Refund & cancellation policy
This policy covers everything Trustfac bills for: the monthly platform subscription, usage-based fees, setup and storefront-build work, and the services described on this site. Nothing we sell is a physical product, so there is no shipping; delivery means access to the software and the start of the work you ordered.
What you are charged and when
- Platform subscription. Billed monthly in advance, on the day of the month your account went live, to the payment method on your account.
- Usage fees. Per-transaction and per-message fees are totaled and billed at the end of each month, with an itemized statement in your dashboard.
- Setup and build work. Quoted in writing before it starts. The deposit is charged when you accept the quote; the balance when the work is delivered.
Every charge is shown in US dollars, and every invoice is available in your dashboard and by email.
Cancelling
You can cancel the subscription at any time from your dashboard or by contacting support. Cancellation takes effect at the end of the current billing period; you keep access until then and are not billed again. Usage fees already incurred are still due. We confirm every cancellation by email within one business day.
Refunds
- First 30 days. If the platform is not working as described, tell us within 30 days of going live and we refund the first month's subscription in full.
- Subscription after that. A month already started is not refunded, except where we failed to provide the service for a material part of it, in which case we refund that month on a pro-rata basis.
- Usage fees. Refunded when a fee was charged in error. Fees for messages that were sent and transactions that were processed are not refundable.
- Setup and build work. The deposit is refundable in full until work begins. Once work has started, we refund the part of the quote that has not yet been delivered.
- Duplicate or mistaken charges. Refunded in full as soon as we confirm them.
Refunds go back to the original payment method within 5–10 business days of approval. If that method is closed, we arrange another way to return the money.
How to request one
Contact support with your account email and the invoice number. We reply within one business day and tell you the outcome in writing. Email contact@trustfac.com.
Disputes
If something is wrong with a charge, contacting us first is the fastest way to resolve it. We keep records of every invoice, login and delivery so questions can be answered from the file rather than from memory.
Changes
We may update this policy. The date at the top shows when it last changed, and the version in force when you were billed is the one that applies to that charge.