Chilled Kids HQ – Support & Help Centre

Welcome to the Chilled Kids HQ Support Page!

We’re here to ensure you and your little ones have the best experience with the Chilled Kids HQ App. Whether you need help navigating the app, troubleshooting issues, or learning more about its features, this page has all the support information you need.

📌 About Chilled Kids HQ

Chilled Kids HQ is a mindfulness and emotional well-being app designed to help children navigate big feelings in a safe and engaging way. Our app features:

✅ Bedtime Stories & Guided Meditations – Relaxing audio content to help little ones wind down.
✅ Breathing & Calming Exercises – Fun and simple techniques to regulate emotions.
✅ Yoga & Brain Gym Activities – Engaging movement-based exercises to build focus and relaxation.
✅ Sleep Music & Sounds – Soothing audio to encourage restful sleep.
✅ Diverse & Inclusive Stories – Encouraging self-expression and understanding differences.

The Chilled Kids HQ app is safe, ad-free, and designed for children to explore mindfulness in a fun and engaging way.

🔧 Troubleshooting & FAQs

📱 General App Support

💡 How do I download and install the app?

Chilled Kids HQ is available on the App Store and Google Play Store. Simply search for “Chilled Kids HQ,” tap Download, and follow the installation steps.

💡 What devices are supported?

The app is compatible with iOS devices running iOS XX or later.

💡 I forgot my login details. What should I do?

Tap “Forgot Password” on the login screen and follow the prompts to reset your password.

💡 Why isn’t my audio playing?

Ensure your device volume is turned up and that your mute switch (if applicable) is off.
Check that the app has permission to access audio in your device settings.

💡 The app is not responding. What can I do?

Try closing and reopening the app.
Ensure your app is updated to the latest version.
Restart your device and try again.

💳 Subscription & Payment Support

💡 How do I manage or cancel my subscription?

Subscriptions are managed through your Apple ID or Google Play store account.
Go to Settings > Apple ID or Google Playstore ID > Subscriptions to view or modify your subscription.

💡 I was charged incorrectly. What should I do?

Contact Apple Support or Google Play Support for billing inquiries, as all payments are processed through the App Store or Google Play Store.

👨‍👩‍👧‍👦 Parental Controls & Safety

💡 Is the app safe for kids?

Yes! Chilled Kids HQ is 100% ad-free, with kid-friendly content curated by mindfulness experts.

💡 Does the app collect personal data?

We prioritize privacy. Chilled Kids HQ follows strict data protection policies in compliance with COPPA & GDPR.

Account Deletion Request

How do I cancel my Subscription?

You can cancel your Subscription plan at any time as follows:

If you have purchased your Subscription directly through the Chilled Kids HQ app, go to the profile section of your account and click ‘Cancel Subscription’. You will receive an email confirming your cancellation.
If you have purchased via Apple, details of how to cancel your Subscription can be found here.
If you have purchased via Google, details of how to cancel your Subscription can be found here.

If you purchased your Subscription plan through Apple or Google, you must cancel your Subscription directly with them and follow their instructions, as they (not Chilled Kids HQ) are in charge of the billing. You will receive an email from Apple or Google confirming your cancellation.

Deleting the App will not cancel your Subscription.

When you cancel your Subscription, it remains valid until the last day of the Subscription period that you have paid for, and you will not receive a refund for that period. If you cancel at least one day before the end of the current Subscription period, cancellation will take effect at the end of that period. You must cancel the Subscription at least 24 hours before the renewal date. If you do not cancel within this time, you may still be charged for the Subscription.

You will not be able to access Subscription-only content when your Subscription ends. If you purchase a Subscription in the future, this will re-enable all such content.

📩 Need More Help? Contact Us!

If you need further support, we’re happy to assist! Reach out to us at:

📧 Email: chilledkidshq@gmail.com
📍 Website: www.chilledkidshq.com.au/faq

We’re here to help make mindfulness fun, easy, and accessible for all kids! 🌈✨

Privacy Policy for Chilled Kids HQ

Effective Date: 12th March 2025

Welcome to Chilled Kids HQ! We are committed to protecting your privacy and ensuring that your personal information is handled safely and responsibly. This Privacy Policy outlines how we collect, use, store, and protect the personal information of our users.

By using Chilled Kids HQ, you agree to the terms of this Privacy Policy. If you do not agree, please do not use our app or website.

