Effective Date: 08-15-24

Introduction to Refund and Return Policy

Preamble

Thank you for engaging with Truster LLC (“Truster”). We value your trust and are committed to upholding the highest standards of satisfaction for all our users. The following Refund and Return Policy (“Policy”) sets forth the legally binding terms under which users (“Buyers”) may return physical goods (“Goods”) purchased through the Truster platform (“Platform”) and seek refunds. This Policy is designed to clearly articulate the rights and responsibilities of all parties involved in the transaction process on the Platform.

Purpose and Scope:

Purpose: This Policy serves to clarify the framework under which transactions are facilitated on the Platform regarding the return of Goods and the processing of refunds. As a mediator between Buyers and Sellers, our goal is to ensure transparency and foster a trustworthy environment that supports satisfactory user experiences. This Policy does not make us responsible for returns but ensures that all necessary information is provided to both parties to make informed decisions.
Scope: This Policy applies to all transactions conducted on the Platform involving the purchase and sale of Goods. It acknowledges that we act as a mediator and do not bear responsibility for the terms of returns or refunds, which must be agreed upon directly between Buyers and Sellers. These agreements should occur on platforms such as Facebook Marketplace or Craigslist before the transaction is finalized. 

Process and Responsibility: 

1. Agreement on Terms: Prior to the completion of any transaction, Sellers and Buyers must agree upon the terms of returns and refunds. These discussions are independent of our Platform and must be conducted directly between the parties involved. 
2. Transaction Finalization: Once a transaction is completed and the inspection period has ended, our responsibility as a mediator concludes. We do not control subsequent actions between the parties.
3. Mediation Assistance: While we do not take responsibility for the transactions post-inspection, we will assist the Seller in the process to a reasonable extent. However, should disputes arise that exceed our capacity to mediate, we reserve the right to escalate the matter to the appropriate authorities if both parties cannot reach a resolution.
4. Inspection Period: The inspection period remains active only when the QR code associated with the transaction is scanned. For transactions on our platform, this period is set to 24 hours or 1calendar day. 

Additional Clauses:

• Sellers are encouraged to provide clear reasons for returns and refunds and may set their own policies regarding acceptance of such requests. Our role is to ensure that these policies are communicated clearly at the outset of any transaction. 
• In cases where disputes cannot be resolved internally, we will facilitate the initiation of formal proceedings by opening a case with the relevant authorities.

By setting these guidelines, we aim to minimize misunderstandings and disputes, ensuring a smoother transaction process for all parties involved on the Platform. 

User Acknowledgement 

By purchasing Goods on the Platform, Users agree to be bound by the terms of this Policy, the Terms and Conditions of Use of the Platform, and any other applicable policies provided by Truster. It is the responsibility of the User to review this Policy in detail prior to making any purchase on the Platform to understand fully the rights and obligations herein. 

Article 1: General Policy 

1.1 Applicability of Policy

a. Universal Application: This Refund and Return Policy (the “Policy”) applies universally to all transactions involving goods (“Goods”) purchased directly through the Truster LLC (“Truster”) platform (the “Platform”). This includes Goods bought by users (“Buyers”) from third-party sellers (“Sellers”) who list their Goods for sale on the Platform.

b. Binding Effect: By engaging in transactions on the Platform, Buyers and Sellers expressly agree to be bound by the terms of this Policy. Compliance with this Policy is mandatory for all transactions conducted through the Platform.

1.2 Nature of the Platform

a. Transactional Facilitator: Truster operates as a facilitator of transactions between Buyers and Sellers by providing an online marketplace platform for the exchange of Goods. Truster itself does not own or sell the Goods listed on the Platform, except as expressly stated.

b. Seller-Defined Return Policies: Each Seller is responsible for defining their own return policies regarding their Goods (“Seller Return Policies”). These policies must be clearly communicated to potential Buyers prior to the completion of any purchase transaction on the Platform.

c. Oversight and Enforcement by Truster: Truster’s role extends to ensuring adherence to these Seller Return Policies. Truster commits to managing and overseeing the escrow payment system to ensure that refunds and returns are processed in accordance with the Seller Return Policies and this Policy. Truster serves as a neutral third party to mediate and resolve any disputes arising from transactions to ensure compliance with agreed terms.

1.3 Scope of Oversight

a. Monitoring Compliance:
Truster monitors the adherence of Sellers to their own return policies as well as the compliance of all parties to the terms set forth in this Policy. Truster’s responsibilities include the review and mediation of disputes related to returns and refunds to ensure that Buyers receive fair treatment in accordance with the stated Seller Return Policies.

b. Escrow- Style Payment Management: As part of its facilitation services, Truster manages an escrow-style payment system designed to secure the financial transactions between Buyers and Sellers on the Platform. This system holds payment from Buyers until transaction conditions, including any return stipulations, are satisfactorily met, thereby safeguarding both parties against fraud or transaction failure. 

