Trust & Safety Policy
Reading note. Each section states its Purpose, its Scope, How Tirvea operates, and the Possible outcomes, with cross-references. Outcomes are drawn from the single enforcement ladder in §23-§25; naming them per section is indicative, not a fixed tariff. A foundational operating principle runs through this document: automated systems never impose permanent bans on their own - a permanent outcome always involves human review.
1. Purpose
Purpose. To explain how WiseWave Limited operates Trust & Safety on Tirvea so that members can use an adults-only dating service safely, and so that our safety decisions are consistent, proportionate, and accountable.
Scope. Applies to all members, content, and interactions on the Service, and to the systems and teams that keep it safe.
How Tirvea operates. We combine safety-by-design, automated detection, trained human reviewers, and clear enforcement and appeal processes, all governed by the policies referenced above.
Possible outcomes. The full range of safety actions in §23-§28, from guidance to permanent removal, and cooperation with authorities where required.
2. Trust & Safety Principles
Purpose. To state the principles that guide every decision.
Scope. All Trust & Safety activity.
How Tirvea operates. Our work is guided by: safety-by-design (building safeguards into features); proportionality (matching the response to the harm); human accountability (automation assists, humans decide consequential outcomes); fairness (consistent decisions with a route to appeal); transparency (clear reasons and reporting); privacy (using the least data necessary - see Privacy Policy, /legal/privacy); and due process (notice, reasons, and appeal, consistent with the Digital Services Act).
Possible outcomes. These principles inform, and constrain, all outcomes in this Policy.
3. User Safety
Purpose. To protect members from harm on and, so far as we can, beyond the Service.
Scope. All members and interactions, including messaging, matching, discovery, and offline meeting arranged through the Service.
How Tirvea operates. We provide in-product safety tools (blocking, reporting, safety notices), detect harmful patterns (fraud, scams, harassment), publish safety guidance (Community Guidelines §11-§12, /legal/community-guidelines), and may issue in-product safety notices to members who appear to be targeted (for example, by a suspected scammer).
Possible outcomes. Safety guidance, protective restrictions on other accounts (§23), removal of bad actors (§25), and, in emergencies, escalation to authorities (§30 and §29).
4. Platform Integrity
Purpose. To protect the systems that make trust possible - verification, moderation, ranking, and security.
Scope. All Platform systems and the signals that feed them.
How Tirvea operates. We defend against manipulation of matching, discovery, and ranking; detect duplicate and evasion accounts (§10); protect verification and moderation systems from spoofing (§5-§6); and coordinate with the Security Policy (/legal/security) and Acceptable Use Policy (/legal/acceptable-use) on technical abuse.
Possible outcomes. Restriction or removal of manipulative accounts (§23-§25), infrastructure blocking, and referral where unlawful (§29).
5. Identity Trust
Purpose. To raise confidence that members are real people using their own identity.
Scope. Identity Verification (Stripe Identity) and its use in safety decisions.
How Tirvea operates. Identity Verification is performed by Stripe Identity; in our systems we retain only the outcome and an opaque provider reference, never identity documents or selfies (see Identity Verification Policy, /legal/identity-verification, and Privacy Policy §10, /legal/privacy). Verification outcomes feed risk scoring (§9) and case prioritisation (§21).
Possible outcomes. Verified status; a requirement to verify or re-verify; PHOTO_REVIEW_REQUIRED or restriction on failure or suspected fraud (§23 and §26).
6. Photo Verification
Purpose. To confirm that the person using an account matches its profile photographs, reducing impersonation and fake profiles.
Scope. Photo Verification (AWS Face Liveness and AWS Rekognition) and the biometric processing it entails.
How Tirvea operates. Photo Verification uses AWS Face Liveness (to confirm a live person) and AWS Rekognition (to compare against profile photos). It relies on explicit consent for biometric processing; in our systems we hold only an opaque reference and the outcome, never images, video, face geometry, or similarity scores (see Photo Verification Policy, /legal/photo-verification, and Biometric Information Policy, /legal/biometric-data). A verification result can trigger manual review (§8) and can later be revoked (§27).
