Service credits and refund guidelines

At TrustGrow, we aim to deliver measurable improvements in reputation, visibility, and trust. Because our work is highly customized and executed in stages, most services are non-refundable. In specific cases, we may offer a refund or service credit after a case review.

When refunds or credits may apply

TrustGrow does not operate a general “no-questions-asked” money-back guarantee.
However, in limited situations we may issue a partial or full refund, or provide a service credit toward future work, for example when a pre-paid engagement has not yet started or a clearly defined deliverable has not been provided.

Conditions for review

Your request may be considered for a refund or service credit if

• You contact us within a reasonable time after the invoiced service period.
• The requested work has not yet started or can be demonstrably cancelled without cost.
• A clearly scoped deliverable has not been provided as described in writing.
• There is a confirmed billing error or duplicate charge.
• The issue cannot be resolved through additional support or corrective work.

Requests based purely on preference changes, lack of long-term results, or external platform decisions (such as algorithm changes or review moderation) are generally not eligible.

How to request a case review

To request a refund or service credit review, please

1. 1

   Contact us via the TrustGrow contact form or support email.

   Submit your request through our contact page or by emailing info@trustgrow.me, clearly indicating that it concerns a refund or service credit review.

2. 2

   Include your project reference and a short description.

   Share your invoice or project ID, the email used for the engagement, and a concise explanation of the issue, including which part of the scope you believe was not delivered or is in dispute.

3. 3

   Our team will review your case and propose a resolution.

   We will evaluate the work performed, the agreed scope, and any supporting evidence, then confirm whether a refund, partial credit, additional work, or no adjustment applies.

Approved refunds or credits will be issued to the original payment method or applied to future TrustGrow services, as communicated in our response.

Processing time

Once a refund or credit has been approved, processing times may vary depending on your payment provider. In most cases, financial institutions require several business days to display the adjustment on your statement.

Non-refundable situations

As a general rule, TrustGrow engagements are non-refundable once work has started. In particular, the following situations are typically not eligible:

• Completed strategy, audit, content, outreach, or implementation work.
• Changes in preference after work has been executed in line with the agreed scope.
• Outcomes impacted by third-party platforms, algorithms, or moderation decisions.
• Requests based on expectations that were not documented or agreed in writing.
• Downgrades or cancellations requested after extensive use of ongoing services.

We appreciate your feedback

Even when we cannot offer a refund, your feedback is valuable. It helps us refine how we scope projects, communicate expectations, and deliver future TrustGrow engagements.