Acceptable Use Policy

This policy describes what may not be sold, published or done on loving, how to report it, and how we decide and handle appeals. It applies to every surface of the platform: your storefront and the content the AI builds for it, your product catalog and media library, product reviews and their photos, support conversations and attachments, and everything you submit to loving's AI features. It is part of the Terms of Use and applies to merchants, their staff, and shoppers alike.

Prohibited commerce

You may not use loving to sell or facilitate:

• Illegal goods or services, or goods that are illegal in a market you sell into.
• Counterfeit, stolen or trademark- or copyright-infringing goods.
• Unsafe products, products recalled or banned in a market you sell into, or products sold without the safety information the law requires.
• Deceptive offerings: scams, pyramid or get-rich-quick schemes, fake reviews or engagement, invented "was" prices or false urgency, or products marketed with materially false claims.
• Weapons, explosives or dangerous materials where restricted; drugs or drug paraphernalia where restricted; age-restricted products sold without the legally required controls.
• Transactions that violate sanctions or export-control laws, or that launder money.
• Anything Stripe's own restricted-business terms prohibit — payment processing for your store depends on Stripe accepting the business.

Prohibited content

You may not publish or upload — on a storefront, in product data, media, reviews, support chats or AI prompts — content that:

• Sexually exploits or endangers minors (this is reported to the relevant authorities).
• Is sexual or intimate imagery of a real person shared without their consent, including imagery made or altered by AI.
• Incites or threatens violence, or promotes terrorism or violent extremism.
• Harasses, defames or hatefully attacks people based on protected characteristics.
• Facilitates self-harm.
• Infringes others' intellectual-property, privacy or publicity rights, including using a person's photo or likeness without the rights or consent the law requires (see the IP & DMCA Policy).
• Contains malware or attempts to phish, deceive or harm visitors.

Platform abuse

You may not:

• Probe, breach or circumvent the platform's security or access controls, or access other tenants' data.
• Scrape the platform or other stores at scale, or harvest shopper data.
• Interfere with the service: denial-of-service attempts, deliberately overloading AI features, or automating abusive traffic.
• Abuse the billing system: gaming credit grants or offers, or using chargebacks to reverse legitimate charges.
• Send spam. Transactional email (order confirmations, shipping updates, sign-in codes) exists for its stated purpose only, and marketing goes only to people who agreed to it.
• Get around consent: load tracking or advertising code that ignores the storefront's cookie question, or subscribe people to marketing they did not ask for.
• Misrepresent who you are, impersonate loving, or claim your store is operated by loving.

AI feature misuse

Prompts and files you submit to loving's AI features must comply with this policy and with the usage policies of our model providers (Anthropic and OpenAI). You may not use the AI features to:

• generate prohibited content or deceptive product claims;
• create images, video or audio of a real, identifiable person without their permission, or present AI-generated people as real where that would mislead;
• publish realistic AI-generated or AI-altered images of people without disclosing it where the law requires (for example under Article 50 of the EU AI Act);
• attempt to extract other tenants' data or the platform's internals.

Your duty to moderate

Merchants are responsible for the user-generated content their store hosts. Use the dashboard's tools — review moderation (hide, reply), the inbox — to keep your store's content within this policy. Ignoring repeated abuse on your store is itself a violation.

Reporting

Anyone — shoppers, rights holders, other merchants, authorities — can report a store, product, review or other content they believe is illegal or breaks this policy:

• Use the report form at /legal/report, or
• email hello@loving-app.com.

A good report explains why the content is illegal or against this policy, gives its exact address (the page URL), and includes your name and email address — except reports of child sexual abuse material, which can be made anonymously. You will receive a confirmation, and we will tell you what we decided and how to ask for a review of the decision. For copyright and trademark complaints, the IP & DMCA Policy sets out what a notice must contain.

How we decide

We review reports diligently, objectively and without undue delay, and act only on content we find illegal or against our policies. Decisions are made by people; where we use automated tools to detect or prioritise content, a person reviews the result before we act on a report. We prefer to warn first: for most violations we notify the merchant and ask them to fix it. Depending on severity we may remove content or disable access to it, disable a feature, take a storefront offline, or suspend or terminate an account. For severe cases — such as illegal content, child exploitation, or active harm to the platform or its users — we act immediately. Where we become aware of information giving rise to a suspicion that a criminal offence threatening someone's life or safety has occurred or is likely, we inform the authorities.

Statement of reasons. When we restrict content or an account, we tell the person affected what we did and why: the facts, the rule or law we relied on, whether automated means were involved, and how to appeal — unless the law prevents it.

Appeals and complaints

If you disagree with a decision — about your content or account, or about a report you made — you can ask us to review it within six months of the decision, by replying to the decision or writing to hello@loving-app.com. Someone not involved in the original decision reviews it, and we reverse it without delay if it was wrong. If you are in the EU, you may also refer the dispute to a certified out-of-court dispute settlement body, or go to court.

We may suspend, for a reasonable period and after a warning, the accounts of people who frequently post manifestly illegal content, and stop handling reports from people who frequently submit manifestly unfounded ones.

Points of contact

Authorities, the European Commission and the European Board for Digital Services can reach our single point of contact at hello@loving-app.com. Users and anyone else can use the same address or the report form. We communicate in English and Arabic. loving is established in the United States and has no establishment in the EU; our legal representative in the EU under the Digital Services Act: [to be completed]. Our full details are in the Legal Notice.