Terms of service
Last updated: 22 October 2026
Welcome to Trust Panda Europe, operated by Illuminance Labs Kft (Company registration no. 01-09-353238, tax number 27309711-2-43, EU VAT number HU27309711), trading as Trust Panda Europe (“we”, “us”). These Terms of Service (“Terms”) govern your use of our website, online store and related services (the “Services”) and every purchase you make from us.
These Terms apply to consumers (people buying for purposes outside their trade, business or profession) and to business customers. Where the rules differ, we say so. Nothing in these Terms limits the rights you have as a consumer under the law that applies to you.
By placing an order you accept these Terms, which you can read, save and print before ordering. Please also read our Privacy Policy.
1. Who we are
Trust Panda Europe is operated by Illuminance Labs Kft, Barázda utca 42, Ground Floor, 1116 Budapest, Hungary. Email: support@trustpanda.com. Phone: +36 1 955 5888. We run our online store at https://www.trustpanda.eu and https://www.trustpanda.hu on the Shopify platform. Both addresses are the same store, and these Terms apply to purchases through either. All purchases are made directly with us.
2. Eligibility and accounts
You must be at least the age of majority in your country to place an order or create an account. The information you give us must be accurate, current and complete. You are responsible for keeping your login details confidential and for activity under your account. You may close your account at any time by contacting us.
3. Our products and export restriction
We aim to describe and display our products accurately, but colours and details may vary depending on your device. We may change product descriptions, prices and availability, discontinue products or limit quantities at any time; changes do not affect orders already accepted.
Our products contain encryption technology and are subject to EU, US and other export-control and sanctions laws. We supply them for use in the countries we deliver to. You must not export, re-export or transfer them to any other country, or to any person, entity or end use subject to sanctions or export restrictions, without our prior written consent and any licence the law requires. We may ask for end-use or end-user information, delay dispatch while we check an order, and refuse or cancel any order we reasonably believe would breach these laws, with a full refund of any payment taken.
4. Orders and acceptance
Product listings on our site are an invitation to order, not a binding offer. To order:
- Add products to your cart.
- Go to checkout and enter your contact, delivery and billing details.
- Choose a delivery method and a payment method.
- Review your order on the final page. You can go back and correct any errors at any point before the next step.
- Click the order button. This is your binding offer to buy the products in your cart under these Terms.
We email you straight away to acknowledge receipt of your order. That acknowledgement is not an acceptance. Payment is authorised at checkout.
A contract is formed when we accept your order by emailing you a dispatch confirmation. Before then we may decline an order, for example if a product is unavailable, if we cannot deliver to your address, if an order does not clear our export-control and sanctions checks, or if we suspect fraud. If we decline, we will tell you and release the payment authorisation or refund any payment taken in full.
For volume quotes and orders through our enterprise portal, a contract is formed when we confirm the order in writing, and section 9 applies.
5. Prices and payment
For consumers, prices shown in our store include VAT. For the shipping destinations we support, we also include import duties and taxes in the price wherever possible, so there is nothing further to pay on delivery. Where duties or taxes cannot be included for a destination, we show them at checkout before you place your order. Delivery charges are shown at checkout. The price that applies is the one shown when you place your order.
Business customers in another EU country with a valid VAT number may be invoiced under the reverse charge. Available payment methods are shown at checkout; approved business customers may pay by invoice on the terms in section 9.
Promotions may have their own terms, which apply alongside these Terms. Where they conflict, the promotion terms prevail, but they never reduce your rights as a consumer.
6. Delivery, risk and ownership
We deliver to the address you give at checkout. Delivery times shown are estimates. If you are a consumer and we have not delivered within 30 days of your order, or by any later date we agreed, you may give us a reasonable extra period and, if we still do not deliver, cancel the order for a full refund.
If you are a consumer, we remain responsible for the goods until they are delivered. Risk of loss or damage passes to you only when you, or a person you nominate other than the carrier, take physical possession of them. If your parcel is lost, arrives damaged or is not delivered, please tell us as soon as you can and we will replace the goods or refund you in full.
If you are a business customer, risk passes when we hand the goods to the carrier. Please notify us of any transit loss or damage within 7 days of delivery, or of the expected delivery date.
Ownership of the goods passes to you once we have received full payment.
7. Right of withdrawal and returns
If you are a consumer, you may withdraw from your contract within 14 days of receiving the goods, without giving a reason. Our Right of Withdrawal page explains how, including the model withdrawal form, and our Refund Policy explains how to return goods.
Security keys are supplied in a sealed blister pack. The seal shows the device has not been tampered with, so a key whose blister has been opened cannot be resold as new. If you think you may withdraw, please do not break the seal. Your right to withdraw is not affected, but if the seal is broken you are liable for the resulting loss of value, which may be up to the full purchase price.
Please contact us before returning anything so we can give you a Return Authorisation (RA) number to mark on your parcel. This lets us identify your return and refund you quickly; a parcel without an RA number may take longer to process.
The right of withdrawal does not apply to business customers.
