Legal

Refund Policy

Last updated: September 16, 2026

This Refund Policy explains how cancellations and refunds work for Trusto subscriptions and add-ons purchased through our website or application. Payments are processed by our merchant of record, Paddle. This policy applies together with our Terms of Service.

1. Subscriptions

Trusto is billed as a recurring SaaS subscription (monthly or yearly) in USD. Applicable taxes are calculated at checkout. Unless you cancel, your plan renews automatically at the end of each billing period.

2. 14-day money-back guarantee

If this is your organization's first paid Trusto subscription, you may request a full refund within fourteen (14) days of the initial charge, no questions asked, as long as you have not already received a refund for that account.

To request it, email [email protected] from the billing email on the account and include your organization name and the Paddle receipt or transaction ID. We will confirm cancellation and refund the original payment method.

3. Renewals and later charges

After the 14-day window, subscription fees for the current billing period are non-refundable, including unused time remaining in the month or year, except where required by applicable law (including EU/UK consumer cooling-off rules, where they apply).

You can cancel renewal at any time. You keep access until the end of the period already paid. We do not issue prorated refunds for mid-period cancellations unless required by law or we agree otherwise in writing (for example, an Enterprise order).

4. Add-ons and one-time purchases

One-time purchases (such as AI credit packs) are refundable within fourteen (14) days of the charge if the credits or add-on have not been consumed. Recurring add-ons follow the same rules as subscriptions.

5. How to cancel

Organization admins can cancel from Billing in the Trusto app (Manage subscription), or by emailing [email protected]. Cancellation stops future renewals; it does not by itself create a refund.

6. How refunds are paid

Approved refunds are issued to the original payment method through Paddle. Bank and card networks typically post the credit within 5–10 business days. We do not refund to a different card or bank account.

7. Chargebacks

Please contact us before disputing a charge with your bank. Unwarranted chargebacks may result in account suspension. If a chargeback is filed, we may wait to issue a separate refund until the dispute is resolved.

8. Enterprise and custom plans

Custom or Enterprise agreements follow the refund, termination, and notice terms in that order form or MSA. If those terms conflict with this policy, the signed agreement controls.

9. Changes

We may update this policy from time to time. The version posted on this page on the date of purchase applies to that charge, except where a later version is more favorable to you or required by law.

10. Contact

Refund and billing questions:

Trusto
Billing: [email protected]
Legal: [email protected]
Website: https://www.trustosec.com