Trust & Safety / Community Policy

1. Our principles

• Everyone deserves respect — regardless of race, ethnicity, national origin, religion, gender identity, sexual orientation, disability, age, or body.
• Honesty scales trust. No fake profiles, no fake reviews, no fake outcomes.
• Safety is non-negotiable — physical, financial, and emotional.

2. Respect

Communicate the way you'd want to be communicated with. Feedback in a session should be direct but never cruel or personal. Disagreements about training approach are fine — insults or slurs are not.

3. Honesty

• Only list certifications and experience you actually have.
• Reviews must describe a real session with the coach you booked through Coachly.
• Don't offer or accept rewards for fake reviews.
• Don't manipulate ratings by asking friends or family to review your profile.

4. Physical safety

• Follow the safety rules of your discipline — warm-ups, spotters, protective gear, allergen checks, etc.
• Do a quick health/injury intake for physical sessions.
• Choose in-person locations that are safe and public (parks, gyms, studios). Avoid private residences until both parties have met before.
• Coaches: if a session becomes unsafe, stop and mark the session complete or cancelled with notes for our support team.

5. Privacy in sessions

• Don't record a session — audio or video — unless both parties agree in writing (an in-app message counts).
• What you're told in a session stays between the two of you unless there's a safety concern.
• Never share a client's contact information with a third party.

6. What's not tolerated

• Sexual solicitation, sexual harassment, or non-consensual contact of any kind.
• Physical threats, stalking, or intimidation on- or off-platform.
• Hate speech or discrimination targeting a protected class.
• Coaching under the influence of alcohol or unlawful substances.
• Sharing sexual images, or asking a client or coach to share them.
• Selling illegal services — unregulated medical treatments, banned substances, or anything requiring a license you don't hold.
• Financial fraud — chargeback abuse, fake bookings, or systematic off-platform payments to avoid fees.
• Circumventing a suspension by creating a new account.

7. How to report

• Use the Report button on any coach profile or review.
• Email safety@coachly.app with as much detail as you can — dates, booking references, screenshots.
• You can report anonymously if you prefer. We will follow up if we need clarification and if you left contact info.

8. What we do about reports

• Every report gets a first look within 1 business day.
• Most investigations close within 3 business days.
• Severe safety reports may result in immediate profile hiding while we investigate.
• We tell the reporter what action we took, without disclosing personal details of the other party.

9. If you're in immediate danger

10. Contact

Trust & Safety team: safety@coachly.app — responses within one business day.