Trust & Safety

Our commitment to user safety

Passings handles sensitive information — health status, family relationships, financial documents, and expressions of grief. We take every reasonable measure to ensure the platform is safe, private, and free from abuse.

Our safety principles:

• User data is encrypted at rest and in transit. Vault documents offer AES-256 client-side encryption in zero-knowledge mode — those files we cannot read.
• Sensitive health and financial context is never shared with third parties for advertising purposes.
• Provider access to family contact information is gated behind explicit lead acceptance and payment — families are never exposed to unsolicited outreach.
• All providers on the platform are vetted; licenses and credentials are verified before listing activation.

Crisis resources

If you or someone you know is in crisis, please reach out to a qualified resource immediately. Passings is a planning tool — our AI companion (Pax) and support team are not crisis counselors.

United States:

• 988 Suicide & Crisis Lifeline: Call or text 988
• Crisis Text Line: Text HOME to 741741
• SAMHSA National Helpline: 1-800-662-4357 (free, confidential, 24/7)

Pax, our AI companion, is instructed to surface these resources when it detects distress signals in conversation. If Pax fails to do this when it should, please report it to [email protected].

Reporting abuse

To report abusive, fraudulent, or harmful content on Passings, contact us at [email protected] with the subject line Abuse Report. Please include:

• A description of the content or behavior
• The URL or account involved, if applicable
• Any supporting screenshots or context

We respond to all abuse reports within 2 business days. Urgent safety concerns (imminent harm, CSAM, active fraud) are escalated and reviewed within 24 hours.

Child safety and CSAM policy

Passings has a zero-tolerance policy for child sexual abuse material (CSAM) and any content that sexualizes, exploits, or endangers minors.

• Any CSAM discovered on the platform is immediately removed and reported to the National Center for Missing & Exploited Children (NCMEC) in accordance with 18 U.S.C. § 2258A.
• Accounts found to upload or distribute CSAM are permanently banned and referred to law enforcement.
• Passings does not knowingly permit minors under 13 to create accounts. Users who identify minors in harmful situations should contact NCMEC at 1-800-843-5678 or CyberTipline.org.

Provider conduct standards

Providers listed on Passings agree to our Terms of Service and are held to the following conduct standards:

• No misrepresentation of credentials, pricing, or services
• No unsolicited contact with families outside of confirmed lead acceptance
• No price-gouging when families are in immediate need
• Prompt response to family inquiries (24-hour SLA monitored by the platform)
• Compliance with applicable state licensing and professional conduct requirements

Providers who violate these standards may be suspended, delisted, or reported to their relevant licensing board. To report a provider, email [email protected].

AI safety policy

Pax, our AI planning companion, is built on a foundation model with safety guardrails applied at the product layer. Our AI policy:

• Pax will not provide medical, legal, or financial advice. It surfaces options and questions, not recommendations.
• Pax is clearly identified as an AI assistant in every session — it will never claim to be a human.
• Pax will refer users to crisis resources when it detects distress language.
• Conversation content is not used to train third-party AI models.
• Conversation history is retained server-side for session continuity and can be deleted from your account settings.

Contact

For safety concerns, abuse reports, or policy questions:

• Safety team: [email protected]
• Privacy inquiries: [email protected]
• General support: [email protected]

Law enforcement requests are handled separately — see our Law Enforcement Guidelines.