Question 1

How quickly do you respond to support requests?

Accepted Answer

For email and contact form enquiries, we typically reply within 2–4 hours on UK business days (Mon–Fri, 9am–5:30pm GMT). Rise and Surge customers get priority handling — often within the hour.

Question 2

Do you offer phone support?

Accepted Answer

We currently offer email and messaging-based support only. This keeps response quality high — when we reply, it's always someone who knows the product. Rise and Surge customers can request a call or screen share session.

Question 3

I've found a security vulnerability. What should I do?

Accepted Answer

Please email abuse@tidalux.io immediately. Do not disclose publicly until we've had a chance to investigate and respond. We take all security reports seriously and aim to acknowledge within 24 hours.

Question 4

How do I cancel my subscription?

Accepted Answer

Email hello@tidalux.io or use the contact form with the subject 'Cancel subscription'. We don't make cancellations difficult — we just ask for a brief note so we can understand if there's something we could have done better. Cancellations are processed within 1 business day.

Question 5

I've forgotten my password. What do I do?

Accepted Answer

Visit /forgot-password and enter your email address. You'll receive a reset link within a few minutes. If it doesn't arrive, check your spam folder. If you're still stuck, contact support.

Question 6

DevTools shows a Content Security Policy error about Perplexity or r2cdn fonts. Is that a problem?

Accepted Answer

No. That message comes from a browser extension injecting fonts into the page, not from our site. Tidalux only loads Inter and Space Grotesk. You can disable the extension or ignore the warning — we do not load those third-party fonts.

Question 7

Can I get a refund?

Accepted Answer

We handle refund requests on a case-by-case basis. Monthly subscriptions can be cancelled at any time but are not refunded pro-rata. For project work, any upfront deposits are outlined in your proposal. If you have a specific concern, email billing@tidalux.io.

Question 8

How do I report abuse or misuse?

Accepted Answer

Email abuse@tidalux.io with as much detail as possible. We take misuse reports seriously and investigate all reports promptly.

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