Chargeback Policy

1. Contact us first

If you do not recognise a charge, believe you were billed incorrectly, or are unhappy with a service you paid for by card, contact us before disputing the transaction with your bank: through the secure message thread on your case, or by email to info@trustlex.ge with your case ID and the payment date and amount.

We acknowledge every payment dispute within 2 business days and resolve it — with a correction, a refund under the Refund & Cancellation Policy, or a reasoned written explanation — within 10 business days. Most issues are resolved much faster. Under our Terms of Service, clients agree to use this complaints procedure before initiating a chargeback, because a direct refund reaches you faster than a card-network dispute.

2. Legitimate refunds are paid, promptly

Where a refund is due under the Refund & Cancellation Policy — cancellation before or during work, a failed registration not attributable to you, a duplicate or erroneous charge — we refund to the original card through our payment provider (TBC Bank E-Commerce) within 5 business days of the decision, without requiring a chargeback. Duplicate and clearly erroneous charges are refunded as a priority, normally within 2 business days of verification.

3. Evidence we keep for every payment

Every engagement on the Platform generates a complete, timestamped record which we retain and, where a chargeback is raised, provide to the acquiring bank and card networks: the client's registered account and verified email; the itemised quote and invoice accepted before payment; acceptance of the Terms of Service (with the version and timestamp recorded); the payment authorisation data from the payment provider; the case audit log showing each work stage performed with dates; documents delivered to the client's portal vault; the message history with the client; and delivery confirmations (registry extracts, courier tracking) where applicable.

4. How we handle a chargeback

If a chargeback is nevertheless raised, we respond to every bank request within the card-network deadlines and in full. If the disputed amount is genuinely refundable, we accept the dispute or refund directly. If the service was delivered as agreed, we submit the evidence described above through the representment process.

While a chargeback on a case is pending, work on that case may be suspended. If a chargeback is upheld for a service that was in fact delivered, the underlying fee remains a debt owed under the Terms of Service.

5. Fraud prevention

Payments are processed by TBC Bank's e-commerce gateway with 3-D Secure cardholder authentication; Trustlex never sees or stores full card numbers. Services are delivered to the registered, email-verified account that placed the order, and identity documents of the founders are collected and verified as part of every formation engagement — so the cardholder, the client, and the service recipient are linked by a documented trail. Suspicious or mismatched payments are declined or refunded proactively.

6. Contact

Payment disputes: info@trustlex.ge (subject line "Payment dispute — [case ID]"), or the secure message thread on your case at www.trustlex.ge. Trustlex LLC, Tbilisi, Georgia.