InnieHub Moderator Terms

Version: 1.0
Last updated: 23 August 2026
Effective: 23 August 2026

Before anything else

You reached InnieMaster by being here, consistently, for a long time. That is the whole qualification, and it is a real one, you know this community better than any policy document does.

What follows is a contract, because the powers attached to the role are real and because you deserve to know exactly where you stand before you use them. But please read four things as promises to you rather than obligations on you:

You can stop at any time, for any reason, without explaining. Section 13. It takes one button, it happens immediately, nobody is told, and nothing about your account changes.

You are not responsible for anyone's life. Section 8 says this at length because it is the part people get wrong. You are a member with extra buttons, not a clinician and not a safety net.

Your own wellbeing outranks this role. Section 9. If moderating is costing you more than you can afford, the correct action is to step back, and we will not think less of you for it.

And nothing here is a promise we have not built. Where this agreement says a control exists, we have checked that it exists. Where it says we will do something, somebody at T&T is named for it.

Contents

1. What this agreement is
2. Accepting it
3. What you are, and what you are not
4. What you can do
5. What you cannot do
6. How to moderate
7. Confidentiality
8. Safety notifications
9. Your own wellbeing
10. Conflicts of interest
11. Data protection
12. Communications and representing InnieHub
13. Stopping, and being asked to stop
14. If something goes wrong
15. Liability and our support for you
16. Changes to this agreement
17. Contact

1. What this agreement is

1.1 This is an agreement between you and T&T Consulting Business, LLC ("T&T", "we", "us"), which operates InnieHub.

1.2 It applies from the moment you accept it and for as long as you hold the InnieMaster role or any other moderation permission we grant you.

1.3 It sits on top of the Terms of Service, the Community Guidelines and the Privacy Policy, all of which continue to apply to you as a member. Where this agreement adds an obligation, the addition applies to you in your capacity as a moderator.

1.4 Nothing in this agreement reduces your rights as a member. If you stop being a moderator, you remain a member on ordinary terms.

2. Accepting it

2.1 How the role reaches you. Three steps, and all three have to happen.

1. You become eligible. The system notices when your account meets fixed thresholds: 90 days since joining, 50 posts, 100 interactions, 15 connections, one group created, and 5 events. Those numbers are published in clause 12 of the Terms.
2. An administrator offers it. Eligibility notifies us; it does not promote you. A person decides whether to offer, and can decide not to.
3. You accept this agreement.

2.2 Until step three, the powers do not exist for your account. Not hidden, not greyed out, they are refused by the server. An account holding the role without a current acceptance of this agreement is a member with an unused role, and nothing more.

2.3 You can decline. Declining costs you nothing, is not announced to anyone, and does not affect your standing. You can accept later. Nobody is told either way.

2.4 What we are relying on when we offer it. We have not interviewed you, checked your background, verified your identity or assessed your judgement. The offer rests on a count of your activity and on an administrator's read of it. We say this plainly so that you understand the role is a matter of trust rather than of assessment, and so that you can decide honestly whether you want it.

2.5 An open report against your account pauses eligibility until it is resolved. This is not a finding against you, and a report that is dismissed, or that is more than 30 days old, stops counting.

2.6 Your acceptance is recorded with your account, the date, and the version of this agreement you saw. If we publish a materially changed version, the gate closes again and we ask you to accept the new one, section 16.

3. What you are, and what you are not

3.1 You are a volunteer member of the community. Nothing more, and the role does not change what you are.

3.2 This is not employment. You are not an employee, worker, contractor, agent, partner or representative of T&T. This agreement creates no employment relationship, no agency and no partnership.

3.3 What that means in practice, stated so that it is true rather than merely asserted:

• You are not paid. Not in money, credits, subscriptions, discounts or anything of value. Section 15.4 is the one narrow exception and it is a reimbursement, not a payment.
• You have no hours. There is no schedule, no rota, no minimum, no target and no expected response time.
• You are not obliged to do anything. You may go a month without opening the moderation queue. Nobody will ask why, and the role does not lapse through inactivity, see 13.3.
• Nobody supervises how you work. We set standards for outcomes in section 6; we do not direct your manner or method, review your performance, or manage you.
• You may stop instantly, without notice, without a reason, without a handover.

