Information about Trustly's handling of personal data when submitting a question to Trustly Support

At Trustly, we value your privacy. It is therefore important for us to inform you of how we collect and process personal information about you when you interact with Trustly. The purpose of this information is to set out the principles governing Trustly's processing of your personal data provided to us when you interact with Trustly Support via the online form available on our website.

Trustly Group AB ( 556754-8655) is the data controller of the personal data that is submitted by you through the website. Trustly works hard to protect your privacy and always processes your personal data in accordance with applicable laws and regulations.

Trustly accepts questions and complaints from consumers via our online form. For you to be able to contact us using the the online form, we require that you provide us with your name, your email address and a case description. If you want us to investigate a transaction made with Trustly, we will also ask you to submit a proof of payment. In addition to this information, we may at a later stage ask you to provide additional information, e.g. a copy from your bank statement relating to the transaction that you have questions about or your bank account number if we need to pay you a refund. We collect this information from you for the purposes of handling your query.

In case that you volunteer information to us that we have not explicitly asked for (for instance by including it in the case description), it will be handled in the same manner as the information that we have explicitly asked for.

The information you provide will be reviewed by our Support Team and other employees as necessary in order for us to handle your query. The interaction between yourself and Trustly will be dealt with via our support management tool Desk. This means that your support case will be managed via Desk which, on our behalf, will for instance store the correspondence between yourself and our Support Team. When doing so, Desk may store information on servers located outside of the EU. We have put strict legal obligations on Desk entailing that Desk must store the information in a safe manner and that Desk can only process the information in accordance with our instructions and are not allowed to share it with anyone else than us.

We keep your data for two years in accordance with requirements from the Swedish Financial Supervisory Authority. If you have any inquiries or requests relating to the personal data that you have provided us with, please reach out by sending an email to