Segregated client funds
Client money is held in designated accounts separate from company operating funds, with a daily reconciliation between the ledger and the bank statements.
Daily reconciliation
Company
Licences are a floor, not a promise.
Regulation tells you who is accountable and what happens when something goes wrong. This page sets out the entity you contract with, how client money is held, and the route for a complaint.
This page is a summary. It does not replace the client agreement, which prevails in the event of a conflict.
At a glance
Segregated
Client funds
Negative balance
Retail protection
8 weeks
Complaints
In progress
Licence status
Entity structure
Who you are actually contracting with.
Candle Key operates through separate legal entities by residency. The entity is named on your portal, your statements and the payment instructions. It does not change when you log in from another country.
| Entity | Serves | Registered office | Status |
|---|---|---|---|
| Candle Key Global Ltd. | International clients outside India | Mumbai, India (operations) | Licence application in progress |
| Candle Key India Pvt. Ltd. | Indian residents | Mumbai, Maharashtra, India | Operating under the global entity pending local registration |
| Candle Key Partner Network | IBs and sub-IBs | Governed by the partner agreement | Active |
Where a licence is pending, this page says so explicitly. We do not display registration numbers we do not hold or imply regulatory cover that has not been granted.
How to verify your entity
Sign in and open Profile → Legal. The entity, agreement version and effective date are shown there. Funding instructions repeat the entity name; if they differ, stop and contact support.
Professional clients
Classification as a professional client changes leverage caps and negative balance protection. It is opt-in, documented and reversible on request.
Client protections
The controls that apply today.
These are contractual and operational protections. They apply regardless of the licence status shown above, and they are auditable in the platform.
Negative balance protection
On retail accounts, if a gap exhausts the balance the account is reset to zero. A deficit is not carried forward as a debt.
Retail accounts
Source-bound withdrawals
Withdrawals return to the method used for deposit, up to the deposited amount, to an account in the same name as the profile.
AML controls
Identity verification
Identity, address and liveness checks are completed before the first withdrawal. Sanctions and PEP screening run at onboarding and on an ongoing basis.
KYC / AML
Immutable audit trail
Account changes, verification decisions, funding approvals and admin actions are recorded with actor, time and before/after values.
Audit log
Complaint procedure
A written complaint is acknowledged within 2 business days and resolved within 8 weeks, with escalation to the relevant regulator where applicable.
Published route
Complaints
How a complaint is handled.
Write to us
Email [email protected] with your account number, the issue and the outcome you are seeking.
Acknowledgement
We confirm receipt within 2 business days and assign a case reference and an owner.
Investigation
We review the trade records, chat, funding ledger and audit trail. You receive a written outcome, usually within 15 business days.
Escalation
If unresolved after 8 weeks, or if you are dissatisfied with the outcome, the complaint can be referred to the relevant ombudsman or regulator for your entity.
What to include
Account number, trade or transaction IDs, dates and times in IST, and any screenshots. Complaints without an account reference take longer to route.
What is not a complaint
General questions, feature requests and market disputes about price movement are handled by support. A complaint is a claim that we failed to meet an obligation.
Expectations
What regulation does and does not do.
What it does
- • Requires client money to be segregated and reconciled.
- • Sets minimum capital, conduct and disclosure standards.
- • Provides an escalation route when a firm does not resolve a complaint.
- • Restricts leverage and marketing for retail clients in some jurisdictions.
- • Requires record-keeping and periodic reporting.
What it does not do
- • It does not protect you from losing money on a trade.
- • It does not guarantee execution at your requested price.
- • It does not insure client funds against a bank failure in every scheme.
- • It does not make a leveraged product suitable for everyone.
- • It does not replace reading the client agreement.
Documents
The paperwork.
Client terms
Eligibility, trading, funding, liability and termination.
Risk disclosure
Leverage, gaps, stops and the risks of CFD trading.
Privacy policy
What data we collect, why, and how long we keep it.
Cookie policy
Essential, analytics and preference cookies.
Contact & complaints
Support channels, compliance contacts and office details.
Help centre
Answers on verification, funding, trading and security.
Compliance and complaints: [email protected]
FAQ
Regulatory questions.
Are you regulated today?
The licence applications for the operating entities are in progress. We disclose that status rather than implying a licence we do not hold. Client fund segregation, KYC and the complaint procedure apply now, independent of licence status.
Which regulator will oversee my account?
It depends on the entity named on your agreement. That entity and its supervisory authority are shown in the portal under Profile → Legal. The complaints page will be updated when each licence is granted.
Is my money insured?
Client funds are segregated and reconciled daily, but they are not covered by a deposit insurance scheme. Negative balance protection caps trading losses at the account balance on retail accounts.
Can I see the client agreement before registering?
Yes. The current version is linked from this page. The version you accept at registration is stored against your profile with a timestamp.
How do I escalate a complaint?
Email [email protected]. If the outcome is not resolved within 8 weeks, or you are dissatisfied with it, the written outcome will name the ombudsman or regulator you can approach for your entity.
Get started
Ask before you deposit.
If anything about the entity, protections or complaint route is unclear, contact compliance before funding an account.