenever you want one.
• Broker API connections for that account stop being used. You should also revoke QuantGrid’s access from your broker’s own console, which you can do at any time and which takes effect immediately.

A QuantGrid AlgoTrader licence is stopped by cancelling it, as the next section sets out.

Closing your QuantGrid account entirely releases every dedicated IP address you hold for trade replication and ends every QuantGrid AlgoTrader licence, each at the end of its paid period, and does not convert your remaining wallet balance into money. If you intend to stop permanently, spend the balance down first: that is the only way it is realised, and we say so here rather than let you discover it at the point of closure. Closing an account that holds QuantGrid Static IP addresses ends them as the QuantGrid Static IP section below sets out. Your trade logs and audit trail remain available for export while the account is open, and retention and deletion afterwards are governed by the Privacy Policy.

QuantGrid AlgoTrader licences

QuantGrid AlgoTrader is a separate product from trade replication: trading software you install and run on your own computer, on Windows, macOS or Linux, which you sign up for yourself. Its licence is paid for from the same wallet balance, on the same 30-day cycle as a dedicated static IP, and everything in this policy about the wallet, GST, invoices, payment errors and chargebacks applies to it as well. Clause 18 of the Terms of Service says which clauses of the Terms apply to AlgoTrader and sets out the terms that apply to it alone.

• The fee is ₹1,200 + GST per 30 days, per licence. It covers one QuantGrid AlgoTrader licence, for one computer and one broker account, and the dedicated static IP that broker account's orders leave from, as one bundle, so no separate address fee is charged for that address.
• It is deducted in advance. The first 30-day period is deducted from your wallet balance on the day you start the licence, and at the end of every period the next one is deducted from the balance automatically, exactly as an address renews. Nothing is ever charged to a card or a bank account for it.
• A renewal your balance cannot cover is treated as an address’s is: we warn you by email, the licence stays live for a grace period of 3 days from the renewal date, and if you top up within it the licence renews without interruption. If it is still unpaid at the end of the 3 days, the licence is stopped and its dedicated static IP is released and may be reassigned to another customer, so a replacement address would have to be registered with your broker again. Stopping a licence does not close a position or cancel an order already at your broker.
• To stop a licence, cancel it: turn off Renew automatically on its Licence page in the app, or email support@quantgrid.in from the email address registered on the account. Either way, a cancellation stops every renewal that falls after we receive it, and we confirm it in writing. The licence and its address run to the end of the period already paid for, and nothing further is deducted for it.
• A period that has started is not refunded pro rata, except where the law requires otherwise. The unused part is not paid back in money and is not returned to your wallet balance: if you cancel on day 4 of a period, you keep the licence for the rest of that period and nothing comes back. The same applies if you stop using AlgoTrader part way through a period, and to a licence stopped for non-payment at the end of the grace period.
• If we cannot deliver it. If we have deducted a licence period and could not give you a working sign-in, a working dedicated static IP, or a release of AlgoTrader to download from quantgrid.in/algotrader, within five working days, that deduction is returned to your wallet balance in full.
• No availability commitment. The uptime commitment and the remedy under if the service fails at our end cover trade replication. They do not cover AlgoTrader, including the dedicated static IP that comes with a licence and the sign-in we provide for it, and once they are delivered, missed availability on any of them is not a service failure under this policy. Whether AlgoTrader is running also depends on your computer, its connection and your broker.
• The free trial does not cover it. The first 7 days free apply to dedicated IPs bought for trade replication, not to a QuantGrid AlgoTrader licence or the dedicated static IP that comes with one.

QuantGrid Static IP subscriptions

QuantGrid Static IP is a separate product: a static IP address and a proxy for software you run yourself. It is not paid from the wallet balance. Each purchase is a subscription you authorise as an autopay mandate (UPI AutoPay, a card mandate or a netbanking e-mandate), and clause 19 of the Terms of Service sets out its terms in full.

