Privacy Policy

Friends Resilience Pty Ltd ACN 112 233 566 (“FR”, “we”, “us” or “our”) provides FRIENDS Resilience training, resources, public animated books and associated account services through the Friends Resilience website and Hub (together, the “Services”).

This Privacy Policy explains how we collect, use, disclose, store and protect personal information relating to visitors, purchasers, account owners, reader profiles, licensees, facilitators, organisations and program participants. We manage personal information in accordance with applicable privacy laws, including the Australian Privacy Principles where they apply.

This Policy is a notice about our information-handling practices. Where the law requires consent for a particular collection, use or disclosure, we will request that consent separately and specifically.

Personal information we collect

Depending on how you use the Services, we may collect:

Name, email address, telephone number and contact details.
Billing address, order history, receipts and payment status.
Account login, verification, security, device and session information.
School, organisation, licence, training and facilitator information for professional Hub users.
Reader profile name, protected PIN, assigned books and access-expiry information.
Answers, drawings, activities, saved progress and other content a reader chooses to enter in an animated book.
Support enquiries, complaints and communications with us.
Technical information such as IP address, browser, device, cookies, usage events and security logs, including information used to prevent fraud and protect the Services.

Some reader answers may reveal health, wellbeing or other sensitive information. We only seek information reasonably needed to provide the relevant interactive activity and will request specific consent where applicable law requires it.

How we collect personal information

We may collect personal information:

Directly from you when you browse, purchase, register, create or manage profiles, use a book or contact us.
From an account owner who creates or manages a reader profile for another person.
From an authorised professional user or organisation administering a FRIENDS Resilience service.
From payment, identity, email, hosting, analytics and support providers used to operate the Services.
Automatically through cookies, logs and similar technology when you use the Site or Hub.

If you provide information about another person, you must have authority to do so and make this Policy available to them or, where appropriate, to their parent or guardian.

How we use personal information

We use personal information where reasonably necessary to:

Verify checkout email addresses, process purchases and issue confirmations and receipts.
Create and secure accounts and reader profiles.
Provide animated-book access and save each reader’s answers and progress.
Provide professional training, licensing, resources and related administration.
Respond to support requests, access problems, enquiries and complaints.
Prevent fraud, investigate misuse, enforce access limits and protect the security of the Services.
Maintain business, financial, compliance and audit records.
Understand and improve the reliability, accessibility and use of the Services.
Comply with legal obligations and exercise or defend legal rights.

We may send essential purchase, account, security and service messages. We send direct marketing only where permitted by law. Marketing messages include a way to unsubscribe, and opting out of marketing does not stop essential service communications.

Payment information

Payments may be processed by PayPal or another payment provider displayed at checkout. Payment providers collect and handle payment-card or account details under their own privacy policies. FR does not store full payment-card numbers or card security codes, but we retain transaction identifiers, payment status, amount and related order records needed to complete and support the purchase.

Reader privacy and account-owner access

Reader profiles keep answers and saved progress separate from other reader profiles. General account management, purchase history, receipts and confirmation emails do not display a reader’s answers, journal-style entries or detailed page-by-page activity.

The account owner can manage profiles, reset a reader profile PIN and then enter that profile. We therefore cannot promise that a reader’s content is absolutely confidential from the account owner. Readers and account owners should consider this before entering information into an animated book.

Disclosure and service providers

We may disclose personal information where reasonably necessary to:

Payment providers that process and confirm transactions.
Cloud hosting, database, email, security, analytics and technical-support providers.
Delivery and fulfilment providers for physical products, where applicable.
Professional advisers, insurers, auditors and regulators.
Law-enforcement bodies, courts or other parties where required or authorised by law.
A party involved in a business restructure, merger or transfer, subject to appropriate safeguards.

Service providers are permitted to handle personal information only for the services they provide to us and subject to applicable contractual and legal obligations.

Overseas recipients

FR is based in Australia. Some service providers may store or process personal information outside Australia, including where a global payment, cloud, email, analytics or support provider operates. The countries involved can change with our providers and the location from which a customer uses the Services. Where required, we take reasonable steps to ensure overseas handling is consistent with applicable privacy obligations. You may contact us for current information about likely overseas locations relevant to your information.

Storage, security and retention

We use access controls, authentication, encryption and monitoring designed to protect personal information against loss, misuse and unauthorised access or disclosure. Passwords and reader PINs are stored in protected form. No internet service can guarantee absolute security, and users are responsible for keeping passwords and PINs confidential.

We keep personal information for as long as reasonably needed to provide the Services, maintain purchase and financial records, resolve disputes, meet legal obligations and protect legitimate business interests. When information is no longer required, we take reasonable steps to delete or de-identify it. A confirmed reader profile deletion permanently removes that profile’s assigned access, answers and progress from normal use, subject to limited backups, security records and legal retention requirements.

Access and correction

You may request access to personal information we hold about you or ask us to correct inaccurate information. We may need to verify your identity and may refuse or limit access where the law permits or requires us to do so. Contact licensing@friendsresilience.org to make a request.

Cookies and analytics

We use cookies and similar technologies for authentication, security, preferences, performance measurement and understanding use of the Site and Hub. Some analytics or advertising providers may receive device, browser and usage information under their own privacy terms. Browser controls can block some cookies, but essential account and checkout functions may not work correctly without them.

Changes to this Privacy Policy

We may update this Privacy Policy when our Services, providers or legal obligations change. We will publish the current version here and identify its effective date. Where a change materially affects how we handle existing personal information, we will provide additional notice where appropriate.

Questions and complaints

Contact licensing@friendsresilience.org with privacy questions, access or correction requests, or complaints. We aim to respond to complaints within 14 business days. If you are not satisfied, you may contact the Office of the Australian Information Commissioner or another regulator available to you.

Animated-book usage information

Our first-party animated-book usage records may include a visit identifier, book and access mode, event time, session and page identifiers, estimated active time, completion events, approximate country, device category, platform and screen-size category. These records are separate from saved answers and drawings and do not contain their text, passwords, reader PINs, payment-card details or an IP-address field. Paid-reader usage is linked to the purchased reader access and therefore the account and assigned profile. Public-preview events have no account or purchased-access reference in the event record.

Website requests and operational diagnostics may separately involve IP addresses and other technical information. Shared Hub layouts may also load Google Analytics and Meta page-view technology. Those providers may receive browser, page and network information under their own privacy terms. This Policy does not claim that every website request is anonymous or that third-party tracking is absent.

Reader deletion and retained records

Deleting a reader profile removes the profile and its saved book state and makes its assigned access unavailable. Purchase and access records remain for transaction, security and legal purposes. Usage events linked to those retained records may remain linked to the purchasing account; profile deletion does not automatically anonymise or erase them. Contact us to ask what information must be retained or to request broader deletion.

This Privacy Policy is effective 9 September 2026.