Refund Policy

Last Updated: June 15, 2024

Thank you for choosing Trust Matrix Labs for your Web3 infrastructure and digital data distribution needs. We strive to ensure your complete satisfaction with our products and services. This Refund Policy outlines the terms and conditions for refunds related to our offerings.

1. Products and Services Covered

This Refund Policy applies to the following products and services offered by Trust Matrix Labs:

• Software licenses and subscriptions
• Consulting services
• Technical support packages
• Development services
• Training programs and educational materials
• API access and usage

2. Refund Eligibility

2.1 Software Products and Subscriptions

For software products and subscriptions, the following refund terms apply:

After the refund periods specified above, we generally do not provide refunds for software products and subscriptions. However, partial refunds may be considered on a case-by-case basis for annual subscriptions canceled mid-term.

2.2 Consulting and Development Services

For consulting and development services, the following refund terms apply:

• Pre-project Deposits: Refundable up to 7 days before the scheduled project start date, minus a 15% administrative fee.
• Ongoing Projects: For projects in progress, refunds will be calculated based on the percentage of work completed and deliverables provided.
• Completed Projects: No refunds are available for completed projects and delivered services unless the delivered work does not meet the specifications outlined in the contract.

2.3 Training Programs and Educational Materials

For training programs and educational materials, the following refund terms apply:

• Online Courses: 100% refund within 7 days of purchase if less than 25% of the course content has been accessed.
• Live Training Sessions: 100% refund if canceled at least 14 days before the scheduled training date; 50% refund if canceled 7-13 days before; no refund for cancellations less than 7 days before the training.
• Educational Materials: Digital educational materials are eligible for a refund within 7 days of purchase if they have not been downloaded or accessed.

3. Non-Refundable Items

The following items are generally non-refundable:

• Custom development work that has been delivered according to specifications
• Technical support services that have already been rendered
• API usage charges for resources already consumed
• Products where the terms of service specifically indicate they are non-refundable
• Transaction fees or administrative charges associated with your purchase

4. Refund Process

4.1 How to Request a Refund

To request a refund, please submit your request through one of the following methods:

• Email: contact@trustmatrixlabs.com with the subject line "Refund Request"
• Contact form: Complete the refund request form on our website
• Phone: Call our customer service at +17546435359 during business hours (Monday through Friday, 9:00 AM to 5:00 PM EST)

4.2 Information Required

Please include the following information in your refund request:

• Your full name and contact information
• Order number or subscription ID
• Date of purchase
• Product or service purchased
• Reason for requesting a refund
• Preferred refund method (if applicable)

4.3 Refund Processing Time

Once your refund request is approved, we will process the refund within the following timeframes:

• Credit card payments: 5-10 business days
• Bank transfers: 7-14 business days
• Other payment methods: Varies based on the payment processor

Please note that while we process refunds promptly, the time it takes for the refund to appear in your account depends on your financial institution or payment provider.

5. Special Circumstances

5.1 Technical Issues

If you experience technical issues that significantly impact your ability to use our products or services, and our technical support team is unable to resolve these issues within a reasonable timeframe, you may be eligible for a refund outside of our standard refund periods. Such cases will be evaluated individually based on the severity of the issues and the attempts made to resolve them.

5.2 Service Outages

For subscription-based services, if you experience significant service outages (excluding scheduled maintenance periods), you may be eligible for partial refunds or service credits proportional to the duration of the outage. This is applicable only if the outage exceeds our Service Level Agreement (SLA) parameters.

5.3 Exceptional Circumstances

We understand that exceptional circumstances may arise. In such cases, refund requests outside of our standard policy may be considered at the discretion of Trust Matrix Labs management. Please contact our customer support team with details of your situation for review.

6. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically. Your continued use of our products and services after the posting of changes constitutes your acceptance of such changes.

7. Contact Us