3.4 You are not a clinician. You are not a therapist, counsellor, psychologist, psychiatrist, doctor, nurse, crisis worker or social worker, unless you happen to be one in your own life, and even then, you are not acting as one here. Do not use professional credentials you hold to lend weight to a moderation decision, and do not offer clinical guidance in this role.

3.5 You do not speak for InnieHub. See section 12.

3.6 If a term in this agreement is ever interpreted as creating employment in your jurisdiction, that is not what either of us intends, and we will amend the term rather than the relationship. Tell us at moderators@inniehub.com if anything here reads that way to you.

4. What you can do

4.1 Your powers:

4.2 You hide content. You do not delete it. Hiding is reversible, by you, by an administrator, or by an appeal. Deleting is not, and a wrongly deleted post that somebody needed to have written cannot be given back. Permanent deletion is reserved to administrators, and it is recorded when it happens.

If content genuinely needs to be destroyed rather than hidden, and that is rare, hide it and escalate.

4.3 Escalation is always available and is never a failure. If a situation is unclear, heavy, involves someone you know, or is simply more than you want to handle, pass it up. We would far rather receive an escalation that turned out to be simple than discover a difficult case was handled alone by somebody who did not want to be handling it.

4.4 We may add or remove powers. If we do, we will tell you what changed and why.

5. What you cannot do

5.1 You cannot act on a moderator or an administrator. The server refuses it, not just the screen. If a moderator is behaving badly, report them, the report reaches administrators, not other moderators.

5.2 You cannot permanently terminate an account, and you cannot permanently delete content. Both are reserved to administrators. See 4.2.

5.3 You cannot decide appeals, or see them. The appeal queue is closed to the moderator role entirely, at the server. That is deliberate and stronger than a rule about deciding: an appeal contains the member's own account of what happened to them, and that is not something a volunteer should be reading. If a member appeals to you directly, send them to appeals@inniehub.com and do not discuss the merits.

5.4 You cannot access wellbeing records or InnieCare conversations. Not through the interface, not through any panel, not by asking an administrator. Mood histories, exposure plans, thought reframes, small wins, practice sessions, social battery logs and the text of anyone's conversations with the AI assistant are closed to you permanently.

This is a promise we have made to every member in the Community Guidelines, and it is absolute. It is enforced by the server when the request arrives, an automated test fails our build if a moderator account can reach any of those tables, and every attempt is logged, allowed or refused.

5.5 You cannot see who reported someone. Reporter identity is never disclosed, not to the reported member, not in a statement of reasons, and not to you.

5.6 You cannot use moderation powers in a dispute you are part of. See section 10.

5.7 You cannot make deals. No trading a reversal for an apology, no "I will let this go if you", no informal conditions attached to lifting a measure. Every outcome is on the record and follows the published rules.

5.8 You cannot moderate outside the platform. Do not contact a member through another service about something that happened here.

5.9 You cannot delegate. Do not share your account, do not let anyone else use your powers, and do not ask another member to act on your behalf.

5.10 You cannot collect or keep member data. See sections 7 and 11.

6. How to moderate

6.1 The standard. Act diligently, objectively, proportionately and without arbitrariness, with regard to the rights and legitimate interests of everyone involved, including the person whose content you are hiding. This is the standard the law requires of the platform, and while you are moderating, you are how the platform meets it.

6.2 Follow the published rules. Your job is to apply the Community Guidelines, not your own view of what the community should be. If you think a rule is wrong, say so at moderators@inniehub.com, the Guidelines are meant to be revised. Do not enforce a rule that is not written, and do not decline to enforce one that is.

6.3 Proportionality. Take the smallest measure that resolves the problem. Hiding a comment is usually enough. Suspending an account is a serious step in a community where the account may be a person's main social contact.

6.4 Every measure produces a statement of reasons, and the system writes it. What was done, how long it lasts, the facts relied on, whether anything automated was involved, which rule, and how to appeal. You cannot apply a measure without those six things, because they are required inputs rather than a form to remember, including when the measure is hiding a single comment.

6.5 Context before action. Read the whole thread. Someone describing their own bad night is not the same as someone encouraging another person, and the difference is often three messages up.

