Draft policy pending owner and legal review. Not yet in effect.
DRAFT — not legal advice — requires owner and legal review before publication.
Placeholders in [OWNER: …] must be completed. Response targets are placeholders, not commitments.
Support and Reporting
Who we are
- Business: [OWNER: legal business name] ([OWNER: operating name, if different])
- Address: [OWNER: business mailing address]
- Jurisdiction: [OWNER: province/state, country]
- Business/tax number (if any): [OWNER: e.g., GST/HST number if registered]
- Support email: [OWNER: support email]
- Privacy contact: [OWNER: privacy email]
Getting help
Email [OWNER: support email] with the email you sign in with and a short description. Do not send card numbers or passwords.
| Topic | Target first response [OWNER: confirm] |
|---|---|
| Paid but not unlocked / can't access keepsake | [OWNER: e.g., 1 business day] |
| Duplicate charge / refund request | [OWNER: e.g., 2 business days] |
| Gift link not working | [OWNER: e.g., 1 business day] |
| Privacy requests | See DELETION_AND_PRIVACY_REQUESTS.md (legal deadlines apply) |
| General questions | [OWNER: e.g., 3 business days] |
Support hours: [OWNER: hours and time zone]. Support is in English.
Reporting a gift
If a gift page contains something harmful, illegal, or shared without consent, use "Report this gift" at the bottom of the gift page, or email [OWNER: support email] with the gift link.
You can report, for example:
- sexually explicit images or nudity;
- anything sexualizing or endangering a minor;
- private or intimate images shared without consent;
- harassment, threats or hate;
- copyright infringement;
- your own image or information included without your consent.
You don't need an account to report. Giving an email is optional, but we need it to update you.
What happens next
| Report type | Interim action | Target [OWNER: confirm] |
|---|---|---|
| Child sexual exploitation | Link disabled immediately; content preserved and reported to authorities as required by law [LAWYER: confirm Canadian mandatory-reporting obligations and preservation steps]; never forwarded or shared internally beyond what is necessary | Immediately on receipt |
| Non-consensual intimate images, threats | Link disabled while reviewed | [OWNER: e.g., within 24 hours] |
| Sexually explicit content (adult) | Link disabled while reviewed | [OWNER: e.g., within 24 hours] |
| Copyright / other content concerns | Review; may disable | [OWNER: e.g., within 3 business days] |
After review we may keep the link disabled, remove specific content, or restore the link. We notify the account owner of the action and the reason (unless the law or safety prevents it) and give them [OWNER: period] to respond or appeal at [OWNER: support email]. We tell the reporter the outcome if they left an email, without disclosing the owner's personal information.
If you believe someone is in immediate danger, contact local emergency services first.
Internal reviewer notes (not for publication)
- Reviewers: [OWNER: names/roles]. Backup reviewer: [OWNER].
- Review only the reported gift; access is logged.
- Never download, copy or forward suspected child sexual abuse material except as instructed by law enforcement / counsel. [LAWYER: written procedure required before launch]
- Record: report ID, received time, category, action, reviewer, times, outcome — no copies of content in the log.
- Repeated or serious violations → account suspension per TERMS.md §7.