Policies & Privacy

01

Privacy Policy

At Raw & Reconnected (“we,” “our,” or “us”), we are committed to protecting your privacy and handling your personal information with care, integrity and confidentiality.

This policy explains how we collect, use, store and protect information when you visit our website; book services or consultations; participate in coaching, wellness sessions, workshops or training; purchase products or digital resources; or contact us directly.

Information we collect

• Full name, email address and phone number
• Billing or payment information
• Health or wellness information voluntarily provided by you
• Emergency contact details where relevant
• Booking and appointment information
• Communication history
• Website analytics and device information

How we use your information

• Provide wellness, coaching, educational or consulting services
• Respond to inquiries and client-support requests
• Manage appointments, bookings and payments
• Send newsletters, updates or promotional content
• Improve our services and client experience
• Maintain legal, financial and operational records
• Meet regulatory or legal obligations

Confidentiality

Information shared during sessions, programs or consultations is kept private unless disclosure is required by law, there is risk of harm to yourself or others, or you provide written consent.

Data storage and protection

We use appropriate technical and organizational measures to safeguard information against unauthorized access, misuse, disclosure or loss. Data may be stored using secure third-party platforms for scheduling, payment processing, email communication and client-record management.

Cookies and analytics

Our website may use cookies and analytics tools to improve functionality and user experience. You may disable cookies through your browser settings.

Your rights

Under applicable Canadian privacy laws, you may have the right to access your personal information, request correction, withdraw consent, request deletion, object to certain forms of processing, or request a copy of stored data.

Third-party services

We may use trusted providers to support website functionality, payment processing, communication or scheduling. These providers are expected to maintain appropriate security and confidentiality standards.

Policy updates

Raw & Reconnected may update this Privacy Policy. Updates will be posted on this page with a revised date.

02

Data Protection & Privacy Compliance

Raw & Reconnected is committed to protecting personal information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA), and applicable Ontario privacy requirements.

Our commitment

Personal information is collected fairly and lawfully, used only for identified and reasonable purposes, kept accurate where necessary, stored securely and confidentially, retained only as long as reasonably required, and protected against unauthorized access, misuse or disclosure.

Consent

We obtain meaningful consent before collecting, using or disclosing personal information, except where otherwise permitted or required by law. Clients may withdraw consent at any time, subject to legal or contractual obligations.

Information and permitted uses

We may collect contact, booking, appointment, voluntary wellness or intake, payment, billing, communication, website-usage and analytics information. It is used only for purposes reasonably connected to delivering services and programs, managing appointments and client relationships, processing payments, maintaining records, meeting legal, insurance or tax obligations, and improving services.

Storage, security and retention

Reasonable physical, digital and administrative safeguards may include password-protected systems, secure cloud-based platforms, restricted access and secure payment processors. Records are retained only as long as reasonably necessary and are securely deleted or destroyed when no longer required.

Access and correction

Individuals may request access to their personal information or request appropriate corrections using the contact information below.

03

Data Processing, Retention & Breach Response

Personal data is processed lawfully, fairly and transparently; collected for legitimate purposes; kept accurate where necessary; stored securely; retained only as long as necessary; and protected against unauthorized access or misuse.

Basis for processing

• Client consent
• Contractual necessity
• Legitimate business interests
• Legal obligations

Retention and security

Client records and personal data are retained only as reasonably necessary to deliver services, maintain business records and meet legal, tax or insurance obligations. Safeguards include password-protected systems, secure payment platforms, limited access and secure digital storage practices.

Privacy rights

Individuals may request access, correction, data portability, restriction of processing, or deletion where legally permissible.

Data breaches

In the event of a suspected or confirmed data breach, Raw & Reconnected will take immediate steps to investigate, contain and respond appropriately in accordance with applicable laws.

04

Health & Safety Policy

Raw & Reconnected is committed to maintaining a safe, respectful, supportive and healthy environment for clients, participants, contractors, staff and visitors.

Our commitment

• Provide a safe physical and emotional environment
• Minimize health and safety risks wherever reasonably possible
• Maintain clean, organized and appropriate practice spaces
• Respond promptly and appropriately to safety concerns
• Promote respectful and responsible conduct

Participant responsibilities

• Respect boundaries and instructions
• Inform us of relevant health concerns or accessibility needs
• Participate responsibly and within personal limits
• Avoid attending sessions while under the influence of drugs or alcohol
• Notify us immediately of hazards, accidents or concerns

Wellness activities and emergencies

Participation in wellness, coaching, movement or educational activities is voluntary. Clients are responsible for seeking medical guidance where appropriate. Raw & Reconnected maintains reasonable emergency procedures appropriate to the environment and nature of services provided.

05

Complaints Procedure

Raw & Reconnected is committed to addressing concerns professionally, respectfully, fairly and promptly. Clients, participants and learners have the right to be heard, raise concerns without fear of discrimination or retaliation, and receive a fair and timely response.

How to submit a complaint

Submit complaints in writing by email. Include your name and contact information, a clear description of the concern, relevant dates or details, and your desired resolution if applicable.

