Disclaimers

Insurance Disclaimer

Trustline Insurance Broker Pvt Ltd. CIN:U74140DL2008PTC180546] [ Registered Address: C-647, New Friends Colony, New Delhi - 110025], is an IRDAI licensed Direct Broker bearing License No. DB-462 / 10, license dated 27/12/2019 valid till 26/12/2022 (originally licensed by IRDAI on 26/12/2013 and renewed thereafter) rendering advice on various insurance covers suitable to all kinds of needs.Prospective client(s) are advised to go through all comparable products available in the market, the product notes, terms and conditions of the product selected, before taking the decision. Insurance is a subject matter of solicitation.

Internal Control Policy

Every Employee of Trustline Securities Limited (Formerly Known as K & A Securities Private Limited) is required to follow the policies and procedures as laid down in order to serve the organization in a better and fruitful purpose. The policies and procedures are as follows:

1. Client Registration, Documents maintenance:

   Account opening Process and documents maintenance is taken care of in house by a separate account opening department centrally. The process is maintained in such a manner that from verification to enabling the UCC upload, different persons are involved and responsible for each step so that the concept of maker checker is effectively taken care of. Proper MIS is sent for the different steps so that proper control and checks are exercised. Forms received at our various locations are received at centralized account opening department after the basic checking of the account opening kit and in person-verification of documents/proofs received with its original. After opening the code, welcome kit & copy of documents executed is sent by the post to the address given in the account opening form along with all the concerned telephone numbers and email id’s where the client can make his queries/complaints along with the details entered in the Client Master. After opening of accounts we also do periodic review of the client’s & obtain their financial & other details. Particulars of client’s or change in client master details of the client’s are done as per the specific request of clients after receiving documentary proofs if required. All the documents are kept in such a manner so that it can be retrieved whenever required after opening of the account. Our marketing personals are provided regular training to make them update about the various exchange norms so that they can provide appropriate information to prospective client’s while offering services related to financial markets. We ensure that promotional schemes must adhere the exchange norms in this regard.

2. Closure of Client Accounts/Dormant Account

   Accounts are closed on request of the client or after giving intimation from our side to the client. In case of client request accounts are closed only after verification all the documents & settlement of all the dues & securities etc.

   For closure of client account, we receipt the letter from client, who want to close his/her client account and give a receipt to the client. We make this client code inactive in our back office, so that no trade can be done/punched in his/her client code. For Transfer of client from one branch to another branch, we have change in our back office. A daily file is generated from our back office to verify whether any trade has been done in any code which is dormant in nature & if any such case is found then it should be verified from the concerned clients to ensure that said trade is done by the respective client only.

3. Order Receipt and Execution

   Orders are received from the clients telephonically or personally and are executed as per the instructions of the clients. Dealers receiving the telephonic orders make necessary verification before executing the orders. At most of the locations, the telephone lines are recorded for which logs are maintained for a period of 1 month. There is system of trade confirmation via SMS and Telephonically on the numbers given by the clients in the Account opening form. No discretionary powers are exercised at any location to execute client orders. Controls like executing orders by personal visits and voice confirmation by the dealers are adopted for receipt of order from respective client only.

4. Sending Contract Notes, Daily Margin statement, Quarterly Statement of Accounts to clients:

   All the Contact notes along with daily margin statement for the trades executed are centrally sent by email on daily basis within 24 hours trades executed to our clients. Log file are maintained for the contract notes sent to the clients. The quarterly statements are dispatch within the stipulated time by email. All client are provided access to the web based back office where all the reports including contract notes, settlement obligation, daily margin reports ,etc are provided to the clients.

   Collection of pay in, margin, limits setting for exposures & turnover for clients, terminals, branches & sub-broker level

   We take the clients payin only by first party cheque which is self authorized by the client. Similarly the upfront margin for Future and options is taken in the form of First party chq (Self authorized) and pledged stocks (haircut applicable as per exchange).The premium for options is taken only through cheque and MTM is also settled by cheques only.

   Clients can deposit the cheques at our local branches & we provides its credit to the clients after receiving scanned copy of the cheques so that third party transactions can’t be made

   The limits and exposure is provided as per the clients debit and credit positions, along with stocks lying with us, margin requirement for the open positions in f&o segment, MTM check and ageing report is also taken in consideration. Payments are made to clients as per the request of client incase of running case and in any other case payment is to clients through cheques in compliance of exchange norms.

5. Square off of positions / Liquidation of securities without consent of clients

   The Clients are informed of any increase in margin, or any increase in MTM losses beyond their collaterals through emails, phones and sending sms to the clients mobile number. We provide opportunities to the clients to bring in adequate margin to such extent so that our position does not remain uncovered. If payment is not received despite reminders then we square off the positions after giving prior intimation to the clients and the details is communicated by telephone, SMS or email.

6. Transfer of Trades

   The trade is not transfer to one client to another client account. If in rare case if any error is occurred from dealer, then we take the letter from both the client and modify the same with in the prescribed time in exchange online.

7. Policy of Internal Shortage

   We have followed the policy prescribed by the Exchange in case of internal shortage

   I Investor Redressal Mechanism Investor Satisfaction being of utmost importance, investor Redressal mechanism is the most important activity for which necessary mechanism and systems are in place. All the investor grievances are monitored and redressed by the Compliance Officer of the Company who reports directly to the Board of Directors and this essentially takes care of the necessary escalation in case of any long pending and serious compliant, otherwise the same are taken care of by the Compliance Officer with the support of the Compliance team. The clients can email their grievances on the email id [email protected] which is displayed on our website and the same also mentioned on the contract notes and other correspondence if any sent to the client from time to time. All the mails received are duly monitored and redressed by the Compliance Officer. The register of grievances is centrally maintained for better control and monitoring, Thus the grievances received in writing, mail, verbally, etc. are centrally monitored and redressed and recorded with all the necessary steps taken for redressal of the same. Proper analysis is undertaken to analyse the nature of complaints received, pattern of complaints and concentration if any at a particular location, so that every effort is taken to remove the root cause of grievance by the client. Periodic visits and inspections are undertaken for the branches and sub brokers to get the feedback of clients on the issues like receipt of contract notes, trade confirmation, SOA & margin statements etc. Depending on the feedback received necessary corrective steps are introduced into the system. For ensuring that the funds received from the particular clients are properly accounted for, scanned copy of all cheques collected at various locations is received at the Head Office where centralized accounting is maintained, by which it is ensured that the cheques are credited to the account of the correct client and also from the particular accounts mentioned in the client account master in the Back office software maintained centrally. No other separate software is maintained for maintaining client account details.