Possible outcomes. Verified photo status; PHOTO_REVIEW_REQUIRED; manual review; revocation of verification (§27).
7. AI-assisted Moderation
Purpose. To detect potential harm at scale and route it for the right response.
Scope. Automated detection across content and behavioural signals (for example, photos, messages, and account patterns).
How Tirvea operates. Our decision engine works on the principle signals → severity → action: automated classifiers produce severity bands (for example, low, medium, high, and critical), and certain signals (such as a high minor-risk indicator) are treated as critical regardless of other factors. Automated systems assist human reviewers; they open cases and can apply temporary, reversible measures, but they do not impose permanent bans. Detail is in the AI Moderation Policy (/legal/ai-moderation).
Possible outcomes. Automated flagging, case creation, temporary/reversible measures pending review (§23), and escalation to human moderators (§8). Permanent outcomes require §8.
8. Human Moderation
Purpose. To ensure that consequential decisions are made by trained people.
Scope. Review of cases raised by automated systems, reports, or investigations.
How Tirvea operates. Trained moderators act through an internal case queue, applying our policies with graduated enforcement. Human review is required for consequential and permanent outcomes; automation escalates at most to a temporary state (such as suspension) with an urgent, high-severity case for a person to decide. Moderators record reasons to support statements of reasons (§17, §28) and audit logging (§37).
Possible outcomes. Any action in §23-§27, a statement of reasons, or no action where a report is unfounded.
9. Risk Scoring
Purpose. To prioritise attention and gate risky actions using a privacy-preserving risk signal.
Scope. Verification and safety decisions informed by risk.
How Tirvea operates. A Verification Risk Engine weighs normalised safety signals and outputs a risk band - LOW, MEDIUM, HIGH, or CRITICAL. A CRITICAL band blocks automatic verification and forces manual review (§8). By design, the engine outputs only a band and normalised signal names; raw vendor scores, similarities, and biometric embeddings never enter or leave it, protecting sensitive data. Thresholds are configuration-driven and reviewed. Risk scoring informs, but does not by itself permanently penalise, an account (see Privacy Policy §31 and §33, /legal/privacy).
Possible outcomes. Prioritised review, a requirement for manual verification, temporary gating of actions (§23); never a solely-automated permanent ban.
10. Duplicate Detection
Purpose. To enforce the one-genuine-account principle and detect evasion.
Scope. Account creation and operation, including ban-evasion attempts.
How Tirvea operates. We use privacy-safe signals (including a self-issued, hashed device identifier - we deliberately do not fingerprint) to detect duplicate and evasion accounts, as described in the Privacy Policy §30 (/legal/privacy) and Acceptable Use Policy §10 and §32 (/legal/acceptable-use). Raw identifiers are not persisted; only salted hashes are used.
Possible outcomes. Consolidation or removal of duplicates, action across linked accounts for evasion (§23-§25).
11. Fraud Detection
Purpose. To identify and stop fraudulent activity that harms members or the Service.
Scope. Payment fraud, account takeover, identity fraud, and related abuse.
How Tirvea operates. We combine risk signals (§9), verification outcomes (§5-§6), payment-partner signals (Stripe), and behavioural detection to identify fraud, with human review for consequential action. Data-protection aspects are governed by the Privacy Policy §30 (/legal/privacy).
Possible outcomes. Restriction, suspension, or removal (§23-§25); referral to authorities and payment partners (§29).
12. Scam Prevention
Purpose. To protect members from romance scams and financial exploitation, a primary dating-platform risk.
Scope. Messaging and interactions where scam patterns arise.
How Tirvea operates. We detect known scam patterns, may present safety notices to potentially targeted members, and investigate reports of scams, blackmail, sextortion, and extortion (Community Guidelines §22, /legal/community-guidelines).
Possible outcomes. Safety notices to members, suspension or removal of offenders (§24-§25), and referral to authorities (§29).
13. Harassment
Purpose. To operationalise our response to harassment, bullying, and threats.
Scope. Reports and detected conduct involving targeting of members.
How Tirvea operates. We assess reports and signals against the Community Guidelines §13-§15 (/legal/community-guidelines), prioritising credible threats (§20-§21), and take proportionate action. We do not re-state the conduct rules here; we apply them.
