Terms of Service

Trustap Ltd — governing all use of the Trustap platform and services, including www.trustap.com, the Trustap web and mobile apps, and any Customer Integration.

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These Terms of Service ("Terms") govern your access to and use of the services provided by Trustap Ltd ("Trustap"), a private limited company incorporated in Ireland (Company Registration No. 614918), with registered office at 1-2 St Patrick's Quay, Victorian Quarter, Cork, T23 CY5X, Ireland.

Trustap is a technology platform that facilitates secure online transactions between buyers and sellers. By accessing or using the Trustap website (www.trustap.com), the Trustap web application (app.trustap.com), the Trustap mobile apps (iOS and Android), or any Customer Integration (together, the "Platform"), you agree to be bound by these Terms.

In these Terms, "we", "us" and "our" refer to Trustap. "You" and "your" refer to the Trustap User or Customer. Trustap grants you a non-exclusive, non-transferable licence to use the Platform and Services subject to these Terms. If you do not agree to these Terms, you must immediately stop using the Platform. Trustap may revise or update these Terms in accordance with the Changes clause in Section 19.

Key Definitions

These terms recur throughout the document, so it's worth knowing them up front.

Trustap Services

Trustap provides two core services (together, the "Services"):

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By accessing or using the Platform or any Services, including through the website, mobile apps, or any Customer Integration, you acknowledge and agree to the following:

• Age requirement: You are at least 18 years old and legally capable of entering into binding contracts in your jurisdiction.
• Lawful use: You will only use the Platform and Services for lawful purposes and will not engage in any Prohibited Transaction.
• Legal capacity: You have the legal capacity to enter into and comply with these Terms. If acting on behalf of a business, you confirm you are duly authorised to bind it.
• Account requirements: To take part in a transaction, you must register a Trustap Account or have a Guest Account created through a Customer Integration. Viewing transaction history or submitting disputes may require a full Account.
• Technical access: You have the necessary equipment, software, and internet access to use the Platform and Services.
• Accuracy of information: You provide accurate, complete, and current information and update it as necessary. You must not share your credentials or allow unauthorised access, and must not misrepresent your identity or impersonate anyone.
• Compliance with law: Your use of the Platform does not and will not violate any applicable laws, regulations, or rules in your jurisdiction or the jurisdiction of any party to a Transaction.

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Direct Trustap Users must register a Trustap Account to access the Services. Users accessing Trustap through a Customer Integration may use a Guest Account, but may need a full Account to access transaction history and dispute submission features.

Creating an Account

To register, you provide the requested information (full name, email address, country of residence) and create a password, consenting to its use in accordance with our Privacy Policy.

Seller Account Verification

Sellers must complete account verification to receive payouts. Requirements vary by country but always include:

Trustap relies on the accuracy of the information you provide. You agree to provide any additional information or documents necessary to verify your identity, bank account, and business details, and to comply with our legal obligations to prevent financial crime, including money laundering and fraud. Trustap may use third-party verification services and may retain your information, including activity history, to monitor compliance with legal and regulatory requirements.

Account Security

You are responsible for keeping your credentials secure. You agree to indemnify Trustap for any loss or damage resulting from fraudulent use of your account, including knowingly sharing your login credentials. You must notify us of any changes to your information and keep it accurate.

Account Suspension

Trustap may partially or fully suspend your use of the Services if:

• We have reasonable concerns about the security of your Account.
• We cannot verify your identity or business details, or detect potential financial crime risks.
• We have reason to suspect you are breaching these Terms.
• We have reason to suspect fraudulent or unauthorised activity, including Prohibited Transactions.
• We need to address technical problems or make minor technical changes.

Suspension may include restricting your account access, withholding payments, or pausing payouts. We will notify you in advance, or as soon as possible, unless the issue is urgent, and will explain the reasons unless doing so would compromise security or be unlawful. We will lift the suspension as soon as the underlying reasons no longer exist.

