Safety, Reporting & Takedown Policy

Last updated: 22 October 2026

This page explains how to report something that is wrong on Crushly, what we do about it, and what your options are if you are not happy with what we did. It sits alongside the Community Guidelines, which say what the rules are.

If you are in immediate danger, call 112 before you do anything else. We are a small team and we are not the police. Report it to us afterwards so we can act on the account.

1. How we keep the app safe

These are the tools we actually use, and none of them are theoretical:

Report and block, on every profile and every chat. Blocking is instant: the other person cannot see your profile, cannot message you and disappears from Discover.
Contact-detail masking. Phone numbers and similar details are automatically masked in messages, bios and prompt answers for members on the Free plan, so they cannot be scraped out of a chat.
Selfie verification. A live selfie compared by our moderation team against your profile photo earns the verified tick. It is never shown to other members.
Moderation of AI companions. Companion conversations are screened with automated systems, and a companion can be paused or removed at any time.
Real people reading reports. Every report is read by a moderator. We act on behaviour, not on the number of reports.
Rate limits and audit logs. Automated abuse is slowed down, and every action taken by staff is written to an internal log we can be held to.

2. How to report

What you want to report	How	How fast
Harassment, threats, nudity, a scam, a fake or impersonated profile	Report — the button on their profile or in the chat	Seen the same day
Someone you want to stop hearing from, right now	Block — the button on their profile	Instant
Content that breaks the law, or a legal takedown notice	safety@crushly.cloud	Acknowledged within 36 hours
A formal complaint or grievance	grievance@crushly.cloud	Acknowledged within 48 hours
A safety issue you want tracked as a support request	Help inside the app	Reply within 2 working days

Please include the username of the account, what happened, roughly when, and anything that helps — a screenshot or the words that were used. Do not send us passwords, OTPs or identity documents; we do not need them.

3. What happens after you report

A moderator reviews the report and, where relevant, the profile and the conversation it came from.
We decide on one of: a warning, removing the content, restricting the account, suspending it, or terminating it permanently.
Accounts used for fraud, harassment or soliciting money are terminated, usually without appeal.
We do not tell the person you reported that you reported them, unless the law requires it.
We do not guarantee a particular outcome. Every case is judged on what happened, and we will not remove something just because someone was angry about it.

If you are waiting on a safety report, the fastest way to nudge us is the Help page — a ticket gets a reply from the support address and shows up in Settings → My safety reports, where you can see the status.

4. What we remove

We remove content and end accounts that break the law or these policies. In practice that includes:

Sexual content, nudity, and intimate images shared without consent.
Hate speech, casteist abuse, and attacks on someone’s appearance, identity or religion.
Harassment, stalking, threats, doxxing, and sharing another person’s private messages or photos.
Fraud: fake accounts, impersonation, romance scams, and requests for money, OTPs, passwords or identity documents.
Content that is not the member’s own, or that infringes someone else’s rights.
Sexual content involving minors, and any attempt to groom or exploit a minor. This is reported to the authorities.

We act on the account that broke the rules. A report is a signal to look, not a verdict on whoever was reported.

5. Takedown and legal requests

We respond to takedown requests and legal notices under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:

Kind of notice	What we do
A complaint from you	Acknowledged within 36 hours, resolved within 15 days
Content we actually know is prohibited	Removed within 36 hours of that knowledge
A court order or government order	Complied with within 72 hours of the order
A notice from a rights holder about copyrighted content	Reviewed, and if it is a valid claim the content is disabled and the rights holder told what we did

Send notices to legal@crushly.cloud, addressed to [LEGAL ENTITY NAME] at [REGISTERED ADDRESS]. Please include the exact URL or the username, what you are asking us to do, your contact details, and a statement that you are the owner or the authorised representative of the person whose rights are affected.

6. Formal complaints

The Grievance Redressal Officer for Crushly can be reached at grievance@crushly.cloud. Formal complaints are acknowledged within 48 hours and resolved within 15 days.

Please tell us in your complaint: who you are, which account it is about, what happened, and what you would like us to do. We will not ask you to prove anything beyond what is reasonable to act on the complaint.

A complaint does not have to be about another member. Complaints about how we handled your data, a refund, or a moderation decision are all handled the same way.

7. Appeals

If you think we got a decision wrong, you can appeal once. Write to legal@crushly.cloud within 30 days of the decision, tell us what you think we got wrong, and we will look again. We answer appeals within 15 days. The appeal is reviewed by someone other than the moderator who made the original decision.

If the appeal does not resolve it, you can approach a consumer forum under the Consumer Protection Act, 2019.

8. Staff access to your account

For a serious investigation, a staff member can sign in as you in a one-time, ten-minute, audited session. That session is written to our internal log, and it does not change your online status or appear in your activity. We do not read your message history in the normal course of work. The detail is in section 6 of the Privacy Policy, and you can ask us at any time whether it was used against your account.

9. When to call someone else

Any immediate danger: call 112.
Financial fraud, online cheating or someone has taken your money: call 1930, or report it at cybercrime.gov.in.
Mental health support, free and confidential: Tele-MANAS on 14416.
Support for women in distress: 181.

The full list of contacts is on the contact page.