Last updated: 30 July 2026
1. About this Privacy Policy
This Privacy Policy explains how Catherine Glover trading as Eternal Balance Mind and Body Wellbeing (“Eternal Balance”, “we”, “us” or “our”) collects, holds, uses, discloses and protects personal information.
The policy applies to information collected through eternalbalance.com.au, client intake forms, appointments, telephone calls, email correspondence, online bookings, purchases, payments and other dealings with Eternal Balance.
Eternal Balance provides services relating to personal, emotional and psychological wellbeing. Accordingly, some of the information we handle may be health information or other sensitive information protected by the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
2. Personal information we collect
The types of personal information we collect depend on your dealings with Eternal Balance and may include:
- your name, date of birth and contact details;
- appointment, enquiry and correspondence details;
- information provided in a client intake form;
- health, wellbeing and personal history relevant to a requested service;
- session notes and other client records;
- information used to prepare a client-specific hypnosis recording;
- booking, attendance, cancellation and rescheduling information;
- order, billing, payment and delivery information;
- records of products or services purchased;
- information you provide when contacting us by telephone, email, through the website or in person; and
- technical information about your use of the website, such as your IP address, browser, device, referring page and website activity.
You may choose not to provide requested information. However, this may prevent us from responding to an enquiry, determining whether a service is suitable, completing a booking, providing a service or fulfilling an order.
3. Health and other sensitive information
Information about your physical or mental health, emotional wellbeing, personal circumstances and other sensitive matters will only be collected where it is reasonably necessary for our services and where we have your consent or another lawful basis for collecting it.
We ask that you only provide information relevant to your enquiry or the service being considered or provided. If information is not reasonably necessary, we may not record it or may securely remove it where appropriate and permitted by law.
Client information is used primarily to understand your circumstances, assess whether a requested service may be appropriate, provide agreed services, maintain suitable client records and communicate with you about your care or appointments.
4. How we collect information
We generally collect personal information directly from you when you:
- make an enquiry through the website, by telephone or by email;
- complete or return an intake form by email or in person;
- book an appointment online, by telephone or by email;
- attend an appointment or communicate with Catherine;
- purchase a physical or digital product;
- make a payment;
- request or receive a client-specific recording; or
- use or interact with the website.
In some circumstances, information may be received from another person or practitioner with your consent, or where collection is otherwise authorised or required by law. If someone contacts us on your behalf, we may need to confirm that they have authority to do so.
5. Client intake forms and records
Prospective clients may be asked to complete an intake form before services commence. Intake forms may be provided and returned by email or completed in person.
Intake forms are used to understand your circumstances, identify matters relevant to the requested service and assist Catherine in deciding whether the service is appropriate and within her scope of practice.
Client records may include intake information, correspondence, appointment information, session notes and information associated with client-specific hypnosis recordings.
Completing an intake form does not guarantee that a service will be offered. Catherine may recommend another form of support or referral where a requested service is not considered suitable.
6. How we use personal information
We may use personal information to:
- respond to enquiries and communicate with you;
- assess the suitability of a requested service;
- arrange, confirm and manage appointments;
- provide counselling, hypnotherapy and related services;
- prepare and deliver client-specific hypnosis recordings;
- maintain appropriate client and business records;
- process payments, purchases, refunds and deliveries;
- provide access to purchased digital products;
- manage cancellations, rescheduling and outstanding payments;
- operate, maintain and secure the website;
- understand how the website is being used and improve its content;
- comply with legal, professional, accounting and insurance obligations;
- manage disputes or complaints; and
- protect the safety, rights and interests of clients and other people.
We will not use health or other sensitive information for an unrelated purpose unless we have your consent or the use is otherwise authorised or required by law.
7. Appointments and Acuity Scheduling
Appointments may be arranged directly by telephone or email, or through Acuity Scheduling.
When you use Acuity Scheduling, information such as your name, contact details, selected service and appointment details may be processed through that platform. Acuity Scheduling is operated by Squarespace and handles information in accordance with its own privacy practices.
You should avoid including unnecessary health or sensitive information in a general booking field. Relevant information can instead be provided through the client intake process or directly to Catherine.
8. Purchases, payments and delivery
When you make a purchase through the online store, we may collect your name, contact details, billing and delivery address, order details and payment status.
Online shop payments are processed through PayPal. Appointment and in-person payments may be made through a CommBank EFTPOS terminal using Visa, Mastercard, American Express, eftpos, Apple Pay or Google Pay. Some clients may also pay using PayID or direct deposit.
Payment providers and financial institutions process payment information under their own terms and privacy policies. Eternal Balance does not receive or retain your complete payment card number. We may receive information such as the payment status, transaction reference, payer name and amount paid.
Where a physical product must be delivered, necessary recipient, address and contact information may be provided to Australia Post, Aramex or another delivery provider used to fulfil the order.
9. Service communications
We may use your contact details to communicate with you about an enquiry, appointment, service, intake form, recording, purchase, payment, delivery or another matter directly related to your dealings with Eternal Balance.
Eternal Balance does not currently operate an email newsletter or use customer information for routine email marketing.
If this changes, this Privacy Policy will be updated and any marketing communications will be sent in accordance with applicable consent and unsubscribe requirements.
10. Website cookies and similar technologies
The website uses cookies and similar technologies needed for functions such as website security, online purchasing, account or session management, remembering selections and measuring website use.
