Big Feelings. More Steady Days. Real Calm.

DBT Support Hub is a peer-led, trauma-informed platform offering DBT-informed educational tools and self-help resources. We are not a clinical health service and do not provide diagnosis, treatment, or crisis response.

• Website host: Wix.com Ltd (“Wix”)

• Chatbot provider: Chatbase, which uses OpenAI models to generate responses

We do not seek to collect health information. However, if you choose to share sensitive information (e.g., details about your mental health) in free-text fields (including the chatbot), we will handle it with heightened care and will not use it for marketing.

a) Information you provide to us

• Contact & account details (e.g., name, email) when you subscribe, purchase, or contact support

• Support emails and form submissions

• Chatbot messages you type to Elara (see “Chatbot data” below)

b) Information collected automatically

• Device & usage data: IP address, device/browser type, pages viewed, session duration, and interactions. This is collected via Wix and our analytics tools (see “Cookies & analytics”).

c) Payment information

If paid services are enabled, payments are processed by our payment provider(s) (e.g., Wix Payments/Stripe/PayPal). We do not store full card numbers on our servers.

d) Chatbot data (Elara – Chatbase + OpenAI)

To deliver responses, your message content and related conversation metadata (timestamps; basic device/usage context) are processed by Chatbase and transmitted to OpenAI for inference. We can view conversation logs in our Chatbase dashboard for troubleshooting and quality, and—where enabled—country-level analytics may be inferred from IP for usage analytics.

• Training & model improvement: According to OpenAI’s current business/API policies, API inputs/outputs are not used to train OpenAI models by default. We do not opt into model-training programmes for chatbot content.

• Retention (our practice): We aim to keep conversation logs no longer than necessary for support and service quality. By default, we retain Chatbase conversation logs for up to 180 days, after which we delete or de-identify them, unless we need a longer period to investigate abuse, comply with law, or resolve a dispute. You may request earlier deletion (see “Your rights”).

• What we don’t do: We don’t use chatbot content for advertising, profiling, or data resale.

Note: Chatbase provides features such as “Get Conversations” and analytics that make conversation logs retrievable to us; OpenAI, as the model provider, may retain API data briefly for abuse monitoring and security. See “Third-party processors” and “International transfers”.

We use personal information to:

• Provide services, downloads and account functions

• Operate Elara and respond to your messages

• Improve content quality, safety and availability (e.g., service diagnostics)

• Communicate service updates and respond to enquiries

• Meet legal, tax, and fraud-prevention obligations

We do not sell personal information or use it for interest-based advertising.

Our site uses cookies and similar technologies via Wix to operate the site, remember preferences, measure traffic, and improve content. Non-essential cookies will only run where legally required consent has been obtained via a cookie banner or settings.

You can manage cookies via your browser and (where available) our cookie controls.

We use reputable service providers under contract, including:

• Wix (hosting, analytics, security features)

• Chatbase (chatbot platform: conversation storage, analytics, retrieval tools)

• OpenAI (model inference to generate chatbot replies)

• Payment processors (if purchases/subscriptions are enabled)

• Email & CRM tools (to send transactional emails and manage enquiries)

We require providers to protect personal information and only use it to deliver contracted services. We do not permit providers to use your data for their own marketing.

Because our providers operate globally, your data may be processed in Australia, the United States, the EU/EEA, Israel, or other jurisdictions. We take reasonable steps to ensure appropriate safeguards are in place for cross-border disclosures (e.g., provider contractual commitments and security controls).

We use administrative, technical and organisational safeguards appropriate to the risks, including encryption in transit, access controls, and regular review of settings provided by Wix and Chatbase/OpenAI. No method of transmission or storage is 100% secure; residual risk remains.

We keep personal information only for as long as needed to provide services and comply with legal obligations. Typical retention periods:

• Support emails and contact forms: up to 24 months

• Chatbot conversation logs (via Chatbase): up to 180 days (then deleted or de-identified)

• Purchase/transaction records (if applicable): as required by tax and accounting law

• Backups and security logs: short, rolling periods appropriate to security needs

Where feasible, we de-identify data sooner.

Under the APPs you can:

• Access the personal information we hold about you

• Request corrections if it is inaccurate, out-of-date or incomplete

• Opt out of non-essential communications

• Complain about our handling of your information (see “Contact & complaints”)

We will verify your identity before actioning a request. If we cannot meet your request, we will explain why. For EU/UK residents, additional GDPR/UK GDPR rights may apply (access, correction, deletion, objection, restriction, portability). Contact us to exercise these.

Our services are intended for adults (18+). We do not knowingly collect personal information from children. If you believe a child has provided data, contact us so we can delete it.

We provide educational, peer-led tools only. In emergencies, contact local emergency services or crisis lines listed on our site. Do not rely on the chatbot for crisis support.

If a data breach is likely to result in serious harm, we will assess and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme.

We may update this policy to reflect changes in law or our services. Updates apply from the date posted here.

DBT Support Hub Attn: Privacy Officer Email: enquiries@focusandresilience.com

If we cannot resolve your concern, you may contact the OAIC (oaic.gov.au).