Cancellation & Refund Policy

Your booking status (for example Requested, Accepted, Scheduled, In Progress, Completed, Cancelled) and your payment/refund status (for example unpaid, pending verification, verified, refunded) are separate. A cancelled booking does not automatically result in a refund. Refund eligibility is assessed separately and depends on the circumstances described below.

You may cancel a booking request at any time before the provider has accepted it. Because no service commitment has been made yet, no chargeable cancellation applies.

After a provider has accepted your request but before work has begun, you may cancel the booking. You should give the provider reasonable notice where possible. No TrustLink cancellation fee applies during Early Access unless a fee is expressly disclosed and agreed before the relevant transaction.

If a provider cancels a confirmed booking, they should give you reasonable notice. Where a payment has already been verified, the provider cancellation will be taken into account in any refund assessment. Repeated or unjustified provider cancellations may affect a provider's standing on the Platform.

If work has already begun and a cancellation or stoppage occurs, any refund will depend on what work was reasonably completed, what was agreed, and the circumstances. This may require review under our Dispute Resolution Policy.

Refunds are not automatic. Refund eligibility may arise, for example, where:

• A verified payment was made and the service was not provided or was not provided as agreed;
• A provider cancelled after a payment was verified;
• A duplicate or incorrect payment was made and verified; or
• A dispute is resolved in the customer's favour.

Each refund request is assessed on its circumstances. TrustLink facilitates refund recording but does not guarantee a particular outcome in every case.

If you accidentally make a duplicate verified payment for the same booking, contact us at admin@trust-link-sl.com with the relevant booking and transaction references. We will review the records and, where appropriate, record a refund.

If you sent the wrong amount or sent a payment to the wrong merchant details, contact us promptly with the transaction reference. Refund eligibility depends on verification of the payment and the circumstances.

If you paid for a service that was not provided, you may request a refund. TrustLink will review the booking, any communications and payment records. Where appropriate, a refund will be recorded and the booking/payment status updated.

Refunds may also result from a resolved dispute. See our Dispute Resolution Policy for how disputes are raised and resolved.

During Early Access, refunds are processed manually. Recording a refund reflects TrustLink's acknowledgement of a refund due; the actual return of funds to your wallet or account depends on the relevant payment network and may take additional time. TrustLink is not a payment service provider and does not itself move funds.

Submitting false, misleading or fraudulent refund requests is prohibited and may result in account restriction and, where applicable, referral to the relevant authorities.

Nothing in this Policy is intended to exclude or limit any statutory or consumer rights you may have under the laws of Sierra Leone. Where a mandatory right applies, it takes precedence over anything in this Policy.

For refund questions, contact us at admin@trust-link-sl.com or +232 76 665228.