6.6 Distress is not a breach. A member posting frequently while struggling, posting something raw, or posting at three in the morning is using the platform correctly. Do not moderate distress. If it is landing on others in a way they cannot carry, escalate rather than restrict.

6.7 When you are unsure, do not act. Escalate. An unmade decision can be made tomorrow.

6.8 Never act while angry. If a piece of content has provoked you personally, that is exactly the moment to hand it to someone else. This is not a weakness; it is the rule.

6.9 Consistency. Similar cases, similar outcomes. If you find yourself making an exception, ask what makes this one different, and if the answer is that you like the person, escalate it instead.

6.10 Record what you did. Use the notes field. Someone handling the appeal will need to know what you saw.

7. Confidentiality

7.1 In this role you will see things you would not otherwise see: reports, private messages surfaced in reports, personal circumstances, and the fact of measures taken against people.

7.2 You must keep all of it confidential. Do not discuss it with other members, do not discuss it outside InnieHub, do not post about it, do not describe it in a way that lets someone be identified, and do not tell anyone what happened to a reported account.

7.3 This applies to other moderators too, except where you need to discuss a specific case with them in order to handle it, in the channels we provide.

7.4 Do not screenshot, copy, export, download or store anything you see through moderation tools, not in your notes, not on your device, not in another application, not "just for reference".

7.5 Do not use what you learn for anything other than the moderation task in front of you. Not to satisfy curiosity, not to check on someone, not to decide how you feel about a member.

7.6 Access only what you need. Do not look up members you are not currently dealing with.

7.7 This obligation continues after you stop being a moderator, indefinitely.

7.8 The exception. If you are legally required to disclose something, or you believe there is a risk to someone's life, tell an administrator immediately at safety@inniehub.com. Disclosing to us is never a breach of this section.

7.9 One thing you will see that members may not expect, and that you must never repeat.

InnieHub lets people post anonymously. That hides them from other members, and it does not hide them from you when their content is reported. The report queue shows you the real author, because acting on the wrong account is worse than the alternative and because a member cannot be told which account a measure applies to if we do not know.

Take this seriously. Somebody posted anonymously because signing it was more than they could do. You now know who they are, and they do not know that you know. You may not use it, refer to it, hint at it, treat them differently for it, or tell anyone, including other moderators who are not on the case. It leaves the queue with you and it stays there, under 7.7, for good.

If knowing who wrote something makes you the wrong person to handle it, that is a conflict under section 10. Escalate.

8. Safety notifications

8.1 What they are. If InnieHub's automated check detects a possible crisis signal in a member's message to the AI assistant, a notification is generated naming that member. It says a signal was raised and nothing else. It does not contain the conversation, a quotation from it, or the words that triggered it.

8.2 Whether you receive them. You do, while three things are true: you hold the role, you have a current acceptance of this agreement, and you have not paused. If any one of those stops being true, they stop arriving, you do not have to ask anybody to take you off a list, and pausing under section 9.3 is enough.

8.3 What a safety notification is not. It is not a clinical assessment. It is an automated pattern check that will miss real crises and flag things that are not crises. It is not a diagnosis, not a risk score, and not a statement that anyone is in danger.

8.4 What you must do if you receive one:

• Treat it as strictly confidential. It is health information about an identified person. Section 7 applies at its strictest.
• Follow the process in 8.4.1, and nothing else.

8.4.1 The escalation process, in full

Five steps. It is short on purpose, and it is the whole of what this role asks of you.

1. Do not reply to the member. Not in the thread, not by message, not a "thinking of you". Section 8.5 explains why.

2. Escalate to moderators@inniehub.com. Send the member's username and nothing else. No summary, no interpretation, no screenshot, no guess about how serious it is. You are passing on a fact, not a report.

3. That is the end of your part. You have now done everything this role asks. There is nothing else you are supposed to do, and nothing you have failed to do.

4. If you personally believe someone is in immediate danger, contact emergency services yourself, as a person, exactly as you would for anyone, without waiting for us. Then tell us you did. That route is always open to you and it does not run through this agreement.

