CallPal and your safety.

CallPal is AI, not a person. It can make mistakes and is not a therapist or emergency service. It is intended for adults 18 and older. It may be unsuitable for some people, including people who find a simulated relationship confusing or distressing.

Our operating protocol

safety-2026-09-12 · Updated September 12, 2026

1. Identify the service. Web chat displays an AI identity notice and repeats it during long interactions. Phone callers review and accept AI and audio-processing notices on the website before calling; those notices are not repeated during the call. Text channels display their AI notices. CallPal must not present itself as a human, therapist or deceased person.
2. Look for concerning language. Local text rules look for direct and some indirect references to suicide, self-injury and immediate danger. They include examples in English, Spanish, Portuguese, French, Russian and Ukrainian. They can consider the last two user messages for a short continuation. These are limited rules, not a diagnosis or complete coverage of any language. Voice depends on usable transcription and the enabled voice safety path.
3. Offer human help. When the fixed text check matches, it returns a prepared crisis-resource response without a model call or paid exchange. Web guidance can work even if paid chat or sign-in is unavailable. In ordinary generated replies, the model is instructed to respond supportively, avoid harmful instructions and refer concerning situations to people and crisis services.
4. Do not claim an emergency response. CallPal does not provide continuous human monitoring, evaluate your safety, call emergency services or contact family for you. Automated checks can miss meaning, language, sarcasm or transcription errors. A missed signal or a failed connection is possible. Do not wait for CallPal to arrange help.
5. Respect stopping and spending. Replies must not use guilt, exclusivity, fear of abandonment or pressure to spend. You may stop or take a break whenever you choose. Safety information and account help do not require another purchase.
6. Restrict known-minor companionship. When a signed-in person clearly states they are under 18, CallPal records a minimal age-review restriction and stops new purchases/conversations. It does not ask for identity documents in chat. If a statement was misunderstood, use account help for operator review. Refund and privacy rights remain available; do not create another account to bypass the review.

Phone safety guidance depends on the carrier and transcription. The prepared voice path uses English, Spanish, Portuguese, French and Russian guidance; Ukrainian voice currently falls back to English. Ukrainian text guidance remains available. Provider and audio checks must pass before a phone language is offered as tested.

Privacy and review

A fixed web safety response returned before paid admission is not saved to companion history or memory. It is shown in the current page only. Existing conversation records follow the privacy notice. The age-review record contains a reason and timestamp, not a copy of the statement or a birthdate. We do not create a health or grief profile from a safety response.

Report an upsetting or misleading reply through account help. This is an operator-review queue, not an urgent help channel. Describe the issue without pasting private conversations. Product testing checks fixed referrals, refusals, pricing, stopping and language examples; it does not establish clinical effectiveness.

For human-help information, see the 988 Lifeline’s support guidance. CallPal is not affiliated with the Lifeline.