Privacy Policy

Kelora is operated by Kelora Pty Ltd, ABN 30 701 933 324 (“Kelora”, “we”, “us”) in Australia. This policy explains what we collect, why, where it lives, who can see it, and the choices you have. We handle personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles, and because Kelora is a health program, much of what you give us is health information, and we treat all of it to that higher standard.

What we collect

• Account details: your name, email address and password (stored only in secured, hashed form by our authentication provider).
• Your program: your current stage, your answers to the onboarding and safety questions (including medical screening questions), and when you move stages.
• Daily check-ins: your symptom ratings and any notes you choose to write.
• Bloating photos: photos of your bloating that you choose to take on your Progress page, with the date. Stored privately, never public, and never sent to an AI or any other service.
• Food and planning: meal plans, favourites, meals you build yourself and photos you attach to them.
• Assistant conversations: questions you ask the in-app assistant and its replies.
• Referral details: the practitioner code you signed up with, so your discount and your practitioner link work.
• Payment records: your subscription status and a customer reference from our payment provider. We never see or store your card number.
• Product usage: first-party records of events like sign-up steps and feature use, so we can see what is working. We do not use advertising trackers.

Why we collect it

To run your program: showing you the right foods for your stage, building your trends, remembering your plans, and answering your questions. To take payment and provide support. To improve the product using our own usage records. If you agree, and only then, to research how well the method works (see below). We do not sell personal information, we do not share it with advertisers, and we do not use your health information for marketing.

Sharing with your practitioner: your choice

If a practitioner referred you, you decide whether they can see your progress. This is asked as its own separate, unticked question at sign-up, never bundled with your discount. If you say yes, your practitioner sees the stage you are on, whether you are checking in, and your daily symptom ratings, and nothing else. Your bloating photos are a separate choice: they stay private to you unless you tick “Let my practitioner see my bloating photos” on your Progress page, and unticking it ends their access straight away. Anything you write in your notes stays private to you. You can turn sharing off at any time from your Account, and their access ends the moment you do.

Research: also your choice

We want to learn, and publish, how well the method works: for example, how many foods people can eat when they start compared with later on. At sign-up we ask, as its own separate, unticked question, whether your results may be included. If you say yes, we use only combined figures that cannot identify you, drawn from things like your stage, the foods you add back and your check-in ratings. Your name and contact details are never used, and anything you write in your notes is never included, and neither are your photos.

Saying no changes nothing about your program. You can change your answer at any time from Account → Research, and from that moment your results stop being included in new work. Figures already published cannot be withdrawn, but they never identified you.

Where your information lives

• Our database and file storage are hosted with Supabase in Sydney, Australia.
• The application is served by Vercel, with its functions pinned to the Sydney region.
• Overseas recipients, each bound by its own data-protection terms, and each sent only what its task needs:
• Stripe (United States) processes payments.
• Resend (United States) delivers our emails: account emails to you, and a short note to the Kelora team when someone creates an account (name, email address and the referral code used, never anything about your health).
• Anthropic (United States) reads a breath test report when your practitioner chooses to upload one, to fill in the numbers for them to check. Practitioners are asked to remove your name and other identifying details first, the file is not stored, and only the numbers are kept. If the in-app assistant is switched on, questions you send it are processed by Anthropic too.
• Vimeo (United States) streams the training videos in the practitioner area.

Who at Kelora can see your information

Access is restricted by role and enforced in the database itself. Clinical review of the program’s content and safety is done by Kelora’s clinical team. Practitioners can only ever see clients who explicitly chose to share with them.

Security

All traffic is encrypted in transit. Access to your rows of data is enforced with row-level security in the database, not just in the interface. Payment details are handled entirely by Stripe. Practitioners’ payout bank details and identity documents go to Stripe directly and are never stored by Kelora.

Retention and deletion

We keep your information while your account exists so your program history keeps working for you. You can delete your account and everything in it yourself, at any time, from Account → Your information. You do not have to ask us and you do not have to give a reason. It happens immediately and it cannot be undone.

Two things survive, and we would rather say so plainly than surprise you. If a practitioner referred you, our record of the commission we owe them stays, because it is their income and the tax office expects it to exist; your name is removed from it. Your payment history stays with Stripe, who process our payments and keep their own records.

Your rights

A copy of everything. From Account → Your information you can download a single file containing everything we hold about you: your check-ins and their notes, your safety screen, your plans, your favourites, the meals you built, and a record of every time anyone opened your file. No request, no waiting.

Corrections. You can change your stage, your plans and your check-ins in the app. For anything else, contact us and we will correct it.

Complaints. If something has gone wrong, tell us first and we will respond quickly. If you are not satisfied with our answer, you can complain to the Office of the Australian Information Commissioner (oaic.gov.au).

We keep a record of who looks at your file

Every time a practitioner opens your summary or your symptom trend, we record who it was and when, whether or not we let them see it. You can read that record yourself: it is included in the file you download above. Practitioners cannot see this record and cannot change it.

If something goes wrong

We have a written plan for responding to a data breach. If one happens and it is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Privacy Act requires. We will tell you what was involved in plain words rather than a vague notice.

Cookies

We use a small number of cookies, all our own: one to keep you signed in, one that remembers when a practitioner is previewing the client app, and a short-lived one that counts page visits anonymously (it holds a random session number, never your name or email). No advertising or cross-site tracking cookies.

Children

Kelora is for adults. The program is not written for children, and we do not knowingly collect children’s information.

Changes and contact

If this policy changes in a way that matters, we will tell you in the app or by email rather than silently editing this page.

For anything about your privacy, including a request for a copy of your information or to have it deleted, write to privacy@kelorahealth.com and a person will answer you.