Terms of Service & Community Guidelines
Effective Date: 24 May 2026
Operated by: HEAL APP
Contact: healapp.reports@gmail.com
1. Acceptance of Terms
These Terms of Service and Community Guidelines ("Terms") constitute a legally binding agreement between you and HEAL APP, the operator of the heal. mobile application (the "App"). By accessing or using the App, you agree to be bound by these Terms. If you do not agree, you must not access or use the App.
Your use of the App is entirely at your own risk.
These Terms may be amended at any time. Continued use of the App following notification of any amendment constitutes your acceptance of the updated Terms.
We may modify, suspend, or discontinue the App at any time without notice.
2. Eligibility
Users must be at least 18 years of age to access or use the App. By using the App, you represent and warrant that:
• You are at least 18 years of age;
• You have the legal capacity to enter into a binding agreement; and
• Your use of the App complies with all applicable laws and regulations in your jurisdiction.
We do not knowingly permit use of the App by persons under the age of 18. The App is not directed at or intended for minors. By using the App, you confirm you are 18 or older. As the App is anonymous by design, we are unable to independently verify the age of users. If you are under 18, you must not use this App.
We make no representations that the App is appropriate or lawful for use outside Australia.
3. Nature of the Service
The App is an anonymous peer-to-peer chatroom that facilitates real-time, text-based conversations between two users who are randomly matched. Users may elect to participate as a "Feeler" (a person seeking to vent or share) or a "Healer" (a person willing to listen).
Prior to the commencement of a chat session, both matched users are presented with a pre-connection screen displaying the other user's permanent username and selected role. Each user must affirmatively accept the connection before the session begins. If either user declines, the connection is cancelled and both users are returned to the role selection screen. No conversation occurs unless both users consent to proceed.
The App is NOT:
A mental health service, crisis support service, or clinical platform;
A substitute for professional psychological, psychiatric, or medical advice, diagnosis, or treatment;
A real-time monitored communication service; or
A crisis intervention platform.
Use of the App does not create any professional, therapeutic, advisory, or support relationship of any kind between you and HEAL APP, or between you and any other user.
The App is a chatroom. It exists to provide a space for anonymous human connection and nothing more. Users may receive inaccurate, harmful, or inappropriate responses from other users. We do not screen, verify, or train users acting as Healers.
We do not monitor conversations in real time and have no obligation to intervene in user interactions, including where harmful or distressing content is exchanged.
You acknowledge that you are solely responsible for seeking appropriate professional or emergency assistance where required. If you are experiencing a mental health crisis, suicidal ideation, or require urgent support, please contact an appropriate emergency or crisis service in your jurisdiction immediately. A link to international crisis resources is available within the App.
4. Anonymous Use & Data Collected
The App is designed to be used pseudonymously. Upon first use, each user completes a short onboarding questionnaire. The responses are processed to derive a permanent username, assigned to the user's device and Firebase authentication identifier. This username is fixed, cannot be altered, and is the sole identifier associated with a user's account. It is visible to other users prior to the commencement of a chat session.
While the App is designed to be anonymous, certain technical data may be collected and used to enforce safety measures and moderation. The following data is collected in the course of operating the App:
A permanently assigned pseudonymous username, generated from the user's onboarding questionnaire responses, stored against the user's device identifier and Firebase authentication identifier;
A device identifier, stored locally on the user's device and in our systems, used to administer the username assignment, ban system, and match exclusions;
A Firebase anonymous authentication UID, generated automatically upon first use and linked to the user's device identifier and permanent username for the purposes of moderation and safety administration;
Queue data, including the user's selected role, permanent username, and session timestamp, which is deleted upon match or exit from the queue;
Message content during an active chat session, which is permanently deleted from our systems upon the conclusion of that session; and
In the event that a report is submitted against a user, the full conversation from that chat session is captured and transmitted to the app operator's secure mailbox for moderation review. This data is retained for the purposes of assessing the report and administering the ban and match exclusion systems.
By submitting a report, you acknowledge and consent to the capture and operator review of the full conversation from that session. By using the App, you acknowledge that if a report is made against you, the conversation in which the reported conduct occurred may be reviewed by the app operator.
We do not sell, share, or disclose any collected data to third parties, except where required by law.
5. Message Retention
Conversations conducted through the App are not stored or archived by us beyond the duration of the active chat session. Upon conclusion of a session, all message content is permanently deleted from our systems, except where a report has been submitted in respect of that session, in which case the conversation may be retained for moderation and safety purposes as described in Section 4.