   Thus every attempt is made to redress the grievance/problems of the clients and introduce systematic changes into the processes so that such instances are avoided.

8. Allotment, Surrender of trading terminals, Opening & Closing of Branches.

   1. Our exposure and limit mechanism is automatic and every client gets limits as per their funds and stocks. Moreover we keep a watch on the trading activities of each and every client and the dealer id’s. In case we find any discrepancy with the norms and compliances we take immediate actions which depends on case to case basis. We ensure that only exchange approved software are used. In case if any client wants trade in some other locations we take NOC from those clients and map the id where he wishes to trade. Information pertaining to allotment & surrender of trading terminals are submitted to the exchange through the software provided by the exchange in this regard. Our Risk Management & Compliance keeps records that terminals provided to Braches & Sub-Brokers could not be used for unauthorized/ illegal purpose.
   2. Opening & Closing of branches/ sub broker offices Branch is opened at a particular location after the feasibility study is positive. All the steps decided in the opening procedure from compliance perspective are taken care by the Compliance Department. Sub brokership registration is also taken care by the Compliance Department. In case of surrender of sub brokership, the procedure prescribed by the Exchange is followed. In case of closure, as per the procedure the financial ledger confirmation is taken from the clients and all the clients are informed that in case of any disputes they have 1 month’s time to come out with discrepancies, if any.
   3. All the requests for allotment and surrender of trading terminals are processed centrally from the Head Office. After due verification, the Co-ordination Department which is continuously in touch with the branches and sub brokers forwards the details to the Compliance Department for the submission of information to the Exchange. Thus the verification of information in respect of username, user id, location, etc. is done at 2 points to ensure submission of the correct information.

9. Branch & Sub-Brokers Audits

   We have designated a Compliance team which is headed by the Compliance Officer for periodic inspection of Branch & Sub-Brokers Audit on periodic basis. We ensure that all the areas as per the exchange norms are covered under the inspection. After the inspection a report is provided to concerned office with findings of the inspection along with the suggestions for better compliance. We also ensure that Notice Boar & SEBI registration certificates are displayed at the branch/ sub-brokers office. We have appointed auditor for conducting the internal audits as per the exchange norms. Findings & suggestions of the Internal Auditors are referred to audit committee which is designated to comply with the findings of the internal & rectify the discrepancies if any found.

Research Disclaimer

Trustline Securities Limited (hereinafter referred as TSL) is engaged in diversified financial services business including equity broking, DP services, portfolio management services and distribution of Mutual Fund. TSL is a member of the National Stock Exchange of India Limited (“NSE”) and the BSE Limited (“BSE”). TSL is also a Depository Participant registered with CDSL, NSDL and AMFI registered distributor of mutual funds.

• This research report (“Report”) is for the personal information of the authorised recipient(s) and is not for public distribution and should not be reproduced or redistributed to any other person or in any form without TSL’s prior permission. The information provided in the Report is from publicly available data, which we believe, are reliable. While reasonable endeavors have been made to present reliable data in the Report so far as it relates to current and historical information, but TSL does not guarantee the accuracy or completeness of the data in the Report. Accordingly, TSL or any of its connected persons including its directors or subsidiaries or associates or employees shall not be in any way responsible for any loss or damage that may arise to any person from any inadvertent error in the information contained, views and opinions expressed in this publication.
• Past performance should not be taken as an indication or guarantee of future performance, and no representation or warranty, express or implied, is made regarding future performance. Information, opinions and estimates contained in this report reflect a judgment of its original date of publication by TSL and are subject to change without notice. The price, value of and income from any of the securities or financial instruments mentioned in this report can fall as well as rise. The value of securities and financial instruments is subject to exchange rate fluctuation that may have a positive or adverse effect on the price or income of such securities or financial instruments.
• Registration granted by SEBI and certification from NISM does not mean that TSL is guaranteeing any performance or providing any assurance of returns to clients.
• The Report also includes analysis and views of our research team. The Report is purely for information purposes and does not construe to be investment recommendation/advice or an offer or solicitation of an offer to buy/sell any securities. The opinions expressed in the Report are our current opinions as of the date of the Report and may be subject to change from time to time without notice. TSL or any persons connected with it do not accept any liability arising from the use of this document.
• Investors should not solely rely on the information contained in this Report and must make investment decisions based on their own investment objectives, judgment, risk profile and financial position. The recipients of this Report may take professional advice before acting on this information.
• TSL has other business segments / divisions with independent research teams separated by 'Chinese walls' catering to different sets of customers having varying objectives, risk profiles, investment horizon, etc and therefore, may at times have, different and contrary views on stocks, sectors and markets.
• This report is not directed or intended for distribution to, or use by, any person or entity who is a citizen or resident of or located in any locality, state, country or other jurisdiction, where such distribution, publication, availability or use would be contrary to local law, regulation or which would subject TSL and its affiliates to any registration or licensing requirement within such jurisdiction. The securities described herein may or may not be eligible for sale in all jurisdictions or to certain category of investors. Persons in whose possession this Report may come are required to self-inform of and to observe such restrictions.
• As TSL along with its associates, are engaged in various financial services business and so might have financial, business or other interests in other entities including the subject company or companies mentioned in this Report. However, TSL encourages independence in preparation of research report and strives to minimize conflict in preparation of research report. TSL and its associates did not receive any compensation or other benefits from the subject company/Companies mentioned in the Report or from a third party in connection with preparation of the Report. Accordingly, TSL and its associates do not have any material conflict of interest at the time of publication of this Report.
• As TSL and its associates are engaged in various financial services business, it might have:- (a) received any compensation (except in connection with the preparation of this Report) from the subject company in the past twelve months; (b) managed or co-managed public offering of securities for the subject company in the past twelve months; (c) received any compensation for investment banking or merchant banking or brokerage services from the subject company in the past twelve months; (d) received any compensation for products or services other than investment banking or merchant banking or brokerage services from the subject company in the past twelve months; (e) engaged in market making activity for the subject company.
• TSL and its associates collectively do not own (in their proprietary position) 1% or more of the equity securities of the subject company/ companies mentioned in the report as of the last day of the month preceding the publication of the research report.
• The Research Analyst/s engaged in preparation of this Report or his/her relative (a) does not have any financial interests in the subject company/companies mentioned in this report; (b) does not own 1% or more of the equity securities of the subject company mentioned in the report as of the last day of the month preceding the publication of the research report; (c) does not have any other material conflict of interest at the time of publication of the research report.
• The Research Analyst/s engaged in preparation of this Report:- (a) has not received any compensation from the subject company in the past twelve months; (b) has not managed or co-managed public offering of securities for the subject company in the past twelve months; (c) has not received any compensation for investment banking or merchant banking or brokerage services from the subject company in the past twelve months; (d) has not received any compensation for products or services other than investment banking or merchant banking or brokerage services from the subject company in the past twelve months; (e) has not received any compensation or other benefits from the subject company or third party in connection with the research report; (f) has not served as an officer, director or employee of the subject company; (g) is not engaged in market making activity for the subject company. SEBI Research Analyst Reg. No. INH100000528

