Cancellation Policy

Every cancellation must be initiated by the account holder in writing. The fastest path is from the dashboard:

1. Sign in and open Dashboard → Orders.
2. Find the order and click Cancel. If the button is disabled, your order is past the Transferring stage and is no longer cancellable — contact us anyway and we'll review.
3. Provide a short reason and confirm. You'll receive an email acknowledging receipt within 15 minutes.

If you can't reach the dashboard (e.g. account lockout), email support@polemarch.in from your registered email address with your order id and a cancellation reason. We respond within 4 business hours on weekdays.

• Acknowledgement: immediate email confirmation when the cancellation is initiated.
• Decision: we confirm whether the cancellation is accepted within 1 business day, based on the order's current stage (see the stage table above).
• Refund to wallet: instant once the cancellation is accepted. The wallet credit is usable immediately for another order.
• Refund to bank (if requested): 3–7 business days via the same virtual-account lane the original payment came through. External UPI / bank-clearing time is subject to your bank.

The platform fee is only charged for services actually rendered. Specifically:

• Before sourcing starts: zero fees retained. The full amount is credited back to your wallet.
• During sourcing (not committed to a seller): zero fees retained.
• During sourcing (committed to a seller): ₹250 or 0.25% of order value, whichever is lower, retained to cover counterparty-close costs.
• After allocation: the full 2% platform fee is retained, plus a ₹500 reservation-release fee paid to the seller for holding inventory on your behalf.
• GST on retained fees: charged at 18% per Indian law; the refund is the order minus retained fee minus GST on that fee.

Low-quantity fees (₹250 flat on orders below ₹10,000) are not refunded on cancellation, as they cover fixed settlement plumbing that has already been spent at checkout.

If your order is rejected, fails to transfer, or shows any inconsistency — wrong quantity, wrong ISIN, price mismatch vs quoted — you must report it within 48 hours of the fulfillment email. Reports after 48 hours may not be eligible for resolution under this policy, though we will always investigate in good faith.

For deficiencies traced to our side (sourcing error, DP misrouting, wrong ISIN delivered), a full refund plus any applicable compensation is issued regardless of cancellation stage.

Refunds default to your Polemarch wallet because that's how the money entered (either via your linked bank's virtual account or via an admin-approved manual deposit). Wallet credit:

• Lands instantly the moment we accept the cancellation.
• Is fully reusable for a subsequent order — no minimum hold period.
• Carries no transaction fee for the credit leg.

If you'd rather have the money back in your bank account, request a wallet withdrawal after the refund credits. Withdrawals route through your linked bank's same virtual-account lane as deposits. Standard bank clearing time applies (typically 3–7 business days; most complete within 24 hours during banking hours).

Once the following states are reached, cancellation isn't an option — the transaction has crossed into depository territory and has to complete before it can be unwound, and unwinding is a sale, not a cancellation:

• DIS (Delivery Instruction Slip) submitted to the seller's DP;
• Shares visible in your demat against the ISIN;
• Any post-settlement regulatory reporting has been filed.

If you want to exit the position after settlement, treat it as a fresh sell order. We'll source a buyer, and the same 2% platform fee + applicable taxes apply to the sell leg.

In a small set of cases, cancellation may be imposed by events outside our (or your) control. Examples:

• The issuer suspends transfers (e.g. pre-IPO quiet period, corporate action, stay order).
• CDSL / NSDL or a DP pauses the ISIN.
• SEBI or RBI issues a circular affecting the eligibility of the security.
• Force-majeure events (natural disaster, network outage, banking freeze).

In such cases, all retained fees are returned with the refund (no platform fee, no low-quantity fee, no GST-on-fee), and we communicate the specific circumstance in the cancellation email. We are not liable for consequential losses (missed market opportunities, opportunity cost of parked funds) beyond the amount already paid.

If you disagree with a cancellation decision or the amount refunded, you can escalate through our formal grievance-redressal process, which is described in detail on the Grievance Redressal page. Escalation levels:

1. Level 1: reply to the cancellation email within 7 calendar days; a senior ops reviewer responds within 3 business days.
2. Level 2: if unresolved, email the Grievance Officer at grievance@polemarch.in. Resolution target: 10 business days.
3. Level 3 — SEBI SCORES: if still unresolved after Level 2, you can file a complaint with SEBI's SCORES portal. Details + our regulator correspondent on the Grievance Redressal page.

Polemarch maintains final authority on cancellation and refund decisions. Each request is evaluated on a case-by-case basis considering the transaction status, settlement obligations, counterparty commitments, and applicable regulatory requirements.

Polemarch is not responsible for delays introduced by banking providers, depository participants, or statutory obligations under SEBI regulations. This policy is subject to change; the latest version is always published on this page.