Privacy Policy

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Luma Resolutions is committed to protecting your privacy and handling your personal information with care, respect, and confidentiality. We comply with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

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What we collect  We may collect personal information such as your name, contact details, documents relevant to your matter, and notes from our consultations.

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How we use your information  Your information is used solely for the purpose of providing our services, communicating with you, maintaining accurate records, and improving our practice.

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Storage & security  All information is stored securely using encrypted digital systems. Access is restricted to authorised personnel only.

Disclosure  We do not share your information with third parties unless required by law or with your explicit consent.

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Access & correction  You may request access to your information or ask for corrections at any time.

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2. Confidentiality Policy

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Confidentiality is central to the trust clients place in Luma Resolutions.

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Our commitment  All information shared with us is treated as strictly confidential.

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Limits to confidentiality  We may be legally required to disclose information if:

• there is a risk of harm to you or others

• we receive a lawful court order

• disclosure is required to prevent a serious threat

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Document handling  All documents are stored securely and destroyed according to our retention schedule.

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3. Terms of Service

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By engaging Luma Resolutions, you agree to the following terms:

Scope of services  We provide dispute resolution, communication support, financial clarity assistance, and guidance, not legal or financial advice.

Client responsibilities  Clients agree to provide accurate information, attend scheduled appointments, and communicate respectfully.

Liability  We take great care in our work, but we are not liable for decisions made by clients or outcomes outside our control.

Changes to services  We may update our services or policies at any time. Updates will be published on our website.

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4. Booking & Cancellation Policy

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Booking  Appointments can be made online, by email, or by phone.

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Rescheduling & cancellations  We require 24 hours’ notice to reschedule or cancel an appointment.

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Late cancellations / no‑shows  Cancellations within 24 hours or missed appointments may incur a fee.

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Punctuality  Sessions begin and end at the scheduled time.

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5. Payment & Refund Policy

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Payment terms  Invoices are due within 7 days unless otherwise agreed.

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Accepted methods  We accept bank transfer, credit card, and approved digital payment methods.

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Late payments  Overdue invoices may attract a late fee.

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Refunds  Refunds are not generally provided for completed services, but we will always act fairly and reasonably.

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6. Complaints & Feedback Policy

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We welcome feedback and take complaints seriously.

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How to raise a concern  You may contact us by email or phone to raise any issue.

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Response time  We aim to acknowledge complaints within 2 business days and resolve them within 10 business days.

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Review process  Concerns are reviewed objectively, respectfully, and confidentially.

 

7. Conflict of Interest Policy

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We avoid all real or perceived conflicts of interest.

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Before accepting a matter  We will ask for the names of all parties involved to ensure neutrality.

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If a conflict arises  We will disclose it immediately and may decline or discontinue the engagement.

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8. Document Handling & Retention Policy

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Retention  Documents are retained for up to 7 years unless otherwise required.

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Storage  All files are stored securely using encrypted systems.

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Access  Clients may request copies of their documents at any time.

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Destruction  Documents are securely destroyed once the retention period ends.

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9. Communication Policy

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Response times  We aim to respond to emails and messages within 1–2 business days.

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After‑hours communication  We do not provide after‑hours or crisis support.

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Channels  We communicate via email, phone, and secure digital platforms.

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10. Service Limitations & Scope Policy

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Luma Resolutions provides guidance, clarity, and support — not legal, financial, or psychological advice.

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We do not:

• provide legal representation

• prepare legal documents

• offer financial planning

• provide crisis counselling

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We may refer clients to appropriate professionals when needed.

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11. Accessibility & Inclusion Policy

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We are committed to providing a respectful, inclusive, and accessible service.

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We welcome clients of all backgrounds, cultures, identities, and abilities.

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We will make reasonable adjustments to support accessibility needs.

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12. Website Use & Cookie Policy

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Our website may use cookies and analytics to improve user experience.

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By using our site, you consent to the collection of non‑identifying data such as browser type, pages visited, and time spent on the site.

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You may disable cookies in your browser settings.

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13. Client Conduct & Respect Policy

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We maintain a safe, respectful environment for all clients.

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We expect:

• respectful communication

• honesty and cooperation

• no abusive or aggressive behaviour

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We reserve the right to discontinue services if conduct becomes inappropriate.

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14. Third‑Party Referral & Collaboration Policy

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We may recommend external professionals when appropriate.

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We do not receive commissions or incentives for referrals.

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Clients are free to choose any provider they prefer.

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15. Emergency & Crisis Policy

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Luma Resolutions is not a crisis service.

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If you are in immediate danger or experiencing a crisis, please contact:

• 000 (emergency)

• Lifeline 13 11 14

• Beyond Blue 1300 22 4636

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16. Digital Security & Online Session Policy

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For online sessions, we use secure, encrypted platforms.

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Recording  Sessions are not recorded unless all parties provide written consent.

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Client responsibilities  Clients must ensure they are in a private, quiet space to protect confidentiality.