Privacy Policy

In the course of using this website or any of the websites under the ‘Trustline’ domain or availing the products and services vide the online application forms and questionnaires, online consents and such other details required from time to time on any of Trustline’s (and/or its affiliates) web platforms or mobile applications, Trustline and/or its affiliates may become privy to some of Your personal information, including which may or may not be of confidential nature. Trustline is strongly committed to protecting the privacy of its users/clients and has taken all necessary and reasonable measures to protect the confidentiality of any customer information.

For the purpose of these Privacy Policy, wherever the context so mentions “Covered Persons”, "Client","You" or "Your”, it shall mean any natural or legal person who has visited this website/platform and/or has agreed to or has enquired open an account and/or initiated the process of opening an account with Trustline (also defined as “Covered Persons”).

Trustline allows any person to use/visit/browse the website without registering on the website. The term "We", "Us" , "Our" and "Team Trustline" shall mean Trustline Securities Limited. Trustline Securities Limited and/or Trustline Commodities Pvt. Ltd. (hereinafter shall be referred together as ‘Trustline’). Trustline Securities Limited is a Trading Member of NSE and BSE, registered with Securities & Exchange Board of India ("SEBI") and having Registration No. INZ000211534. This website is owned, operated and maintained by Trustline Securities Limited, a Company incorporated under the Companies Act, 2013 having CIN: -U74899DL1995PLC064753, and having its Registered Office at Property No. 85, 1st Floor, Namberdar Estate, Taimoor Nagar, New Friends Colony, New Delhi - 110025. Access to Your Trustline account and the usage of Your account is subject to Your compliance with all the terms and conditions set forth herein, read along with all documents, including but not limited to; applications forms and undertakings, signed by you during account opening, and any terms/consents/policies included on Trustline’s website/domain, i.e. https://Trustline.in/, including its “Terms and Conditions”, “Policies & Procedures”, and “Disclosure”.

Scope of this Policy

Any natural or legal person who has visited the Trustline website/platform and/or the mobile application, and/or who may or may not have further agreed to initiate the process of opening an account with Trustline shall come under the purview of the scope of this Privacy Policy. Trustline shall at all times follow all such rules prescribed under the Information Technology Act, 2000, and rules & procedural guidelines set by the Securities Exchange Board of India (“SEBI”) and/or any of its regulated entities/intermediaries that Trustline is a member of.

Collection and use of your personal information

Trustline may or may not collect your Personal Information to provide services on its web based platform or mobile application. While opening a trading and demat account with Trustline, you may be asked for certain Sensitive Personal Data or Information (as defined under the Information Technology Act, 2000) to complete your KYC (as per the ‘Know Your Client’ requirements set by SEBI) and as per the Prevention of Money Laundering Act, 2002.

Trustline, may or may not, request for sensitive information from You at the time of account opening, which would include but not be limited to, (i) setting a password; (ii) financial information such as Bank account or credit card or debit card or other payment instrument details; (iii) information such as name, contact number, gender, date of birth, residence and employment addresses, father’s/mother’s and spouses names, bank account details, scans/copies of document proofs of address & identity such as Photograph, PAN, passport, drivers license, Aadhaar (voluntarily) etc. (iv) uploading signature proof/photo etc. All such information would be for the purpose of: identity verification and background checking for account opening as per KYC & AML Rules, personalising services offered to you, keeping you updated of our products and services relevant to you, information pertaining to our services you’ve subscribed to, and for any legal and regulatory / audit purposes.

Under Regulation 5 of the Information Technology (Reasonable Security and Procedures and Sensitive Personal Data or Information) Rules, 2011, Trustline is obliged to provide every registered user of Trustline with a readable copy of the personal information you have provided us.

We would save such information as required by the law, and as directed by the regulators along with such intermediaries regulated by them, for the purpose of offering You our services, and for such further regulatory, audit, and business purposes. We collect Personal Information from you only when you voluntarily use the services provided by Trustline, and/or enquire to begin an association with Trustline and/or complete the process of opening an account with Trustline.

With regard to security, we respect all information provided to us, and take all reasonable steps towards protection of the same. We have implemented technology and policies, with the objective of protecting your privacy from unauthorized access and improper use, and periodically review the same. We maintain procedural safeguards to protect the confidentiality and security of personally identifiable information transmitted to us.

Aadhaar user consent policy

Voluntary Act:

The act of providing your Aadhaar is voluntary in nature, which will only be required for completing your account opening procedure online and for digitally signing the Trustline account opening form. Your Aadhaar may also be used as a proof of address as an alternative choice to drivers license or Passport copy, which is a voluntary decision to be made by You. You may alternatively choose to go through the offline route of account opening by physically signing all such account opening documents, which does not require you to share your Aadhaar information at all.
Trustline does not store any Aadhaar information
During your online account opening process, you do not input any Aadhaar details on the Trustline platform. You would be issuing your Digital Aadhaar to Digilocker, from where Trustline (Trustline is registered as a Requester on the Digilocker platform) would receive information, based on your consent to allow Digilocker to share such information with Trustline, limited to: (1) The last four digits of your Aadhaar / VID (Virtual ID created on the UIDAI website), (2) Full Name, (3) Date of Birth, (4) Gender, (5) Address, and (6) Your Photo.

Digilocker is a part of the National eGovernance Division under the Ministry of Electronics & Information Technology (MeitY), Government of India. The Digital Aadhaar issued within DigiLocker is the same as the eAadhaar issued by UIDAI (https://eaadhaar.uidai.gov.in). DigiLocker has partnered with UIDAI to make it available automatically to its users when they link their DigiLocker account with Aadhaar. This act of issuing an eAadhaar within Digilocker and subsequently Digilocker sharing the information limited to the above points, leads to behaving as a physical KYC. Trustline only receives information limited to the above points for the purposes of completing KYC of clients online.

