Last updated: 5 October 2026

The Face Chi respects your privacy. This policy explains how we handle personal information when you visit thefacechi.com, join Facecentric, use our course or contact us.

The Face Chi
501 Queen Street, Brisbane QLD 4000, Australia
Email: info@thefacechi.com

Information we collect

• Account and contact information: your name, email address, username and information you provide when registering, updating your profile or contacting us.
• Membership and transaction information: your membership level, access status, purchases, payment references and billing information required for your transaction. Payment card details are handled by our payment processor rather than stored as full card details by The Face Chi.
• Course progress: which Facecentric videos you mark complete, videos recorded as complete when playback ends, and their completion dates. These records are associated with your account so your progress can be shown when you return.
• Newsletter information: your name, email address and subscription preferences when you sign up for our mailing list.
• Technical information: IP addresses, browser and device information, pages visited, interactions and diagnostic or security logs. Website and video providers may also collect usage information through cookies and similar technologies.

We collect information from you, from your use of the website and from providers that help deliver the service, such as payment confirmations. We do not request health information or client photographs as part of our current services. Please avoid including sensitive information in general enquiries.

You can browse public pages without creating an account. Information needed to manage your membership and payment is necessary to provide paid course access.

How we use information

We use information to create and manage your account, check membership access, process transactions, deliver videos and downloads, save course progress, respond to enquiries, send service messages, maintain security and improve the website.

We use your newsletter details to send updates and offers where you have subscribed or otherwise authorised those messages. You can unsubscribe using the link in a marketing email or contact us. Unsubscribing from marketing does not prevent essential account, payment or service messages.

We do not sell or rent your personal information. We do not currently run Facebook or Google advertising campaigns. Website analytics, embedded videos and social media services still have their own information-handling practices.

Course progress and login settings

Your completion status and dates are stored with your WordPress account. A reset changes the progress displayed in the course; a previous-progress snapshot may remain in your account records. Resetting progress is not the same as deleting your account information. Contact us if you want to request deletion of progress records.

Login cookies help recognise your account and maintain course access. Selecting Remember Me can keep you signed in between visits, subject to browser settings, cookie expiry and security controls. Private browsing, clearing cookies or using a different browser can require another login.

We also use browser session storage to remember whether you have already been directed to the course during a browser-tab session. This helps you return to the home page without being repeatedly redirected.

Cookies, analytics and embedded videos

The website uses cookies and similar storage for login, membership access, security, preferences and website operation. Google Analytics and Jetpack services help us understand website use. Embedded Vimeo videos and payment services may use their own cookies and receive information such as your IP address, browser details and interactions with their services.

You can manage cookies through your browser and any cookie-choice controls made available on the website. Blocking essential cookies may prevent login, checkout or course access. Browser Do Not Track signals are not a substitute for these controls and are not consistently recognised by all services.

For Google’s practices and available choices, see Google’s privacy policy. For video-related information, see Vimeo’s privacy policy.

Service providers and disclosures

We use third-party services to operate the website and fulfil your requests. Relevant providers include:

• Bluehost: website hosting and related infrastructure.
• WordPress and Kadence Memberships Pro (formerly Restrict Content Pro): account and membership management on our website.
• Stripe: payment processing. See Stripe’s privacy policy. If another payment method is offered at checkout, the provider identified there handles that payment under its own privacy policy.
• Vimeo: hosting and delivery of course videos.
• Mailchimp: mailing-list management and email delivery. See Mailchimp’s privacy information. Email services may record delivery, opens and link clicks.
• Google and Automattic/Jetpack: analytics and website services, including image delivery. See Automattic’s privacy policy.

Authorised administrators and technical support providers may access information as needed to maintain the service or resolve problems. Backups and diagnostic records can include account information and website email logs.

We may also disclose information when required or permitted by applicable law, to address fraud or security incidents, or with your permission. We do not provide your information to unrelated businesses for their own direct marketing.

Overseas processing

Some providers operate outside Australia, including in the United States. Your information may be stored or processed overseas by those providers and their service partners. Their locations can vary by service and infrastructure; their privacy policies explain their international operations. Contact us for information about the providers relevant to your account.

Where Australian privacy law applies, we take reasonable steps required by that law in relation to overseas disclosures. Merely visiting this website does not waive your privacy rights or constitute consent to waive protections for overseas disclosures.

Storage, security and retention

Information is held in our website account and membership systems, provider systems, correspondence, logs and backups. We use measures such as HTTPS, authenticated access and backups to help protect it. No online service or storage method can be guaranteed completely secure.

Account and progress records support your ongoing membership and returning access. Transaction records may need to be retained for accounting, legal or dispute-resolution purposes. Logs and backups can retain copies after information is changed or removed from the live website, until those copies are replaced or removed.

Contact us to discuss account closure, deletion or the retention of particular records. Requests are subject to applicable legal obligations and any information we need to retain for legitimate service, security or dispute-resolution purposes. We will explain any relevant limitations rather than treating account closure as immediate deletion of every backup.

Access, correction and privacy requests

You can update available profile details through your account. To request access to, correction of, or deletion of personal information we hold, email info@thefacechi.com. You can also ask about information use or withdraw consent where processing relies on consent.

We may need to verify your identity before releasing or changing account information. Please do not send your password or full payment card details. We will respond within a reasonable time and any applicable statutory deadline, and explain if a request cannot be fulfilled.

Depending on your location and the law that applies, you may also have rights to restrict or object to processing, receive a portable copy of information, or complain to your local privacy regulator. For people in the EEA or UK, where GDPR or UK GDPR applies, processing may rely on providing your purchased service, consent for optional activities, legal obligations or legitimate interests such as security and service improvement. Applicable California privacy rights, including access, correction, deletion and non-discrimination rights, are not limited by this policy. Contact us to exercise an applicable right.

Privacy concerns and complaints

Please send privacy concerns to info@thefacechi.com, with a brief description and your preferred contact method. We will review the concern, seek any information needed to investigate and respond with the outcome or next steps.

If we cannot resolve your concern, you may be able to complain to the Office of the Australian Information Commissioner (OAIC), where the matter falls within its jurisdiction. The OAIC generally asks you to complain to the business first and allow it time to respond. See the OAIC’s complaint guidance.

Children and external services

We do not knowingly collect personal information from children under 13. If you believe a child has provided information, please contact us so we can investigate and address it.

Links to Instagram, Facebook and other external websites take you to services with their own privacy policies. If you interact with our social media pages, the platform may process your information under its policies. Avoid posting private account or payment information publicly.

Changes to this policy

We will publish updates on this page and change the date above. Where required by law, or where a material change warrants it, we will provide additional notice or seek consent. This policy does not remove rights available under applicable privacy law.