Community guidelines

These guidelines apply to everything you do on Frozen Chat: one-to-one chats, groups, calls, profiles, usernames, group names and invite links, private notes, and our support channels. They are part of our terms of service.

Not allowed

• Child sexual abuse and exploitation. Zero tolerance; we remove accounts and report to authorities. See child safety.
• Illegal content and activity, including selling drugs, weapons, stolen data or counterfeit goods, human trafficking, and money laundering.
• Violence and terrorism: threats of violence, incitement, and promoting or supporting terrorist or violent extremist groups.
• Harassment and bullying: repeatedly contacting someone who doesn't want it, threats, intimidation, doxxing (publishing someone's private information), and hate directed at people for who they are.
• Non-consensual intimate images, or threatening to share them (sextortion).
• Spam and scams: bulk or automated unsolicited messages, mass group invites, phishing, fake giveaways, investment and romance scams, and pyramid schemes.
• Impersonation: pretending to be another person, a brand or Frozen Chat support. Our only official account is @frozenchat, and we will never ask for your recovery words, PIN or licence keys.
• Malware and attacks on users or the service.
• Infringing other people's copyright, trademarks or privacy.
• Getting around enforcement: making new accounts to avoid a block or a suspension.

Your controls

• Message requests: people who aren't your contacts land in requests. They don't see that you've read anything until you tap Accept. You can also Delete or Block.
• Block: open a chat's menu or a contact's profile and tap Block. They can no longer message or call you, on any of your devices, and they aren't told. Manage the list in Settings → Privacy → Blocked contacts.
• Leave groups you don't want to be in; group admins can remove members.
• Mute chats that are too noisy.

How to report

Because chats are end-to-end encrypted, we only learn about abuse when someone tells us. To report an account, a group or a message:

1. Block the account if you feel unsafe.
2. Message @frozenchat in the app, or e-mail [email protected].
3. Include the username (or group invite link), what happened and roughly when. You may include screenshots or forward the messages you want us to see; only what you send us can be read by us.

If someone is in immediate danger, contact your local emergency services first.

What happens next

• We review every report, normally within 24 hours, and keep the reporter's identity confidential.
• Depending on how serious it is, we may warn the account, limit it, suspend it (it can no longer send, call or upload), or remove it permanently.
• We report child sexual exploitation and credible threats to life to the authorities.
• If we act on your account and you think we got it wrong, write to [email protected] and a person will look at it again.