ReachOut Terms and Conditions

By ReachOut Content Team
Updated 04 February 2026

At ReachOut we offer self-help and peer support services to help young people get through anything from everyday issues to tough times. That includes our content, Apps, and tools (ReachOut Services).

We don’t offer counselling services. Comments or information provided by ReachOut staff or volunteers is not intended as professional medical advice, diagnosis or treatment. If you need urgent help or you want to talk to someone immediately, please head to our emergency contacts page. Otherwise, check out our full terms and conditions below.

1. Introduction

ReachOut Australia (ReachOut, we, us or our) operates the following sites and applications:

(together referred to as the ReachOut Sites).

2. Conditions of use

By using the ReachOut Services (including installing and accessing the Apps and accessing, browsing, posting on and downloading any materials from the ReachOut Sites, whether as a registered user or not) you agree to be bound by these terms and conditions (Terms) and ReachOut's Privacy Policy, as updated from time to time.

If you do not wish to be bound by these Terms, you are advised to stop using the ReachOut Services and ReachOut Sites and, if applicable, uninstall the Apps from your devices.

If there is any inconsistency between these Terms and any other terms and conditions or guidelines on the ReachOut Services, these Terms prevail to the extent of the inconsistency.

3. Eligibility

The ReachOut Services and the ReachOut Sites and Apps are provided for use by residents of Australia only.

ReachOut’s PeerChat online service is only available to young adults between the ages of 16 and 25. For all other ReachOut Services, there is no minimum age requirement. However, if you are under 18 years of age, we recommend seeking the consent of your parent or carer before accessing the ReachOut Sites and using the ReachOut Services.

We do not charge you any fees for using the ReachOut Services.

4. Scope

ReachOut is not a licensed health care provider. ReachOut does not provide counselling services and cannot provide immediate or crisis support. ReachOut Services are for information, guidance and support and are not intended to be used as a substitute for professional medical advice or care or to diagnose, treat or cure any illness or condition.

You should not delay seeking medical advice or disregard medical advice because of something you have read on a ReachOut Site or been told as part of our ReachOut Services. Whilst we take reasonable precautions to ensure the ReachOut Services are safe, to the maximum extent permitted by law, you will be responsible for your own use of the ReachOut Services and any consequences resulting from any failure to seek professional medical advice when needed.

5. Privacy and Personal Information

Before accessing the ReachOut Sites and using the ReachOut Services, please read our Privacy Policy regarding our collection, retention and use of personal information. The current version of our Privacy Policy, as updated from time to time, is available on our Website (Privacy Policy).

By continuing to use the ReachOut Services, you are deemed to have read and understood the Privacy Policy and to have consented to the collection, use and retention of your personal information in accordance with the Privacy Policy.

6. User account and password security

To access the One-On-One Support service for parents and carers of young people, you must sign up and create an account. When signing up and creating an account, you will need to provide personal information, including your contact details and will be required to choose a password. We encourage you to use a complex password (for example, one that includes a combination of words, numbers and symbols).

You are responsible for maintaining the confidentiality of your login details. You must take all reasonable precautions to keep your account secure, including not disclosing your display name or password to any person. You must immediately contact us if you become aware that another person has used your display name or password.

7. Using ReachOut – General

When using all ReachOut Services:

You must not submit, post or upload to the ReachOut Sites, or otherwise share as part of receiving the ReachOut Services, any content (including but not limited to words, images, graphics, video, audio) which:

a) is inappropriate, offensive or contrary to any applicable laws or standards, including, without limitation, material which:

  1. obscene or indecent, including the use of expletives; 

  2. depicts violence, sexual activity or pornography;

  3. contains instructions for drug use;

