Refund Policy

Product escrow and direct service payments

This product refund and dispute process applies to product payments made through Truvano. Keep the order reference, photos and Chat history. If there is an unresolved problem, do not confirm receipt and acceptance merely to clear an order or submit a review.

Pickup-code verification does not release escrow or confirm that the product is acceptable. The buyer’s separate acceptance releases the product payment. A vendor-review submission, deferral or failure does not reverse that release.

Truvano does not provide delivery services or collect delivery fees at checkout. Delivery charges paid directly to a vendor or courier are outside the product escrow amount; raise delivery issues with the vendor and provide the agreed Chat terms when contacting support.

Ordinary services use requests and quotations without compulsory online payments, booking or inspection fees, or milestone payments. Accepting a quotation creates no Truvano payment to refund. Agree cancellation and direct-payment refund terms with the provider before paying. Truvano cannot refund direct provider payments from product escrow; you can report a provider or service for review.

Existing paid orders remain subject to the terms and payment records attached to those orders.

Save & Buy cancellations and discounted purchases

If Save & Buy offers Cancel for an active or pending-approval plan, cancelling changes the plan status. It does not automatically return contributions or a reservation fee. If a plan expires, contact support with the plan reference, contribution history and payment references so the applicable refund request can be reviewed.

Once a Save & Buy plan has generated an order, include both the plan and order references when raising a product issue. A fully funded plan does not mean that the buyer has received or accepted the goods.

For a discounted purchase, provide the receipt and actual amount paid when requesting a refund; do not use the undiscounted advertised price as proof of payment. A promotion, pending referral reward or unfulfilled reward is not itself a product payment to refund.