Refund & Cancellation Policy

1. General principle

Trustory provides customised reports, analysis, recommendations, and other deliverables prepared specifically for each client based on the information submitted through our platform.

By placing an order and making payment, you confirm that you have completed the required questionnaire and provided the information, documents, and materials necessary for us to commence the services. Due to the personalised nature of the services and the proprietary methodology applied in preparing the deliverables, refunds are only available in the limited circumstances set out below.

2. Missing, incomplete, or insufficient information

If, after payment, we determine that additional information, documents, materials, or clarification are required in order to provide the services, we may request the same from you within twenty-four (24) hours of us receiving all the information.

If you fail, refuse, or are unable to provide the requested information within twenty-four (24) hours of us sending you the request, we may terminate the engagement. In such circumstances, we may, at our sole discretion, issue a partial refund taking into account the work performed, time spent, resources utilised, and costs incurred up to the date of termination.

3. No refunds following commencement of services

Services are deemed to commence immediately upon our acceptance of your order and the information submitted by you.

Except as expressly provided in this Policy, all payments made to Trustory are non-refundable once the services have commenced.

4. No refunds after delivery

Once the final deliverable has been delivered or made accessible to you, the services shall be deemed fully performed and completed, and all fees paid shall be strictly non-refundable.

You acknowledge that the deliverables contain proprietary methodology, analysis, recommendations, strategy, intellectual property, and confidential know-how that cannot be returned, revoked, or reversed once disclosed.

5. Exceptional circumstances

If you reasonably believe that the deliverable materially does not conform to the agreed scope of services, you may notify us in writing within seven (7) days of delivery, providing reasonable details of the alleged non-conformity.

Upon receipt of such notice, we shall review the matter in good faith and, where we determine that the deliverable materially deviates from the agreed scope, we may, at our sole discretion:

• revise or correct the deliverable; or
• provide a partial refund proportionate to the affected services.

For the avoidance of doubt, dissatisfaction with subjective elements, including professional judgment, recommendations, interpretations, strategic advice, creative direction, personal preferences, expectations, or business outcomes, shall not constitute grounds for any refund, cancellation, or claim.

6. Right to refuse services

We reserve the right to reject, suspend, or discontinue any engagement where the information provided is unlawful, inaccurate, misleading, infringes third-party rights, or otherwise prevents us from providing the services. In such circumstances, any refund shall be at our sole discretion and may be reduced to reflect work already performed.

7. How to file a request under clause 5

Email info@trustory.ae with:

• The email address used to place the order;
• The product purchased;
• The date of payment;
• A brief reason for the request.

We aim to acknowledge refund requests within seven (7) business days and to process approved refunds within fourteen (14) business days.

8. How refunds are paid

Refunds are issued in USD by bank transfer to the same account from which the original payment was received. Once we issue the refund, the time it takes to arrive depends on the banks involved — typically five to ten business days. Currency conversion, foreign exchange differences, and any fees charged by the banks involved are outside our control.

9. Contact

Questions about a refund or cancellation? Email info@trustory.ae.