On this page, our European users find useful information on Character.AI’s compliance with the EU Digital Services Act (DSA).
Single Point of Contact
For DSA-related inquiries, users can contact Character.AI here or at DSAusers@character.ai.
If you want to report suspected illegal content on our service, please use our dedicated reporting channel above and refer to the information provided below.
EU Member States’ authorities, the European Commission, and the European Board for Digital Services may contact Character.AI at DSAauthorities@character.ai. Communications received may be in Dutch and English. These contact channels are exclusively for public authorities and may not be used for any other purpose.
Legal Representative
Character.AI has appointed VeraSafe Netherlands B.V., Keizersgracht 555, Amsterdam, 1017 DR, The Netherlands, as its Legal Representative under Article 13 of the DSA.
You can contact us through the Legal Representative by post at the indicated address, online at https://verasafe.com/public-resources/contact-data-protection-representative, or by phone at +420 228 881 031.
Reporting Illegal Content and Content Moderation
The content you submit to the services must not infringe applicable laws, the rights of third parties (together referred to as “illegal content”), our Terms of Service, including but not limited to violations of the terms on User Conduct, or our Community Guidelines (together referred to as “incompatible content”). We are not obliged to proactively check the content submitted to the services but we reserve the right to voluntarily investigate the content on our own initiative to identify and determine illegal or incompatible content.
Misuse Policy
Character.AI’s goal is to maintain a safe and trustworthy platform for all users. To protect the integrity of our services and reporting systems, we apply the following misuse policy in accordance with Article 23 of the Digital Services Act.
Content Misuse
Where Character.AI determines that a user has repeatedly submitted manifestly illegal content, we may take graduated action against that user, up to and including permanent termination of their account. Graduated actions may include the removal of specific content or user-generated profile elements prior to account termination. Where feasible, Character.AI may issue a prior warning before imposing account-level action. Manifestly illegal content includes, but is not limited to, child sexual abuse material, content inciting or promoting terrorism, and other content that is clearly unlawful under applicable EU or Member State law.
Reporting and Complaints Misuse
Where Character.AI determines that a user, individual, or entity has repeatedly submitted notices or complaints through our reporting channels or internal complaint-handling system that are manifestly unfounded, we may take action against that user by suspending the processing of notices submitted through our reporting channels and/or of complaints submitted through our internal complaints-handling system. A notice or complaint is manifestly unfounded where it has no reasonable basis in fact or law, misrepresents the nature of the reported content, or appears designed to harass, suppress, or target a specific user rather than flag a genuine policy violation.
Factors Considered in Determining Misuse
Character.AI assesses potential misuse on a case-by-case basis, in a timely, diligent, and objective manner. In making this assessment, we consider all relevant facts and circumstances, including at least the following:
- The absolute number of manifestly illegal content submissions, or manifestly unfounded notices or complaints, within a given timeframe
- The proportion of such submissions relative to the user's or entity's total submission history within that timeframe
- The gravity of the misuse, including the nature of any illegal content submitted and its consequences for affected users or third parties
- Evidence of coordinated or targeted behavior directed at a specific user, account, or category of content without reasonable basis
- Where identifiable, the apparent intent of the user or entity, including any indication of deliberate abuse of Character.AI's reporting or complaint systems
- Any prior warnings issued to the user or entity regarding similar conduct
- The harm caused or likely to be caused to users targeted by bad-faith reports or to the integrity of Character.AI's moderation processes
Enforcement and Redress
Where Character.AI takes action under this policy, users who believe action has been taken incorrectly may contest the decision through our internal complaint-handling system.
We will take appropriate action against anyone who we conclude has violated applicable laws, rights of third parties, our Terms of Service, or our Community Guidelines. That action may include, without limitation, warning the user, restricting the visibility of content, suspending or removing content from the services, suspending or terminating the user account, and reporting the user to law enforcement.
We use automated and manual measures to help identify activities that may be illegal (such as terrorism content and child sexual exploitation and abuse content), non-compliance and/or failure to comply with our Terms of Service and/or our Community Guidelines. When automated measures have been used to review content, we will inform the user who submitted the content to the services about the use of automated means, to the extent that our or our users’ legitimate interest do not preclude this.
You can report content by using the “report content” flag that appears when you click on a Character or you can report another user by using the “report” flag on the user’s profile. You can also report content and make other complaints using the "submit a ticket" form on Character.AI's Help Center here. We may share information from your report with the user who provided the reported content in investigating whether the reported content is illegal content or incompatible content and to explain the actions that we take regarding that user.
When deciding on the appropriate and proportionate content moderation measure, we will give due consideration to the legitimate interests of the uploader, of other users, of any affected right holders, of other affected parties concerned, and of our own. In particular, we assess the nature of the content concerned, the gravity of the respective violation or illegal content, and any indications on whether or not the user was at fault. Upon receipt of a report, we also consider the explanatory information and evidence provided with the report and, if available, the submission history of the reporter.
When deciding whether to terminate an account, we consider all relevant factors of the specific case, such as the frequency, severity, and impact of a violation, as well as any measures previously imposed.
Users can contest moderation decisions by appeals@character.ai. Users may also submit a disputed moderation decision to a certified out-of-court dispute settlement body.
through the internal complaint-handling system of platforms. Platforms are required to promptly review their decisions.
However, the DSA also gives users the right to turn to out-of-court dispute settlement (ODS) bodies, if they think a decision by an online platform was wrong. A list of certified out-of-court settlement bodies and their details is available in the table at the bottom of the page.OPs must inform users in a clear and user-friendly way of the possibility to select a certified out-of-court dispute settlement body (OODCSB) for DSA moderation decisions. This information should be included on the decision (Art 17(5) DSA) and on the DSA page.