Privacy Policy

1. Who we are

Held is operated by Crane Creative, based in South Australia. This Privacy Policy explains how we collect, use, store and disclose personal information when you use Held at familyheld.app (the "Service").

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. What we collect

Account details: your name, email address and login credentials.

Household details: the names and roles you give household members and people (including children's names, ages or classes if you choose to add them).

Captures you send in: screenshots, photos, forwarded emails, PDFs, pasted text and voice notes. These often contain personal information about your family — school notices, appointment letters, forms, costs and schedules — and may include information about your children.

Extracted items: the dates, times, costs, actions and notes our AI pulls from your captures, along with your approvals, assignments and completion history.

Billing details: your plan, subscription status and Stripe customer ID. Your full card details are collected and held by Stripe, not by us.

Technical data: device and browser information, push notification tokens, and basic usage analytics.

3. Children's information

Held is designed for adults managing family life. We do not knowingly collect accounts from children. Information about children (names, classes, school forms, medical or activity details) is provided by the adult account holder, who is responsible for having the authority to share it.

We treat information about children with particular care: it is only used to operate the Service for your household and is never used for advertising.

4. How we use your information

To operate the Service: storing your captures, extracting action items with AI, sending reminders, digests and notifications, and syncing with your calendar.

To process payments and manage your subscription via Stripe.

To communicate with you about your account, trial and product updates.

To maintain security, prevent abuse and debug problems.

We do not sell your personal information, and we do not use your captures or family data to train general AI models or for advertising.

5. AI processing

When you send a capture, its content is transmitted to third-party AI processing providers to extract the relevant details on your behalf. This processing happens only to deliver the extraction feature you requested.

AI extraction can make mistakes. Nothing is added to your household without your review and approval.

6. Who we share information with

Your household members: anyone you invite to your household can see its captures, items and people.

Service providers who help us run Held, acting on our instructions: cloud hosting and database infrastructure, AI processing providers, Stripe (payments), email delivery providers, and push notification services (Apple/Google).

Where required by law, or to protect the rights, safety or security of our users or the public.

Some providers process data outside Australia. Where they do, we take reasonable steps to ensure your information is handled consistently with this policy.

7. Storage and security

Your data is stored on managed cloud infrastructure with access controls, encryption in transit, and row-level isolation between households.

No system is perfectly secure. If a data breach occurs that is likely to result in serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

8. Retention and deletion

We keep your data while your account is active. If your paid plan ends, your household moves to the free tier and your data is retained — we never delete your data just because you downgrade.

You can delete individual captures and items at any time. You can request full account deletion by emailing katharine@cranecreative.com.au; we will delete your personal data from active systems, subject to backup cycles and any legal retention requirements.

9. Your rights

You can access and correct the personal information we hold about you, and most of it is editable directly in the app.

You can request a copy of your data, ask us to correct it, or make a privacy complaint by emailing katharine@cranecreative.com.au. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (oaic.gov.au).

10. Cookies and analytics

We use essential storage to keep you signed in, and privacy-respecting analytics to understand how the Service is used. We do not use your family content for ad targeting.

11. Changes to this policy

We may update this policy from time to time. Material changes will be notified in the app or by email before they take effect. The current version is always available at this page.

12. Contact

Privacy questions, access requests or complaints: katharine@cranecreative.com.au.