Refund policy

These Refund Policy Rules (hereinafter — “Rules”) govern the procedure, grounds, and timelines for refunds to users of the Trust Engine service located at https://trustengineai.com (hereinafter — “Service”).

The contract is concluded remotely through acceptance of the Public Offer posted on the Service website.

Service Provider: Vadim Vyacheslavovich Sorokin, an individual applying the special tax regime “Tax on Professional Income” (Federal Law No. 422-FZ), TIN 482608989640, Moscow, Russian Federation, email: hello@trustengineai.com.

1. Legal basis and nature of services

1.1. Services are provided in accordance with Chapter 39 of the Civil Code of the Russian Federation, Article 782 of the Civil Code, and Articles 22 and 32 of the Law of the Russian Federation No. 2300-1 “On Consumer Protection.”

1.2. Services are informational and advisory in nature and are provided in an automated manner using artificial intelligence algorithms.

1.3. The commencement of service delivery is the moment the user initiates the analysis.

1.4. The service is considered rendered at the moment the Report is sent to the Customer’s email address and/or access is granted in the personal account.

1.5. From the moment of service delivery, the Provider’s obligations are deemed duly fulfilled (Article 309 of the Civil Code).

2. Right to withdraw from the contract

2.1. In accordance with Article 32 of Federal Law No. 2300-1 and Article 782 of the Civil Code, the Customer may withdraw from the contract at any time upon reimbursing the Provider for actual costs incurred.

2.2. Prior to the commencement of service delivery (before the analysis is launched), the Customer may withdraw from the contract and receive a full refund of the amount paid.

2.3. After the service has commenced, a refund may be issued less actual costs incurred by the Provider.

2.4. If the Report has been generated and delivered to the Customer and/or access has been granted, the service is deemed fully rendered. Given the digital and automated nature of the service, the Provider’s actual costs amount to 100% of the service price. No refund is issued in this case.

2.5. Actual costs include, without limitation, expenses for computational resources, data processing, and Report generation.

3. Grounds for refund

A refund is issued in the following cases:

3.1. Double charge due to a technical error of the payment service — refund of the duplicate payment in full.

3.2. Technical failure, where:

• —the analysis was not completed;
• —the Report was not generated;
• —paid access was not restored automatically.

3.3. Technical defect in the Report (inability to open the file or absence of mandatory sections), if the defect is not remedied by the Provider within 3 business days from the date of notification.

3.4. Confirmed service unavailability for more than 24 consecutive hours within 3 calendar days from the date of payment — refund proportional to the volume of services not rendered.

4. Cases where no refund is issued

A refund is not issued if:

4.1. The Report has been generated and delivered to the Customer and/or access has been granted.

4.2. The request is related to disagreement with the Report’s conclusions or a subjective assessment of the result in the absence of technical defects.

4.3. The Customer has not used the service, provided that the validity period of the paid access (3 months from the date of payment) has not expired.

4.4. The terms of the Public Offer have been violated.

These provisions apply in accordance with Article 32 of Federal Law No. 2300-1.

5. Refund request procedure

5.1. To submit a refund request, send an email to hello@trustengineai.com with the subject: “Refund Request — [account email].”

5.2. The request must include:

• —Full name;
• —Email address;
• —Date and amount of payment;
• —Grounds for refund.

5.3. The request must be accompanied by proof of payment and, in the case of a technical defect, its description and/or screenshots.

5.4. Review period — no more than 10 calendar days from the date of receipt of the complete set of documents (Article 22 of Federal Law No. 2300-1).

5.5. If the required information is not provided, the review period shall be counted from the date of its receipt.

6. Refund timeline and method

6.1. Upon a decision to issue a refund, the funds shall be transferred no later than 10 calendar days from the date of receipt of the request (Article 22 of Federal Law No. 2300-1).

6.2. The refund is made using the same payment method used for the original transaction, through the payment service used at checkout (including Robokassa), unless otherwise stipulated by the payment system’s rules or technically impossible.

6.3. The actual crediting period depends on the bank or payment system and may take from 3 to 10 business days.

7. Prohibition of abuse of rights and payment dispute resolution

7.1. The parties undertake to act in good faith (Article 1 of the Civil Code). In accordance with Article 10 of the Civil Code, abuse of rights is not permitted, including the use of refund mechanisms or payment disputes in the absence of grounds provided by law and the contract.

7.2. Prior to filing a chargeback request with the bank, the Customer undertakes to file a claim with the Provider in the manner established by the Public Offer and these Rules.

7.3. The Provider is entitled to submit to the bank and/or payment system evidence of proper service delivery, including information on the analysis launch, Report generation and delivery, access provision, and other technical data.

7.4. An unjustified payment dispute does not relieve the Customer of the obligation to pay for services rendered.

8. Additional provisions

8.1. The Provider is not liable for refund delays caused by banks, payment systems, or incorrect details provided by the Customer.

8.2. Applicable law — legislation of the Russian Federation.