Video Chat Safety

1. Introduction

Video calls on ConnectLove allow you to connect face-to-face with potential matches in a safe, moderated environment. This page outlines our video safety protocols, prohibited behavior, and enforcement measures designed to protect all users.

2. Eligibility Requirements

To access video chat, you must:

• Verified Email Address: Confirm your email to prove account ownership
• Verified Phone Number: Add and verify a phone number for security
• Complete Profile: Finish your questionnaire, set preferences, and upload minimum required photos
• Account in Good Standing: No active suspensions or violations

If you don't meet these requirements, you'll see a clear message explaining what's needed before you can start video calls.

3. Prohibited Behavior

Additional Violations

• Using video calls for commercial purposes or advertising
• Displaying illegal substances or weapons
• Showing content depicting minors
• Violent, graphic, or disturbing content
• Impersonation or using someone else's video

4. Before Joining a Call

4.1 Mandatory Consent

Before joining any video call, you must agree to our terms:

You cannot join a call without accepting this agreement.

4.2 Safety Tips

• Choose a well-lit, neutral background
• Ensure you're fully clothed and presentable
• Test your camera and microphone beforehand
• Have the "Report" and "End Call" buttons ready if needed
• Trust your instincts – end the call if something feels wrong

5. During the Call: Safety Features

5.1 In-Call Safety Banner

An always-visible banner reminds both participants:

5.2 Report Button

If your call partner violates our policies:

• Click the "Report" button visible during the call
• The call will end immediately
• A report is created with timestamped evidence (moderation scores, not raw video)
• Our Trust & Safety team will review within 24 hours

5.3 Block Button

Blocking a user:

• Ends the call instantly
• Prevents future video or text contact
• Hides your profile from them
• Can be done without filing a report (though reporting is encouraged for violations)

6. Automated Moderation

6.1 How It Works

To protect users, ConnectLove employs privacy-preserving content moderation:

• Perceptual Hashing: Video frames are sampled periodically and converted to non-reversible hashes (NOT stored as images)
• Risk Scoring: Each hash receives a risk score (0-100 scale) based on automated analysis
• No Raw Media Storage: We do not and cannot store your actual video feed or images
• Audit Trail Only: Only timestamps, hashes, and risk scores are retained for safety investigations

6.2 Warning Thresholds

If the automated system detects concerning content:

• Medium Risk (Score 50-70): In-call warning overlay shown to both participants
• High Risk (Score > 70): If high-risk content persists within 30 seconds of warning, call is automatically terminated
• Extreme Risk (Score > 90): Immediate call termination + account flag for review

Note: Automated moderation is a safety tool, not perfect. False positives may occur (e.g., poor lighting, movement). If you believe termination was in error, contact support@connectlove.uk.

7. Enforcement & Sanctions

7.1 Progressive Discipline

Video chat violations follow this enforcement ladder:

7.2 Rate Limiting

To prevent abuse, users are limited to 5 new video calls per hour. This prevents harassment via repeated call attempts.

8. Privacy & Data Protection

8.1 What We Store

During and after video calls, ConnectLove retains:

• Call metadata: Start/end timestamps, participants, duration
• Perceptual hashes: Non-reversible fingerprints (NOT images or video)
• Risk scores: Numeric moderation scores (0-100)
• Enforcement actions: Warnings, terminations, sanctions applied

8.2 What We DON'T Store

• ❌ Raw video feeds or recordings
• ❌ Actual images or screenshots from calls
• ❌ Audio recordings
• ❌ Personally identifiable biometric data

8.3 Data Retention

Moderation data is retained for:

• 30 days: Routine moderation records (hashes, scores)
• 90 days: Reported incidents under investigation
• 7 years: Severe violations involving illegal content (legal compliance)

Upon account deletion, all moderation data is purged within 30 days.

For complete privacy details, see our Privacy Policy.

9. Reporting Violations

9.1 During a Call

1. Click the "Report" button (always visible in call UI)
2. Call ends immediately and report is filed automatically
3. You'll see a confirmation message
4. Our team reviews the report within 24 hours

9.2 After a Call

If you forgot to report during the call or want to add details:

• Go to the user's profile and click "Report"
• Select "Video call violation" as the reason
• Provide details (approximate time, what happened)
• Submit – we'll cross-reference with call metadata

9.3 Emergency Situations

⚠️ If you witness illegal activity (e.g., minors, violence, threats):
1. Contact local law enforcement immediately (999 in UK, 911 in US)
2. Then report to us at safety@connectlove.uk
3. We cooperate fully with law enforcement investigations

10. Your Rights & Responsibilities

10.1 Your Rights

• End any call at any time for any reason
• Report violations without fear of retaliation
• Appeal sanctions you believe were applied in error
• Request deletion of your moderation data (subject to legal holds)

10.2 Your Responsibilities

• Read and comply with all video safety policies
• Treat all call participants with respect
• Report violations when you see them
• Do not record calls without explicit consent
• Accept that video chat is a privilege, not a right

11. Contact Us

Questions or concerns about video chat safety?

Trust & Safety Team: safety@connectlove.uk

General Support: support@connectlove.uk

For other policies, see: Terms of Service | Privacy Policy | Community Standards