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).

DBT Support Hub is a peer-led, educational platform that provides DBT-informed skills training and self-help resources. We are not a healthcare provider and do not offer diagnosis, treatment, or crisis intervention. Content (including chatbot outputs) is general information only and not medical, psychological, legal, or financial advice.

If you are in crisis or at risk of harm, call 000 (AU) or use local emergency services and the crisis contacts listed on our site.

You must be 18+ (or have legal guardian consent) to use the Services. By using the Services you warrant that you meet this requirement and have capacity to enter these Terms.

• Some features require an account. You must keep your login secure and promptly notify us of unauthorised use.

• Prices are in AUD unless stated otherwise and may change from time to time.

• Digital products: delivered electronically.

• Subscriptions: renew automatically at the interval shown at checkout until cancelled. You can cancel any time via your account (or by emailing enquiries@focusandresilience.com).

Cancelling stops future renewals; access continues until the end of the current paid period.

Refunds (ACL-aligned)

We honour your non-excludable rights under the Australian Consumer Law.

• Change of mind: no refunds for digital downloads or elapsed subscription periods.

• Faulty/misdescribed digital goods or services: you are entitled to a remedy. Where permitted by law we may choose to resupply or refund.

• Coaching/courses: session reschedules/cancellations follow the policy shown at booking; no-shows are generally non-refundable.

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Nothing in these Terms limits rights you cannot lawfully exclude.

You must not:

• Use the Services for illegal, harmful, defamatory, or abusive purposes.

• Rely on Elara for emergency or clinical decisions.

• Scrape, mine, index, mirror, or use our content/data to train AI models without written consent.

• Introduce malware or attempt to bypass security, rate limits, or access controls.

• Misrepresent your identity or impersonate others. We may suspend or terminate access for breaches.

If you upload, post, or submit content (including text you enter into Elara), you:

• Grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, and display that content to operate and improve the Services (e.g., quality assurance, safety), subject to our Privacy Policy.

• Promise you have the necessary rights and your content does not infringe others’ rights or the law.

We may remove content that breaches these Terms.

Elara is provided via Chatbase using OpenAI models. Responses may be inaccurate or incomplete. You are responsible for how you use information provided by Elara.

• Do not share passwords, financial details, or other sensitive identifiers in chat.

• We do not use chat content for advertising or resale.

• Per our Privacy Policy, chat logs may be retained for limited periods for support/quality and can be deleted on request where technically feasible.

All content we provide (site copy, PDFs, audio, videos, branding, templates, and course materials) is owned by us or our licensors and is protected by IP laws.

Licence to you (digital resources): unless stated otherwise, when you purchase or download a resource we grant you a personal, non-transferable, non-exclusive licence to use it for your own learning or client work. You must not redistribute, resell, upload to public libraries, or create derivative products without written permission.

We use third-party providers (e.g., Wix hosting, Chatbase/OpenAI models, payment processors). We are not responsible for third-party websites or services and your use of them may be governed by their terms.

Our Privacy Policy explains how we collect, use, disclose, and retain personal information, including chatbot data and international transfers. By using the Services you agree to that policy.

We aim for high availability but do not guarantee the Services will be uninterrupted or error-free. Features may change or be discontinued at any time. Where a material change substantially reduces a paid feature, we will provide reasonable notice and, for subscriptions, a pro-rata remedy if required by law.

To the extent permitted by law, the Services are provided “as is” and we exclude all warranties, guarantees and conditions not expressly set out in these Terms.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law that cannot be excluded. Where we are permitted to limit our liability for a failure to comply with a consumer guarantee, our liability is limited to resupplying the services or paying the cost of resupply.

Subject to the ACL, we are not liable for any indirect, special, incidental, or consequential loss, loss of profits, loss of data, or loss arising from reliance on information, except to the extent caused by our negligence or wilful misconduct.

You indemnify us (and our officers, employees, and contractors) against losses, liabilities, costs, and expenses arising from your breach of these Terms, your misuse of the Services, or your infringement of any third-party rights.

We aim to make our resources accessible. If you need adjustments (e.g., transcripts, alternative formats), contact enquiries@focusandresilience.com.

We may suspend or terminate access immediately if you breach these Terms, pose a security or safety risk, or use the Services unlawfully. You may stop using the Services at any time. Sections that by their nature should survive (e.g., IP, limitations, indemnity, refunds where applicable) survive termination.

We may update these Terms from time to time. Changes take effect when posted on the website. For material changes to paid features, we will provide reasonable notice to the email associated with your account (if any).

These Terms are governed by the laws of the Australian Capital Territory, Australia. You submit to the non-exclusive jurisdiction of the courts of the ACT and the Commonwealth of Australia.

DBT Support Hub

Attn: Terms & Support

Email: enquiries@focusandresilience.com