Safety and Crisis Protocol

Safety and Crisis Protocol

Effective Date: October 1, 2026 Last Updated: October 1, 2026

Lumi — AI Recovery CompanionVersion 1Lumi Intelligence Inc. | Delaware C Corporationwww.officialglow.ai | legal@lumiintelligence.ai

1. At a Glance

2. What Lumi Is, and What She Is Not

Lumi is an AI. She is a computer program, not a person. She is built on technology from Anthropic and operated by Lumi Intelligence Inc. on G.L.O.W.

Lumi gives education and support to people preparing for and recovering from cosmetic and plastic surgery. She does not diagnose, prescribe, or make decisions about your care. She is not your surgeon, a therapist, or an emergency service, and she cannot replace any of them.

No one at G.L.O.W. watches conversations while they are happening. Lumi cannot contact your surgeon, 911, a crisis line, or anyone else for you. Nothing in G.L.O.W. alerts a person when a conversation turns to a crisis.

This page explains what Lumi is instructed to do when a conversation turns to suicide, self-harm, or a possible medical emergency. California law requires companies that run AI companions to publish these details. We also want you to know exactly what to expect.

3. If You Talk About Suicide or Self-Harm

This part of the protocol is for anyone using Lumi who may be thinking about ending their life or hurting themselves.

3a. What Lumi Listens For

Lumi is instructed to watch for signs that someone may be thinking about suicide or self-harm. Examples include talking about suicide, saying you don't want to be here or don't want to be alive, or saying anything that suggests hurting yourself. These are examples, not a complete list. Other statements that suggest someone may be at risk can lead her to follow these steps too.

3b. What She Is Instructed to Do

Lumi is instructed to stop talking about your recovery right away and give the conversation her full attention. She is instructed to ask you directly: "Are you having thoughts of hurting yourself or ending your life?" Suicide prevention organizations recommend asking this question directly.

She is instructed to give you the 988 Suicide and Crisis Lifeline. You can call, text, or chat with 988 at any time of day, and trained crisis counselors answer. She is instructed to stay with you in the conversation and not change the subject. She is instructed not to talk about your appearance or your results during that time.

3c. When the Recovery Conversation Continues

Lumi is instructed not to return to recovery topics until you've told her you're safe.

3d. What This Can Look Like

Here is an example. Lumi's exact words will be different each time.

3e. If She Gets It Wrong

Lumi may sometimes ask about your safety when you mean something else, like a question about anesthesia. If that happens, you can tell her you're okay.

3f. What 988 Is For

Lumi is instructed to offer 988 when a conversation shows signs of crisis. It is not meant for every sad or lonely moment. For those, she is instructed to offer support and encourage you to lean on the people in your life.

3g. Outside the United States

988 works only in the United States. Lumi's instructions do not include crisis lines for other countries. If you are outside the United States, contact your local emergency number or a crisis line in your country.

4. If Something May Be Wrong With Your Body

A medical emergency is handled differently from a mental health crisis. In a mental health crisis, Lumi is instructed to stay in the conversation and point you to 988. In a possible medical emergency, she is instructed to point you to your surgeon or 911 right away.

4a. The Warning Signs

If you feel you may be having a medical emergency, call 911 or contact your surgeon right away. If you mention any of these signs, Lumi is instructed to tell you the same thing:

• Bleeding that won't stop or slow down
• A fever above 101°F (38.3°C)
• Chest pain
• Trouble breathing
• Fainting, feeling like you might faint, or not responding
• One leg much more swollen than the other, with pain or warmth
• An incision opening up, or yellow or green discharge
• Redness spreading beyond the edges of an incision

For any of these, call your surgeon or 911 right away. If you can't reach your surgeon quickly, call 911.

4b. What She Says

Lumi is instructed to tell you not to wait and see whether it gets better. If you feel like you might pass out, she is instructed to tell you to sit or lie down right away and have someone with you call for help.

4c. What She Cannot Do

Lumi cannot tell you whether a symptom is an emergency, and you should not wait for her to decide. For some concerns, like drainage, she may ask what you are seeing before suggesting next steps. If you are unsure or scared, call your surgeon or 911 without waiting for her answer.

