Privacy Policy
This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us, offline or online, including through our website https://asklili.ai, the Lili mobile application, and any related products, services, or platforms operated by Lili.
In this Privacy Policy, "we", "us", or "our" means LILI AI PTY LTD, ACN 693 726 484, ABN 25 693 726 484.
Please read this Privacy Policy carefully. Please contact us if you have any questions.
By providing us with personal information or using Lili, you acknowledge that you have had sufficient opportunity to access this Privacy Policy and that you have read and accepted it.
If you do not wish to provide personal information to us, you do not have to do so. However, this may affect your ability to use Lili or any products and services offered through it.
1. Type of personal information collected
The types of personal information we may collect about you include:
- your name
- your email address and other contact details
- your login and account details
- your age, date of birth, or confirmation that you are at least 18 years old
- your payment and billing information, where applicable
- your purchase and subscription information, including your subscription tier and status, the product you purchased, purchase, renewal, cancellation, and expiry dates, the store or platform you purchased through (Apple App Store, Google Play, or our website), the currency and price of your purchase, and transaction or subscription identifiers
- your preferences, goals, intentions, reflections, opinions, and responses provided during your use of Lili
- information you provide through coaching conversations, journaling, prompts, forms, surveys, questionnaires, or onboarding flows
- information about your emotional state, personal challenges, relationships, beliefs, habits, lifestyle, wellbeing, or personal development goals, where you choose to provide this information
- customer support communications and feedback
- details of products or services we have provided to you or that you have enquired about
- your browser session data, device information, network information, IP address, operating system, browser type, app usage data, analytics data, page views, session activity, acquisition sources, search queries, and browsing behaviour
- information about your access to and use of our website, mobile application, associated platforms, social media accounts, and related services
- any other personal information you provide to us directly or indirectly through your use of Lili
Lili is an AI-powered coaching-style experience. The content you submit during a conversation with Lili may include highly personal information. This may include reflections about your emotions, relationships, personal history, life challenges, wellbeing, goals, or personal development. We only collect this information when you choose to provide it.
Some information you provide may be considered sensitive information under applicable privacy laws. This may include information about your health, mental wellbeing, spiritual beliefs, religious beliefs, philosophical beliefs, racial or ethnic origin, sexual orientation, or other sensitive matters. By choosing to provide this information to Lili, you consent to us collecting, using, storing, and disclosing it in accordance with this Privacy Policy.
Payment card details. We do not receive or store your full payment card details. Payments are collected and processed by Apple (for App Store purchases), Google (for Google Play purchases), or Stripe (for purchases made on our website). We receive confirmation of your purchase and the subscription information described above, but not your full card number.
We may collect these types of personal information directly from you or from third parties, including service providers that help us operate Lili, such as Apple, Google, Stripe, and our subscription management provider RevenueCat, which notify us of purchases, renewals, cancellations, billing issues, and refunds relating to your subscription.
2. Collection and use of personal information
We may collect, hold, use, and disclose personal information for the following purposes:
- to enable you to access and use Lili, including our website, mobile application, and related services
- to create, manage, and maintain your user account
- to provide AI-powered coaching-style conversations and personalised responses
- to remember relevant context, preferences, or prior interactions where this functionality is enabled
- to contact and communicate with you
- to provide customer support
- to process payments and subscriptions, where applicable
- to manage your subscription and entitlements, including verifying your subscription status, giving your account access to paid features on iPhone, Android, and the web, applying free tier limits, restoring purchases, preventing duplicate billing, and handling billing issues, disputes, and refunds
- to detect and prevent payment fraud and subscription abuse
- for internal record keeping and administrative purposes
- for analytics, research, product improvement, quality assurance, and business development
- for quality control, including reviewing conversation history where appropriate
- to improve the safety, reliability, and user experience of Lili
- to send you service-related communications
- to send you marketing or promotional communications, including newsletters, promotions, course offers, events, and other information we believe may be of interest to you, where permitted by law and subject to your communication preferences
- to investigate misuse, security incidents, or breaches of our terms
- to comply with legal obligations and resolve disputes
When you interact with Lili, your messages and related context may be processed by artificial intelligence systems, including third-party AI model providers, in order to generate responses. We use these systems to provide the Lili experience, improve functionality, monitor safety, and operate the service.
Lili uses the OpenAI API with default no-training settings. This means that, according to our current configuration, user inputs and outputs are not used to train OpenAI models.
Lili is designed to provide coaching-style reflection and personal development support only. Lili is not a medical provider, mental health provider, therapist, counsellor, psychologist, psychiatrist, religious advisor, spiritual advisor, legal advisor, financial advisor, or emergency service.
Lili does not provide religious guidance, mental health guidance, therapy-like guidance, diagnosis, treatment, professional advice, or crisis support.
Information you provide to Lili is not treated as part of a doctor-patient, therapist-client, attorney-client, clergy-penitent, or other legally privileged professional relationship.
You use Lili at your own risk. You are responsible for how you interpret and act on responses provided by Lili. To the maximum extent permitted by law, LILI AI PTY LTD is not liable for any actions, decisions, outcomes, losses, or damages arising from your use of, or reliance on, Lili or any response generated by Lili.
3. Disclosure of personal information
We may disclose personal information to:
- third-party service providers for the purpose of enabling them to provide their services, including IT providers, cloud hosting providers, data storage providers, analytics providers, payment processors, customer support providers, communication providers, marketing providers, professional advisors, and security providers
- AI model providers and technology providers that help us operate the Lili experience
- Supabase, which provides the database, sign-in system, and secure storage of accounts and conversations (hosted in Australia)
- Vercel, which hosts the Lili web app and our administration tools
- OpenAI API, for the purpose of generating AI-powered responses (with no-training settings, as described above)
- Resend, which delivers account-related emails such as password resets
- ActiveCampaign, which manages our email communications and contact list, including whether you hold an active Infinite Lili subscription, so we can manage your communication preferences and avoid sending you offers for something you already have
- Sentry, which receives technical crash reports from the app so we can find and fix faults — crash data only, never your conversations, and not linked to your identity
- RevenueCat, our subscription management provider, which links your purchase (whether made through the Apple App Store, Google Play, or our website) to your Lili account and keeps your subscription status in sync across iPhone, Android, and web
- Stripe, which processes payments for purchases made on our website and may act as the merchant of record for those purchases
- Apple and Google, which collect and process payment for purchases made through the Apple App Store or Google Play under their own terms and privacy policies
- Google Analytics and Meta Pixel, where used on our website only — never within the Lili app
- AWS, for hosting, infrastructure, storage, or related technology services (used indirectly, as an underlying infrastructure provider to our hosting and database providers)
- our employees, contractors, advisors, consultants, and related entities
- existing or potential business partners, agents, investors, purchasers, or successors in connection with a business transaction
- anyone to whom our business or assets, or part of them, are or may be transferred
- courts, tribunals, regulatory authorities, law enforcement officers, or other third parties where required or permitted by law
- third parties where necessary to establish, exercise, or defend our legal rights
- third parties who assist us in providing information, products, services, analytics, marketing, or direct communications to you
Lili may use third-party AI and infrastructure providers to process user inputs and generate AI responses. These providers may process your information on our behalf.
Some third-party providers may be located outside your country of residence or may store or process information in other countries. These countries may have different privacy laws from those in your country. Where required, we will take reasonable steps to ensure appropriate safeguards are in place.
4. Your rights and controlling your personal information
Choice and consent
By providing personal information to us, you consent to us collecting, holding, using, and disclosing your personal information in accordance with this Privacy Policy.
You do not have to provide personal information to us. However, if you do not, it may affect your ability to use Lili or the products and services offered through it.
Lili requires users to create an account in order to use the app.
Information from third parties
If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy.
If you provide personal information about another person, you represent and warrant that you have that person's consent to provide the personal information to us.
Access
You may request details of the personal information that we hold about you. In some circumstances, we may refuse to provide access where permitted by law.
Correction
If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant, or misleading, please contact us. We will take reasonable steps to correct any information found to be inaccurate, incomplete, misleading, or out of date.
Deletion
You may request that we delete personal information we hold about you, including your account information and conversation history, subject to any legal, security, operational, or record-keeping requirements that require us to retain certain information.
