Terms & Privacy Policy

These Terms of Use (“Terms”) govern the relationship between Trusted Order (“we,” “our,” “us”) and the seller or delivery company (“you,” “your”) who registers and uses our platform. By creating an account and accessing our services, you agree to comply with these Terms. If you are a delivery company, you’ll have access to onboard sellers.

You are responsible for ensuring that your use of Trusted Order complies with applicable laws and regulations in your country.

• Account Creation: you must provide accurate business, legal, and contact information, and create credentials for you or the sellers you onboard.
• Predefined Policies: You allow us to help you by setting up predefined payment policies during account creation. You retain full control to change, delete, or add new policies at any time via our seller portal.
• Account Security: You are responsible for maintaining the confidentiality of your account credentials.

We collect setup data for you, including:

• Business information (name, type, category, bank account, commercial registration).
• Contact information (business email, phone number).
• Account credentials (usernames, passwords).
• Payment policies, and currency.
• Branding assets (logo, website URL).

Your data is used to:

• Provide secure access to our services.
• Enable payment policy orchestration.
• Support branding and customization for you or the sellers you onboard.
• Ensure compliance with applicable e-commerce and commercial regulations.
• Avail payment policies to you, or sellers you onboard, to display to your customers.
• Send WhatsApp messages to mobile numbers of the customers belong to you or the sellers you onboard.

• Provide accurate and up-to-date information.
• Use our services only for lawful business purposes.
• Ensure your customers mobile numbers sent to us are having WhatsApp accounts.
• Provide official contact details (email address, phone number, and WhatsApp).
• Choose your currency that will be the currency of all your orders.
• Verify delivery payment: each order has a secret number to enable verification of the delivery payment. Said number is generated by you, or us and given to you once generated. The number gets displayed to customer after the payment as proof of payment. Your delivery agent must verify payment, without liability on Trusted Order.
• Respond to your customers issues raised via our platform in timely manner. If your non-responsiveness leads to increasing number of disputes, chargebacks and losing customer trust, we have the right to deactivate your account.
• Acknowledge that you do not have any intellectual property rights in our technological platform. You must not perform reverse engineering, modification, or tampering. We retain all intellectual property rights, including the right to modify, update, or improve the platform at any time.

• Trusted Order is a partner of certified payment gateways (one or more in each county supported in our platform). All payment transactions and card tokenization are processed exclusively through our partner gateways. We don’t have access to cards sensitive information.
• You delegate Trusted Order full authority to: integrate on your behalf with any payment gateway in your country, collect payments, and transfer to your account.
• You accept and comply to the gateway terms and requirements as follows:
  • Non-refundable fees per transaction (subject to change with prior notice):
    • Egypt
      • 2 EGP + 2.65% for local cards and wallets
      • 2 EGP + 2.75% for international cards
  • Financial settlements and bank transfers are twice a week
  • In case of negative balance due to refunds or chargebacks/penalties, you must settle within 3 days
  • A transaction refund must be within 30 days of its initiation
  • Clear product/service description and return/refund policy must be displayed on all e-commerce channels belong to you, or sellers you onboard; said channels are subject to inspection
• In case of transaction dispute, you must provide the sales invoice within 3 days of receiving the dispute notification.
• You allow Trusted Order to add service fees on top of every order, which will be charged to your customers (sellers pay only the gateway fees calculated for the total amount after adding our fees). For any collected payment, our fees are non-refundable under any conditions.
• Payment Instruments Preferences: You set your preference for the instruments available to your customers for payment. If you configure a payment split transaction type within a policy as “hold”, the transaction amount will not be collected unless the customer accepts the order, the max allowed hold time defined by the instrument expires, or the instrument does not support amounts holding.

• Suspend or terminate accounts that violate these Terms or applicable laws.
• Modify or update platform features and configurations without prior notice.
• Use your customers’ WhatsApp numbers to send messages to them.
• Retain seller data as required by law.
• Change its fees from time to time.

Trusted Order is not liable for:

• Losses arising from seller misuse of the platform.
• Third-party service disruptions (e.g., payment gateways, SaaS integrations).
• Indirect or consequential damages, except where prohibited by law.

We may update these Terms of Use from time to time. Your continued use of our platform after any changes are made signifies your acceptance of the updated terms. You will be notified by email for significant changes.

For questions regarding these Terms, you may contact us on: support@trustedorder.com

Trusted Order (“we,” “our,” “us”) values the trust of sellers who use our platform. This Privacy Policy explains how we collect, use, and protect seller-related information in compliance with applicable laws in the countries we support.

This policy applies to seller-facing operational data collected through Trusted Order, including:

• Basic information (name, description, currency, business category).
• Contact information (business email, phone number).
• Account credentials (usernames, passwords).
• Seller preferences (payment policies, card networks).
• Branding assets (logo, URL).
• Order information (items, fees, totals, transactions).

We collect seller data to:

• Provide secure access to the Trusted Order platform.
• Enable payment policies orchestration.
• Support seller branding and customization.
• Ensure compliance with applicable e-commerce and commercial regulations.
• Share with the payment gateway to process payments and handle disputes.

Seller data may be shared with:

• Service providers (e.g., SaaS integrations, payment processors) for operational purposes.
• Regulatory authorities only if legally required under e-commerce or commercial law.
• Shoppers for seller branding, order management, and after sales support.
• Internal staff for order issues investigation based on customer request.

We do not sell seller data at all or disclose it to third parties without justified reasons.

Seller data is retained only as long as necessary to:

• Maintain active seller accounts.
• Fulfill contractual obligations.
• Comply with applicable commercial regulations.

We implement safeguards including:

• Encryption of sensitive fields.
• Role-based access controls.
• Secure audit trails for compliance.

Sellers have the right to:

• Access and update their account information.
• Request deactivation of account.

We may update this Privacy Policy from time to time. Sellers will be notified of significant changes via email or Trusted Order portal.

For privacy-related inquiries, sellers may contact Trusted Order on: support@trustedorder.com