Privacy Policy

Veraison ("we", "us", "our") provides culture, leadership, coaching, counselling and mediation services from Perth, Western Australia. This policy covers personal information we collect through veraison.com.au — including its Spanish-language pages, our enquiry forms, our website assistant, our online booking system and our proposal pages.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where we are engaged under a separate services agreement, the confidentiality and privacy terms of that agreement also apply to the work done under it.

The information we collect depends on how you use the site:

• Enquiries. The enquiry form on this site collects your first name, last name, email address and your message.
• Discovery-call requests made through the website assistant. Your name, email address, and optionally a phone number and a message.
• Website assistant conversations. The questions you ask, the answers given, the site pages the answer drew on, and an anonymous session identifier.
• Bookings. Your name, email address, mobile number, organisation (optional), your timezone, whether you would prefer a Microsoft Teams meeting or a phone call, and your answers to any questions on the booking form. Your mobile number is required on every booking form, because we confirm and remind by SMS and because a phone-call session needs a number to ring.
• Referrals. Your contact details and the contact details of the person you are referring — see "Referrals" below.
• Payments. For paid sessions, confirmation from our payment processor that a payment succeeded, its amount, and the email address you gave at checkout. We never receive or store your card details.
• Technical and usage information. Your IP address, approximate location, device and browser, the pages you view, how you arrived, and how you move around a page — including session recordings, described under "Cookies, analytics and session recording" below.

You can browse this website without telling us who you are. If you would rather not use a form, you can phone or email us instead using the details at the end of this policy. We cannot answer an enquiry, confirm a booking or deliver a service without contact details, so those interactions do require you to identify yourself.

Some of our services — counselling, mental health support and mediation — necessarily involve sensitive information. We do not ask for health or other sensitive information through this website, and we ask that you do not include it in an enquiry, a booking form or a conversation with the website assistant.

Where sensitive information is needed to deliver a service, we collect it with your consent in the course of that service, and it is handled under the confidentiality obligations of the practitioner involved rather than through this website.

Enquiries submitted through this site are stored in our Convex database and used to respond to you.

The website assistant is an AI chat tool grounded in the published content of this site. When you send it a message, that message and the recent conversation are sent to a third-party large language model provider through the Vercel AI Gateway so a reply can be generated. Transcripts — your question, the answer, the pages it drew on and a session identifier — are logged in our Convex database so we can monitor answer quality, and any rating you give an answer is stored with it.

Please treat the assistant as a public channel: don't share health information, confidential workplace matters, or anything else you would not put in an ordinary email.

When you book a session — through our coaching page, a client booking panel or a proposal — we store the booking details listed above in our Convex database and use them to arrange, confirm and deliver the session.

• Coach approval. Every booking is confirmed by the coach. To do that, we send the coach an email and an SMS containing your booking details and a link to approve or decline it.
• Calendars and Teams. When a booking is confirmed and the coach's calendar is on Microsoft 365, we create a calendar event in that coach's mailbox using the Microsoft Graph API. Where the session is a Teams meeting, Microsoft generates the Teams join link and sends the calendar invitation to you. For coaches not on Microsoft 365, we email you a calendar invitation (an .ics file) instead.
• Confirmations and reminders. Confirmations, reminders, reschedules, declines and cancellations are sent to you by email and SMS.
• Instant "call me now" requests. On booking panels that offer it, requesting an immediate call sends your name and request by SMS to the coaches who are free at that moment, one at a time, until one accepts.
• Manage links. The link that lets you reschedule or cancel contains an unguessable token. Anyone who has that link can view and change the booking, so please don't forward it.

Our referral form collects your name, email address and optional phone number, together with the name and optional email address and phone number of the person you are referring, how you know them, and any note you add.

Because this means giving us someone else's personal information, the form asks you to confirm that you have their permission before you submit it. Please only refer someone who has agreed to it. If we contact the person you referred, we will tell them who referred them and why we are getting in touch.

If someone has referred you and you would prefer we did not hold your details, contact us using the details below and we will delete them.

Paid sessions are processed by Stripe through Stripe's own hosted checkout page. You enter your card details on Stripe's page, not ours — card numbers never reach Veraison's systems and we never store them. We receive only the outcome of the payment, its amount and the email address used. Stripe's handling of your information is governed by Stripe's own privacy policy.

