The dispute resolution process

Once a dispute is opened, the TRUZH moderation team reviews the details and evidence from both sides. Both parties are given opportunity to present their case and respond to the other party's statements.

The moderation team attempts to mediate a fair resolution — often a full or partial refund, a return, or another mutually acceptable outcome. Most disputes resolve at this stage when both parties negotiate in good faith.

If mediation fails, TRUZH makes a final decision based on the evidence, our Terms & Conditions, and Spanish consumer protection law. Decisions are final on the platform level, but users retain all legal rights under Spanish law, including access to the EU Online Dispute Resolution platform.