Refund and Cancellation Policy

What you are buying

You are buying managed infrastructure: an instance of the triStack AlgoTrader software that we provision and operate for you, with its own isolated database on its own volume, its own engine processes, and a static egress IP address reserved to you for each broker account you connect. You connect your own broker accounts using your own credentials, and you write and run your own algorithms on it.

The fee has two components, both stated on the written quotation you accept:

• Managed instance, per month, per customer. One engine instance, one isolated database and the host underneath them, operated for you: provisioning, upgrades, backups, monitoring and the daily broker-session lifecycle. Every feature of the platform is included; nothing is held back behind a higher tier.
• Dedicated static egress IP, per month, per broker account. A static IP address reserved to you and never shared, used as the source address for your instance's broker API traffic, so it is the address you whitelist in your own broker's developer console. One address per broker account you connect.

The engine addresses NSE, BSE, NFO, BFO, CDS, BCD, MCX and NCDEX, covering equity, futures and options, currency and commodities. What you can actually trade is set by your own broker's API and your own entitlements with them, not by us. Check that the instruments you trade fall inside what your own broker exposes before you commit.

You are not buying a financial product, a security, a scheme, a managed account, a strategy or any form of investment service. Tristack Technologies LLP is not registered with SEBI in any capacity, publishes no signals, never holds your funds or securities, and exercises no discretion over your account. Your money and holdings stay with your own 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, and the Service Delivery Policy, which sets out what is delivered and when. 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 billing works

The whole model, set out here rather than summarised.

• Quoted, not listed. Pricing depends on the size of your instance, how many broker accounts you connect and the support you need, so it is quoted rather than listed. Tell us what you run and you will get a written quote with GST shown separately. The figures on the quotation you accept are the operative ones for your billing period. Nothing on the pricing page is an offer capable of acceptance until it appears on a quotation issued to you.
• Billed in advance, for the period on your quotation. The period runs from the date your instance is provisioned, not from the date you first place an order on it, because the instance and the dedicated address are reserved to you from the moment they exist and cost us the same whether or not you trade.
• One invoice, two lines. The managed instance and each dedicated address appear as separate lines, so you can see what you are paying for and change the number of addresses without renegotiating the rest.
• No mandate is created by us. Each invoice is paid by you. If you choose to set up a standing instruction with your own bank or card issuer, that is yours to create and yours to revoke, and we do not require one.
• Card details never reach us. Where payment is collected online, a third-party payment gateway handles the instrument and returns us a reference, the amount and the status.

Adding a broker account mid-period adds a dedicated address, charged pro rata to the end of the current period and in full from the next one. Removing one stops the charge from the next period; the address itself runs to the end of the period already paid for and is then released.

GST and invoices

Fees are exclusive of taxes. Goods and Services Tax at the prevailing rate, currently 18%, is charged in addition and shown separately on every invoice. Tristack Technologies LLP raises a GST invoice for every payment, carrying GSTIN 07AAYFT2516N1ZF. A registered business can claim input tax credit on it.

Give us your billing name, address, state and PIN code, and your GSTIN if you have one, before the first invoice is raised. The place of supply and the tax treatment follow from that address, and an invoice already issued cannot always be reissued to a different one. If the GST rate changes, or a new levy applies, the amount charged changes accordingly.

Where any withholding is required by law on a payment to us, gross up so that we receive the full invoiced amount, and send us the certificate.

Cancelling

There is nothing to cancel in an app, because there is no self-service sign-up and no automatic charge running against your card. You cancel by telling us.

• Email [email protected] from the address registered on your account, with 30 days’ notice, as clause 14.1 of the Terms of Service provides.
• We acknowledge within one working day and confirm in writing the date the instance will be stopped and the date it will be decommissioned.
• You can stop your strategies, disconnect a broker account or revoke access at your broker at any moment, without notice to us and without cancelling. Those are your controls and they are immediate.

What cancelling actually does

Precisely, in order, so that none of it is a surprise:

• It stops the next invoice. Nothing further is billed after the notice period ends.
• It does not cut off access immediately. The instance runs to the end of the period already paid for, or to the end of the notice period, whichever is later.
• Your strategies stop when the instance stops, and nothing continues to trade on your behalf afterwards.
• Open positions and resting orders are not touched. Nothing is squared off for you. Managing them afterwards is entirely yours to do, through your broker. Revoke your instance’s API access at your broker’s console as well: that is immediate and verifiable by you.
• Export your data first. Your strategy files, order records, logs and a database export are available to you for 30 days after the instance stops. Ask us if you want help producing a full export.
• Then the instance is decommissioned. The engine processes are destroyed, the isolated database and its volume are deleted, and backups expire on their own schedule.
• The dedicated address is released and may be reallocated. A released address cannot be recovered. If you come back later you will receive a different one and will have to register it with your broker again, which takes as long as your broker takes.

Retention and deletion of anything held outside the instance are governed by the Privacy Policy.

Refund position

Stated plainly, so there is no ambiguity: a period already paid for is not refunded on a voluntary cancellation, and there is no pro-rata refund of an unused part of it. The instance is provisioned and the address is reserved to you for the whole period, and the cost of both is incurred by us on day one whether or not you place a single order.

What you get instead of a pro-rata refund is the rest of the period: cancel on day four and you keep a working instance for the remaining days, with support, and you can spend them exporting your data at your own pace.

The exceptions are narrow and they are set out below: payment errors, which we correct in full, and a failure to deliver at our end, which we refund. Nothing else in this document creates an entitlement to money back.