Cookies are small files stored on or accessed through your device. Depending on the cookie or technology used, information collected may include your IP address, browser, device, approximate location, pages viewed, referral source and interactions with the website.
The website currently uses or incorporates services including:
- Google Analytics, to understand website traffic and how visitors interact with the website;
- Google reCAPTCHA, to help detect spam and automated misuse;
- Wordfence, to help protect the website and identify potentially malicious activity;
- WooCommerce, to operate the online store and manage shopping and checkout functions; and
- YouTube, where an embedded video appears on the website.
These services may set or access their own cookies and process technical information under their respective privacy policies.
You can manage or block cookies through your browser settings. Blocking some cookies may affect the operation of the online store, security features or other parts of the website.
11. When we disclose personal information
We do not sell or rent personal information. We may disclose information where reasonably necessary to:
- website hosting, email, cloud storage, booking, payment, security and technology service providers;
- Australia Post, Aramex or another delivery provider fulfilling an order;
- accountants, insurers, legal advisers or other professional advisers;
- contractors or administrators who require limited access to perform an authorised function;
- another practitioner, support service or person where you have consented to the disclosure;
- government bodies, regulators, courts or law-enforcement agencies where authorised or required by law; or
- an appropriate person or authority where permitted by law and reasonably necessary to lessen or prevent a serious threat to health, safety or life.
An authorised website administrator may access website and customer order information where necessary to operate or support the website. This access does not extend to Catherine’s client intake forms or session notes.
Service providers are given access only to information reasonably necessary for the services they perform, subject to their contractual, legal and privacy obligations.
12. Overseas storage and processing
Some of the technology providers used by Eternal Balance operate global infrastructure. This means personal information or technical data may be stored, accessed or processed outside Australia.
Providers whose systems may involve overseas processing include Google, Microsoft, Squarespace and Acuity Scheduling, PayPal, YouTube and other website, email, security, hosting or cloud service providers.
Overseas processing may occur in the United States and in other countries in which these providers or their subcontractors operate. The exact locations may change from time to time and may not always be practicable for Eternal Balance to identify.
Where required, we take reasonable steps appropriate to the circumstances when using providers that may process personal information outside Australia.
13. Storage and security
Personal information may be held in paper records, on Catherine’s computer, in email accounts, in Google Drive or Microsoft OneDrive, and within authorised booking, website, order, payment and business systems.
We take reasonable steps to protect the information we hold from misuse, interference, loss and unauthorised access, modification or disclosure. Measures may include physical record security, device and account protections, access restrictions, website security tools, backups and the use of reputable service providers.
No internet transmission, email account or information-storage system can be guaranteed to be completely secure. You should therefore avoid sending unnecessary sensitive information through a general contact form or unprotected email.
14. Client-specific recordings
Where Catherine prepares a hypnosis recording specifically for a client, the recording may be stored electronically while it is being prepared and then sent to the client by email or another agreed electronic method.
A client-specific recording and the information used to prepare it will be handled as part of that client’s confidential records.
Clients are responsible for securely downloading and storing recordings on their own devices. Eternal Balance cannot control access to a recording after it has been downloaded or stored in an account or device controlled by the client.
15. Retention and destruction
Eternal Balance retains personal information for as long as it is reasonably needed for the purpose for which it was collected and to satisfy applicable legal, professional, accounting, insurance and dispute-management requirements.
Different types of information may be retained for different periods. For example, client records may need to be retained longer than general enquiries or technical website logs.
When personal information is no longer required and no law or legitimate obligation requires it to be retained, we will take reasonable steps to securely destroy it or remove identifying information.
Some information may remain temporarily in secure backups or archives until those systems are routinely overwritten or deleted.
16. Accessing or correcting your information
You may ask to access personal information that Eternal Balance holds about you or request that inaccurate, incomplete, out-of-date, irrelevant or misleading information be corrected.
We may need to verify your identity before providing access or making a correction. We will respond within a reasonable period and handle the request in accordance with applicable privacy law.
Access may be refused or limited where permitted by law, including where providing access would unreasonably affect another person’s privacy or create a serious threat to health or safety. If access or correction is refused, we will generally explain the reason and the available complaint process unless the law prevents us from doing so.
Where permitted by law, a reasonable administrative charge may apply to the cost of providing access. We will tell you about any proposed charge before proceeding.
17. Data breaches
If Eternal Balance becomes aware of a suspected loss of, unauthorised access to or unauthorised disclosure of personal information, we will assess the incident and take reasonable steps to contain and address it.
Where a breach is likely to result in serious harm and is an eligible data breach under the Privacy Act 1988 (Cth), Eternal Balance will notify affected individuals and the Office of the Australian Information Commissioner as required by law.
18. Privacy questions and complaints
If you have a question, would like to request access or correction, or believe your personal information has not been handled appropriately, please contact:
Catherine Glover
Eternal Balance Mind and Body Wellbeing
Email:
[email protected]
Please provide enough information for us to understand and investigate your concern. We may contact you for further information and will respond within a reasonable period.
If you are not satisfied with our response, you may be able to lodge a complaint with the Office of the Australian Information Commissioner .
19. Links to other websites
The Eternal Balance website may link to third-party websites. We are not responsible for the privacy or security practices of those websites. You should review the third party’s privacy information before providing it with personal information.
20. Changes to this policy
We may update this Privacy Policy when our services, systems, business practices or legal obligations change. The current version will be published on this page with an updated revision date.
21. Related terms
Use of the website, bookings and purchases is also subject to our Website Terms and Conditions .