Child Safety Policy

01Our standards apply to every child

GoMatrix Tech Internet Co., Limited operates Lettura, a letter-writing and correspondence service for adults aged 18 and over. You must be at least 18 to register an account or use its correspondence features. For this policy, a child is anyone under 18. Permission from a parent or guardian does not create an exception.

We have zero tolerance for child sexual abuse and exploitation (CSAE) and child sexual abuse material (CSAM). These standards apply to profiles, letters, replies, links, reports, and conduct connected to the service, including attempts to arrange abuse elsewhere. Adult-only access does not remove our responsibility to address child-safety concerns. Accounts responsible for confirmed child sexual abuse or exploitation are subject to suspension or closure, and violating content must be removed or made inaccessible to users.

This policy forms part of the community standards in our Service Agreement, which users must accept before completing registration. Our Privacy Policy explains how report information and personal data are handled.

02Prohibited content and conduct

CSAE includes the sexual abuse or exploitation of a child and activity that enables it. CSAM refers to material depicting a child in sexually explicit conduct or other material classified as child sexual abuse material under applicable law. Our broader rules also prohibit text, links, and synthetic or altered depictions that sexualize children or facilitate their abuse or exploitation.

• Creating, requesting, uploading, sharing, linking to, buying, selling, or directing people to CSAM.
• Sexual solicitation of a child, sexualized descriptions of an identifiable child, or sexual conversations or roleplay directed at someone known or suspected to be a child.
• Grooming: developing trust, secrecy, emotional dependence, or access to a child for an exploitative purpose.
• Sextortion: using intimate material or threats to obtain money, further content, sexual activity, or compliance from a child.
• Trafficking, arranging contact for abuse, or facilitating the commercial sexual exploitation of children.
• AI-generated, edited, illustrated, or other synthetic material that depicts or promotes child sexual abuse or exploitation.
• Normalizing abuse, exchanging instructions for it, helping offenders evade restrictions, or moving a child to another service for exploitation.

These rules cover text and links, not only pictures or videos. Claims that content is fictional, a joke, consensual, or part of a private conversation do not excuse prohibited activity. Good-faith safety reports should describe the concern without reproducing abusive material.

03Suspected underage accounts

Enter your actual birthday. Registration compares that user-supplied date with the 18+ requirement and rejects dates that indicate an age below 18. This is not independent identity or age verification. An account, display name, or other profile detail is not proof that a person is an adult.

The same age requirement applies to Google, Apple, and phone registration. Receiving an SMS code proves access to a phone number, not adulthood. Deleting an account and registering again with the same number does not create an exception to these rules or permit evasion of a safety restriction.

Do not falsify your age, register on behalf of someone under 18, share an account with a child, or help a child bypass the age requirement.

If someone says or appears to be under 18, stop any interaction that could put them at risk and report the account. Do not seek sexual contact or ask the person for photos, identity documents, a home address, or other private details to prove their age. An underage person can ask us for help without being permitted to continue using the app.

04Report a concern in the app or by email

1. Open the relevant letter or conversation menu and choose Report user to flag the content and the account involved.
2. Choose Sexual content when appropriate, or Other for a child-safety or suspected-underage concern, and describe the issue.
3. Choose Send report, or select the option to block the user and choose Send report & block. You do not have to block someone to submit a report.
4. You can also choose Block user separately. Blocking is permanent in the current version and prevents further interaction through the available controls. A block by itself does not submit a report or recall previously delivered content.

Through Feedback: if you have an active account with completed registration, open Me → Settings → Feedback, select Safety report, and describe the child-safety or suspected-underage concern. Identify the relevant account, letter or conversation, and approximate time using text only. Feedback does not automatically attach the source correspondence, block another user, or remove content. For a specific letter, the letter's report action helps us locate the relevant records directly.

No account or app access is needed to report by email. Write to support@lettureapp.com. Suggested subject: “Lettura child safety report”. This is the contact route for users, parents, guardians, and other concerned people.

Opening the email link does not submit a report; send the message to submit it. If no email app opens, write to the address above using your usual email service. You do not need a particular subject line or legal wording.

Include only what is needed: the account or display name involved, a reference to the relevant letter or conversation if available, approximate date and time, a brief description, and whether anyone may be in immediate danger. Do not send passwords, verification codes, or suspected CSAM. We may ask for limited additional information to identify the relevant records.

We undertake to review reports of objectionable content or abusive conduct within 24 hours of receipt. When a violation is confirmed, we will remove or disable access to the violating content and suspend or terminate the responsible account within that period. Urgent child-safety concerns receive priority; legal preservation or disclosure may continue separately.

