Terms & Conditions

Please read our terms & conditions and related Privacy Policy to learn how we strive to protect the personal data that you send to us; we conduct our terms of business based on the following principles:

• 1. Company. Trusted Support Services (TSS) is an incorporated non government private company not associated in any way with any government agency. We strive to make our clients and visitors to our website aware that we offer an independent service to clients who require support or do not want the hassle of filing government forms to relevant government agencies.

• 2. We provide support services to US and Canadian Citizens with residence in Mexico, United States or Canada.
  

• 3. We provide services to clients and monitor online accounts or profiles to trusted traveler programs on the clients behalf,  Our Support servicesare provided on the strict basis that by submitting your personal information and related data to Trusted Support Services Inc by telephone, email, fax or online form. You provide your full consent and agree that Trusted Support Services may open, monitor, update and access your online GOES account profiles on your behalf for the sole purpose of implementing or updating the related application,  monitoring conditional approval decisions and approval confirmations to the relevant government programs.

• 4. Complaints. We aim to treat all our clients fairly and with the greatest of respect at all times. If you have a concern or problem with the way that an agent or member of our team has dealt with your application, please email your complaint to us along with details of when the dispute took place to complaints@trustedsupportservices.com marked for the attention of Complaints Department. We aim to promptly deal with all disputes honestly and fairly.

• 5. We issue refunds under specific conditions, Clients who wish to make a refund request should email us: refunds@trustedsupportservices.com or use the refund request form. Specific details of our refund policy are below and on the refund request form

• 6. Charges. All of the application forms for the travel programs listed on this website contain a service fee page explaining the services we offer. By signing the service sheet or submitting an online version, you accept our fees and terms of business. Our application packs may contain free government information or forms. By downloading our application packs you are paying for the additional information or support services, which aids the filling of the government application forms. The terms & conditions of downloading a Trusted Support Services application pack are listed on every page and we request you read our charges before downloading.

• 7. Website. We strive to add accurate content to our website; however government information and programs can change without notice at any time. Therefore we do not accept responsibility for inaccurate information. If you find information inaccuracies on our website, please email and let us know the URL and the information you believe to be misleading or incorrect.

• 8. Client Data and Information. All information provided to Trusted Support Services (TSS) is strictly confidential and at all times. We do not distribute, give or sell any information to third parties. Each of our agents and staff members are bound by legal agreements prohibiting disclosure of information outside of the companies secure environment. Once we have fulfilled our business with a client their personal information is restricted , destroyed or deleted from our systems. Trusted Support Services does not generally allow our agents to make outbound calls (except in urgent cases) Agents are prohibited from taking any credit/debit card information by phone. All client contact is conducted via secure web pages and the email address registered on your application form. All email is screened and monitored.

• 9. We do not accept responsibility for information submitted by clients, which is false, misleading, inaccurate, illegible or incomplete.

• 10. Employees. Trusted Support Services employees responsible for processing applications use titles such as “Applications Agent” and “ US Visa Applications Agent” to describe their position in the company. The titles used by (TSS) are not in any way related to the positions in the US/Canada government Customs and Border Protection agency who use the term “Border Crossing Officer” to describe public servants who administer regulations associated with immigration and customs control.

• 11. Paid Services. Trusted Support Services provides an online application process for trusted traveler program applications as a paid support service with a fee stated on the relevant service page. By submitting an application, requesting registration and paying a fee per applicant, you agree to (TSS) providing the initial registration. You further agree to application support, application submission and application certification being provided to you by Trusted Support Services (TSS) for which the application fees were charged. Under normal circumstances full refunds are not given for online applications which are instant. A full refund may be given in the event that we are unable to process your application due to missing data, or in such an event that you submit a refund request prior to your application being certified with the relevant government agency.

• 12. Technical Issues. In cases where you have technical issues with links or online application forms, please email us: info@trustedsupportsevices.com with your Payment reference number and we shall endeavor to resolve the issue with your purchased service immediately. In rare cases where a technical issue with our system is not resolved within 1 working day then a full refund will be issued.

• 13. Payment. All fees are processed by Trusted Support Services and the Government in United States Dollars (USD), There is no option to process fees online in Canadian Dollars (CAD). Both Trusted Support Services and the Government charges all electronic application fees in USD regardless of United States or Canadian residency.  
• TO THE FULLEST EXTENT PERMITTED BY LAW,

• (A) CLIENT WAIVES ALL CLAIMS RELATING TO ANY APPLICATION CHARGES UNLESS A CLAIM IS MADE USING THE REFUND REQUEST FORM OR EMAIL AND A RESPONSE PERIOD OF 1 WORKING DAY HAS ELAPSED BEFORE ANY ESCALATION AND;

• (B) THE ISSUANCE OF FULL OR PARTIAL REFUNDS (IF ANY) IS AT THE SOLE AND REASONABLE DISCRETION OF TRUSTED SUPPORT SERVICES  AND IF ISSUED, IS ABOVE AND BEYOND (TSS) LIABILITIES.

• 14. Refunds. We strive to deliver great customer service and deal fairly with all our clients. If you submit a refund request form within 45 days and your application has not been certified with the relevant government agency then we will issue you a full refund within 1 working day. We reserve the right and may at our sole discretion and in line with our refund policy charge a minimum cancellation fee of $60.00 United States dollars or dispute the full payment amount where a refund request has not first been submitted with a period of 1 working days having elapsed prior to any escalation, dispute or claim and in all other cases for the work that has been completed, which includes ’immigration practitioners time,’call center agents time, online application processing costs and an administration processing fee for closing your file, deleting, destroying or securely storing personal application data held by Trusted Support Services.