• What is charged. The plan’s price per address, plus GST at 18%, for each period: every month, every 3 months or every year. With UPI AutoPay or a card the first period is charged when you buy, unless you are keeping addresses that are still paid ahead: your payment method is then checked at checkout with a small charge that is refunded, and the first period is charged on the day their paid time ends. With a netbanking e-mandate, the first period is charged once your bank has registered it, which can take up to 3 working days, or, for addresses you are keeping that are still paid ahead, on the day their paid time ends. Each later period is charged automatically when the one before ends. A GST invoice is issued for every charge.
• Works, or a refund. If an address does not work with the broker you bought it for, ask within 7 days of the purchase’s first charge, from the dashboard or by email. We look into each request, and where the address does not work with that broker and the cause is not one you can put right yourself (a setting in your software or in your broker’s console is one you can), we refund that first charge in full to the original payment method, end that subscription and release all of its addresses at once, including any it kept from an earlier purchase. You cannot ask for this refund about an address you kept from an earlier purchase. Razorpay credits an approved refund to the original payment method in 5 to 7 working days. Nothing is charged for the free trial, and you cannot ask for this refund about an address you kept from it (Terms clause 19.11).
• Cancelling. Cancel at any time from the dashboard, by email from your registered address, or by cancelling the mandate in your UPI app, with your card issuer or with your bank. It takes effect at the end of the period already paid for: nothing more is charged, and the addresses then keep working for 3 days, are suspended for the next 7 and are then released, as for a failed charge.
• No refund for part of a period. The unused part of a period is not refunded, except under works-or-refund or where the law requires otherwise. A suspension for a breach of clause 5.4 of the Terms or of the Acceptable Use Policy is not a ground for a refund, and where we end a subscription for a serious or repeated breach of that policy, nothing paid for the period is refunded (Terms clause 19.9). Closing your account ends every subscription and releases its addresses at once, so cancel first and close the account when the paid period ends if you want to use it (Terms clause 19.10). The number of addresses in a subscription cannot be reduced: to keep fewer, choose Keep my IPs in your dashboard and untick the addresses you no longer need, or cancel it and buy the number you want.
• A failed charge. The payment gateway retries it and we email you, unless you have turned off the “Billing reminders” email under Notifications in your dashboard. The addresses keep working for 3 days after the paid period ends, are then suspended but kept for you for 7 more days, and are released if nothing is paid by then. A released address cannot be recovered.
• Payment errors. A charge taken twice, a charge you did not authorise, or an amount different from the plan’s is corrected in full: what was wrongly charged is refunded, and Razorpay credits an approved refund to the original payment method in 5 to 7 working days. Raise it as set out under how to raise a payment error; what is said under chargebacks applies to these charges too.
• No availability commitment. The uptime commitment and the remedy under if the service fails at our end cover trade replication, not Static IP.

Refund position

Stated plainly, so there is no ambiguity: your wallet balance is non-refundable and non-transferable, and an address fee or a QuantGrid AlgoTrader licence fee already deducted is not refunded, except in the specific payment errors listed in the next clause. Topping up is a prepayment for addresses and licences, not a subscription and not a deposit. An address is provisioned and reserved to your broker account for the whole period, and that cost is incurred by us on day one whether or not you place a single order. A licence, and the dedicated static IP that comes with it, is issued for the whole period in the same way.

Part-used periods are not refunded on a voluntary release or cancellation, and an unspent balance is not converted back into money when you stop. We would rather price the product low and say this clearly, on the page you read before you pay, than price it high and hide the same rule in a paragraph you never reach. There is no minimum top-up, so nobody has to commit more than one 30-day period for one address to find out whether the platform suits them.

Payment errors we correct

Items 1 to 3 correct a payment that went wrong at the gateway or at our end, and item 4 returns a top-up made for a QuantGrid AlgoTrader start that could not happen. None of them refunds a service already delivered, and apart from item 4 nothing in this clause makes your wallet balance refundable. Each is corrected in full, on request and after verification:

1. A duplicate or double charge. The same top-up was charged more than once, or a single top-up was captured twice by the gateway. The extra amount is refunded in full to the original payment method, and the duplicated amount is removed from your wallet balance.
2. Money captured but the balance never moved. The gateway captured your payment and the amount never reached your wallet. We add it, or, if you prefer, refund the amount in full. Tell us which.
3. An amount charged that differs from the amount authorised. You were charged more than the top-up you confirmed on screen. The difference is refunded in full, and where the whole charge was not authorised by you, the whole charge is refunded.
4. A QuantGrid AlgoTrader start that could not happen. You topped up from the QuantGrid AlgoTrader payment page to start or reactivate a licence, and it could not start because its broker account was already covered by another licence, or because no dedicated static IP could be issued for it. If you ask within 15 days of the charge, that top-up is refunded in full to the original payment method and the same amount is removed from your wallet balance.

Raise one as set out under how to raise a payment error. In short: write to support@quantgrid.in within 15 days of the charge. We acknowledge within two working days, decide in writing within seven working days, initiate an approved refund within two working days of that decision, and it is credited within 7 to 10 working days to the original payment method.

If the service fails at our end

The commitment we give is 99.9% uptime during NSE and BSE market hours, and it is measured over those hours and nothing else. Where, through our own fault, the replication service was unavailable for more than four continuous hours of NSE or BSE market hours, or where availability across a calendar month fell below 99.9% measured over NSE and BSE market hours, a remedy is due.

The remedy is not a refund of money, because the balance that paid for the period is non-refundable. It is, at our discretion, one of:

• an extension of the affected address’s paid period by the affected days, at no charge, so the next deduction moves back by that much; or
• an adjustment to your wallet balance for the value of the affected days, which you can spend on any address on your account.

