🚨 Emergency

Emergency Escalation Policy

What we do when someone needs immediate help.

🚨 If You Are in an Emergency Right Now

Please immediately contact:

📞 Emergency Services: 112
🚔 Police: 100
🚑 Ambulance: 108
💚 iCall Helpline: 9152987821
💛 Vandrevala Foundation: 1860-2662-345
💙 SNEHI: 044-24640050

Hearzo is NOT a crisis intervention service. Please contact professional emergency services for all emergencies.

Our Emergency Philosophy

Hearzo is a human conversation platform — NOT a mental health crisis service. However, we recognize that some users may reach out to our platform during difficult times. Our emergency escalation policy ensures that any crisis signals detected on our platform result in the user being connected with appropriate professional resources.

How Emergencies Are Detected

Emergency situations may be identified through: • AI moderation detecting crisis language (self-harm, suicidal ideation, threats) • A listener manually escalating a session they find concerning • A user pressing the in-app Emergency Help button • A user report flagging a concerning conversation

What Happens in an Emergency

Step 1: AI or human flag triggers emergency protocol Step 2: User receives in-app display of emergency resources (helplines, emergency services) Step 3: Listener is prompted to gently guide the user to professional help Step 4: Session is flagged and reviewed by our safety team within 1 hour Step 5: If required, our team follows up with the user via their registered contact IMPORTANT: Hearzo does not provide trained crisis counseling. All crisis situations are directed to licensed professionals and emergency services.

Listener Obligations in Emergencies

If a listener believes a user may be in danger: • They must encourage the user to contact emergency services • They should not attempt to handle the crisis themselves • They must use the in-app escalation button to flag the session • They should stay on the call calmly until the user agrees to seek help • Post-session, they must file an emergency report through the app

Platform Limitations

Hearzo does not have the infrastructure, training, or licensure to provide crisis counseling or mental health intervention. Our role in emergencies is limited to: detecting crisis signals, displaying emergency resources, and connecting users with professional help. We urge all users to save emergency helpline numbers in advance.