6. Community Guidelines
By using the App, you agree to engage with other users in a manner that is respectful, lawful, and consistent with the following Community Guidelines.
6.1 Prohibited Conduct
Users must not use the App to:
• Harass, bully, threaten, intimidate, or abuse any other user;
• Share, solicit, or distribute sexually explicit, pornographic, or obscene content;
• Share, solicit, or distribute content that exploits, sexualises, or endangers minors in any way;
• Incite or promote violence, self-harm, suicide, or harm to others;
• Engage in discriminatory conduct on the basis of race, ethnicity, nationality, religion, gender, sexual orientation, disability, or any other protected attribute;
• Engage in or facilitate any unlawful activity, including but not limited to fraud, blackmail, extortion, or the solicitation of illegal goods or services;
• Share personal identifying information of themselves or others;
• Impersonate any person or entity, or misrepresent their affiliation with any person or entity;
• Transmit spam, phishing content, malware, or any other harmful or disruptive material; or
• Attempt to circumvent any technical measures, access controls, or security features of the App.
6.2 Reporting
Users may report conduct they believe violates these Community Guidelines via the in-app reporting function. Submitting a report automatically blocks the reported user from being matched with the reporting user in any future session. Upon submission of a report, the full conversation from that session will be captured and sent to the app operator for review, as described in Section 4. The reporting user's identity remains anonymous to the reported user at all times.
We will review reports and take such action as we consider appropriate in our sole discretion, which may include warning, suspension, or permanent termination of access. We are not required to provide reasons for enforcement actions and decisions are final. We do not guarantee any particular response time or outcome in respect of any report submitted.
7. Moderation & Enforcement
We reserve the right, at our sole discretion and without notice or liability, to:
• Remove or restrict access to any content that violates these Terms;
• Suspend or permanently terminate the access of any user who breaches these Terms; and
• Cooperate with law enforcement authorities where required by law or where we reasonably believe a user has engaged in unlawful conduct.
Moderation is conducted reactively on the basis of user reports and technical indicators. Conversations are not monitored in real time.
8. Intellectual Property
All intellectual property rights in the App, including its software, trademarks, and operator-created content, vest in HEAL APP or its licensors. Nothing in these Terms grants you any rights in or to the App beyond the limited right to use it in accordance with these Terms.
You retain ownership of any content you submit via the App. By submitting content, you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, and process that content solely for the purposes of operating and improving the App.
9. Disclaimer of Warranties
To the maximum extent permitted by law, the App is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
We do not warrant that the App will be uninterrupted, error-free, or secure. We do not warrant the accuracy, completeness, or reliability of any content transmitted via the App by other users.
10. Limitation of Liability
To the maximum extent permitted by applicable law, we exclude all liability for any loss or damage of any kind arising out of or in connection with your use of, or inability to use, the App, including but not limited to:
• Any direct, indirect, incidental, special, consequential, or punitive loss or damage;
• Loss of data, revenue, profits, business, or goodwill;
• Any harm arising from interactions with other users of the App; or
• Any reliance on content transmitted by other users.
Nothing in these Terms is intended to exclude or limit any liability that cannot be excluded or limited under applicable Australian consumer law, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
11. Indemnity
You agree to indemnify and hold harmless HEAL APP and its operators from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with your use of the App, your interactions with other users, or your breach of these Terms.
12. Australian Consumer Law
Certain consumer guarantees under the Australian Consumer Law may apply to our services and cannot be excluded by agreement. Where those guarantees apply, our liability is limited, to the extent permitted by law, to re-supplying the relevant service or paying the cost of having the service re-supplied.
13. Privacy
Our collection, use, and disclosure of information is governed by our Privacy Policy, which forms part of these Terms. By using the App, you consent to the collection and use of your information as described in the Privacy Policy and in Section 4 of these Terms.
14. Governing Law & Dispute Resolution
These Terms are governed by and construed in accordance with the laws of the State of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of Victoria and the Federal Court of Australia.
Where a dispute arises in connection with these Terms or your use of the App, please contact us at healapp.reports@gmail.com in the first instance to seek informal resolution before commencing any formal proceedings.
15. Severability
If any provision of these Terms is found to be invalid, unenforceable, or illegal by a court of competent jurisdiction, that provision will be severed and the remaining provisions will continue in full force and effect.
16. Entire Agreement
These Terms, together with the Privacy Policy, constitute the entire agreement between you and us in relation to your use of the App, and supersede all prior agreements, representations, and understandings.
17. Contact
For any questions or concerns regarding these Terms, please contact:
HEAL APP