Privacy Policy – Health Haven Natural Medicine Clinic
1. Our Commitment to Privacy
Health Haven Natural Medicine Clinic (ABN 33 184 230 693) is committed to protecting your privacy and handling your personal and health information with care, respect and confidentiality.
This Privacy Policy explains how we collect, use, store and disclose your information, and how you can access or correct it. It applies to all services provided by Health Haven, including in-person consultations, telehealth, the Reset Room, and intuitive and energetic services.
This policy is consistent with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).
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2. What Information We Collect
We collect personal and health information necessary to provide our services. This may include:
**Personal information:**
– Name, date of birth, gender/identity
– Contact details including address, phone number and email address
– Emergency contact details
– Private health fund details
**Health information (sensitive information):**
– Medical history, current symptoms and health concerns
– Medications, supplements and treatments
– Pathology results, diagnostic assessments and test results
– Information about lifestyle, diet, stress and mental wellbeing
– Notes and records from consultations
– Clinical observations including live blood analysis, iridology findings and functional test results
**Payment information:**
– Payment method details (processed securely through our payment provider)
– Private health fund claim records
**Website and communication information:**
– Email enquiries and correspondence
– Information submitted via website forms or online booking platforms
– Website usage data (see Section 9 — Website and Cookies)
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3. How We Collect Your Information
We collect your information in the following ways:
– Directly from you via intake forms, consultation, phone, email or the website
– Through our online booking and practice management system (Practice Better)
– From other healthcare providers, with your consent, where relevant to your care
– Through third-party pathology and diagnostic providers engaged for testing
You are not required to provide all information requested, however incomplete information may affect our ability to provide appropriate care.
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4. Why We Collect Your Information
Your personal and health information is collected and used to:
– Provide naturopathic consultations, assessments and treatment plans
– Communicate with you regarding your care, appointments and health information
– Process payments and private health fund claims
– Maintain accurate clinical records
– Refer you to other healthcare providers where appropriate and with your consent
– Send appointment reminders and relevant health communications
– Comply with legal and professional obligations
We do not use your health information for marketing purposes without your explicit consent.
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5. How We Store and Protect Your Information
Your information is stored securely using our clinical practice management platform (Practice Better) and supporting systems. We take reasonable steps to protect your information from misuse, loss, unauthorised access, modification or disclosure, including:
– Password-protected and encrypted systems
– Secure cloud storage with reputable providers
– Restricted access to client records
Health records are retained in accordance with Queensland health record retention requirements. Adult health records are generally retained for a minimum of 7 years from the date of last service, or until the patient turns 25 (whichever is longer) for records created while the patient was a minor.
When records are no longer required, they are destroyed securely.
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6. Who We Share Your Information With
We treat your information as confidential. We do not sell or share your information with third parties for marketing purposes.
We may share your information in the following limited circumstances:
**With your consent:**
– Referring practitioners, specialists or other healthcare providers involved in your care
– Family members or carers, where you have provided authorisation
**Without your consent where required by law:**
– In response to a court order or legal obligation
– To a relevant authority where there is a serious and imminent threat to the health or safety of yourself or another person
– To comply with mandatory reporting obligations under applicable legislation
**Service providers:**
– Third-party providers who assist us in operating our clinic, including our practice management platform, payment processors, and pathology laboratories. These providers are engaged under confidentiality obligations and may only use your information to provide services to us.
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7. Health Information — Additional Protections
Health information is classified as sensitive information under the Privacy Act 1988 and is afforded a higher level of protection. We will only collect, use or disclose your health information:
– With your consent
– As necessary to provide the health service you have requested
– As required or permitted by law
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8. Accessing and Correcting Your Information
You have the right to request access to the personal and health information we hold about you, and to request corrections if it is inaccurate, incomplete or out of date.
To make an access or correction request, please contact us at:
**Email:** info@healthhaven.com.au
**Phone:** (07) 5583 5648
**Post:** Suite 6, 19 Cotton Street, Nerang QLD 4211
We will respond to your request within 30 days. In some circumstances, we may decline access or correction requests where permitted by law, and will provide written reasons if this occurs.
A reasonable administrative fee may apply for access requests requiring significant time to fulfil.
