TrueMove FAQ
Section 1: About TrueMove
What is TrueMove?
TrueMove is a US-only social gifting app. People can reach out with a connection request, a thoughtful note, or an optional physical gift.
Is TrueMove free to use?
Yes. Browsing profiles, sending connection requests, and chatting are free. Sending a physical gift is completely optional.
Do I have to send a gift to connect with someone?
No. A thoughtful message or note is often enough. Gifts are simply an optional way to make a stronger gesture.
Are gifts required for someone to reply to me?
No. Gifts are voluntary gestures and do not create any obligation for the recipient to respond or interact.
Section 2: Sending Gifts
When am I charged for a gift?
Payment is captured when you send the gift request.
Can I cancel a gift request?
Yes. You can cancel your gift request any time before the recipient accepts it and receive a full refund.
What happens if the recipient declines my gift?
If the recipient declines the request or the request expires, your order is automatically cancelled and a full refund is issued.
What happens after the recipient accepts a gift?
Once a gift is accepted, the order is processed with our fulfillment partners and becomes Final Sale. At that point the order cannot be cancelled or refunded except in cases of defects or fulfillment errors.
What happens if the recipient chooses a lower-priced replacement item?
If the recipient selects a replacement item of lower value before claiming the gift, any applicable difference collected may be refunded to the sender.
Does sending a gift guarantee a response?
No. A gift is simply a gesture of appreciation. The recipient is never obligated to respond, chat, or meet.
Does the recipient see my billing address?
No. Senders' billing details are never shared with recipients.
Section 3: Receiving Gifts
Do I need to provide my address to receive a gift?
Yes, but only if you choose to accept the gift. Your shipping information is used solely for delivery.
Is my address shared with the sender?
No. TrueMove acts as a private intermediary. Your address, phone number, and email are never shared with the sender.
What if I don't like the gift?
Before claiming the gift you may choose size or color, or swap the item for another product of equal or lesser value. This allows you to select something you actually like.
Can I return a gift after I receive it?
Accepted gifts are Final Sale and cannot be returned simply because you changed your mind. However, we will help resolve issues such as damaged items, defective products, fulfillment errors, or certain apparel sizing issues. Please contact support within 72 hours of delivery if there is a problem.
How long does shipping take?
Delivery timelines vary depending on fulfillment partners and carriers, but most items arrive within 14 business days.
Section 4: Privacy and Safety
What personal information is visible on my profile?
Other users can see your public profile information, such as name, age, city, gender, connection intentions, photos, and other profile details you choose to add. Your Interested In selection is private and not shown on your profile. Optional profile fields appear only if you fill them in.
Does TrueMove track my location?
No. We do not collect GPS location data. You simply select your city from a list during onboarding.
Does TrueMove show ads or sell my data?
No. TrueMove does not show third-party ads and does not sell personal information to advertisers or data brokers.
Can I report or block someone?
Yes. You can report or block users directly in the app. Reports are reviewed and may result in warnings, restrictions, or permanent bans.
Does TrueMove perform background checks?
No. We do not conduct criminal background checks. Always use good judgment when interacting with people online or taking a conversation off-platform.
Section 5: Account Management
How do I delete my account?
You can request account deletion from the Account tab in the app. Your account will be immediately deactivated and removed from discovery.
What happens when I delete my account?
Your profile becomes hidden and you are logged out of the app. Other users will no longer see your profile in discovery.
Can I restore my account after deleting it?
Yes. For 30 days after deletion, you can log back in to restore your account. After 30 days, deletion becomes permanent.
What happens to my messages after deletion?
Your past messages remain visible to the other person so the conversation history is preserved. After permanent deletion, your name will appear as "Deleted User."
What happens to my data after I delete my account?
When deletion becomes permanent, your profile information is deleted, photos and uploaded media are removed, saved addresses are deleted, and authentication identifiers are removed. Certain transaction records may be retained as required for accounting, tax, and fraud-prevention purposes.
What happens to gifts or orders if I delete my account?
Orders that were already placed or accepted will continue to be processed and fulfilled. Transaction records related to orders may be retained as required for accounting and legal compliance.
Can I request immediate deletion?
Yes. If you require immediate deletion due to privacy regulations, you may contact support@truemove.app. Verified requests will be processed as required by applicable law.
Section 6: Platform Rules
What behavior can lead to a ban?
Accounts may be suspended or permanently banned for harassment or bullying, fake profiles or impersonation, scams or fraud, pressuring users to send gifts, or violating our Community Guidelines. Banned users are not permitted to create new accounts.
Can banned users return to the platform?
No. Users who are permanently banned are not allowed to create new accounts or access the service.
Section 7: Availability
Where is TrueMove available?
TrueMove is currently available only within the United States, and we ship gifts only to valid U.S. addresses.
How can I contact support?
You can reach us anytime at support@truemove.app. We aim to respond within two business days.