Article 2: Return Conditions 

2.1 Eligibility for Return

a. Criteria for Return Eligibility: While Truster LLC (“Truster”) facilitates the platform where transactions occur, we do not control the terms or conditions of returns. The eligibility for returns is based on agreements made directly between Buyers and Sellers. Goods are typically eligible for return if they are received in a condition materially different from what was described in the seller’s listing or if they are defective upon delivery. Such material
differences may include, but are not limited to, receiving an incorrect model, significant color discrepancies, or functionality issues that prevent the item from operating as expected.

Process Assistance: 

• Seller’s Responsibility: The initiation and acceptance of returns are at the discretion of the Seller. We encourage Sellers to clearly define their return policies and communicate these to Buyers before transactions are finalized.
• Buyer’s Role: If a return is necessary, it is the Buyer’s responsibility to coordinate with the Seller according to the agreed-upon terms.
• Truster’s Role: While Truster does not control the return process, we will assist the Buyer and the Seller in facilitating the return process if possible. If disagreements arise that cannot be resolved between the Buyer and Seller, the responsibility will ultimately fall on the Buyer unless otherwise agreed upon.

By setting these guidelines, Truster aims to support a fair and efficient transaction process, emphasizing our role as a facilitator rather than a controller of returns and refunds.

b. Timeframe for Returns: Buyers must initiate the return process within 2 calendar days from the delivery Otherwise called “the inspection period” The beginning of this period is marked by the delivery confirmation date recorded by the shipping carrier.

2.2 Condition of Returned Goods

a. Standard of Return: Returned items must be in the same condition as when they were initially received by the Buyer. This includes all original packaging, labels, accessories, and documentation. Failure to return Goods in their original condition may result in a denial of the return request from the seller. 

Article 3: Initiating a Return 

3.1 Communication with Seller

a. Return Request: To initiate a return, the Buyer must contact the Seller directly through the Truster platform. The return request should include a detailed explanation of the reason for the return along with any supporting evidence such as photographs or descriptions that highlight the defect or discrepancy.

b. Seller’s acceptance: The return must be explicitly approved by the Seller, who has the autonomy to accept or reject return requests based on the terms specified in their original listing on the Truster platform. While Truster does not control the outcome of these interactions, we expect Sellers to require substantial justification for return requests. Approval of returns and refunds is contingent upon the Seller’s discretion. Sellers are encouraged to respond to return requests within a reasonable timeframe, as outlined in Truster’s user agreement, to maintain a fair and efficient transaction process. 

Article 4: Refund Process 

4.3 Inspection Period Management

a. Start of Inspection Period: The Inspection Period begins when the Buyer scans the associated QR code, confirming the receipt of the merchandise. This QR code activation aligns with Truster’s verification processes. ensuring that the merchandise or service has been delivered and received.

b. Length of the Inspection Period: The Inspection Period is set to 24 hours or one calendar day, which provides sufficient time for any necessary authentication and/or initial refunds. This period is activated immediately upon scanning the QR code and is strictly adhered to maintain transaction integrity. 

c. Buyer’s Participation:

• Active Participation During the Inspection Period, the Buyer has the option to “Accept” or “Reject” the merchandise. If the Buyer accepts the merchandise before
  the end of the Inspection Period, this action will conclude the Inspection Period, and Truster will initiate the release of funds to the Seller.
• Rejection Process: If the Buyer opts to reject the merchandise, they must do so within the Inspection Period which is 24 hours or 1 day after receiving the item. Upon rejection, the Buyer is required to confirm shipment of the returned merchandise within 2 business days bearing all associated costs. Following this, the Seller is granted a 1 – day Inspection Period to examine the returned merchandise.

d. Non-participation by Buyer: 

• Default Resolution: If the Buyer does not take any action to either accept or reject the merchandise during the Inspection Period, it will automatically conclude at the end of the 24-hour or 1 day timeframe. In such cases, Truster will prepare to release the funds to the Seller. 

4.4 Additional Support 

In case of any questions during your transaction, or if you need additional support, please contact Truster customer support at [email protected] Our team is available to assist you in understanding and navigating the inspection and refund processes efficiently. 

