Trustlex policy
Refund & Cancellation Policy
This Policy explains when you can cancel, exactly how the refundable amount is determined, what happens to third-party costs, and how quickly refunds are processed — including for payments made by card.
Last updated: 22 July 2026
1. Your right to cancel
You may cancel an Engagement at any time by written notice through the Platform (secure message on your case) or by email to info@trustlex.ge. Consumers additionally benefit from the statutory 14-day withdrawal right for distance contracts described in the Terms of Service; nothing in this Policy limits those statutory rights.
Because clients usually ask us to begin promptly, express consent to early performance is collected at checkout. Cancelling after work has commenced triggers the stage-based calculation below rather than a full refund.
2. When work is deemed to have commenced
Work commences when Trustlex confirms acceptance of your case and a qualified team member opens the substantive review or begins preparing your documents. This moment is objectively recorded: every case on the Platform has a timestamped history (audit log) showing when review started, when documents were generated, and when each milestone completed. That record — visible to you in your client portal — is the evidence used to determine the refund stage.
Account creation, browsing, receiving an automatic pro-forma quote, or submitting an application by itself does NOT count as commencement of work.
3. How the refundable amount is determined (stage schedule)
The professional (Trustlex) fee for company formation is apportioned to delivery stages with fixed weights. On cancellation you are refunded the weights of all stages not yet completed:
Stage 1 — Intake and lawyer review of your application: 20% of the professional fee.
Stage 2 — Preparation of corporate documents (charter, founders' decision, Power of Attorney draft): 40% of the professional fee.
Stage 3 — Filing preparation and submission to the Public Registry: 40% of the professional fee.
Example: you cancel after review has completed and documents have been drafted, but before filing. Stages 1 and 2 (60%) are retained; Stage 3 (40%) of the professional fee is refunded.
For fixed-price add-on services (e.g. apostille, courier, tax registration), the fee is fully refundable before the service is started and non-refundable once the deliverable has been produced or the shipment dispatched; if a service is partly performed, the same proportionality principle applies.
For recurring services (registered address, secretary, bookkeeping), unused full months are refunded; the current month is not.
4. Third-party costs (Disbursements)
Government fees, notary fees, certified translation, apostille/legalization and courier charges are pass-through costs paid to third parties on your behalf and are itemised separately on every invoice. On cancellation they are refunded only to the extent they have not yet been incurred, or are actually recovered from the third party. Amounts already paid to the Public Registry, a notary, a translator or a courier are outside Trustlex's control and are generally non-recoverable.
5. If registration cannot be completed (not your fault)
If your company registration cannot be completed for reasons NOT attributable to you — for example, a registry practice change, or an error on our side — you choose either: (a) a free re-filing / correction at no additional professional fee, or (b) a refund of the professional fee for the formation service in full, less only third-party Disbursements already incurred and unrecoverable. This is our "no result caused by us — no professional fee" commitment.
If the registration fails because of inaccurate, incomplete or misleading information or documents provided by you, or because you stop cooperating (e.g. the notarized Power of Attorney is never provided), the stage schedule in Section 3 applies instead.
Decisions reserved to authorities and third parties — name approval, tax-status grants, bank onboarding — are never guaranteed; where a specific filing is rejected by an authority despite correct preparation, we re-file once at no additional professional fee.
6. How and when refunds are paid
Approved refunds are processed within 5 business days of the refund decision. Card payments are refunded to the same card through the payment provider (TBC Bank E-Commerce); bank-transfer payments are returned to the paying account. We do not pay card refunds in cash or to a different account, in line with anti-money-laundering rules.
Depending on the issuing bank, a card refund may take a further 3–10 business days to appear on your statement after processing.
7. How to request a refund
Send a message on your case in the client portal or email info@trustlex.ge with your case ID. We acknowledge refund requests within 2 business days and give a reasoned decision, with the stage calculation shown, within 5 business days. If you disagree, the complaints procedure in the Terms of Service applies; nothing here limits your right to approach a competent authority or court.