Privacy Policy

Thank you for using the services of HELP CREW.

Help Crew is a website and app accessible through mobile devices and computers allowing users to coordinate volunteer assistance campaigns (Services) for those needing help. Help Crew offers its Services through www.helpcrew.app (Website) and related social media channels. Help Crew is not designed to provide, and does not provide, any legal, financial, health or psychological advice.

Help Crew Pty Ltd with ACN 692 061 608, its subsidiaries, affiliates and related entities in Australia and overseas (together as "Help Crew", "we" or "us") are committed to protecting and managing personal information in accordance with the Australian Privacy Principles (APPs) established under the Privacy Act 1988 (Cth) (Privacy Act) and in accordance with other applicable privacy laws.

The APPs provide a privacy protection framework that supports the rights and obligations of collecting, holding, using, accessing and correcting personal information. The APPs consist of 13 principle-based laws and apply equally to paper-based and digital environments.

This document is referred to as our Privacy Policy. It sets out our policies for managing your personal information including how we collect, use, hold, store and disclose the information.

In this Privacy Policy, "you", "your" or "client/customer" refers to any individual about whom we collect personal information.

Broadly speaking, when we are referring to personal information, we are referring to information or an opinion about you, or information that is reasonably recognisable as you. It includes information or an opinion that may or may not be accurate and recorded in a hardcopy or electronic form.

This Privacy Policy applies to your personal information regardless of how we collect it from you. When you submit information to us, access or use our websites or social media platforms, you are providing your consent to us collecting and managing your personal information according to this Privacy Policy.

This policy is effective as of 1 Dec 2025. From time to time, we may need to make changes to this Privacy Policy, and will post the updated version on our Website. Any such amendments will take effect immediately after such posting. Your continued use of our Services after such notice constitutes your consent to the changes. We encourage you to regularly review this Policy for the latest information on our privacy practices.

What information do we collect about you?

When you enquire about our Services or create a user account on the Website, a record is made that includes your personal information.

The types of information that we collect will vary depending on the circumstances of collection and the kind of service that you request from us, and may likely include:

• Contact Information & Personal Data: your name, address, email address, and telephone details.
• Account Data: your username, password, and profile information.
• Sensitive Information: In limited circumstances, Help Crew may collect information that is considered sensitive information, for example, health information provided by users to Help Crew with their consent for the purpose of running a help campaign.
• Payment Details: your credit card, bank account details, and billing information to complete purchases and your transaction history.
• Communication data: including messaging and correspondence with us.
• Photographs & Videos: any pictures, videos, sound recordings and other audio-visual recordings that you provide to us, or authorise us to take of you.
• Social Media Accounts & Handles: your social media accounts, handles, and other personal websites and profiles.
• Cookies & Other Browser or Device Information: your session cookies and persistent cookies when you visit our website, your device type, browser type, Internet Protocol (IP) address, your URL information, the date and time (including time zone) of your visit, the pages you have accessed on our websites and third party websites, your software and hardware information concerning your mobile device or computer. Cookies that we place may be removed by following instructions that are provided by your browser.
• Information From Third Parties: We may obtain information from other sources and combine that with information we collect through our Services.
• Interaction & Behavioural Information: your interactions, use, habits, behaviours when dealing with us, our website and other applications.
• Other Information: any other administrative and additional information that you provide to us, or authorise us to collect, as a part of your interaction with Help Crew.

Help Crew may collect personal information about other individuals who are not customers of Help Crew. This includes customers and members of the public who participate in events we are involved with, individual service providers and contractors to Help Crew, and other individuals who interact with us on a commercial basis. The kinds of personal information we collect will depend on the capacity in which you are dealing with Help Crew. Generally, it may include your name, contact details, and information regarding our interactions and transactions with you.

Our Services are not intended for children under the age of 18. We do not knowingly collect personal information from children under 18. If you are a parent or guardian and you learn that your child has provided us with personal information without your consent, please contact us. If we become aware that we have collected personal information from a child under age 18 without verification of parental consent, we will take steps to remove that information from our servers.

You can always decline to give Help Crew any personal information we request, but that may mean we cannot provide you with some or all of the services you have requested. If you have any concerns about the personal information we have requested, please let us know.

How and why do we collect and use your personal information?

Help Crew collects personal information reasonably necessary to carry out our business, assess and manage our customers' needs, and provide our Services. We may also collect information to fulfil administrative functions associated with these Services, for example billing and managing customer relationships.

Help Crew generally collects personal information directly from you as you enter it into the Website. We may collect your personal information over the phone, by email, through our Website, over the internet or when you visit one of our social media sites or when you visit our office in person.

We may also collect personal information about you from other sources, for example:

• an authorised person acting on your behalf;
• our affiliated and related entities;
• third-party agents, suppliers and contractors who assist us in operating our business;
• payment and debit service providers processing and managing the transaction on our behalf; and
• your family and friends through any marketing or promotional activity that we conduct.

We may receive information about you that we have taken no active step to collect. If this does occur, we recommend contacting us and asking for the personal information to be de-identified or destroyed.