5. Put it down.

8.4.2 What happens on our side, and we would rather you knew

We are three administrators. There is no overnight rota and nobody is on duty at three in the morning. We are telling you that rather than letting you assume somebody is awake and waiting.

An escalation is picked up in working hours, and the check-in with the member happens then. It does not expire, it does not get lost, and it does not need you to chase it.

Why that is not what it sounds like, and this is the part worth understanding.

The thing that helps fastest already happened, automatically, before any human was involved. At the moment the signal fired, the member was shown the crisis helplines for the country they are set to, held inside the application, and in the iOS application working with no network connection and without being signed in. No person could have done that faster, and no person is standing between them and it.

What your escalation adds is a human being checking in on somebody. That is worth doing and it is appropriately a daytime thing. It is not an emergency response, and if an emergency response is what is needed, step 4 above is the route, not us.

8.4.3 And this is what we already tell members

Clause 14.5 of the Terms says plainly that InnieHub is not an emergency service, does not monitor in real time, cannot promise anyone sees a signal quickly, and does not undertake to intervene. Nobody has been told we watch overnight. You are not covering for a promise we made to somebody else.

8.5 What you must not do:

• Do not contact the member outside the process. Not by direct message, not by mentioning it in a thread, not by "checking in" in a way that reveals you know.
• Do not investigate. Do not read their posts looking for evidence, do not ask their connections, do not look at their profile for clues.
• Do not tell anyone, including other moderators who did not receive the notification.
• Do not attempt a clinical intervention. Do not assess risk, do not ask about plans or methods, do not attempt to talk somebody down, do not give clinical advice.
• Do not take any moderation action because of a safety signal. A crisis signal is never grounds for removing content, restricting an account or recording anything against a member. The system itself writes nothing: no report, no strike, no mark. Reaching for help is not an infraction here and must not become one through you.

8.6 You are not responsible for this person's safety. Read that again if you need to. You did not choose to receive the notification, you have no training, no clinical duty and no ability to intervene. The correct action is almost always to escalate and stop. Nobody will criticise you for escalating something that turned out to be nothing.

8.7 If a notification distresses you, and it may, especially given who this community is for and what may be true of your own life, put it down and pause the role. One button, section 9.3, nobody is told. Then write to moderators@inniehub.com if you want to, or do not. Section 9 applies.

8.8 InnieHub is not an emergency service and cannot dispatch help. If you personally believe someone is in immediate danger, contact emergency services as you would for anyone, as a person, and tell an administrator you did.

9. Your own wellbeing

9.1 This section is not boilerplate. You are a member of a mental health community who has agreed to read reports about harassment, self-harm and abuse. That has a cost, and it accumulates quietly.

9.2 Nothing is expected of you. No hours, no volume, no response time, no availability. If you open the queue once a month, that is a complete performance of this role, and the role does not lapse for it.

9.3 You may step back at any time, for a day or a year, without telling us why and without giving notice.

There is a button in your settings that pauses your powers immediately. It keeps the role, puts everything down, stops the safety notifications in section 8, needs no reason, has no expiry, and nobody is told, not the other moderators, not the administrators, not the community. You turn it back on the same way, whenever you want, or never.

9.4 Stop when a case is affecting you. If content is touching something in your own life, do not push through it. Hand it over. Handing over a case for that reason is a correct decision, not an admission of anything, and it will never be held against you.

9.5 Do not read the queue when you are unwell. If you are in a difficult period yourself, the queue can wait. It always can.

9.6 Watch for the signs. Dreading opening the app. Carrying cases into your evening. Finding yourself angry at members. Feeling responsible for outcomes you cannot control. Any of these means step back now rather than later.

9.7 What we offer, stated honestly rather than generously.

An administrator you can write to at moderators@inniehub.com, who will answer you. That is it, and we would rather say so than describe a support programme we do not have. There is no clinical supervision, no debrief service, no counselling, no rotation off heavy queues and no cap on how many hard reports reach you.

If that sounds thin, the honest response is the one in 9.3: the support we can actually guarantee is that stopping costs you nothing and takes one button. We built that first, because it is the one that works at three in the morning without anybody being awake.

