Cancellation & Refund Policy
How cancellation, committed costs, completed work and disputed payments are reviewed.
Cancellation stops future work where practicable; it does not automatically unwind work, travel, provider commitments, supplier purchases or payments already made. Mandatory consumer rights override any less favourable term.
1. How to cancel
Use the available request/subscription control or contact [email protected] with the order or project reference. We record the request stage at cancellation and show or explain the proposed refund before it is approved.
2. Professional services
| Stage | Ordinary treatment |
|---|---|
| Duplicate, erroneous payment, or service Trustline cannot provide | Full refund after reconciliation, regardless of stage, subject to lawful fraud checks. |
| Paid; no professional assigned or third-party cost committed | Full amount received, less only a specifically identified, non-recoverable charge that may lawfully be passed on and was disclosed before purchase. |
| Professional accepted / travel or third-party cost committed | Refund less the documented committed amount; the decision must itemise it. |
| Work or site attendance started | Completed work and reasonable committed costs are ordinarily non-refundable; undelivered balance is reviewed. |
| Report delivered | The delivered service is ordinarily non-refundable, without limiting remedies for material non-conformity, negligence or other non-waivable rights. |
3. Monitoring
Cancellation ordinarily takes effect at the end of the paid period. Delivered visits are not refunded. A visit missed through Trustline's responsibility will be rescheduled or refunded at the customer's election. Whole future periods not begun are refundable.
4. Managed projects, milestones and procurement
Trustline fees are reviewed by the work actually performed. Unreleased project amounts must be assessed separately from earned fees. Once a supplier purchase or contractor payment is initiated, refund may depend on cancellation with and recovery from that recipient. Disputed amounts must not be represented as freely refundable or releasable until the project agreement defines custody, authority and recovery.
5. Processor, bank and FX charges
A refund decision will identify the original amount/currency, amount received, any actual non-recoverable provider/bank charge, conversion effect and returned amount/currency. No estimated or internal overhead charge is deducted as a processor fee. Applicable law and the disclosure accepted at checkout control whether a charge may be passed on.
6. Chargebacks
A chargeback may pause unperformed work while investigated. Trustline will preserve order, payment, delivery and communication records and will not describe a provider screenshot or internal status alone as conclusive proof. Duplicate or unauthorised collection will be corrected; disputes about quality follow the complaint process.
7. Review and timing
We aim to acknowledge a request within 2 business days and, once required evidence is available, communicate a decision within 10 business days. An approved refund is submitted promptly, but the bank, card or mobile-money provider controls final settlement time. These are service targets, not a waiver of statutory deadlines.
8. Complaints and correction
A refusal or reduction will include a written reason and itemised calculation. You may request reconsideration and provide further evidence. Report-quality complaints may result in correction, completion, reinspection, partial refund or refund depending on the facts. Regulatory and non-waivable consumer remedies remain available.