Trusted Rw
Payment & Refund Policy
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1. General Overview
This Payment & Refund Policy ("Policy") governs all financial transactions conducted on or through the Trusted Rw platform, including but not limited to: paid promotions and advertising, marketplace transactions, license and certification purchases, subscription services, and any other paid features. By making any payment on Trusted Rw, you acknowledge that you have read, understood, and agree to be bound by this Policy in its entirety. All payments are processed in Rwandan Francs (RWF) unless otherwise specified.
2. Promotions & Advertising
2.1 Purchase & Activation
Promotion packages are pre-paid and non-negotiable. Upon purchase, your promotion enters a "Pending Review" status and is subject to approval by our moderation team. Trusted Rw reserves the right to reject any promotion that violates our Advertising Policy, Community Guidelines, or applicable law, without refund.
2.2 Active Promotion Upgrades
While a promotion is active or pending, you may not purchase a duplicate promotion for the same content (post, profile, or business page). You may only upgrade the existing promotion by selecting a higher-tier package. The upgrade budget and viewer target are added cumulatively to the existing promotion. Downgrading an active promotion is not permitted.
2.3 No Refunds on Consumed Budget
Once a promotion has been activated and impressions (views) have been delivered, no refund will be issued for the consumed portion of the budget. This includes partial consumption. Impressions delivered cannot be reversed, and the corresponding budget is considered fully earned by the platform.
2.4 Cancellation of Pending Promotions
Promotions that are still in "Pending Review" or "Pending Payment" status (i.e., not yet activated and no views have been delivered) may be cancelled by the user. A platform processing fee of 10% of the total amount will be deducted from any eligible refund. Refund requests for pending promotions must be made within 48 hours of purchase.
2.5 Rejected Promotions
If a promotion is rejected by our moderation team, a credit equal to the amount paid (minus any applicable processing fees) may be issued to your Trusted Rw account. Cash refunds for rejected promotions are at the sole discretion of the platform. Credits are valid for 90 days and may be applied to future promotions.
2.6 Viewer Estimates
Viewer counts shown in promotion packages are estimates only and are not guaranteed. Actual impressions may vary based on audience availability, content quality, targeting parameters, and platform traffic. Trusted Rw does not guarantee specific performance metrics. Underperformance relative to estimates does not constitute grounds for a refund.
2.7 Promotion Completion
A promotion is considered complete when either the viewer target has been reached, the duration has expired, or the promotion has been manually paused/stopped by the user. Once marked as "Completed," no further impressions will be delivered and no refunds or extensions will be granted.
3. Marketplace Transactions
3.1 Buyer & Seller Obligations
Trusted Rw serves as a platform facilitating transactions between buyers and sellers. While we strive to maintain a trustworthy marketplace, we are not a party to the transaction between buyers and sellers. Each party is responsible for fulfilling their obligations. Buyers agree to pay the listed price, and sellers agree to deliver goods or services as described.
3.2 Platform Commission
Trusted Rw charges a platform service fee on completed marketplace transactions. This fee is non-refundable once the transaction has been finalized. The current fee structure is disclosed at the point of sale and may be updated from time to time at the platform's discretion.
3.3 Dispute Resolution
In the event of a dispute between a buyer and seller, both parties should first attempt to resolve the matter directly. If resolution is not possible, either party may escalate the dispute to Trusted Rw's support team within 7 days of the transaction. Trusted Rw will act as a mediator and may, at its sole discretion, issue refunds, credits, or take other appropriate action. The platform's decision in all dispute matters is final and binding.
3.4 Refund Conditions for Marketplace
Refunds for marketplace purchases may be granted only in the following cases: (a) the seller fails to deliver the goods or services within the agreed timeframe; (b) the delivered goods or services are materially different from what was listed; (c) the buyer reports a valid issue within the dispute window. Refunds are processed at the platform's discretion and may be issued as platform credits rather than cash. Digital goods, downloadable content, and services already rendered are non-refundable.
