Terms of Service (HERE TO HEAR)

Last Updated: 2 Jan 2026

1. Purpose of the Platform

This Platform provides peer support, connection, and listening by trained or untrained volunteers.

It is designed to offer emotional support, shared understanding, and human connection — not professional services.

This Platform does not provide:

Crisis intervention
Suicide prevention services
Emergency support
Medical, psychiatric, psychological, or therapeutic treatment

2. Not a Crisis or Emergency Service

By using this Platform, you acknowledge and agree that:

This is not a suicide hotline, crisis line, or emergency service

Volunteers are not trained to manage suicidal ideation, self-harm crises, or emergencies

If you are in immediate danger or thinking about harming yourself or others, you agree to seek immediate professional help (e.g., emergency services, crisis hotlines, or local mental health professionals)

The Platform and its volunteers are not responsible for emergency situations.

3. Nature of Peer Support

You understand and agree that:

Peer support is based on shared experience and compassionate listening, not expert advice

Volunteers may share personal perspectives, reflections, or coping ideas, but this does not replace professional care

You remain fully responsible for your own decisions, actions, and wellbeing

Nothing on the Platform should be interpreted as:

Medical advice
Mental health treatment
Diagnosis
Legal advice

4. Volunteer Status

All support on this Platform is provided by volunteers.

You acknowledge that:

Volunteers give their time freely
Volunteers may vary in background, experience, and communication style
Volunteers are human and may make mistakes or have limits
Volunteers are not employees, clinicians, or crisis responders.

5. Respectful Use & Conduct

By using the Platform, you agree to:

Treat volunteers and other users with kindness, respect, and fairness.

Avoid abusive, harassing, threatening, discriminatory, manipulative, or sexually inappropriate behaviour

Respect boundaries, including time limits, availability, and topics volunteers may decline

The Platform reserves the right to pause, end, or permanently restrict access if behaviour is harmful, unsafe, or disrespectful.

6. Limitations of Support

You understand that:

Support may not always be available
Responses may be delayed or limited
Volunteers may end a conversation if it becomes unsafe, overwhelming, or outside the scope of peer support

The Platform does not guarantee:

Continuous access
Immediate responses
Specific outcomes or emotional relief

7. Assumption of Risk

By using this Platform, you acknowledge that:

Emotional conversations can sometimes bring up difficult feelings

You choose to participate voluntarily and at your own discretion

You assume full responsibility for how you use the support offered

8. Release of Liability

To the fullest extent permitted by law, you agree that:

You will not hold the Platform, its founders, organisers, or volunteers liable for any harm, loss, or distress arising from use of the service

You waive any claims related to emotional distress, decisions made, or outcomes resulting from peer support interactions

This includes claims based on:

Negligence

Emotional harm

Misunderstandings or unmet expectations

9. No Legal Action

By using the Platform, you agree that you will not sue, pursue legal action, or seek damages against the Platform, its volunteers, or organisers for issues arising from your participation, except where prohibited by law.

10. Privacy & Confidentiality (Limitations)

While the Platform encourages respect for privacy:

Confidentiality cannot be guaranteed

Volunteers may break confidentiality if there is a serious concern for safety

Digital communication carries inherent privacy risks

11. Changes to Terms

The Platform may update these Terms & Conditions at any time.

Continued use of the Platform constitutes acceptance of any updates.

12. Acceptance of Terms

By accessing or using this Platform, you confirm that:

You have read and understood these Terms & Conditions

You agree to be bound by them

You understand the limits and scope of peer support