CANCELLATION POLICY – TRUSTY

Last updated: 27/10/2024

This Policy governs the conditions applicable to the cancellation of services booked through the platform apptrusty.eu (hereinafter, the “Platform”).

Trusty operates exclusively as a technological intermediation platform between Clients and independent Professionals. The contractual relationship for the service is established solely between those parties.

1. Nature of Cancellation

A service cancellation may be requested by either the Client or the Professional in accordance with the conditions set out in this Policy.

Trusty does not intervene in the material execution of the service but may manage the retention or release of funds as provided herein.

2. Cancellation by the Client

2.1 Free Cancellation

The Client may cancel without penalty when:

• The cancellation is made at least 24 hours prior to the scheduled service time.


• The Professional has not yet accepted the request.

In such cases, a full refund of the amount paid will be issued.

2.2 Late Cancellation

If cancellation occurs less than 24 hours before the scheduled service, compensation to the Professional for the reserved time may apply.

Such compensation may amount to up to 50% of the service price, unless the Professional voluntarily decides not to apply it.

2.3 Client No-Show

If the Client is not present at the agreed location and time, the Professional must wait a maximum of 30 minutes.

After this period without response, the service may be considered cancelled due to Client absence.

In such case, the Professional may receive up to 70% of the reserved service amount.

3. Cancellation by the Professional

3.1 Early Cancellation

The Professional may cancel for justified reasons and must notify the Client as soon as possible.

In such case, the Client shall be entitled to a full refund.

3.2 Repeated Cancellations

Trusty may limit or suspend the accounts of Professionals who repeatedly cancel accepted services without justified cause.

4. Post-Service Claims

The Client has 24 hours from service completion to submit a claim.

During this period, the payment amount will remain on hold.

Trusty may act as a neutral mediator and decide to:

• Issue a full refund.


• Issue a partial refund.


• Release full payment to the Professional.

The decision shall have effect exclusively within the Platform’s payment system.

5. Services Already Started

Once the service has begun, cancellation with the right to a refund shall not apply, except in cases of serious and duly evidenced breach.

6. Force Majeure

No penalties shall apply where cancellation is due to duly justified force majeure circumstances (accidents, serious illness, extreme weather conditions, administrative decisions).

7. Abuse Prevention

Trusty may suspend accounts or retain funds where abusive use of the cancellation system or fraudulent claims are detected.

8. Limitation of Liability

Trusty shall not be liable for damages resulting from cancellation by either party.

Trusty’s maximum liability shall be limited to the amount effectively received as intermediation margin in the specific transaction concerned.

9. Applicable Law

This Policy shall be governed by Spanish law.

Any dispute shall be submitted to the Courts and Tribunals of Palma de Mallorca.