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Terms & Policies

SugarGlitch — Content Removal Policy

Last Modified: April 20, 2026

This Content Removal Policy is published by SugarGlitch Ltd, a Cyprus private limited company ("SugarGlitch," "we," "our," or "us"), and is incorporated into our Terms of Service.

This Policy describes the circumstances in which Content may be removed from the Services and the procedures we follow when doing so. "Content" includes Characters, Generations, prompts, profile information, and any other material on the Services, whether created by users or by SugarGlitch. This Policy works alongside our Prohibited Content Policy, Content Moderation Policy, Pre-Screening and Post-Screening Policy, Complaint Policy, and the DMCA procedures set out in our Terms of Service.

We aim to acknowledge removal requests within 5 business days and to act on valid requests promptly. Where Content is illegal or presents an imminent risk of harm, we will remove it immediately upon becoming aware of it.

1. Categories of Removal

Content may be removed from the Services in the following situations:

  1. Self-removal by users — you delete your own Content
  2. Internal policy enforcement — we remove Content that violates our Prohibited Content Policy or Terms of Service
  3. Removal requested by an affected person — including requests from individuals who appear in or are referenced by Content
  4. Legal process and government requests — court orders, regulatory notices, valid law-enforcement requests, and statutory takedowns
  5. Intellectual property notices — copyright (DMCA) and trademark complaints, addressed under the procedure in our Terms of Service

Each is described below.

2. Self-Removal by Users

You can delete most Content you have created — including Characters, Generations, profile information, and chat history — through your account settings. Deletion removes the Content from the user-facing Services. Some Content may persist temporarily in encrypted backups before being overwritten in the ordinary course, as described in our Privacy Policy.

Public Characters. If a Character you created has been set to "Public" and has reached a popularity threshold described in our Privacy Policy, that Character may be retained on the Services even after you delete other data or close your account, in order to avoid disrupting the experience of other users who interact with it. To avoid associating personal information with a retained Character, do not include personal information when creating a Public Character.

Account closure. Closing your account does not in itself delete every piece of associated Content. See our Privacy Policy for details on what is retained, for how long, and for the right of erasure under applicable law.

3. Internal Policy Enforcement

We remove Content that we determine violates our Prohibited Content Policy, our Terms of Service, or other applicable policies. This may follow user reports, automated detection, human review, third-party referrals, or our own initiative.

For Content categorized in Section 1 of the Prohibited Content Policy ("Always Prohibited — Zero Tolerance") — including child sexual abuse material, non-consensual sexual content involving real persons, content advocating violence, and trafficking content — removal is immediate upon detection or notification, without prior notice to the user who submitted the Content. We may also report such Content to law enforcement and applicable authorities.

For other policy violations, we may remove the Content, restrict its visibility, or apply other proportionate measures.

4. Removal Requests From Affected Persons

4.1 Who can request removal

If you believe Content on the Services depicts you, references you, or otherwise affects your rights, you may request its removal. Common bases include:

  • The Content depicts your likeness, voice, or identifying features without your consent
  • The Content uses your name, persona, or other identifying information without your consent
  • The Content discloses your private personal information
  • The Content depicts you in a sexual or intimate context without your consent (which is also strictly prohibited under our Prohibited Content Policy)

Authorized representatives, parents or guardians of minors, and lawyers acting on behalf of an affected person may also submit requests.

4.2 AI-generated resemblance

All Content on the Services is produced through artificial intelligence in response to user inputs. Resemblance to a specific real person can arise in two ways: (a) unintentionally, as a result of model variance and training data, or (b) intentionally, where a user has crafted prompts or Characters to depict a specific person. The latter is prohibited by our Prohibited Content Policy. We respond to valid removal requests in either case — the requestor does not need to prove that the resemblance was intentional.

