Privacy Policy

1. What Personal Information We Collect

We may collect the following types of personal information:

• Contact details — name, phone number, and email address
• Booking details — treatment type, appointment date and time, and any special requests
• Health information — relevant medical history, conditions, pregnancy status, or notes you share with your therapist to ensure your treatment is appropriate and safe
• Payment information — when processed via a HICAPS terminal, your health fund membership details are used to process your rebate claim on the spot; we do not store card details
• Communications — messages sent through our contact form or by email

We only collect personal information that is reasonably necessary for one or more of our functions or activities. Where practicable, we collect personal information directly from you.

2. How We Collect Your Personal Information

We collect your personal information through the following means:

• Online contact form on our website (submitted directly to our server via our contact form handler)
• Online booking system on our website (bookings are stored on our own systems)
• In person — when you complete a client intake form or speak with your therapist before a treatment
• By telephone or email when you contact us directly
• Via our HICAPS terminal when you use your health fund card to claim a rebate

3. Why We Collect and Use Your Personal Information

We collect and use your personal information to:

• Respond to enquiries and provide the services you have requested
• Make and manage bookings for massage treatments
• Ensure your treatment is safe and appropriate for your individual health needs
• Process HICAPS health fund rebate claims
• Send appointment reminders or follow-up communications (where you have agreed to this)
• Comply with our legal and professional obligations
• Improve our services

We will not use or disclose your personal information for a purpose other than the primary purpose of collection without your consent, unless an exception under the Privacy Act applies (for example, where required or authorised by law).

4. Disclosure of Personal Information

We may disclose your personal information to trusted third-party service providers who assist us in operating our business. These include:

• HICAPS Pty Ltd — Australia's on-the-spot health fund claiming network, used when you swipe your health fund card at our reception
• Stripe — our payment processor, used to securely process gift voucher payments made online. Your card details are handled by Stripe and are not stored on our systems

We take reasonable steps to ensure these third parties protect your personal information in accordance with the Australian Privacy Principles. Contact form enquiries are handled directly by our own server and are not routed through any overseas third-party processor.

We do not sell, rent or trade your personal information to third parties for marketing purposes.

5. Sensitive Information (Health Records)

Health information is a type of sensitive information under the Privacy Act and is afforded a higher level of protection. We collect health information only where it is reasonably necessary to provide you with safe and appropriate massage therapy.

Your health information is treated with the utmost confidentiality. It is disclosed to our therapists only on a need-to-know basis and is not shared with third parties except where required or authorised by law (for example, in a medical emergency).

6. Direct Marketing

We do not use your personal information for direct marketing purposes without your consent. If you have provided consent to receive promotional communications and subsequently wish to opt out, you may do so at any time by contacting us at the details below.

7. Storage and Security

We take reasonable steps to protect the personal information we hold from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include:

• Physical security of our premises
• Restricted access to personal information on a need-to-know basis
• Use of reputable third-party providers (such as Stripe for payment processing) with their own security controls
• Secure destruction or de-identification of personal information when it is no longer needed

No data transmission over the internet or electronic storage is completely secure. While we take all reasonable precautions, we cannot guarantee absolute security.

8. Access to and Correction of Your Personal Information

Under the Australian Privacy Principles, you have the right to request access to the personal information we hold about you and to ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, please contact us using the details in Section 10. We will respond within a reasonable time (generally 30 days). In some circumstances, we may decline to provide access or make a correction — if so, we will explain the reason in writing.

Access is provided free of charge in most circumstances. If your request is complex or requires significant retrieval effort, we may charge a reasonable fee and will advise you in advance.

9. Complaints

If you believe we have mishandled your personal information or breached the Australian Privacy Principles, please contact us in the first instance so we can attempt to resolve the matter. We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Post: GPO Box 5218, Sydney NSW 2001

10. Contact Us

For any privacy-related enquiries, requests, or complaints, please contact us:

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on our website. We encourage you to review this policy periodically.