Safety at Xolace

Every message is checked first

Before Xolace writes anything back, what you wrote is screened by a set of safety rules and an outside moderation service.

1. Level 1NoneA normal session.
2. Level 2GentleA normal session, written with more care.
3. Level 3ElevatedThe mirror still comes back. Kindling makes no suggestions.
4. Level 4CrisisCrisis resources replace the session. The moment is recorded.

• Every reflection is checked before the AI responds, including each time you add more.
• The check gives one of four levels: none, gentle, elevated or crisis.
• Stories about getting through something hard are recognised, and not mistaken for danger right now.
• Vent, the voice space, has its own crisis check.
• When the level is elevated or crisis, Xolace stops suggesting support tools. Safety leads.

What happens at crisis

Xolace is not a crisis service. When a message reads as crisis, the app stops the session and puts real crisis lines in front of the person.

• At crisis, the person sees crisis resources instead of a normal session.
• The moment is recorded.
• Crisis resources are never behind Xolace Plus.
• A crisis session is saved without its words, and never shared with anyone.
• During a session, the app's crisis screen shows Ghana lines and a link to find help anywhere. The app also has a Crisis Resources page with lines for 10 countries, based on your phone's region.

Xolacers: the people you can talk to

Xolacers are volunteer peer listeners. They are not therapists or counsellors in a clinical sense.

• No one can make themselves a Xolacer. Only our team can give someone that role.
• Xolacers are trained by a partner organisation.
• Each Xolacer has met the founders in person before getting the role.
• Our team supervises Xolacers and stays in touch with them.
• AI checks Xolacer chats for harassment, spam and people sharing contact details. It checks each message after it is sent.
• If a message in a chat signals crisis, a card with support is posted into the chat.
• We keep only the check's verdict, not the message.
• In a Xolacer chat, either person can report or block the other. Blocking is permanent.

Age

Xolace is for people aged 13 and over.

• You must be 13 or older to use Xolace.
• Chatting with Xolacers is for people 18 and over.
• When you sign up, the app asks your age range.

What Xolace is not

Being clear about this is part of keeping people safe.

• Xolace is not therapy, and it does not diagnose anything.
• It is not a crisis service. If you are in danger, call your local emergency number.
• The AI does not invent advice. Support comes from a set of tools we built, and the AI routes you to them.
• No clinician reviews Xolace yet. The founders review every support tool and how the AI behaves.