Effective Date: 09-05-24

1.0 Binding Agreement:

By completing the registration process and/or utilizing the Truster LLC (“Truster”) platform, you, henceforth referred to as the “User,” hereby enter into a binding contract with Truster. This User Agreement, including all documents, policies, and subsequent amendments incorporated by reference (collectively referred to as the “Agreement”), constitutes the entire agreement between the User and Truster regarding the use of the Truster platform.

a. Condition of Use: Your access to and use of the Truster platform is conditioned upon your acceptance of and compliance with the terms of this Agreement. By accessing Fees and Payments

1.1 Fees Incurred by Users

a. General Fee Obligation: The User agrees to pay all applicable fees associated with transactions conducted on the Truster LLC (“Truster”) platform. These fees may include but are not limited to, service fees, transaction fees, and any other fees that Truster may require for the use of its services.

1.2 Escrow Payment System

a. Escrow Services: All payments made in connection with transactions on the Truster platform are processed through Truster’s designated escrow payment system. This system securely holds payment from the Buyer and releases it only once the transaction is confirmed as completed according to terms set by Truster between the Buyer and Seller.

b. Release of Funds: Funds held in escrow will only be released to the Seller once all conditions of the transaction have been met and confirmed by both parties and Truster, ensuring a secure and trustworthy transaction environment.
using the Truster platform, you signify your agreement to be bound by this Agreement.

2.0 Payment & Fees

Payments made through Stripe Connect must be made in advance by credit card, debit card, or any other payment method specified on the Platform. Surcharges may apply for certain payment methods, including charges from your own card issuer. We shall charge you fees as listed below. We reserve the right to change these at any time.

2.1 Buyer Protection Fee

The Buyer Protection fee applies to all Truster transactions made through the platform or the App, and to certain transactions made through partner platforms* (Stripe). It is calculated and added to the total amount of the transaction before the payment is submitted by the Buyer.

**THE BUYER PROTECTION FEE IS NON-REFUNDABLE**

2.2 Seller Fee

The Seller fee is currently available through agreements between the buyer and the seller. The Seller fee is a combination of a Truster fee, a Fixed fee, and a Liability Management fee. The total amount of the Seller fee depends on a particular service agreed upon.

2.3 App payments:
You’ll pay a set service fee upon payment, plus a small percentage of the total amount paid please check the Stripe fees regulation

tip: Agree with the buyer or seller on the price and fee before creating the transaction. This helps avoid any extra fees or misunderstandings.

Services Fees             App                        Truster
USA                        4.4% + 0.40                  +1%
Canada                 3% + 0.30                      +1%

INTERNATIONAL TRANSACTION FEE RATE: 1.5% of the total amount paid by the Buyer

**NON-REFUNDABLE**

In successful international transactions, the buyer bears the cost of the International Transaction fee. The fee is deducted from the payout amount once the transaction is completed, at the time of the transfer of the funds to the Seller.

Important to know:

•  WE WILL REFUND THE FULL ITEM PRICE. AND THE TRUSTER FEE, ON TWO CONDITIONS ONLY
  **IF THE PAYMENT HAS BEEN MADE BEFORE THE ITEM HAS BEEN SHIPPED**.
  **IF THE PAYMENT HAS BEEN MADE BEFORE THE SERVICE HAS STARTED**.
• We’ll send the refund to the same payment method you used.
• Refunds can take up to 5 to 15 business days to reach your bank account.
• If you got the item but need a refund, you might have to communicate with the seller and send it back to the seller first. You (the buyer) will be responsible for return shipping costs unless agreed otherwise with the seller or with the partner platform you are using.

3.0 Face-to-Face Transactions
In face-to-face transactions, the inspection period starts when the Buyer or the Seller confirms the item handover by going into the Transactions and scanning the QR code provided by the seller after the handover. This action effectively progresses the transaction to a completed transaction. See article refund process 4.3 for the duration of the inspection period

3.1 Online Transactions
In a transaction made in the app, the inspection period starts when the buyer has confirmed the delivery or has scanned the QR code. See article refund process 4.3 for the duration of the inspection period

4.0 How to start a dispute

• 4.0.1 How to start a dispute

Option 1 – communicate with us

• Send us an email stating the issue and one of our agents will connect with you.
• We will connect with you, and we will send you a form
• You will Fill out the information and submit.

Option 2 – Login to your Truster App

• Login to your account on Truster App.
• Go to the chat
• Click on Report.
• We will connect with you, and we will send you a form
• You will Fill out the information and submit.

4.1 Who Pays for Shipping?

• The buyer covers the cost of postage. Truster recommends this, and it’s good practice.
• The cost of shipping can be negotiated between buyer and seller depending on the priorities. This means it can be directly factored into the full price of the item.
• Truster requires sellers to enter tracking details and images of the package. This helps everyone stay informed about the package’s location.

4.2 Delivery Delays

• The seller is responsible for the item until it’s delivered. If a package takes a long time to arrive, the seller should contact the courier company to resolve the issue and communicate with the buyer.
• Truster will help! We’ll keep both buyer and seller informed about the situation. However, we can’t directly contact the courier company since we’re the secure payment processor, not a shipping company.
• If the item seems lost, Truster may refund the buyer. We’ll do this after a reasonable amount of time and informing the seller.

• Recommend the seller to ensure their package and require a signature upon delivery to avoid lost package.

