Trust & Safety
hi-app is built on a foundation of verified access, active moderation, and strict policy enforcement. This page outlines how we keep our platform safe for every user.
Email Verified Users
All users must verify their email before accessing the platform.
24/7 Human Moderation
Every report is reviewed by a human moderator around the clock.
Zero Tolerance Policy
Harassment, adult content, and fraud result in permanent bans.
Law Enforcement Cooperation
We cooperate fully with Indian law enforcement on valid requests.
1. User Verification Process
- All users must verify their email address via OTP before accessing any platform features.
- OTP codes expire within 10 minutes and are rate-limited to prevent abuse.
- Device fingerprint and IP address are logged at each login for fraud prevention.
- Suspicious login activity triggers automated security checks and may require re-verification.
- Multiple failed login attempts result in temporary account lockout.
- Mentors (hosts) are additionally required to submit government-issued photo ID before activation.
2. Content Moderation Workflow
- Users can report any other user with a single tap during or after a call.
- Every report is reviewed by our moderation team within 24 hours.
- Call session metadata (not content) is retained for abuse investigation purposes.
- Accounts confirmed violating policies are suspended or permanently banned.
- Every call has a unique session fingerprint enabling traceability even if screenshots are taken.
- Repeated violations escalate to IP and device-level blacklisting.
Users violating platform policies may be permanently banned. Conversations are monitored for safety and abuse prevention.
3. Abuse Handling & Enforcement
The following behaviours result in immediate account suspension and may be reported to Indian law enforcement:
4. Fraud Prevention & Payment Security
- All coin purchases are processed through licensed payment gateways with full transaction logging.
- GST-compliant invoices are issued for all purchases.
- Refunds are processed per our published Refund Policy within the stated timelines.
- Suspicious payment activity triggers manual review before processing.
- Users are warned never to share OTPs or payment details — our team will never ask for these.
- Chargebacks and fraudulent payment attempts are flagged and investigated with payment providers.
5. Data Handling & Privacy
- User personal data (email, device ID, IP) is stored securely on encrypted servers.
- Call content is end-to-end encrypted and is never recorded or stored by hi-app.
- Call metadata (duration, session fingerprint, timestamps) is retained for abuse investigation.
- User data is never sold to third parties.
- Data is shared with Indian law enforcement only upon receipt of a valid legal order.
- Users may request data deletion by contacting support@hi-app.in.
6. Customer Support Workflow
How to Report an Issue
- Use the in-app "Report" button during or after a call.
- Email us at support@hi-app.in with details.
- Submit a report at /support/report-issue.
- Our team acknowledges reports within 24 hours and resolves within 72 hours.
Grievance Officer
Platform: hi-app
Support Email: support@hi-app.in
Response Time: Within 2 business days
Escalation Email: support@hi-app.in
Questions About Our Safety Policies?
Our support team is here to help. Reach out any time.