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Privacy Policy

Last updated: September 26th 2017.

This document is a part of the TeenHelp Terms of Service. For other information governing the usage of services provided by TeenHelp, please click here.

In this section:
> Confidentiality Policy and personal information
> Protection of users under the age of thirteen

Confidentiality Policy & personal information

TeenHelp does not require the user to submit any personal information before they may use TeenHelp. For full account registration to be obtained, TeenHelp requires only a username and a valid email address. The username will be public to all other users of TeenHelp, and will be used to identify the user on the site. The username can be any nickname, alias or word(s) the user chooses, though TeenHelp strongly suggests the user doesn't register with their full name. The email address, which will only be visible to the Project Coordinators and Project Advisors, will be used to activate the user account upon registration. Following account activation, it is unlikely TeenHelp will contact the user again. The user has the option to volunteer personal information via the content they place on the site, but this information is not required, and failure to provide such information does not impede the user’s usage of TeenHelp in any way.

TeenHelp automatically collects and maintains a record of certain information about the computer the user is using to access TeenHelp. This might include the user’s operating system, web browser, Internet Protocol (IP) Address and Internet Service Provider (ISP). This information is only accessible to the Project Coordinators, and in a more limited capacity, the Moderation. This information will only be used to keep track of troublesome users on TeenHelp.

Most information disclosed to a member of the TeenHelp staff will be kept confidential at all times. Members of the TeenHelp staff are permitted to disclose information about safety and moderating concerns to the Moderating Team and their supervisors (Project Officers, Team Leaders, and Project Coordinators). Project Coordinators are authorized to take additional steps and contact individuals outside of TeenHelp, if this is deemed necessary. If you believe a member of the TeenHelp Staff has breached confidentiality for any other reason, you may submit feedback using this form.

TeenHelp cannot guarantee the confidentiality of any information disclosed to non-staff members. TeenHelp accepts no responsibility for the misuse or distribution of any personal information that users voluntarily disclose to non-staff members. TeenHelp does not recommend that information such as surnames, phone numbers and street addresses are disclosed anywhere on TeenHelp, even to trusted parties.

Any content submitted to TeenHelp, whether publicly or privately, may be reviewed in full by the Project Coordinators and selected other senior staff members at any time. This includes Private Messages on the Support Forums, which may be selectively monitored based on certain key words. These random selections are made in order to protect users from unsuitable messages.

No information collected on TeenHelp will be actively disseminated, commercially or otherwise, to third parties or advertisers. Such third parties may unduly collect any content that is willingly displayed publicly, but TeenHelp will not play a role in this, and will actively prevent this occurrence where possible.

Reasonable efforts will be made by the Project Coordinators to protect the privacy of TeenHelp users, and appropriate disciplinary action will be taken against staff members who break these privacy agreements, but TeenHelp can not be held accountable when the actions of any individual or group of individuals results in the inappropriate dissemination of personal information, or when circumstances demand that this Confidentiality Policy must be dismissed; such a decision rests solely with the Project Coordinators.

Protection of users under the age of thirteen

TeenHelp is in full compliance with the Children Online Privacy Protection Act (COPPA). This means that TeenHelp does not collect any personal information from users under the age of thirteen (see Confidentiality Policy above for details). Information collected by TeenHelp is fully visible to the following users on the site: Rob and Winston (collectively "the Project Coordinators"). Certain information may also be visible to some members of the Moderation and other volunteers as needed, however this will be limited to information that is necessary for them perform to their roles.

Users under the age of thirteen should obtain the consent of their parents or guardians before they use any services provided by TeenHelp. Parents or guardians of children under the age of thirteen have the entitlement to review all personal information collected about their child while on TeenHelp. The parent or guardian may demand the deletion of this information, and the suspension of their child’s usage of these services. Parents or guardians will be required to demonstrate evidence of their relation to the child before any information is released or modified. Under no circumstance will requests for advice, private journal entries, private messages, chat logs, or similar information be released to the parents or guardians of TeenHelp users.

Users under the age of thirteen and parents or guardians of such users should be aware that not all content on TeenHelp may be appropriate for those users. Content on TeenHelp is moderated to a PG-13 level (suitable for a thirteen year old), and no lower. Parents or guardians of users under the age of thirteen are ultimately responsible for the activities their children take part in on the Internet.

All enquiries from the parents or guardians of users under the age of thirteen can be directed towards contact [at] teenhelp.org.

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