Payment errors we correct

These are corrections of a payment that went wrong at the gateway or at our end. They are not refunds of a service already delivered. Each is corrected in full, on request and after verification:

1. A duplicate or double charge. The same invoice was paid more than once, or a single payment was captured twice by the gateway. The extra amount is refunded in full to the original payment method.
2. Money captured but never applied. The gateway captured your payment and it never appeared against your account. We apply it, or refund it in full if you would rather. Tell us which.
3. An amount charged that differs from the amount authorised. You were charged more than the invoice you approved. The difference is refunded in full, and where the whole charge was not authorised by you, the whole charge is refunded.
4. An invoicing error by us. We billed for an address you had already released, for a period after your cancellation took effect, or at a rate other than the one on your accepted quotation. We issue a credit note and refund the difference.

Raise one as set out under how to raise a refund request. In short: write to [email protected] within 15 days of the charge.

If we fail to deliver

Failure to provision. If we cannot deliver a working instance, or a working dedicated address, within five working days of the first payment clearing, and the delay is ours rather than a step waiting on you or on your broker, you may cancel and we refund the amount you paid in full. This is the position set out in the Service Delivery Policy, and it is not discretionary.

Failure to keep it running. Where, through our own fault, your instance was unreachable for more than four continuous hours of NSE or BSE market hours on a trading day, ask us and we will credit the affected days against your next invoice. We will match the claim against our own operational record.

Planned maintenance carried out with notice, a restart needed to apply a security patch, and any work scheduled outside NSE and BSE market hours are part of the service as described and are not failures of it. Nor is downtime caused by your broker’s API, an exchange halt, a session or token expiry that was not renewed, a dedicated address you had not registered with your broker, a strategy of yours that exhausted the instance, or any network fault between you and us. Those causes are set out honestly on the disclaimer.

A broker that becomes unusable. If a broker you connect changes or withdraws its API so that the adapter can no longer work, we will tell you as soon as we can. That is a change by a third party and is not a failure by us, but if it leaves your instance with no useful purpose, tell us and we will release you from the remainder of the term and refund the unused part of the period, calculated to the day.

What is never refundable

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

• The unused part of a period after a voluntary cancellation, or after you release an address, or after you reduce the size of your instance.
• A period during which you simply did not use the service, or ran no strategies, where the service itself was available.
• An instance suspended or terminated for non-payment, or for a breach of clause 6 of the Terms of Service. That is non-performance by you, not a service failure by us.
• Trading losses, notional losses, opportunity cost or unrealised movement in any position.
• Losses said to arise from an order that was rejected, that did not reach the exchange, or that executed at a price you did not want. The failure modes are enumerated on the disclaimer, and none of them is compensable by us.
• Losses arising from a defect in your own strategy code, from a limit you did not set, from a strategy left running when you meant to stop it, or from any other configuration of yours.
• Losses arising because your broker had not applied your dedicated address, because a session expired, or because your account lacked margin.
• Broker and statutory charges: brokerage, exchange transaction charges, SEBI turnover fees, STT, stamp duty, GST on brokerage, depository charges, auction or penalty charges, interest or margin-shortfall levies, and anything your broker charges for API access or market data.
• Taxes already remitted to the government. Where a refund 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.
• Time lost waiting for your broker to apply an IP whitelist entry, to enable API access or to approve a developer application. Those are steps at your broker, and we have no control over them.

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

How to raise a refund request

Email [email protected] from the address registered on the account, with the subject line “Refund request”. Include:

• Your registered email address and the instance hostname.
• The invoice number, and the payment reference, date and amount of the charge.
• Which ground you are relying on: one of the four payment errors, a failure to provision, or a demonstrated outage. Say which, and say what happened.
• For an outage claim, the date and the approximate time window, and the broker account concerned. We will match it against our own operational record.

Requests must be raised within 15 days of the charge, or of the incident for an outage claim. 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. Support hours are Monday to Friday, 8:00 AM to 5:00 PM IST.

Processing an approved refund

An approved refund 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.

Where the remedy is a credit against your next invoice rather than a refund, it is applied within two working days of the decision and appears as a line on that invoice. No payment instrument is involved, so there is no settlement period to wait through. A credit note is issued for any GST adjustment the correction requires.

An invoice that goes unpaid

Nothing is charged to a payment instrument automatically, so an unpaid invoice is simply an unpaid invoice. What happens, in order:

1. We tell you by email that the invoice is past its due date.
2. Your instance keeps running for a grace period of 7 days from the due date. Your strategies keep trading throughout.
3. Pay inside the grace period and nothing else happens. There is no reconnection charge and no penalty.
4. If it is still unpaid at the end of the grace period we may suspend the instance. Suspension stops your strategies. It does not close positions or cancel resting orders, and managing those remains yours to do through your broker.
5. If it remains unpaid for a further 30 days we may terminate and decommission the instance, which releases the dedicated address. We will write to you before we do, and you get the same 30-day export window described above.

Suspension or termination for non-payment is not a service failure and creates no entitlement to a refund or a credit. Fees accrued up to termination remain payable.

Chargebacks

If you believe a charge is wrong, raise it with us first at [email protected]. Almost every dispute of this kind is a duplicate capture or a payment 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 instance until the dispute is resolved, and we will contest the chargeback with the evidence we hold: the accepted quotation, the invoice, the gateway receipt, the provisioning record and the operational log 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 instance 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: [email protected]. Acknowledged within two working days.
2. Billing and legal review: [email protected]. Response within seven working days.
3. Grievance Officer, Tristack Technologies LLP: Ashutosh Mishra, reachable by email at [email protected]. Acknowledged within 24 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. This version is effective 23 August 2026.