Frequently Asked Questions
Please read the questions and answers carefully.
What is TrustBee?
TrustBee is an ESCROW-based digital platform that facilitates secure transactions between verified buyers and sellers by holding funds until both parties are satisfied with the transaction.
How does TrustBee ensure transaction security?
TrustBee uses encrypted escrow systems, bank-grade security protocols, and KYC verification to ensure secure fund handling and identity validation.
What types of users can use TrustBee?
Freelancers, content creators, remote workers service providers, consultants, buyers, and sellers who comply with our KYC and compliance policies can register and transact through TrustBee.
What is an escrow transaction?
An escrow transaction holds the buyer’s funds securely until the service or product is delivered, and only releases the money upon approval from both parties. If the product/service is not delivered, buyer gets the money returned to his account.
Is TrustBee licensed by any regulatory authority or what is our business legality?
TrustBee is a Registered company having trade license no. TRAD/DNCC/148747/2022 and handle all the transactions through EPS, a licensed PSO by Bangladesh Bank and operates under a Payment System Operator (PSO) license which is a Payment Gateway.
What services are prohibited on TrustBee?
Illegal products, adult content, weapons, gambling, counterfeit goods, card frauds, money laundering and unlicensed financial activities/services are strictly prohibited. Anything illegal at the court of law, is a illegal service.
Can I sell educational or freelance services?
Yes, as long as they comply with Bangladeshi law and TrustBee’s platform guidelines.
What happens if someone violates the compliance policy?
Violators face account suspension, legal reporting, forfeiture of funds, and action under the Digital Security Act and other applicable laws.
Is my account monitored for suspicious activity?
Yes. We monitor all accounts for compliance, fraud, or misuse based on our internal risk engine and external regulations (e.g., BFIU guidelines).
Can I register a business account on TrustBee?
Yes, with a valid trade license, business ID, NID or TIN, and accurate business details.
How is my data protected?
All data is encrypted at rest and in transit, stored in secure Bangladeshi data center, and protected by multi-level access control.
What personal data does TrustBee collect?
TrustBee collects name, NID, contact info, business details, and transaction logs for verification and compliance.
Will TrustBee share my data with others?
No. We do not sell or share data unless required by law or regulatory requests (e.g., BFIU or courts).
What if I provide false KYC information?
Your account will be suspended and TrustBee will not bear any liability for resulting disputes or losses.
Can I delete my data from TrustBee?
Yes, upon request, provided there are no pending transactions or legal obligations. Retention is mandatory for at least 6 years post-KYC.
How can I request a refund?
You must initiate a dispute from your TrustBee account within the allowed window, provide evidence, and wait for review.
Who can initiate a dispute—buyer or seller?
Both parties have the right to raise disputes within the designated timeline.
What is the dispute resolution timeframe?
TrustBee will review and mediate the dispute within 30 working days except external legal intervention is required.
What if the dispute is not resolved in 30 days?
Either party may seek legal intervention within the next 30 working days at their own cost. In a case, where legal intervention is required timeframe will be at actual.
Who bears legal fees during disputes?
Legal costs are shared equally by both the buyer and seller, deducted from the escrow amount if applicable. For extra amounts both the buyer and seller will be charged by the legal team.
How long does it take to release escrow funds?
Funds are released immediately upon buyer approval or after dispute resolution to the seller/buyer's wallet and are withdrawable within next 3-5 days of verification period.
How can I withdraw my money?
You can transfer it to your verified bank account, mobile wallet, or other linked channels through your TrustBee dashboard.
Will I get a full refund?
Refunds are issued minus any applicable legal fees or transaction charges and platform charges depending on the escrow/dispute resolution outcome.
What if I receive a low-quality product/service?
You must raise a dispute before releasing funds. TrustBee will review evidence and decide based on the case. After the release no dispute is accepted.
Can I cancel a transaction before release?
Yes, both parties may agree to cancel and initiate a refund if funds are still held in escrow. In that case all the charges will be deducted.
What if my account is flagged for suspicious activity?
TrustBee may temporarily limit access, request further verification, or report to authorities depending on the severity.
Can TrustBee hold my funds indefinitely?
Only if a dispute is active or legal authority requests a freeze. Otherwise, funds are released as all per applicable transaction rules. For fraud cases, until the issue is resolved.
Is TrustBee liable for service delivery failures?
No. TrustBee is not a party to service agreements and only ensures secure transaction handling via escrow.
What happens if there's a technical delay in refund or settlement?
In rare cases, due to banking or system issues, settlements/refunds may be delayed. TrustBee will notify users and extend timelines accordingly.
Can I appeal a dispute decision made by TrustBee?
Yes. You can escalate to legal arbitration within 30 working days of the decision, following the official process and sharing legal fees.