How we notice when someone is struggling

• •Every message to Serene is checked on your phone before anything is sent. The check looks for words and phrases that suggest you may be struggling.
• •We do not use low, medium or high risk categories to predict suicide or decide who gets help. We follow NICE NG225, which says not to do this.
• •Instead, we use three response modes — CHECK_IN, SUPPORT and URGENT — that change only the order and tone of what we show you, never what help is available. Every mode always offers 999, Reach a person and My plan.
• •We never show you a mode or label, and we never store it.
• •We don't score or label you. Whatever you tell us, every kind of help stays on the table.

Guidance we follow

• •We follow NICE guideline NG225 (self-harm: assessment, management and preventing recurrence) and Samaritans' safe messaging guidelines.
• •We never name or describe methods. We never present suicide as a solution. We always end with a way to reach a person.
• •We do not suggest ice, cold water, snapping bands, pain, or anything that mimics self-harm.
• •We do not claim endorsement by NICE, Samaritans, the NHS or any charity.

How we test

• •We are preparing a 200-message test set for review by the owner and a clinician.
• •We test that crisis replies are never generated, never counted against limits, and never blocked.
• •We test that no method names appear in any reply.
• •We save the exact model, system prompt version and phrase list version that passed testing. If any of them changes, Serene switches off until the tests pass again.

Our monthly helpline checks

• •We check every number against the service's own website at least once a month.
• •When a service closes, we remove it as soon as we can.
• •Every number is dated with the last check.

Other safety measures

• •Crisis lines and the safety pages, like I'm not safe and Tonight, are free, with no account and no age question. Some tools, like Check a message, Shield, and money and gambling help, need a free account.
• •Serene is an AI, not a person, and is for adults 18+ only. Children are never put in front of AI. Serene is a wellbeing and signposting tool. It does not assess, diagnose, monitor or treat any condition.
• •We keep no chat history.
• •We are a small UK company: DanceOnVibes Limited, ICO ZC249791.

How to report a problem

• •Something wrong? Tell us at safety@serenehelp.org and we'll fix it.

This is a self-help tool, not therapy or a diagnosis.