Held In Memory Australia ("Held In Memory", "we", "us") provides online memorial pages, guestbooks and related services. This policy explains how we handle personal information. We aim to follow applicable Australian privacy law and the Australian Privacy Principles where they apply.
Information we collect
Depending on how you use the service, we may collect:
- account details such as your name, email address, password hash, plan and verification status;
- Google sign-in details such as your verified email, display name and Google account identifier;
- memorial content including names, dates, locations, stories, service details, photos and family approver emails;
- guestbook information including the contributor's name, email, relationship, message and moderation status;
- payment and transaction records, while payment-card details are handled by the payment provider rather than stored by us;
- communications, support requests, consent choices and complaint details; and
- technical information such as IP address, session identifiers, security events, timestamps and server logs.
How we collect information
We collect information when you create an account, sign in with Google, create or manage a tribute, upload a photo, submit or moderate a guestbook message, make a payment, contact us, or use the website. We also receive limited information from service providers when they authenticate an account, process a payment, deliver email or protect the service.
Why we use information
We use personal information to:
- create and secure accounts, including Google sign-in and password recovery;
- host, display and share tribute pages according to the visibility selected by the account owner;
- receive, moderate and publish guestbook contributions;
- send account, verification, moderation, payment and service messages;
- process purchases, maintain transaction records and provide customer support;
- prevent fraud, abuse and unauthorised access, and enforce our Terms of Service;
- maintain, troubleshoot and improve the service; and
- comply with legal obligations and respond to lawful requests.
Public memorial content
Content on a public tribute page can be viewed and shared by anyone. Unlisted links can be forwarded by people who receive them. Private or draft settings reduce visibility but no internet service can promise absolute secrecy. Please avoid publishing private information about living people without their permission.
Service providers and overseas handling
We may share information with providers that help us operate the service, including website hosting and email providers, Google for sign-in, Stripe or another payment provider, and security or technical-support providers. These providers may process information outside Australia, including in the United States and other countries where they or their subcontractors operate. We do not sell personal information or use memorial content for third-party advertising.
Cookies and local storage
We use essential session cookies to keep accounts signed in and protect forms. The browser may use local storage to remember session-related preferences and drafts. Google may set or read its own cookies when you choose Google sign-in. We do not currently use advertising cookies.
Storage, security and retention
We use access controls, password hashing, HTTPS, session protection, rate limits and other reasonable safeguards. No method of storage or transmission is completely secure. We keep account, tribute and transaction information while the account or service requires it and as reasonably necessary for legal, security, backup and dispute purposes. Successfully sent email payloads are removed from the delivery queue. Some records may remain in backups or logs for a limited period after deletion.
Your choices and requests
You can update much of your tribute information through your account. You may ask to access, correct or delete personal information, close an account, or obtain this policy in another reasonable format by emailing privacy@heldinmemory.com.au. We may need to verify your identity and may retain information where required by law or reasonably needed for security, disputes or legitimate record keeping.
Children and family information
Account holders must be at least 18 years old. If memorial content includes personal information about a child or another living person, the account owner must have appropriate authority or consent to provide and publish it.
Complaints
Send privacy questions or complaints to privacy@heldinmemory.com.au. Please explain the issue and the outcome you seek. We will acknowledge and investigate the complaint within a reasonable time. If you are not satisfied and the Privacy Act applies, you may contact the Office of the Australian Information Commissioner.
Changes to this policy
We may update this policy when the service or law changes. The effective date at the top identifies the current version. Material changes will be highlighted on the website or by another reasonable notice.