1. Introduction

LawLinkGlobal operates at the intersection of law and blockchain technology, offering a decentralized platform where users and lawyers can securely connect. Given the nature of our services, effective and structured communication is essential to ensuring a seamless experience for all participants. This document outlines the official communication channels available, expected response times, and the protocols that users and lawyers should follow when engaging with our support services.

With LawLinkGlobal’s transition to the Sui Network, the platform now integrates smart contracts, escrow payment systems, and wallet-based authentication, strengthening security and efficiency. The previous iteration of the platform on Chavinci Network is no longer in use, and all communications are now aligned with the functionalities enabled by Sui’s blockchain infrastructure.

By defining these communication protocols, LawLinkGlobal aims to provide clarity, accessibility, and trust in interactions between users, lawyers, and platform administrators.

2. Primary Channels of Communication

LawLinkGlobal provides multiple communication channels to address inquiries, offer support, and facilitate the resolution of technical or transactional issues. These channels ensure that all users and lawyers can access assistance in a structured and efficient manner.

Website Portal

The website portal serves as the primary communication hub for all users and legal professionals interacting with the platform. It features a dedicated Support Section, where users can submit queries related to account issues, escrow transactions, KYC verification, appointment bookings, and blockchain-related concerns.

To streamline support interactions, a ticketing system is in place. Upon submitting a request, users receive a unique ticket ID, allowing them to track the status of their inquiry. The system ensures that each issue is documented and processed in a timely manner, with priority assigned based on the complexity and urgency of the request.

Email Support

For users who require direct assistance outside of the website portal, email support is available. The primary support email, support@lawlinkglobal.com, handles general inquiries, technical difficulties, and account-related matters.

Emails should include:

• A clear subject line specifying the issue.
• A detailed description of the problem, including relevant transaction IDs or wallet addresses if applicable.
• Screenshots or supporting documents to assist in troubleshooting.

LawLinkGlobal’s support team aims to acknowledge all email inquiries within 24-48 hours, with resolution times varying depending on the complexity of the issue.

Blockchain-Specific Queries

As a blockchain-integrated legal services platform, LawLinkGlobal provides specialized support for wallet authentication, escrow transactions, and smart contract interactions.

Blockchain-related inquiries should be directed to blockchain-support@lawlinkglobal.com, where a dedicated technical team assists with:

• Wallet connection and authentication issues.
• Escrow payment releases, disputes, and refund mechanisms.
• On-chain transaction confirmations and contract executions.

Users experiencing issues with Sui Network transactions are encouraged to provide their wallet address and transaction hash when submitting a support request.

As part of LawLinkGlobal’s commitment to accessibility, educational resources, tutorials, and scheduled webinars will be made available for users unfamiliar with blockchain-based legal services. These initiatives aim to improve user understanding of smart contract functionalities, escrow mechanisms, and decentralized identity verification processes within the platform.

3. Emergency Contacts

LawLinkGlobal prioritizes the security and integrity of all interactions on its platform. Due to the decentralized nature of our services and the financial transactions facilitated via Sui Network’s escrow system, certain scenarios require immediate attention. Emergencies include, but are not limited to, security breaches, escrow disputes, platform malfunctions, and harassment cases.

What Constitutes an Emergency?

Emergencies are classified as critical incidents that require urgent intervention to prevent financial loss, security risks, or harm to users and lawyers. The following situations qualify as emergencies within LawLinkGlobal:

• Security Breaches: Unauthorized wallet access, suspected hacking attempts, or any activity that compromises a user’s private key or identity.
• Escrow and Payment Disputes: Errors in escrow fund releases, missing transactions, or incorrect payment execution that could result in financial losses.
• Platform Malfunctions: System failures that prevent users or lawyers from accessing chat sessions, identity verification, escrow transactions, or appointment scheduling.
• Severe Harassment or Threats: Any form of intimidation, abuse, or direct threats made towards a user or a lawyer during interactions on the platform.

Emergency Response Mechanisms

LawLinkGlobal has established rapid escalation protocols to ensure that emergencies are handled efficiently. Users encountering an urgent issue should immediately contact the designated emergency support channels:

• Urgent Email Address: In cases where documentation or transaction details are required, users can submit their emergency concerns to support@lawlinkglobal.com. Emails marked with “URGENT” in the subject line receive priority processing.
• On-Chain Emergency Reporting (Planned Future Feature): LawLinkGlobal is exploring the integration of an on-chain emergency reporting mechanism, allowing users to submit high-priority concerns directly via a smart contract-based system. This feature will enhance transparency and enable blockchain-recorded dispute resolution processes.