All clients may alternatively follow the offline route of account opening, which does not require sharing any Aadhaar related information.
During your online account opening process, you would also be sharing your Aadhaar with Digiotech Solutions Pvt. Ltd. for the purpose of digitally signing the Trustline account opening form. Digiotech Solutions Pvt. Ltd. does not share your Aadhaar with Trustline. After the account opening form has been digitally signed by you, a copy of the digitally signed form would be emailed to you and to Trustline for reference/audit purposes. Digiotech Solutions Pvt. Ltd. is a licensed e-Sign ASP (Application Services Provider) with CDAC, compliant with the guidelines laid down by the Controller of Certifying Authorities (CCA), India and UIDAI, to enable you to eSign the account opening forms online.

Collection and use of your non-personal information

Trustline may from time to time collect information, i.e. Non-personal information which cannot be used to identify you personally, while You are using the website or mobile application. Trustline may from time to time collect information such as Non-personal information such as IP (internet protocol) addresses, browser types, the name of your ISP (internet service provider), information about a third party link/URL from where You arrive to our website/mobile application, which pages/URLs do You click on the Trustline website / mobile application, and the amount of time spent on each.

Trustline uses Google Analytics, a web analytics service provided by Google, Inc. Google Analytics uses first-party cookies to report on user interactions with our web-based services. These cookies store non-personally identifiable information.

Usage of Cookies
Trustline may from time to time use cookies. Cookies are small data files that a website stores on Your computer. Trustline may use persistent cookies which are permanently placed on your computer to store non-personal (Browser, ISP, OS, Clickstream information etc) and profiling information (age, gender, income etc). While cookies have unique identification nos, personal information (name, a/c no, contact nos etc) shall not be stored on the cookies. We will use the information stored in the cookies to improve Your browsing experience on our website, by throwing up relevant content where possible. We will also use the cookies to store visitor preferences to ease visitor navigation on the site.

Disclosure and transfer of collected information.

Trustline does not share any of your information with third parties except: (i) with respect to providing the information or services that you have requested earlier, (ii) or with your express permission for sharing such information, or (iii) with intermediaries/applications who require such information as per regulatory requirements and procedure laid down by

Under no circumstances will we sell or rent your personal information to anyone, for any reason, at any time. Trustline has taken best and reasonable steps to ensure prevention of any unauthorised disclosure of your sensitive personal information.

Disclosure for regulatory compliances: Trustline will share your information with judicial, administrative and regulatory entities to comply with any legal and regulatory requirements. Disclosures with your prior consent: If, at any time, you choose to utilise the integrated services of third party service partners through us, we will share your information with these third party service partners with your prior consent.

Disclosure for provision of services: Trustline will share your information with third party vendors of Trustline as necessary for the provision of services. Authorized third party vendors are bound by the same standards of data security practices and procedures as we are under law and contract. They are subject to the same penalties as we are for the unauthorised disclosure of your personal information.

Privacy Statement as per EU-GDPR

In case You are subjected to the above stated Regulation, You would have the below stated rights:

• You may request your data be deleted or corrected;
• You may request for access of any data that has been stored by Trustline for providing You services;
• You may request storable & readable data to be transferred to another party, this shall be done by Trustline to the maximum extent possible;
• As and where any data is requested, it would be taken only post your prior consent;

We are permitted to process your personal data in compliance with Data Protection Legislation by relying on one or more of the following lawful grounds:

• You have explicitly agreed to us processing such information for a specific reason.
• The processing is necessary to perform the agreement we have with you or to take steps to enter into an agreement with you.
• The processing is necessary for compliance with a legal obligation we have.
• The processing is necessary for the purposes of a legitimate interest pursued by us, which might be: to provide services to you; to ensure that Your trading & demat account products/services are running smoothly;
• To prevent, detect, investigate and prosecute fraud and alleged fraud, money laundering and other crimes and to verify your identity in order to protect our business and to comply with laws that apply to us and/or where such processing is a contractual requirement of the services you have requested;
• to ensure that complaints are investigated;
• to evaluate, develop or improve our services; or to keep our customers informed about relevant services, unless you have indicated at any time that you do not wish us to do so

You may refuse to accept cookies by activating the setting on your browser which allows you to refuse the setting of cookies. However, if you select this setting you may be unable to access certain parts of our website. Unless you have adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.

After giving a written notice, a user, who is subject to GDPR, shall have the right to receive Personal Information and Non-Personal Information, which is provided to Trustline during the usage of Trustline’s services, such that, this information may be used by another entity which is technically feasible by all parties to the maximum extent possible. For sending across any notice pertaining to removal or requesting to receive all such Personal Information and Non Personal Information, such that, this information may be transferred to another entity/controller of such data as per the GDPR, all subject users are required to write to “helpdesk[@]Trustline[.]in”. The designated Data Protection Officer for the purposes of this GDPR shall be Mr Rohit Kumar.

Security

Our hosting services and servers maintain its systems in accordance with industry standards and best practices to reasonably secure the information of its customers, such as using SSL encryption in certain places to prevent eavesdropping, and employing up-to-date software on the server. However, no data transmission over the Internet can be guaranteed to be 100% secure. “Perfect security” does not exist on the Internet, and therefore You use the website and mobile application at your own risk.

Your data is transmitted between your device and our servers using HTTPS protocol for encryption. HTTPS is the technology used to create secure connections for your web browser, and is indicated by a padlock icon in your browser.

Trustline follows industry best practices, using open and known principles when transferring and storing your data. We believe the biggest threat to the security and privacy of your data is if someone gains access to any of your devices. Remember to keep your password safe and secret to prevent unauthorised access to your Trustline account. If you think that the security of your Trustline account has been compromised, change your password and contact us immediately for further assistance.

Correction/Updating or Access to Personal Information

In case of any changes with respect to any of your information, especially Personal Information has been changed or in case you would not like to continue the services of Trustline, then you would be required to either update your Personal Information or unsubscribe from any updates / information with respect to notifications on the products/services that you had earlier utilised or enquired upon at Trustline. In case you would like to modify / delete any details with respect to your Personal / Non-personal information, or to access your information in readable format, you would have to write to: (i) [email protected]

Subject to Change

This Privacy Policy is subject to change and may be updated or revised from time to time, without any prior notification to the User, at the sole discretion of Trustline. It is the responsibility of the User to periodically review the Privacy Policy to determine whether there have been any revisions or updates. The last updated date of the Policy has been mentioned above for the reference of the User.

If you do not agree with the terms of this Privacy Policy or any changes made to this Policy, please stop using all products and services provided by Trustline immediately and write to us at email ID stated above.