Platform Updates

We may update the Platform to reflect legal or regulatory changes, address security threats, or make technical improvements. For significant changes, we will endeavour to notify you by email or by posting information on our website.

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Trustap works with specialist partners to move money and track deliveries. Using Trustap means agreeing to be bound by their terms too.

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Here's the lifecycle of a Trustap Protection transaction, end to end:

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Trustap Checkout Transactions are available exclusively through certain Customer Integrations. Here's how they differ from Trustap Protection:

All dispute-related issues must be addressed directly with the Customer Platform managing the transaction, in accordance with its published support and complaints process.

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7.1 Standard Fees

Fee structure summary: Direct Trustap User-to-User transactions attract only a Buyer Protection fee. Transactions through a Customer Integration may attract a Buyer Protection fee, a Seller fee, or both, depending on the integration setup.

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7.2 Additional Fees

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8.1 Trustap Protection — Cancellation Rules

Whether you can cancel depends on the transaction's current status:

‍Direct Trustap Users: select "Cancel Transaction" on the transaction page. This button is only visible when cancellation is eligible based on the conditions above. Indirect Trustap Users: the cancellation process may be accessible directly through the Customer Platform, in addition to or instead of the Trustap transaction page.

8.2 Trustap Checkout — Cancellation

Trustap Checkout transactions cannot be cancelled or disputed after payment, as Funds are immediately released to the Seller. Buyers may still have rights under applicable consumer protection laws and should contact the Seller directly to exercise them; Sellers are responsible for complying with those laws in their jurisdiction.

8.3 Consumer Rights and Seller Responsibilities

Professional Sellers (Business Transactions)

• The Buyer is protected under Trustap's Terms.
• The Buyer may also have further rights under local consumer protection laws in the Seller's jurisdiction — it's the Buyer's responsibility to contact the Seller directly to exercise these; Trustap will not assist outside its Terms.
• The Seller is solely responsible for complying with all relevant consumer protection laws.

Private Sellers (Peer-to-Peer Transactions)

• The Buyer is protected under Trustap's Terms.
• Consumer protection laws — including the statutory right of withdrawal — do not apply to peer-to-peer transactions with private sellers.
• Buyers' refund and dispute rights are limited to what's set out in these Terms.

The Disputes, Refunds, and Returns Policy applies only to Trustap Protection Transactions — not Trustap Checkout Transactions.

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Dispute types: Trustap categorises disputes by Order Fulfilment status — Order Issues (pre-fulfilment) and Complaints (post-fulfilment, during the Complaint Period, where one applies).

Application of this policy: These rules apply to all Trustap Protection Transactions, including via Customer Integration — not Trustap Checkout. Where a Customer Platform has published its own provisions or exceptions, those apply in place of, or alongside, this policy; where it hasn't, or its rules don't address the situation, this policy applies in full. Always check the relevant Customer Platform's published dispute policy first.

‍Role of Trustap: Trustap does not buy or sell items and does not manufacture, store, or inspect any items sold through its services. It acts as a neutral intermediary, facilitating the transfer of funds and governing dispute resolution within the scope of this policy.

A Buyer may initiate a dispute where: the order hasn't been confirmed as fulfilled and they believe there's an issue (Order Issue); or a Complaint Period applies, hasn't expired, and they believe the Seller failed to meet their obligations (Complaint). Disputes are only considered if the submission process in Section 9.3 is followed, since this is what allows Trustap to pause the transaction and hold Funds during investigation.

Valid dispute reasons Trustap supports:

• Item Not Received: the Seller didn't fulfil the order (including partial service fulfilment); the item was lost in transit; delivery was refused by the Buyer (e.g. damaged packaging on arrival); the item was delivered to the wrong address (excluding Buyer mistakes); or a technical issue prevents initial access to a digital item.
• Item Not as Described: the item was damaged in transit, or is significantly different from its description at purchase (damage before transit, defective, counterfeit, or wrong item sent).
• Refunds approved by the Seller for any reason are also covered.

