Safety & support

Chapter & Kin · Updated 3 November 2026

Operator: Chapter & Kin — ABN 62 144 654 542. Privacy and customer support: support@chapterandkin.com.au.

Report inappropriate content, a user, unauthorised sharing, a privacy issue or a security concern. Use the in-app report option where available, or email support@chapterandkin.com.au. Reports are not posted as family comments.

Your family’s privacy, at a glance

• Who sees your memories: verified people invited to that book. Viewers see published, unlocked memories and the family tree, including its notes. Stories and family-tree notes are shared with book members. The owner and co-parent can restrict individual saved photos and videos to Parents only; existing files keep their audience unless changed. Previously issued links remain valid until expiry and saved copies cannot be recalled.
• Care records: feeding, sleep, nappies, growth measurements and health details are restricted to the owner and their one co-parent.
• Your files: storage-saver uploads reduce photo size; the Original option keeps supported files unchanged and may retain location metadata. Your phone originals stay on your device. Download and export options depend on your role and the owner’s settings.
• Recovery: an encrypted off-site backup and an isolated database/media restore were tested on 2 November 2026. This is not end-to-end encryption. Automated backups are subject to job success, retention and capacity limits, and do not guarantee recovery of every recent change. Keep your own originals too.
• Leaving: see account deletion instructions. Removing someone’s access cannot recall their saved copies.

Read the full privacy policy · Terms of use

What to include

Tell us what happened and which book, photo, comment or user is involved. If the app displays a report reference, include it. Give only enough information to locate the issue. Do not forward invitation emails, temporary media links, passwords, identity documents, or unnecessary children's photos or care records. Do not download or attach suspected illegal material to a report.

Open a safety report email

If the button does not open, copy support@chapterandkin.com.au into your email service. Support is not an emergency service or a continuously monitored crisis line.

Protect your book now

• Book owners can use Sharing & access to remove a member or revoke a pending email invitation.
• Family access requires the invited verified email account and agreement to the current terms. Legacy anonymous guest links no longer open books.
• If someone may know your password, use account recovery to change it and contact support about unauthorised sessions.
• Do not share invitation emails or temporary media links publicly. A valid signed file URL can be opened by anyone holding it until it expires, without another sign-in.
• Removing access prevents further authorised loading, but cannot erase screenshots or files already saved. It does not instantly revoke existing signed URLs; viewing and download URLs can have different lifetimes.

Security limits

Private media uses HTTPS/TLS in transit and provider-managed encryption at rest. It is not end-to-end encrypted; authorised operators may access relevant private content when necessary for operations, support, safety or legal obligations. An independent external penetration test has not been completed. Internal checks and access controls reduce risk but do not guarantee that a breach cannot occur.

How reports are handled

Authorised operators may review the report and the relevant content or account details needed to investigate. We may remove or restrict content, suspend access, ask for more information or act on a legal obligation. We handle reports privately, but cannot promise anonymity if information must be disclosed for a lawful investigation. If you disagree with an action affecting your account, contact support with the report reference.

Child and family safety

Only upload and share material you have authority to use. Child sexual abuse or exploitation material, sexualised images of children, sexually explicit content, harassment, threats and unlawful disclosures are prohibited. Do not upload a photo when you are unsure it is appropriate to share. Cover or crop private areas before saving and check the final result; there is no automatic private-area detection.

If someone is in immediate danger, contact local emergency services. Do not wait for an app report response.