1. Who this applies to
This Acceptable Use Policy ("AUP") applies to everyone who uses Willow, the Willow Companion family app, or the nemorahealthcaresolutions.com website. It forms part of our Terms of Service — by using the Service you agree to follow this AUP.
2. Why this exists
Willow is used by people living with dementia. They are vulnerable to agitation, distress, and disorientation. Content that would be harmless on another platform — sad news, loud video, unfamiliar voices, sudden surprises — can have real welfare impacts on a Willow resident. We ask family members and carers to keep that context in mind whenever they send content into Willow.
3. Things you must not do
You must not use Willow or Willow Companion to:
- Harm or harass. Send threatening, abusive, harassing, defamatory, hateful, racist, or discriminatory messages, images, or audio.
- Distress. Knowingly send content reasonably likely to cause distress, fear, or confusion to a person living with dementia — including violent imagery, news of bereavement that hasn't been planned with the care team, or sudden loud audio.
- Sexual content. Send pornographic or sexually explicit content of any kind.
- Impersonate others. Pretend to be a relative, a doctor, or anyone you are not. Don't set up an account in a name that is not yours.
- Solicit or scam. Send unsolicited promotional content, requests for money, "phishing" attempts, or anything similar.
- Break the law. Send content that infringes copyright, breaches confidentiality, contains malicious software, or breaks any applicable law in the United Kingdom or your jurisdiction.
- Probe our systems. Scan, fuzz, penetration-test, or otherwise probe the Service without our prior written permission, or attempt to bypass any rate limits, authentication, or access controls.
- Reverse-engineer or extract. Decompile or scrape the Willow apps or the data they hold, except as permitted by law (e.g. section 50B of the Copyright, Designs and Patents Act 1988).
- Misuse video calls. Record video calls without the consent of the resident and any other participants; use Willow video calling to deceive, distress, or coerce a resident.
- Resell. Resell, rent, sublicense or otherwise commercially exploit the Service without a written agreement with Nemora.
4. Carer-specific responsibilities
If you administer Willow on behalf of a resident — as a paid carer, a family carer, or under a Lasting Power of Attorney — you take on additional duties:
- Make sure you have the appropriate authority to set up Willow and to share the resident's life-story content, photos, and family contact details.
- Review family invites and content before forwarding them to the resident where you have grounds to believe content may be unsuitable.
- Honour the resident's preferences and choices to the extent the resident can express them, in line with the Mental Capacity Act 2005.
- Report safeguarding concerns to your care home's safeguarding lead and, where appropriate, to the local authority.
5. Reporting a problem
If you receive a message or call through Willow that breaches this AUP, or if you have a safeguarding concern, please report it immediately:
- Email: info@nemorahealthcaresolutions.com with subject "Acceptable Use Concern"
- For urgent safeguarding concerns, contact your care home's safeguarding lead and (if needed) the police on 101, or 999 in an emergency.
6. What we'll do if this policy is breached
Depending on the seriousness of the breach we may:
- Issue a written warning
- Remove offending content from the Service
- Temporarily suspend the offending account
- Permanently terminate the account and any associated subscriptions
- Report illegal activity to law enforcement, social services, or other competent authorities
We aim to act proportionately. We will tell the account holder what we've done and why, except where doing so would be unlawful (for example, where it would prejudice an investigation).
7. Our content moderation approach
Willow is not a social network. We don't pre-screen messages, photos, or call content — most communication happens privately between a resident and their close family or carers. We rely on the people who use Willow, and on carers, to flag content that breaches this AUP. Where we are made aware of a breach, we'll act promptly under section 6.
8. Changes to this policy
We may update this AUP from time to time. The "Effective" date at the top of this page always reflects the current version. Continued use of the Service after a change takes effect means you accept the updated AUP.
9. Contact
Questions about this policy:
info@nemorahealthcaresolutions.com