General standard for validity: the issue must be objectively verifiable and directly related to the item or service as described at the time of the transaction. Disputes based solely on subjective dissatisfaction, change of mind, personal preference, or circumstances outside the Seller's control will not be accepted.

Dispute eligibility exclusions — the following are not valid grounds for a refund:

• Event tickets: missed or refused access is not covered unless directly attributable to a fault in the ticket itself (invalid barcode, incorrect event details). Not covered: refusal of entry for disorderly behaviour, late arrival, early departure, removal after entry, or ticket damage after receipt.
• Artistic or creative items/services: subjective dissatisfaction — not to the Buyer's taste, unhappy with style/quality/interpretation, or differing from personal preference where no specific deliverables were agreed — is not valid grounds.
• Digital goods and services: once successfully accessed or used, not eligible unless the Buyer shows it was corrupted before access, non-functional, or significantly different from its description. Buyer remorse is never a valid reason.
• Donations: voluntary donations and tips are not eligible for refund once payment is confirmed.

The Complaint Period is the fixed window in which a Buyer may formally submit a Complaint following Order Fulfilment confirmation.

• Direct Trustap Users: 24 hours from when the order is marked fulfilled.
• Indirect Trustap Users: may vary by Customer Platform — some platforms may not offer a Complaint Period at all.

Where no Complaint Period applies, the Buyer has no right to a post-fulfilment dispute, and Funds are released on fulfilment confirmation. Where one applies, the Buyer is informed of it by email at the time fulfilment is confirmed. Missing the Complaint Period, or not using the submission process (9.3.2), results in automatic Fund release to the Seller and forfeits the right to dispute.

9.3.1 Order Issues (pre-fulfilment)

A party who believes there's an issue before Order Fulfilment is confirmed must submit an Order Issue directly from the transaction page ("Submit an Order Issue").

9.3.2 Complaints (post-fulfilment)

Buyers may only file a complaint if a Complaint Period applies to their transaction, and only within that period.

• Direct Trustap Users: click "Submit Complaint" on the transaction page and complete the flow before the period ends.
• Indirect Trustap Users: follow the Customer Platform's complaint process and complete it before the period ends.

The Complaint should include a detailed description of the issue. Following this process is essential — it suspends the transaction and retains Funds during investigation. Failure to submit within the process or period forfeits the right to a refund and releases Trustap from any obligation to investigate.

9.4.1 Investigation

When a Buyer submits a dispute, Trustap pauses the transaction and initiates an investigation. For Customer Integrations, Trustap may consult the platform, or delegate the investigation and outcome to it entirely (provided the platform is neither Buyer nor Seller).

Trustap or the delegated platform may request additional information by email — business agreements, contractual agreements, service terms, service orders, quotes, images or videos, proof of delivery, expert statements, police reports, door camera footage, or related correspondence. For courier-delivered items, Trustap may also contact the courier. Trustap does not cover or facilitate the cost of obtaining evidence.

Investigations are generally completed within a maximum of 7 days, longer for complex cases (expert statements, police reports, courier verification). Funds are retained in the Vault throughout. If a Buyer initiates a chargeback with their payment provider, Trustap closes its own investigation and handles the matter directly with the provider; if decided in Trustap's favour, the Buyer isn't eligible for a Trustap refund.

9.4.2 Outcome

• Independent resolution: the Buyer may cancel their complaint (Funds released to the Seller) or the Seller may accept it (item price refunded; Buyer Protection fee stays non-refundable). Either action waives the right to a formal investigation and finalises the transaction.
• Arbitration: otherwise, Trustap (or the delegated Customer Platform) decides which party is liable. The decision is final and binding; once Funds are released accordingly, it cannot be appealed or reversed.
• Automatic resolution — Buyer's favour: if the Seller doesn't respond for more than 48 hours (or the delegated platform's window), unless Trustap grants an extension.
• Automatic resolution — Seller's favour: if the Buyer doesn't respond for more than 48 hours (or the delegated platform's window), unless Trustap grants an extension.