Raise it in writing to support@quantgrid.in within 15 days of the incident, or, for a claim founded on the monthly availability figure, within 30 days of the end of the affected month. We will match it against our own audit trail, which records every event received and every action taken. This is the sole and exclusive remedy for missed availability, and it matches clause 7.5 of the Terms of Service.

Failure to provision. If we could not deliver a working dedicated static IP for a broker account you bought one for, or a working connection to a broker listed as live on the brokers page, within five working days, the purchase is cancelled and the amount deducted for it is returned to your wallet balance in full. Where that leaves you unable to use the platform at all and your balance is otherwise unspent, we may, at our discretion and exceptionally, refund the unspent top-up to the original payment method. Ask, and we will tell you plainly whether we can.

Downtime caused by your broker’s API, an exchange halt, a daily token or session expiry you did not re-authorise, a change you made to your own configuration, or any network fault between you and us does not count as a failure attributable to us. Nor does maintenance we carry out outside NSE and BSE market hours, which is when we schedule it. Those causes are set out honestly on the disclaimer.

What is never refundable

The following are outside this policy and are not refunded in any circumstance:

• The wallet balance itself. A top-up is not reversed because you changed your mind, stopped trading, or no longer need the platform. Your wallet balance is non-refundable and non-transferable, apart from a top-up returned under item 4 of payment errors we correct, and an unspent balance is not converted back into money when you release your last address, cancel your last licence or close your account.
• A lapsed balance. A wallet balance that lapsed after 12 months without any activity (Terms clause 6.6) is not refunded, paid out or transferred.
• The unused part of a 30-day period after you turn auto-renew off, release an address, or switch address family.
• An address released because the balance could not cover its renewal at the end of the 3-day grace period. That is non-payment, not a service failure.
• Trading losses, notional losses, opportunity cost or unrealised movement in any position.
• Losses said to arise from an order that was rejected by the broker or the exchange, or that did not replicate. The failure modes are enumerated on the disclaimer, and none of them is compensable by us.
• An order already resting on the parent account’s order book when the platform started watching it. An order already resting on a parent account's order book when QuantGrid starts watching that book is treated as existing, not new, and is not copied automatically, even if it fills later. QuantGrid starts watching a book afresh after a restart or deploy, when copying is switched back on for that parent, and at the first successful read of the book each day after the 00:30 IST daily reset, which waits for the account to be signed in and, on some brokers, for their overnight maintenance to end. If such an order is less than an hour old, QuantGrid may instead ask the account's owner to approve a copy, and nothing is placed unless they do. An order placed while QuantGrid is reading the parent is copied in the ordinary way, whatever the time of day. That is documented, deliberate behaviour of the engine, not a service failure, so it creates no entitlement.
• Losses from a difference in execution price between the parent account and a child account, including slippage while the child order is being placed.
• Broker and statutory charges: brokerage, exchange transaction charges, SEBI turnover fees, STT, stamp duty, GST on brokerage, DP charges, auction or penalty charges, and interest or margin shortfall levies.
• Taxes already remitted to the government. Where a refund of a top-up is approved under payment errors we correct, the GST component is refunded only to the extent a credit note is permitted under the applicable GST law and rules.
• Any loss arising from your own configuration: the parent account you chose to follow, the copy factor you set, the maximum-quantity cap you set, an account with insufficient funds or margin, or a broker session you did not re-authorise.
• Fees for a period during which you simply did not use the service, where the service itself was available.
• The unused part of a QuantGrid AlgoTrader licence period after you cancel the licence or stop using the software, and a licence stopped because the balance could not cover its renewal at the end of the 3-day grace period.
• Any loss arising from a strategy, rule or limit you wrote or configured in QuantGrid AlgoTrader, including one that behaved differently with real orders than it did in Sandbox mode, or from your own computer, its internet connection, or a daily broker login you did not complete.

Read the risk disclosure before you top up. It sets out what automation can and cannot do, and it is the document this clause rests on.

How to raise a payment error

Email support@quantgrid.in from the address registered on the account, with the subject line “Payment error”. Include:

• Your registered email address.
• The payment reference or transaction ID from the gateway receipt, and the date and amount of the charge.
• For the wallet, which of the four payment errors above you are relying on, and what happened. For a service-failure claim under if the service fails at our end, say so instead, with the date and the approximate time window.
• For a service-failure claim, the broker account concerned. We will match it against our own audit trail, which records every event received and every action taken.

Requests must be raised within 15 days of the charge, or of the incident for a service-failure claim, other than a claim founded on the monthly availability figure, which has 30 days from the end of the affected month. We acknowledge every request within two working days and give a written decision within seven working days. If we decline, we say why and point to the evidence in the audit trail. Support hours are Monday to Friday, 8:00 AM to 5:00 PM IST.

