Chi'llywood Public Policy
Support and Account Help
This policy explains how users can get account, Premium, creator, moderation, copyright, legal, account deletion, and safety help from Chi'llwood Support.
Plain-English Summary
Chi'llwood Support helps route account, password, profile, channel, Premium, creator upload, live, chat, safety, copyright, moderation, legal, account deletion, and reliability issues. Support can collect context, ask for verification, open internal review, explain known policy paths, and help users understand what to do next. Support cannot guarantee immediate response, legal advice, app-store refunds, content restoration, account restoration, or emergency response.
Use [email protected] or the in-app support and feedback surfaces when available. Provide a clear summary, the affected account email or user id, content ids, room ids, thread ids, screenshots with secrets removed, purchase identifiers where relevant, and a concise explanation. Do not send passwords, reset tokens, payment card data, service keys, private keys, or unrelated private information.
Account Access and Recovery Help
Support can help users understand sign-in, password reset, account settings, email confirmation, logout, profile visibility, account deletion, suspicious activity, and device/session questions. Some account recovery is handled by Supabase Auth or app-store identity systems, not manually by Chi'llwood. Support may ask users to request a fresh reset email, verify account ownership, confirm recent activity, or provide non-secret identifiers.
Support cannot bypass authentication, reveal passwords, provide another person's account data, transfer ownership without verification, remove lawful holds, guarantee recovery of deleted content, or change app-store credentials. If an account appears compromised, Chi'llwood may restrict sensitive actions, preserve records, revoke sessions where supported, or route the issue to security review.
Creator and Upload Support
Creator support can help with Channel setup, Studio access, upload errors, draft/public visibility, thumbnails, descriptions, processing state, Player playback, public channel display, live event scheduling, replay policy, and creator policy questions. Support can explain that creators must own or have permission for all material and that upload success is not rights clearance.
Support cannot clear copyright, guarantee monetization, guarantee discovery placement, provide legal advice, restore removed content without review, or approve unsafe or infringing uploads. Creators should include video id, title, upload time, error text, device type, app version, and a rights-safe description of the problem. Do not send copyrighted files to support unless requested through a controlled legal or evidence path.
Moderation, Appeals, and Safety Support
Users can report harassment, threats, hate, scams, impersonation, doxxing, privacy violations, unsafe live rooms, abusive chat, copyright issues, illegal content, child-safety concerns, and other violations. Support may ask for content ids, room ids, thread ids, report ids, usernames, timestamps, and screenshots with unrelated private information redacted. Reports may be reviewed by moderation, support, legal, or owner/admin roles depending on severity and permissions.
Support may not disclose enforcement details about other users. Appeals may be available for certain moderation decisions, but not every decision has a guaranteed appeal path or deadline. Severe safety, child-safety, credible threat, exploitation, copyright, legal hold, or fraud issues may override ordinary support timing. Chi'llwood is not an emergency service; users should contact emergency services when immediate danger exists.
Copyright, Legal, and Law-Enforcement Handoff
Copyright notices, counter-notices, rights-holder questions, law-enforcement requests, preservation requests, subpoenas, warrants, court orders, and emergency disclosure requests must follow the Copyright/DMCA Policy or Law Enforcement/Legal Request Policy. Support can route messages to the correct process but should not casually disclose private user data or evidence outside approved legal workflows.
Law-enforcement or legal requesters should include agency, officer/contact name, case number, legal authority, target identifiers, date range, requested records, and emergency facts if emergency disclosure is requested. Chi'llwood may require legal process, preserve data, notify users where allowed, deny informal requests, and record access/export actions in append-only audit systems.
Account Deletion Help
Users can request account deletion through the Account Deletion policy path and support contact. Support may verify identity, explain what can be deleted, identify subscriptions that must be canceled through the store, and route deletion to the approved backend runbook. Some data may be retained for backups, logs, fraud, security, legal compliance, tax, accounting, audit records, legal holds, evidence exports, moderation, disputes, or law enforcement.
Support should not promise instant deletion, full removal from all backups, deletion of another user's conversation context, removal of legal/audit records, cancellation of app-store subscriptions, or deletion of evidence under legal hold. Google Play deletion compliance requires a public web deletion path and an in-app path or clear support path as required by store policy.
Response Expectations and Boundaries
Response time depends on support capacity, issue type, safety priority, account verification, legal complexity, copyright process, and product reliability. Chi'llwood may prioritize child safety, credible threats, active scams, account compromise, legal process, severe harassment, and service outages. Routine product questions, feature requests, and non-urgent billing questions may take longer.
