Service Delivery Policy

1. What is delivered

Tristack Technologies LLP sells access to software under the QuantGrid brand, paid for from a prepaid wallet balance, as two products, and a third paid by subscription. For trade replication, what you receive is access to the hosted platform at app.quantgrid.in, enabled on the account that made the payment, which is the email address you registered with, and there is no download and nothing to install. QuantGrid AlgoTrader, the second product, is trading software you download and install on your own computer, on Windows, macOS or Linux, and section 4 sets out how it is delivered. QuantGrid Static IP, the third, is a static IP address and proxy for software you run yourself, and section 11 sets out how it is delivered. None is a physical product.

Trade replication carries no platform fee and no subscription. You top up your wallet (your wallet balance is money, in rupees) by one-time payment, and each broker account you connect buys a dedicated static IP address out of that balance for a fixed 30-day period, except during the free trial set out in clause 6.8 of the Terms. Nothing recurring is charged to a card or bank account for it, and no auto-debit mandate is created. An account with a dedicated static IP delivers:

• Sign-in to the QuantGrid dashboard and the ability to link your own broker accounts.
• The replication engine: you nominate a parent account, set each linked account’s multiplier and maximum quantity, and the engine mirrors orders according to those rules, sized in each contract’s own exchange lot, around the clock (section 5).
• The live trade log and the audit trail, which you can read and export at any time.
• Square-off and cancel controls across your linked accounts, and Telegram alerts if you connect a chat.
• Email support at support@quantgrid.in, Monday to Friday, 8:00 AM to 5:00 PM IST.

A dedicated static IP address is bought per broker account, from your wallet balance, and delivered separately. Section 3 sets out how it is provisioned and what you have to do before it will carry your orders.

The balance and the access are delivered to the paying account and to nobody else. We do not top up a different email address, we do not transfer a balance between accounts, and we do not hand access to a third party on your instruction. 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.

2. When it is delivered

Two different answers, because the two things are provisioned differently. Read both before you pay, so that neither one surprises you afterwards.

“Confirmed” means the payment gateway has reported the payment as successful to us. Card and UPI payments normally confirm within seconds. A few net-banking flows report as pending first and settle a little later, and the money lands in your wallet the moment the confirmation arrives rather than when you press pay. If the amount has left your account and the balance is still not showing, write to support@quantgrid.in with the payment reference from your receipt and we will trace it.

A GST tax invoice is emailed to your registered address for every top-up. After the free trial, which is a new customer’s first 7 days on up to 10 dedicated IPs as set out in clause 6.8 of the Terms, everything is prepaid: you top up first, each address deducts its fee from the day it is issued, and at the end of each 30-day period the next period is deducted from the balance automatically, from money already in your wallet rather than from any payment instrument. The full terms, including what happens when the balance cannot cover a renewal, are in the Refund and Cancellation Policy.

QuantGrid AlgoTrader is delivered differently, because you set it up yourself: section 4 sets out its steps.

3. The static IP, and the step that is yours

SEBI requires broker API access to come from a whitelisted static IP address, so every broker account you connect needs its own dedicated address, reserved to you and never shared. That address is a cloud resource: it is provisioned asynchronously after you buy it, which takes a few minutes rather than being instant, and it appears in your dashboard as soon as it is attached.

Delivery of a working IP has four steps, and only the first two are ours:

1. You buy the address, and its fee is deducted from your wallet balance.
2. We reserve and attach the address, and show it to you in the dashboard. A few minutes.
3. You register that address with your broker, in your broker’s own developer or API console, against the API credentials for that account.
4. Your broker applies the change. Some do it immediately; others take as long as their own published turnaround. Until they have, orders from that address will not go through.

The two address families are priced separately, with IPv6 the lower price, so the current figures on the pricing page are what one 30-day period of each deducts from your balance. Before you choose IPv6, confirm that your broker accepts API access over IPv6: that is a fact about your broker that changes without notice, so we do not publish a compatibility table. Ask us at support@quantgrid.in and we will check before your first top-up rather than after it. The engineering detail behind the dedicated address is on the security page, and the brokers we support today are listed on the brokers page.

