Shelltrades Capital believes in providing complete satisfaction to our clients,
therefore, is transparent about the Refund & Cancellation Process. Clients can withdraw the
funds from their trading account at any time. When a client submits a redemption request,
Shelltrades Capital shall aim to process it within one or two business days. To quicken the
process, Clients are advised to ensure the details on the redemption form are correct and
filled in its entirety, including the invoice, order number and the reason for requesting a
refund.
Shelltrades Capital must verify that the sender is a registered client, before
processing the amount to the client’s trading account, otherwise, the Company reserves the
right to refund the net amount received to the remitter by the same method as it was
received.
Shelltrades Capital shall only refund the amount to the person whose name appears on
the registered account. If the mentioned name is different, the client must contact
Shelltrades Capital Compliance Department to get the approval.If the payment has been made by
credit card, the refund shall be processed to the original credit card used at the time of
purchase.
Mistakes made by Shelltrades Capital while transferring the funds shall be refunded to
the Client. However, this does not apply if the client has provided wrong instructions or
information to Shelltrades Capital, in which case, the client may have to suffer the loss.
Shelltrades Capital is not responsible for any fees charged by other payment service
providers or intermediaries. For the information on fee /changes, please contact the
customer care service of Shelltrades Capital.
Chargebacks
In case of a chargeback request, the clients are liable to pay the chargeback
fee or reversed payments.
Cancellation
Shelltrades Capital follows a flexible cancellation process and considers valid
cancellation requests, providing full cooperation to the clients.
Clients may cancel their account application at any time. In order to improve
our services, Shelltrades Capital may request a valid reason for the cancellation. Shelltrades Capital may
not process cancellation request if the client has an account balance or any open positions.
Clients are required to redeem their funds and close all open positions before
requesting for account cancellation.
For further information regarding order cancellation, clients are requested to
go through Shelltrades Capital Customer Agreement.