Possible outcomes. Warning, restriction, suspension, or removal (§23-§25); referral for credible threats (§29-§30).
14. Child Safety
Purpose. To operationalise our zero-tolerance stance on any child-safety violation. Full standards are in the Child Safety Policy (/legal/child-safety).
Scope. Any content or conduct that sexualises, exploits, or endangers a child, and any suspected under-18 use.
How Tirvea operates. Suspected child-safety signals are treated as critical and prioritised above all else (§7 and §21). We remove offending accounts immediately, preserve relevant evidence (§18), and make reports to the appropriate authorities and hotlines, cooperating fully with law enforcement (§29). We operate age assurance and remove accounts believed to belong to minors.
Possible outcomes. Immediate permanent removal (§25), evidence preservation and reporting, and law-enforcement referral. [Legal review required before publication - confirm mandatory-reporting obligations and designated bodies (national hotlines; NCMEC where applicable) for the launch jurisdictions.]
15. Self-harm Response
Purpose. To respond with care to members in distress while removing content that promotes harm.
Scope. Reports and signals indicating self-harm risk or harmful content.
How Tirvea operates. We prioritise member welfare: where a member appears at risk, we may surface supportive resources rather than take punitive action; we remove content that encourages or instructs self-harm (Community Guidelines §32, /legal/community-guidelines).
Possible outcomes. Provision of support resources, removal of harmful content, and restriction or removal of those who promote harm to others. [Legal review required before publication - confirm crisis-resource signposting for the launch jurisdictions.]
16. Illegal Content
Purpose. To handle illegal content in line with our legal obligations, including the Digital Services Act.
Scope. Content that is unlawful under applicable law (for example, CSAM, illegal hate speech, terrorist content).
How Tirvea operates. We operate a notice-and-action process: illegal content can be reported (§19) or detected (§7), is assessed and removed where confirmed, and is preserved and referred where required (§18 and §29). We distinguish illegal content (legal removal duties) from content that merely violates our policies (contractual removal), handling each appropriately.
Possible outcomes. Removal, restriction, suspension, or permanent removal (§23-§25); preservation and referral (§18 and §29). [Legal review required before publication - confirm illegal-content categories and notice-and-action mechanics against the Digital Services Act and Irish implementing law.]
17. Content Review
Purpose. To explain how content is reviewed and how reasons are given.
Scope. Photos, profile content, and messages assessed for policy or legal breaches.
How Tirvea operates. Content flagged by automated systems (§7) or reports (§19) is reviewed by humans for consequential decisions (§8). For significant decisions we provide a statement of reasons to the affected member and information about how to appeal (§28), consistent with the Digital Services Act.
Possible outcomes. Content removal or restoration, account action (§23-§25), a statement of reasons, and an appeal route (§28). [Legal review required before publication - confirm statement-of-reasons drafting against DSA Art. 17.]
18. Evidence Handling
Purpose. To preserve and handle evidence lawfully and proportionately.
Scope. Material relevant to investigations, enforcement, appeals, and legal requests.
How Tirvea operates. We preserve relevant evidence for the time needed for investigation, appeal, legal obligation, or referral, applying data minimisation and the Data Retention Policy (/legal/data-retention). Access is limited to authorised personnel and logged (§37). Sensitive material (for example, child-safety material) is handled under strict, purpose-limited procedures and preserved for lawful referral.
Possible outcomes. Retention for the required period, disclosure to authorities where lawful (§29), and deletion when no longer needed. [Legal review required before publication - confirm lawful handling and retention of child-safety evidence.]
19. Reports
Purpose. To explain how members and others report problems and how we respond.
Scope. In-product reports of content or conduct, and dedicated routes for specific matters.
How Tirvea operates. Members report through in-product tools; specific matters use dedicated routes - copyright via the Copyright Policy (/legal/copyright), security via the Vulnerability Disclosure Policy (/legal/vulnerability-disclosure), and legal requests via the Law Enforcement Guidelines (/legal/law-enforcement). Reports are triaged and prioritised (§21). Reporters are protected, and report data is handled per the Privacy Policy (/legal/privacy).
