Policies
Privacy Policy
Last updated: 6 November 2026
1. Introduction
At Blue Haven Separation, we understand that seeking support during or after separation can involve sharing personal and sensitive information.
We respect your privacy and are committed to handling your personal information with care, transparency and respect.
This Privacy Policy explains how Blue Haven Separation collects, uses, stores, protects and discloses personal information when you visit our website, contact us, book an appointment, purchase a product or engage with our services.
By using our website or engaging with our services, you acknowledge that you have read this Privacy Policy.
If you have any questions about how we handle your personal information, please contact us at hello@bluehavenseparation.com.au.
2. Who We Are
Blue Haven Separation is a separation support and educational service founded by Jade Hopper.
For the purposes of this Privacy Policy, references to “Blue Haven”, “we”, “us” and “our” mean the business operating under the name Blue Haven Separation.
Our contact details are:
Business name: Blue Haven Separation
ABN: 23797461679
Email: hello@bluehavenseparation.com.au
Website: www.bluehavenseparation.com.au
3. What Personal Information We Collect
The type of personal information we collect depends on how you interact with Blue Haven and the services you use.
This may include:
Personal and contact information
Your name.
Email address.
Telephone number.
General location or address, where relevant.
Other contact information you choose to provide.
Booking and appointment information
Appointment dates and times.
The services you book.
Your preferred appointment method.
Booking history.
Information provided through appointment intake forms.
Communications relating to your appointments.
Separation-related information
When you engage with our services, you may choose to provide information about your separation and personal circumstances. This may include:
Parenting arrangements and information about your children.
Financial circumstances, assets, liabilities and income.
Information about your former partner.
Details of negotiations, mediation or disputes.
Correspondence and documents relating to your separation.
Information about existing agreements or court orders.
Information about family violence, safety concerns or other sensitive circumstances.
We only seek information that is reasonably necessary for the service you have requested or that you choose to provide to us.
Please avoid providing information about other people, including children, that is not relevant to the service you are seeking.
Payment and transaction information
When you make a purchase or book an appointment, payment information may be collected and processed through our nominated third-party payment provider.
We may receive information such as:
Payment confirmation.
Transaction amount and date.
Payment status.
Partial payment card details or transaction identifiers, where made available by the payment provider.
Invoice and receipt information.
We do not intend to collect or store full payment card details ourselves. These are handled by our payment provider in accordance with its own privacy and security arrangements.
Website and technical information
When you visit our website, certain technical information may be collected automatically. This may include:
Your IP address.
Browser type and device information.
Website pages visited.
Date and time of visits.
Referring websites.
Website usage and interaction information.
Cookie and analytics information.
The information collected will depend on the website functionality, cookies and tracking technologies in use.
4. Sensitive Information
Because Blue Haven provides separation support, you may choose to share information that is particularly personal or sensitive.
This may include information about:
Family violence or safety concerns.
Health or wellbeing.
Financial hardship.
Parenting and family circumstances.
Criminal allegations or proceedings.
Other sensitive personal circumstances.
We ask that you only provide information that is relevant to the support you are seeking.
Where the collection of sensitive information is subject to additional legal requirements, we will handle that information in accordance with those requirements.
You are not required to provide every detail of your circumstances to make an initial enquiry. However, some information may be necessary for us to determine whether we can provide the service you have requested.
5. How We Collect Personal Information
We may collect personal information in several ways, including:
Directly from you when you complete a website enquiry or booking form.
When you book an appointment or purchase a product.
During telephone or Microsoft Teams appointments.
When you email or otherwise communicate with us.
When you provide documents or correspondence for a session or preparation service.
Through payment and booking systems.
Automatically through website cookies, analytics and other technologies.
From another person or organisation where you have authorised them to provide information to us or where collection is otherwise permitted by law.
Where practical, we collect personal information directly from you.
6. Why We Collect and Use Your Information
We collect, hold, use and disclose personal information for purposes connected with operating Blue Haven and providing our services.
These purposes may include:
Responding to enquiries.
Arranging and managing appointments.
Providing the sessions and services you have purchased.
Reviewing information and documents you choose to provide.