  4. instructs or encourages criminal activity; or

  5. defames, harasses, threatens, abuses, offends or embarrasses any person;

b) constitutes a breach of confidentiality;

c) contains your personally identifiable information or the personally identifiable information of any other person;

d) infringes the intellectual property rights of any person, including copyright and moral rights, for example, by reproducing a substantial part of songs, poems, articles, logos, trademarks, pictures, photos, music or other material that is not owned by you (or which you do not have a licence to reproduce on the ReachOut Sites);

e) breaches any laws, regulations, standards or codes as enacted, modified or updated from time to time, including but not limited to discrimination and privacy laws;

f) makes a false or misleading representation, including but not limited to impersonating any person or suggesting a connection to a group or organisation which is misleading;

g) encourages, endorses, approves or recommends the performance of dangerous or illegal acts including the use of force or violence towards any person or suicide or self harm; or

h) threatens the integrity or security of the ReachOut Sites, including but not limited to distributing or introducing any virus or other malware.

8. Using ReachOut – PeerChat

When using the PeerChat online service

We have the right to:

  • record and securely store the transcripts and case notes of text and online interactions with peer workers in accordance with the Privacy Policy;

  • request your email address or phone number and take steps to confirm the validity of the email address or phone number provided before commencing a PeerChat session; and

  • access, monitor, and review the content or material that you submit as part of the PeerChat service.

You have the right to:

  • access PeerChat on an anonymous basis. Whilst you do not have to provide your name or home address, we do require you to provide us with your phone number or email address to be able to fulfil our legal obligations;

  • agree or decline to participate in any research and evaluation of the PeerChat service;

  • access information held on your file, in accordance with the Privacy Policy; and

  • have any formal complaint you make in accordance with clause 17 be acknowledged, investigated and dealt with fairly without this affecting your access to ReachOut Services in the future.

9. Using ReachOut – Ask ReachOut (askRO)

When using the Ask ReachOut hybrid AI chatbot service:

We have the right to:

  • record and securely store transcripts of your interactions to safeguard your wellbeing and improve the service, in accordance with the Privacy Policy;

  • access, monitor, and review the content or material that you submit to ensure it aligns with our safety rules;

  • limit, suspend, or terminate a chat session if safety risks are identified or if the content breaches these Terms.

You acknowledge that:

  • Ask ReachOut is an automated support tool that uses a hybrid AI system and pre-defined safety rules; it is not a human counsellor or crisis service;

  • while Ask ReachOut aims to guide you to actionable next steps and helpful content, the responses are generated by technology and may not always be accurate or applicable to your specific situation;

  • information provided by Ask ReachOut is for guidance and support only and is not a substitute for professional medical advice, diagnosis, or treatment.

You have the right to:

  • access Ask ReachOut on an anonymous basis;

  • access information held on your file (if applicable), in accordance with the Privacy Policy; and

  • have any formal complaint you make in accordance with clause 17 be acknowledged, investigated, and dealt with fairly without this affecting your access to ReachOut Services in the future.

10. Using ReachOut - One-On-One Support for parents and carers of young people

When using ReachOut One-On-One Support for parents and carers of young people:

We have the right to:

  • record and securely store information required to provide the ReachOut One-On-One Support service to you, including but not limited to your parenting concerns, details of your relationship with your child and details of the issues affecting your child; and

  • access, monitor and review content or material which you submit as part of the ReachOut One-On-One Support service.

You have the right to:

  • agree or decline to participate in any research and evaluation of the ReachOut One-On-One Support service;

  • agree or decline to allow your video calls with ReachOut to be recorded;

  • access information held on your file, in accordance with the Privacy Policy; and

  • have any formal complaint you make in accordance with clause 17, be acknowledged, investigated and dealt with fairly without this affecting your access to ReachOut Services in the future.

You have a responsibility to:

  • ensure the accuracy of the information provided to your coach. If the information is not accurate or additional relevant information is not provided, this may impact our ability to provide the ReachOut One-On-One Support service to you; and

  • ensure the contact details recorded for you are correct and up-to-date at all times.