1. What Type of Information Do We Collect?

We collect two types of information:

1.1 Personal Information (PI)

This is information that identifies you or your child personally and may include:
✅ Name (if voluntarily provided)
✅ Email address (if voluntarily provided for support inquiries)
✅ Billing details (if purchasing a subscription)
✅ Contact form submissions
✅ Account login details (if applicable)

1.2 Automatically Collected Information

When using our app or website, we may collect certain non-personal information automatically, such as:
✅ IP address
✅ Device type and operating system
✅ App usage statistics (e.g., which features are accessed)
✅ Cookies and tracking data (if applicable)

We do not collect or store sensitive information such as social security numbers, biometric data, or personal messages.

2. How Do We Collect Information?

We collect information through the following methods:

🔹 User-provided information: When you create an account, subscribe to updates, or contact us for support.
🔹 Automatic data collection: When you use the app, analytics tools collect usage data to help us improve functionality.
🔹 Third-party integrations: If you make a purchase, payment processors may collect necessary billing information.

3. Why Do We Collect This Information?

We collect personal and usage data for the following reasons:

📌 To provide and improve the app – Ensuring smooth functionality and enhancing user experience.
📌 To process subscriptions and payments – Managing purchases securely.
📌 To offer customer support – Responding to inquiries and troubleshooting issues.
📌 To send updates and notifications – Only with your consent (e.g., new features, promotions, app improvements).
📌 To comply with legal requirements – Ensuring compliance with applicable regulations.

4. How Do We Store, Use, Share, and Disclose Your Information?

🔒 Storage & Security
We store your information securely using industry-standard encryption and access controls to protect your data.

🤝 Sharing with Third Parties
We do not sell or rent your personal information. However, we may share data with:

✅ Service providers (e.g., payment processors, cloud storage providers)
✅ Analytics providers (e.g., Google Analytics for tracking app performance)
✅ Legal authorities if required by law (e.g., fraud prevention, compliance)

All third-party services adhere to their own privacy policies and data protection practices.

5. How Do We Communicate With You?

📩 If you provide an email address, we may contact you for:

App updates and new features
Important security or policy changes
Customer support responses

You may opt out of promotional emails at any time by clicking “unsubscribe” in our emails.

6. How Do We Use Cookies & Tracking Tools?

🍪 We use cookies and tracking technologies on our website to:

Improve user experience
Analyze website performance
Store user preferences

If you do not wish to have cookies stored, you can disable them in your browser settings. Third-party services like Google Analytics may also place cookies, which are governed by their own privacy policies.

7. Does your app include third-party analytics

Yes, our app was built using the Wix app template platform, which includes built-in analytics tools. These tools collect anonymized, aggregated data such as app usage metrics (e.g., session duration, page views) and basic device information. This data is used solely for internal purposes to improve app performance and user experience. No personally identifiable information is collected, and no data is shared or sold to third parties.

8 Does your app include third-party advertising?
No, our app does not include third-party advertising.

9. Will the data be shared with any third parties?

No, we do not share any personal or user data with third parties outside of the third-party analytics provider mentioned above, and only for the purposes described (i.e., app performance monitoring and improvement).

All data collected is anonymized and used solely for internal performance evaluation. No user-identifiable or device-level data is sold or shared.

10. Is your app collecting any user or device data for purposes beyond third-party analytics or third-party advertising?

No, our app does not collect any user or device data beyond what is mentioned above for performance analytics. We do not collect names, emails, location data, or any personally identifiable information.

Additionally, our app does not allow commerce or external links to be accessed by children without first obtaining parental permission through a secure parental gate.

Parental Gate Compliance:
Any links that lead outside the app (such as to our website or social media, or for in-app purchases) are protected behind a parental gate in compliance with Apple's guidelines. This ensures that children cannot access content or initiate purchases without adult supervision.

11. How Can You Withdraw Consent or Delete Your Data?

You have the right to withdraw consent or request modifications to your personal data at any time.

🔹 To delete your account or request data removal, contact us at chilledkidshq@gmail.com
🔹 To opt out of marketing emails, click “unsubscribe” in any email you receive.
🔹 To disable cookies, adjust your browser settings.

12. Privacy Policy Updates

We may update this Privacy Policy from time to time. We will notify users of significant changes by:
✅ Posting the updated policy on our website
✅ Sending an email notification (if applicable)

We encourage you to review this page regularly to stay informed about how we protect your information.

13. Contact Us

If you have any questions about this Privacy Policy, or need assistance, please reach out:

📧 Email: chilledkidshq@gmail.com
🌍 Website: www.chilledkidshq.com

We’re here to help and ensure your privacy and safety while using Chilled Kids HQ.

Thank you for being part of our community! 💙✨