Last updated: 31 August 2026
Two different payments can be made to Trillions, and they are refunded on different rules. A sourcing fee is paid before work on a managed request starts. An order is payment for goods bought from the catalogue. This page covers both, order first, because that is the one most people are looking for.
Cancelling an order before you pay
Nothing is taken when you place a catalogue order. Until you have paid you can cancel it yourself from the order page, without a reason and without a charge — while the order is placed, while the desk is confirming it with the supplier, and after the freight has been quoted but before you settle it.
Refunding an order you have paid
A paid order can be refunded until the goods ship. That covers the whole of the time we are holding your money and the supplier has not yet dispatched: the period after payment, and production.
Once the goods have shipped an order is no longer refunded here. Money returned against a delivery that is already moving is a credit against goods you will receive, which is a different question from an order that never left, and it is settled with the desk rather than by pressing a button.
A refund is recorded by a Trillions administrator, always with a written reason, and appears on the order's own history where you can read it.
What a refund on an order returns
What was paid. Where freight has already been booked against a shipment that has not moved, the desk tells you what it cost before the refund is agreed rather than after.
The sourcing fee
When a managed request qualifies after review, Trillions issues a fee invoice before sourcing starts. The invoice states the net amount, VAT, the total payable and the bank transfer details, and the request stays on hold until an administrator confirms that payment was received. A fee invoice is settled by bank transfer. Where a fee is published for a request type it appears on the pricing page; otherwise the fee is quoted after a scope review.
The fee is credited against the order commission
The sourcing fee is not an extra cost on a completed purchase. When you commit an order to a supplier through Trillions, the paid fee is credited against the order commission and only the balance is charged. The credit is applied when the fee and the order are in the same currency, and the commission record shows the credit as its own line.
When a refund applies to the fee
A paid sourcing fee is refunded in one case: fewer than the committed minimum number of quotations were delivered within the committed period. Both commitments are stated on the fee confirmation for your request. Where the committed minimum was delivered in time, the fee is not refunded; it remains creditable as described above.
How a fee refund is recorded
A refund is recorded by a Trillions administrator and always carries a written reason. The invoice is marked refunded, the request history shows the refund and the reason for it, and the request itself moves to a refunded state. After a refund, supplier quotations that had been released for that request are no longer available.
This page describes what the platform does today. It is not a substitute for a policy settled by a qualified legal professional, and statutory rights to cancel or return, where they apply at your destination, are not decided here and are not displaced by anything above.