Emergencies are reviewed within 1-2 hours of submission, with immediate action taken based on the severity of the issue.

4. Expected Response Times

LawLinkGlobal categorizes support requests based on urgency, ensuring that critical blockchain-related issues receive expedited handling.

General Queries

Routine inquiries, such as account setup assistance, minor troubleshooting, and informational requests, are addressed within 24-48 hours.

Technical Issues

Users experiencing platform bugs, wallet authentication problems, or chatbox disruptions can expect a response within 12-24 hours, depending on complexity. Providing transaction IDs and wallet details speeds up the resolution process.

Payment and Escrow-Related Issues

Issues involving escrow payments, refunds, or financial discrepancies receive priority processing and are typically addressed within 6-12 hours. Transactions on Sui Network are verified through on-chain explorers, and users should include their wallet address and transaction hash when submitting a request.

Emergency Situations

Critical incidents, such as security breaches, fraudulent activity, or threats, are reviewed within 1-2 hours. Users contacting the hotline or urgent email can expect a real-time response to mitigate risks as quickly as possible.

LawLinkGlobal emphasizes the importance of wallet-based authentication when submitting support requests. To verify user identity, support staff may request wallet signature verification before executing sensitive actions, ensuring that only authorized users can modify account settings or access escrow funds.

5. Communication Etiquette

Effective communication is fundamental to the integrity and functionality of LawLinkGlobal. All interactions on the platform, whether between users, lawyers, or support staff, must adhere to professional and respectful standards. As a legal-tech platform, LawLinkGlobal enforces a zero-tolerance policy for inappropriate, aggressive, or unethical communication.

Professional Standards

LawLinkGlobal operates within the legal services industry, where professionalism is paramount. Users and lawyers are expected to engage in communication that aligns with industry norms, maintaining clarity, respect, and legal decorum at all times.

• Lawyers must adhere to ethical guidelines when interacting with clients, ensuring that their responses remain fact-based, professional, and non-advisory outside of formal engagements.
• Users are expected to communicate their legal concerns clearly and respectfully, avoiding any language that could be construed as defamatory, offensive, or threatening.
• LawLinkGlobal’s support staff will always communicate in a courteous and professional manner, and users are expected to reciprocate the same level of respect.

Privacy and Non-Aggression

Confidentiality and respectful discourse form the foundation of trust within LawLinkGlobal. The platform enforces strict privacy measures, and all communications are protected under data minimization principles to ensure the security of user and lawyer interactions.

• Any form of harassment, threats, or abuse directed at lawyers, users, or LawLinkGlobal staff will lead to immediate investigation and potential account suspension.
• Discussions that involve sensitive legal matters should be conducted within secure communication channels, and users should avoid sharing personally identifiable information (PII) unless required within the scope of their legal consultation.
• Lawyers should refrain from engaging in unsolicited legal solicitation or making misleading claims regarding their expertise or service capabilities.

Any violation of these standards may result in temporary or permanent suspension of access to LawLinkGlobal services, depending on the severity of the infraction.

6. Handling Disputes

Disputes, while rare, may arise in the course of interactions on LawLinkGlobal. The platform provides structured resolution mechanisms to address disagreements between users and lawyers, ensuring that all conflicts are handled fairly and efficiently.

LawLinkGlobal’s Role as a Facilitator

LawLinkGlobal is a facilitator of legal services, not a legal arbitrator. The platform does not provide legal advice, mediate cases, or enforce rulings. Instead, it ensures that users and lawyers adhere to the terms of engagement, escrow agreements, and platform policies.

Disputes may arise in the following areas:

• Escrow transactions: Disagreements related to fund releases, refunds, or service fulfillment.
• Appointment scheduling issues: Cases where a lawyer or user fails to honor a booked session.
• Communication violations: Instances of harassment, unprofessional behavior, or failure to comply with platform rules.

Escrow Disputes and On-Platform Conflicts

Escrow disputes are handled through a tiered resolution process, ensuring that all financial disagreements are evaluated based on smart contract data and chat-based evidence. The resolution process includes:

1. Initial Dispute Submission

   • Users or lawyers must submit a dispute request through the dispute resolution portal or by emailing support@lawlinkglobal.com.
   • The request must include relevant transaction details, wallet addresses, and supporting evidence.