Complaint process

1. Acknowledgement within a reasonable timeframe
2. Review of the information provided
3. Additional discussion if clarification is needed
4. Appropriate steps toward resolution
5. Written outcome where appropriate

Complaints will be handled respectfully and confidentially to the extent reasonably possible. We aim to resolve concerns constructively and fairly while maintaining professional boundaries and safety.

06

Code of Conduct & Discipline Policy

All clients, participants, learners, staff, contractors and community members are expected to treat others respectfully, maintain appropriate boundaries, protect confidentiality within shared spaces, follow reasonable instructions and use constructive communication.

Unacceptable behaviour

• Harassment, bullying, intimidation or abusive behaviour
• Threatening or aggressive behaviour
• Hate speech or discriminatory conduct
• Repeated disruption
• Violation of confidentiality
• Unsafe conduct

Discipline process

Raw & Reconnected may discuss a concern informally, provide a warning, restrict participation temporarily or permanently, or terminate services where necessary for safety or wellbeing. Concerns will be reviewed fairly and proportionately.

07

Equality, Diversity & Inclusion Policy

We welcome and support individuals of all backgrounds, identities, abilities, ethnicities, genders, sexual orientations, religions, ages and life experiences.

In alignment with Ontario human-rights principles and inclusive wellness practices, we are committed to providing equal access wherever reasonably possible; treating people fairly and respectfully; creating inclusive, supportive environments; challenging discrimination and exclusionary behaviour; and encouraging compassionate communication.

Ontario Human Rights commitment

Raw & Reconnected does not tolerate discrimination, harassment, bullying, intimidation or hate-based behaviour in any form, consistent with the principles of the Ontario Human Rights Code.

Accessibility and accommodation

Reasonable accommodations will be considered wherever possible to support participation and accessibility.

08

Accident Procedure Policy

Raw & Reconnected is committed to responding to accidents, injuries and incidents calmly, responsibly and appropriately.

In the event of an accident

1. Ensure the immediate safety of everyone involved
2. Provide appropriate first aid or emergency support where possible
3. Contact emergency services if necessary
4. Record details as soon as practical
5. Notify relevant parties where appropriate
6. Review the circumstances to reduce future risks

Incident reporting

Reports should include the date, time, location, description, individuals involved, action taken and witness information where applicable. Emergency services should be contacted immediately for a medical emergency. Incidents may be reviewed internally to improve safety procedures.

09

Refund, Cancellation & Payment Policy

Raw & Reconnected values transparency, mutual respect, personal responsibility and clear communication. By booking, purchasing, enrolling in or participating in services, clients acknowledge and agree to the terms below.

General and payment terms

Time, preparation, scheduling, administration and resources are invested in every offering. Payment may be required in full before services unless otherwise agreed in writing. Payment plans must be completed according to the agreed schedule; failure to do so may result in suspension or termination. Payments are accepted through approved secure platforms and methods designated by Raw & Reconnected.

Individual appointments

• At least 24 hours’ notice is required to cancel or reschedule.
• Appointments cancelled with less than 24 hours’ notice may be charged in full.
• Missed appointments are non-refundable.
• Late arrival may result in a shortened session.

Emergencies

Refunds, credits or rescheduling accommodations may be considered at our discretion for medical or family emergencies, severe weather, or other significant unforeseen circumstances. Supporting documentation may be requested where appropriate.

Programs, workshops and groups

• Cancellation 14 or more days before the start date may qualify for a full or partial refund.
• Cancellation 7–13 days before the start date may qualify for a partial credit or transfer.
• Cancellation less than 7 days before the start date is generally non-refundable.
• Once an offering has begun, refunds are generally unavailable.

At our discretion, enrollment may be transferred to another date, applied as a credit to future services, or transferred to another person where appropriate.

Digital products

Sales of digital products, downloads, recordings, guides, templates and online materials are final once access is granted or materials are delivered. Exceptions may be considered for duplicate purchases or technical access issues that cannot reasonably be resolved.

Memberships and subscriptions

Cancellation requests must be made in writing before the next billing cycle. Partial refunds are not provided for unused portions of a billing cycle unless required by law. Failure to use a service does not automatically qualify for a refund.

Payment plans

Clients remain responsible for the full agreed amount unless otherwise stated in writing. Missed payments may suspend access. Administrative or late fees may apply where legally permissible.

Refund processing

Approved refunds are generally processed within a reasonable timeframe using the original payment method where possible. Processing time may vary by financial institution or payment provider.

Business-initiated changes

We may reschedule, modify delivery format or cancel an offering because of illness, emergencies, insufficient enrollment, safety concerns or circumstances beyond reasonable control. When Raw & Reconnected cancels a paid service, clients may receive a full or partial refund, service credit or transfer to a rescheduled offering.

Refusal or termination of services

We may refuse or discontinue services when safety concerns arise, boundaries are repeatedly violated, harassment or discrimination occurs, policies are breached, or participation is inappropriate or unsafe. Refunds may or may not be provided at our discretion depending on the circumstances and applicable Ontario consumer-protection requirements.

Chargebacks and disputes

Clients are encouraged to contact us directly before initiating a chargeback. Fraudulent or unreasonable chargebacks may result in suspension of services, collection efforts or other legally permissible administrative action.

Consumer rights

Nothing in this policy limits rights provided under applicable Ontario or Canadian consumer-protection legislation.