Trust & Safety
How to report abuse, security issues, copyright infringement, and other concerns. How we respond, and how appeals work.
1. What to report and where
| Type of issue | Where to send it | Subject line |
|---|---|---|
| Illegal content, threats of violence, terrorism | support@chordize.com and local law enforcement | "Illegal content" |
| Child sexual exploitation or grooming (CSAM) | support@chordize.com and the appropriate national reporting hotline (e.g. NCMEC / Cybertip.ca) | "CSAM report" |
| Copyright or trade mark infringement | dmca.html — support@chordize.com | "DMCA Notice" |
| Doxing, harassment, non-consensual intimate imagery | support@chordize.com | "Harassment / NCII" |
| Fraud, scams, impersonation of Chordize AI or another user | support@chordize.com | "Fraud / impersonation" |
| Security vulnerability in the Service | support@chordize.com (PGP available on request) | "Security disclosure" |
| Privacy request (access / correct / delete / opt out) | support@chordize.com | "Privacy request" |
| Anything else affecting user safety | support@chordize.com | "Trust & Safety" |
2. What to include in a report
To help us respond quickly, please include:
- the account, prompt ID, request ID, listing ID, or URL involved (a screenshot helps);
- the approximate date and time (with your timezone);
- a short description of what happened and why you believe it violates our rules or the law;
- any evidence you can share (screenshots, transcripts, links);
- whether you are the affected person or a bystander; and
- your contact details, so we can follow up if we have questions.
3. How we respond
- Acknowledgement. We aim to acknowledge reports within 2 business days.
- Triage. We assign a severity: urgent (imminent harm), high (ongoing harm), standard, or informational.
- Investigation. We may review logs, prompts, outputs, account history, payment history, and provider signals. We may contact the reporter or the reported user for more information.
- Action. Possible actions include content removal, output filtering, warning, temporary restriction, feature restriction, wallet lock, account suspension, account termination, refund reversal, provider notification, and, where appropriate, referral to law enforcement.
- Closure. We close the ticket and, where legally permitted, tell the reporter what we did at a high level.
4. Statement of reasons
If we take action against your account or your content, we will, where legally permitted, provide you a statement of reasons that identifies the rule you allegedly broke, the action we took, and how to appeal. This applies to automated actions as well.
5. Appeals
To appeal a decision:
- reply to the statement-of-reasons email within 30 days, or email support@chordize.com with the subject "Appeal";
- describe why you believe the decision was wrong; and
- attach any additional context we did not see.
Appeals are reviewed by a person, not solely by an automated system. Where the original decision was automated, a human will re-review. We aim to respond to appeals within 10 business days.
6. Notice from public authorities
Orders from courts, law enforcement, and other public authorities should be sent to support@chordize.com with the subject "Legal process". We respond to lawful requests and object where a request is overbroad, unlawful, or otherwise inappropriate. Where legally permitted, we may notify affected users before responding.
7. Transparency
As Chordize AI grows, we intend to publish a transparency report describing volumes of reports received, actions taken, appeals, and government requests, at a cadence appropriate to our scale.
8. Retaliation
We do not tolerate retaliation against good-faith reporters. Attempting to identify, harass, or punish a reporter is itself a violation of our rules.