We have content policies that prohibit certain material — content involving minors, non-consent, real identifiable people, serious crime, extreme violence, self-harm, and hate or harassment among them. If you encounter content that you believe violates these policies, please report it.
How to report
In a chat:
- Open the chat where the content appeared.
- Select the report icon (in the chat header or the message options).
- Select a reason.
- Add a short description if helpful.
- Submit.
By email:
Email support@hisugar.ai with:
- The character name (and chat ID if known)
- Date and approximate time of the content
- A short description of the issue
What happens next
- Our trust and safety team reviews every report.
- Action may include removing the content, warning the user, temporarily suspending features, or terminating accounts that violate our Terms of Use.
- We do not share the identity of reporters with the reported user.
- For urgent or legally sensitive reports (involving minors, self-harm, or real-world threats), please contact local emergency services in addition to reporting to us.
Content that depicts you
If the content depicts you or someone you represent, use our Content Removal Policy — non-consensual intimate imagery is actioned within 48 hours and you have a right of appeal.
If you disagree with a decision
If we removed something of yours, or you think we got a report wrong, you can complain through our Complaint Policy. We acknowledge complaints within 24 hours and aim to resolve them within 7 days, with escalation to a different reviewer if you are not satisfied.
Repeated violations
Accounts that repeatedly violate our content policies may be suspended or terminated in line with our Terms of Use.
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