Terms & Conditions

Last updated October 8, 2026

Read the full Privacy Policy

1. About Unfreeze

Unfreeze is a self-care and peer-support app. It is not medical care, therapy, diagnosis or an emergency service.
If you might hurt yourself or someone else, or you're in danger, call 911 or call or text 9-8-8 (Suicide Crisis Helpline) right away. Outside Canada, contact your local emergency number.
Peer listeners, community members and room hosts are not professionals unless clearly marked, and their views are their own.
Some replies in Unfreeze, including Still, are generated by AI, not by a person.
Unfreeze is operated by Unfreeze, Toronto, Ontario, Canada.

2. Your account

You must be at least 16 years old (or the minimum age in your country) to use Unfreeze.
Keep your login private. One person, one account. Fake or duplicate accounts may be removed.
You can delete your messages and posts. You can delete your account in Settings → Delete account, or by emailing us, subject to lawful retention obligations.

3. Community safety

Be kind. No harassment, hate, sexual content, scams, selling, asking for money, or sharing contact details in public spaces.
We use automatic filters and human moderation. We may hide content, limit features or close accounts that break these rules. Contact us if you believe a moderation decision is wrong.
Only upload photos or recordings of yourself, or of people who have given you permission. Never use the talking-photo feature to animate someone else’s face without their consent.
You can report any post, message or member, and block members you don’t want to hear from.
You own what you post. By posting, you allow us to display it in Unfreeze so the feature works. You can delete it at any time.

4. Premium plans

Prices are in Canadian dollars (CAD). Paid checkout is not yet enabled. If subscriptions become available through the App Store or Google Play, billing and cancellation will be managed in your store account settings.
Premium is offered weekly ($3.99), monthly ($12.99) or yearly ($119.99, paid upfront). Prices may include or exclude tax depending on where you live.
Plans renew automatically until you cancel. Cancelling stops the next renewal; you keep Premium until the end of the period you paid for.
Refunds follow applicable law and the payment provider's rules. Mandatory consumer rights take priority over these terms.

5. Credits

Credits are a thank-you reward. They have no cash value, cannot be bought, sold or transferred, and can only be used for the rewards shown in the app.
500 credits = $1 in redemption value. Book vouchers are available in the app; subscription redemption will be available when payment support is enabled.
You earn credits for: signing up (50), a welcome bonus the first time your paid plan starts (3 weekly, 15 monthly, 100 yearly), helpful Community replies (20) and listener chats (30).
Book discounts are funded by our partner bookstores and publishers. Partner offers can change or end.
Credits may expire if your account is inactive for 12 months or closed, where permitted by law.

6. Invite-a-friend program

Share your personal link only with people you know. No bulk messages, posting in public groups, or paid ads. Your friend must be new to Unfreeze and sign up using your link.
When your friend signs up, you both get 20 credits, and you get 5 more credits for each month your friend has an active paid plan, for up to 12 months per friend. Monthly rewards are collected with the Collect monthly +5 button, once per calendar month per friend.
Credits for your own paid-plan welcome bonus are only given after payment succeeds. Refunded or charged-back payments remove related credits.
Inviting yourself, using fake accounts, spam or paid ads with your link is not allowed and can lead to losing credits or your account.
Important changes to this program follow the notice process in section 8. Credits already earned remain valid under the applicable redemption and expiry rules.

7. Privacy

We never sell your data or use it for advertising. We do not use your data to train AI models.
We collect account information, check-ins, Calm summaries, profile answers and content you submit. Access depends on the person's role and the purpose; these records are not open to all members.
Authorized moderators can review community content, reports and information needed to address safety or abuse. This does not give every moderator routine access to private check-ins or talks. Authorized administrators can access a Calm summary through the emergency-sharing feature when you have enabled that consent.
Service providers processing hosting, storage, AI replies, translation, speech and talking-photo generation can process the information needed to deliver those features. A professional you send a summary link to, or anyone who receives that valid link, can view the shared summary until the link expires or is revoked.
We may disclose information to authorities or other recipients when required by a valid legal request, or otherwise permitted or required by applicable law. We assess the legal basis and limit disclosure to what is necessary.
Peer SOS matching is automated. It ranks potential matches using topics, languages, preferences and personality-profile responses without displaying the underlying private answers to other members. It does not diagnose you or guarantee compatibility. Listener approval is manually reviewed.
The full Privacy Policy explains processing, recipients, your choices and how to contact us about your data.

Full Privacy Policy →

8. Changes and contact

We will give at least 30 days' notice of important changes before they take effect, by email or a prominent in-app notice. The notice will describe the changes and their effective date.
If you disagree, you may stop using Unfreeze and cancel your subscription before the changes take effect by contacting us. Cancellation stops future renewals. Any refund or other remedy required by law remains available; no new charge is imposed merely for disagreeing.
General questions and cancellation requests: support.unfreeze@outlook.com. Privacy contact, access, correction or deletion requests: support.unfreeze@outlook.com.

9. Disclaimer and liability limits

Exercises, questionnaire adaptations, Calm summaries, AI replies and peer conversations are for self-care and reflection, not professional advice or clinical assessments. AI may make mistakes. Do not use the app to delay necessary professional or emergency help.
To the extent permitted by law, Unfreeze is provided as available without a guarantee of uninterrupted access, accuracy or any particular result. We cannot guarantee the conduct of members or third-party providers.
To the extent permitted by law, Unfreeze is not liable for indirect or consequential losses from use of the service. Nothing excludes or limits liability that cannot legally be excluded or limited, including applicable statutory warranties, consumer remedies, or liability for intentional or gross fault where protected by law.

10. Governing law and French availability

These terms are governed by the laws of Ontario and the federal laws of Canada applicable there, except where mandatory laws in your place of residence require otherwise.
Nothing in these terms removes mandatory protections or access to courts available to Quebec consumers or other consumers under applicable law. No exclusive Ontario forum is imposed where that would restrict those rights.
A French version of these Terms and the Privacy Policy is available through the Français links on these pages, including for Quebec users. You may review the French version before accepting; no English-only language waiver is required.