Profile Unlock and Refund Policy

• eligible completed Hiring Roles receive 3 free Profile Unlocks automatically each calendar month, refreshing at the start of the month in Australian Eastern Time (Sydney);
• unused free Profile Unlocks do not carry over — a new month starts at 3, they do not accumulate;
• free Profile Unlocks are used before any purchased ones;
• purchased packs are normally credited to your balance shortly after Stripe confirms the payment;
• the payment-success page itself does not add credits — crediting happens once the confirmed payment reaches our system;
• occasional technical delays can occur; and
• if a successful payment isn’t reflected in your balance after refreshing a little later, contact support@trustbro.com.au.

• one pack contains 5 reusable Profile Unlocks for $29 AUD — the pack is the only paid unit, and individual unlocks are not sold separately;
• purchased Profile Unlocks do not expire under the current MVP model, stack across purchases, and are not reduced or reset by the monthly free refresh;
• each spent unlock reveals the stated available profile information — the tradie’s name, mobile number, resume and proof files where uploaded.

To be clear about what a pack is not:

• it is not a purchase of five guaranteed replies;
• it is not five guaranteed conversations;
• it is not five job placements;
• it does not reveal a tradie’s email address, and it cannot reveal a resume or proof file the tradie never uploaded; and
• it is not a guarantee of a tradie’s availability, accuracy, suitability or willingness to take the work.

If access to an unlocked profile is later restricted for safety or moderation reasons, contact support@trustbro.com.au. We may review whether a replacement credit, restored access or a refund is appropriate. This is not automatic and does not limit any rights that cannot legally be excluded.

Shared profile links (a Tradie’s own “Shared TrustBro Profile” links) are a separate free feature — they are not a purchased Profile Unlock product, cost nothing, and are not covered by this refund policy.

We review refund requests for situations such as:

• duplicate charges;
• a successful payment where credits were not supplied after reasonable troubleshooting;
• a serious technical failure that prevented the purchased service from being supplied;
• fraudulent or unauthorised payment, subject to verification and Stripe’s processes; and
• any circumstance where the Australian Consumer Law requires a remedy.

If you have already raised a chargeback with your bank or card provider, tell us — we will work through their process rather than run two disputes at once.

You may ask us to review a refund for unused paid credits. Requests are assessed case by case, taking into account the circumstances and any rights you have under Australian Consumer Law.

We generally do not provide change-of-mind refunds once purchased Profile Unlocks have been supplied or used. This does not exclude any rights you have under the Australian Consumer Law.

Using a Profile Unlock without receiving a response is not, by itself, evidence of a technical failure — responses are never guaranteed.

Email support@trustbro.com.au and include:

• the mobile number used for your TrustBro account;
• the approximate purchase date; and
• a description of the issue.

Please do not send:

• full card numbers;
• passwords;
• one-time passcodes (OTPs); or
• unnecessary sensitive documents.

We review requests within a reasonable period. Approved refunds are normally returned through the original payment method where practical.