4.3 How to submit a request

Send a request to [email protected] with the subject line "Content Removal Request." Please include:

  • A description of the Content and where it appears on the Services (URL, Character name, screenshots if possible)
  • A statement of who you are and your relationship to the Content (yourself, your client, your child, etc.)
  • The basis for the request (e.g., depicts your likeness without consent, contains your private information)
  • Sufficient information for us to identify the affected person (we may follow up to verify identity — see below)
  • A statement that the information in the request is accurate and made in good faith
  • Your contact information

Where applicable, you may also exercise your rights under the Privacy Policy (including the right of erasure under GDPR or equivalent laws), which may apply alongside this Policy.

4.4 Verification

To ensure that requests are accurate and legitimate, and to protect the rights of users whose Content may be removed, we may ask you to verify your identity or your authority to act on behalf of another person. Verification may involve reviewing government-issued identification (which we will handle in accordance with our Privacy Policy and delete after verification, where required by applicable law), confirming an authorized representative's authority, or other reasonable measures. Where the affected person is a minor, parental or guardian verification may be required.

We may decline to act on requests that we cannot verify, that appear made in bad faith, or that are duplicative of prior requests we have already addressed.

5. Legal Process and Government Requests

We may remove Content in response to:

  • A valid court order or other legally enforceable judicial process
  • A valid government or regulatory order (including notices issued under the EU Digital Services Act, the UK Online Safety Act, and equivalent regimes)
  • A request from law enforcement where required by law, and in connection with our cooperation policies
  • Statutory takedowns under applicable national laws

Where required by applicable law, we will challenge or limit overbroad requests and will act only to the extent legally required. We may notify the affected user of a legal request unless prohibited from doing so by law or in cases involving an emergency.

6. Copyright and Trademark Complaints

Removal requests based on alleged copyright infringement are handled under the DMCA notice-and-counter-notice procedure set out in our Terms of Service, consistent with the U.S. Digital Millennium Copyright Act, the EU Copyright Directive, and other applicable laws. Trademark complaints may be submitted to [email protected] with the subject line "Trademark Complaint."

7. Notice to Affected Users (Statement of Reasons)

When we remove or restrict access to Content you submitted, we will, to the extent required by applicable law (including the EU Digital Services Act), provide you with:

  • The fact and nature of the action taken (removal, demotion, age-gating, account-level action)
  • The Content that was affected, identified specifically
  • The grounds for the action (the policy provision, legal basis, or court order relied upon, with reasonable specificity)
  • Information about the appeals process described in Section 8

We will not provide a statement of reasons where prohibited by law, where doing so would compromise an ongoing investigation, or where the action concerned manifestly illegal Content as permitted by applicable law.

8. Appeals

If your Content was removed or restricted and you believe the action was incorrect, you may submit an appeal within 30 days by emailing [email protected] with the subject line "Removal Appeal" and including:

  • The Content and the action taken
  • Why you believe the action was incorrect
  • Any supporting context

We aim to respond to appeals within a reasonable time and, where practicable, to have them reviewed by a person who was not involved in the original decision.

For copyright takedowns, a separate counter-notice procedure is available as set out in our Terms of Service. EU users may also bring proceedings before the courts of their member state of residence.

9. Repeat and Manifestly Unfounded Requests

We may suspend or limit submission rights for users or other persons who repeatedly submit removal requests that are unfounded, abusive, or designed to harass other users. Similarly, we may suspend users who repeatedly submit Content that is removed under this Policy. These measures are described further in our Content Moderation Policy.

10. Privacy

We treat removal requests confidentially. We do not disclose the identity of a requestor to the affected user or to any third party without consent, unless required by law or necessary to defend a legal claim. We process personal information related to removal requests in accordance with our Privacy Policy.

11. Retention After Removal

When Content is removed from the user-facing Services, it may be retained for a limited period — for example, in backups, in moderation logs to enforce our policies and respond to disputes, in evidence preserved for law enforcement, or where retention is required by applicable law (including, in the case of CSAM and similar material, mandatory reporting obligations). Retention is governed by our Privacy Policy and applicable law.

12. Changes to This Policy

We may update this Policy from time to time. We will indicate the date of the most recent update at the top of this Policy.

13. Contact Us

For removal requests or questions about this Policy:

SugarGlitch Ltd
[REGISTERED ADDRESS — TBD]
Cyprus
Email: [email protected]