Trenz Refund Policy
Last updated: 28 October, 2023
Thank you for choosing Trenz, your all-in-one social hub for connecting, sharing, and trading. We understand that sometimes you may need to request a refund for purchases made on our platform. This Refund Policy outlines the guidelines and procedures for obtaining a refund.
1. General Refund Guidelines
1.1. Refund Eligibility: Trenz offers refunds for eligible transactions based on specific criteria outlined below. It is essential to review these criteria before submitting a refund request.
1.2. Refund Method: Refunds will typically be processed using the same payment method you used for the original transaction. However, we reserve the right to issue refunds via alternative payment methods if necessary.
1.3. Timing of Refunds: Refunds will be processed as soon as possible, but the exact timing may vary based on the nature of the transaction and the payment provider. Please allow up to 10 business days for the refund to be credited to your account.
2. Refund Categories
2.1. Trenz Premium Subscription:
- If you have purchased a Trenz Premium subscription, you may request a refund within 7 days of the initial purchase. Refunds requested after this period will not be granted.
2.2. Marketplace Purchases:
- For purchases made in the Trenz marketplace, refunds may be issued on a case-by-case basis. You must contact the seller directly for refund requests. Trenz will not be responsible for refunds on marketplace purchases. Trenz will only assist in arbitrating the matter within 7 days of making the purchase. After 7 days, trenz shall not be involved for arbitration purposes.
2.3. In-App Purchases:
- In-app purchases made within Trenz, such as virtual goods or services, may be eligible for a refund within 7 days of purchase. Please note that refunds for in-app purchases are subject to review and approval by our support team.
3. Refund Request Process
3.1. Submit a Request:
To request a refund, please contact our support team through the Trenz app or website contact us section within 7 days of making the purchase. Premium members can request a refund through the request a refund section at the footer section of our website or app. Be sure to provide all necessary information, including transaction details, date of purchase, and a clear reason for your refund request.
3.2. Review and Approval:
All refund requests will be reviewed and approved by our support team. We may contact you for additional information if needed.
3.3. Refund Notification:
Once your refund request is approved, you will receive a notification confirming the refund and the estimated timeframe for receiving your funds.
4. Exclusions
Please note that the following situations are not eligible for refunds:
Abuse and Misuse:
Refunds will not be provided if it is determined that the request is the result of abuse or misuse of the Trenz platform or services.
The item for refund is altered:
The item for refund must be in the same condition as it was prior to the purchase or else refund will be declined.
5. Contact Information
If you have any questions or concerns about our refund policy or need assistance with a refund request, please contact our support team at support@trenz.com.ng.
Trenz is committed to providing a seamless and enjoyable experience for all our users. This refund policy is designed to ensure fair treatment in refund requests while maintaining the integrity of our platform. We appreciate your trust in Trenz and look forward to serving you in the best possible way.
Thank you for being part of the Trenz community.
Sincerely,
Trenz Network