9.8 You may resign at any moment with no consequence to your account or your standing. See section 13.

9.9 If you are struggling yourself, you are a member first. Use the community, use the crisis resources, tell us. The role does not oblige you to be well, and holding it does not disqualify you from needing help.

10. Conflicts of interest

10.1 Never use moderation powers in a matter you are involved in. If content is about you, directed at you, from someone you have argued with, or in a thread you are part of, escalate it and do not act.

10.2 Never use them on a friend, a partner, or someone you know outside InnieHub, in their favour or against them. Escalate. This includes somebody you know only because you saw who wrote an anonymous post (7.9).

10.3 Never use them in a group you own or lead where the dispute concerns the group itself.

10.4 Disclose anything that could look like a conflict to moderators@inniehub.com before acting, or immediately after if it only became clear later. Disclosing is always safe; not disclosing is the problem.

10.5 No commercial conflict. Do not moderate content concerning a product, service, organisation or person you have a financial interest in.

10.6 Do not use the role for standing. The role is not a platform for your views, an advantage in an argument, or a reason members should defer to you. Do not remind people you are a moderator in a disagreement.

10.7 Do not accept anything from a member in connection with a moderation decision, money, gifts, favours, or a subscription.

10.8 You cannot hold this role and a professional listing. If you are listed in the InnieCare directory, or want to be, you cannot moderate. One person holding a therapeutic relationship with a member and the power to suspend that member's account is a conflict no form can fix, and the system refuses it at both doors.

11. Data protection

11.1 The legal position. When you moderate, you handle personal data on our behalf and under our authority. Under Article 29 of the GDPR and the equivalent UK provision, a person acting under the controller's authority may process personal data only on the controller's instructions. Our instructions are this agreement, the Community Guidelines and the moderation process we give you. You are not free to decide your own purposes for any of it.

That status does not make you a processor in your own right and does not make you an employee, see 3.2. It means what it says: you are acting for us, on what we told you, and nothing else.

11.2 Practically, that means:

• process only what you need for the case in front of you;
• do not keep copies anywhere outside InnieHub's systems;
• do not move data into another tool, spreadsheet, note app or chat;
• do not use a shared or public device where others could see the queue;
• do not look at a member's information out of curiosity;
• delete anything you were sent about a case once the case is closed.

11.3 Special category data. Almost everything you see here is information about someone's mental health, including, on this platform, the bare fact that a person has an account. It carries the highest level of protection under every law that applies to us. Treat every report as though it concerned your own diagnosis being read by a stranger.

11.4 If you lose control of anything, a device, an account, a screenshot that went somewhere it should not, tell us immediately at security@inniehub.com. We may have a legal obligation to notify an authority within 72 hours, and that clock starts when we find out. Telling us fast is the single most useful thing you can do, and you will not be blamed for an honest mistake reported promptly.

11.5 Secure your account. Use a strong, unique password and do not stay signed in on a shared device. InnieHub does not currently offer two-factor authentication on either surface, so your password is the whole of it, please treat it accordingly.

11.6 If a member asks you to exercise a data protection right, access, deletion, correction, do not act on it yourself. Send them to privacy@inniehub.com.

12. Communications and representing InnieHub

12.1 You do not speak for InnieHub. Do not state or imply that your view is ours, and do not answer questions about our policy, our plans, our finances or our decisions as though you had authority.

12.2 Do not speak to press or researchers about InnieHub, its members or your role. Send them to support@inniehub.com.

12.3 You may say publicly that you moderate InnieHub. You may not describe cases, members, internal discussions or decisions.

12.4 Blog posts. Anything you write for the blog is reviewed before it appears. Write as yourself, not as the platform, and do not present personal experience as clinical evidence, section 7 of the Community Guidelines applies to you as it does to everyone, and more so, because the blog reaches the whole community.

12.5 Do not make promises on our behalf, that content will be restored, that an account will be reinstated, that a policy will change, or that someone will receive a refund.

12.6 If you disagree with us publicly, that is your right as a member. Do so without disclosing anything confidential, and step back from moderating the topic you are arguing about.

13. Stopping, and being asked to stop

13.1 You can resign at any time, instantly, from the control in your settings. No notice, no reason, no handover, no conversation, and nobody is told. Your acceptance of this agreement is withdrawn at the same moment, the record that you once accepted it stays true about the day you gave it, which is how our consent records work everywhere.

