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Refund and Cancellation Policy

TRUSTNET Refund and Cancellation Policy

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At TRUSTNET, LLC, we are dedicated to ensuring our customers' satisfaction. Our policies are designed to be transparent and fair, reflecting the different commitments associated with the products and services we offer. This policy outlines the terms for refunds and cancellations for:

  • (A) Licenses and Subscriptions
  • (B) Managed Service Agreements (MSP/MSSP)
  • (C) Physical Products

A. Licenses and Subscriptions (e.g., Microsoft 365, Kaseya, etc.)

1. Cancellation of Subscriptions

  • Commitment Term: All licenses and subscriptions are subject to the term established at the time of purchase (e.g., monthly or annual). These subscriptions cannot be cancelled before the end of their term.
  • Cancellation at Renewal: You may request the cancellation of a subscription to prevent its automatic renewal. Cancellation requests must be submitted in writing at least seven (7) business days prior to the subscription's renewal date. This allows us sufficient time to process the cancellation with the manufacturer.

2. Refund Eligibility for Renewed Subscriptions

  • Partner-Specific Refund Window: Some of our partners and manufacturers (e.g., Microsoft) offer a limited window to cancel a subscription and receive a refund after it has automatically renewed. This window is typically seven (7) calendar days from the renewal date.
  • Client Responsibility: This refund window is not universal and varies significantly between manufacturers. It is the Client's responsibility to consult the specific refund policies of our partners (listed below) or to contact TRUSTNET to confirm the exact cancellation and refund window applicable to their specific product.
  • Non-Refundable Items: Licenses that are part of a bundle, promotional offers, or custom orders may not be eligible for a refund. Activated software and fully rendered services are non-refundable.

B. Managed Service Agreements (MSP & MSSP Contracts)

1. Nature of the Agreement

Managed Service Agreements are relational, long-term commitments for a fixed term (e.g., twelve months), as detailed in the signed Master Service Agreement and SLA. Their value is based on continuous support, resource planning, and expert management.

2. Cancellation Policy for Managed Services

  • No Early Cancellation: In line with the commitment established in the Master Agreement, contracts for managed services do not permit early cancellation.
  • Cancellation at Term End: The service contract may only be cancelled upon the expiration of its term, with prior written notice as specified in the Master Agreement.
  • Early Buyout Option: The sole mechanism for terminating a Managed Service Agreement before its expiration date is to exercise the early buyout option. This requires an upfront payment equivalent to one hundred percent (100%) of the total fees for the remaining months of the contract. For complete details, please refer to your signed TRUSTNET Master Service Agreement.

C. Physical Products (Hardware)

1. Return of Physical Products

  • Condition: All physical products must be returned within 7 calendar days of receipt, in their original packaging and in a resalable, like-new condition.
  • Shipping Costs: Customers are responsible for return shipping costs unless the product is defective or was sent in error.
  • Restocking Fee: Returns of physical products, especially from bulk or special orders, may be subject to a restocking fee as determined by the manufacturer or distributor.

General Refund and Process Information

1. Refund Process

To initiate a request, please contact our support team at refunds@trustn.net or call +1 (939) 444-0044. Include your name, order number, and the reason for the request. Approved refunds will be processed within 7-10 business days to the original payment method. A valid proof of purchase is required.

2. Specific Partner Refund Policies

In addition to TRUSTNET’s refund policy, the following partners' products or services are subject to their respective refund and cancellation policies, which may include additional terms and conditions:

3. Contact Us

For any questions, please contact us at:

We appreciate your business and are committed to providing the best possible service.

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