What you share when asking for help.
Guided answers
The ordinary guided search matches your question against maintained help topics on this page. It does not send the question, read your binder, file a report or change your account.
Private requests
When available, sending a private request saves your message, topic, selected checks, account reference and optional trade reference/version on Tradle’s server. Only you and explicitly authorised support operators can read it through the app. Other traders cannot read your request. Operators require an active account and an enabled authenticator.
Your request is not sent to AI. Do not send passwords, authenticator or recovery codes, bank details, identity documents or private photos. Automated checks catch some accidental disclosures, not all of them.
Messages and replies are kept with your beta account and are included in encrypted backups. Marking a request resolved does not immediately delete it. Routine requests are automatically removed 90 days after resolution under the beta policy approved on 20 October 2026. Open requests, requests linked to trades, payment or safety concerns, and records held for a privacy, security or legal review are excluded from automatic deletion. Protected records are flagged for review every 30 days; protection is not permission to keep them indefinitely. Reopening a request stops its deletion clock. Ending an extra hold restarts the 90-day window for otherwise eligible resolved requests. This beta policy needs legal review before public launch. The currently configured daily backup copies are hidden after 30 days and deleted one day later. Older copies can retain information removed from the live app until those copies expire.
Optional AI matching
AI is off unless Tradle configures an approved provider. If available and you select “Use AI”, your question and maintained topic descriptions are sent to OpenAI to select a guide. No binder, photo, case history, trade record, account identifier or credential is attached by Tradle. Avoid personal information in your question.
Tradle requests no saved response history, but this does not mean zero provider retention. OpenAI’s provider safety and abuse-monitoring rules may retain content. Read OpenAI’s data controls. AI can choose incorrectly. Answers shown by this feature come from Tradle’s maintained guides; it cannot refund, cancel a trade, change an account or decide a dispute.
Human review
Fraud, child safety, account compromise and disputed payments need a responsible person. Customers do not receive email or push replies. Tradle uses Healthchecks.io for operator attention alerts. It receives only a success/failure signal and server connection information, and sends a generic alert to Tradle’s company inbox. Case text, account or trade references, photos and case counts are not included. The alert means the queue or its monitor needs checking, not that a particular customer message was delivered. Several new requests may share one alert. Monitor and email failures remain possible. Check your request for replies; no response deadline is promised. Use your established contact with the organiser for urgent concerns. If there is immediate danger, contact local emergency services.
The beta still uses test trades. Payments and real shipping are not enabled. This notice describes the beta; it does not replace the company’s reviewed launch privacy notice or statutory duties.