Terms and conditions

This page contains important information regarding the terms and conditions which apply to your trading and demat account with Trustline Securities Limited and Trustline Commodities Pvt. Ltd. (hereinafter referred to as Trustline ). Trustline , being a Trading Member of NSE and BSE, registered with Securities & Exchange Board of India ("SEBI") and having Registration No. INZ000211534 for Cash/Derivatives/Currency Derivatives segments of NSE & BSE. Commodity trading on your account will be enabled through Trustline  Commodities Pvt. Ltd., a member of MCX having SEBI Registration Number INZ000088230. The Depository services for your account will be enabled through Trustline Securities Limited, a Depository Participant using CDSL as the Depository having SEBI Registration no.: IN-DP-496-2020 . Access to your account and the usage of your account is subject to your compliance with all the terms and conditions set forth herein, read along with all documents, including but not limited to; applications forms and undertakings, signed by you during account opening. Please read this page carefully and retain it for future reference.

The website is owned, operated and maintained by Trustline Securities Limited (hereinafter referred to as “Trustline ”), a Company incorporated under the Companies Act, 2013 having CIN: U74899DL1995PLC064753, and having its Registered Office Property No. 85, 1st Floor, Namberdar Estate, Taimoor Nagar, New Friends Colony, New Delhi - 110025

Please note that the information contained herein is subject to change without notice.

General terms and conditions

Before availing of online trading services, the Client shall complete the registration process as may be prescribed from time to time. The Client shall follow the instruction given in the website for registering himself as a client.

The Client agrees that all investment and disinvestment decisions are based on the Client's own evaluation of financial circumstances and investment objectives. This extends to any decisions made by the Client on the basis of any information that may be made available on the web site of Trustline . The Client will not hold nor seek to hold Trustline  or any of its officers, directors, partners, employees, agents, subsidiaries, affiliates or business associates liable for any trading losses, cost of damage incurred by the Client consequent upon relying on investment information, research opinions or advice or any other material/information whatsoever on the web site, literature, brochure issued by Trustline  or any other agency appointed/authorised by Trustline . The Client should seek independent professional advice regarding the suitability of any investment decisions. The Client also acknowledges that employees of Trustline  are not authorized to give any such advice and that the Client will not solicit or rely upon any such advice from Trustline  or any of its employees.

Security precaution and password

Trustline  will provide the client with a username and a trading password which will enable him to avail of the facilities of Online Trading through the Trustline  website, over the telephone or in any such other manner as may be permitted by Trustline  for availing of the services. Trustline  may also provide the client with the username and password for accessing its back-office for various reports, etc. All terms regarding the use, reset and modification of such password shall be governed by information on the website.

Our trading terminal system have a stringent Two-Factor authentication (2FA) secure system for every client to enter into their login ID using their Client ID and Password, along with OTP  verification by the Client himself/herself. This 2FA mechanism is set in place as per SEBI & Exchange guidelines with respect to Internet Based Trading Rules.

Each iTrade (or Trustline  trading platform) Password has a 2FA system in place for a secure login experience by each client. After a client enters his/her Client ID, he/she is required to enter his/her (i) Password; and (ii) OTP received on his/her mobile number. A link to create Password & 2FA are sent to all clients along with the welcome email while opening an account. This Password and 2FA set by each client, is unique to him/her, and is not known to anybody else apart from the client him/herself. Passwords and 2FA credentials are privileged information, and must be kept in high secrecy by each client and not shared with anybody else.

As per instructions from SEBI & the Depositories, we are also required to obtain the above stated Two-Factor Authentication (2FA) for all such sell transactions where shares are debited from the demat account using the Online DIS route. Therefore, the same PIN set by You for Your iTrade/trading terminal login, will be required to be inputted by You each time during a debit/sell transaction from your holdings from Your demat account via iTrade. This will be required only if You are using the Online DIS route and not if you have submitted the physical Power of Attorney.

For Call & trade, each and every client is required to mention the last 4 digits of his/her Client ID along with his/her personalised 4 digit Pin (known as Support code) which can only be seen inside his/her trading account, that can be entered into by the client him/herself only after entering the Client ID, Password, 2FA. To know more about creating, changing, and using Your Support code.

Any Password can be reset by the You at any point of time, by selecting the ‘Forgot Password’ link under the login area. As soon as You select the ‘Forgot Password’ link, a reset link is sent to Your registered email ID, where the same process of setting a unique password is followed.

The Client shall be responsible for keeping the Username and Password confidential and secure and shall be solely responsible for all orders entered and transactions done by any person whosoever through Trustline ’s Online Trading System using the Client’s Username and/or Password whether or not such person was authorised to do so.

The Client shall immediately inform Trustline  of any unauthorised use of the Client’s Username or Password with full details of such unauthorised use including the date of such unauthorised use, the manner in which it was unauthorisedly used, the transactions effected pursuant to such unauthorised use, etc.

The Client acknowledges that he is fully aware of and understands the risks associated with availing of online trading services through internet including the risk of misuse and unauthorised use of his Username and/or Password by a third party and the risk of a person hacking into the Client’s account on Trustline ’s Online Trading System and unauthorisedly routing orders on behalf of the Client through the System. The Client agrees that he shall be fully liable and responsible for any and all unauthorised use and misuse of his Password and/or Username and also for any and all acts done by any person through Trustline ’s Online Trading System on the Client’s Username in any manner whatsoever.

Without prejudice to the provisions mentioned herein above, the Client shall immediately notify Trustline  in writing with full details if: he discovers or suspects unauthorised access through his Username, Password or Account, he notices discrepancies that might be attributable to unauthorised access, he forgets his password or he discovers a security flaw in Trustline ’s Online Trading System.

Orders

All orders for purchase, sale or other dealings in securities and other instructions routed through the Trustline ’s Online Trading System via the Client’s Username shall be deemed to have been given by the Client.

The client agrees to provide information relating to customer user identification number, and such other information as may be required while placing orders on the telephone to determine the identity of the client.

The orders and instructions and all contracts and transactions entered into pursuant thereto and the settlement thereof will be in accordance with the Exchange Provisions.

Trustline  may from time to time impose and vary limits on the orders which the Client can place through Trustline ’s online trading System (including exposure limits, turnover limits, limits as to the number, value and/or kind of securities in respect of which orders can be placed, the companies in respect of whose securities orders can be placed, etc.). The Client is aware and agrees that Trustline  may need to vary or reduce the limits or impose new limits urgently on the basis of the Trustline ’s risk perception and other factors considered relevant by Trustline , and Trustline  may be unable to inform the Client of such variation, reduction or imposition in advance. The Client agrees that Trustline  shall not be responsible for such variation, reduction or imposition or the Client’s inability to route any order through Trustline ’s Online Trading System on account of any such variation, reduction or imposition of limits. The Client understands and agrees that Trustline  may at any time, at its sole discretion and without prior notice, prohibit or restrict the Client’s ability to place orders or trade in securities through Trustline .

