LEGAL INFORMATION

Grievance Redressal Policy

Last updated: 6 November 2026

1. Our commitment

TradeWith Snake wants every learner and website visitor dealing with TradeWith Snake to be treated fairly, respectfully and transparently. This Grievance Redressal Policy explains how you can raise a complaint, how we will handle it, how long it should take and what you can do if you remain dissatisfied. Raising a grievance is free of charge, and you will not be treated less favourably for doing so.

2. What this policy covers

You can use this process for any complaint connected with our website or Services, including:

  • Payments, failed transactions, duplicate charges, refunds and cancellations.
  • Non-delivery of plan access, course material, community invitations or support.
  • The quality of Services, or differences between what was described and what you received.
  • Website content, including statements you believe are inaccurate or misleading.
  • Conduct of a team member or community member, including harassment or abuse.
  • Privacy concerns, such as requests to access, correct or delete your personal data.
  • Copyright or other intellectual property concerns relating to content on our website.
  • Scams or impersonation by anyone falsely using the TradeWith Snake name.

This process does not cover requests for personal investment advice or claims that are based only on market movements or the outcome of trading decisions. These are explained in our Disclaimer. If you are not sure whether your concern is covered, please contact us anyway.

3. Who handles complaints

Complaints are handled by our Grievance Officer. You can reach the responsible person through these contact details:

4. How to raise a grievance

Please write to us by email with the subject line "Grievance". A clear, complete message helps us resolve your complaint quickly. Please include:

  • Your full name, and the email address and phone number you used with us.
  • Your plan name, the date of purchase, and your payment ID or transaction reference, if your complaint relates to a payment.
  • A clear description of the issue, including the relevant dates and what has already been done.
  • Screenshots, documents or links that support your complaint.
  • The outcome you are requesting.

Do not include card numbers, CVV, UPI PIN, net banking passwords, one-time passwords or broker login details in your complaint. We will never ask for them.

5. How your complaint will be handled

Step 1: Acknowledgement. We aim to acknowledge your grievance within 48 hours of receiving it. The acknowledgement will confirm that your complaint is being reviewed and will include a reference, where one is issued.

Step 2: Review. We will check the information you provided against the relevant records, such as payment, enquiry or access records. If we need further information, we will ask for it. The timelines below may be paused until we receive what we need.

Step 3: Resolution. We aim to resolve a grievance within 15 working days of acknowledgement, and in any case within one month from receipt. If a complaint is unusually complex or depends on a third party such as a bank or payment gateway, we will explain the reason for any delay and give you an update.

Step 4: Response. We will send you our decision in writing, setting out what we found and any action being taken. Where we cannot agree to what you have requested, we will explain why.

6. Escalation within our organisation

If you are not satisfied with our first response, reply to the same email within 15 days with the subject line "Grievance Escalation" and explain which parts of the response you disagree with. Your complaint will then be reviewed again by a senior person responsible for the business. We aim to respond to an escalated complaint within 15 working days.

7. Other options available to you

This policy does not limit your legal rights. You can seek help outside our process at any time, including through:

  • National Consumer Helpline: call 1915 or visit consumerhelpline.gov.in to seek guidance or register a complaint.
  • Consumer commissions: under the Consumer Protection Act, 2019, you may be able to file a consumer complaint through the government's e-Jagriti (formerly e-Daakhil) portal.
  • Your bank or payment provider: for transaction disputes, you can contact your card issuer, bank or UPI provider, or use the applicable banking complaints process.
  • National Cyber Crime Reporting Portal: for suspected online fraud, visit cybercrime.gov.in or call 1930.
  • Data Protection Board of India: for personal data complaints, where this route is available and applicable.
  • SEBI: for complaints about SEBI-registered intermediaries, or to report suspicious market activity, you may use SEBI's official channels.

8. Confidentiality and fair treatment

We treat complaints confidentially and share details only with people who need them in order to investigate, or where the law requires it. Please keep your communications respectful. We take the safety of our team and members seriously and may stop handling communications that are abusive or threatening, while still considering the underlying issue where reasonably possible.

9. Reports about impersonation

If somebody claims to represent TradeWith Snake and promises guaranteed returns, asks for access to your trading account, or requests payment to a personal account, please stop communicating with them and report it to us with screenshots. If you have lost money, report it immediately at 1930 or cybercrime.gov.in, as quick action can improve the chance of recovery.

10. Record keeping and improvements

We keep records of complaints and outcomes for as long as reasonably necessary, in line with our Privacy Policy. We also use what we learn from complaints to improve our content, our processes and the support we provide to learners.

11. Changes to this policy

We may update this policy as our processes or legal requirements change. The latest version will always be published on this page, along with its "last updated" date.

12. What we ask of you

To help us resolve your complaint, please raise it as soon as reasonably possible after the issue occurs, because payment and access records are easier to verify while they are recent. Please send all details in a single email thread and use the same email address you used at purchase, where possible. If somebody is writing on your behalf, please tell us and confirm that you have authorised them, so that we can protect your personal data. Filing the same complaint through several channels can slow things down, so please share any reference you already hold. We will consider every genuine complaint on its facts, and we will correct our mistakes where we find them.