Legal

Privacy Policy

Last updated: June 2026 · Governed by Australian law

NEED2YARN ("the service", "we", "us") takes your privacy seriously. We collect as little personal information as possible, use it only to deliver your booking, and never sell or share it. This policy explains what we collect, why, and how long we keep it.

This policy is prepared in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs). It also complies with the Spam Act 2003 (Cth) and the Do Not Call Register Act 2006 (Cth).

The short version: We collect only your first name, phone number, and email (optional). We never record calls. We never sell your data. Your phone number is deleted after 12 months. That's it.

1. What we collect and why

Information	Why we collect it	Legal basis
First name	To address you personally during the session. Not stored after the session ends.	Necessary to deliver the contracted service (APP 3)
Phone number	To connect your call, send reminders, and resolve any payment dispute if it arises.	Necessary to deliver the contracted service; retained for legitimate dispute resolution (APP 3, APP 11)
Email address (optional)	To send your booking confirmation and, if you opt in via the interest form, to notify you when booking opens.	Provided voluntarily; used only for the stated purpose (APP 3, APP 7)
Payment information	To process your booking payment.	Collected and processed by our third-party payment provider. We do not see or store your card details (APP 11).
Session type selected	To process your booking correctly.	Necessary for delivery of service. Not retained beyond the booking period.

We do not ask for, and do not collect, your last name, home address, date of birth, Medicare number, or any sensitive personal information (within the meaning of the Privacy Act 1988).

2. What we never collect

Call recordings — sessions are never recorded, transcribed, or noted
Call content — nothing discussed in a session is retained anywhere
Sensitive information — we do not collect health, racial, political, religious, or criminal information
Tracking or behavioural data — we do not use advertising trackers, Facebook Pixel, or cross-site tracking
Device fingerprints or persistent identifiers — beyond standard web server logs (see section 8)

3. How we use your information

Your personal information is used only for the following purposes:

To deliver the session you booked (connect the call, send confirmation and reminders)
To resolve a payment dispute if one arises
To contact you if we need to cancel or reschedule your session
To respond to a query or complaint you send to us
To notify you when booking opens, if you submitted your email via the interest form

We do not use your information for marketing, profiling, or any purpose beyond the above.

If you share personal information with us that we did not request — such as health details or other sensitive information — we will not retain it. We handle any such information discreetly and discard it promptly (APP 4).

4. Crisis referrals and out-of-scope sessions

NEED2YARN is not a crisis service, clinical service, or substitute for professional care. If at any point during a session the operator determines that the conversation has moved beyond the scope of this service — including situations involving crisis, suicidal ideation, medical emergencies, legal matters, or anything involving a person under 18 — the operator will:

Calmly acknowledge the situation and refer you to an appropriate service
End the session
Issue a full refund

Referrals in these situations will be to one or more of the following:

Lifeline — 13 11 14 (crisis support, 24/7, free)
Beyond Blue — 1300 22 4636 (mental health support, 24/7, free)
000 — police, ambulance, or fire (immediate danger only)

Important: This service does not use automated call monitoring, keyword detection, AI transcription, or any form of real-time audio analysis. Referral decisions are made solely by the operator, in real time, using their judgement. No recording or transcript is created at any point.

Nothing discussed in the session is retained, noted, or shared — including in the event of a referral. The operator does not take notes during or after any session.

5. How long we keep it

Phone number — retained for 12 months from the date of your most recent session, for dispute-resolution purposes only. Then permanently deleted.
First name — used during the session only. Not retained after your session concludes.
Email address — retained only for as long as needed to deliver what you signed up for (confirmation, launch notification). You may ask us to delete it at any time.
Payment records — retained by our payment processor in line with their legal obligations and terms.

6. Who we share your information with

We do not sell, trade, or rent your personal information to any third party.

The following service providers process limited information solely to deliver your booking:

Booking platform — to manage your session reservation and calendar
Payment processor — to collect and process your upfront payment securely
Call-forwarding provider — to connect your call at the scheduled time (routes the call; does not record it)
Website hosting and form provider — to operate the website and receive interest form submissions

Each of these providers is bound by their own privacy obligations and applicable Australian law. We select providers with demonstrated privacy and security standards.

We will disclose your information to law enforcement, courts, or regulatory bodies only if required by law.

Some of our service providers are based overseas, primarily in the United States. By using this service, you acknowledge that personal information shared with these providers may be processed outside Australia and that overseas recipients may not be subject to Australian Privacy Principles. We take reasonable steps to select providers with strong privacy and security standards and to ensure your information is handled appropriately (APP 8).

7. Marketing and communications

In line with the Spam Act 2003 (Cth), we will not send you unsolicited commercial electronic messages. If you submitted your email via our interest form, you consent to receiving a one-time notification when booking opens. You will not be added to any ongoing marketing list.

In line with the Do Not Call Register Act 2006 (Cth), we will not make unsolicited telemarketing calls to your number.

8. Operator privacy

The operator of NEED2YARN maintains personal anonymity as a deliberate feature of the service. We do not publish the operator's personal name, image, or identifying information. This protects both the operator and callers. You agree, by using the service, not to attempt to identify, expose, or publish the personal details of the operator.

9. Website and technical data

When you visit need2yarn.com, standard web server logs may record your IP address, browser type, referring URL, and pages visited. This data is not linked to your identity and is used only for security monitoring and basic site analytics. It is not shared with advertisers or third-party analytics services.

This website uses essential session cookies required for form functionality. It does not use advertising cookies, tracking cookies, or third-party marketing scripts.

10. Security

We hold the minimal information we collect securely. Access is restricted to what is necessary to deliver the service. We use industry-standard security practices for data in transit and at rest.

No digital system is completely secure. We minimise what we store precisely to minimise risk.

We rely on the personal information you provide being accurate and current. Please ensure your contact details are correct at the time of booking (APP 10).

11. Your rights (Australian Privacy Principles)

Under the Privacy Act 1988, you have the right to:

Access — ask what personal information we hold about you
Correction — ask us to correct any inaccurate information
Deletion — ask us to delete your phone number before the 12-month period ends (subject to any outstanding dispute)
Complaint — complain to us about a privacy breach, and if unresolved, to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

We will respond to any access, correction, or deletion request within a reasonable time and no later than 30 days.

12. Children's privacy

The service is for persons aged 18 and over. We do not knowingly collect personal information from anyone under 18. If we become aware that a person under 18 has provided us with personal information, we will delete it promptly.

13. Changes to this policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated date. We encourage you to review this policy periodically. Continued use of the service after changes are posted constitutes acceptance of the updated policy.

14. Contact and complaints

For privacy questions, access requests, correction requests, or complaints, contact us via the email address provided in your booking confirmation. We aim to respond within 2 business days.

If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

This Privacy Policy has been prepared for general compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For a registered business entity, we recommend having this reviewed by a Queensland-licensed solicitor before commencing paid bookings and confirming the contact/entity details are correct.