Preparing correspondence or other materials within the scope of a purchased service.
Processing payments and issuing invoices or receipts.
Sending booking confirmations, reminders and follow-up communications.
Providing access to purchased resources and digital products.
Managing memberships and subscriptions, where available.
Responding to feedback, complaints and requests.
Maintaining business records.
Improving our website and services.
Meeting legal, regulatory, accounting and business obligations.
Protecting the safety, security and proper operation of our business.
We will not use your personal information for an unrelated purpose unless you have consented or the use is otherwise permitted or required by law.
7. How We Store and Protect Your Information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Depending on the information and the systems used, this may involve:
Access restrictions and account permissions.
Password-protected systems.
Secure electronic storage arrangements.
Appropriate safeguards when sharing documents.
Limiting access to information to people who need it for business purposes.
Using third-party providers with appropriate security arrangements.
Our actual storage and security arrangements depend on the systems and providers used by Blue Haven.
You should be aware that no method of electronic transmission or storage is completely secure. We cannot guarantee the absolute security of information transmitted over the internet or by email.
8. Third-Party Service Providers
We may use third-party service providers to help operate Blue Haven and deliver our services.
Depending on the systems we use, these providers may include:
Website hosting and website management providers.
Online appointment booking providers.
Payment processing providers.
Email and communication providers.
Microsoft Teams or other video conferencing providers.
Cloud storage and document management providers.
Website analytics and marketing providers.
Membership and digital product platforms.
These providers may process or store personal information on our behalf as part of the services they provide.
We encourage you to review the privacy policies of relevant third-party providers where their systems are used to process your information.
9. Overseas Disclosure and Storage
Some third-party service providers may store or process personal information outside Australia.
Where this occurs, your information may be subject to the laws of the country in which the information is stored or processed.
The countries in which information may be stored or processed depend on the providers and services we use.
Where applicable, we will take reasonable steps to ensure that overseas disclosures are handled in accordance with our privacy obligations.
10. When We May Disclose Personal Information
We do not sell your personal information.
We may disclose personal information:
To third-party providers who assist us in delivering our services.
To payment providers when processing transactions.
To technology providers where necessary to operate our website and systems.
Where you have authorised us to disclose information.
Where disclosure is necessary to provide a service you have requested.
Where disclosure is required or authorised by law.
Where necessary to respond to an emergency or serious threat to a person's life, health or safety, where permitted by law.
We will not contact your former partner, their lawyer, a mediator or another person involved in your separation on your behalf merely because you have provided their details to us.
11. Email and Electronic Communications
When you communicate with us by email or through our website, your information may be transmitted and stored through third-party communication systems.
Please take care when sending documents or sensitive information by email.
We recommend that you only send documents that are relevant to the service you are seeking.
Blue Haven is not a law firm. Communications with Blue Haven are not protected by legal professional privilege merely because you share information with us.
12. Cookies and Website Analytics
Our website may use cookies and similar technologies to improve website functionality, understand how visitors use the website and assist with website performance and marketing.
Cookies are small files stored on your device when you visit a website.
Depending on the technologies enabled on our website, information collected may include:
Pages visited.
Time spent on the website.
Device and browser information.
Website navigation and interactions.
Referral sources.
You may be able to manage or disable cookies through your browser settings. However, disabling certain cookies may affect website functionality.
Where applicable, further information about the cookies and tracking technologies used by our website will be made available through our cookie notice or consent settings.
13. Marketing Communications
We may send you administrative communications relating to appointments, purchases, payments and services you have requested.
Where you have provided consent, we may also send you information about Blue Haven services, new resources, events, offers and other updates that may be relevant to you.
You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the email or by contacting us at hello@bluehavenseparation.com.au.
Unsubscribing from marketing communications will not prevent us from sending essential communications about your bookings, purchases or services.
14. Accessing and Correcting Your Information
You may request access to personal information we hold about you.
You may also ask us to correct information that you believe is inaccurate, incomplete, out of date or misleading.
To make a request, contact:
Email: hello@bluehavenseparation.com.au
We may need to verify your identity before responding to an access or correction request.
We will respond within a reasonable period and in accordance with any applicable legal requirements.
