Privacy Policy

Introduction

This Privacy Policy explains how Long Game Labs Pty. Ltd. (“Long Game Labs”, “we”, “our”, or “us”) collects, uses, stores, shares and protects information when you use flip*, including our website, mobile applications, community features, coaching services, educational content and related services (collectively, the “Services”).

Long Game Labs handles personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles, where applicable.

By creating an account, accessing or using the Services, you acknowledge that you have read and understood this Privacy Policy.

Who We Are

Long Game Labs operates flip*, a digital platform designed to support wellbeing, behaviour change, self-management, symptom management, education and community connection.

For privacy-related enquiries, you may contact:

Privacy Officer
Long Game Labs Pty Ltd
privacy@lglabs.co

Information We Collect

The information we collect depends on how you use the Services.

Account Information

When you create an account, we may collect:

Name
Email address
Username
Password credentials
Account preferences
Communication preferences

Profile Information

You may choose to provide:

Demographic information
Age range
Country or region
Time zone
Goals
Interests
Personal preferences

Health and Wellbeing Information

You may choose to provide information relating to your wellbeing, experiences and progress, including:

Symptoms
Pain experiences
Wellbeing information
Sleep information
Activity information
Behaviour patterns
Reflections and journal entries
Progress tracking information
Self-reported experiences
Responses to questionnaires or assessments

Some of this information may constitute sensitive information under applicable privacy laws. By choosing to provide this information through the Services, you consent to Long Game Labs collecting, using and disclosing that information for the purposes described in this Privacy Policy, subject to applicable law.

Community Information

If you participate in community features, we may collect:

Posts
Comments
Reactions
Profile information
Uploaded content
Direct messages

Coaching Information

If you engage with coaching services, we may collect information shared during coaching interactions.

Technical Information

We may automatically collect:

IP address
Device identifiers
Browser information
Operating system information
Usage data
Log data
Analytics information
Crash reports
Session information

How We Collect Information

We collect information:

Directly from you
When you create an account
When you use the Services
When you participate in community features
When you communicate with us
When you participate in coaching services
Through cookies and similar technologies
Through analytics and infrastructure providers

Cookies and Similar Technologies

We use cookies and similar technologies to help operate, improve and secure the Services.

Cookies are small text files that are stored on your device when you visit a website or use certain online services. They help websites recognise your device, remember your preferences and understand how users interact with the Services.

We may use:

Essential cookies, which are necessary for the operation and security of the Services
Analytics cookies, which help us understand how users interact with the Services so we can improve functionality, performance and user experience
Functional cookies, which remember your preferences and settings to provide a more personalised experience

Our analytics providers may collect information such as pages visited, features used, device type, browser type, operating system, approximate location, and interactions with the Services. This information is generally collected in an aggregated or de-identified form where reasonably practicable.

Most web browsers allow you to control or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality, security or performance of some parts of the Services.

We may also use software development kits (SDKs) and similar technologies within our mobile application, including Sentry for crash and error diagnostics, and Firebase/Expo push notification services for delivering notifications, which may collect diagnostic and device information such as crash logs, error reports, and push notification tokens.

How We Use Information

We use information to:

Provide and operate the Services
Create and manage user accounts
Personalise user experiences
Deliver content and educational materials
Facilitate community features
Provide coaching services
Provide customer support
Maintain platform security
Detect misuse or fraud
Comply with legal obligations

We may also use information to:

Improve existing products
Develop new products
Improve onboarding experiences
Improve educational content
Improve community features
Improve recommendation systems
Evaluate platform effectiveness
Conduct research and analytics
Support quality assurance activities

Artificial Intelligence and Automated Processing

flip* may use artificial intelligence, machine learning systems and automated technologies to support the operation and improvement of the Services. These technologies may be used to:

Personalise content
Improve user experiences
Assist moderation activities
Support analytics
Improve platform performance
Support product development
Support research activities

Automated systems may analyse information you provide to support the operation and improvement of the Services.

AI-generated content may not always be accurate, complete or suitable for your individual circumstances.

Automated technologies are intended to support platform functionality and are not intended to replace professional healthcare services.

Depending on the functionality you use, information you submit may be processed by AI systems operated by Long Game Labs and by third-party AI service providers engaged by Long Game Labs to provide the Services.

Session Transcription and AI-Assisted Documentation

Where you participate in interviews, coaching sessions, user research activities, support interactions, feedback sessions, testing programs or similar activities, Long Game Labs may transcribe, summarise and analyse those interactions where permitted by law.

This may include the use of third-party transcription services, note-taking tools, artificial intelligence systems and automated documentation tools.

Information generated through these processes may be used for:

Creating session notes
Preparing summaries
Quality assurance
Staff supervision
Coach training
Service improvement
Product development
Research activities
Validation activities
Analytics
Maintaining business records

Session transcripts may contain personal information and sensitive information. Where reasonably practicable, access to transcripts and summaries will be restricted to authorised personnel and approved service providers.