This commitment covers child-safety concerns received through the letter-report controls, Feedback, or email. A successful Feedback submission confirms receipt only; it does not mean the concern has already been reviewed. There is currently no in-app reply inbox. Use the email contact if you need a reply, and do not wait for one when someone may be in immediate danger.

Submitting a report confirms neither that a violation has been established nor that review is complete. Lettura is not an emergency service; follow the emergency guidance below when someone may be in danger. Reports made in good faith are welcome even if you are unsure whether a rule was broken. Knowingly false reports and retaliation are prohibited.

05Avoid spreading harm while reporting

Do not download, save, screenshot, copy, repost, or forward suspected CSAM to us or anyone else as evidence. Do not ask the sender for more material. Identify the interaction and describe the concern so that appropriate personnel can use existing records and lawful procedures.

Do not investigate or confront a suspected offender yourself, publicly identify a possible victim, or encourage others to do so. Avoid requesting unnecessary personal details from a child. These actions can increase danger and interfere with protective work.

06Assessment and protective action

Automated content-safety review

Submitted letters and replies undergo automated content-safety review on our server using Google Vertex AI before they are shared with other users. Content classified as violating our safety rules is withheld from recipients. Content is also withheld when the automated review cannot be completed successfully.

Automated review can make mistakes and does not independently verify a user's age or detect every form of abuse. It does not remove our responsibility to review reports and take protective action. Report concerning content or conduct even if it has already passed an automated review.

Protective action

Our policy is to assess a reported child-safety concern promptly, preserve necessary evidence through lawful procedures, and take protective action according to the available information and risk. Measures include restricting access during an assessment, stopping distribution, disabling users' access to violating content, suspending accounts, and closing accounts responsible for confirmed exploitation or distribution of CSAM. Urgent safety concerns may require restrictions before notice.

When we obtain actual knowledge of CSAM on Lettura, we will remove or disable users' access to it. Closing an account or stopping new delivery does not by itself remove content that has already been delivered; the necessary content restrictions must address that access as well. Do not create another account or use another person to evade a safety restriction.

We consider coercion and victim status so that protective action does not treat an exploited child as an offender. Confirmed underage users cannot keep using a Lettura account, but they may continue to ask for help.

Privacy and follow-up

Report information is for relevant safety, privacy, or legal work. Access and retention must be limited to those purposes. We do not disclose the identity of a reporter or possible victim to the reported person in ordinary handling, although lawful disclosure or urgent protection may require an exception.

Safety feedback is stored privately in Firebase with the submitting account identifier, topic, message, receipt time, and processing status. Account cleanup deletes feedback submitted by that account and in-app reports involving it. Necessary evidence separately preserved for a lawful safety or legal purpose may remain. See the Privacy Policy retention section; submitting a report is not a guarantee that every record will be preserved indefinitely.

We may provide an acknowledgement or outcome information where appropriate, while protecting other people's privacy and any investigation. If a restriction appears mistaken, follow the appeal instructions. Protective restrictions may remain while we assess the concern.

07Legal reporting and cooperation

We will comply with applicable child-safety laws, including obligations to report apparent or suspected child sexual exploitation and CSAM to NCMEC or the appropriate regional authority when the relevant legal reporting threshold is met. We will report confirmed CSAM in accordance with applicable law. Where the law requires an earlier report, we will not wait for a criminal conviction or completion of our own investigation.

We will preserve and disclose relevant records as required by valid legal process or applicable preservation and reporting duties, while limiting disclosure to what is necessary. Disabling access to abusive content and preserving evidence for authorities are distinct actions; evidence retention does not mean the material remains available to users.

08Immediate danger and external help

Possible online child sexual exploitation can also be reported through NCMEC's CyberTipline or the appropriate local child-protection or law-enforcement authority. An external report does not automatically submit a report to Lettura, and a Lettura report does not replace an urgent call for help.

09Child privacy, contact, and updates

For an underage account or a child's personal information, email support@lettureapp.com. Our policy is to restrict an identified underage account and arrange deletion of the child's personal information, except where lawful safety or legal retention is necessary. A parent or guardian may contact us; we may need proportionate verification before providing account information.

Operator: GoMatrix Tech Internet Co., Limited.
Child-safety and inappropriate-activity contact: support@lettureapp.com. This address accepts safety reports, including concerns about underage accounts or activity that puts a child at risk. The suggested subject “Lettura child safety report” helps identify the concern; it is not a requirement.

We may revise these standards as risks, features, or legal requirements change. The revision date appears above, and significant changes will receive appropriate notice. The service and privacy protections in our other policies continue to apply.