2. Preliminary Review

   • LawLinkGlobal’s dispute resolution team reviews the case within 48 hours.
   • Smart contract logs are analyzed to determine payment status, contract execution, and escrow conditions.

3. Mediation Process

   • If required, LawLinkGlobal may facilitate discussions between the parties to reach an amicable resolution.
   • Lawyers and users may be required to provide additional supporting evidence.

4. Final Decision & Fund Release

   • If mediation fails, LawLinkGlobal makes a decision based on available contract and chat data.
   • In cases where a lawyer has failed to fulfill a service, escrow funds may be refunded to the user.
   • In cases where the user is at fault, funds will be released to the lawyer.
   • For complex cases, an external neutral third-party mediator may be engaged.

Escalation Process for Unresolved Disputes

If a dispute remains unresolved after standard mediation, LawLinkGlobal may escalate the matter to an independent legal ombudsman or recommend external legal arbitration. Users and lawyers may also seek off-chain legal recourse if they believe their issue has not been adequately resolved within the platform.

• Escrow-based disputes will always be settled based on smart contract execution data, ensuring tamper-proof and transparent resolution.
• If a user or lawyer disagrees with the final platform decision, they may request a secondary review within 7 days.

LawLinkGlobal is committed to fair, data-driven, and efficient dispute resolution, ensuring that all conflicts are settled with minimal subjectivity and maximum transparency.

7. Feedback and Suggestions

LawLinkGlobal values user feedback as a critical component in the continuous improvement of the platform. Given that the platform operates at the intersection of legal services and blockchain technology, user insights play a pivotal role in refining both functionality and regulatory compliance.

How Feedback Influences Platform Updates

Users and lawyers are encouraged to share feedback on their experiences, technical issues, or suggested enhancements through dedicated feedback channels. Feedback is reviewed systematically, with common themes and critical issues prioritized for platform updates and feature development.

• Submission Process: Feedback can be submitted via the feedback portal on the LawLinkGlobal website or by emailing support@lawlinkglobal.com.
• Evaluation Criteria: Submissions are assessed based on frequency of occurrence, security implications, and alignment with platform goals.
• Prioritization and Development: Suggestions that align with blockchain optimization, legal service enhancements, and user experience improvements are forwarded to the development team for feasibility analysis.

LawLinkGlobal regularly engages with its community through surveys, webinars, and user testing programs to ensure that platform enhancements reflect user needs.

Blockchain-Based Decision Making

Since LawLinkGlobal operates on the Sui Network, critical decisions such as smart contract upgrades, transaction fee adjustments, and security protocol changes are subject to blockchain governance principles.

• Smart Contract Upgrades: Any updates that modify escrow logic, payment mechanisms, or verification processes will be communicated to users in advance.
• User Awareness: Updates that affect funds, transactions, or wallet authentication mechanisms will be announced through multiple channels, including the website, email notifications, and push alerts.
• Transparency: All smart contract modifications will be published on GitHub or an equivalent blockchain repository, ensuring users can verify the changes through on-chain data.

Users who actively contribute to blockchain governance discussions may be invited to participate in technical advisory sessions or beta testing for new features.

8. Updates and Notifications

LawLinkGlobal maintains a structured approach to communicating updates to its users. Given the decentralized nature of blockchain-based platforms, timely and transparent updates are crucial for maintaining security, compliance, and service efficiency.

Essential Security Updates

Security updates are given the highest priority and are communicated through urgent notifications. These updates may include:

• Changes to wallet authentication processes.
• Upgrades to security layers protecting escrow and smart contract interactions.
• Fixes for detected vulnerabilities affecting transaction processing.

In cases where an urgent security update requires user action, affected users will receive direct alerts via email and on-platform banners.

Feature Rollouts

New features, service enhancements, or UI/UX changes are introduced through a structured release process:

• Preview Announcements: Upcoming features are announced at least one week in advance.
• Beta Testing (if applicable): Selected users may be invited to test new features before full deployment.
• Implementation & Documentation: Once live, features are accompanied by detailed documentation and user guides to ensure smooth adoption.

Regulatory & Compliance Updates

As LawLinkGlobal operates within the global legal landscape, compliance with jurisdictional laws is essential. Regulatory updates may include:

• Changes in KYC and verification policies for lawyers.
• Modifications to escrow payment structures due to financial regulations.
• New data protection measures to align with legal standards (e.g., GDPR, CCPA).