11. Suspension and termination

We may terminate your user account and/or suspend your access to the authenticated or other sections of the ReachOut Services and the ReachOut Sites without prior notice at any time if we suspect or identify a breach of these Terms. We will advise you in advance of doing so, to the extent it is reasonably practicable for us to do so.

You may terminate your user account at any time by written notice to privacy@reachout.com.

Upon your account being terminated or deleted, we will only hold your personal details in accordance with the terms of our Privacy Policy. Your information (and any records that we may hold in relation to your interactions with the ReachOut Services) may need to be retained for compliance with privacy or other laws that we are required to comply with.

12. Social Media

We have a number of social media accounts, including but not limited to:

(Collectively, our Pages).

All Content on our Pages and your use of and access to our Pages is subject to the terms of use issued by the relevant social media provider, as well as any applicable terms set out in these Terms.

13. ReachOut Intellectual Property

As part of the ReachOut Services, we publish various self-help, peer support and other informative materials on the ReachOut Sites (Materials).

ReachOut or its affiliates own or are the licensees of all intellectual property rights in the Materials and the ReachOut Services, the ReachOut Site and the Pages, including but not limited to copyright, trade secrets, trade marks, patents and other intellectual property rights (whether registered or not). These works are protected by copyright and other laws.

ReachOut grants you a non-exclusive, non-transferable, limited and revocable licence (without a right to sub-licence) to access, download, use, reproduce and distribute the Materials, the ReachOut Services, the ReachOut Sites and the Pages for personal and educational purposes only, and in accordance with these Terms.

You must not, when using and accessing the ReachOut Services, modify, adapt or attempt to sell or otherwise distribute the Materials or the ReachOut Services, Sites or Pages for a commercial purpose (such as charging third parties for access to the Materials or the ReachOut Services) without the prior consent of ReachOut.

14. Third Party Sites

ReachOut Sites may contain links to third-party websites and services that are not under ReachOut’s control.  Any links to third-party sites or applications are provided for your convenience only. We do not recommend or endorse the contents of any third-party sites. If you access a third-party website or application through the ReachOut Sites or Pages, you do so at your own risk.

The third-party sites or applications will have different privacy policies and terms and conditions than these Terms. Your use of third party sites is governed by the respective third-party site’s privacy policy and terms and conditions. You acknowledge and agree that, to the maximum extent permitted by law, ReachOut does not make any express or implied warranties with regard to and is not responsible or liable for your use of the information and materials on any third-party website or application and the underlying policies regarding privacy and use of those websites or applications.

15. Limitation of Liability

You are solely responsible for any content or material that you post or upload on the ReachOut Sites or Pages, or which is posted by another person using your user account.

To the maximum extent permitted by applicable law, ReachOut and its affiliates exclude all liability to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, in respect of any loss or damage you suffer arising from or in connection with any activity on, your use or access to or your reliance on the ReachOut Services, unless such loss or damage is directly caused by our negligence. Without limitation, this includes indirect, consequential, exemplary, incidental or special damages that result from or relate in any manner to these Terms.

Where our liability to you cannot be excluded, our liability to you is limited to correcting any mistake or error and, where necessary and applicable, re-performing our obligations or re-supplying our ReachOut Services correctly.

16. Warranty

To the maximum extent permitted by applicable law, the ReachOut Services and all ReachOut Sites are provided by ReachOut “as is” and “as available”. ReachOut makes no warranties of any kind either express or implied, including but not limited to warranties of currency, accuracy, completeness, suitability, functionality, reliability, fitness for a particular purpose or non-infringement in relation to the ReachOut Services, Sites and Materials.

ReachOut does not warrant that the ReachOut Sites are compatible with your hardware or software. You acknowledge that ReachOut has no obligation to furnish you with maintenance and support services with respect to the ReachOut Sites and the ReachOut Services.