4. QuantGrid AlgoTrader

QuantGrid AlgoTrader is trading software for your own computer, on Windows 10 or 11, 64-bit; macOS 13 or later, on a Mac with Apple silicon (M1 or later); or 64-bit Linux (x86-64) with glibc 2.28 or later. It is paid for by licence, at ₹1,200 + GST per 30 days, per licence, from the same wallet balance, and one licence covers one computer and one broker account, with the dedicated static IP that broker account’s orders leave from. You set it up yourself, in steps:

1. You download it for your computer from quantgrid.in/algotrader, and install it. On Windows it installs for your Windows user only and needs no administrator rights (if the Microsoft Edge WebView2 Runtime is missing, the installer adds it first, and Windows may ask for permission); on a Mac you move it into your Applications folder and allow it once in System Settings; on Linux you make the AppImage executable and run it. On Windows and Linux it then updates itself in the background, applying each update when you restart it. On a Mac it does not install updates itself: it tells you when a new version is published and offers to open its download, and you install each new version yourself.
2. You create your QuantGrid account on our sign-up page, which the app’s Create account opens in your browser, with your name, email address and a password and the code we email you, or you use an existing QuantGrid account. You sign in to the app with it, and enter the code we email you to confirm it is you.
3. You choose the broker account the licence is for, from the brokers the app lists.
4. You start the licence from your wallet balance; if the balance is short, the app opens our payment page in your browser to top it up. The first 30-day period is deducted when you start it, and the licence’s dedicated static IP is issued, usually within a minute.
5. You register that dedicated static IP in your broker’s developer console and enter your broker API key and secret in the app once. As with an address bought for trade replication (section 3), only you can register it, and orders will not go through until your broker has applied it.
6. After that, you log in to your broker yourself each trading day. SEBI requires broker API sessions to end every day and a fresh two-factor login each trading day.

AlgoTrader works while your computer is on and connected, you have logged in to your broker that day, and the service we provide for the licence’s dedicated static IP is running. The uptime commitment in section 5 is for the trade replication platform and does not cover AlgoTrader, including that dedicated static IP and the sign-in we provide for it. The price, and how a licence is renewed, cancelled and refunded, are in the Refund and Cancellation Policy and clause 18 of the Terms of Service.

5. When the service runs

When the service runs is part of the delivery, not a footnote to it, so it is stated here and not left for a support ticket to explain.

QuantGrid runs around the clock, every day. Deploys and planned maintenance are scheduled outside NSE and BSE market hours.

The 99.9% uptime commitment is measured over NSE and BSE market hours because those are the hours it covers. Hours outside them are not counted, so they neither count against the figure nor qualify for a remedy. The platform being unavailable outside those hours is therefore not a delivery failure. What to check when something is not working is set out on the platform status page.

6. No physical shipment

QuantGrid is delivered entirely over the internet. Stated plainly, because payment pages and checkout flows often assume otherwise:

• Nothing is dispatched, couriered or posted. There is no consignment and no tracking number.
• No shipping, handling, delivery or courier charge is ever added to your invoice. The prices on the pricing page, plus GST, are the whole amount payable.
• You do not need to give a delivery address. The billing address we collect exists for the GST invoice and the place of supply, not for delivery.
• There is no delivery window to miss, no signature required and nothing to return. Stopping means releasing a dedicated IP address, turning its auto-renew off, cancelling a QuantGrid AlgoTrader licence or cancelling a QuantGrid Static IP subscription, not returning goods, and money already in your wallet is non-refundable and non-transferable: see the Refund and Cancellation Policy.

7. What you need at your end

Delivery is only useful if these are in place. None of them is something we can supply for you, so check them before you top up rather than after.

• A live account with a broker listed as supported on the brokers page, with API access enabled on it through that broker’s own process. Some brokers charge separately for API access. That charge is theirs, is paid to them, and is not part of the QuantGrid address fee.
• The ability to complete your broker’s authentication when it expires. Most broker access tokens expire daily, and replication on that account stops until you re-authorise.
• Ownership of, or lawful authority over, every account you link. The compliance page sets out what that means and what it does not authorise you to do.
• An email address you can actually receive mail at. GST invoices, low-balance warnings, renewal notices and incident notices go there.
• Sufficient funds and margin in each linked account. A replicated order is rejected by your broker without them, and that is a broker rejection rather than a delivery failure.
• For QuantGrid AlgoTrader, a computer running Windows 10 or 11, 64-bit; macOS 13 or later, on a Mac with Apple silicon (M1 or later); or 64-bit Linux (x86-64) with glibc 2.28 or later, that you control, kept on and connected while your strategies run, and a broker account with API access whose API AlgoTrader supports: the app lists those brokers, and refuses any other before anything is charged. Any charge your broker makes for API access is theirs, and is not part of the licence fee.

