Refund & Dispute Resolution Policy

This Policy applies to users acting as buyer or seller on a TrustBridge protected transaction.

TrustBridge is operated internationally by TrustBridge Technologies Inc. (Canada). Nigerian operations are currently supported by TechBudds Ltd (RC 2019027).

Payment collection, holding pending release conditions, and payout or refund settlement are intended to run through licensed payment partners. TrustBridge does not hold customer funds on its own books as a deposit taking institution.

For entity details, see our Company Information page at https://www.trustbridgeplatform.com/company-information.

In this Policy:

Typical lifecycle when Services are live:

Transaction status is driven by TrustBridge systems and verified partner events, not by chat screenshots alone.

A refund (full or partial, where supported) may apply when, for example:

A refund is not automatic merely because a buyer changes their mind after funding, if the seller has already delivered as agreed and no valid dispute grounds exist. Outcomes depend on facts, evidence, deal terms, timing, and this Policy.

Funds may move toward the seller when, for example:

Where the product requires admin approval after a buyer release request, funds are not treated as finally released to the seller until that approval and partner payout steps complete.

Who can open. Usually the buyer may open a dispute on a funded transaction within the windows shown in the product (for example during or around the inspection period). Sellers may raise issues through support where the product allows.

How to open. Use the in product dispute flow where available, or contact hello@trustbridgeplatform.com with your transaction reference or link, your role (buyer or seller), the reason for the dispute, and evidence (delivery proof, photos, chat excerpts, tracking, and similar).

Effect of opening. When a dispute is opened on an eligible transaction, TrustBridge may pause release until review is complete. Status may move to disputed or under review as shown in the product.

TrustBridge reviews disputes using available evidence and platform records. Steps typically include acknowledging the dispute, collecting statements and evidence from both parties where needed, reviewing payment, delivery, and timeline records in TrustBridge systems, and deciding an outcome.

Possible outcomes include:

TrustBridge aims to review in good faith and within a reasonable time. Complex cases, missing evidence, or partner investigation may take longer. We may ask for more information. Failure to respond may affect the outcome.

Dispute decisions for MVP may involve TrustBridge operations or admin review. They are not a court judgment. You may still have rights under law. See our Complaints Handling Policy for escalation of service complaints.

Useful evidence includes agreed item or service description and price, proof of payment status in TrustBridge, delivery proof (photos, tracking, handover confirmation), communications about the deal, and photos or video of item condition on receipt.

False or fabricated evidence may lead to account suspension under our Acceptable Use Policy and Terms of Service.

Funding is confirmed only after verified payment partner events.

Release and refund instructions are executed through partner rails and bank or wallet settlement timelines.

TrustBridge cannot guarantee same day bank credit. Settlement speed depends on the payment partner, banks, and method.

Where a partner rejects or delays a payout or refund, TrustBridge will work the case operationally but cannot override banking rails.

If a protected transaction is cancelled before successful funding, no buyer payment should be captured. If a payment was initiated but not verified, follow the payment method’s pending or failed rules.

If a buyer opens a chargeback or bank dispute outside TrustBridge, we may pause related releases, request information from parties, and cooperate with the payment partner’s investigation.

Duplicative recovery (for example a full TrustBridge refund plus a successful chargeback for the same amount) is not allowed. We may reclaim or adjust per partner rules and law.

Platform or partner fees already charged may be non refundable unless we say otherwise in product, in a fee schedule, or as required by law. Where a refund of principal is approved, fee treatment will be stated in the outcome or in product.

TrustBridge does not:

If you are unhappy with how a dispute was handled as a service matter, use our Complaints Handling Policy or email hello@trustbridgeplatform.com.

These related documents should be read with this Policy. Select a policy name to open it.

We may update this Policy from time to time. The "Last updated" date will change when we do. Continued use of the Services after updates means you accept the revised Policy where permitted by law.

Questions about this Policy may be sent to hello@trustbridgeplatform.com.

TrustBridge Technologies Inc.. Corporation No. 1805624-2. BN 769061375. Incorporated under the Canada Business Corporations Act (Canada).

TechBudds Ltd. RC 2019027.