There may be circumstances in which we are permitted or required by law to refuse access or correction. If this occurs, we will explain the reason where legally permitted.
15. How Long We Keep Your Information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing our services, maintaining business records, resolving disputes and meeting legal obligations.
The retention period will depend on the type of information, the purpose for which it was collected and any applicable legal requirements.
When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it, where lawful and practicable.
Our retention arrangements are subject to any applicable legal, accounting and regulatory requirements.
16. Privacy Complaints
If you have a concern about how we have collected, used, stored or disclosed your personal information, we encourage you to contact us.
Please email hello@bluehavenseparation.com.au with the subject line Privacy Complaint.
Please include:
Your name and contact details.
A description of your concern.
Any relevant dates or communications.
The outcome you would like us to consider.
We will acknowledge your complaint and take reasonable steps to investigate and respond.
If you are dissatisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC), depending on whether the Privacy Act applies to Blue Haven and the circumstances of your complaint.
OAIC website: www.oaic.gov.au
17. Privacy Breaches
If we become aware of an actual or suspected data breach involving personal information, we will assess the circumstances and take appropriate steps to contain and investigate the incident.
Where required by applicable law, we will notify affected individuals and relevant authorities in accordance with the applicable data breach notification requirements.
18. Children and Personal Information
Our services are primarily intended for adults navigating separation.
We recognise that information about children may be included in documents or discussions relating to parenting arrangements.
We ask that you only provide personal information about children where it is relevant and necessary for the service you are seeking.
We do not knowingly collect personal information directly from children through our website for marketing or general service purposes.
19. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology, information-handling practices or legal obligations.
The latest version will be published on our website with the updated date.
We encourage you to review this policy periodically.
Cancellation and Refund Policy
Last updated: 6 November 2026
1. Introduction
At Blue Haven Separation, we understand that circumstances can change and that you may occasionally need to cancel or reschedule an appointment or request a refund for a purchase.
This policy explains the arrangements that apply when you book an appointment, purchase a service or purchase a digital product through Blue Haven.
By making a booking or purchase, you acknowledge that you have read and understood this policy.
If you have any questions, please contact us at hello@bluehavenseparation.com.au.
2. Appointment Payments
Payment for appointments is collected using the payment method nominated at the time of booking.
For appointments booked in advance, your nominated payment card will be charged 24 hours before your scheduled appointment time.
By confirming your booking, you authorise Blue Haven or its payment provider to process the appointment fee at that time.
Where an appointment is booked less than 24 hours before its scheduled start time, payment may be required at the time of booking.
Your appointment is confirmed once the booking has been successfully completed and the required payment arrangements have been accepted.
An invoice or payment receipt will be provided following payment.
3. Appointment Cancellations
If you need to cancel an appointment, please contact us as soon as possible at hello@bluehavenseparation.com.au.
The following arrangements apply:
Cancellation more than 24 hours before your appointment
If you cancel at least 24 hours before your scheduled appointment time, you may request either:
A refund of the appointment fee paid; or
A transfer of the payment towards another appointment.
Any refund will be processed to the original payment method, subject to any applicable legal requirements.
Cancellation within 24 hours of your appointment
If you cancel less than 24 hours before your scheduled appointment time, the appointment fee will generally remain payable and will not be refunded.
This is because appointment time is reserved specifically for you and may not be available to offer to another person at short notice.
Cancellation after payment has been processed
As appointment payments are processed 24 hours before the scheduled appointment, cancellations received after payment has been processed will generally be treated as late cancellations and the appointment fee will not be refunded.
This does not affect any rights or remedies you may have under the Australian Consumer Law.
4. Rescheduling Appointments
We understand that you may occasionally need to change your appointment time.
If you would like to reschedule, please contact us at hello@bluehavenseparation.com.au.
Where a rescheduling request is received at least 24 hours before the scheduled appointment, we will endeavour to transfer your booking to another available appointment time without an additional appointment fee.
Rescheduling is subject to availability.
Requests received less than 24 hours before the appointment may be treated as late cancellations, and the original appointment fee may remain payable.
Once a new appointment time has been confirmed, the updated appointment details will be sent to you.