Though orders will generally be routed to the Exchange’s computer systems within a few seconds from the time the order is placed by the Client on Trustline ’s Online Trading System, Trustline  shall not be liable for any delay in the execution of any order or for any resultant loss on account of the delay.

The client agrees Trustline  may impose scripwise surveillance or such other conditions as to scripwise limits, etc. The client also understands that Trustline  may impose various surveillances which may differ from client to client on the basis of the Trustline ’s risk perception and other factors considered relevant by Trustline .

In case of a market order, the Client agrees that he will receive the price at which his order is executed by the exchange’s computer system; and such price may be different from the price at which the security is trading when his order is entered into Trustline ’s Online Trading System.

Online account opening

Online account opening using AADHAAR is currently available only for residents of India opening accounts for an individual (HUFs, corporate bodies, NRIs, etc., not eligible).

When opening an account online using AADHAAR, data will be fetched from the KYC database and cannot be edited.

Pick up of required documents related to the account opening procedure is subject to availability of our representatives, given at any particular time and location.

Trading, settlement and accounts

The client agrees that all orders placed through the website shall be forwarded by the system to the Exchange. All orders placed otherwise than through the website shall be forwarded by the system to Exchange terminals or any other order execution mechanism at the discretion of Trustline . In the event that the order is placed during the trading hours, it shall be routed to and executed on the market system.

Online confirmation will be sent to the client by electronic mail or SMS after the execution of the order, trade and this shall be deemed to be valid delivery thereof by Trustline . It shall be the responsibility of the client to review immediately upon receipt, whether delivered to him by electronic mail or any other electronic means all confirmations of order, transactions, or cancellations. It shall be the responsibility of the client to follow up with Trustline  for all such confirmations that are not received by him within a stipulated time.

The client shall bring any errors in any report, confirmation or contract note of executed trades (including execution prices, scripts or quantities) to Trustline ’s notice in writing by an electronic mail or fax within twenty four hours of receipt of the concerned report, confirmation or contract note. Any other discrepancy in the confirmation or account shall be notified by the client to Trustline  in writing via electronic mail or fax within twenty four hours from the time of receipt of the first notice. In all cases, Trustline  shall have a right to accept or reject the client’s objection.

There may be a delay in Trustline  receiving the reports of transaction, status, from the respective exchanges or other persons in respect of or in connection with which Trustline  has entered into contracts or transactions on behalf of the clients. Accordingly Trustline  may forward to the client late reports in respect of such transactions that were previously unreported to him as been expired, cancelled or executed. The client shall not hold Trustline  responsible for any losses suffered by the client on account of any late reports, statements or any errors in the report / statements computed by or received from any exchange.

The client agrees that if, for any circumstance or for any reason, the markets close before the acceptance of the Order by the Exchange, the order may be rejected. The client agrees further, that Trustline  may reject Orders if the same are rejected by the Exchange for any reason. In case of rejection of an order due to rejection by the Exchange, the client agrees that the order shall remain declined and shall not be re-processed, in any event.

Trustline  may, at its sole discretion, reject any order placed on the website or in any other manner due to any reason, including but not limited to the non-availability of funds in the trading account of the client, non-availability of securities in the Demat account of the client with a designated depository participant, insufficiency of margin amount if the client opts for margin trading, suspension of scrip- specific trading activities by or on an Exchange and the applicability of circuit breaker to a scrip in which orders are placed.

The client agrees that, if the order is not accepted on the website for any reason, Trustline  shall have the right to treat the order as having lapsed.

The client is aware that the electronic trading systems either at the Exchange or in the office of Trustline  offices are vulnerable to temporary disruptions, breakdowns or failures. In the event of non- execution of trade orders or trade cancellation due to the happening of such events or vulnerabilities due to failure / disruption / breakdown of system or link, Trustline  shall be entitled to cancel relative request/(s) with the Client and shall not be liable to execute the desired transactions of the client’s. In such event, Trustline  does not accept responsibility for any losses incurred / that may be incurred by the Client due to such eventualities which are beyond the control of Trustline .

Trustline  may at its sole discretion permit execution of orders in respect of securities, irrespective of the amount in the balance of the account of the client.

The client agrees to abide with and be bound by all the rules, regulations and bye-laws of the Exchange as are in force pertaining to the transactions on his behalf carried out by Trustline  and the orders placed by him on the website or any other manner.

Trustline  shall not be responsible for any order, that is made by the Client by mistake and every order that is entered by the Client through the use of the allotted user name and the security code(s) shall be deemed to be a valid order for which the Client shall be fully responsible.

Cancellation or modification of an order pursuant to the client’s request in that behalf is not guaranteed. The order will be cancelled or modified only if the client’s request for cancellation and modification is received and the order is successfully cancelled or modified before it is executed. Market orders are subject to immediate execution wherever possible.

The client shall not be entitled to presume an order having been executed, cancelled or modified until a confirmation from Trustline  is received by the client. However, due to technical other factors the confirmation may not be immediately transmitted to or received by the client and such a delay shall not entitle the client to presume that the order has not been executed cancelled or modified unless and until Trustline  has so confirmed in writing.

The pending orders shall be governed as per the exchange systems, after the market is closed for the day.

Trustline  shall issue contract notes in terms of the SEBI (Brokers and Sub-Brokers) Rules and Regulations, 1992, within 24 hours of the execution of the trade. Such a contract note, if issued in physical form shall be dispatched by Trustline  by courier, at the address mentioned in this agreement or at any other address expressly informed to Trustline  by the client. The client agrees that Trustline  to issue the contract note in digital form which shall be sent by way of electronic mail to the address provided by the client. Trustline  shall not be responsible for the non-receipt of the trade confirmation due to any change in the correspondence address of the Client not intimated to Trustline  in writing. Client is aware that it is his responsibility to review the trade confirmations, the contract notes, the bills or statements of account immediately upon their receipt. All such confirmations and statements shall be deemed to have been accepted as correct if the client does not object in writing to any of the contents of such trade confirmation/intimation within 24 hours to Trustline .

Trustline  may allow/disallow client from trading in any security or class of securities, or derivatives contracts and impose such conditions including scrip-wise conditional trading for trading as it may deem fit from time to time.

