Reaching us
Contact
Most problems have a surface in the product that already handles them, so this page routes you there first. Where nothing handles it yet, this page says so rather than pointing you at an address that no one reads.
Prepared for legal review
This describes how TRVUE works. It is not counsel-reviewed, binding terms.
Everything on this page was written by reading the platform's own source code — the database schema, the payment path, the campaign lifecycle — and describing what it does today. It is deliberately specific, and deliberately not boilerplate.
No lawyer has reviewed it. It is not a contract, it binds neither you nor TRVUE, and qualified counsel must redraft it for each relevant jurisdiction before it can. Where the code settles no question, this document says so rather than inventing an answer.
Reconciled against the code on 2026-09-09
Signing in, or getting back in
Forgotten password: reset your password. Never received the verification email: request a new link. Both answer the same way for every address, so a reply that says nothing is not a sign you typed it wrong.
Locked out of two-factor with no device: there is no self-service recovery, and no operator channel to restore it. That is a real gap, listed below.
Where your company or campaign stands
Your console at your founder console names both checks, whose move each one is, and what the reviewer decided. It is the same record the reviewer sees.
Reviews are performed by a person, not a queue with a timer. No response time is published because none is implemented.
A suspension you disagree with
A suspension records a reason, attributed to the reviewer who made it, and that reason is shown to your company's own members on the company record. It is deliberately absent from the public record and from the API.
There is no appeals process
Nothing in the platform lets a company contest a decision, and no reviewer is designated to hear one. An operator running TRVUE for real has to build that before suspending anyone.
A refund
A campaign that ends without reaching its goal is refunded in full — every paid pledge, through the original payment. Refunds are triggered by an administrator from a settlement queue, not by a schedule, so the amount is fixed by the code and the timing is not.
What is owed in each case is set out in the terms.
Reporting a vulnerability
TRVUE handles payments, credentials, and on-chain allocations. Reports about any of those are worth more than almost anything else you could send — send them through the security page, which sets out what is in scope, what a reporter may do while testing, and a written commitment that a good-faith reporter will not be pursued. The form needs no account and takes anonymous reports.
What that page still does not promise
A time. Reports are stored and shown on the operator console, but nobody is paged and no response time has been committed to. If what you found is being exploited right now, say so in the first line.
Your personal data
What is held, why, and for how long is set out in the privacy notice, taken from the schema rather than from a template.
Requests to access, correct or erase it need a named controller and a route to reach them. Neither is decided yet, and one part of erasure cannot be honoured at all: an allocation published to a chain carries an address and an amount that nothing can remove.
What an operator still has to supply
These are named here rather than filled in with something plausible. An address nobody monitors is worse than an absent one, because someone will rely on it.
- A monitored support address, and who answers it.
- A person on the other end of the security queue: reports are stored and read on the operator console, but nobody is on call for them.
- A named data controller and a data-protection contact.
- An appeals route for suspension, with an independent reviewer.
- Any response time the operator is willing to be held to.