Code of Conduct
The community rules that keep Trustpanion safe, respectful and strictly platonic.
1. Strictly platonic. Strictly non-sexual. Always.
1.1. Trustpanion is real, platonic companionship and everyday help. It is not a dating app, an escort service, or a place to seek or offer romance or intimacy. 1.2. Never permitted, in any form: offering, requesting, implying, advertising or agreeing to sexual or romantic services; sexualised profiles, photos or messages; using a Booking to pursue a romantic or sexual relationship; "testing the waters" with suggestive comments. 1.3. This applies on and off the Platform whenever a Trustpanion connection is involved — in messages, during Sessions, and afterwards. 1.4. Breaking this rule ends your time on Trustpanion: immediate permanent removal, block-list entry, and — where the law may have been broken — referral to the authorities. There are no second chances on this rule.
2. Respect and consent
2.1. Treat everyone with courtesy and decency. No harassment, intimidation, pressure or manipulation. No discrimination or hate — on any grounds, in any form. 2.2. Comfort and consent lead every Session. Either person may end a meeting at any time, without justification and without penalty from the other. "I'd like to stop here" is always a complete sentence. 2.3. Respect boundaries around photos: no photographing or recording anyone without their clear agreement, and never share someone's image or personal details without permission.
3. Safety first
3.1. Meet in public for a first meeting, and prefer public places generally. Plans in private settings deserve extra thought and clear prior agreement. 3.2. Use the tools built for you: share your plan with a trusted contact before meeting; use the session start and end codes (the Client controls them); keep messaging in-app; block and report freely. 3.3. In an emergency, call local emergency services first — 999 (UK), 133 Carabineros (Chile), 911 (US) — then tell us. 3.4. Trustpanion verifies identity on both sides and moderates in-app messaging, but we are not present at Sessions and do not supervise them. The tools reduce risk; your judgement completes them. If something feels wrong, leave — and report it. 3.5. No Session under the influence: don't attend a Booking impaired by alcohol or drugs, and don't pressure anyone to drink or consume anything.
4. Be real and stay verified
4.1. One person, one account, real identity, honest photos. No impersonation, no fake or "managed" profiles, no misleading claims about who you are or what you offer. 4.2. Keep your verification current, and complete the level your activity requires (Level 3 before any older-adult companionship). 4.3. Never lend your account or let someone else attend a Session in your place. Verification only protects people if the verified person is the one who shows up.
5. Money, time and fair dealing
5.1. Right now, payment is agreed directly between Client and Companion — the Platform does not process payments yet. So be transparent: agree the price, what it covers and the payment method in the in-app chat before the Session, so both sides have a record. 5.2. Honour what you agreed: the time, the plan, the price. Arrive on time; if you must cancel, do it as early as possible and in-app. Repeated no-shows and late cancellations are enforced against — on both sides. 5.3. The price is for the Companion's time. Unless agreed otherwise in the Booking, each person covers their own food, drinks and tickets, and the Client covers activity costs of the plan they proposed. 5.4. No agency over anyone's money or purchases. Companions must never take custody of a Client's cash, bank card, PIN, valuables or financial accounts; never make a purchase on a Client's behalf; and never pay a Client's bills. This holds for every Client, and for older adults it is absolute and unforgiving (Section 7). 5.5. No pressuring for tips, gifts or loans — in either direction. 5.6. Keep booking and communication records on the Platform. Moving off-platform before a first meeting — or to hide conduct — removes the protections that keep everyone safe, and soliciting it is a breach of this Code. (When in-app payments launch, paying through the Platform will also become the rule.)
6. Communication standards
6.1. In-app messages are moderated for safety. Write like the verified, real person you are: no spam, no scams, no phishing, no soliciting for other services or platforms. 6.2. No sharing of other people's personal data, and no requesting personal details that the plan doesn't need.
7. Older adults: extra care, hard lines
Companionship for older adults is one of the most meaningful things on Trustpanion — and it carries the strictest rules. 7.1. Company, never care. Conversation, walks, shared activities, presence. Companions must never provide personal or clinical care: no medication (not even a reminder organiser), no bathing, dressing or toileting, no lifting or mobility support, no feeding, no wound care, no nursing or therapeutic services of any kind. If a care need appears, the answer is kind and clear: "That's something a professional carer needs to do — let's tell your family/programme contact." 7.2. Hands off their money and their purchases — absolutely. Never handle an older adult's cash, bank card, PIN, banking, valuables or legal documents. Never buy anything on their behalf. Never pay their bills. Never witness signatures, never accept gifts beyond token courtesy, never become involved in wills, property or finances. On a shopping trip you accompany them: they choose what they buy, they handle their own money and they pay for their own purchases; you are there for the company and to help with the bags. If they ask you to go and buy something for them, say no — warmly — and offer to go with them instead. This is not bureaucracy. Financial exploitation is the most common form of elder abuse there is, and this line is what keeps you a companion and not a carer. 7.3. You do not drive them. Companions never transport a Client, whether paid or unpaid. To an appointment or an outing you travel together, and any taxi or transport is booked and paid for by the older adult or their family. Getting behind the wheel to take someone to receive health or social care is not companionship, and it is not what you are verified to do. 7.4. Level 3 verification is mandatory before offering older-adult companionship — no exceptions, including within Institutional Programmes, which may add their own checks and training. 7.5. Watch, and speak up. If you notice signs of abuse, neglect, self-neglect, confusion that puts the person at risk, or anyone else exploiting them — report it to us immediately and, in an Institutional Programme, to the programme's safeguarding contact. 7.6. Keep the relationship warm, platonic and traceable: sessions booked in-app, codes used, notes honest.
8. Honest reviews
8.1. Review only Sessions that actually happened, and say what you honestly experienced. Two-way reviews are how trust compounds on Trustpanion. 8.2. Prohibited: fake reviews, reviews for undisclosed incentives, review swaps, retaliatory reviews, and any pressure on someone to change or remove a review. (In the UK, fake and incentivised reviews are also banned commercial practices under the DMCC Act 2024.) We verify that reviews come from completed Sessions and remove reviews that break these rules.
9. Content rules
Profiles, photos and messages must be lawful, honest and platonic in presentation: no nudity or sexualised imagery, no violent or hateful content, no promoting other services, no other people's private information, nothing that misrepresents what Trustpanion is.
10. Reporting, enforcement and appeals
10.1. Report anything that breaks this Code: in-app or at team@trustpanion.com. Reports are reviewed by people, treated confidentially, and never punished when made in good faith — including reports that turn out to be mistaken. 10.2. Enforcement ladder. Depending on severity and history: warning → content removal → feature restrictions → suspension → permanent removal. Some things skip the ladder: sexual/romantic solicitation (Section 1), endangering an older adult (Section 7), violence, threats, fraud, or under-18 use mean immediate permanent removal, and serious matters are referred to the authorities. 10.3. Block list. People removed for serious breaches are added to a preventive block list (stored as hashed email/phone identifiers) so they cannot simply re-register. 10.4. Appeals. If you believe we got it wrong, write to team@trustpanion.com; a person will review your case and reply with the outcome.
11. The spirit of the thing
Rules can't list everything. If you're wondering whether something belongs on Trustpanion, the test is simple: would both people, their families, and a safeguarding officer be comfortable seeing it exactly as it happened? If not, don't. Questions or reports: team@trustpanion.com.