Margin

The Client agrees and undertakes to immediately deposit with Trustline  such cash, securities or other acceptable security, which Trustline  may require as margin. The Client agrees that Trustline  shall be entitled to require the Client to deposit with Trustline  a higher margin than that prescribed by the Exchange. Trustline  shall also be entitled to require the Client to keep permanently with Trustline  a margin of a value specified by Trustline  so long as the Client desires to avail of the Online Trading Service of Trustline .

The Margin will not be interest bearing. Trustline  shall have, at its sole discretion, the irrevocable right to set off a part or whole of the Margin i.e., by the way of appropriating of the relevant amount of cash or by sale or transfer of all or some of the Securities which form part of the Margin, against any dues of the Client or of a member of the group of the Client (for the purposes of these Terms, "Group" shall mean all the individuals, group companies, firms, entities and the persons as specified in the schedule to the Member Client Agreement) in the event of the failure of the Client or a member of the Group of the Client to meet any of their respective obligations under these Terms.

The client agrees and authorises Trustline  to determine the market value of securities placed as margin after applying a haircut that Trustline  may deem appropriate. The client undertakes to monitor the market value of such securities on a continuous basis. The client further undertakes to replenish any shortfall in the value of the margin consequents to a fall in the market value of such securities placed as margin immediately whether or not Trustline  intimates such shortfall.

Trustline  may at its sole discretion prescribe the payment of Margin in the form of cash instead of or in addition to margin in form of securities. The Client accepts to comply with the requirement of Trustline  with regards to payment of Margin in the form of cash immediately. Without prejudice to the stock broker's other rights (including the right to refer a matter to arbitration), the stock broker shall be entitled to liquidate / close out all or any of the client's positions for non- payment of margins or other amount, outstanding debts, etc., and adjust the proceeds of such liquidation / close out, if any, against the client's liabilities / obligations. Any and all losses and financial charges on account of such liquidation / closing-out shall be charged to and borne by the client.

The client agrees to abide by the exposure limits, if any, set by the stock broker or by the Exchange or Clearing Corporation or SEBI from time to time.

The client is also aware that Trustline  is required to deposit sufficient margin with the Exchange to enable all its eligible clients to trade subject to such limits as may be imposed by Trustline  on the basis of Trustline s' Risk perception and other factors considered relevant by Trustline . However, there may be circumstances when the deposits made by Trustline  with the Exchange may not be sufficient in times of extreme volatility and trading terminals of Trustline  may get temporarily suspended because of the cumulative effect of non-meeting of obligation by various clients as per this agreement. In these circumstances, no client shall have the right to claim any damages from Trustline  for any loss that they might incur on account of such suspension of trading.

The Client agrees that any securities/cash placed by him/her/it as margin may in turn be placed as margin by Trustline  with the Exchanges or banks or such other institution as Trustline  may deem fit. The Client authorises Trustline  to do all such acts, deeds and things as may be necessary and expedient for placing such securities/cash with the Exchanges/Banks/Institutions as margin.

Any reference in these terms to sales or transfer of Securities by Trustline  shall be deemed to include sale of the Securities which form part of the Margin maintained by the Client with Trustline . In exercise of Trustline 's right to sell securities under the Agreement, the Client agrees that the choice of specific securities to be sold shall be solely at the discretion of Trustline .

Maintenance of trading account

Money pay-in to Trustline  - The Client agrees that all payments due to Trustline  will be made within the specified time and in the event of any delay, Trustline  may refuse, at their discretion, to carry out transactions or closeout the position and the costs/losses if any, thereof shall be borne solely and completely by the client. All payments made to Trustline  shall be from the account of the client and shall not to be from any third party.

Money payout to Trustline  - Notwithstanding anything contained in any other agreement or arrangement, if any, between the parties hereto, the client hereby authorizes Trustline  to release all payments due to him from the trading account maintain with Trustline , against specific request in this behalf.

Securities pay-in to Trustline  - All delivery to be effected to Trustline  for a trade, must be made within 24 hours from the execution of the sale order or one day before the pay-in date, whichever is earlier. Losses, if any, that may accrue in the event of a default in completing the delivery on the exchange by Trustline  as a result of any delay in the delivery by the client, shall be borne solely and completely by the client. Losses for the purposes of this clause shall include auction debits/ penalty charges, if any incurred as a result of non-delivery of securities on the settlement date on the exchange. No third party shares will be sold through Trustline  or third party payment should be made to Trustline  and client will be solely responsible for any violation. If the client has sold any securities from the exchange against purchase in previous settlements, such sale shall be at the sole risk as to costs and consequences thereof of the client.

Securities pay-out by Trustline  - Trustline  may directly credit the demat account of the client with the depository participant or maintain the securities account with Trustline  on a running account basis.

Provided that if the order placed by the client through the website or otherwise is for securities which are in the no-delivery period, such securities shall be credited to the trading account of the client only at the time of settlement of trades, as per the schedule of the Exchange. However, if any sum due from the client, Trustline  may withholds the credit of securities to the demat account of the client. However, the client authorizes Trustline  to withhold the securities to meet liabilities of client to Trustline  under this agreement.

Trustline  is entitled to consider any sum or money or security lying to the credit of the client as margin received.

Representations and warranties

The Client hereby warrants that he is capable of executing the present agreement and that the terms of the present are not in contravention of any rights of any party with whom such client has any agreements, at any time prior to the execution of this agreement.

He agrees to provide and continue to provide all details about themselves as may be required by Trustline , including but not restricted to PAN Number or Unique Identification Number (issued by SEBI) , and states all details and facts represented to Trustline  are true.

The Client is aware and acknowledges that trading over the internet involves many uncertain factors and complex hardware, software, systems, communication lines, peripherals, etc., which are susceptible to interruptions and dislocations; and the Online Trading Service of Trustline  may at any time be unavailable without further notice. Trustline  and the Exchange do not make any representation or warranty that the Online Trading Service of Trustline  will be available to the Client at all times without any interruption. The Client agrees that he shall not have any claim against the Exchange or Trustline  on account of any suspension, interruption, non-availability or malfunctioning of the Online Trading System or Service of Trustline  or the Exchange's service or systems for any reason whatsoever.

Trustline  states that it has complied with and will continuously comply and if not proposes to comply with all statutory and regulatory directions to offer the Internet Trading services through the website Trustline .com and for dealing in cash and derivatives segment of the exchange.

The Client warrants that all or any of the securities deposited by him with Trustline  in respect of margin requirements or otherwise, are owned by him and the title thereof is clear and free of encumbrances.

The Client/s agree to indemnify and hold Trustline  harmless against any loss that may be suffered by it, its customers or a third party or any claim or action that may be initiated by a third party which is in any way the result of improper use of user ID and password by the Client/s.