4.3 What to Do if Your Package is Lost or Damaged:

Item Lost: If the package seems lost, we advise the seller to seek compensation from the courier company directly. Tip: Sellers should use reliable couriers, require signatures on delivery, and understand the courier’s compensation policy.

Item Damaged: If the item arrives damaged, refuse delivery and contact Truster right away. We’ll investigate and issue a refund (minus the service fee). If you’ve accepted the delivery but later noticed damage, file a dispute with Truster as soon as possible. This will start an investigation to determine the next steps.

5.0 Mode of operation

5.1 Online transactions.

1. Buyer and seller discuss on various marketplace
Agree on the details: Both buyer and seller agree on the item details and price.

2. Seller creates a transaction and invites the buyer to make the payment

• The buyer has up to 1-5 days to make the payment.

3. Buyer submits payment into Truster
Buyer pays: The buyer pays for the item through Truster payment process. Truster holds onto the money until the item arrives.

4. Seller sends product

• QR code: The seller sends the item with a QR code generated by Truster placed on the package.
• Seller ships: The seller sends the item using a tracked delivery and signature service and adds the tracking number to Truster courier section. The seller has up to 1-5 days to ship and input all the postal tracking information to Truster.
• Track your package: Both buyer and seller can follow the package’s journey using the tracking number displayed in the Truster app.

5. Buyer receives item

• Item arrives: the delivery confirmation from the courier marks the start of the inspection period. This happens automatically if after 24 hours the buyer does not scan the QR code.
• Inspection period: There’s a 24-hour period after delivery for the buyer to check the item. If there’s a problem, the buyer can file a dispute and Truster will investigate.

6. Truster releases funds to the seller

• Payment to seller: If the buyer doesn’t report any issues within the inspection period, the money is released to the seller automatically.

5.2 How it works for face-to-face transactions:
1. Buyer and seller discuss on various marketplace

• Agree on the details: Both buyer and seller agree on the item details and price.

2. Seller creates a transaction and invites the buyer to make the payment

• The buyer has up to 1-5 days to make the payment.

3. Buyer submits payment into Truster

• Buyer pays: The buyer pays for the item through Truster payment process. Truster holds onto the money until the item arrives.
• If necessary, the buyer pays a deposit to Truster

4. Buyer and seller meet in person to exchange the item

• If needed, the buyer and the seller agree on a final price and the buyer pays the remainder payment to Truster (this step can be skipped)
• The buyer and the seller confirm the handover by scanning the QR code and the inspection period starts.
• The inspection period ends after 24 hours, and Truster releases the payment to the seller

6.0 Cancelling a Transaction

Once the Funds have been deposited into the Truster Hold, if the Transaction has not been completed, or as otherwise agreed/set by the parties on the Platform, the Buyer may initiate the dispute via the Platform. The Seller shall be notified of such action, the refund should be agreed by both parties, a refund Payment Transaction shall be initiated and the Funds shall be returned to the Buyer. We reserve the right to charge any administrative fees or other charges for cancellation if necessary.

Both parties can mutually agree to cancel a transaction if the item hasn’t been posted yet, the Truster fee will be non-refundable.

6.1 Payout details

Your personal details, payout method and identity documents must be up to date at all times if you intend to transact on our platform as a seller. We are not responsible for any loss suffered by you as a result of incorrect personal and/or payout information provided by you.

In the case where personal and/or payout details and/or identity documents are not up to date, funds may not be released to a user’s bank account. If personal and/or payout details and/or identity documents are not provided 90 days from the point of completing a transaction, we may be forced to remove the balance of this transaction from your account, as requested by our regulators, and you will be unable to withdraw these funds.

We may temporarily place a hold, suspend, or cancel any Payout for the purposes of preventing unlawful activity or fraud, risk assessment, security, or completing an investigation; or if we are unable to verify your identity or where applicable the identity of your representative(s) or beneficial owner(s), or to obtain or verify requested information.

1. The Buyer, who authorized the Payment Transaction, cannot revoke that consent.
2. The Seller can decide to cancel the transaction before posting or delivering the item or service, the Seller can contact us at [email protected] to ask for the transaction to be canceled. When the transaction is cancelled by the Seller before the item or service is posted or delivered, the Buyer will receive a full refund of the price of the item or service and the service fee.
3. The Buyer may send a request to Truster to cancel the transaction if the item hasn’t been posted, exchanged, or shipped yet.

7.0 Returns

Except in situations where the object of the transaction was a service and in situations where the product was not received when the complaint investigation leads to a resolution in favor of a refund to the Buyer, the Seller can request a return of the item within 2 days.

Initiating a Return

7.1 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.

7.2 Return Conditions

7.3 Non-Returnable Items

NOTES: ALL SERVICES ARE EXEMPTED FROM RETURN IF COMPLETED. THE RETURN ONLY HAPPENS BEFORE SERVICE STARTED

7.4 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.

7.5 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 before completing the transaction on the Truster platform.

8.0 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.

8.1 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.

9.0 Dispute Resolution

9.1 Resolution Framework In the event of disputes arising from the terms of a return or refund or 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.

ADDITIONAL CLAUSES:

• SELLERS ARE ENCOURAGED TO PROVIDE CLEAR REASONS FOR RETURNS AND REFUNDS AND MAY SET THEIR OWN POLICIES REGARDING THE 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 CAN NOT 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.

10.0 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.

11.1 Policy Modifications

11.2 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, responses 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.

11.3 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.

11.4 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.

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.

Acknowledgment
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.