5. Missed Appointments and Late Attendance
If you do not attend your scheduled appointment or are unavailable when we attempt to contact you, the appointment will be treated as a missed appointment.
The appointment fee will generally not be refunded or transferred to another appointment.
For telephone appointments, please ensure that the telephone number provided during booking is correct and that you are available to receive the call at the scheduled time.
For Microsoft Teams appointments, please ensure that you have access to the meeting link and a suitable internet connection.
If you arrive late or are unavailable at the scheduled time, we may not be able to extend the appointment beyond its original finishing time.
If you experience an unexpected issue that prevents you from attending, please contact us as soon as possible. We will consider the circumstances on a case-by-case basis.
6. Cancellations or Changes by Blue Haven
On occasion, circumstances may require us to cancel or reschedule an appointment.
If Blue Haven needs to cancel your appointment, we will contact you as soon as reasonably practicable.
You will be offered the option to:
Reschedule your appointment to another available time; or
Receive a refund of the appointment fee paid.
If we need to make a material change to a service you have purchased, we will explain the change and discuss the available options with you.
Where a service cannot be provided, any applicable refund or other remedy will be dealt with in accordance with your rights under the Australian Consumer Law.
7. Introduction Sessions
Introduction Sessions are complimentary 15-minute telephone calls.
If you need to cancel or reschedule an Introduction Session, please contact us as soon as possible so that the appointment time can be made available to someone else.
There is no appointment fee to refund for a complimentary Introduction Session.
If you do not attend your scheduled Introduction Session, we may not be able to offer another appointment immediately and any further booking will be subject to availability.
8. Refunds for Digital Products and Downloadable Resources
Blue Haven may offer downloadable resources, templates, document kits and other digital products.
Due to the nature of digital products, refunds are generally not provided simply because you:
Change your mind after purchasing.
Decide that you no longer need the resource.
Purchase a resource that you later decide is not suitable for your circumstances.
Do not use or download the resource after purchasing.
However, this does not affect your rights under the Australian Consumer Law.
If a digital product is faulty, inaccessible, materially different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
If you experience difficulty accessing a purchased resource, please contact us at hello@bluehavenseparation.com.au so we can investigate and assist.
9. Letter and Document Preparation Services
Where you purchase a letter or document preparation service, work will be undertaken based on the instructions and information you provide.
If you request cancellation before work has commenced, please contact us as soon as possible.
Where work has already commenced, any refund request will be considered having regard to:
The work already completed.
The time and resources committed.
The nature of the service purchased.
Any work that remains outstanding.
Your rights under the Australian Consumer Law.
If a service has not been provided as agreed or does not meet an applicable consumer guarantee, you may be entitled to a remedy.
We will discuss any applicable refund or adjustment with you before finalising the matter.
10. Memberships and Subscriptions
Where Blue Haven offers membership or subscription services, the applicable membership terms will be displayed at the time of purchase.
These terms will explain:
The membership fee.
The billing frequency.
Whether payments renew automatically.
How to cancel a membership.
When access to membership resources will end.
Whether any unused membership period is refundable.
Unless otherwise specified, cancelling a membership will prevent future renewal charges but will not automatically entitle you to a refund for a current paid membership period.
This does not affect any rights you may have under the Australian Consumer Law.
11. How to Request a Cancellation or Refund
To cancel an appointment, request a rescheduling or enquire about a refund, please contact us using the details below.
Email: hello@bluehavenseparation.com.au
Please include:
Your full name.
Your appointment or purchase details.
The date of your booking or purchase.
A brief explanation of your request.
We will review your request and respond as soon as reasonably practicable.
Where a refund is approved, it will generally be processed to the original payment method.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
12. Australian Consumer Law
Nothing in this Cancellation and Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.
Our services and products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Where a service or product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or other remedy depending on the circumstances and the nature of the issue.
Our cancellation and refund arrangements operate alongside, and do not replace, your statutory consumer rights.
13. Changes to This Policy
We may update this Cancellation and Refund Policy from time to time to reflect changes to our services, business operations or legal obligations.
The latest version will be published on our website with the updated date.
We encourage you to review this policy before making a booking or purchase.