The Client hereby confirms and warrants that the Client authorises Trustline  to take all such steps on the Client’s behalf as may be required for provisions or to complete or settle any transactions entered into through or with Trustline  or executed by Trustline  on behalf of the Client. However, nothing herein shall oblige Trustline  to take such steps.

Fees and brokerage

The Client agrees to pay Trustline  any brokerage, commission, fees, service tax and other taxes and transaction charges as agreed upon and due from time to time, as applied to such Client's account, transactions, and trading ledger by Trustline , for the services that the Client receives from Trustline .

All fees, brokerage, and charges on Trustline 's platform are subject to change from time to time, subject to complying with rules prescribed by the Exchanges and SEBI, at Trustline 's discretion, with due notification to the Client. Each time there is any change with respect to fees, charges, and brokerage, Trustline  would notify all Clients by an email and/or SMS to their registered email ID and contact number with all details, along with the date of such changes being effective.

An updated schedule of charges, brokerage, fees, towards applicable services provided by Trustline  along with taxes and other mandatory transaction charges.

Investment or any other advice

The Client agrees that none of the services available on the website shall amount to investment advice on the part of Trustline .

The Client agrees that in the event of Trustline  or any employee or official of Trustline , providing any information, recommendation or advice to the client, the client may act upon the same at the sole risk and cost of the client, and Trustline  shall not be liable or responsible for the same.

Trustline , and its officers, directors, partners, employees, agents and affiliates will have no liability with respect to any investment decisions or transactions of the client.

Miscellaneous

Trustline  does not warrant that the service will be uninterrupted or error-free. The service is provided in an "as is" and "as available" basis without warranties of any kind, either express or implied, including, without limitation, those of merchantability and fitness for a particular purpose. The client agrees that Trustline  shall not be held responsible for delays in transmission of orders due to breakdown of the system or failure of communication facilities either due to the fault of the systems of Trustline  or of the Exchanges or otherwise or for any other delay beyond the reasonable control of Trustline  due to a breakdown or failure of communication facilities or for any other delay beyond the reasonable control of Trustline .

All modification to this Agreement shall be made solely at the discretion of Trustline  and shall be intimated to the client by a suitable modification to the terms and conditions or other applicable section on the website or in any other manner.

Indemnity

In the event of death or insolvency of the client, winding up or liquidation, or their otherwise becoming incapable of receiving and paying for or delivering or transferring securities which the client has ordered to be bought or sold, Trustline  may close out the transaction of the client and the client or his legal representative shall be liable for any losses, costs and be entitled to any surplus which may result therefrom.

The client is aware that authentication technologies and strict securities measures are required for internet trading through order routed system and undertake to ensure that the password of the client and /or their authorized representatives are not revealed to any third party. The client also agrees to indemnify Trustline  from any loss, injury, claim or any action instituted against Trustline  arising from the misuse of the password by any party.

Force majeure

Trustline  shall not be responsible for delay or default in the performance of their obligations due to contingencies beyond their control, such as (including but not limited to) losses caused directly or indirectly by exchange or market rulings, suspension of trading, fire, flood, civil commotion, earthquake, war, strikes, failure of the systems, failure of the internet links or government / regulatory action.

Severance

In the event of any one or more of the provisions contained in this Agreement becoming invalid, illegal or unenforceable in any respect under any law for the time being in force, the validity, legality and enforceability of the remaining provisions contained herein shall not in any way be prejudiced or affected thereto.

Refund & cancellation policy

The Refund & Cancellation policy for all payments made towards account opening or any other services using any mode of payment shall stand as under:

• The Fees paid towards account opening charges for enabling equities and commodities, or any other services is non-refundable.
• Pick up of required documents related to the account opening procedure is subject to availability of our representatives, given at any particular time and location.
• In case your account has not been opened by Team Trustline , after the tenth day passing by from the day of collection of all necessary supporting documents and receipt of all due authorizations from you, you may request for a full refund of the charges as paid by you towards account opening.
• In case you have paid the charges relating to account opening multiple times, please create a ticket by mailing us at [email protected]  and we will initiate the necessary procedure to refund your money.

Note: The completion of the refund procedure is subject to agencies such as banks, payment gateways.

 

Investor Redressal Mechanism

Investor Satisfaction being of utmost importance, for which necessary mechanism and systems are in place. All the investor grievances are monitored and redressed by the Compliance Officer of the Company who reports directly to the Board of Directors and this essentially takes care of the necessary escalation in case of any long pending and serious compliant, otherwise the same are taken care of by the Compliance Officer with the support of the Compliance team. The clients can email their grievances on the email id [email protected] which is displayed on our website and the same also mentioned on the contract notes and other correspondence if any sent to the client from time to time. All the mails received are duly monitored and redressed by the Compliance Officer. The register of grievances is centrally maintained for better control and monitoring, Thus the grievances received in writing, mail, verbally, etc. are centrally monitored and redressed and recorded with all the necessary steps taken for redressal of the same. Proper analysis is undertaken to analyse the nature of complaints received, pattern of complaints and concentration if any at a particular location, so that every effort is taken to remove the root cause of grievance by the client. Periodic visits and inspections are undertaken for the branches and authorised partners to get the feedback of clients on the issues. Depending on the feedback received necessary corrective steps are introduced into the system. For ensuring that the funds received from the particular clients are properly accounted for, no cheques and cash are collected, at various locations or at the Head Office where centralized accounting is maintained, by which it is ensured that the funds are credited to the account of the correct client and also from the particular accounts mentioned in the client account master in the Back office software maintained centrally. No other separate software is maintained for maintaining client account details. Thus every attempt is made to redress the grievance/problems of the clients and introduce systematic changes into the processes so that such instances are avoided.

Notice

All notices, correspondences or communications issued under this agreement shall be served in any one or more of the following modes of communications and such notice or communication shall be served at the ordinary place of residence and/or last known web address / residing address and / or at the ordinary business address of the party to this agreement such as -

• By hand
• Delivery by post
• By registered post
• Under certificate of posting
• By email or fax
• By affixing it on the door at the last known business or residential address.
• By oral communication to the party or on the last known telephone number or on the recording machine of such number.
• By advertising in at least one prominent daily newspaper having circulation in the area where the last known business or residential address of the party is situated.
• By notice posted on the notice board of the Exchange if no address is known. Any communication sent by Trustline  to the Client shall be deemed to have been properly delivered or served, if such communication is returned on Trustline  as unclaimed / refused / undelivered, if the same was sent in any one more of the above modes of communication to the ordinary place of residence and / or last known web address /residing address and / or at the ordinary business address of the party to this agreement.