8. If delivery does not happen

Work through this in order. It resolves most cases before you need us:

1. Confirm the top-up shows as successful and the money is on your wallet balance in the dashboard billing section, and that you are signed in with the email address that paid.
2. Check whether the dedicated static IP has been issued and is shown in the dashboard.
3. Check that you have whitelisted that exact address with your broker, and that your broker has applied it. This is section 3, and it is the most common cause.
4. Check the status page, and whether your broker is in its own maintenance window: some brokers refuse API access overnight.
5. Check that your broker session has not expired and that the instrument is inside the supported scope in section 1.

If none of that explains it, email support@quantgrid.in from your registered address with your payment reference, the broker account concerned and what you are seeing. We acknowledge within two working days and tell you what we find, matched against the audit trail, which records every event received and every action taken.

Where we cannot deliver a working dedicated static IP for trade replication or a working connection to a broker we list as live, the Refund and Cancellation Policy sets out the remedy and the time limit for asking. In short: the purchase is cancelled and the amount deducted for that address is returned to your wallet balance in full. That policy governs the money side of a failed delivery; this one does not restate it. For QuantGrid Static IP, see section 11.

For QuantGrid AlgoTrader, check that you are signing in with your QuantGrid account’s email address and password, that the licence has started, that its dedicated static IP is registered with your broker and applied, and that you have logged in to your broker today. Where we cannot give you a working sign-in, a working dedicated static IP or a release to download for a licence period we have deducted, the Refund and Cancellation Policy sets out the remedy: that deduction is returned to your wallet balance in full.

9. Wallet balance, stopping and refunds

Prices, the GST treatment and what each charge covers are on the pricing page. How the prepaid wallet balance works, how you stop an address or a QuantGrid AlgoTrader licence, and when a refund is and is not available are in the Refund and Cancellation Policy. The contract itself, the licence it grants and the limits on our liability are in the Terms of Service.

Where this policy conflicts with the Terms of Service, the Terms prevail. Where it conflicts with the Refund and Cancellation Policy on a question of money, that policy prevails.

10. Getting help

Support: support@quantgrid.in, Monday to Friday, 8:00 AM to 5:00 PM IST. Include your registered email address and, for a payment question, the reference from your receipt.

For anything formal, the Grievance Officer is Devansh Dalmia, reachable at grievance@quantgrid.in. Complaints are acknowledged within 48 hours and resolved within 15 days, as the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require of us. You can also use the contact form.

11. QuantGrid Static IP

QuantGrid Static IP is a static IP address and a proxy for software you run yourself, paid by subscription rather than from the wallet balance. Clause 19 of the Terms of Service governs it. It is delivered in steps:

1. You choose the brokers for each address (up to 3, all of the address family they take), a plan and a number of addresses, and authorise the autopay mandate at checkout. With UPI AutoPay or a card the first period is charged at checkout, 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. A netbanking e-mandate is first registered by your bank, which can take up to 3 working days, and the first charge, and your addresses, follow.
2. As soon as the first charge is confirmed, each address is set up automatically: your dashboard shows it setting up, then active, and we email you when your addresses are ready, unless you have turned off the “Dedicated IP addresses” email under Notifications in your dashboard. That usually takes minutes. If an address is not active within 24 hours of the first charge, write to support@quantgrid.in.
3. Your dashboard shows each address with its proxy host, port, username and password. The password is never emailed: you reveal, copy or change it in the dashboard.
4. You register the address with each of its brokers. Only you can do that, and your broker’s own rules decide when it takes effect.
5. You put the four values into your own code or trading tool, and its traffic to those brokers then leaves from your address.

A broker listed as available on request cannot be chosen until we have checked its API; we aim to do that within one working day of your request, and email you when you can choose it. Renewal, cancellation and the refund of the first charge (if an address you bought new does not work with your broker for a reason you cannot put right yourself and you tell us within 7 days) are in the Refund and Cancellation Policy.

12. 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 affects how or when the service is delivered, we will email registered customers before it applies. This version is effective 27 October 2026.