You can permanently delete your account and all of your conversations at any time from within the app (Settings → Delete my account & data). Deletion is immediate and cannot be undone. You can also request deletion by contacting us at admin@asklili.ai.
Deleting your account does not cancel an active subscription billed by Apple or Google. You must cancel the subscription through your Apple or Google account settings, or you may continue to be charged. See our Terms of Use for how to cancel. Records of past transactions may be retained after deletion as described in the Data retention section below.
Lili stores chat history for quality control. A small number of authorised team members may review conversations to maintain quality and safety.
Restriction and withdrawal of consent
You may request that we restrict the use of your personal information in certain circumstances. Where we rely on your consent to process personal information, you may withdraw your consent, subject to legal or contractual restrictions.
Marketing communications
We may send marketing emails and other communications, including newsletters, promotions, course offers, events, and related information.
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by contacting us or by using the unsubscribe function in our communications.
Complaints
If you believe that we have breached applicable privacy laws, please contact us using the details below and provide full details of the alleged breach. We will investigate your complaint and respond to you in writing.
For any privacy-related questions, requests, or complaints, please contact:
Email: admin@asklili.ai
5. Storage and security
We are committed to ensuring that the personal information we collect is secure.
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. These steps may include technical, administrative, organisational, and physical safeguards.
However, we cannot guarantee the security of any information transmitted to or by us over the internet. Transmission and exchange of information is carried out at your own risk.
Although we take reasonable measures to safeguard information, we cannot guarantee that personal information we collect will not be disclosed in a manner inconsistent with this Privacy Policy.
Lili may store your conversation history, coaching reflections, preferences, and related account data to provide continuity, perform quality control, improve your experience, maintain safety, and operate the service. This may include a short summary of recurring themes from your conversations, used so Lili can provide continuity between sessions; you can reset this summary at any time in the app (Settings → Start fresh with Lili). You should avoid sharing information you do not want stored or processed by Lili.
Conversation history and related user data will be retained until account deletion, unless we are required or permitted to retain it for longer for legal, security, operational, or legitimate business reasons.
You can delete your chat history yourself at any time by deleting your account from within the app (Settings → Delete my account & data), or by contacting admin@asklili.ai.
6. Cookies, analytics, and tracking technologies
We may use cookies and similar technologies on our website (asklili.ai) from time to time.
Cookies are small text files placed in your browser to store preferences, support functionality, analyse usage, and improve the user experience.
We may use analytics tools on our website to understand how visitors interact with our website, including page views, sessions, acquisition sources, user flows, device information, and usage patterns.
We may also use pixels, web beacons, or similar technologies on our website to support analytics, marketing, advertising, and product improvement.
The analytics, advertising, or tracking tools we use on our website may include Google Analytics, Meta Pixel, and other similar technologies.
The Lili mobile app does not contain any analytics, advertising, or tracking software development kit (SDK), and does not track you across other companies' apps or websites. Any cookies, pixels, or analytics described in this section apply to our website only.
Where required by law, we will request your consent before using certain cookies or tracking technologies on our website.
7. AI-generated responses and user responsibility
Lili uses artificial intelligence to generate coaching-style responses. AI-generated responses may be incomplete, inaccurate, inappropriate, or not suitable for your personal circumstances.
Lili does not provide religious guidance, mental health guidance, therapy-like guidance, diagnosis, treatment, professional advice, or crisis support.
You are responsible for how you interpret and act on responses provided by Lili. You should not rely on Lili as a substitute for professional advice, diagnosis, treatment, therapy, religious guidance, legal advice, financial advice, or emergency assistance.
You use Lili at your own risk. To the maximum extent permitted by law, LILI AI PTY LTD is not liable for any actions, decisions, outcomes, losses, or damages arising from your use of, or reliance on, Lili or any response generated by Lili.
If you are experiencing a medical, mental health, or personal safety emergency, contact emergency services or a qualified professional immediately.
8. Children and minimum age
Lili is not intended for use by children under the age of 18.
You must be at least 18 years old to create an account and use Lili.
We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take reasonable steps to delete that information.
9. Links to other websites
Our website, app, or communications may contain links to other websites, platforms, or services.