Possible outcomes. Assessment and action under §22-§25, feedback to the reporter where appropriate, and no action for unfounded reports (§35).
20. Emergency Reports
Purpose. To ensure urgent risks to life or safety are escalated quickly.
Scope. Credible threats, child-safety concerns, and imminent harm.
How Tirvea operates. We advise members to contact local emergency services first, then report to us. Emergency reports are treated as critical and fast-tracked (§21), triggering rapid review, possible emergency suspension (§23), evidence preservation (§18), and, where appropriate, emergency disclosure to authorities (§30).
Possible outcomes. Emergency suspension, preservation, and referral; escalation to law enforcement (§29-§30).
21. Case Prioritisation
Purpose. To direct resources to the most serious harms first.
Scope. All cases from automated detection, reports, and investigations.
How Tirvea operates. Cases carry a severity derived from signals and reports; critical cases (for example, child safety, credible threats) are prioritised above all, and high-severity cases ahead of lower ones. Risk scoring (§9) and safety context inform prioritisation. This ensures the gravest risks receive the fastest human attention (§8).
Possible outcomes. Ordered review, expedited action for critical cases, and proportionate handling of lower-severity matters.
22. Investigations
Purpose. To resolve complex or serious matters through structured investigation.
Scope. Cases requiring more than routine review - for example, coordinated abuse, fraud rings, or serious safety concerns.
How Tirvea operates. Trained investigators gather relevant evidence (§18), assess it against our policies and the law, and reach a documented decision with reasons. Investigations apply data minimisation and are logged (§37). Where crime is suspected, we may refer to authorities (§29).
Possible outcomes. Enforcement action (§23-§25), revocation of verification (§27), referral to authorities (§29), or closure with no action.
23. Temporary Restrictions
Purpose. To limit harm while preserving the possibility of return and to hold accounts pending review.
Scope. Reversible enforcement measures.
How Tirvea operates. We apply graduated, reversible states: feature limitation (LIMITED - read access retained, outbound engagement such as likes and messages removed, tied to a violation that expires); photo review (PHOTO_REVIEW_REQUIRED - uploads blocked until review clears); and suspension (SUSPENDED - no app access, reversible and appealable), including emergency suspension where necessary to prevent harm. These states are described in the Account Suspension Policy (/legal/account-suspension).
Possible outcomes. Restriction lifted on resolution, escalation to permanent removal (§25), or continuation pending investigation (§22).
24. Account Suspension
Purpose. To remove access temporarily where warranted by risk or breach.
Scope. Accounts under SUSPENDED status.
How Tirvea operates. Suspension blocks access pending review and is reversible and appealable (§28). Emergency suspension may be applied immediately to prevent harm, with review to follow. Grounds and process are in the Account Suspension Policy (/legal/account-suspension).
Possible outcomes. Reinstatement, continued suspension pending investigation, or escalation to permanent removal (§25).
25. Permanent Removal
Purpose. To end access for the most serious or persistent breaches.
Scope. Accounts subject to permanent removal.
How Tirvea operates. Permanent removal (BANNED - a terminal state) follows human review (§8) and is reserved for severe breaches (such as child safety, §14; credible threats, §13; serious fraud, §11) or repeated serious violations (§33). It remains appealable (§28). Automated systems do not impose permanent removal on their own. Data handling after removal follows the Data Retention Policy (/legal/data-retention).
Possible outcomes. Permanent loss of access, subject to appeal; referral to authorities where warranted (§29).
26. Identity Revocation
Purpose. To withdraw identity trust where it was wrongly obtained or is no longer valid.
Scope. Identity Verification status.
How Tirvea operates. Where identity was verified through fraud, error, or later invalidation, we revoke the identity-trust status and may require re-verification (§5) or take enforcement action (§23-§25). We retain only outcomes and opaque references (Identity Verification Policy, /legal/identity-verification).
Possible outcomes. Loss of verified-identity status, a requirement to re-verify, restriction, or removal.
27. Verification Revocation
Purpose. To withdraw photo-verification trust where it was wrongly obtained, invalidated, or consent is withdrawn.
Scope. Photo Verification status and the associated verified badge.
