Terms & Conditions

1. About TrustParcel

TrustParcel is an online platform that facilitates secure transactions between private buyers and sellers by holding payment in escrow until the buyer confirms receipt of the correct item. TrustParcel acts as a neutral intermediary and is not a party to any transaction between users.

TrustParcel is designed for use with platforms such as Facebook Marketplace, Gumtree, OLX and similar peer-to-peer marketplaces in South Africa.

2. Eligibility

To use TrustParcel you must:

• Be at least 18 years of age
• Be a resident of South Africa
• Provide accurate and truthful registration information
• Have the legal capacity to enter into binding agreements
• Not be prohibited from using online payment services under South African law

3. Account Registration

You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately of any unauthorised use of your account. TrustParcel will not be liable for any loss resulting from unauthorised use of your account.

You may not create multiple accounts, transfer your account to another person, or use another person's account without permission.

4. How the Escrow Service Works

4.1 Creating a Transaction

Either the buyer or seller may create a transaction on TrustParcel by providing the item description, agreed value, and sharing a secure invite link with the other party.

4.2 Escrow Payment

Once both parties have joined a transaction, the buyer pays the agreed amount plus the TrustParcel protection fee via PayFast. Funds are held in TrustParcel's merchant account and are not released to the seller until the buyer confirms delivery.

4.3 Delivery Verification

Each transaction is assigned a unique QR code. Scanning the QR code at collection and delivery creates a verified record of the handover. TrustParcel does not guarantee physical delivery of items — it records verification events as reported by the parties.

4.4 Buyer Confirmation

After the parcel is delivered, the buyer must confirm receipt through the TrustParcel platform. Upon confirmation, funds are released to the seller. The buyer has a 24-hour window after marked delivery to raise a dispute before funds are automatically released.

4.5 Fund Release

Funds are released to the seller's PayFast account or by manual bank transfer arranged by TrustParcel. Release timelines may vary and TrustParcel will communicate these to the seller after confirmation.

5. Platform Fees

TrustParcel charges a protection fee on each transaction, paid by the buyer in addition to the item value:

• Items up to R500: R15.00 flat fee
• Items R501 – R2,000: 3% of item value
• Items R2,001 – R10,000: 2.5% of item value
• Items over R10,000: 2% of item value

The seller always receives the full agreed item value. The protection fee is non-refundable except in cases where TrustParcel is found to be at fault. Registration and account creation are free.

6. Disputes

6.1 Raising a Dispute

If a buyer has a problem with a transaction — including non-delivery, wrong item, damaged goods or item not as described — they may raise a dispute through the TrustParcel platform. Upon raising a dispute, funds are immediately frozen.

6.2 Dispute Resolution

TrustParcel will review disputes and may request evidence from both parties. TrustParcel's decision on dispute outcomes is final. We aim to resolve disputes within 5 business days, though complex cases may take longer.

6.3 Dispute Outcomes

• Resolved in buyer's favour: Item value refunded to buyer (protection fee non-refundable)
• Resolved in seller's favour: Funds released to seller
• Closed: Parties may seek resolution through other channels

TrustParcel is not responsible for the outcome of transactions and acts only as a neutral intermediary. Our dispute resolution service is provided on a best-efforts basis.

7. Prohibited Items and Transactions

The following are strictly prohibited on TrustParcel:

• Illegal goods or services of any kind
• Stolen goods or goods obtained through fraud
• Weapons, firearms, ammunition or dangerous materials
• Counterfeit or replica goods
• Adult content or services
• Animals or living creatures
• Prescription medication or controlled substances
• Any item prohibited under South African law

TrustParcel reserves the right to cancel any transaction and freeze funds if we suspect prohibited items are involved. Users found to be transacting in prohibited items will have their accounts suspended and the matter may be reported to the relevant authorities.

8. User Responsibilities

As a user of TrustParcel you agree to:

• Provide accurate item descriptions and agreed values
• Act honestly and in good faith in all transactions
• Not attempt to manipulate the QR verification system
• Not raise false disputes
• Not use TrustParcel to facilitate fraud, money laundering or any illegal activity
• Communicate respectfully with other users and with TrustParcel staff

9. Limitation of Liability

TrustParcel does not guarantee continuous, uninterrupted access to the platform and is not liable for any loss arising from platform downtime or technical issues.

10. Account Suspension and Termination

TrustParcel reserves the right to suspend or terminate any account that:

• Violates these Terms and Conditions
• Is involved in fraudulent or suspicious activity
• Provides false registration information
• Abuses the dispute resolution system
• Engages in prohibited transactions

In cases of account termination, any funds held in escrow will be handled at TrustParcel's discretion, taking into account the circumstances of the termination.

11. Payments and PayFast

All payments on TrustParcel are processed by PayFast, a licensed South African payment service provider. By making a payment on TrustParcel you also agree to PayFast's terms of service. TrustParcel does not store or have access to your card or banking details.

12. Governing Law

These Terms and Conditions are governed by the laws of the Republic of South Africa. Any disputes arising from these terms will be subject to the jurisdiction of the South African courts. Users agree to attempt to resolve disputes with TrustParcel directly before pursuing legal action.

13. Changes to These Terms

TrustParcel may update these Terms and Conditions from time to time. Registered users will be notified of significant changes. Continued use of the platform after changes are published constitutes acceptance of the updated terms.

14. Contact Us

For any questions regarding these Terms and Conditions, please contact us: