Support, complaints and disputed charges

Contact

Use the operator identity and support email displayed below on this page. If those are not configured, the service is not ready to accept public paid users. Do not send support material to OpenRouter, Robinhood or a token issuer on the assumption that they operate Trident Protocol.

Information to include

Provide your public wallet address, network, community ID, transaction hash or request ID, approximate UTC time and a description of what happened. Include screenshots only when they contain no secrets or unnecessary personal information. Never provide recovery phrases, signing keys or full API credentials.

Funding discrepancies

Distinguish a pending network transaction from a confirmed deposit awaiting provider funding. A confirmed contribution can be recorded without being spendable. Ask for the deposit’s activation status and the operator’s explanation before contributing again.

Where a paid service was not supplied or a legal refund right arises, the operator must assess and provide the applicable remedy. The absence of a withdrawal button is not an exclusion of statutory rights. Wrong-network or wrong-address transfers may be technically unrecoverable, but the operator should investigate its own role in any misleading instructions or incorrect preparation.

Inference disputes

A reviewed reservation means the provider charge is uncertain. The operator compares the request record to provider billing and releases unused amounts or records confirmed cost. A missing response is not conclusive evidence that no computation was billed. A repeated request can create another charge.

Handling process

Acknowledge the issue through the published channel, preserve relevant records, investigate proportionately and explain the result and any correction. Response-time commitments must be established by the actual operator; this draft does not invent a staffed support SLA.

Users retain the right to contact an applicable regulator, consumer body or court. The terms do not impose compulsory arbitration or prevent urgent relief where mandatory rights require it.