Cancellation & Refund Policy

1. Scope of This Policy

This Cancellation Policy (also referred to as our Cancellation & Refund Policy) explains the fees that apply when a Customer cancels, reschedules, or fails to appear for a scheduled on-site service appointment ("Booking") with Trust Guard 360 LLC d/b/a TrustGuard360 ("TrustGuard360," "Company," "we," "us," or "our"). It is incorporated by reference into, and should be read together with, our Terms of Service. Cancellation of a Membership Plan is addressed in Section 8 below and in Section 4.2 of the Terms of Service. Cancellation or termination of a Digital Wing statement of work ("SOW") is addressed in Section 9 below and in Section 16 of the Terms of Service.

We understand that schedules change on short notice, and we aim to be as flexible as possible. At the same time, once a Tech is assigned to a Booking, that Tech has typically reserved the time and turned down other work to be there, so late cancellations and no-shows have a real cost. The fees below are intended to fairly balance that flexibility against that cost, and are lower or waived entirely for Members.

2. Cancellation Fees for On-Site Bookings

If you cancel a confirmed Booking, the following fees apply based on how much advance notice you provide and whether you hold an active Membership Plan at the time of cancellation:

"Full Service Cost" means the total price quoted or posted for the Booking at the time it was scheduled, excluding any parts or equipment not yet purchased on your behalf. These fees apply per Booking; if you have multiple Bookings scheduled, each is treated separately.

3. Rescheduling

You may reschedule a confirmed Booking to a new date or time as follows:

Rescheduling more than once for the same underlying appointment may, at our discretion, be treated as a new cancellation if it occurs within 3 hours of the most recently confirmed appointment time.

4. No-Shows and Access Issues

If a Tech arrives at the scheduled location at the confirmed appointment time and is unable to reach you, gain safe access to the premises, or begin the Service within a reasonable waiting period (typically 15 minutes) through no fault of the Company, the appointment will be treated as a "No-show" under the table in Section 2, and the applicable fee will apply. If you know in advance that you will be unavailable or unable to provide access, please cancel or reschedule as early as possible using the timing in Sections 2 and 3 to avoid this fee.

5. How Cancellation and Rescheduling Fees Are Charged

Cancellation and rescheduling fees will be charged to the payment method on file for your Account at the time of, or shortly after, the applicable cancellation, rescheduling, or no-show event, consistent with Section 5 of our Terms of Service. If we are unable to successfully charge your payment method, your Account may be restricted from making further Bookings until the outstanding amount is resolved.

6. Refunds for Prepaid Bookings

If you prepaid for a Booking and cancel with enough notice that no fee applies under Section 2, we will refund the full prepaid amount to your original payment method, generally within 5–10 business days. If a fee applies under Section 2, we will refund the prepaid amount less the applicable fee. Once a Service has been performed, payment for that Service is final and is not refundable except as expressly provided by the limited workmanship warranty in Section 12 of our Terms of Service, under which your remedy is re-performance of the Service, not a refund.

7. Cancellations and Delays Caused by the Company

No cancellation or rescheduling fee will be charged to you, and any prepaid amount will be refunded or credited toward a new appointment at your choice, if a Booking is cancelled or rescheduled by TrustGuard360 or a Tech — for example, because of Tech unavailability, a safety concern identified by the Tech, severe weather, or other circumstances within our or the Tech's control. Where a Booking must be delayed or cancelled due to circumstances outside anyone's reasonable control (see Section 12, Force Majeure), we will work with you in good faith to reschedule promptly, and no fee will apply to you for that cancellation.

8. Membership Plan Cancellation

Membership Plans (such as Trust Guard Lite and Trust Guard Prime) do not require a long-term contract. You may cancel a Membership Plan at any time by contacting us as described in Section 10; cancellation is effective at the end of your then-current billing period, and you will not be charged for a subsequent period. Cancelling a Membership Plan does not, by itself, cancel any Booking already scheduled; Bookings already on the calendar remain subject to the cancellation and rescheduling terms in Sections 2 and 3, applying Non-Member fees for any Booking scheduled to occur after your Membership Plan cancellation takes effect. See Section 4.2 of our Terms of Service for additional Membership Plan terms.

9. Digital Wing Engagement Cancellation and Termination

Cancellation or early termination of a Digital Wing SOW is governed by Section 16 of our Terms of Service and any termination provisions stated in the applicable SOW, not by the fee table in Section 2 of this Policy, which applies only to on-site Bookings. In general, if an SOW is terminated before completion, you remain responsible for fees for work already performed and non-cancellable costs already incurred as of the effective date of termination.

10. How to Cancel or Reschedule

You may cancel or reschedule a Booking, or cancel a Membership Plan, through your Account using the "Track Your Order" feature on the Site, by emailing support@trustguard360.com, or by calling +1 (888) 900-6064. A cancellation or rescheduling request is effective when we actually receive and confirm it, not when you send it, so please allow time for confirmation, particularly for requests made close to the timing thresholds in Sections 2 and 3.

11. Disputing a Cancellation or Rescheduling Fee

If you believe a cancellation, rescheduling, or no-show fee was charged in error, please contact support@trustguard360.com within thirty (30) days of the charge with your Booking details and the reason for your dispute. We will review the circumstances, including our scheduling and dispatch records, and respond with our determination. This Section does not limit any right you may otherwise have under our Terms of Service, including the dispute resolution process described in Section 19 of those Terms.

12. Force Majeure

Neither party will treat a cancellation, delay, or rescheduling caused by circumstances beyond a party's reasonable control — including severe weather, natural disaster, fire, governmental action, or similar events — as a fee-triggering cancellation under Section 2, consistent with Section 17 of our Terms of Service.

13. Changes to This Policy

We may update this Cancellation Policy from time to time, including the fees and timing thresholds described above. We will post the updated Policy on the Site with a revised "Last Updated" date. Changes will not apply retroactively to a Booking that was already confirmed before the change took effect.

14. Contact Us

If you have questions about this Cancellation Policy, please contact us at:

Trust Guard 360 LLC d/b/a TrustGuard360

5400 S Williamson Blvd, Port Orange, Florida 32128, USA

Email: support@trustguard360.com

Phone: +1 (888) 900-6064

Website: www.trustguard360.com