Family rules, safety rules and service terms.

1. Who these terms are with

These terms form an agreement between the adult account holder and GlowNest, the operator of GlowNest. The adult account holder is responsible for the family account and for child profiles created under it.

Before public launch: add the operator's full legal/business address using GLOWNEST_LEGAL_ADDRESS.

2. Adult account holders and child profiles

You must be 18 or over to create the parent account and must be a parent, legal guardian or other adult authorised to manage the child profiles you create. You must give accurate information and keep your login credentials and parent PIN secure.

Child profiles are designed to be used under family supervision. Parents should choose controls and supervision appropriate to each child's age, maturity and circumstances.

3. Parent-controlled features

GlowNest provides parent/family controls including child profile management, chat and calling controls, discoverability settings, family membership, friend/block tools, parent PIN protection and Safety Center review. Feature availability may vary by platform or app version.

4. Automated safety technology

GlowNest uses automated technology to reduce the risk of sensitive visual content being shared between children.

• Child photos: photos are checked before delivery. A sensitive result can block the photo and create a parent safety incident.
• Child video calls: child video is sampled during live calls for possible nudity. A safety result can end the call and create a parent safety incident.
• Fail closed: some child visual features may be refused or stopped if the required safety analysis is unavailable.

Automated classifiers are not perfect and can produce false positives or false negatives. GlowNest does not promise that every harmful image, video or behaviour will be detected. Parents must not treat automated safety analysis as a substitute for appropriate supervision and child-safety education.

More detail is available on the Safety & Parent Controls page.

5. Content and behaviour that is not allowed

You must not use GlowNest to create, request, send, encourage or facilitate illegal or harmful activity. This includes, without limitation:

• child sexual exploitation or abuse material, grooming or sexual exploitation;
• non-consensual intimate images, sexual harassment or sexual content directed at children;
• credible threats, violence, bullying, harassment, hate or targeted abuse;
• content encouraging suicide, serious self-harm or eating disorders;
• fraud, scams, impersonation, account theft or malicious software;
• attempts to bypass parent controls, safety systems, restrictions or access controls;
• sharing another person's private information without a lawful reason.

We may remove content, block delivery, end calls, restrict features, suspend accounts or take other proportionate action where necessary to protect users, enforce these terms or comply with law.

6. Reporting, complaints and appeals

Users and affected people can report safety concerns, suspected illegal/harmful content, scanner decisions, moderation decisions and service complaints using the GlowNest reporting and complaints form or by emailing safety@glownestchat.co.uk.

We will review reports proportionately, may ask for more information and may take safety or moderation action. If you disagree with a safety or moderation outcome, choose the appeal/complaint option on the reporting form and provide the relevant incident, message, conversation or account information.

7. Illegal content and regulatory reporting

GlowNest may preserve, disclose or report information where required or permitted by law, including to law-enforcement, regulators or safeguarding bodies. Where a legal duty requires reporting of detected child sexual exploitation and abuse content, GlowNest must follow the applicable reporting and retention rules.

Nothing in these terms requires GlowNest to disclose information where doing so would itself be unlawful.

8. Your content

You keep ownership of content you or your family create. You give GlowNest the limited permission needed to host, transmit, scan, moderate, back up and otherwise process that content solely to provide, secure and operate the service and comply with law. This permission ends when the content is deleted from our systems, subject to backups and legal retention duties.

9. Privacy

Our Privacy Policy explains how GlowNest uses personal information. A shorter child-friendly privacy notice is also available.

10. Service availability and changes

We aim to keep GlowNest available and secure but do not guarantee uninterrupted service. Features may be changed, paused or removed for maintenance, safety, security, legal or technical reasons. We will try to give reasonable notice of material changes where appropriate.

11. Suspension and termination

You may stop using GlowNest at any time. We may suspend or terminate access where reasonably necessary for safety, serious or repeated breaches, security, non-payment if paid services are introduced, or legal/regulatory requirements. We will apply complaint or appeal processes where required.

12. Liability

Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights.

GlowNest is a communication and safety-support service, not an emergency service, professional safeguarding service or guarantee that harmful conduct will never occur. To the extent permitted by law, we are not responsible for losses that were not reasonably foreseeable when the agreement was made or for losses caused by events outside our reasonable control.

13. Governing law

If you are a UK consumer, you keep the mandatory protections of the law that applies where you live. Subject to those rights, these terms are governed by the laws of England and Wales and disputes may be brought in the courts that have jurisdiction under applicable consumer law.

14. Contact

General support: support@glownestchat.co.uk
Safety and complaints: safety@glownestchat.co.uk