Processing an approved correction

For the wallet products, where the correction is a refund of money, it is initiated within two working days of the decision and is credited within 7 to 10 working days to the original payment method used for the charge: the same card, the same UPI handle, or the same bank account. We do not refund to a different instrument, to a third party, or in cash, because the payment gateway will not permit it and because it is how payment fraud is laundered.

The 7 to 10 working day window is the period within which we and the gateway complete the refund. Your bank or card issuer may take a further three to five working days to show the credit on your statement, and that part is outside our control. We will give you the gateway’s refund reference so you can trace it with your bank.

Where the remedy is an adjustment to your wallet balance or an extension of a paid period, it is applied within two working days of the decision, takes effect immediately, and appears in the billing history on your dashboard. No payment method is involved, so there is no bank settlement period to wait through.

Switching between IPv4 and IPv6

For a dedicated IP bought for trade replication, the two address families are priced separately, so switching is not a free relabelling of the address you have. Switching means releasing the address you hold and buying one in the other family, at that family’s price, for a fresh 30-day period deducted from your balance at the moment you buy it.

The period already paid for on the address you release is not refunded, is not returned to your balance, and is not pro-rated into the new address. The cheapest way to switch is therefore to turn auto-renew off on the address you have, let it run to the end of its period, and buy the other family when it lapses. We charge no switching fee either way.

The address itself changes, so you must whitelist the new one with your broker before replication will work from it. We can schedule the change outside market hours and confirm the new address to you in writing first. Before switching to IPv6, confirm that your broker accepts API access over IPv6. If it does not, the switch will stop replication on that broker account until you buy an IPv4 address again, and that is not a refundable event. If you are unsure, ask us first and we will check.

No feature is added or removed by a switch: every platform feature comes with either address family. Current prices are on the pricing page.

A renewal your balance cannot cover

If a 30-day period falls due for renewal and your wallet balance cannot cover it, nothing is charged to any payment instrument, because there is no mandate to charge. What happens instead:

1. We warn you by email, and by Telegram if you have linked a chat, that the balance is short.
2. The address stays up for a grace period of 3 days from the renewal date, and we retry the deduction once a day during it. Replication on that broker account keeps running throughout.
3. Top up inside the grace period and the next retry succeeds. The period renews and the address continues without interruption or penalty.
4. If it is still unpaid at the end of the 3 days, the address is released. Replication on that broker account stops.

A released address may be reassigned to another customer, so buying again later normally means a different address and a fresh whitelist entry at your broker. A released IPv4 address cannot be recovered: a replacement address has to be registered with your broker again before orders will flow. Plan around that before you let a balance run out, particularly if your broker takes time to apply a whitelist change.

Release for non-payment is not a service failure by us and creates no entitlement to a refund or to a balance adjustment. Your account, your configuration and your audit trail are not deleted when an address is released: they remain under the retention schedule in the Privacy Policy, so you can top up and buy a new address later.

Chargebacks

If you believe a charge is wrong, raise it with us first at support@quantgrid.in. Almost every dispute we see is a duplicate capture or a top-up the payer did not recognise on a statement, and both are resolved faster by email than by a bank dispute.

Where a chargeback is raised with the card issuer or the gateway without contacting us first, we may suspend the account until the dispute is resolved, and we will contest the chargeback with the evidence we hold: gateway receipts, sign-in records, the wallet ledger showing every top-up and every deduction, and the replication logs for the period in question. If the chargeback is decided in our favour, we may recover the fee the gateway levies on us before the account is reinstated. Chargebacks raised in respect of trading losses will always be contested, for the reasons in the callout above.

Grievance and escalation

If you are not satisfied with a billing or refund decision, escalate in this order. Each step gets a written response.

1. Support: support@quantgrid.in. Acknowledged within two working days.
2. Billing and legal review: legal@quantgrid.in. Response within seven working days.
3. Grievance Officer, Tristack Technologies LLP: Devansh Dalmia, reachable by email at grievance@quantgrid.in, or by telephone: call us. Acknowledged within 48 hours and resolved within 15 days, as required of intermediaries under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

Tristack Technologies LLP is a limited liability partnership registered with the Ministry of Corporate Affairs under LLPIN ACP-3743. Registered office: B-35, Vinoba Kunj Apartments, Sector 9, Rohini, Delhi 110085, India. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019. Jurisdiction and governing law are set out in the Terms of Service. You can also reach us through the contact page.

Changes to this policy

We may revise this policy. The version in force is the one published on this page, and the date at the top of the page is the date it took effect. If a change materially reduces your rights, we will email registered customers at least 15 days before it applies, and it will not be applied retrospectively to a payment already made or to a balance already topped up. This version is effective 4 November 2026.