We use the following tools to understand how the site is used:

• Microsoft Clarity (project xprjp0cwye) — Clarity records your session and builds heatmaps. It captures your clicks, mouse movement, scrolling and interactions with the page and lets us replay them, so we can see where the site is confusing. Clarity masks text entered into form fields by default, but you should assume that what you do on a page may be recorded. This is the most privacy-sensitive tool on the site, and it runs on every page.
• Google Analytics 4 (measurement ID G-XQP42EY9QB) — which pages are viewed, approximate location, device and browser, and how visitors arrive. Google Analytics sets cookies.
• Vercel Analytics and Vercel Speed Insights — aggregate page views and real-world page-performance measurements from our hosting provider.
• Our own cookie. We set one cookie of our own, veraison_draft_mode, and only if you visit a URL with ?mode=drafts — it lets you preview unpublished blog posts. It does not track you and can be cleared by visiting any page with ?mode=live. We also use your browser's local storage to remember that setting and to remember that you have dismissed a site banner.

You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google's browser opt-out add-on. Blocking cookies may affect how parts of the site work.

We do not sell personal information. We share it with:

• Our coaches, consultants and staff, so they can deliver the service you have asked for.
• Convex — the database that stores enquiries, leads, assistant transcripts, bookings and referrals.
• Vercel — website hosting, analytics, and the AI gateway used by the website assistant.
• The AI model provider reached through that gateway, which processes website assistant messages to generate replies.
• Microsoft — Microsoft 365, Outlook, Teams and the Microsoft Graph API, for coach calendars and meetings; and Microsoft Clarity for session recording and heatmaps.
• Google — Google Analytics.
• Stripe — payment processing.
• Resend — delivery of our transactional email (confirmations, reminders, invitations).
• Mobile Message — delivery of our SMS messages.
• Others where you have consented, or where we are required or authorised by law.

Your personal information is stored and processed overseas. Convex, Vercel and Stripe are United States companies and host our data on infrastructure located in the United States. Google, Microsoft and Resend are also likely to store or process information in the United States and in other countries where they operate data centres. Mobile Message is an Australian provider.

By submitting an enquiry, making a booking, submitting a referral or using the website assistant, you acknowledge that your personal information may be disclosed to these overseas recipients. We take reasonable steps to use established providers with appropriate protections in place, but overseas recipients may not be subject to the Privacy Act, and we may not be able to control how information is handled under the laws of the country it is held in.

Traffic to and from this site is encrypted in transit. Access to our administration tools is restricted to authorised Veraison staff and protected by sign-in. Booking management, approval and proposal links use long, unguessable tokens rather than public identifiers.

No system, and no transmission over the internet, is completely secure. We cannot guarantee absolute security, but we take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure.

We keep personal information only for as long as it is needed for the purpose we collected it, or for as long as we are required to keep it by law or by professional obligations. After that we delete or de-identify it.

We may use the contact details you give us to send you information about our services where you have asked for it or would reasonably expect it. Every marketing email includes an unsubscribe link, and you can tell us to stop at any time using the contact details below. We do not use information gathered in the course of coaching, counselling or mediation for marketing.

You can ask us for a copy of the personal information we hold about you, and you can ask us to correct it if it is wrong, out of date, incomplete or misleading. Email or write to us using the details below.

We may need to confirm your identity before we act on the request. We will normally respond within 30 days, and there is ordinarily no charge. If we cannot give you access or make a correction, we will explain why in writing and tell you how to complain about that decision.

If you think we have mishandled your personal information or breached the Australian Privacy Principles, please tell us first. Email info@veraison.com.au with "Privacy complaint" in the subject line, or write to us at the address below. We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, you can take the complaint to the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992, or GPO Box 5218, Sydney NSW 2001.

We may update this policy as our services and the tools behind this site change. The current version is always the one published on this page, and the date it was last updated is shown at the top.

For any privacy question, access or correction request, or complaint:

• Veraison
• Level 2, 151 Herdsman Parade, Wembley, WA 6014
• Phone: 08 9287 1041
• Email: info@veraison.com.au