Refund Policy
How subscription fees, performance fees and cancellations work — written in plain language, with no fine-print surprises.
1. Overview
This Refund Policy explains how TrustGuardian Pro (“we”, “us” or “our”) handles refunds for our chargeback management services. It forms part of our Terms of Service. Our goal is simple: pricing should be fair, predictable and easy to understand.
2. Monthly Subscription Fees
Plan fees are billed in advance for each service period. Because protection, monitoring and specialist support are delivered continuously throughout that period, monthly subscription fees are generally non-refundable once the period has begun. If you cancel, your plan remains active until the end of the current paid period.
3. Performance Fees
Performance fees apply only to disputes we successfully win or funds we successfully recover on your behalf. If a recovery is later reversed by the issuing bank or card network through no fault of our own, the related performance fee will be credited back to your account.
4. Dispute Audit
Our initial dispute audit is provided as a standard pre-engagement service and is not invoiced as a separate line item. Because the audit is not billed to the merchant, no refund obligation arises from it.
5. Cancellation
You may cancel your subscription at any time by giving 30 days’ written notice to support@trustguardianpro.com. Cancellation stops future billing; it does not retroactively refund periods already served. We will continue to defend disputes already in progress through their resolution unless you instruct us otherwise.
6. Eligibility for Refunds
We will issue a refund or account credit in the following circumstances:
- Billing errors — any duplicate charge or incorrect amount is refunded in full;
- Service not delivered — if a paid service was not made available due to a fault on our side and could not be remedied;
- Reversed recoveries — performance fees tied to a recovery that is later reversed are credited back;
- Statutory rights — any refund required by applicable consumer or commercial law.
7. How to Request a Refund
To request a refund, email support@trustguardianpro.com with your account name, the invoice or charge in question, and a brief explanation. Our team will review every request fairly and respond promptly.
8. Processing Time
Approved refunds are processed within 5–10 business days to the original payment method. The time for funds to appear on your statement depends on your bank or card issuer. Account credits are applied immediately to your next invoice.
9. Contact
For any question about billing or refunds, contact us at support@trustguardianpro.com or TrustGuardian Pro, 480 Sutter Street, Suite 1700, San Francisco, CA 94108, USA.
Think you were billed in error?
Email support@trustguardianpro.com — billing corrections are always refunded in full.