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Memora.help

Children's Policy

Last updated: 1 October 2026

1. Summary

  • Memora.help is for adults aged 18 and over. Children and young people under 18 cannot create or hold an account.
  • We do not knowingly collect personal information from children as users, and we do not market to them.
  • Carers may sometimes record information about a child in the person's life, such as a grandchild. This policy explains the limits on that.
  • If you are a young carer, support is available (see clause 5).

This policy is provided by Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub, and forms part of our Terms and Privacy Policy. In this policy a "child" is anyone under 18.

2. Adults only: how we apply the 18+ rule

  • At sign-up you must confirm that you are 18 or over and accept our terms. We record that confirmation.
  • We do not ask for date of birth or identity documents to check age, because that would mean collecting more personal information than we need. Our age check is therefore a declaration, and we rely on you to be truthful.
  • We do not design the Service to appeal to children, and it does not contain advertising, games for children, social features, or contact between users.
  • If we learn that a child has created an account, we will suspend it, tell the child or their parent or guardian if we can contact them, and delete the account and associated personal information as soon as reasonably practicable (subject to any legal obligation to keep a record).
  • If you believe a child is using the Service, email support@memora.help. We will act promptly.

3. Information about children recorded by carers

Care records and the Memory Vault can include information about other people in a person's life, and some of those people may be children (for example a grandchild's name, a family photo or a recording of a child's voice). If you add such information:

  • Only include what you need for the person's care or reminiscence. Prefer first names or a relationship ("granddaughter") to full names, and avoid addresses, schools, health details or identification numbers.
  • Do not upload images or recordings of a child that are intimate, that show a child in distress, or that you do not have the right to share. Do not upload unlawful material, which we may remove and report to authorities.
  • If the child is yours or you have lawful authority over them, you are responsible for deciding what to record. If you do not have that authority, obtain the consent of a parent or guardian (or of the young person where they are old enough to decide).
  • Information about children is kept private and visible only to the care team, as for other care records. We do not use it to profile, market to or make automated decisions about the child.
  • Text you enter that mentions a child may be sent to AI providers if you use AI features (see the Privacy Policy). Keep references general to reduce that risk.

4. Requests from children, parents and guardians

A child, or a parent or guardian on their behalf, can ask us to tell them what information we hold about the child, correct it, or delete it. We will consider the child's age and maturity, and whether they are capable of making the request themselves, and will usually act on it unless the law requires us to keep the information. Contact support@memora.help (mark your email "Privacy"). We may need to verify who you are. If a record also concerns the person being cared for, we may remove only the parts about the child.

5. Young carers

If you are under 18 and help care for someone with dementia, you are not alone and you cannot open an account yourself. Please ask a trusted adult, such as a parent, guardian or another carer, to use Memora.help for the household. Free support is available:

  • Carer Gateway: 1800 422 737 (carergateway.gov.au) for carers, including young carers.
  • Kids Helpline: 1800 55 1800 (for ages 5 to 25), 24 hours.
  • Dementia Australia National Dementia Helpline: 1800 100 500.
  • In an emergency call 000.

6. Safety of children and mandatory reporting

Memora.help is not a child-focused service and is not staffed to assess risks to children. Our staff are not mandatory reporters under the Children and Community Services Act 2004 (WA). If we become aware that a child may be at risk of serious harm or abuse, or of unlawful activity involving a child, we may disclose relevant information to police, child protection authorities or the eSafety Commissioner where the law permits or requires it, including where we reasonably believe it is necessary to lessen or prevent a serious threat to life, health or safety. We cooperate with lawful requests from those authorities.

7. The laws that apply

Western Australia and Australia

  • Privacy Act 1988 (Cth) and the Australian Privacy Principles, which apply to information about children. A child's own capacity to consent is assessed individually; as a guide, the OAIC presumes capacity from about age 15.
  • The Children's Online Privacy Code under the Privacy Act, to be registered by the OAIC. We are not directed at children, so we do not expect it to apply to the Service, and will review this if that changes.
  • Online Safety Act 2021 (Cth), including the eSafety Commissioner's powers to require removal of harmful content.
  • Age of Majority Act 1972 (WA), under which adulthood is reached at 18; contracts with children are generally unenforceable against them, which is another reason we require an adult to hold the account.
  • Children and Community Services Act 2004 (WA), which governs child protection and reporting in Western Australia.

European Union and United Kingdom

  • GDPR Article 8 sets the age at which a child can consent to online services directly offered to them (between 13 and 16 depending on the Member State), and Recital 38 gives children specific protection. The UK GDPR sets the age at 13.
  • Because the Service is not offered to children and is for adults only, we do not rely on a child's consent for any processing. If we learn we hold a child's account data, we delete it.
  • The UK Age Appropriate Design Code applies to services likely to be accessed by children. As an adults-only caring tool, we do not expect it to apply, and we review this regularly.

8. Changes and contact

We will review this policy when the law changes, including when the OAIC registers the Children's Online Privacy Code, and at least once a year. Contact: support@memora.help.