Welcome to our dating app Cloud9Love (“Cloud9”). We are pleased that you have joined us and hope that you enjoy using Cloud9.
We are committed to ensuring that you will feel safe both online and in real life and to be able to be your true self without fear or judgement from other users.
In order to ensure that we can keep our dating app community safe we have to ensure that you will also be equally responsible for your own behaviour and conduct. This will allow us to maintain a safe and enjoyable dating experience for all users.
We have outlined the below behaviours and principles which we feel will allow us to achieve appropriate conduct and safety to and from all users.
It is important that you carefully read the below conduct and safety policy commitments so that you understand your responsibility as well as what we expect from all other users to maintain a consistent standard.
Your behaviour
We expect you to treat other users exactly how you would expect to be treated and that includes being polite and kind in your interactions.
We will not tolerate the following misconduct and in the event that any of the below are reported against you by another user or on our review, we will investigate the matter and this will include either restricting or permanently banning your account depending on the individual circumstances and nature of misconduct. You might also be reported to the police.
If your account has been restricted, we reserve the right to monitor your account usage with our moderation team.
Use of violence, physical harm, mental or psychological harm (actual or intentional):
You must never use violence, physical harm, mental or psychological harm and/or threaten to do the same with anyone whether actual, verbal, physical or written. This includes using violent, brutal and graphic content whether photographic, written and/or videographic.
Harassment and bullying:
You must not bully, intimidate, defame, harass or stalk other users. Cloud9 has a zero tolerance policy for abuse and all reports of harassment, intimidation and bullying will be taken very seriously. If a fellow user decides to block you you must not try to find other means of communicating with them and we expect you to leave them alone.
Hate content (speech, written and videographic) and discriminatory behaviour:
We will not accept hate speech, racism, discriminatory conduct and/or bigatory towards other users or groups. We expect you to be respectful with other members in your interactions and mindful of other backgrounds and cultures. It is important for Cloud9 that we embrace diversity and promote an inclusive safe space for our users.
Your profile:
Please refrain from posting written or visual/photographic content, which is or can be interpreted as violent, abusive, defamatory and/or abusive by someone else. Also remember everyone has their own life experiences, personal beliefs and opinions and you may end up offending or upsetting another user through your profile and/or actions.
Communications:
We expect you to ensure your messages and visuals to other users are kind as opposed to intimidating, offensive or upsetting. In the event a user reports your to us we will investigate the matter and decide the appropriate action which could include a warning, restricting your account with moderation or in serious cases, banning your account.
Being respectful:
One of the main foundations of successful dating experiences is based on respect and we expect our users to be kind and respectful with others.
We would like to reassure you that our customer care team is here to help you to ensure that your experience of using Cloud9 is as safe and enjoyable as possible. Likewise, we expect our users to never send threatening, aggressive or abusive messages to our team under any circumstances and this will not be tolerated.
Photographic images and video graphic content
We understand that you may wish to share visuals to show your personal experiences and who you are to other users or those you are messaging. However, we must ensure proper conduct on this platform and refrain from the below circumstances.
We will permanently ban your Cloud9 account in the event that we find you posting the following images/visuals or on your profile or through communications:
- Racist or hate content;
- Nudity, sexually explicit imagery or pornogaphic content;
- Violence, violent gestures, harassment or threatening behaviour, or gruesome content;
- Any form of criminal activity or drug use.
We will restrict your account with moderation if you post any of the following on your profile or through communications:
Trademark and copyright infringement
You must not post any content that will or is likely to violate or infringe on another individual or company/organisation’s privacy, copyright, trademark and other intellectual property.
Child safety
We take child safety very seriously and have a zero tolerance policy of any children under the age of 18 featuring in your photos/videos whether on profile or in messages. We will remove the same from your profile on review and this could lead to a warning, restricting your account and in repeated instances, banning your profile.
In the event that we find that you have posted images with children, which could be actual or interpreted to be committing a criminal offence, we will permanently ban your profile and will be obliged to report your profile to the police and/other authorities.
Messages
Please do not message other users with unwelcomed sexually explicit language, messages or content and/or unwelcomed sexual propositions. If you are reported we will take this misconduct seriously.
Prostitution, escorting, trafficking and solicitation – We will not allow a user requesting, promoting or advocating for commercial sexual services and/or non-consenual sexual acts. Your account will be permanently banned if you request and/or promote/advocate the same.
Personal information – Please do not ask another user for their personal information such as their work or home address, email address or any other personal information including financially related etc. This list is not exhaustive. It is important that you do not share such private information on Cloud9 with other users whether you wish to provide this or other requests the same as this would be a safety concern.
Illegal activity – Refrain from any conduct which is actual or interpreted to be illegal within the laws of England and Wales, Scotland and Ireland. Any criminal activity will be investigated and your account will be permanently banned. We will also report this to the police/authorities, if appropriate.
Personal safety
It is important to keep personal safety at the forefront of your mind at all times when online dating. If you feel unsafe whether online using our app or in real life because of another user, please report this to our customer care as soon as possible.
Age – In order to use Cloud9 you must be at least 18 years of age or older. In the event we find that you are under 18 (a “minor”) then we will remove your account and you will be permanently banned from using Cloud9. If you are a fellow user who has met someone on Cloud9 who has indicated that they are a minor, please log a report with our customer care team immediately so that we can keep the individual concerned and our Cloud9 community safe.
Personal or sensitive information – We expect that our users will avoid sharing or displaying such personal information on their profile or through communications as this could run the risk of impacting on their safety or that of someone else.
Building rapports – Please only share what you feel comfortable with when messaging our users and if you are in any doubt then it is best not to share. We also advise that you keep all messages within the Cloud9 app until you feel comfortable to share contact numbers or are in the process of meeting up with a user in person/speaking/videocalling another user.
We recommend our users take their time to get to know other users and to send at least 7-10 or more messages on the platform before they decide to meet up or speak to another user.
If you find that you are messaging another user who later starts to breach our conduct and safety policy, please log a report with our customer care team, so that we can help.
Being authentic
Our community guidelines apply both online and in real life. And your personal safety and that of other users is key when using Cloud9.
We ask that all our users are themselves and show their true selves on the Cloud9 app and to avoid the following misconduct or misbehaviour which could put someone else in an unsafe, uncomfortable or upsetting position.
Scam and “catfishing” profiles – For example impersonating another person or an entity, soliciting money or business or defrauding another. The whole point of dating is to be yourself and to let others see who they are communicating with.
Multiple accounts – You are not allowed to create additional profiles and if you are found to be making multiple accounts then your accounts will be permanently banned.
Profile images – The photos on your profile should be focused on you and therefore on review we may have to remove images where your face is not clear or it is obstructed. This is for safety reasons and to ensure our users are genuine. Sunglasses and hats and pets will be allowed provided your entire face is visible.
The use of filters is to be avoided to ensure that our users can see clear unedited images of the person they are speaking with. Likewise, you are not allowed to post cartoon images or memes including images with watermarks or text on the same. Such images will be removed from your profile on review.
We are unlikely to approve group images on review as it can be confusing for our users to identify the person they are communicating with. We advise that you avoid posting group images, for this reason.
Terminating your account
We reserve the right to restrict or terminate your account permanently, if one or more of our policy requirements has been breached. In some instances we will be obliged to report you to the police/authorities for criminal activity.
Cloud 9 may also terminate your account without a refund for the remainder of your account subscription for account misuse.