Privacy Policy

Last updated: 20 June 2026

At Caring from the Middle, we know that caring, ageing and family decisions can feel personal. This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, purchase a digital product, contact us, subscribe to updates, or otherwise interact with us.

1. Who we are

Caring from the Middle is operated by Australian High Country Honey Pty Ltd (ABN 98 635 723 036), trading as Caring from the Middle.

In this policy, Caring from the Middle, we, us and our refer to Australian High Country Honey Pty Ltd trading as Caring from the Middle.

Our website is www.caringfromthemiddle.com.au. You can contact us at info@ahch.com.au.

2. Privacy laws and this policy

Where we are required to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, we will do so. Even where a particular requirement does not strictly apply, this policy sets out the practical steps we take to handle personal information respectfully and carefully.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

3. What personal information we collect

The personal information we collect depends on how you interact with us. It may include:

• your name and contact details, such as email address, billing address and phone number if you provide one
• order details, including the products you purchase, order number, transaction status and download history
• customer support information, including messages you send us and information needed to respond to your enquiry
• reviews, testimonials, survey responses or feedback you choose to provide
• marketing preferences, such as whether you have subscribed to or unsubscribed from our emails
• technical and website-use information, such as IP address, browser type, device information, pages viewed, referring website and cookie information.

Payments are processed through Shopify and its payment providers. We may receive confirmation that payment has been made, together with transaction and order details, but we do not store your full credit card details on our own systems.

We do not intentionally collect sensitive information, such as health information, through our standard website checkout. Please avoid sending sensitive details about yourself, your family or an older person’s care situation unless it is genuinely necessary for us to respond to your enquiry. If you do send us sensitive information, we will handle it carefully and only use it for the purpose for which it was provided, unless the law allows or requires otherwise.

4. How we collect personal information

We may collect personal information:

• directly from you, such as when you purchase a product, contact us, subscribe to updates, provide feedback or write a review
• through our website and Shopify checkout
• through service providers that support our website, digital downloads, email communications, analytics, security and payments
• from third parties where you have consented, where you would reasonably expect us to receive it, or where it is otherwise permitted by law.

5. Why we use personal information

We use personal information to:

• process orders and payments
• deliver digital products and manage download access
• provide customer support, respond to enquiries and resolve technical issues
• manage refunds, corrections, replacement files or other customer service matters
• operate, protect and improve our website, products and services
• understand how people use our website and products
• send product updates, service messages and, where you have agreed or where permitted by law, marketing emails
• maintain business, tax, accounting and legal records
• protect our legal rights, including intellectual property rights, and prevent fraud or misuse
• comply with laws, regulatory obligations, court orders or lawful requests from authorities.

6. Direct marketing

We may send you marketing emails about Caring from the Middle products, updates or resources if you have subscribed, consented, or where we are otherwise permitted to do so by law.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or contacting us at info@ahch.com.au. We will action unsubscribe requests as soon as reasonably practicable and within the timeframe required by law.

Even if you unsubscribe from marketing emails, we may still send transactional or service emails, such as order confirmations, download links, receipts, product access updates, or responses to your enquiries.

7. Cookies and website analytics

Our website uses cookies and similar technologies. Cookies are small files stored on your device to help websites work properly and understand how they are used.

Some cookies are essential, such as those used by Shopify to manage shopping carts, secure checkout and account or download access. If you block essential cookies, parts of the website or checkout may not work properly.

We may also use analytics or marketing cookies and tools to understand website traffic, improve our products, measure the effectiveness of communications, or show relevant advertising where those tools are enabled.

You can manage cookies through your browser settings. Blocking or deleting cookies may affect your experience on the website.

8. Who we disclose personal information to

We may disclose personal information where reasonably necessary to operate Caring from the Middle and provide our products and services. This may include disclosure to:

• Shopify and payment providers
• digital download, website hosting, email, analytics, security and customer support service providers
• professional advisers, such as lawyers, accountants, bookkeepers, insurers and IT support providers
• regulators, courts, law enforcement agencies or government authorities where required or permitted by law
• a potential purchaser or successor if we sell, restructure or transfer all or part of the business, subject to reasonable confidentiality protections where appropriate.

We do not sell personal information.

9. Overseas storage and disclosure

Some of our service providers, including Shopify and other technology providers, operate globally. This means personal information may be stored, processed or accessed outside Australia.

Where the Privacy Act applies, we will take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles, unless an exception applies. We also encourage you to read the privacy policies of relevant third-party platforms, including Shopify.

10. Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. This includes relying on Shopify’s secure checkout infrastructure, SSL encryption for data in transit, platform security updates, access controls and sensible internal handling practices.

No website, email system or online platform can be guaranteed to be completely secure. Please take care when deciding what information to send to us by email or through online forms.

If we become aware of a data breach and are required by law to notify affected individuals or the Office of the Australian Information Commissioner, we will do so in accordance with our legal obligations.

11. How long we keep personal information

We keep personal information for as long as reasonably necessary for the purpose for which it was collected, including to provide product access, respond to enquiries, comply with legal, tax and accounting obligations, resolve disputes and protect our rights.

Business and tax records are generally kept for at least five years, and some records may need to be kept longer if required by law or if they relate to a dispute, claim or ongoing product access.

When information is no longer needed, we will take reasonable steps to delete it, de-identify it, or securely archive it, subject to any legal or business record-keeping requirements.

12. Accessing or correcting your personal information

You may ask us to access or correct personal information we hold about you by contacting info@ahch.com.au.

We may need to verify your identity before responding. We may refuse access or correction in circumstances allowed by law, such as where we cannot verify the request, the request is unreasonable, or providing access would affect another person’s privacy. If we refuse a request, we will explain why, where it is reasonable and lawful to do so.

You may also ask us to delete personal information. We will consider deletion requests, but we may need to retain some information where required for legal, accounting, tax, fraud prevention, dispute resolution, or product access reasons.

13. Automated decision-making

We do not use personal information to make, or substantially assist in making, decisions that have a legal or similarly significant effect on you.

Some platforms we use may apply automated tools for routine functions such as fraud prevention, payment security, checkout processing, email delivery or website analytics. These tools support the operation and security of the website but are not used by us to make significant decisions about you.

14. Children

Caring from the Middle is intended for adults. We do not knowingly collect personal information directly from children through our website checkout or marketing subscriptions. If you believe a child has provided us with personal information, please contact us so we can take appropriate steps.

15. Privacy complaints

If you have a concern about how we have handled your personal information, please contact us first so we can try to resolve it.

You can contact us by emailing info@ahch.com.au or writing to Caring from the Middle, 10 Kirwan Circuit, Stirling ACT 2611.

Please include your name, contact details and a clear description of your concern. We will aim to respond within 30 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner. The OAIC can advise whether it can assist with your complaint.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with the latest update date. We encourage you to check this policy occasionally so you understand how we handle personal information.

17. Contact us

For privacy questions, access or correction requests, unsubscribe issues, or complaints, please contact:

• Business: Caring from the Middle
• Operated by: Australian High Country Honey Pty Ltd
• ABN: 98 635 723 036
• Email: info@ahch.com.au
• Postal: 10 Kirwan Circuit, Stirling ACT 2611