4. Licenses & Certifications
4.1 License Purchases
Licenses and certifications purchased through Trusted Rw are digital products. Once a license has been issued, activated, or associated with your account, it is considered delivered and is non-refundable. This includes UAT (User Acceptance Testing) certificates, professional certifications, and any other digital credentials.
4.2 Renewal & Expiration
Certain licenses may have expiration dates and require renewal. It is the user's sole responsibility to renew licenses before expiration. Failure to renew does not entitle the user to a refund of previous payments. Expired licenses may result in loss of associated privileges until renewal.
4.3 Revocation
Trusted Rw reserves the right to revoke any license or certification if it is found to have been obtained through fraud, misrepresentation, or violation of our Terms of Service. No refund will be issued for revoked licenses.
5. Payment Methods & Processing
5.1 Accepted Payment Methods
Trusted Rw accepts payments via MTN Mobile Money (MoMo), Airtel Money, and direct bank transfer (Bank of Kigali). Additional payment methods may be added in the future. All payment method fees are borne by the user unless otherwise stated.
5.2 Payment Verification
All payments are subject to verification by our finance team. Trusted Rw may delay activation of services until payment is confirmed. Providing false or fraudulent payment information (including fake transaction IDs, manipulated receipts, or unauthorized use of payment accounts) is a serious violation and may result in account suspension, forfeiture of all paid services, and reporting to relevant authorities.
5.3 Processing Times
Mobile money payments are typically processed within minutes. Bank transfer payments may take 1-3 business days for verification. Refunds, when approved, may take up to 14 business days to process depending on the payment method used. Trusted Rw is not responsible for delays caused by third-party payment providers.
6. Promo Codes & Discounts
Promo codes are subject to availability, expiration dates, and usage limits. Promo codes cannot be combined, exchanged for cash, or transferred to other users. The platform reserves the right to void any promo code at any time without prior notice. Discounts applied through promo codes are deducted from the payment amount only; in the event of a refund, the discounted amount (not the full original price) will be considered as the basis for any eligible refund calculation.
7. Platform Credits
Where applicable, refunds may be issued as platform credits rather than cash. Platform credits are non-transferable, cannot be converted to cash, and expire 90 days from the date of issuance. Credits may be used for any paid service on Trusted Rw, including promotions, marketplace purchases, and license renewals.
8. Liability Limitations
Trusted Rw's total liability for any claim arising out of a transaction shall not exceed the amount paid by the user for that specific transaction. The platform is not liable for indirect, incidental, consequential, or punitive damages, including but not limited to lost profits, lost data, or business interruption. Users acknowledge that all services are provided "as is" and the platform makes no warranties, express or implied, regarding the outcome or performance of any paid service.
9. Chargebacks & Unauthorized Payments
Users who initiate chargebacks or payment reversals without first attempting to resolve the matter through our support channels will have their accounts immediately suspended pending investigation. If the chargeback is found to be unjustified, the user's account may be permanently terminated, and any remaining credits or active services will be forfeited. Trusted Rw reserves the right to pursue legal action to recover funds in cases of fraudulent chargebacks.
10. Governing Law & Jurisdiction
This Policy is governed by and construed in accordance with the laws of the Republic of Rwanda. Any disputes arising from this Policy shall be subject to the exclusive jurisdiction of the courts of Kigali, Rwanda. By using our platform and making payments, you consent to this jurisdiction.
11. Policy Amendments
Trusted Rw reserves the right to modify this Policy at any time without prior notice. Continued use of the platform's paid services after any changes constitutes acceptance of the revised Policy. Users are encouraged to review this Policy periodically.
12. Contact
For questions about this Policy or to submit a refund request, contact us at support@trusted.rw or through the in-platform support channel. Include your transaction details and reason for inquiry. We aim to respond to all payment-related inquiries within 2 business days.