Article 5: Non-Returnable Items 

Notes: All Services are exempted from return 

5.1 Scope of Non-Returnability Certain categories of goods are exempt from the return policy due to their nature. These exemptions are designed to preserve the integrity of products where the return or reuse is impractical, legally restricted or contrary to the purpose of the sale.

a. Customized or Personalized Goods: Items that are explicitly made-to-order or personalized to an individual buyer’s specifications cannot be returned. These include, but are not limited to, custom-made clothing, engraved items, and custom-configured electronics.

b. Digital Goods: Digital products such as downloadable software, music downloads, and online subscriptions are deemed non-returnable once the download or access process has commenced. Given the nature of digital content, it is impracticable to return a digital product once it has been instantiated.

c. Final Sale Items: Goods explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase are not eligible for return. This status is typically assigned to items being sold as part of a clearance, items of a perishable nature, or goods that are sold under conditions where a return is not feasible.

5.2 Buyer Acknowledgment Buyers acknowledge and agree to these conditions upon purchase of the listed categories. It is the buyer’s responsibility to verify the returnability of an item prior to completing the transaction on the Truster platform. 

Article 6: Dispute Resolution 

6.1 Resolution Framework In the event of disputes arising from the terms of a return or refund or from dissatisfaction with the goods received, Truster will provide a dispute resolution service to facilitate a fair resolution based on the platform’s policies and the terms agreed upon by the buyer and seller.

a. Initiation of Dispute Resolution: A party wishing to initiate dispute resolution must contact Truster through the designated channel and provide a detailed account of the issue, including any relevant documentation or evidence supporting their position.

b. Evidence Review: Truster will review the evidence provided by both the buyer and the seller. The process involves assessing the documentation against the seller’s stated return policy, the specifics of the transaction, and any representations made about the item at the time of sale. 

c. Mediation and Resolution: Truster aims to mediate disputes by facilitating dialogue between the parties to reach a mutually acceptable resolution. If mediation fails to resolve the dispute, Truster may render a decision based on the evidence provided, the fairness of the situation, and the practices outlined in Truster’s user agreement and this policy.

d. Final Decision: The resolution decided upon by Truster will be considered final and binding on both parties involved in the dispute. This decision is made in the interest of maintaining trust and fairness on the Truster platform. 

Article 7: Contact Information 

a. Inquiries and Assistance: For any inquiries regarding our refund and return policy, or to initiate a return process, Users are directed to contact Truster LLC’s dedicated customer support team. This can be done via email at [email protected] 

This communication channel is monitored regularly during business hours to ensure prompt and efficient resolution of all inquiries and issues related to refunds and returns. 

b. Availability: The customer support team is available during standard business hours, which are 9 am to 5 pm. Users can expect a response within 24 hours, ensuring timely assistance with their concerns. 

7.2 Documentation Required

a. Details to Provide: When contacting customer support, Users should provide their order number, the specific details of the item(s) in question, and a clear statement of the issue or the reason for the return. Providing comprehensive information will assist our support team in processing the request more efficiently and effectively.

Article 8: Policy Modifications 

8.1 Right to Amend Policy

a. Modification Rights: Truster LLC reserves the exclusive right to modify, amend, or update this Refund and Return Policy at any time and without prior notice to Users. Changes may reflect adjustments to our operational practices, response to regulatory changes, or
improvements to User service.

b. Scope of Modifications: Modifications may include, but are not limited to, changes in the timeframe for returns, the conditions under which items are returnable, or the procedures for handling disputes. 

8.2 Notification of Changes

a. Public Notice: Notice of any substantive changes to this Policy will be posted prominently on the relevant page of the Truster platform, accessible to all Users. We will update the “Last Modified” date at the top of the Policy to indicate when the latest changes were made.

b. Immediate Effectiveness: All changes to the Policy will take effect immediately upon their posting. Continued use of the Truster platform after such changes will constitute User acceptance of the new Policy terms.

8.3 Encouragement to Review

a. Regular Review Recommended: Users are encouraged to review this Policy periodically to stay informed of any changes. Understanding and complying with the current Policy is essential for effective use of the Truster platform and its services. 

