Your information, your say.
Version 2026-06-v1 · written in plain language for young people and families.
Who we are
Hello Foundation runs the Hellofoundation Youth Mental Wellness & Support app. We are the responsible party for your personal information under the Protection of Personal Information Act (POPIA).
Who can use the app
You must be 13 or older. Parents and caregivers can create their own account. A parent can only see limited progress information (session counts and summaries your support practitioner chooses to share) if you accept their link request — never your chats, check-in answers or notes.
What we collect
Your name, email, date of birth, phone (optional), province, city and suburb; your bookings and session history; chat messages; your goals, mood and journal entries; wellbeing check-in answers; and notes your support practitioner writes. We also keep basic security records like sign-in times and device type.
Wellbeing (health) information
Check-in answers, mood entries and session notes are special personal information. We only process them with your consent, and only to support you. Only the support practitioner(s) you book with can see your check-in answers and notes. Admins see that a safety flag exists so they can make sure someone helps you — not your answers.
Check-ins are not automatic decisions
Your check-in scores help your support practitioner prepare. They never decide on their own whether you get support. A person always reviews them.
Your safety
If your answers or notes suggest you may be at risk, we will show you help-line numbers straight away and alert the people supporting you so they can reach out. This app is a support service — it is not an emergency service. In danger? Call 10111 or 112.
Who we share with
We use trusted service providers to run the app: video sessions (Daily.co), email (TurboSMTP), SMS and WhatsApp messages (Clickatell), Google sign-in, approximate location from your internet address when you book (ipapi.co — city level only, so we know roughly where support is needed and can keep you safe), and secure cloud hosting. Some of them store data outside South Africa, under agreements that protect your information. We never sell your information.
How long we keep it
We keep your information while your account is active and for as long as the law requires for support records. You can ask us to delete your account.
Your rights
You can ask to see, correct or delete your information, object to how we use it, or withdraw your consent at any time (this may limit how we can support you). You can also complain to the Information Regulator (inforeg.org.za).
Terms of use
Be respectful in chats and sessions. Don't share someone else's personal information. Support practitioners can end a session if someone's safety is at risk and may contact emergency services when there is serious danger. Sessions are free.
Contact our Information Officer
Information Officer (to be confirmed) · privacy contact to be confirmed