Refund & Cancellation Policy

1. Overview

This policy outlines when transactions can be cancelled and when refunds are available. Refund eligibility depends on the transaction stage and circumstances.

2. Pre-Payment Cancellation

Transactions can be freely cancelled before payment is sent by the buyer:

No fees charged if cancelled before payment
Both parties can mutually agree to cancel
Transaction details remain private if cancelled

3. Post-Payment Cancellation

Once payment is sent, the transaction enters an active phase. Cancellation requires:

Mutual written agreement from both buyer and seller
Cancellation fee (1% of transaction amount)
Both parties must confirm cancellation in writing

Without mutual agreement, funds remain in escrow until conditions are met or a dispute is resolved.

4. Buyer-Initiated Refunds

Buyers can request refunds if:

Product/service is not delivered within agreed timeframe
Product/service doesn't match agreed specifications
Product/service is damaged or defective
The seller is non-responsive to buyer communication

Refund requests trigger dispute resolution. Trustower will evaluate evidence and make a determination.

5. Seller-Initiated Refunds

Sellers can request cancellation refunds if:

Buyer is non-responsive and won't approve or dispute within 30 days
Buyer explicitly requests cancellation
Transaction is discovered to be fraudulent or prohibited

Sellers must provide evidence of communication attempts for non-responsive buyer claims.

6. Dispute-Based Refunds

If a dispute is filed:

Trustower investigates evidence from both parties
Funds are refunded to the buyer if conditions weren't met
Funds are released to seller if conditions were satisfied
Partial refunds may be issued if partial performance occurred
A dispute resolution fee (typically included in transaction fee) may apply

7. Prohibited Items Refunds

If a transaction is discovered to involve prohibited items:

Transaction is immediately frozen
Funds are refunded to buyer
Account may be terminated
Authorities may be notified as required by law

8. Refund Processing Timeline

Disputes must be filed within 30 days of transaction initiation
Refund decisions typically made within 5-10 business days
Refunds are processed to the original payment method
Processing time for refunds: 3-5 business days
In rare cases, complex disputes may take longer

9. Non-Refundable Items

Trustower service fees are not refundable except in cases where:

Trustower error or system failure caused transaction failure
Dispute resolution determined the transaction was fraudulent

10. Partial Refunds

If partial work or partial delivery occurred:

Both parties may negotiate a partial refund
Trustower can issue partial refunds based on dispute evidence
Proportional calculation is used (e.g., 50% work completed = 50% payment)

11. Transaction Cancellation Dispute Scenarios

If mutual cancellation cannot be reached:

The transaction proceeds through normal completion or dispute process
Funds remain held until conditions are met or dispute resolved
Seller can request the transaction be completed as agreed
Buyer can dispute if conditions aren't being met

12. Force Majeure

In cases of force majeure (natural disaster, war, government action):

Both parties may request transaction suspension
Timeline may be extended for delivery/completion
If transaction cannot be completed, refund may be issued
Trustower will work with parties in good faith

13. Appeal Process

If you disagree with a refund decision:

You have 14 days to submit additional evidence
Decisions can be appealed with new documentation
Appeals are reviewed by a different team member
Final decisions are binding

14. Exceptional Circumstances

Trustower may issue refunds outside normal policy in exceptional cases:

System errors or security breaches affecting the transaction
Unauthorized account access or fraud
Regulatory compliance requirements
Goodwill in cases of significant service failures

15. Contact

For refund inquiries: support@trustower.com