Regulatory changes affecting service availability, legal disclaimers, or compliance obligations will be communicated with sufficient notice, ensuring that users and lawyers can adapt to new requirements without disruption.

Opt-Out Options for Non-Essential Communications

Users have control over the type of notifications they receive. While security alerts and regulatory updates are mandatory, users can opt out of non-essential communications such as:

• Marketing announcements.
• Non-critical feature updates.
• Community event notifications.

Opt-out settings can be managed directly through user account preferences, ensuring that individuals only receive information relevant to their engagement level with the platform.

9. Data Security in Communications

LawLinkGlobal is committed to maintaining the highest standards of data security, privacy, and confidentiality in all communications. The platform operates on Sui Network, leveraging decentralized encryption mechanisms to ensure that user interactions remain secure while aligning with blockchain transparency principles.

Encryption and Secure Communication Channels

All communications within LawLinkGlobal, whether through P2P chat, support queries, or dispute resolution channels, are encrypted end-to-end to prevent unauthorized access.

• Lawyer Verification Documents: When a lawyer submits graduation certificates and bar registration documents, these files are encrypted and temporarily stored. Once the lawyer’s wallet address is whitelisted, the encrypted files are automatically deleted, ensuring that no sensitive legal documents are retained.
• Escrow-Related Communications: Payment dispute communications are secured with transaction hash references, allowing for verifiable and tamper-proof on-chain dispute tracking.
• User-Lawyer Interactions: Chat-based legal consultations operate under a no-data-retention policy, meaning that once a session ends, no conversation history is stored. This guarantees full confidentiality of legal discussions while preserving blockchain integrity.

Data Minimization and User Confidentiality

LawLinkGlobal enforces a strict data minimization policy, ensuring that only essential information is processed, stored, or transmitted.

• No Personally Identifiable Information (PII) Stored: Users engage with the platform exclusively through wallet authentication, eliminating the need for personal data collection. Unlike traditional legal service providers, LawLinkGlobal does not store usernames, email addresses, or personal IDs unless explicitly required for lawyer verification.
• Blockchain Transparency Without Privacy Compromise: While smart contract executions, escrow transactions, and wallet interactions are verifiable on-chain, private communication details and legal case specifics remain fully confidential.
• Automated Data Purging: Support tickets, dispute resolution records, and identity verification logs are automatically deleted after a set period, ensuring compliance with the platform’s zero-data-retention policy.

By adhering to these security principles, LawLinkGlobal ensures that its communication framework balances decentralization, privacy, and compliance with global legal standards.

10. Conclusion

LawLinkGlobal is built on a foundation of trust, transparency, and security. This Contact and Communication Protocol reaffirms the platform’s commitment to providing seamless, structured, and user-friendly communication channels while ensuring the highest level of security and compliance.

Commitment to Open Communication

The platform encourages an open dialogue between users, lawyers, and platform administrators, fostering an ecosystem where legal professionals and clients can engage confidently.

• Users should always feel empowered to reach out regarding technical issues, payment concerns, or legal service inquiries through designated communication channels.
• Lawyers are expected to maintain professionalism in their interactions and can rely on the platform’s secure infrastructure to facilitate legal consultations.
• Platform administrators are dedicated to ensuring quick response times and maintaining a dispute resolution process that prioritizes fairness, efficiency, and transparency.

Building a Secure and Efficient Future

As LawLinkGlobal continues to evolve, user feedback, regulatory updates, and blockchain advancements will shape future iterations of this protocol. The platform remains committed to integrating emerging technologies while upholding its core principles of decentralization, data security, and legal integrity.

For any inquiries, users and lawyers are encouraged to refer to the communication channels listed in this document, ensuring that they receive timely and effective support when needed.

With a well-defined communication structure, LawLinkGlobal fosters an environment where legal services can thrive in a secure, decentralized, and globally accessible ecosystem.

Legal Collaboration & Acknowledgment

✨ Genesis Hukuk (opens in a new tab)

This Contact and Communication Agreement has been organized and developed in collaboration with Genesis Hukuk, a leading legal consultancy specializing in digital platforms, Web3 compliance, and international legal frameworks.

Genesis Hukuk has ensured that this document adheres to applicable legal standards and best practices, providing a clear and comprehensive framework for the use of LawLinkGlobal.

By using the platform, you agree to the terms set forth in this document, which have been carefully prepared to protect Lawyers, Users, and LawLinkGlobal.