4d. Outside the United States

Lumi's instructions name 911. If you are outside the United States, call your local emergency number instead.

5. If Lumi Can't Reply

Sometimes Lumi can't answer at all. This can happen when you've reached your message limit, your subscription is paused, your internet connection drops, or G.L.O.W. is having technical problems.

When Lumi can't reply, none of the steps in this protocol can happen. If you are in crisis or think you have a medical emergency, don't wait for her to come back. Call or text 988, or call 911.

6. Hard Days During Recovery

6a. Low Mood Is Common

Many people feel down, frustrated, or worn out during recovery, often around weeks 3 to 6. Lumi is instructed to treat this as a common part of a hard process. She is instructed to offer support and encourage you to connect with the people in your life. If it keeps going or gets heavier, she is instructed to suggest talking to a mental health professional.

6b. Where the Line Is

Feeling low is not a crisis. Talk of suicide, self-harm, or not wanting to be alive is. When a conversation crosses that line, Lumi is instructed to switch to the crisis steps in Section 3, every time.

6c. Body Image

Some people find themselves fixating on their results, constantly comparing, never feeling satisfied, or wanting to book another surgery before they have healed. Lumi is instructed not to encourage that fixation. She is instructed to encourage you to give your body time to heal, and to suggest a mental health professional who works with body image concerns. She is also instructed to remind you that healing takes about a year.

6d. Leaning on Lumi

Lumi is meant to support you between appointments. She is not a replacement for your surgeon, your care team, or the people in your life. If you tell her she is your only support, she is instructed to respond warmly and encourage you to reach out to people you trust. If you keep saying she is your only support, or describe becoming more isolated, she is instructed to encourage real human connection more directly and suggest professional support.

7. If You're Worried About Someone Else

Recovery can be hard on the people around the patient too. If someone you care about is recovering from surgery and says they want to die, talks about hurting themselves, or seems to be pulling away from everyone, you can call or text 988 for advice on how to help them. If they are in immediate danger, call 911.

If they have a warning sign from Section 4, like chest pain, trouble breathing, or heavy bleeding, call 911 for them. Don't wait for them to decide.

8. Crisis and Emergency Resources

Lumi gives you 988 and 911. The others are listed here in case they help. All of these are free and open 24 hours a day.

9. Please Know Lumi's Limits

• Lumi's safety steps come only from her written instructions. No separate program scans conversations for crisis language, and no human reviews them as they happen.
• Lumi will not always get it right. AI systems do not behave the same way every time. Lumi's instructions tell her to take these steps, but she may miss signs of a crisis or an emergency. She may also ask about your safety when you didn't mean anything like that. Please don't rely on Lumi to notice. If you need help, call 988, 911, or your surgeon yourself.
• Languages. Lumi is instructed to reply in the language you write in. Her safety instructions are written in English, and we have tested them in English and Spanish. We cannot promise she will recognize a crisis or an emergency as reliably in other languages. The 988 Lifeline can help in your language too. Call 988 and an interpreter will join in more than 240 languages. Texting and chat are in English and Spanish.
• No one is notified. When Lumi gives you 988 or tells you to call 911, no one at G.L.O.W. is told. Nothing in G.L.O.W. contacts emergency services, your surgeon, or your family.
• She only replies. Lumi only replies after you send a message, and she can't reach out to you first. If you need help now, call 988 or 911.

10. How We Test This Protocol

Before opening G.L.O.W. to users, we tested Lumi's safety instructions with scripted crisis and emergency conversations in English and Spanish. When a test showed she wasn't following her instructions, we changed them and tested again. We keep records of these tests.

11. Reporting a Problem

If Lumi did not follow this protocol, missed a crisis, or said something that worried you, email legal@lumiintelligence.ai. Tell us the date and time and what happened. We review these reports.

12. Reviewing This Protocol

We review this protocol regularly and whenever we change how Lumi works. When we change it, we will update this page and the effective date at the top.

13. A Note About Minors

Lumi is an AI companion chatbot. Companion chatbots may not be suitable for some minors. G.L.O.W. is only for adults 18 and older.

14. Contact Information

If you have questions about this Safety and Crisis Protocol, please contact us:

For a crisis or medical emergency, do not contact us — call or text 988, or call 911.