Safety Guidelines

1. Our Commitment to Safety

HeartScene (by Melaku Digital Inc.) is committed to providing a safe, respectful, and responsible platform for all users. We believe that meaningful digital experiences must be built on a foundation of trust, transparency, and genuine care for user well-being.

These Safety Guidelines apply to all users of the Service, including all interactions with AI companions, custom companion creation, profile content, and communications with our support team. By using HeartScene, you agree to abide by these guidelines.

Safety is not optional on HeartScene — it is a core feature of the platform. Violations of these guidelines may result in content removal, account suspension, permanent ban, or referral to law enforcement authorities.

2. Community Standards

All users are expected to interact with the platform and its AI companions in a respectful and responsible manner. Our community standards require:

2.1 Respectful Use

• Use the Service in good faith and for its intended purpose
• Respect the design, safety systems, and policies of the platform
• Do not attempt to manipulate AI companions into producing harmful content
• Maintain awareness that AI companions are software, not sentient beings

2.2 Honest Representation

• Do not impersonate other users, real people, or staff of HeartScene
• Do not use false identities to circumvent bans or restrictions
• Provide accurate information when registering or contacting support

2.3 Platform Integrity

• Do not use automated tools, bots, or scripts without authorization
• Do not attempt to reverse-engineer or scrape the platform
• Do not exploit bugs or vulnerabilities — report them to security@heartscene.app

3. Age Restriction & Verification

By creating an account and using the Service, you confirm that you are at least 18 years old and legally able to enter into a binding agreement in your jurisdiction.

• We reserve the right to request proof of age at any time
• Accounts identified as belonging to users under 18 are immediately suspended from accessing the platform. Following administrator review, confirmed underage accounts are permanently deleted and reported to relevant authorities. This typically occurs within 24 hours of detection.
• Any person who knowingly provides false age information may be reported to relevant authorities
• If you suspect a minor is using the Service, report it to safety@heartscene.app immediately

4. Prohibited Content & Behaviour

The following content and behaviours are strictly prohibited on HeartScene. Violations will result in immediate enforcement action, up to and including permanent account termination and referral to law enforcement.

4.1 Illegal Content

• Content that violates any applicable local, national, or international law
• Solicitation, facilitation, or promotion of any illegal activity
• Fraud, impersonation, identity theft, or financial crimes

4.2 Harmful & Dangerous Content

• Content promoting, glorifying, or instructing self-harm or suicide
• Content promoting terrorism, mass violence, or extremist ideologies
• Harassment, stalking, threats, or intimidation of any person
• Hate speech or content that discriminates based on race, ethnicity, religion, gender, sexual orientation, disability, or nationality
• Non-consensual intimate imagery or synthetic "deepfake" sexual content

4.3 Child Safety (Zero Tolerance)

4.4 Platform Abuse

• Attempting to bypass, circumvent, or jailbreak AI safety filters
• Creating multiple accounts to evade bans or abuse promotions
• Reverse-engineering, decompiling, or extracting proprietary code or data
• Using the Service to train competing AI systems without authorization
• Sharing, selling, or transferring account credentials to third parties

5. AI Companion Guidelines

AI companions on HeartScene are designed to provide entertainment, companionship, and personal development support. Users must understand the following:

5.1 AI Is Not a Real Person

• All companions are software programs — they are not sentient and have no consciousness
• AI companions do not genuinely care about you, hold opinions, or form real relationships
• Simulated emotions and personality traits are programming constructs, not real feelings

5.2 Scope of AI Companions

• Study Buddy: Study support tool only — not a certified tutor or academic institution
• Dating Trainer: Social practice tool only — not a licensed relationship counselor
• Meditation Trainer: General mindfulness support only — not a licensed therapist or medical professional
• All companions: Do not provide medical, legal, financial, psychological, or emergency advice

5.3 Responsible Use

• Do not share sensitive personal information (e.g. government ID, financial details, passwords) with AI companions
• Do not attempt to manipulate AI companions into producing prohibited content
• Treat AI companion interactions as supplementary to, not a replacement for, real human connections and professional services

6. Mental Health & Crisis Support

HeartScene is aware that users may sometimes share personal struggles with AI companions. Our system is configured to recognize signs of distress and provide relevant crisis resources within the app. However, this does not replace professional emergency intervention.

We strongly encourage users who are dealing with ongoing mental health challenges to work with qualified mental health professionals alongside any use of HeartScene.

7. Reporting & Moderation

HeartScene relies on both automated safety systems and human review to detect and address violations. We encourage all users to report concerns promptly.

7.1 How to Report

• Use the in-app report button available on AI companion profiles and conversation screens
• Email our safety administrator directly at safety@heartscene.app
• For urgent safety concerns or CSAM, email legal@heartscene.app with subject line "URGENT SAFETY"

7.2 What to Include in a Report

• Description of the content or behaviour you are reporting
• Screenshots or other evidence (if available and safe to capture)
• The companion name or conversation ID (visible in the URL)
• Your account email (so we can follow up)

7.3 Our Response Commitment

• Violations are detected by our automated content safety systems. Critical violations (CSAM, self-harm) trigger immediate automated account suspension and administrator notification. All reports are reviewed by our safety administrator within 48 business hours.
• Standard reports are reviewed within 48 business hours
• CSAM and critical safety violations trigger immediate automated account termination. Our administrator is notified via automated alert and will review within 24 hours.
• Reporters will receive acknowledgment of their report within 24 hours
• We maintain strict confidentiality of all reports and reporter identities

8. Enforcement Actions

Violations of these Safety Guidelines and our Terms of Service may result in the following enforcement actions, applied at our sole discretion based on the severity and nature of the violation:

Enforcement decisions may be appealed by contacting appeals@heartscene.app within 30 days of the action. We will review appeals within 14 business days.

9. Data & Account Safety

Protecting your account and personal data is a shared responsibility. HeartScene implements industry-standard technical safeguards, and we ask users to do their part:

• Use a strong, unique password for your HeartScene account
• Do not share your login credentials with any third party
• Log out of shared or public devices after use
• Enable any available two-factor authentication (2FA) options
• Report any unauthorized access to your account immediately at security@heartscene.app

For full details on how we protect your data, please review our Privacy Policy.

10. Child Safety (CSAM Zero Tolerance)

All violations result in:

• Immediate and permanent account termination
• Preservation of all relevant data
• Mandatory report to the relevant national authority, including:
  • National Center for Missing & Exploited Children (NCMEC) CyberTipline — USA
  • Internet Watch Foundation (IWF) — UK
  • eSafety Commissioner (esafety.gov.au) — Australia
  • Office of the Privacy Commissioner (OPC) — Canada
  • And/or equivalent authority in the user's jurisdiction
• Cooperation with law enforcement investigations

There are no warnings, appeals, or exceptions for CSAM violations.

11. Contact Safety Support

For all safety-related concerns, please contact us through the appropriate channel: