Customer User Guidelines

Last Updated: 10/14/2026

Keen is a trusted network of talented spiritual advisors with over 20 years of experience connecting advice seekers with trustworthy guides. Whether you’re here to seek clarity or just looking for someone to talk to, we’re glad you have chosen our platform to help you on your path.

As part of our commitment at Keen, we are dedicated to ensuring that our platform remains safe and engaging for everyone. That's why we’ve created this article to supplement the Keen User Agreement and its corresponding policies. Our goal is to provide a snapshot of key policy highlights to make it easier to understand our expectations and keep everyone safe. Above any one specific policy, it’s important that everyone on Keen be treated with respect.

There are some instances in which our team may reach out to give a friendly reminder about conduct on Keen. Other times, we must take more serious action depending on the situation. It's important that you feel knowledgeable and clear on some of our most basic rules.

If you’d like more insight into where the guidelines below came from, check out the Keen User Agreement and its subsections: Privacy Policy, User Services Rules Policy, Refund Policy, Payment Policy, Feedback Policy, Photo Policy, Chat Policy, Anti-Spam Policy and Adult Content Policy.

Guidelines for Seekers of Advice

• You must be at least 18 to use Keen.
• Your Keen account is for you only, so please don’t let anyone else access or use it. You should also only use payment methods that you’re authorized to use and keep the information connected to your account accurate and up to date.
• Please keep your relationship with advisors on Keen. Please don’t ask advisors for personal contact information, social media or messaging usernames, or provide yours. Please don’t ask an advisor to provide paid services outside Keen or pay them through a third-party payment service. Users also shouldn’t use Keen to arrange in-person meetings with one another.
• Keen advisors provide spiritual advice, not professional medical services. They cannot diagnose illnesses, recommend treatments or medications, or predict medical outcomes. This includes advice or predictions about pregnancy.
• Advisors also cannot provide advice or predictions about legal issues. If you need help with a legal matter, please reach out to an attorney, law enforcement or another appropriate professional.
• Advisors cannot provide advice about situations involving minors who may be in danger, including situations involving domestic violence or grooming. They also cannot provide advice to anyone expressing a romantic or sexual interest in a minor.
• Advisors cannot provide investment or financial planning advice, including advice about the value of securities or whether you should buy or sell an investment.
• Advisors can’t provide winning lottery numbers or offer advice or services related to gambling, gaming, or sports betting.
• Advisors also cannot offer multi-level marketing opportunities or similar “get rich quick” services or promotions.
• Advisors cannot promise to change or guarantee your future through something they do on your behalf. Services involving spells, curses, or negative energy removal are not permitted on Keen.
• An advisor should never require you to purchase physical items as part of their services. This includes things like candles, crystals, oils, herbs, bath salts, tobacco, or similar products.
• Advisors should never ask you for donations or contributions, or suggest that you’ll receive something in exchange for one.
• Keen allows respectful conversations about sexual wellness when you are genuinely seeking advice, however adult content is not permitted. Please don’t use Keen for sexually explicit or suggestive conversations intended for sexual arousal or gratification, sexual solicitation, pornography, or other obscene sexual content. Sexual content involving minors is never allowed.
• Please treat advisors and other users with respect. Harassment, threats, discriminatory or abusive behavior, and repeated unwanted contact aren’t allowed. We all have a bad day now and again, but taking it out on another user is never okay.
• Please don’t harass an advisor because you are unable to connect with them. There may be a variety of reasons why an advisor is unavailable. If an advisor chooses to block you, please respect their wishes and don’t attempt to get around the block through another account or other means.
• Be respectful of our Customer Support team. They’re here to help you and will always do their best to find a solution to your inquiry. Just remember, there’s a human on the other side when you contact us.
• Be mindful of the feedback you post. Other users can see your comments and they mean a great deal to your advisors. Please try to put yourself in their shoes before writing a review. Feedback that violates our Feedback Policy may be removed.
• One thing our advisors have in common is empathy. As much as they want to help, if you are experiencing suicidal thoughts or are at-risk, please know that there are more appropriate resources available. We are here for you, but we also want you to receive the most appropriate help for whatever you are going through.

About Play Fair

Play Fair's role on Keen is to address policy issues related to our User Agreement. Our goal is to foster a safe community by educating users about our policies and addressing issues related to them when needed. Our team cares greatly about our community, and we endeavor to take an empathetic approach to the issues we address.

We want Keen to remain a safe and respectful space for everyone. We encourage users, whether they're on Keen to seek advice or to provide it, to reach out whenever they have questions or concerns related to safety issues or our policies in general. The best way to contact us is through our Customer Support Form.