The purposes for which Help Crew usually collects and uses personal information depends on the nature of your interaction with us, but may include:

• providing, maintaining and improving our Services;
• creating and maintaining your Help Crew account;
• communicating with you confirming your identity;
• facilitating your ability to connect with others on Help Crew by storing the contacts you provide;
• responding to requests for information, complaints and enquiries;
• communicating with you about our Services, offers, promotions, news, updates and other information about us and our partners;
• managing, planning, advertising and administering programs, events, competitions and performances;
• researching, developing and expanding our Services;
• market research purposes and to improve our business offerings;
• monitoring and analyzing trends, usage, and activities in connection with our Services;
• personalizing and improving the Services and providing content, features, or advertisements that match your interests and preferences;
• administrative, management and operational purposes;
• detecting, investigating, and preventing fraudulent transactions and other illegal activities and protecting the rights and property of Help Crew and others;
• recruitment processes (including for volunteers, internships and work experience);
• taking photographs, videos or other audio-visual recordings of you for testimonial, marketing or other promotional purposes;
• via mobile device applications, widgets and other interactive features used, operated or owned by us;
• processing transactions, including the processing of payments and providing you with tax invoices or order confirmations;
• for any other purposes (including secondary purposes) that you would reasonably expect or described to you at the time the information was collected; and
• to enable us to comply with our obligations under the law.

You can always decline to give us your personal information, but that may mean that we cannot provide you with some or all of the Services you have requested.

Who do we disclose your personal information to?

During the conduct of our business, we may use and disclose your personal information to the following parties:

• our affiliated and related entities;
• third-party vendors, consultants, and other service providers who need access to such information to carry out work on our behalf including database management and user authentication, website hosting and payment processing;
• commercial partners under an agreed information sharing arrangement;
• our marketing research service providers and digital marketing agents;
• third party website service providers and website plugin or widget service providers;
• our third-party e-commerce platform service providers engaged in offering our range of Services to you for purchase;
• our professional advisors, such as our lawyers, accountants and financial advisors;
• relevant courts, tribunals or regulatory authorities and law enforcement bodies when requested or when we believe disclosure is necessary and appropriate to protect the rights, property, or safety of Help Crew, our users, or others;
• other entities in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company;
• anyone else to whom you authorise us to disclose your information or that would be reasonably expected; and
• other companies or individuals as necessary to enable us to provide you with our Services.

Help Crew takes reasonable steps to ensure that the third parties we engage take reasonable steps to protect your personal information following the APPs and in a similar manner with this Privacy Policy. Our third-party service providers are required only to use the personal information disclosed to them by us for the purpose that it was provided to them. Additionally, the third parties to who we have disclosed your personal information may contact you directly to let you know they have collected your personal information and give you information about their privacy policies.

International Data Protection and Privacy Compliance

Your personal information may be transferred abroad or stored overseas for a variety of reasons. By providing your personal information to us, you consent to the transfer of your information to these locations. If you do not consent to this transfer, you should not use our Services.

It is not possible to identify each country to which your personal information may be sent. If your personal information is sent to a recipient in a country with data protection laws that are at least substantially similar to the APPs, and where there are mechanisms available to you to enforce protection of your personal information under that overseas law, we will not be liable for a breach of the APPs if your personal information is mishandled in that jurisdiction. If your personal information is transferred to a jurisdiction that does not have data protection laws as comprehensive as Australia's, we will take reasonable steps to secure a contractual commitment from the recipient to handle your information in accordance with the APPs. We also disclaim responsibility to the extent permitted by law, and note that you may not have a remedy under Australian law.

Do we use or disclose your personal information for direct marketing?

Help Crew may use or disclose your personal information to inform you about our Services, upcoming promotions and events, or other opportunities that may interest you. If you do not want to receive direct marketing communications, you can opt-out at any time by contacting us using the contact details below.

If you opt-out of receiving marketing material from us, we may still contact you concerning any ongoing relationship with you.

How do we hold, store and secure your personal information?

Help Crew takes reasonable steps to protect your personal information from misuse, interference and loss and from unauthorised access, modification or disclosure. For example, we may maintain computer and network security, use firewalls and other security methods and other security systems such as user identifiers and passwords to control access to our computer systems, secure data destruction processes when information is no longer required.

Please be aware that there is no transmission method over the internet or through electronic storage that is fully secure and safe. We cannot guarantee the security of the personal information that we hold, but we do take reasonable steps to protect your information. If we are required by law to inform you of any misuse, interference, loss or unauthorised of your personal information, then we will notify you electronically, in writing or by telephone.

Our Website, applications or email systems may not use encryption or other technologies to ensure the secure transmission and receipt of information via the internet. Anyone using our website or receiving an email from us is encouraged to exercise care in sending personal information or depositing money via the internet. We recommend that you refrain from clicking any unsecured links or opening unknown attachments.

If you hold any concerns or become suspicious of any misuse, interference, loss or unauthorised access to our Website, our email systems or to our business more generally, we ask that you contact us immediately to verify your concern or suspicion.