Support can explain current product truth but cannot create fake proof, fake metrics, fake users, fake incidents, fake health, or fake legal compliance. Support cannot expose service-role keys, ops tokens, LiveKit secrets, payment secrets, or private admin credentials. Support should use approved owner/admin tools and audit workflows for sensitive actions.
What Users and Creators Are Responsible For
Users and creators are responsible for what they do with their accounts and what they upload, stream, publish, message, save, display, report, purchase, or share. That responsibility includes account security, truthful profile information, lawful conduct, respect for other people, accurate support requests, and compliance with the Terms, Community Guidelines, Creator Terms, Live and Chat Rules, Copyright Policy, Premium Terms, and feature-specific prompts.
Creators are also responsible for owning or having permission for all video footage, audio, music, beats, samples, images, logos, trademarks, names, likenesses, voices, performances, locations, third-party clips, collaborative material, people appearing in content, livestream guests, speakers, chat or comment attachments, replays, and saved live material. No upload, publish, live, replay, or playback success means Chi'llwood has verified those rights.
What Chi'llwood May Do
Chi'llwood may operate, host, store, cache, back up, stream, reproduce, display, publicly perform, distribute, publish, transmit, transcode, compress, resize, crop, format-shift, make thumbnails, make previews, make snippets, create captions or metadata where applicable, review, moderate, restrict, remove, preserve, investigate, and otherwise process content and account activity as reasonably needed to provide, improve, protect, promote, monetize, secure, troubleshoot, and legally operate the service.
Chi'llwood may remove, restrict, block, disable, demonetize, age-restrict, geoblock, preserve, or review content and accounts for copyright or IP complaints, DMCA notices, legal requests, court orders, law enforcement, safety, community rules, fraud, security, child safety, harassment, threats, platform integrity, account violations, repeat infringement, spam, scams, impersonation, privacy complaints, publicity complaints, or operational reliability.
What Chi'llwood Is Not Responsible For
Chi'llwood is not responsible for user-generated content, user conduct, creator claims, third-party links, off-platform arrangements, unsupported devices, network failures, app-store billing decisions, user mistakes, unlawful uploads, unauthorized music, unauthorized likenesses, inaccurate support submissions, or promises made by users, creators, advertisers, sponsors, guests, viewers, moderators, or third parties except where applicable law says otherwise.
Chi'llwood does not promise uninterrupted service, permanent feature availability, a guaranteed audience, guaranteed views, guaranteed revenue, guaranteed monetization, guaranteed support timing, legal outcome, content restoration, account restoration, refund outside provider rules, or that every harmful item will be found before users see it. Nothing in these policies limits rights that cannot legally be limited.
How to Contact Chi'llwood
For privacy, copyright, support, account, Premium, creator, moderation, law-enforcement, or legal questions, contact Chi'llwood Support at [email protected] unless a policy gives a more specific path. Include the account email or user id if you are asking about your own account, enough information to locate the content or room at issue, and a clear description of what happened. Do not send passwords, one-time codes, payment card numbers, private keys, service-role credentials, or other secrets.
Support can receive requests, route them to the correct owner/admin/legal workflow, ask for verification, and provide status where appropriate. Support is not an emergency service, cannot promise immediate resolution, cannot provide legal advice, cannot guarantee restoration or payment, and cannot override app-store billing rules, court orders, safety restrictions, copyright removals, or lawful preservation requirements.
How This Policy Connects to the App
This policy connects to Chi'llwood accounts, Profile, Channel, creator uploads, Studio, Player, Watch-Party Live, Live Watch-Party, Chi'lly Chat, audio/video calls, notifications, Premium, support, reporting, moderation, owner/admin tools, Live Ops, legal holds, and evidence workflows. Feature names may change, but the same rules apply to equivalent surfaces that let users create, upload, stream, share, view, message, report, pay, subscribe, moderate, preserve, or request help.
If a screen shows a shorter in-app summary, the summary is only a launcher. The full policy text controls subject to applicable law and any later written agreement signed by Chi'llwood. If a public web link is unavailable, Chi'llwood may use the bundled in-app policy page as the current policy source until the public page is updated.
Owner and Admin Support Notes
Owner and approved admin tools may show operational notes so the team can apply this policy consistently. Those notes are for workflow and safety operations; they do not give public users hidden rights and they do not remove the need to follow applicable law. Sensitive admin/legal actions require the scoped permissions, reasons, audit records, and legal-hold rules implemented elsewhere in Chi'llwood.
These policies are operational notice documents, not legal advice to users and not a promise that any single workflow protects against every claim or risk. The goal is clear user notice, consistent operations, evidence preservation, and reasonable risk reduction while Chi'llwood follows the law and keeps internal review records current.