Terms & Privacy Policy

Welcome to Trusted Order. By accessing or using Trusted Order mobile application, you agree to be bound by these Terms of Use that govern your use of the application and our services.

To use Trusted Order mobile application, you must create an account by providing accurate and complete information, including your name, phone number, and PIN. You are responsible for maintaining the confidentiality of your account credentials. You can delete your account via the application or website. Make sure you accept or cancel any active order before account deletion.

You must have a WhatsApp registration for the phone number you provide to Trusted Order to be able to receive a registration OTP (one-time password) from Trusted Order.

A phone number can be associated to only one account at a time and an account can be accessed on a single device at a time for more secure access to your account.

For faster login, you can allow Trusted Order application to use your mobile device biometric authentication.

Secure transactions for order amounts are being processed by a certified payment gateway. You provide your card information directly to the payment form of said payment gateway. Trusted Order has no access to your card sensitive information.

When you complete and submit said payment form you agree on all payment policy details associated with the order. You can access the order payment policy details if you tap the information (i) icon right after the policy horizontal line. Said policy details state the payment splits, the order review time, and the non-refundable amounts if any.

To be able to reuse cards, tokens are saved by default upon adding any new card after you provide the OTP. You can delete saved ones from your user profile.

If a new order has been received on your Trusted Order application and this order’s payment policy mandates an amount to be paid for the order to be placed (placement split), the seller can specify the allowed time for you to complete said payment. The application displays said time upon order receiving. If it’s expired without the required payment, the order will be cancelled automatically.

If you want to refund an order after paying the placement split and before delivery, the non-refundable amount stated in the order payment policy will be deducted from the refund amount.

If you are not satisfied with your order after delivery, you can open an issue (return request) for items that need to be replaced or refunded. This must happen within the time available to check delivered order. This time is given by the seller as part of the order payment policy. If said time expired before submitting your return request, this means you agree to accept the order as is.

For open issue, you might receive a refund proposal from seller. If the seller allows limited time for you to review said proposal, the application displays the limited time to reject. If no action before the displayed time expires, this means you agree on the proposal.

For any refund amount to be available on your card instantly, the payment amount must be on hold. This happens under two conditions. The first is that the order payment policy to mention that the payment amount to be on hold (not to be collected instantly). The second is that the maximum hold time is not expired. Maximum hold time varies from card network to another and we collect the hold amount before time expiry. If the amount is collected, refund will follow the standard process that takes time depending on the card network. If no expiry, amounts on hold to be collected at order completion.

At the delivery time, if your payment instrument (e.g., credit card) has insufficient balance and you select the “Cash” option, Trusted Order app will mark the order as completed immediately without allowing time for order review even if the seller’s payment policy allows it. You still can open a return request directly with the seller as per the seller’s rules and the consumer protection laws.

For each payment split, Trusted Order applies a service fee. Said fee is non-refundable for any collected payment as long as Trusted Order service is available and provided. A service fee invoice will be available for each order once completed.

We may make changes to service fees from time to time. Your continued use of the application after any changes are made signifies your acceptance of the updated fees.

VAT is an additional amount to be added on top of Trusted Order service fees.

Trusted Order provides a technology platform connecting buyers and sellers. We are not responsible for product quality, delivery delays, or indirect damages; all are seller’s responsibility.

We are also not responsible for the order invoice, including seller’s product price and seller’s fees (e.g., shipping fees); this is the seller’s responsibility to send it to you. We are responsible for Trusted Order technology platform service and its fee’s invoice.

Our liability is limited to the maximum extent permitted by law.

These Terms of Use are governed by and construed in accordance with the laws of the countries Trusted Order operates in.

You agree to use Trusted Order mobile application in a lawful and ethical manner. You are prohibited from using the application to engage in any illegal activities or to harm others.

We may update these Terms of Use from time to time. Your continued use of the application after any changes are made signifies your acceptance of the updated terms.

For complains or questions about this “terms of use”, please contact us on support@trustedorder.com

At Trusted Order, we are committed to protecting your personal data and ensuring your privacy according to the Personal Data Protection Law (PDPL). This Privacy Policy outlines how we collect, use, share, and protect user information.

We collect the following user data:

• Name
• Phone number
• PIN (Personal Identification Number for login)
• Card tokens (generated by the payment gateway)
• Profile photo
• Orders
• Transactions
• Return requests (order issues)
• Messages to/from sellers

Name, phone number, PIN, and personal photo are stored in encrypted form. Card details are not being stored, processed, or even flow through our network; they flow directly from the user mobile device to the payment gateway.

We share collected data (except PIN, card tokens, and personal photo) with sellers from whom the user makes orders. We also share aggregated statistics with the public, such as:

• Total number of users
• Total number of orders
• Total number of return requests

We implement necessary organizational, administrative, and strong technological security measures, like encryption and secure transfer protocols, to keep user data safe. We ensure that said data is processed lawfully and fairly. As we are supporting multi country, we store the data on a secure global cloud platform.

We retain personal users data until account deletion. For orders, transactions, issues, and messages, we retain them 2 years. After this period, this data is securely archived.

We never sell users data for money. We do not share said data with third parties except as described in this policy. Any disclosure of said data to other parties will be made in accordance with applicable laws and regulations in cases such as security purposes, judicial requirements, dispute procedures, or any purpose of legitimate interest of Trusted Order (e.g., service improvement).

We may update this Privacy Policy from time to time. Users will be notified of significant changes via the application.

For complains or questions about this Privacy Policy, please contact us on support@trustedorder.com