Both parties are informed of the outcome by email or other written electronic communication. Where resolved in the Buyer's favour, a return of the item may be required first (Section 9.5). Trustap may suspend, temporarily or permanently, any account found abusing the platform or acting in bad faith.

Where a transaction is processed through a Customer Integration, that platform's published return rules take precedence; otherwise, or where a Customer Platform hasn't published its own rules, this section applies.

When a complaint is upheld as "Item Not as Described", the Buyer may need to return the item before a refund is processed. The Buyer must initiate the return within 72 hours for digital items, or five working days for physical items — failing to do so results in the complaint being resolved (finally) in the Seller's favour.

The Buyer bears the cost of return shipping unless otherwise agreed or specified by the Customer Platform. Trustap does not facilitate, govern the conditions of, or cover the cost of returns. Buyers are advised (not obligated) to use tracked shipping and share the tracking number with the Seller and Trustap.

Where tracked shipping is used, the carrier's information is deemed accurate unless the Seller provides contrary evidence within 24 hours of delivery confirmation — failing to contact Trustap Support within this window closes the complaint in the Buyer's favour. If untracked postal services are used, the Buyer bears liability for the item until the Seller confirms receipt (or remains unresponsive for 48+ hours). If the Seller reports an issue with the returned item before the refund is processed, Trustap will investigate and make a final decision.

• Disclosure of risks: Sellers are solely responsible for disclosing known risks associated with a digital item — failure to do so results in any dispute being treated as "Item Not as Described".
• Download and access: Sellers must ensure Buyers can successfully download or access purchased items, with reasonable assistance for first-time access. Both parties must respond within 48 hours or the dispute resolves in the other's favour. A Seller's responsibility ends once the Buyer has successfully accessed the item at least once (unless a known risk went undisclosed).
• Refund eligibility: not available once the Buyer has accessed and modified the digital item, as it can't be returned to its original state.
• Item maintenance: Sellers must maintain digital item quality over time, though marketing-campaign services can't be maintained indefinitely — the obligation ends once the agreed objective is met. Neither Sellers nor Trustap are liable for later declines in quality or quantity. Buyers are responsible for securing items once accessed.

For more complex cases, the parties agree to refer disputes to the Ajuve Dispute Resolution Rules, incorporated into these Terms by reference. A full copy of those rules is available at https://ajuve.com/dispute-resolution-rules. If either party doesn't comply with the Ajuve process, Trustap may terminate or cancel the Transaction and refund the wronged party, less applicable fees.

Trustap reserves the right (but has no obligation) to commence Ajuve Arbitration on the parties' behalf, or to interplead the Funds with a court of competent jurisdiction at any time — in either case, both parties authorise Trustap to use the Funds to pay Ajuve Arbitration fees. Other than where Trustap initiates arbitration, the fee is borne by the initiating party and may be recoverable depending on outcome.

Any Ajuve Arbitration award is final and binding; judgment may be entered in any court of competent jurisdiction. The parties may resolve a dispute at any time by jointly agreeing to release the Funds. No disputed Funds are released until resolved by joint instruction or Ajuve Arbitration order.

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Refunds are processed to the Buyer's original payment method. Once processed, they typically take 2–3 business days (5 business days for bank transfers), and up to 10 days in rare cases. If you can't locate a refund more than 3 business days after confirmation (5 for bank transfers), contact Trustap Support.

Submitting a dispute does not result in an automatic refund — it initiates an investigation under Section 9.

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Trustap does not provide a currency conversion service. Any currency conversion is provided by your third-party payment service provider or Stripe when transferring funds to and from your Account.

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To the extent permitted by law, Trustap is not liable to you, except as a direct consequence of our fraud, or for death or personal injury caused by our negligence. Subject to that, Trustap is not liable for loss of profit, business, contracts, revenue, or anticipated savings, or any special, indirect, or consequential damages.