We do not control those third-party websites or services and are not responsible for the protection or privacy of any personal information you provide while visiting them.
Those third-party websites and services are not governed by this Privacy Policy.
10. International privacy rights
Lili is intended to be available globally.
Depending on where you are located, you may have additional privacy rights under applicable laws. These may include the right to access, correct, delete, restrict, object to, or receive a copy of your personal information.
If Lili is offered to users in Australia, users may have rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
If Lili is offered to users in the European Union or United Kingdom, users may have additional rights under applicable privacy laws, including the right to access, correct, delete, restrict, object to processing, and request portability of their personal data.
If Lili is offered to users in California or other United States jurisdictions with applicable privacy laws, users may have additional rights under those laws.
11. Data retention
We retain personal information for as long as reasonably necessary to provide Lili, manage your account, comply with legal obligations, resolve disputes, enforce agreements, maintain security, conduct quality control, and improve our services.
The period for which we retain information may vary depending on the type of information, the purpose for which it was collected, legal requirements, and whether you maintain an active account.
Our general data retention period is until account deletion.
We may retain certain information for longer where required or permitted by law, including for legal, accounting, tax, fraud prevention, dispute resolution, security, or legitimate business purposes.
In particular, records of purchases, subscriptions, and transactions may be retained after account deletion where we are required to keep them for legal, accounting, tax, audit, fraud prevention, or dispute resolution purposes (for example, Australian tax law generally requires business transaction records to be kept for a number of years). These retained records are kept only for those purposes and are not used to contact you for marketing.
You can delete your account and all associated personal information yourself at any time from within the app (Settings → Delete my account & data), or by contacting us at admin@asklili.ai.
12. Human review of conversations
Lili conversations are generally processed by artificial intelligence systems to provide the service.
Authorised staff and service providers may review user conversations or related data for purposes such as customer support, safety, quality assurance, quality control, troubleshooting, abuse prevention, legal compliance, or improving the Lili experience.
Human review of conversations will be limited to circumstances where we consider it reasonably necessary for support, safety, quality assurance, quality control, troubleshooting, security, legal compliance, or operation of the service.
13. Personal development content
Lili may provide coaching-style reflections inspired by personal development and self-awareness principles.
Lili does not provide religious, medical, mental health, therapeutic, legal, financial, or professional advice.
Lili is not intended to provide religious guidance, mental health guidance, therapy-like guidance, counselling, diagnosis, treatment, or crisis support.
Any personal development content provided by Lili is for general reflection and self-inquiry only.
You may choose to share personal beliefs, reflections, or sensitive personal information with Lili. If you do so, this information may be considered sensitive information and will be handled in accordance with this Privacy Policy.
14. Emergency and crisis support
Lili is not an emergency service and does not provide crisis intervention.
Where automated safety systems detect language in a message that may indicate risk of self-harm, Lili's response may automatically include general crisis-support information, such as the Lifeline helpline number (13 11 14 in Australia) or a prompt to contact local emergency services. This is a fully automated, general safeguard only — it does not involve human review, live monitoring, contact with emergency services on your behalf, or any other individualised emergency response.
Other than this automated safeguard, Lili does not provide crisis resources, involve human review for crisis intervention, contact emergency services, or take any other emergency action on your behalf.
If you are in immediate danger, thinking about harming yourself or someone else, or experiencing a medical or mental health emergency, you should contact emergency services or a qualified crisis support provider immediately. Do not rely on Lili in a crisis.
You acknowledge that Lili is not designed or intended to identify, manage, monitor, or respond to emergencies or crisis situations beyond the automated safeguard described above.
15. Amendments
We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our website or within the Lili app.
We recommend you check our website regularly to ensure you are aware of our current Privacy Policy.
Where required by law, we may notify you of material changes.
16. Contact us
For any questions, requests, complaints, or notices, please contact:
Lili Privacy Contact
Email: admin@asklili.ai
Website: https://asklili.ai
Legal entity: LILI AI PTY LTD
ACN: 693 726 484
ABN: 25 693 726 484
Registered in: New South Wales, Australia
Registered office: TWELVE CHARTERED ACCOUNTANTS, Suite 2, 10-14 Boyle Street, Sutherland NSW 2232, Australia