How Tirvea operates. We can revoke a photo-verification result following review (§6 and §8), on withdrawal of biometric consent, or on account deletion. Revocation clears the verified status in the read model so it no longer displays or confers verified benefits, and the associated biometric reference is deleted per the Biometric Information Policy (/legal/biometric-data).
Possible outcomes. Loss of verified-photo status, a requirement to re-verify, and deletion of the associated biometric reference.
28. Appeals
Purpose. To provide a fair route to challenge moderation and enforcement decisions - our internal complaint-handling process.
Scope. Eligible moderation, restriction, suspension, removal, and revocation decisions.
How Tirvea operates. Affected members may appeal through the process in the Appeals Policy (/legal/appeals). Appeals receive a fair review - by a human, and, where the original decision was automated, not decided solely by the same automated means. We provide a statement of reasons and information about out-of-court dispute settlement where applicable, consistent with the Digital Services Act.
Possible outcomes. A decision upheld, reversed, or modified; restoration of content or status where an appeal succeeds. [Legal review required before publication - confirm internal-complaint-handling (DSA Art. 20) and out-of-court dispute settlement (DSA Art. 21) drafting and the designated bodies.]
29. Law Enforcement Requests
Purpose. To handle requests from authorities lawfully.
Scope. Requests for information, preservation, or removal from competent authorities.
How Tirvea operates. We assess requests for validity and legal basis and respond as required by law, disclosing only what is legally required, as described in the Law Enforcement Guidelines (/legal/law-enforcement) and Privacy Policy §27 (/legal/privacy). We may proactively report serious matters, in particular child-safety matters (§14).
Possible outcomes. Lawful preservation and disclosure, removal where legally required, and cooperation with investigations. [Legal review required before publication - confirm request-handling and proactive-reporting thresholds for the launch jurisdictions.]
30. Emergency Disclosure
Purpose. To enable rapid disclosure where there is a risk to life.
Scope. Situations involving imminent danger to a person.
How Tirvea operates. Where there is an imminent risk of death or serious harm, we may disclose necessary information to the appropriate authorities on an emergency basis, consistent with data-protection law (Privacy Policy §27, /legal/privacy) and the Law Enforcement Guidelines (/legal/law-enforcement). Such disclosures are limited to what is necessary and are logged (§37).
Possible outcomes. Emergency disclosure to authorities, evidence preservation (§18), and related enforcement (§23-§25). [Legal review required before publication - confirm the emergency-disclosure legal basis and threshold.]
31. Transparency
Purpose. To be accountable for how we moderate and enforce.
Scope. Reporting on Trust & Safety activity.
How Tirvea operates. We provide statements of reasons for significant decisions (§17), maintain a route to appeal (§28), and report on our moderation and enforcement in the Transparency Report (/legal/transparency), consistent with the Digital Services Act's transparency obligations.
Possible outcomes. Published transparency information and per-decision reasons. [Legal review required before publication - confirm transparency-reporting scope against the Digital Services Act.]
32. Trusted Flaggers
Purpose. To give appropriate priority to notices from recognised expert entities.
Scope. Notices submitted by entities recognised as trusted flaggers.
How Tirvea operates. We operate a process to receive and prioritise notices from trusted flaggers - entities with demonstrated expertise and accuracy in identifying illegal content - and to handle their notices without undue delay, consistent with the Digital Services Act. This process supplements, and does not replace, member reporting (§19).
Possible outcomes. Prioritised assessment and action on trusted-flagger notices, with the usual review and appeal safeguards. [Legal review required before publication - confirm trusted-flagger recognition criteria, intake, and prioritisation against DSA Art. 22, including handling of national Digital Services Coordinator designations.]
33. Repeat Offenders
Purpose. To address members who repeatedly breach our policies or misuse our systems.
Scope. Repeated violations and evasion.
How Tirvea operates. We take account of history in enforcement (§21) and, consistent with the Digital Services Act, may suspend - for a reasonable period and after prior warning - members who frequently provide manifestly illegal content, and complainants who frequently submit manifestly unfounded notices or appeals (§35). Evasion is addressed under §10 and the Acceptable Use Policy §32 (/legal/acceptable-use).
