Schedule K | Service Transparency, Support and Complaints
Version 3.0 applies only through valid acceptance of the online MSA or a valid amendment. A private commercial order and provider approvals remain separate.
K.1 Contacts
Operational support and payment inquiries: support@rt.app; +1 844-604-1604. Legal notices, reserve reviews and contract disputes: legal@rt.app. Security incidents: security@rt.app. Privacy requests: privacy@rt.app. Include Merchant/account reference, relevant transaction IDs, timestamps, affected product and a concise description. Never send private keys, seed phrases, passwords, full card credentials or unnecessary identity documents through ordinary support channels.
K.2 Scope and authority
RT supports the software and interfaces it controls. Payment, account, custody, issued-card and network issues may require the relevant provider and its mandatory process. A support agent or administrator cannot create signing authority, waive underwriting, move funds outside a valid mandate or promise a regulator's outcome. Urgent lost/stolen-card or unauthorized-payment reports must also follow the applicable provider agreement.
K.3 Availability and maintenance
RT uses reasonable care in providing its agreed software duties. Provider networks, blockchains, internet/cloud services, compliance restrictions and maintenance can affect availability or payout timing. Scheduled maintenance is communicated where practicable; urgent security or stability work may begin immediately. No fixed uptime percentage, response SLA, service credit, backup frequency or recovery objective applies unless expressly agreed in writing.
K.4 Complaints
RT will acknowledge a complaint within two Business Days and aim for a substantive response within 15 Business Days. If investigation or provider information is still needed, RT will give an update and expected next step. Shorter mandatory deadlines prevail. A lawful hold review follows core Section 8, including review at least every 30 days. A complaint does not automatically release funds or suspend undisputed liabilities.
K.5 Records and escalation
Merchant should retain records and escalate an unresolved material issue with the relevant references to legal@rt.app. The Agreement preserves lawful court, provider, regulator and data-supervisory complaints. RT will provide retained contract copies on request. Online status, an internal comment, uploaded draft or sent envelope proves only that state, not successful execution, production activation or a completed payout.
K.6 AI-assisted text support
Where enabled and permitted, RT may use AI-assisted systems to organize text support requests, help prepare replies and answer routine questions. Human support remains available on request. Such systems cannot themselves authorize payments, refunds, access changes or other consequential actions. Required law, platform permissions, data-processing safeguards and any specific participant consent must be satisfied first. This clause does not activate AI voice answering, backdate consent, or authorize processing of historic or restricted chats.