Contact & Support

Contact Mellon

Mellon by TS Labs is an experimental software product operated by [FULL LEGAL NAME — to be supplied], an individual/sole trader based in Victoria, Australia, using the TS Labs brand. TS Labs is not an incorporated company. References to ‘we’, ‘us’ and ‘our’ mean that individual operator, not a separate TS Labs or Mellon company.

Business contact address: [PUBLIC BUSINESS CONTACT ADDRESS — to be supplied]. ABN: [ADD ONCE ISSUED]. ABN and TS Labs business-name registration are being prepared; these drafts do not represent either as completed. Contact: support@tslabs.cloud.

For help, feedback, privacy or account requests, billing questions, refund requests or complaints, email support@tslabs.cloud. Please indicate the type of request in your subject line so it can be directed appropriately.

The operator and authorised people assisting with Mellon handle this inbox. It is not continuously monitored, and we do not promise an immediate response. Applicable statutory response deadlines still apply. It is not an emergency service. If you face immediate danger, contact local emergency services or someone who can help now.

Getting useful help

Tell us what happened, what you expected, when it happened, and which browser or device you were using. If you registered, write from your account email where possible. Redact private conversation content from screenshots unless it is necessary to explain the issue.

Never email your password, session cookies, authentication codes, card or bank details, or identification documents. If we need to verify ownership, we will explain a suitable next step. We cannot restore a lost guest session without a safe way to establish ownership. For an email/password account, use Forgot password from sign-in. Check spam if a link does not arrive, and wait a few minutes before requesting another. A reset keeps the same pet and saved records and signs out other sessions. Guest-only accounts without an attached email cannot use this recovery flow. Never share a reset link with support or anyone else.

Replies and memories

Miso and Biscuit are AI characters and can make mistakes. You can rate a completed reply using the thumbs controls; a negative rating can include a reason and an optional note. Authorised team members can review feedback and the linked reply to investigate the problem. Ratings are not instructions to the pet.

Open your shared scrapbook to review saved memories and their sources. You can approve suggestions, correct entries, change available privacy/expiry choices, or choose Forget. Forgetting a memory does not delete the original chat. If learning is delayed or fails, the scrapbook shows the status and available retry control; contacting support is also welcome.

Account and privacy requests

Email support@tslabs.cloud to request access to or a copy or correction of information, withdrawal of AI-processing consent, or deletion of an account or all conversations. Tell us the type of request without sending extra sensitive details. We may need to verify ownership first. We will explain the scope, what can be done and any relevant limits. There is no self-service full account-deletion or history-export tool in the current beta. Read the Privacy Policy for what deletion covers and what may remain.

Please contact us as well to report unsafe replies, an apparent privacy or security issue, or suspected use by a child. Do not post private records or security credentials publicly. We will consider reports and explain next steps where appropriate; this is not a promise of round-the-clock moderation.

Beta and billing

Mellon is free during beta, with no payment card or automatic charges. Guests currently have 10 completed user messages; registered users have 30 per UTC day. A proposed future paid plan is not yet available. See the in-app Pricing & questions for the current disclosure.

Stripe is planned for a future paid offer; this beta has no subscription to cancel. If you have a Mellon-related charge you cannot explain, contact us with the charge date, amount, currency and a receipt or transaction reference if available. Redact payment details. We will investigate; you can also contact your bank or payment provider directly. Read our Refund & Cancellation Policy, Privacy Policy and Terms of Service.

Complaints and further help

Email support@tslabs.cloud with a short description, relevant dates or case reference and the outcome you seek. We will review the issue, ask for necessary information and explain our response or next steps. If unresolved, reply asking for a further review. We do not set a contractual deadline that shortens your statutory rights, or require you to use this process before seeking independent help.

For Australian consumer issues, Consumer Affairs Victoria or your state or territory consumer agency can explain available options. The ACCC provides guidance and accepts reports but does not resolve individual disputes. For privacy issues, see the OAIC's privacy complaint information where the Privacy Act applies. International customers may also contact their local consumer agency or competent data-protection authority and use any tribunal or court available under applicable law.