Refund Policy

Scope

TrustLink is free for customers. There is no customer plan, request fee or customer payment to refund.

This policy covers money paid directly to TrustLink by providers: active service categories at N$95 each every 30 days, and the once-off N$100 standard verification review. It does not cover the price of work paid directly by a customer to a provider.

Refunds generally available

Subject to verification, TrustLink will normally refund or correct a payment where:

• the same TrustLink fee was paid twice;

• TrustLink approved the wrong amount or wrong account;

• the provider paid for a category TrustLink could not activate;

• a technical failure prevented all material use of the paid category and TrustLink could not restore it within a reasonable time;

• a refund is required by applicable law.

Service-category subscriptions

Each active service category costs N$95 every 30 days and is treated separately. Two categories cost N$190, three cost N$285, and each further category adds N$95.

A provider may request cancellation before an administrator approves the payment, because the category is not active until approval. After activation, the 30-day category fee is normally non-refundable once the provider has used the category, including opening or responding to a lead in that category, receiving alerts for it or appearing in its search results.

Not receiving the expected number of leads or jobs is not by itself a refund reason, because a paid category does not guarantee work. If TrustLink materially fails to provide the paid category for reasons within its control, it may extend the 30 days, issue a service credit or refund the affected portion as appropriate.

When a category expires, that category has a five-day grace period and then enters Restricted Mode until an approved renewal restores it. Restriction of one category does not create a refund for another paid category, does not affect Customer Mode and does not delete the provider's profile, history, reviews, quotations or messages.

Removal or restriction for serious policy breach does not automatically create a refund. TrustLink must still correct duplicate or mistaken payments and respect any mandatory legal right.

Once-off provider verification review (N$100)

Standard provider verification costs N$100 once-off and is charged separately from service categories. It is refundable while the payment is still awaiting administrator action and manual review of the documents has not started.

Once an administrator begins the manual document review, the N$100 fee is non-refundable because the review service has been performed, subject to any mandatory right under applicable Namibian law.

Rejection of a verification application does not automatically create a refund, but TrustLink must explain the missing or failed requirement and allow correction or appeal where appropriate. Only an administrator approves, rejects or withdraws a verification badge.

Job payments made to providers

TrustLink does not hold job payments. If work is incomplete, defective or disputed, the customer should use the job complaint process and contact the provider. TrustLink may preserve records, facilitate communication or restrict an account, but cannot automatically reverse a bank transfer, cash payment or wallet payment made directly to a provider.

How to request a refund

Submit the request within 30 days of the TrustLink payment through the Contact page, payment notice or (refund email not published yet). Include the account name, invoice or reference, amount, payment date, reason and proof of payment. Never send a PIN, password or one-time code.

Review and payment time

TrustLink aims to acknowledge the request within two working days and decide an ordinary request within seven working days. Complex or suspected-fraud cases may take longer, but TrustLink should provide an update. An approved refund should normally be returned to the original payer and payment method within ten working days, subject to bank or wallet processing times.

Fraud, chargebacks and appeals

TrustLink may pause a refund while investigating altered receipts, duplicate receipt use, conflicting ownership or chargeback abuse. A dissatisfied user may ask for a second administrator to review the decision. This policy does not remove any mandatory right under Namibian law.