8. Legal guarantee and warranties
All goods come with the legal guarantee of conformity under EU law for 2 years from delivery. If a product is faulty, contact us and we will arrange for it to be assessed and then repaired, replaced or refunded as the law provides. If you are a consumer in Hungary, or a micro, small or medium-sized business in Hungary buying outside your trade, you also benefit from the mandatory guarantee (jótállás) under Hungarian Government Decree 151/2003 for products covered by it: 2 years for a sale price from HUF 10,000 up to HUF 250,000, and 3 years above HUF 250,000. Guarantee claims are never conditional on returning unopened packaging. This is in addition to the legal guarantee of conformity.
Some products also carry a manufacturer’s warranty. It is in addition to your legal rights and does not limit them. We will help you identify and use any manufacturer’s warranty.
9. Business customers
We sell to consumers and to businesses. If you buy for the purposes of your trade, business or profession, the consumer rights in these Terms do not apply, and the business-customer rules in sections 6, 16 and 19 apply.
Volume quotes are valid for 30 days from issue. Approved business customers may order through our enterprise portal and pay by invoice. Full payment is due before dispatch unless other payment terms have been agreed in writing with your Trust Panda Account Manager. Orders placed with a purchase order are governed by these Terms; any conflicting terms in a purchase order do not apply unless we agree in writing.
10. Intellectual property
All text, images, designs, trademarks, product names and other content on the Services are owned by or licensed to Trust Panda Europe or its partners. You may not reproduce, copy, distribute or modify any part of the Services without our prior written consent, except as the law allows. “Trust Panda”, “Trust Panda Europe” and associated logos are trademarks of Illuminance Labs Kft. Product names and logos of manufacturers such as Yubico belong to their owners. Shopify and its logos are trademarks of Shopify Inc.
11. Use of the Services
You may use the Services only for lawful purposes. You must not:
- engage in fraudulent, harmful or illegal activity;
- transmit malware, spam or offensive content;
- interfere with, or try to bypass, security features;
- copy, scrape or exploit any part of the Services for commercial gain.
We may suspend or close accounts that breach these Terms. This does not affect contracts already concluded.
12. Third-party services and links
Our store uses third-party services such as payment providers, carriers and analytics tools. Their terms and privacy policies apply to your use of them. Links to external websites are provided for convenience; we are not responsible for their content.
13. Relationship with Shopify
We use Shopify to host our store and process transactions. All sales are made directly with Trust Panda Europe, and Shopify is not responsible for products, warranties, refunds or other issues with your order. Shopify’s privacy practices are described at https://www.shopify.com/legal/privacy.
14. Reviews and feedback
We collect product reviews through Judge.me. We only publish reviews from customers whose purchase we have verified against an order. We publish verified reviews whether positive or negative, removing only those that are unlawful, offensive, unrelated to the product or that infringe others’ rights, and we do not pay or otherwise reward customers for reviews.
If you share reviews, suggestions or ideas (“Feedback”), you grant us a non-exclusive, perpetual, royalty-free, worldwide licence to use, reproduce and display it, including your chosen display name. You confirm that you own the rights in your Feedback, that it does not infringe anyone else’s rights, and that it is truthful and lawful.
15. Errors and omissions
Occasionally, information on our site may contain typographical or pricing errors. We may correct such errors at any time. If an error affects the price or description of an item you have ordered, we will contact you before dispatch, and you may either confirm the order on the corrected terms or cancel it for a full refund. Where the error was not obvious to you and we have already accepted your order, we will honour the contract as concluded.
16. Liability
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, for intent or gross negligence, or any liability that cannot be limited by law, including your rights as a consumer.
Subject to that, our total liability to a business customer in connection with any order is limited to the price paid for that order, and we are not liable to business customers for loss of profit, revenue, business or data, or for indirect or consequential loss.
17. Force majeure
We are not liable for delay or failure to perform caused by events beyond our reasonable control, such as carrier disruption, strikes, natural disasters, epidemics, government action or supply shortages. We will tell you promptly, and if the delay is significant you may cancel an affected order for a full refund.
18. Complaints and dispute resolution
Please send any complaint to support@trustpanda.com, by phone on +36 1 955 5888, or by post to our address in section 1. We will acknowledge it promptly and reply in substance within 30 days.
If you are a consumer and we cannot resolve your complaint, you may refer it to the Budapest Conciliation Board (Budapesti Békéltető Testület), Krisztina krt. 99. I./111., 1016 Budapest, Hungary (postal address: 1253 Budapest, Pf. 10), phone +36 1 488 2131, email bekelteto.testulet@bkik.hu, website www.bekeltet.bkik.hu, or to the consumer dispute-resolution body in your country. You may also contact your national consumer authority.
19. Governing law and jurisdiction
These Terms and any contract between us are governed by Hungarian law. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring proceedings in the courts of that country.
For business customers, the courts of Budapest have exclusive jurisdiction.
20. Language, records and changes
The contract may be concluded in English, Hungarian or German. We store your order details and send them to you by email, and you can see past orders in your account.
We may update these Terms from time to time. The version in force when you place an order applies to that order.
21. General
If any provision of these Terms is found invalid or unenforceable, the rest remains in effect. These Terms, together with the policies they refer to, form the entire agreement between us for each order. We may send notices to the email address you give us; you may send notices to support@trustpanda.com. Any failure or delay by us in enforcing a right is not a waiver of it.