ReachOut does not warrant that the access to the ReachOut Services and the ReachOut Sites will be uninterrupted and the Apps will be free from errors, glitches, bugs and viruses. We reserve the right to make the ReachOut Sites unavailable at any time in order to carry out updates and maintenance. Following an update, you may need to redownload and reinstall the Apps.

You represent and warrant that your use of the ReachOut Services and your access to the ReachOut Sites is not illegal or prohibited by your local laws. You acknowledge that solely to the extent that these Terms apply to the Apps, Apple, Apple’s subsidiaries and Microsoft as the case may be (Third Party Beneficiaries) are beneficiaries of these Terms, and upon your acceptance of these Terms, the Third Party Beneficiaries will have the right (and will be deemed to have accepted the right) to enforce these Terms against you with respect to the Apps as a third party beneficiary.

17. Indemnity and Release

You indemnify us and our affiliates against and in respect of any loss, expense, damage, claim or demand, including legal fees and costs, suffered or incurred as a result of your breach of these Terms, or your infringement of any law or the rights of a third party in the course of using the ReachOut Services, including your use of the Apps.

If you have a dispute with one or more ReachOut users, you release and indemnify us and our affiliates against and in respect of any loss, expense, claim, demand and damage (actual and consequential) of every kind and nature, known and unknown, arising out of or in any way connected with such disputes except to the extent that any such loss, expense, claim, demand or damages were caused by ReachOut.

18. Support

If you have any questions relating to the Terms, please contact us at info@reachout.com.

19. Complaints

Please contact us directly via complaints@reachout.com if you have any complaints about the ReachOut Sites and/or the ReachOut Services.

You agree to raise any complaint or dispute in relation to the ReachOut Sites and/or the ReachOut Services with us directly, and provide us with a reasonable opportunity to consider, respond to and resolve your complaint or dispute before you initiate any legal proceedings (other than legal proceedings for urgent relief).

20. Notices

Legal notices must be served at the following address for notices served on ReachOut:

Legal Department, ReachOut Australia, Suite 11.02, 323 Castlereagh Street Sydney NSW 2000 AUSTRALIA

In the case of legal notices to be served on you, if you have signed up to be a user, all notices will be sent to the email address recorded for you.

21. Notifications

We may send you information or notices related to the Apps by notification (including a push notification) or message sent to you or your device through the Apps (if permitted to do so).

22. Applicable Law

These Terms, your use of the ReachOut Services and any disputes between you and ReachOut will be governed by and construed in accordance with the laws of the State of New South Wales, Australia.

23. Variation of the Terms

We may vary any of these Terms at any time by publishing revised terms on our Website. The revised Terms will be effective immediately upon our posting of the revised Terms on our Website or at the end of any notice period that is provided on the Website (if applicable).  You will be deemed to have accepted and agreed to the revised Terms if you continue to use the ReachOut Sites and the ReachOut Services after the revised Terms have been published on the Website. If you do not agree with any revisions to the Terms, you may cease using the ReachOut Services and, if applicable, uninstall the Apps from your devices.

24. Severability

If any provision of these Terms is held to be invalid or unenforceable, the provision will be read down only to the extent necessary to make it enforceable. If the provision is unable to be read down, the provision is severed from the remainder of the Terms without affecting the validity or enforceability of the remaining provisions, which will remain in full force and effect.

25. Assignment

At our sole discretion at any time, we may assign or otherwise transfer or deal with any of our rights and obligations under these Terms to another entity without your prior consent. Any assignee will be subject to these Terms as if all references to ReachOut or us were to the assignee. If you consider that the assignment is detrimental to you, you may cease using the ReachOut Services and, if applicable, uninstall the Apps from your devices.

26. Waiver

Our failure to enforce or assert any right under these Terms does not constitute a waiver of that right.

27. Entire Agreement

These Terms contain the entire understanding and agreement between you and ReachOut about your access to the ReachOut Services. The following sections survive any termination of the Terms:  Indemnity and Release (clause 15) and Limitation of Liability (clause 13).

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