At IHearU, we want to build a community of like-minded individuals who believe in the impact of listening. To ensure a positive experience for everyone, please follow these community guidelines, whether you are a caller or a listener.

(We regret to inform you that individuals who fail to adhere to our community guidelines, in any form, will be subject to removal. Maintaining a respectful and safe environment is our top priority, and we appreciate your cooperation in upholding these guidelines.)

General Guidelines for All Users

1. Respect and Dignity: Treat everyone with respect and dignity. Do not use offensive, discriminatory, or harmful language. 

2. Confidentiality: Respect the privacy of all interactions in sessions. Do not share any information disclosed during sessions without explicit consent, except when required by law.

3. We are a non-emergent support system: While IHearU provides support, it is not a substitute for professional crisis intervention. If you are in immediate danger or experiencing a crisis, please contact your local emergency services or a crisis hotline.
   These are service numbers you can reach out to for support:
   Singapore Emergency/Crisis Hotline: 995
   SOS 24-Hour Hotline: 1767
   IMH Hotline: 6389-2222

Guidelines for Callers

1. Be Respectful: Treat listeners with respect and understanding. They are here to help.

2. Provide Feedback: Leave reviews and ratings after your session. Your feedback betters the community, helping others make an informed decision and helps Listeners improve their services to others too. (Negative / unfair reviews or content flagged as a scam will be reviewed by a moderator. If they are found to violate our guidelines/ terms of use, they will be subject to removal).

3. Profile Info: While we respect your privacy, please note that profile details cannot be edited directly. If you need to make any changes, feel free to reach out to us at support@ihearu.app for assistance.

4. Cancellation Policy: Cancel sessions at least 24 hours in advance if necessary. This allows others to benefit from your time slot. No refund will be given if cancellation is less than 24 hours in advance. Please read the latest cancellation policy before you cancel.

5. Terms and Privacy: Read and adhere to our Terms of Use and Privacy Policy. Reviews containing inappropriate content, language, spam, flagged for various reasons will be removed.

Guidelines for Listeners

1. Create a Safe Space: Foster an environment where callers feel safe, respected, and accepted. Encourage open conversations.

2. Cultural Sensitivity and Respectfulness: Be aware of and respect cultural differences. Always show sensitivity to the caller's background and experiences.

3. Avoid Advice Giving: Focus on active listening and validation. Refrain from giving advice or solutions unless specifically sought. Offering unsolicited advice can make callers feel unheard and invalidated.

4. Set Boundaries: Establish clear boundaries to ensure both your well-being and the caller's. Know and be willing to refer callers to other resources or professionals if their needs exceed your expertise.

5. Confidentiality: Maintain the confidentiality of all interactions. Do not share personal information disclosed during sessions without explicit consent, except when required by law.

6. Self-Care and Supervision: Take care of your own mental and emotional well-being. Seek supervision or support when needed to ensure you can provide the best support to callers. Listeners can seek guidance from Listener+ with supervision experience, while Listener+ should consult their professional supervisors.

Cancellation Policy

Before booking a session, please consider your availability, as our listeners set aside their time for you.

Cancel sessions at least 24 hours in advance if necessary. This allows others to benefit from your time slot. No refund will be given if cancellation is less than 24 hours in advance. Please read the latest cancellation policy before you cancel.

Prohibited Conduct

1. No Harassment or Abuse: Any form of harassment, abuse, or threatening behaviour is strictly prohibited and will result in immediate removal from the platform.

2. No External Arrangements: Engaging listeners outside the IHearU platform or making payments outside the app is prohibited. This violates our terms and will result in removal from the platform.

3. No Misrepresentation: Do not impersonate another person or provide false information.

4. No Scams or Selling: Soliciting or selling any products or services is strictly prohibited and will result in removal from the platform.

Our platform is built on respect, empathy, and support.
By adhering to these guidelines, we can create a supportive and nurturing community where everyone feels heard and valued. If you have any questions or need further assistance, please contact IHearU support at support@ihearu.app.

Thank you for being part of the IHearU community!