Privacy Policy

The Information We Collect

We collect several categories of information about you. Some of it is required for us to deliver our service safely. Some of it is optional.

Personal information (required for booking and service delivery)

• Name, date of birth, gender (where relevant)
• Email address, phone number, postal address
• Emergency contact details
• Payment information

Health information (required for safe service delivery)

• Medical history, current medications, allergies
• Relevant lifestyle information (for example, pregnancy status, smoking, sun exposure)
• Previous cosmetic or aesthetic treatments, where applicable
• Skin type and areas of concern, where applicable
• Practitioner notes about your service and progress
• Photographs taken for clinical planning and progress review, where applicable (see Section 6)

How you interact with us

• Appointment history and service records
• Communication records (emails, SMS, calls)
• Preferences and feedback you share

Information collected through our website

• IP address (stored temporarily for abuse protection and when you submit a contact form)
• Approximate location (typically resolved from IP address, to help you find your nearest clinic)
• Website usage data (pages visited, interaction patterns, session behaviour) collected via analytics tools described in Section 11
• Device and browser information (type, operating system, screen size)

We collect this information directly from you at the time you book, complete intake paperwork, or during your consultation and service.

You have the right to refuse to provide information, but this may affect our ability to serve you safely or deliver certain services at all.

Why We Collect It

We collect your information to:

• Book, confirm, and deliver your appointments
• Assess your suitability for the services you request
• Deliver services safely and in line with our professional obligations
• Maintain accurate records, where this is a legal requirement
• Process payment
• Contact you about your appointments, follow-ups, and aftercare
• Respond to your questions and complaints
• Comply with our legal and regulatory obligations

Health Information and Consent

Under the Privacy Act 1988, health information is sensitive information that attracts stricter handling rules.

• We collect health information only with your consent. You provide this consent when you complete our intake paperwork and consent forms.
• We use health information only for the purposes you have consented to. Typically, this means the delivery of your service, your records, and your ongoing care.
• We will not use health information for any other purpose (such as marketing) without your additional, specific consent.
• You can withdraw consent for future use at any time by emailing [Privacy email to be confirmed]. Withdrawal of consent does not affect records we are legally required to retain.

Who We Share Your Information With

We share your information only where necessary and only with the parties listed below.

Third-party service providers we use

Timely. Our booking and practice management platform. Timely holds your appointment history, contact details, and treatment notes. Timely is based in New Zealand and may store data on servers outside Australia, including in New Zealand and potentially other countries where its providers operate. Timely's privacy policy is available at https://www.gettimely.com/privacy-policy/.

Other disclosures

• Healthcare practitioners. Where your service requires it, or if you request it, we may share relevant health information with your GP or another healthcare provider. We will discuss any such sharing with you first.
• Legal obligations. We may be required to disclose information to regulatory bodies or to courts under legal process.
• In an emergency. Where there is a serious threat to your life or health, or the life or health of another person, and we are unable to obtain your consent.

We do not sell your information to third parties. We do not share your information with marketing partners unless you have given us specific consent to do so.

Treatment Photographs

When we take photos

• Photos are taken only with your written consent
• Consent is obtained as a separate item on your intake form, not bundled with general treatment consent
• You can decline to have photos taken without affecting your treatment in any other way

Why we take photos

• Clinical planning and progress tracking. Photos form part of your clinical record and help your practitioner plan treatment, assess progress, and adjust your plan over time. This use is included in your standard treatment consent.
• Marketing and education (optional, separately consented). With your separate and specific consent, we may use photos for marketing (for example, social media, website, or printed materials) or for practitioner education. This consent is optional and can be given or withheld independently of your treatment consent.

How we store photos

• Photos are stored in your client record in our practice management system (Timely)
• Photos are retained for the same period as your clinical records (see Section 8)
• Access to photos is restricted to practitioners involved in your care

Withdrawing consent

• You may withdraw consent for future marketing use at any time by contacting us. We will stop using the images in new marketing materials from the date we receive your request.
• Images already used in published materials (for example, printed brochures, social media posts that have been live) may not be retrievable. We will do our best to remove content from platforms we control.
• Clinical records, including photos forming part of those records, cannot be deleted on request where we are legally required to retain them. We can, however, separate them from any marketing use.

How Long We Keep Your Information

We keep your personal and health information for as long as it is needed for the purposes it was collected, and for as long as we are legally required to retain it.

• Client clinical records (including health information and photos): retained for a minimum of 7 years from the date of your last service, consistent with Australian medical-record retention standards. Records for minors are typically retained until 7 years after the person turns 18.
• Booking and contact information: retained for the same period, as it forms part of your client record.
• Payment information: retained only as long as needed to process payment and meet our financial record-keeping obligations.

After the applicable retention period, we securely destroy or de-identify records.

Accessing and Correcting Your Information

You have the right to:

• Ask what information we hold about you
• Ask for a copy of your information
• Ask us to correct information you believe is inaccurate or out of date

To make a request, contact us at [Privacy email to be confirmed].

We will respond within a reasonable time (typically within 30 days). We do not charge a fee for reasonable access requests. In limited circumstances, we may be unable to provide access (for example, where doing so would breach another person's privacy or is otherwise restricted by law). Where this happens, we will explain why in writing.

Marketing Communications

Where you have given us your email address or phone number, we may contact you with information about our services, promotions, or updates from time to time.

• You can opt out at any time by clicking the unsubscribe link in any email, replying STOP to an SMS, or contacting us directly.
• We will not send you marketing communications without your consent, except for direct communications necessary for your service (appointment reminders, aftercare instructions, follow-up).
• We will not share your contact details with third parties for their marketing purposes.

Children and Young People

All our services are provided to adults aged 18 and over only. We do not provide cosmetic treatments, skin treatments, body treatments, or any other service to people under the age of 18.

Where a parent or guardian would like information about services for their own treatment, that information is handled in the usual way described in this policy. Our policies do not address minors, because they are not our clients.