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9. Website and Cookies
The Health Haven website (healthhaven.com.au) may collect non-personal information about your visit through cookies and analytics tools, including pages visited, time on site, and browser type. This information is used to improve the website experience and is not linked to your personal identity.
You may disable cookies through your browser settings, however this may affect the functionality of some website features.
Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their privacy policies.
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10. Email and Marketing Communications
If you have provided your email address, we may send you appointment reminders, health information, and updates about Health Haven services. You may unsubscribe from marketing communications at any time by clicking the unsubscribe link in any email or by contacting us directly.
Clinical communications relating to your care are not marketing communications and will continue regardless of marketing preferences.
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11. Online Booking Platform
Our online booking system is provided by Practice Better. When you book online, your information is handled in accordance with both this Privacy Policy and Practice Better’s own privacy policy. Practice Better is a HIPAA-compliant platform operating with appropriate security standards.
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12. Interstate and International Clients
Health Haven provides telehealth services to clients across Australia. Health information held by Health Haven is subject to the Australian Privacy Act 1988 regardless of the client’s location within Australia.
For clients outside Australia accessing intuitive or online services, we will handle your information in accordance with the Australian Privacy Principles. We cannot guarantee that overseas privacy laws provide equivalent protections.
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13. Complaints
If you have a concern about how we have handled your personal or health information, please contact us in the first instance:
**Email:** info@healthhaven.com.au
**Phone:** (07) 5583 5648
We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.
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14. Changes to This Policy
Health Haven may update this Privacy Policy from time to time. The current version will always be available at healthhaven.com.au. Significant changes will be communicated to existing clients where practicable.
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*For privacy enquiries, contact info@healthhaven.com.au or call (07) 5583 5648.*
Terms & Conditions – Health Haven Natural Medicine Clinic
Last updated: June 2026
1. About Health Haven
Health Haven Natural Medicine Clinic (ABN 33 184 230 693) is a naturopathic and integrative health clinic operated by Cassandra Duffill, located at Suite 6, 19 Cotton Street, Nerang QLD 4211.
By booking a consultation, purchasing a service or using the Health Haven website, you agree to these Terms and Conditions.
2. Our Services
Health Haven provides naturopathic consultations, functional health assessments, diagnostic services, wellness sessions, Reset Room treatments, and intuitive and energetic services.
Our naturopathic services are provided by Cassandra Duffill, BHSc Naturopathy. Other services may be provided by qualified practitioners engaged by Health Haven, as indicated at the time of booking.
### Important health disclaimer
Naturopathic and integrative health services are complementary to conventional medical care. They are not a replacement for diagnosis or treatment by a registered medical practitioner. Clients are encouraged to continue care with their GP, specialist or other healthcare providers alongside their naturopathic care.
Nothing provided during a consultation, in written materials or via the Health Haven website constitutes medical advice, diagnosis or a treatment recommendation under the meaning of medical law.
3. Booking and Confirmation
Bookings may be made online via the Health Haven website, by phone on (07) 5583 5648, or by email at <info@healthhaven.com.au>.
Your booking is confirmed once you receive a written or electronic confirmation. Please ensure your contact details are correct at the time of booking. Health Haven is not responsible for missed communications resulting from incorrect contact information.
New clients are required to complete an intake form prior to their first consultation. Failure to complete the intake form may result in a shorter or rescheduled consultation.
4. Fees and Payment
All consultation and service fees are as listed on the Health Haven website at the time of booking and are subject to change. Current fees will always be confirmed at the time of booking.
All prices are in Australian dollars. Naturopathic consultation fees exempt from GST under an Australian ATO ruling. GST will be applied and reflected on your receipt to other products and services.
Payment is due at the time of the consultation unless otherwise agreed in advance. Accepted payment methods include credit and debit card, HiCaps, and bank transfer (by prior arrangement).
Private health fund rebates
Health Haven is HiCaps enabled. Many private health funds offer rebates for naturopathic consultations as at April 2026. Clients are responsible for confirming their own coverage with their fund prior to their appointment. Health Haven does not guarantee rebate eligibility and is not responsible for changes to fund policies.
Products and supplements
Supplements and herbal medicines dispensed from the Health Haven dispensary must be paid for at the time of dispensing. Products are dispensed based on clinical recommendation and are not returnable or refundable once dispensed, unless the product is defective.
