Privacy Policy
1. About This Policy
Martine Massih (“we”, “us”, “our”) respects your privacy and is committed to handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, contact us, enquire about or purchase our services, subscribe to our communications, or otherwise interact with us.
By using our website or services, you agree to the collection and use of your information in accordance with this Privacy Policy. If you do not agree, please do not use our website or services.
2. What Personal Information We Collect
The types of personal information we collect depend on how you interact with us. They may include:
identity and contact details: name, email address, phone number, postal address, social media handle, business name;
payment and billing information: billing address, payment method details (processed securely by our third-party payment providers — we do not store full card numbers);
service-related information: information you provide when booking, completing intake forms, questionnaires, applications, assessments, exercises or homework, and information shared during coaching sessions, calls, messaging or email;
communications: enquiries, feedback, testimonials, social media interactions, and correspondence with us;
technical and usage information: IP address, device type, browser, operating system, referring URL, pages visited, time on site, and other analytics data collected through cookies and similar technologies;
marketing preferences: subscription status, opt-ins, opt-outs, and engagement with our communications.
Sensitive information. In the course of coaching, you may voluntarily share information that is considered sensitive (for example, information about your health, wellbeing, relationships, financial circumstances, or beliefs). We only collect sensitive information where it is reasonably necessary for, or directly related to, the services you have requested, and where you have consented. You can choose what you share.
3. How We Collect Personal Information
We collect personal information:
directly from you — when you fill in forms on our website, send us an email, book a session, purchase a service, attend a session, subscribe to our newsletter, follow us on social media, or otherwise contact us;
automatically — through cookies, analytics tools and similar technologies when you visit our website;
from third parties — such as payment processors, scheduling and booking platforms, email marketing platforms, social media platforms, lead-generation tools, or referrals from other clients (where lawful).
Where it is reasonable and practical, we collect personal information directly from you.
4. Why We Collect and Use Your Personal Information
We collect and use your personal information for purposes including:
providing, delivering and improving our coaching services;
managing bookings, scheduling, intake, session preparation, and follow-up;
processing payments, refunds and managing instalment plans;
communicating with you about your bookings, sessions, programs and enquiries;
sending newsletters, updates, content and marketing communications about our services (where you have opted in or where otherwise permitted by law) — you can opt out at any time;
personalising your experience with our services and content;
conducting market research, analytics, and improving our website and offerings;
administering and improving our website, security, and business operations;
complying with our legal, regulatory, tax, insurance and professional obligations;
preventing, detecting or investigating fraud, misuse, or unauthorised activity;
enforcing our Coaching Agreement, terms and policies, and recovering any amounts owed.
5. Disclosure of Personal Information
We do not sell your personal information.
We may disclose your personal information to:
service providers and contractors who help us run our business (for example, scheduling platforms, video conferencing tools, payment processors, email marketing platforms, CRM and customer support tools, cloud storage and hosting providers, website analytics providers, accountants and bookkeepers);
professional advisers (including lawyers, accountants, insurers and auditors) where reasonably necessary;
government agencies, regulators, law enforcement, or other parties where required or authorised by law, court order, subpoena, or other legal process;
emergency services or appropriate persons where we reasonably believe there is a serious and imminent risk of harm to you or another person;
a purchaser, successor or related entity in the event of a business sale, merger, restructure or transfer of assets;
any other party with your consent.
We require our service providers to handle your personal information consistently with this Privacy Policy and applicable privacy laws.
6. Overseas Disclosure
Some of our service providers — for example, cloud storage, video conferencing, email, payment processing, scheduling, and analytics platforms — store or process data outside Australia, including in the United States, the European Union, the United Kingdom and other jurisdictions.
Where we disclose your personal information overseas, we take reasonable steps to ensure the recipient handles your information in accordance with the Australian Privacy Principles, or that an alternative basis for disclosure under the Privacy Act applies. By providing your personal information, you consent to this overseas disclosure.
7. Storage and Security
We store personal information in electronic form on cloud-based platforms operated by reputable service providers, and (where relevant) in physical form.
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including through access controls, secure passwords, encryption in transit, reputable service providers, and limiting access to personnel who need it.
However, no system is perfectly secure. We cannot guarantee absolute security of information transmitted to or stored by us, and you provide information at your own risk. You are also responsible for keeping your own account credentials secure.
8. Cookies and Website Analytics
Our website uses cookies and similar technologies to operate, improve performance, remember your preferences, measure traffic, and understand how visitors interact with our site. We may use analytics tools such as Google Analytics, Meta Pixel, or similar.
You can disable cookies through your browser settings. Disabling cookies may affect the functionality of our website.
9. Direct Marketing
Where you have provided your email address, we may use your personal information to send you information about our services, content, programs, offers and updates.
You can opt out of marketing communications at any time by clicking the unsubscribe link in any marketing email, or by contacting us at the details below. We will continue to send you communications necessary for our service relationship with you (for example, booking confirmations and payment receipts).
10. Access, Correction and Complaints
Access and correction. You may request access to the personal information we hold about you and request correction if it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us using the details below. We may need to verify your identity before responding and may charge a reasonable cost-recovery fee for fulfilling certain requests.
Complaints. If you believe we have breached the Australian Privacy Principles or mishandled your personal information, please contact us in writing and we will respond as soon as reasonably practicable. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.
11. Data Retention
We keep personal information only for as long as we reasonably need it for the purposes described in this Policy, or for as long as we are required to keep it by law (for example, tax, insurance, professional or regulatory obligations). When personal information is no longer required, we take reasonable steps to delete or de-identify it.
12. Children
Our services and website are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child without appropriate consent, please contact us so we can take appropriate action.
13. Third-Party Websites
Our website may contain links to third-party websites, platforms or content. We are not responsible for the privacy practices or content of those third parties. We encourage you to review their privacy policies before providing any personal information.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. The current version will always be available on our website with the “Last updated” date noted at the top. Continued use of our website or services after a change indicates your acceptance of the updated Policy.
15. Contact Us
If you have any questions, requests, concerns or complaints about your personal information or this Privacy Policy, please contact us: