Refund and Dispute Management Policies
TrustBee Return, Refund & Dispute Resolution Policy
Effective Date: 10th July, 2025
Last Updated: 06th July 2025
1. Purpose and Scope
This policy outlines the process, rights, and responsibilities related to returns, refunds, and dispute resolution for transactions conducted through TrustBee's platform.
It applies to:
- All registered Buyers and Sellers using TrustBee for digital escrow-based transactions.
- All services and products that fall within the scope of verified and KYC-approved activities.
- TrustBee acts as a neutral third-party facilitator, offering escrow protection, dispute mediation, and compliance with legal proceedings—without being liable for commercial decisions or delivery/service failure.
2. Return and Refund Eligibility
2.1 Conditions for Return/Refund Request
Buyers or sellers may request a refund or return under the following conditions:
- Non-delivery of service/product within the agreed timeframe.
- Misrepresentation of product/service details from either party.
- Product/service quality does not match description or agreement.
- Buyer/Seller cancellation before the release of escrow funds.
- Double payments or system error causing unintended transactions.
2.2 Ineligibility Criteria
Refunds will NOT be granted under the following conditions:
- Buyer/Seller confirms completion and escrow is released.
- Delay caused by natural calamities, power/internet outages, or government-enforced shutdowns.
- Disputes over subjective satisfaction (unless quality parameters were defined in the agreement).
- When a user fails to provide complete and accurate information.
- Outside the defined dispute window (see section 3.1).
3. Dispute Resolution Mechanism
3.1 Initiating a Dispute
A Buyer or Seller may raise a dispute before the escrow funds are released.
The request must be submitted via the TrustBee dashboard or email (support@trustbee.com.bd), with evidence including screenshots, documents, chat logs, etc.
Dispute Window: Within 72 hours after expected delivery or agreement breach.
3.2 TrustBee Mediation Process
Upon receiving the dispute:
Step | Action | Timeline |
|---|---|---|
Step 1 | Dispute Initiation | Day 0 |
Step 2 | Evidence Collection & Review | Day 1–3 |
Step 3 | Mediation and Initial Decision | Day 4–5 |
TrustBee’s dispute resolution team will:
- Verify transaction and KYC data.
- Analyze communication logs between Buyer and Seller.
- Assess evidence submitted by both parties.
- Make a non-biased decision on refund eligibility or further escalation.
- Timeline: TrustBee commits to resolving disputes within 5 working days of formal complaint submission.
3.3 Legal Intervention
If either party rejects TrustBee’s resolution, the dispute may escalate to external legal arbitration or a court proceeding:
- Parties may request legal intervention within the next 30 working days after TrustBee’s decision.
- Legal notice or arbitration must be coordinated through TrustBee’s legal team and/or third-party arbitrator.
- Legal fees will be shared equally by both Buyer and Seller unless ordered otherwise by the authority.
- TrustBee will cooperate fully but will not represent either party or bear legal costs.
3.4 Refund Disbursement Timeline
If a refund is awarded, the following applies:
| Step | Description |
|---|---|
1 | TrustBee deducts any legal or arbitration fees from the escrow balance. |
2 | Remaining funds are credited to Buyer or Seller’s TrustBee account. |
3 | The funds are made withdrawable within 3–5 working days of final resolution. |
If the dispute includes pending third-party decisions, the release of funds may be held until a final judgment is rendered.
4. Platform Protections and Limitations
4.1 TrustBee’s Role and Liability
TrustBee is a facilitator of digital escrow and not a contractual party to Buyer–Seller agreements.
Therefore:
- TrustBee does not guarantee service or product quality.
- TrustBee does not assume liability for business losses, reputational damage, or user disputes.
- TrustBee’s liability is limited to the custody and transfer of escrow funds during and after valid processes.
4.2 Exemptions Due to Technical and Operational Delays
Refunds or dispute processing may be subject to delays due to:
- Network/server failures or unexpected system maintenance
- Cyberattacks, data center issues, or DDOS
- Delays in bank settlements, MFS, or 3rd-party gateway issues
- Government-imposed bans, strikes, or emergencies
- In such cases:
- TrustBee will notify both parties via in-app notification and email.
- TrustBee will not be liable for any resulting commercial losses or penalties.
- Resolution timelines may be extended by up to 45 working days in exceptional technical scenarios.
5. Fraudulent or Abusive Claims
Any attempt to abuse the dispute process will result in:
| Behavior | Action Taken |
|---|---|
| False claims or forged documents | Account suspension and legal notice |
| Collusion between buyer and seller to manipulate refund | Escrow hold + reporting to Bangladesh Bank |
| Frequent dispute submissions with no valid basis | Account monitoring or permanent ban |
6. Responsibility of Accurate Information
As per KYC compliance:
- If false or misleading information is provided by either party (e.g., fake name, NID, email, contact, or business registration), and a dispute arises:
- TrustBee bears no liability.
- The offending party will bear full legal responsibility.
- Legal action may be taken under the Digital Security Act 2018 and Penal Code of Bangladesh.
7. Final Disclaimer
- By using TrustBee’s platform, all users agree to the following:
- You understand that TrustBee is not liable for quality, delivery, or performance of third-party services.
- You agree to comply with all local laws, provide accurate information, and act in good faith.
- You accept that all refunds will be processed only through formal dispute mechanisms within stated timelines.
- TrustBee reserves the right to update this policy periodically and shall notify all users of significant changes.
8. Contact and Grievance Redressal
For disputes, refunds, or escalation:
TrustBee Support Team
Email: support@trustbee.com.bd
Website: www.trustbee.com.bd