13.2 Resigning changes nothing about your membership. Your account, your content, your connections, your history and your standing are untouched. You are not demoted or marked in any way.

13.3 We may remove the role where:

• you breach this agreement, the Terms or the Community Guidelines;
• you moderate in a way that is arbitrary, disproportionate or discriminatory;
• you breach confidentiality or a data protection obligation;
• you act despite a conflict of interest;
• we restructure or discontinue the role.

Inactivity is not on that list, and will not be. Nothing is expected of you (3.3, 9.2), so lapsing a role for not using it would contradict the rest of this agreement. Clause 12.8 of the Terms says the same.

13.4 If we remove it, we tell you why, in writing, with the same six elements as any other measure, and you may appeal to appeals@inniehub.com. Removal of the role is a restriction under clause 12.8 of the Terms and the appeal process in clause 11 applies to it in full.

13.5 Removal of the role is not a restriction on your account. They are separate decisions. Losing the role does not affect your membership unless the same conduct independently breaches the Terms.

13.6 Section 7 survives, indefinitely, including 7.9. Sections 11.4, 14 and 15 survive to the extent they relate to things that happened while you held the role.

14. If something goes wrong

14.1 If you make a mistake, tell us. Reverse it if you can, and most of what you can do is reversible, which is why 4.2 exists. Escalate if you cannot. Honest errors handled openly are not a problem: one reasonable decision that turns out to be wrong is an ordinary part of this work.

14.2 If a member is angry with you, do not engage. Send them to the appeal route and step away. You are not obliged to defend a decision to the person it affected, and you should not try.

14.3 If a member harasses, threatens or follows you because of a moderation decision, report it to safety@inniehub.com immediately. We take retaliation against moderators seriously and we will act on it.

14.4 If another moderator or an administrator behaves improperly, report it to moderators@inniehub.com or safety@inniehub.com. It reaches administrators, not the person you are reporting. We will not remove your role for raising a concern in good faith about how this platform is run.

14.5 If you are pressured to act outside this agreement, by a member, a moderator or anyone claiming to be staff, do not comply, and tell us.

15. Liability and our support for you

15.1 We stand behind you when you act properly. If a claim is brought against you personally by a third party arising from a moderation action you took in good faith, within your powers, and in accordance with this agreement and the Community Guidelines, we will indemnify you against that claim, including reasonable legal costs, subject to 15.2. You must tell us promptly, cooperate with us, and not admit liability or settle without our agreement.

15.2 That protection does not cover acts outside your powers, breaches of confidentiality or data protection, acts in a conflict of interest, dishonesty, malice, gross negligence, or anything you did after we asked you to stop.

15.3 You are responsible to us for loss we suffer because you acted in bad faith, breached confidentiality or data protection obligations, or acted deliberately outside your powers. We will not pursue you for an ordinary mistake made in good faith.

15.4 Expenses. We do not pay you. If we ask you to incur a specific cost, we will reimburse it. Reimbursement of an actual expense is not payment for services and does not change section 3.

15.5 No insurance. We do not provide you with professional indemnity or any other insurance, beyond the indemnity in 15.1.

15.6 The role carries no property right. It is a revocable permission, not something you own, and it has no value that can be transferred or compensated.

16. Changes to this agreement

16.1 We will tell you at least 30 days before a material change takes effect, and ask you to accept the new version. Until you accept it, the gate closes: the powers go quiet rather than carrying on under an agreement you have not seen.

16.2 If you do not accept it, your role ends on the date the change takes effect. Your membership is unaffected and nobody is told.

16.3 Previous versions are at the legal centre.

16.4 If any part of this agreement is not working, if a rule makes a case harder to handle, or asks something unreasonable, say so at moderators@inniehub.com. You are the people using it.

17. Contact

In an emergency, contact emergency services first, then tell an administrator.

Acceptance

By accepting, you confirm that you have read this agreement, that you understand the role is voluntary and unpaid, that you understand you may stop at any time with one button and without explaining, and that you agree to the obligations set out above.

Accepted by: {account}, on: {timestamp}, version: {version}