5. Cancellation and Rescheduling Policy
We ask for as much notice as possible if you need to cancel or reschedule. This allows us to offer the appointment to other patients.
Notice given
– 48 hours or more = reschedule or full refund at no charge
– 48hours or less = 100% of the consultation fee applies
– No-show (no notice) = full consultation fee applies & system will black-list the client, meaning they are unable to book again.
To cancel or reschedule, please use the reschedule link in your confirmation email, use the reschedule function in the Practice Better Portal, or if it’s less than 48hours (you will be unable to make changes online) contact us at info@healthhaven.com.au or call (07) 5583 5648 during business hours. Cancellations via voicemail or email outside business hours will be timestamped from the time of receipt during business hours.
Repeated late cancellations or no-shows will result in client being black-listed in the system and unable to book in the future.
6. Telehealth Consultations
Telehealth consultations are conducted via secure video link and are available to clients anywhere in Australia.
Clients are responsible for:
– Ensuring a stable internet connection
– Having access to the agreed video platform (details provided at the time of booking)
– Being in a private, quiet environment suitable for a health consultation
If a telehealth session is significantly disrupted by technical issues on Health Haven’s end, a reschedule will be offered at no charge. Health Haven is not responsible for technical difficulties on the client’s end.
Supplements and herbal medicines prescribed during telehealth consultations may be couriered to your address. Postage costs apply and will be confirmed at the time of dispensing.
7. Health Records and Consent
Health Haven collects health information necessary to provide naturopathic care. This information is stored securely and handled in accordance with the Australian Privacy Act 1988 and our Privacy Policy.
By attending a consultation, you consent to:
– Collection and storage of your health information
– Use of your health information for the purposes of providing clinical care
– Communication with you regarding your care, appointments and relevant health information
You may withdraw consent at any time by contacting us in writing. Withdrawal of consent will affect our ability to provide ongoing care.
8. Diagnostic Services
Diagnostic services including live blood analysis, iridology, epigenetic hair analysis and functional pathology testing are offered as adjunct assessment tools to support clinical decision-making. They are not standalone diagnostic tests and do not constitute a medical diagnosis.
Third-party laboratory testing is arranged through external providers. Costs, turnaround times and result interpretation are subject to the terms of those providers. Health Haven will communicate results and provide clinical interpretation as part of your ongoing care.
9. Reset Room
Reset Room sessions are wellness treatments designed to support nervous system regulation and physical restoration. They are not medical treatments and are not intended to treat, diagnose or cure any medical condition.
Reset Room sessions are subject to the cancellation policy in Section 5.
10. Intuitive, Healing and Energetic Services
Intuitive, mediumship and energetic services are subject to the separate Intuitive Services Terms and Conditions, available HERE
11. Website Use
The Health Haven website (healthhaven.com.au) is provided for information purposes. While we endeavour to keep information current and accurate, we make no guarantee that all content is complete, accurate or up to date at all times.
Content on the website does not constitute medical advice. You should not rely on website content as a substitute for professional health advice tailored to your individual circumstances. Content should be treated as educational and informational in nature and makes no claims to treat, diagnose or otherwise cure.
12. Intellectual Property
All content on the Health Haven website, including text, images, frameworks, methodology, the DECODE name and system, Unravel Your Health name and system, is the intellectual property of Cassandra Duffill and Health Haven unless otherwise stated. Content may not be reproduced, distributed or used without written permission.
13. Limitation of Liability
To the extent permitted by Australian Consumer Law, Health Haven’s liability for any claim arising from the provision of services is limited to the cost of the service provided. Health Haven is not liable for any indirect, consequential or special loss or damage.
Nothing in these terms limits any rights you have under the Australian Consumer Law.
14. Governing Law
These Terms and Conditions are governed by the laws of Queensland, Australia. Any disputes will be subject to the jurisdiction of Queensland courts.
15. Changes to These Terms
Health Haven reserves the right to update these Terms and Conditions at any time. Current terms will always be available at healthhaven.com.au. Bookings made prior to any changes remain subject to the terms in place at the time of booking.
For questions about these terms, contact us or call (07) 5583 5648.