Content Moderation Policy

This policy explains how Wander Hearts reviews content and behaviour on the Platform, what happens when something violates our rules, and how you can ask us to reconsider a decision. It works alongside our Terms of Service and Community Guidelines, which set out the rules themselves — this policy explains how we enforce them. 

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1. What We Moderate 

We review content and conduct across the Platform, including: 

• Profile photos and profile text (bio, prompts). 

• Reports submitted by other members about a profile or interaction. 

• Conduct during a Wander Hearts Experience, where it's reported to us or otherwise comes to our attention. 

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2. How We Moderate 

We use a combination of automated tools and human review: 

• Automated photo screening — every photo you upload is automatically screened using Amazon Rekognition to detect nudity, sexually explicit imagery, and graphic violence before it can be published to your profile. 

• Automated face verification check — an optional, on-device liveness check (see our Privacy Policy) that adds a Verified badge to your profile; this is an authenticity check, not a content-moderation review. 

• Human review — our team reviews reports submitted by members. 

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3. Reporting 

You can report a profile or a specific interaction, and block another member, directly within the app at any time: 

• Reporting sends the profile or interaction to our team for review; it does not notify the other member. 

• You don't need to unmatch or stop talking to someone before reporting them. 

Reports made in bad faith — including to harass someone or targeting them based on a protected characteristic — may result in action against your own account, as described in our Community Guidelines. 

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4. Enforcement Actions 

Depending on what happened and how serious it is, we may take one or more of the following actions: 

• Removing the specific content in question. 

• Issuing a warning. 

• Temporarily suspending the account. 

• Permanently removing the account, with no refund of any Commitment Deposit, consistent with our Refund & Cancellation Policy. 

 

Conduct outside the app counts too. If we become aware of harmful behaviour between members during a trip or an experience, we may take action on the account as if it happened on the Platform itself. 

 

These will always result in immediate, permanent removal — no warning, no exceptions:  

• Any sexual content involving, or that sexualizes, minors  

• Threats or acts of physical or sexual violence, or promotion of self-harm or violence against others  

• Exploitation, trafficking, or coercive behaviour of any kind  

• Fraud, scams, or catfishing intended to deceive or extract money  

• Hate speech or targeted harassment based on a protected characteristic 

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5. Automated Decisions and Your Right to Human Review 

Our automated photo screening (Section 2) makes some decisions — like rejecting a photo — without a person reviewing it first. If you believe a photo of yours was rejected in error, you can ask us to have it reviewed by a person. 

• Requesting human review is optional and always available to you — it's your choice whether to ask for it. 

• To request a review, contact us at support@wanderhearts.ca with your account details and information about which photo was affected. 

• For members in Quebec, this reflects your right under Quebec's privacy law to be informed when a decision about you is made using automated processing, and to have it reviewed. 

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6. Appeals 

If you believe we made a mistake in taking action on your account — including a warning, suspension, or permanent removal — you can ask us to reconsider: 

• Contact us at the email address in Section 7, including your account details and why you believe the decision was incorrect. 

• We aim to review and respond to appeals and human-review requests within 7 business days. 

• Some decisions — including the zero-tolerance violations listed in Section 4 — are final and not eligible for reversal, though we will still review the report itself for accuracy. 

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7. Questions or Concerns 

This policy may be updated from time to time as the Wander Hearts community grows — we'll post the current version here, with the date it was last updated at the top. 

Wander Hearts 

Email: support@wanderhearts.ca