Possible outcomes. Escalated enforcement, action across linked accounts, and permanent removal (§25). [Legal review required before publication - confirm repeat-offender / misuse-suspension drafting against DSA Art. 23.]
34. Platform Abuse
Purpose. To address technical and systemic abuse of the Service.
Scope. Manipulation of Platform systems, scraping, automation, and infrastructure abuse.
How Tirvea operates. We detect and act on technical abuse in coordination with the Acceptable Use Policy (/legal/acceptable-use) and Security Policy (/legal/security), including blocking and account action, and refer unlawful activity to authorities (§29).
Possible outcomes. Throttling, blocking, restriction, suspension, or removal (§23-§25), and referral (§29).
35. False Reporting
Purpose. To protect the integrity of the reporting and appeal systems.
Scope. Knowingly false, bulk, or abusive reports and appeals.
How Tirvea operates. We identify and act on abusive reporting and appeal behaviour, which can itself breach our policies (Community Guidelines §38, /legal/community-guidelines; Acceptable Use Policy §43, /legal/acceptable-use), while protecting good-faith reporters.
Possible outcomes. Restriction of reporting/appeal privileges and, for frequent manifestly unfounded submissions, suspension after warning (§33).
36. Operator Responsibilities
Purpose. To state WiseWave Limited's responsibilities as operator.
Scope. Governance of Trust & Safety.
How Tirvea operates. WiseWave Limited is responsible for maintaining these safety systems, training reviewers, applying policies consistently, safeguarding member data (Privacy Policy, /legal/privacy), meeting legal obligations (including the Digital Services Act), and maintaining points of contact for authorities and members (§40).
Possible outcomes. Accountable operation of the Service; remediation where processes fall short.
37. Audit Logging
Purpose. To ensure safety and security actions are traceable and accountable.
Scope. Authentication, verification, moderation, enforcement, and disclosure events.
How Tirvea operates. We maintain append-only audit logs of significant safety and security events. Consistent with data minimisation, logs record hashed identifiers (for example, salted hashes of IP address and user-agent) rather than raw identifiers, so activity can be correlated for security without creating unnecessary personal-data exposure. Access to logs is restricted and itself controlled. Retention follows the Data Retention Policy (/legal/data-retention).
Possible outcomes. Traceable decisions supporting appeals (§28), investigations (§22), transparency (§31), and lawful requests (§29).
38. Quality Assurance
Purpose. To keep moderation accurate, consistent, and fair.
Scope. Automated systems and human review.
How Tirvea operates. We calibrate automated thresholds, monitor error rates, review a sample of decisions, and use appeal outcomes (§28) to correct and improve. Configuration-driven thresholds (§9) allow tuning without ad-hoc changes. This supports the "assist, don't replace" principle (§7-§8) and the AI Moderation Policy (/legal/ai-moderation).
Possible outcomes. Improved accuracy, corrected decisions, and updated thresholds and guidance.
39. Policy Updates
Purpose. To explain how this Policy changes.
Scope. This Trust & Safety Policy.
How Tirvea operates. We update this Policy to reflect changes in the Service, our practices, safety risks, or the law. We update the "Last Updated" date and, for material changes, take reasonable steps to communicate them. This Policy operationalises other documents; where those change, we align this Policy with them.
Possible outcomes. The current Policy governs Trust & Safety operations from the date it takes effect.
40. Contact
Purpose. To tell members and authorities how to reach us.
Scope. Trust & Safety contact.
How Tirvea operates. Members should use in-product reporting for safety concerns (§19). For other matters:
- Operator: WiseWave Limited (Company Number 762171)
- Registered office: 39 Cooley Park, Dundalk, Co. Louth, A91 AP2V, Ireland
- Email: info@tirvea.com
For appeals, see the Appeals Policy (/legal/appeals); for child-safety concerns, the Child Safety Policy (/legal/child-safety); for legal requests, the Law Enforcement Guidelines (/legal/law-enforcement). [Legal review required before publication - confirm the DSA single point(s) of contact for authorities and for recipients of the service.]
Possible outcomes. Routed handling of safety, appeal, and legal matters.