Real humans on call
Safety reports are triaged by a real person during our on-call window — not sorted by an automated queue and forgotten.
Safeguarding
If you are in immediate danger, please contact local emergency services.
Call your local emergency number first. LoveSync is not a crisis service, and our safeguarding approach exists to route people to real help — not to replace it. What follows is how our pathways work, plainly explained.
Emergency services first
Please reach real help before you reach us.
If you or someone you love is in immediate danger — physical harm, medical emergency, or acute mental health crisis — please call your local emergency line right now. LoveSync is not a real-time crisis service, and we would rather you get faster help elsewhere.
If you are unsure which line to call, an international lifeline directory such as findahelpline.com lists crisis and mental health lines by country, in your language. Please use it before you use us.
If it is safe to do so, tell a trusted person nearby — a friend, family member, neighbour, or colleague. You do not have to carry this alone, and a real voice in the room often helps first.
Our safeguards
Four things we do so care stays safe.
Safe session room
Counselling sessions run in our own private, encrypted room with clear consent, obvious controls, and a discreet way to reach help.
Report anything
You can report content, a message, a counsellor interaction, or a concern from anywhere in the app — and appeal any decision we make.
Trusted contacts
You can opt in to nominate people we may contact on your behalf if a serious concern arises — only with your explicit consent.
The specifics
The controls behind those promises.
Verified counsellors
Every counsellor registers their licences and issuing boards. We verify at onboarding, re-verify on renewal, and remove anyone whose credentials lapse or whose conduct falls short of our standards.
In-session controls
Sessions include clear recording consent, an obvious end-session control, and a discreet "Need help now?" affordance that stays reachable throughout — including from the pre-session lobby.
Crisis escalation pathway
When a concern is flagged as urgent — by you, a counsellor, or our team — it moves to a dedicated queue reviewed by our on-call safeguarding staff, who route to the right resource and log every action.
Honest limits
We are not an emergency service, we cannot reach you in seconds, and we cannot replace in-person care. Where a case is better served locally, we say so — and, where we can, we point you toward a local pathway.
The pathway
How our safeguarding pathway works.
- Step 01
01
You raise a concern anywhere in the app
Report from a message, a counsellor profile, a session, a community post, or settings. Tell us what happened in your own words — we will not ask you to relive more than you need to.
- Step 02
02
A real human triages within our on-call window
A trained safeguarding staff member reads your report, checks the context, and decides how urgent it is. Urgent cases jump the queue. You will hear back with the next step.
- Step 03
03
We route to the right pathway
Depending on the concern, we route to an external crisis line, a counsellor who can help, a moderator for content or conduct, or — with your consent — a trusted contact you have nominated.
- Step 04
04
You can appeal any decision
If we suspend an account, remove content, or decline a request, you can appeal. A different reviewer takes a fresh look, and we tell you the outcome and the reasoning.
Reports
How we handle reports.
Every report is logged with a timestamp, the surface it came from, and the person who filed it. Safety staff read reports in the order urgency dictates — not the order they arrived. We will confirm we have received your report and tell you what happens next.
You can appeal any decision. Appeals are read by a different reviewer, not the person who made the first call. We explain the outcome plainly and, where a policy is involved, we point you to it.
We keep an audit trail of who did what and when — for every safety action, every escalation, and every appeal. This is for your protection and ours, and it is available to regulators where required.
Trusted contacts
People you consent to us reaching.
You can opt in to nominate one or more trusted contacts — a partner, family member, friend, or pastor — whom LoveSync may reach out to if a serious safeguarding concern arises about you. This is entirely voluntary, and you can add, change, or remove contacts at any time.
We only contact a trusted contact when a real safeguarding threshold is met, and only about the concern — never about your ordinary use of LoveSync, your sessions, or your private conversations. We tell you when we have done so, and we log the contact in your safety record.
Reach us
Two direct lines for safety.
Report a concern
For safeguarding concerns, harmful content, counsellor conduct, or anything that does not feel right. A real person reads every message during our on-call window.
[email protected]
Security disclosures
For responsible disclosure of vulnerabilities, account security issues, or suspected data incidents. We reply within one business day.
[email protected]
A final note
This is not a substitute.
LoveSync’s safeguarding pathway is care, not rescue. If you are in danger right now, please stop reading and call your local emergency line, an international crisis directory such as findahelpline.com, or a trusted person nearby. We are here for what comes after — and for the long, careful work of being well.