TrustEcho provides a secure payment-protection service by holding funds in escrow until a transaction is completed or reviewed during a dispute.
This policy ensures a transparent and fair process for both buyers and sellers.

2. When a Dispute Can Be Raised

2.1 A buyer may raise a dispute within 48 hours after the seller marks the transaction as delivered.
2.2 After the 48-hour window closes, funds are automatically released to the seller and cannot be reversed unless required by law.

3. Grounds for a Dispute

A buyer may open a dispute for any of the following reasons:

• The item never arrived

• The item arrived damaged or significantly different from the description

• The service was not performed or was incomplete

• Tracking information or proof of delivery is invalid or misleading

• Fraudulent behaviour is suspected

4. Evidence Requirements

To properly evaluate a dispute, TrustEcho may request evidence from both parties.

4.1 From Buyers

• Photos or videos showing the issue

• Screenshots of conversations

• Proof the item was not delivered

• Explanation of how the item differs from the agreed description

4.2 From Sellers

• Valid tracking information

• Proof of delivery

• Evidence that the item was accurately described

• Communication records confirming the agreed terms

Failure to provide evidence may result in a decision based on the information available.

5. Dispute Resolution Process

Once a dispute is opened:

5.1 TrustEcho temporarily freezes the funds in escrow.
5.2 Both parties may submit evidence and explanations.
5.3 TrustEcho reviews all available information.
5.4 A decision is made based on fairness, accuracy, and the evidence provided.
5.5 Possible outcomes include:

• Full refund to the buyer

• Full release of funds to the seller

• Partial refund or partial release

• Closure of the dispute due to insufficient evidence

6. Refund Outcomes

Refunds may be issued when:

• Items are not delivered

• Items are significantly not as described

• Services were not performed

• Fraud is confirmed

• The seller fails to provide tracking or proof of delivery

Refunds are returned to the buyer’s original payment method via Stripe.

7. Automatic Release of Funds

7.1 If no dispute is raised within 48 hours of delivery being marked, funds are automatically released to the seller.
7.2 Automatic release is final and cannot be reversed unless required by law.

8. False or Fraudulent Claims

TrustEcho may suspend or terminate accounts that:

• Submit false disputes

• Provide fake or manipulated tracking information

• Attempt to abuse or manipulate the dispute system

• Engage in deceptive or abusive behaviour

Repeated or severe misconduct may result in permanent removal from the platform.

9. Limitations

TrustEcho is responsible only for holding and releasing funds.
We are not responsible for:

• The quality, condition, or value of goods/services

• Delays caused by couriers or third-party carriers

• Losses resulting from misuse of the platform

• Agreements or communication made outside the TrustEcho app

10. Contact Information

For dispute assistance or questions, contact:

TrustEcho Support
📧 support@trustecho.com.au