Safety Centre
How to report a concern, make a complaint, and use Casamates safely.
1. Our Approach to Safety
Casamates is designed for private household organisation rather than public posting or discovery. Household members can still create and share content with one another, so we take reports of unlawful, abusive, exploitative, or unsafe behaviour seriously.
Our Code of Conduct explains what is prohibited. Our Terms of Use explain the action we may take when those rules are broken.
2. Children’s Access and Protections
Casamates may be used by young people through adult-created Managed Accounts where that functionality is available. We therefore treat children’s access and safety as part of our product design and safety reviews. Managed Accounts receive restricted permissions and high-privacy defaults.
Protections for Managed Accounts include:
- adult creation and guardian controls;
- no public search or discovery;
- no mobile session replay or personalised advertising;
- location off by default;
- restricted administration, invitation, and purchasing powers;
- household, reporting, blocking, and removal controls; and
- age-appropriate privacy and safety information.
We assess how Casamates could expose children to illegal or harmful content and review relevant controls when features, risks, or legal requirements change. Read our Privacy Notice for Young People.
3. What to Report
Please report:
- child sexual abuse, grooming, or exploitation;
- credible threats, stalking, harassment, bullying, or hate;
- non-consensual intimate material or other sexual exploitation;
- fraud, impersonation, coercion, or financial abuse;
- unlawful content or serious privacy violations;
- attempts to bypass child, guardian, or security controls; or
- another material breach of our Code of Conduct.
4. How to Report
Use the in-app report, block, remove-member, or leave-household control where one is available. You can also email support@casa-mates.com with the subject "Safety report". Tell us:
- what happened and why you are concerned;
- the account, household, feature, or content involved;
- approximately when it happened; and
- how we can contact you about the report.
Do not email child sexual abuse material, intimate imagery, passwords, payment details, or other unnecessary sensitive information. Preserve relevant details without forwarding unlawful material. We may ask for additional information through an appropriate channel if needed.
5. What Happens After a Report?
We review reports according to their seriousness and prioritise child exploitation, imminent harm, and credible threats. Depending on the circumstances, we may preserve evidence, restrict access, remove content, warn a user, suspend or terminate an account, or make a report to an appropriate authority. We may be unable to tell you every action taken because of another person's privacy, safety, or a legal restriction.
We do not proactively read every private household entry. We may review reported content and relevant account information when reasonably necessary to investigate a report, protect users, enforce our rules, or comply with law.
6. Complaints and Appeals
If you are dissatisfied with our handling of a safety report, or believe content or an account was restricted by mistake, email support@casa-mates.com with the subject "Safety complaint". Include the earlier report or decision reference where available and explain the outcome you are asking us to review.
A person who was not responsible for the original decision will review the complaint where reasonably practicable. We will consider the available information and communicate an outcome within a reasonable period. Safeguards may remain in place while a serious safety or legal risk is being reviewed.
7. Immediate Danger and Law Enforcement
If you or someone else is in immediate danger, contact local emergency services. Casamates is not an emergency monitoring or response service and cannot guarantee that a report is read immediately.
Law-enforcement and other authorised government requests should be sent to support@casa-mates.com from an official address. We assess requests under applicable law and may ask for identity, authority, scope, and legal-process information.
8. Accountability and Review
PMD AI Labs Ltd is responsible for Casamates safety governance. We keep relevant safety assessments and decisions under review, including when significant features or child-access arrangements change. Reports and complaints help us identify emerging risks and improve proportionate safeguards.
Contact PMD AI Labs Ltd at support@casa-mates.com. PMD AI Labs Ltd is registered in England and Wales under company number 16432165. Our registered office is 20 Wenlock Road, London, N1 7GU, England.
Last updated: 2026-09-13