Refund Policy

1.Scope of This Policy

This Refund & Cancellation Policy (the "Policy") explains when money paid to StockYatra may be refunded. It forms part of, and must be read together with, our Terms of Use.

1. 1.1StockYatra is an educational paper-trading simulator operated by Lacspace Corporation Pvt. Ltd. It executes no real trades and holds no client securities. This Policy covers only optional payments you choose to make to us for in-app services.
2. 1.2"You" means any individual or entity that holds a StockYatra account or makes a payment to us.
3. 1.3By making a deposit or optional purchase on StockYatra, you agree to this Policy. If you do not agree, do not make a payment.

2.StockYatra Is Free to Learn

1. 2.1The core StockYatra experience — creating an account, placing simulated trades on NEPSE data, tracking a virtual portfolio, and reading our educational content — costs nothing.
2. 2.2You never need to pay to learn on StockYatra. Any payment is entirely optional and is for additional in-app services only.
3. 2.3Because the essential learning features are free, most people will never make a payment, and this Policy will not apply to them.

3.The Cash & Coins Model

StockYatra uses two separate balances. It is important to understand the difference before you pay anything.

1. 3.1"Cash" is real deposited value that you may use for optional in-app services:
   • you add cash by making a deposit through a supported payment method;
   • every deposit is verified manually by our team before it is credited to your account;
   • cash is only ever used to obtain optional services described in this Policy.
2. 3.2"Coins" are an in-app EDUCATIONAL currency only. Coins:
   • have NO monetary value and are not money;
   • are non-withdrawable — they can never be paid out to you;
   • cannot be exchanged, converted or redeemed back into real money or cash;
   • exist solely to help you practise, learn and engage with the simulation.
3. 3.3Cash and coins are distinct. Crediting or spending coins does not create any right to a cash refund, and coins are outside the scope of the refund grounds in this Policy.

4.Virtual Trading Balances Have No Real-World Value

1. 4.1All trading on StockYatra uses virtual money. Your simulated portfolio value, profits, losses, holdings and rankings are educational figures with no real-world monetary value.
2. 4.2Virtual balances, gains or leaderboard standing are never redeemable for money, cash or coins, and are not covered by this Policy. See the Risk Disclaimer for more.

5.Optional Purchases

Where offered, cash may be used for optional in-app services such as:

1. 5.1Examples of optional, paid services include, without limitation:
   • premium or enhanced educational features and tools;
   • additional practice content or learning modules;
   • cosmetic or convenience items within the simulation.
2. 5.2Optional purchases are never required to use the core Service, and buying them does not change the fact that all trading remains simulated and educational.
3. 5.3The availability, pricing and contents of optional services may change at any time, as described in Changes to This Policy.

6.How Deposits & Billing Work

1. 6.1When you make a deposit, the funds are held pending review. Our team verifies each deposit manually before crediting your cash balance.
2. 6.2Manual verification means a deposit is not instant. We aim to review deposits promptly but do not guarantee any particular timeframe.
3. 6.3Once a deposit is verified and credited, we confirm it through the Service or by email. You should keep your own record of any payment reference.
4. 6.4If a deposit cannot be verified, we may decline to credit it and will return the funds to you where reasonably possible.

7.No Real-World Value; Not Redeemable for Cash

1. 7.1Coins and virtual balances are not stored monetary value, e-money, or a financial product. They cannot be withdrawn, transferred to another person, or redeemed for real money.
2. 7.2Nothing in this Policy entitles you to convert coins, virtual gains or leaderboard rewards into cash. Only a valid, verified cash deposit can be the subject of a cash refund.

8.When Refunds Are Considered

We will consider a refund of a cash payment in these circumstances:

1. 8.1Refunds may be granted where:
   • a charge failed, was duplicated, or was taken in error;
   • you were charged an incorrect amount;
   • a paid service you purchased was not delivered to you;
   • a refund is required under applicable consumer-protection law.
2. 8.2Where a refund is required by applicable law, that legal right prevails over anything narrower in this Policy.
3. 8.3We review each request in good faith and on its own facts. Consideration of a request does not, by itself, guarantee a refund.

9.When Refunds Are Not Given

Except where applicable law requires otherwise, refunds are not given:

1. 9.1No refund is due where:
   • coins have already been consumed, spent or used;
   • you have changed your mind after a service has been delivered or used;
   • your account was suspended or terminated for breach of our terms;
   • the item is a virtual, cosmetic, leaderboard or in-simulation item that has been used or claimed.
2. 9.2Coins carry no monetary value and are non-withdrawable, so they are never refundable as cash regardless of how they were obtained.
3. 9.3We are not liable to refund virtual balances, progress, rankings or content lost through enforcement action taken under the Acceptable Use policy.

10.How to Request a Refund

1. 10.1To request a refund, email support@stockyatra.com and include:
   • the email address or username on your StockYatra account;
   • the date, amount and payment method of the charge;
   • any payment reference or receipt you have;
   • a short description of why you are requesting a refund.
2. 10.2Please contact us within a reasonable time of the charge. The more detail you provide, the faster we can review your request.

11.Processing Method & Timeframe

1. 11.1Where we approve a refund, we make a best-effort payment back to the original payment method used, unless that is not possible and we agree another method with you.
2. 11.2Refund timing depends on your bank or payment provider and is outside our control. We aim to process approved refunds promptly but cannot guarantee a fixed timeframe.
3. 11.3We may need to verify your identity and ownership of the account and payment method before issuing any refund.

12.Chargebacks & Disputes

1. 12.1If you believe a charge is wrong, please contact us first at support@stockyatra.com. Most issues are resolved quickly once we can see the details.
2. 12.2Raising a chargeback or payment dispute before contacting us may delay resolution and can result in your account being suspended while the dispute is investigated.
3. 12.3If we cannot resolve a payment matter directly, you may escalate it under our Grievance & Dispute Resolution process.

13.Taxes & Currency

1. 13.1Any applicable taxes, bank charges or currency-conversion fees are your responsibility and may be added to, or deducted from, the amounts you pay or are refunded.
2. 13.2Where a payment was made in one currency and refunded in another, the amount you receive may differ due to exchange-rate movements and provider fees, which are outside our control.

14.Changes to This Policy

1. 14.1We may update this Policy from time to time. The current version is always the one published at stockyatra.com/legal/refund-policy, and the effective date at the top reflects the latest revision.
2. 14.2Material changes will be notified through the Service or by other reasonable means. Continued use after a change means you accept the updated Policy.

15.Contact

1. 15.1Refund and billing questions: support@stockyatra.com. For unresolved disputes, see Grievance & Dispute Resolution.