Last updated: 17th August 2026

Handbook of Your Life® (“we”, “us”, “our”) is committed to protecting your privacy in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). This Privacy Policy explains how we collect, use, disclose and store your personal information when you visit our website, place an order, access your MyAccount, use our services or contact us.

By using our website, purchasing a product or using our services, you acknowledge that your personal information may be collected and handled as described in this Privacy Policy.

1. WHAT PERSONAL INFORMATION WE COLLECT

We collect personal information that is reasonably necessary for us to provide our products and services, including:

  • Name
  • Email address
  • Postal address
  • Phone number
  • Order history and billing details
  • Information you enter into forms, tickets, emails or MyAccount
  • Any information you provide while using our Kit Customisation, Personal Assistance or Loved Ones Support services
  • Information submitted in connection with an End-of-Life Planning Directory listing, including business or organisation details, contact details, service information, website links and information about areas serviced
  • Your communication and consent preferences, including whether you have agreed to receive information about collaboration opportunities, community initiatives, events or the Community Partners Network

We do not collect, store or access the personal information you enter inside your printed Handbook and 2DocLock™ documents. These remain entirely in your possession.

2. HOW WE COLLECT YOUR INFORMATION

We collect information when you:

  • Place an order
  • Create or update a MyAccount
  • Submit a contact form or helpdesk ticket
  • Join our mailing list
  • Request Personal Assistance, Kit Customisation or Loved Ones Support
  • Communicate with us by email, phone, live chat or video
  • Browse our website (cookies and analytics data)
  • Submit, request, update or enquire about an End-of-Life Planning Directory listing
  • Give us permission to prepare a Directory listing for your review or approval
  • Choose to receive information about collaboration opportunities, community initiatives, events or the Community Partners Network

Where you ask or authorise us to prepare a Directory listing, we may also collect relevant business information from your publicly available website or other publicly available business sources for the purpose of preparing the proposed listing for your review or approval.

We only collect the information necessary to deliver our services.

3. WHY WE COLLECT YOUR INFORMATION (PURPOSES OF USE)

We use your personal information to:

  • Process and ship your orders
  • Provide customer support and respond to enquiries
  • Create and manage your MyAccount
  • Deliver Personal Assistance, Kit Customisation and Loved Ones Support
  • Send updates, receipts, order confirmations and service messages
  • Improve our website performance and user experience
  • Protect the security and integrity of our systems
  • Comply with legal obligations
  • Assess, prepare, publish, administer and update End-of-Life Planning Directory listings
  • Contact Directory listing providers regarding their listing, including verification, corrections, updates or removal requests
  • Where you have provided separate consent, contact you about relevant collaboration opportunities, community initiatives, events and the Community Partners Network

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

4. EMAIL ADDRESSES

We record your email address only when you:

Your email address is used for the purpose for which you provide it, including communications reasonably necessary to administer a service you have requested.

Where you separately consent to receive information about collaboration opportunities, community initiatives, events or the Community Partners Network, we may also use your email address for those purposes. You may withdraw that consent or unsubscribe from those communications at any time.

5. MYACCOUNT, FORMS & HELP DESK TICKETS

When completing forms or submitting support requests, we only ask for information required to respond to your enquiry or deliver your service.

Helpdesk tickets remain stored for record-keeping and service history. Only authorised Handbook of Your Life® staff can access these records.

6. END-OF-LIFE PLANNING DIRECTORY

When you submit, request or approve an End-of-Life Planning Directory listing, information intended for inclusion in the listing may be published publicly on our website. This may include your business or organisation name, description, contact details, website, service areas and other information you have provided or approved for publication.

We use information supplied in connection with a Directory listing to assess, prepare, publish, maintain and administer the listing and to communicate with you about its accuracy, status, updates or removal.

Where you authorise us to prepare a proposed listing, we may use relevant information available from your business or organisation’s public website or other publicly available business sources. The proposed listing may be provided to you for review or approval before publication.

If you separately opt in to receive information about collaboration opportunities, community initiatives, events or the Community Partners Network, we may use the contact information you have provided for those purposes. Providing this consent is optional and is not a condition of receiving a Directory listing. You may withdraw your consent at any time.

You may request that your Directory listing or associated contact information be corrected, updated or removed by contacting Handbook of Your Life®.

7. COOKIES & WEBSITE TRACKING

Our website uses cookies and analytics tools to improve functionality and understand how visitors use our site.

Cookies may be used to:

  • Maintain your shopping cart
  • Keep you logged in to MyAccount
  • Analyse website traffic patterns
  • Tailor content and site performance
  • Identify repeat visits (anonymously)

Cookies do not identify you personally. You may disable cookies in your browser, but some site features may not function correctly.

8. THIRD-PARTY SERVICES

We may use trusted third-party providers for:

  • Payment processing (PayPal, Stripe, GooglePay, ApplePay)
  • Email newsletters (Mailchimp)
  • Web hosting and security
  • Website analytics
  • Video conferencing for Personal Assistance or Loved Ones Support

These providers may process your information solely to the extent required to perform their function. They must handle your information in accordance with their own privacy obligations.

We are not responsible for third-party websites linked from our site. Please review their privacy policies.

9. DISCLOSURE OF PERSONAL INFORMATION

We do not disclose your personal information to third parties except where:

  • It is necessary to deliver your order (e.g., Australia Post)
  • You have given consent
  • Required by law, a court order or regulatory authority
  • Necessary to prevent fraud or enforce our legal rights

We do not transfer your personal information overseas unless required by a service provider (e.g., Mailchimp). These providers may store data in the United States or other locations.

10. SECURITY OF YOUR INFORMATION

We take reasonable steps to protect your personal information from loss, misuse, unauthorised access, modification or disclosure.

Security measures include:

  • Secure server environment
  • SSL encryption
  • Restricted staff access
  • Secure helpdesk platform
  • Regular system updates

However, no online platform can guarantee absolute security. Information transmitted over the internet is done at your own risk.

11. YOUR ACCESS & CORRECTION RIGHTS

You may request access to the personal information we hold about you, or request corrections if information is inaccurate or outdated.

To request access or a correction, contact us via the website contact form.

12. RETENTION OF INFORMATION

We retain personal information for as long as necessary to:

  • Maintain customer service records
  • Provide warranties and support
  • Comply with legal and tax obligations
  • Resolve disputes and enforce agreements

Live chat transcripts are deleted once an enquiry is finalised.

13. CHILDREN’S PRIVACY

Our website and services are not intended for children under 16. We do not knowingly collect personal information from children without parental consent.

14. LINKS TO EXTERNAL WEBSITES

Our website may contain links to external sites. We are not responsible for their content, privacy practices or security. Accessing third-party websites is at your discretion.

17. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy at any time to reflect changes to our practices or legal requirements. The updated version will be posted on our website with the revised date.

Your continued use of our website or services constitutes acceptance of the updated Policy.

18. CONTACT US

For questions about this Privacy Policy or the way we handle personal information, contact Handbook of Your Life® via our website contact form.