By participating in these activities, you acknowledge and consent to the transcription and processing of information as described in this Privacy Policy, subject to applicable laws and any additional consents that may be required.

Research, Analytics and Product Development

Long Game Labs conducts research and product development activities aimed at improving wellbeing, behaviour change, self-management and related outcomes. Information collected through the Services may be used for:

Internal research
Analytics
Product development
Product validation
Quality improvement
Scientific publication
Academic collaboration
Service improvement
Regulatory activities
Business planning

Wherever reasonably practicable, research and product development activities will utilise de-identified, pseudonymised or aggregated information rather than directly identifiable personal information.

We will not publish information that identifies you in research publications without your express consent.

De-Identified Information

We may create datasets that are no longer reasonably capable of identifying individual users. De-identified datasets may be:

Analysed
Retained
Combined with other datasets
Used for research
Used for product development
Used for validation activities
Used for benchmarking
Used to improve products and services, develop new technologies, undertake commercial research, evaluate platform performance and support business operations

De-identified information may be retained, analysed, combined with other datasets, shared with third parties, licensed, or otherwise used for research, product development, benchmarking, policy development and other legitimate commercial purposes.

Community Features

Participation in community features is voluntary. Information you share in community spaces may be visible to other users.

Information shared in community spaces should be treated as information you choose to make available to other participants. Please exercise caution before sharing personal or sensitive information.

You are responsible for information you choose to share. Long Game Labs cannot guarantee that information shared within community spaces will remain confidential.

Moderation and Safety

To maintain user safety and platform integrity, Long Game Labs may monitor, review, preserve, remove or restrict access to content where reasonably necessary. We may take moderation action to:

Protect users
Investigate misconduct
Enforce our policies
Prevent abuse
Comply with legal obligations
Protect platform integrity

International Data Transfers

We and our service providers may process or store personal information outside Australia.

Depending on the services being used, your personal information may be processed or stored in Australia, the United States and other countries in which our authorised service providers maintain operations or data centres.

Our principal service providers include cloud hosting providers, payment processors, analytics providers and artificial intelligence service providers.

Where we transfer personal information outside Australia, we take reasonable steps to ensure that appropriate safeguards are in place to protect your information and that overseas recipients handle personal information in a manner consistent with applicable privacy laws.

Data Retention

We retain information only for as long as reasonably necessary to:

Provide the Services
Comply with legal obligations
Resolve disputes
Enforce agreements
Support legitimate business activities
Conduct research and development activities

Different categories of information are retained for different periods depending on legal requirements, operational needs and the purpose for which the information was collected. Certain de-identified information may be retained indefinitely.

Security

We take reasonable technical, administrative and organisational measures to protect the personal information we hold from misuse, interference, loss, unauthorised access, modification and disclosure. Our security measures may include:

Encryption of personal information during transmission and, where appropriate, while stored
Secure authentication processes to protect user accounts
Secure storage of account credentials using industry-standard hashing techniques
Role-based access controls that restrict access to personal information to authorised personnel who require it to perform their duties
Restricted administrative access to our production systems
Logging and monitoring of access to our systems where appropriate
Encrypted backups to support business continuity and disaster recovery
The use of reputable cloud infrastructure providers that maintain appropriate physical and technical security safeguards
Secure payment processing through our third-party payment provider, Stripe. Long Game Labs does not store your full payment card details

We regularly review and update our security practices to help maintain the confidentiality, integrity and availability of the information we hold. Authorised personnel with access to personal information are subject to appropriate confidentiality obligations.

While we take reasonable steps to protect your personal information, no method of electronic transmission over the internet or electronic storage is completely secure. Accordingly, we cannot guarantee the absolute security of your information.

What Happens If You Do Not Provide Your Information

You are not required to provide personal information to us. However, if you choose not to provide information that we reasonably request, we may be unable to create or maintain your account, provide certain features of the Services, personalise your experience, process payments, deliver coaching services or otherwise provide the Services to you.

You may also choose not to provide certain optional information. In those circumstances, some personalised features or functionality may be limited.

Your Rights

Subject to applicable law, you may have the right to:

Request access to the personal information we hold about you
Request correction of information that is inaccurate, incomplete or out of date
Request deletion of your personal information
Withdraw consent where applicable
Make a complaint about how we have handled your personal information

Requests may be submitted to privacy@lglabs.co.

We will acknowledge receipt of your request or complaint as soon as reasonably practicable and will generally respond within 30 days. If we require additional time, we will let you know and explain why.

If you believe we have not handled your personal information in accordance with applicable privacy laws, we encourage you to contact us first so we can investigate and attempt to resolve your concerns.

If you are dissatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). Further information is available at www.oaic.gov.au.

Children

flip* is intended for individuals aged 18 years and older. We do not knowingly collect personal information from individuals under the age of 18. If we become aware that we have collected personal information from an individual under the age of 18, we will take reasonable steps to delete that information unless we are required or permitted by law to retain it.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Where changes are material, we may provide notice through the Services or by other reasonable means.

Continued use of the Services following any update constitutes acknowledgement of the revised Privacy Policy.

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