12.1 Unauthorised and Incorrectly Executed Transactions

As a Buyer, except where you've acted fraudulently, you won't be liable for losses from an unauthorised Payment. We assume all Payments are authorised unless you notify us otherwise. If you believe a Payment was unauthorised or incorrectly executed, contact us as soon as possible — and no later than 13 months after the amount was deducted.

Except where we're not liable (e.g. we obtained liability protection from the card issuer), we'll refund the Payment amount and any associated fees without undue delay. We may require a declaration form and may investigate before or after any refund. If you're a consumer or micro-enterprise, we'll only investigate after refunding you, unless we have prima facie evidence the refund shouldn't be made.

12.2 Invalidated Payments

If you're a Seller (Direct Trustap User) or a Customer, you're liable for all claims, expenses, fines, and liability we incur from a chargeback, refund, overpayment, payment error, or other invalid payment you or your users cause ("Invalidated Payment"); any error, negligence, misconduct, or fraud by you, your users, your employees, or someone acting on your behalf; or any losses from your, or your users', failure to comply with these Terms.

In such cases, you authorise us to collect any amount due by retrieving funds from your bank account, charging another payment method on file, withholding it from future payouts, or invoicing you (payable within 30 days).

12.3 User Indemnity

You agree to indemnify, defend, and hold harmless Trustap, its officers, directors, employees, and agents from claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from: your use of the Platform in breach of these Terms; your negligence, fraud, or wilful misconduct; any dispute between you and another User; or any third-party claim arising from your use of the Platform.

12.4 Platform Availability

Trustap provides the Platform on an "as is" and "as available" basis, without guaranteeing it will be uninterrupted, error-free, or free from viruses. We may suspend access for maintenance, updates, or reasons outside our control, with advance notice where practicable. Trustap is not liable for loss or inconvenience from Platform unavailability, except where caused by our fraud or negligence.

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To receive payouts, Sellers must register and fully verify their Trustap Account (Section 3). Trustap is not liable for losses from your submission of incorrect, incomplete, or outdated information.

Funds unreleased or unpaid for 90 days from the original payment timestamp are considered "Unclaimed Funds". Once classified, regulatory requirements may prevent Trustap from initiating further automated transfers or payouts, and you may be unable to withdraw the full or partial amount.

You may request a review of your Unclaimed Funds via the Contact Form. If withdrawal is then permitted, an Unclaimed Funds Fee may apply. Trustap also reserves the right to temporarily hold or cancel any payout to prevent fraud, financial crime, or other unlawful activity; conduct risk assessment or security review; complete a compliance or account investigation; or verify identity.

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You can contact Trustap via our Contact Form or by email at support@trustap.com. We'll contact you using your email address, telephone number, or residential address. All communications are in English; any translation of these Terms is for information purposes only, and the English version governs.

Trustap may be required by law to disclose information about your account or transactions to regulatory authorities, law enforcement, or other competent bodies without prior notice — and may be legally prohibited from telling you a disclosure was made. Nothing in these Terms limits Trustap's ability to comply with its legal obligations here.

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By You

Buyers and Sellers may terminate these Terms at any time by contacting us. Ongoing Transactions continue under these Terms until completed, unless both parties agree otherwise. Customer Platforms' termination rights are governed by their separate contract with Trustap.

By Trustap

• Compliance, legal, or regulatory reasons: Trustap may terminate immediately and without notice. Upon termination, Trustap will repay Funds to the Buyer, provided they're not held for a Dispute or Chargeback or otherwise required by law.
• All other reasons: Trustap may terminate by giving one month's written notice. Ongoing Transactions continue as usual unless both parties agree otherwise.

Termination doesn't affect either party's rights for periods before termination.

Cooling-off Period

If you're a consumer, you hereby request immediate performance of these Terms and acknowledge you'll lose your statutory right of withdrawal once the initial service is fully performed. You retain your right to terminate under this section regardless.