Help Crew collect, hold and store your personal information in electronic record keeping methods in secure databases (including trusted third party storage providers based in Australia and overseas), which may include cloud-based storage providers.

We cannot ensure that your personal information is or will remain secure. This is due to us not having control over the third-party provider's policies and procedures concerning the handling and storing of your personal information.

What are the choices that you can make about your personal information?

At any time, you can request us to:

• delete or destroy your personal information;
• de-identify your personal information;
• access or correct your personal information;
• provide you with a copy of your personal information.

Please understand that we may not be able to entertain your request if it is unlawful to do so or is otherwise impractical or unreasonable to do so in our discretion.

Delete or destroy your personal information

Until you request for it to be deleted or destroyed, your personal information is kept by us for as long as necessary to provide our Services to you and for legitimate and essential business purposes, such as complying with our legal obligations or settling disputes. This means that your personal information can be held for some time.

Remaining Anonymous & De-Identification

Help Crew may require you to provide specific details and information to enable us to provide our Services to you. We try to allow you to stay anonymous or use a pseudonym in your dealings with us where it is lawful and practicable to do so. For example, when making a general and nonspecific enquiry. Typically, it is not possible for us to deal with you anonymously or pseudonymously on an ongoing basis. If we do not collect your personal information, you may not be able to utilise our Services, deal with us or participate in our events, programs or activities we manage or deliver.

Accessing or correcting your personal information

You are entitled to access or request a copy of your personal information held by us by sending us a request. You will not be charged for requests to access or copy your personal information, but you may be charged for the reasonable time and expense incurred in compiling the information.

You are responsible for ensuring that your personal information with us is accurate and up to date. We take steps to ensure that the personal information we collect, use or disclose is accurate and up to date. You can help us do this by letting us know if you notice errors, inaccuracies or discrepancies in the information we hold about you and letting us know if your details change.

We may decline your request to access or correct your personal information in accordance with the APPs. If we refuse your request, we will provide you with a reason for our decision and, in the case of a request for correction, we will include a statement with your personal information about the requested correction.

Does the European Union General Data Protection Regulation apply to us?

The European Union (EU) General Data Protection Regulation (GDPR) contains new data protection requirements and was effective as of 25 May 2018. GDPR replaces national privacy and security laws that previously existed within the EU with a single, comprehensive EU-wide law that governs the use, sharing, transferring and processing of any personal data that originates from the EU. The GDPR applies to the data processing activities of businesses, regardless of size, that are data processors or controllers with an establishment in the EU.

Consequently, Australian businesses of any shape and size may need to comply if they have an establishment in the EU, if they offer goods and services in the EU, or if they monitor the behaviour of individuals in the EU. There are also some notable differences, including certain rights of individuals (such as the 'right to be forgotten') which do not have an equivalent right under the APPs and the Privacy Act.

For customers based in the EU, Help Crew acknowledges and complies with GDPR requirements in addition to Australian privacy laws when collecting, processing, storing, and transferring personal information. Help Crew will only transfer personal information to overseas recipients where:

• We have implemented appropriate safeguards and security measures;
• The overseas recipient is bound by data protection standards equivalent to those under the GDPR;
• We have obtained explicit consent; or
• The transfer is necessary for the performance of a contract between Help Crew and the data subject.

Additional Rights for EU Customers

EU-based customers have additional rights under the GDPR, including:

• Right to data portability;
• Right to erasure ("right to be forgotten");
• Right to restrict processing;
• Right to object to processing; and
• Rights related to automated decision-making and profiling.

Help Crew maintains robust security measures including:

• Physical security over electronic data;
• Computer and network security systems;
• Firewalls and security protocols;
• Access controls through user identifiers and passwords; and
• Secure data destruction processes when information is no longer required.

What should you do if you have a complaint about the handling of your personal information?

You may contact us at any time if you have any questions or concerns about this Privacy Policy or about how your personal information has been handled. You may make a complaint to our Privacy Officer using the contact details set out below.

Complaint handling process

Our Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps that can be taken to resolve the complaint. We will contact you within thirty (30) days of the date we receive the written details of your complaint to acknowledge that we have received it. We may ask you to provide further information about your complaint and the outcome you are seeking.

Our Privacy Officer will review the way we dealt with your personal information, conduct an internal investigation (if necessary) into the complaint and will likely respond to you within thirty (30) days of the date we acknowledged receipt of your complaint. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within sixty (60) days of receipt of the complaint. If the matter is more complex or our investigation takes longer than anticipated, we will let you know.

If you are not satisfied with our response to your complaint, or you consider that Help Crew may have breached the APPs or the Privacy Act, a complaint may be made to the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted by telephone on 1300 363 992 or by using the contact details on the website www.oaic.gov.au. EU-based customers may contact Help Crew's Privacy Officer or the relevant EU supervisory authority for privacy-related inquiries or complaints in addition to the OAIC.

Our contact information

We welcome any comments or questions about our Privacy Policy. All enquiries should be directed to Help Crew's Privacy Officer at the following contact details:

This Privacy Policy was last updated on 1 December 2025.