Article 9: Prohibited Items and Services 

9.1 Prohibited Transactions 

a. General Prohibition: The following categories of goods and services are strictly prohibited from being listed, bought, or sold on the Truster platform to ensure compliance with legal standards and community guidelines: 

• Adult Products: No listings promoting the buying, selling, or use of adult product.
• Alcohol: Listings may not promote the buying or selling of alcohol. 
• Body Parts and Fluids: No transactions involving human body parts or fluids.
• Digital Media: Prohibition on devices that encourage unauthorized streaming 
• Discrimination: All listings must adhere to applicable laws against discrimination across various personal characteristics. 
• Sexually Positioned Products: Listings may not position products or services in a sexually suggestive manner. 
• Stolen Goods: Listings may not promote the buying or selling of items that have been stolen. 
• Subscriptions and Digital Products: Listings may not promote the buying or selling of downloadable digital content, digital subscriptions, and digital accounts. 
• Gambling: Listings may not promote the buying, selling, or facilitation of online gambling for money or money’s worth, including digital currencies. Online gambling includes gaming, betting, lotteries, raffles, casinos, fantasy sports, bingo, poker, and sweepstakes in an online environment. 
• Hazardous Materials: Listings may not involve hazardous materials and substances. 
• Human Exploitation and Sexual Services: Strict prohibition against any form of human trafficking or sexual services. 
• Prescription Drugs and Paraphernalia: No selling or buying of drugs, paraphernalia, or prescription products. 
• Tobacco Products: The buying or selling of tobacco products or related paraphernalia is prohibited. 
• Weapons, Ammunition, and Explosives: No transactions involving weapons or explosives. 
• Medical and Healthcare Products: Listings may not promote medical and healthcare products and services, including medical devices, or smoking cessation products containing nicotine. 
• Misleading, Violent, or Hateful
  Listings may not contain misleading, violent, or hateful products and offers. 
  
  Prescription Products, Drugs, and Drug Paraphernalia: Listings may not promote the buying or selling of drugs, drug paraphernalia, or prescription products.

  Recalled Products: Listings may not promote the buying or selling of recalled products.

b. Digital Goods and Services: The sale of downloadable digital content, subscriptions, or digital accounts is prohibited on the platform.

9.2 Inspection and Compliance

a. Inspection Period: Truster utilizes an inspection period that allows buyers to verify goods post-delivery. This period is crucial for ensuring the item meets the agreed-upon standards and descriptions. 

9.2 Inspection and Compliance 

a. Inspection Period: Truster utilizes an inspection period that allows buyers to verify goods post-delivery. This period is crucial for ensuring the item meets the agreed-upon standards and descriptions. 

• Start and Length: The inspection period begins when the buyer marks the item as received or when delivery confirmation is obtained. The duration can range from 1 to 2 calendar days, as agreed upon at the start of the transaction. 
• Buyer Acceptance/Rejection: During the inspection period, the buyer can accept or reject the goods based on their satisfaction with the received items. 
• Escrow Management: If the buyer rejects the goods, they are expected to return them within a specified timeframe, bearing all associated costs. Funds are held in escrow until the transaction’s conditions are satisfactorily met. 

b. Seller Rejection of Returned Goods: If the seller rejects the returned merchandise, both parties will enter a dispute resolution process facilitated by Truster. 

9.3 Compliance with Prohibitions 

a. Monitoring and Enforcement: Truster monitors listings and transactions for compliance with these prohibitions. Violations may result in the removal of listings, suspension of accounts, or termination, depending on the severity of the infraction.

b. Reporting Mechanisms: Users are encouraged to report any listings or transactions that violate these prohibitions through the designated channels provided by Truster. 

Conclusion

Truster LLC is dedicated to maintaining a safe, transparent, and efficient online marketplace. We strive to ensure that all transactions on our platform meet the highest standards of fairness and customer satisfaction. By participating in transactions on Truster, users agree to adhere to all terms outlined in this Refund and Return Policy, as well as our Terms and Conditions and Privacy Policy. 

Compliance and Cooperation

We expect all users to comply fully with each aspect of this Policy, including the provisions regarding prohibited items and services as detailed in Article 9. Our platform’s integrity and the trust of our community depend on your cooperation and compliance. Violations of these policies may result in a range of actions, including, but not limited to, account suspension, removal of listings, termination, and legal action. 

Continuous Improvement

Truster LLC reserves the right to modify, amend, or update this Policy at any time in response to changing legal, regulatory, or operational needs. Changes to the Policy will be communicated through our platform, and we encourage users to review the Policy periodically to stay informed of any updates. 

Support and Assistance

Our dedicated customer support team is available to assist you with any questions or concerns regarding our Refund and Return Policy or any other aspects of our service. Please do not hesitate to contact us at [email protected]

for assistance. For inquiries specifically related to escrow services, you can also contact Escrow.com directly at [email protected]

We are here to help ensure that your experience on the Truster platform is exceptional. 

Acknowledgement 

By using the Truster platform, users acknowledge that they have read, understood, and agreed to be bound by this Policy. We thank you for your trust in Truster LLC and look forward to facilitating your transactions.