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If you're not satisfied with the Services, contact us via our Contact Form in the first instance. We'll promptly send a claim acknowledgement and a copy of our Complaint Handling Procedure. You agree to cooperate and provide the information we need to investigate and resolve the claim promptly.

You may receive a summary resolution within 3 Business Days, where a summary resolution is possible, or a final response within 8 weeks in all other cases.

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You accept our Privacy Policy and Cookie Policy and agree not to do anything that compromises our compliance with them. We may amend the Privacy Policy and Cookie Policy at our absolute discretion; continued use of the Platform after any amendment constitutes your acceptance of those changes.

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Trustap is not liable for any breach of these Terms due to abnormal and unforeseeable circumstances beyond our reasonable control, the consequences of which could not have been avoided despite all reasonable efforts. This includes circumstances caused by our legal obligations.

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Questions

If you have questions about these Terms, refer to our Help Centre. If you can't find an answer, contact us via our Contact Form.

Duration

These Terms are a framework contract of indefinite duration for the purposes of the Payment Services Regulations 2009.

Changes

We may update or modify these Terms from time to time to reflect changes in our services, legal requirements, or business practices. We'll notify you of proposed changes by email, giving you at least 30 days' notice before they take effect. If you don't agree, you may terminate these Terms without charge before the effective date by closing your account and notifying us in writing. If you don't object before the effective date, you'll be deemed to have accepted the changes.

The following are exceptions to the above:

• More favourable changes: changes that are more favourable to you may be applied immediately, with notification provided at or before the time the change takes effect.
• New products or services: where we introduce a new product or service that doesn't change your existing rights or obligations under these Terms, we may make it available immediately and notify you before you use it.
• Urgent legal or regulatory changes: where a change is required by law, regulation, or a competent authority and there isn't time to give reasonable advance notice, we will give you as much notice as possible in the circumstances, which may be after the change takes effect.

Your continued use of the Platform after the effective date of any change constitutes your acceptance of the updated Terms.

Assignment

Trustap may assign or transfer its rights under these Terms by giving you two months' written notice. You may not assign or transfer your rights under these Terms without our prior written consent.

Intellectual Property

All intellectual property rights in the Platform — including its software, design, trademarks, content, and data — are owned by or licensed to Trustap. You're granted a limited, non-exclusive, non-transferable licence to use the Platform and Services solely for the purposes set out in these Terms. You must not copy, reproduce, reverse-engineer, decompile, scrape, or create derivative works from any part of the Platform without our prior written consent.

Customer Logo and Brand Reference

Each Customer grants Trustap a non-exclusive, royalty-free, worldwide, perpetual licence to use the Customer's name, logo, and brand assets to identify the Customer as a Trustap user in marketing, promotional, or informational materials — including our website, social media, pitch decks, press releases, and case studies. Trustap will make reasonable efforts to follow any brand guidelines the Customer provides in writing.

Entire Agreement

These Terms, together with the Privacy Policy, Cookie Policy, and any other policies or agreements expressly incorporated by reference, constitute the entire agreement between you and Trustap regarding your use of the Platform, and supersede all prior representations, discussions, and agreements relating to the same subject matter. Where you're a Customer, this is subject to the separate agreement between you and Trustap governing your Customer Integration, which takes precedence over these Terms in the event of any conflict.

Severability

If any provision of these Terms is found invalid or unenforceable in any jurisdiction, that provision is ineffective to the extent of the invalidity without affecting the remaining provisions. The parties will negotiate in good faith to replace an invalid provision with a valid, enforceable one consistent with the Terms' intention. These Terms may be accepted electronically, and an agreement formed electronically is valid.

Governing Law

These Terms, and your relationship with Trustap arising from them, are governed by Irish law. If you're a consumer resident outside Ireland, the governing law will include any consumer laws of your home jurisdiction that provide greater protection than Irish law.

Jurisdiction

All disputes arising out of or relating to these Terms are subject to the exclusive jurisdiction of the Irish courts. If you're a consumer resident outside Ireland, you may also petition the courts of your home jurisdiction.