Privacy Policy

Last Updated: 15 December 2025

At Zen Holistic Health ("we", "us", "our"), we are committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy outlines how we collect, use, store, and disclose your data in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We collect personal information that is reasonably necessary for us to provide you with safe and effective massage and wellness services. This includes:

  • Identity Data: Your name, date of birth, and gender.

  • Contact Data: Your phone number, email address, and residential address.

  • Health Information (Sensitive Information): Details regarding your medical history, injuries, allergies, pregnancy status, current medications, and specific areas of tension. We collect this strictly to ensure your treatment is safe and to meet our professional duty of care.

  • Transaction Data: Details of payments and services purchased. Note: We do not store your full credit card details; these are processed securely by our third-party payment gateway providers.

  • Technical Data: When you visit our website, we may collect information such as your IP address and browsing behaviour via cookies.

2. How We Collect Your Information

We collect information directly from you when you:

  • Book an appointment (online, by phone, or in-person).

  • Complete our New Client Consultation Form (intake form) prior to your treatment.

  • Purchase a Gift Card or retail product.

  • Claim a rebate via HICAPS.

  • Contact us via our website or social media channels.

3. How We Use Your Information

We use your personal information for the following purposes:

  • To Provide Services: To assess your health needs and tailor your massage treatment (e.g., avoiding injured areas or adjusting pressure).

  • Bookings & Reminders: To confirm appointments and send SMS/email reminders to help you avoid cancellation fees.

  • Health Fund Claims: To process HICAPS rebates for Remedial Massage services (where applicable).

  • Communication: To inform you about changes to our operating hours, pricing, or terms.

  • Marketing (Optional): With your consent, we may send you special offers or birthday vouchers. You can opt-out (unsubscribe) at any time.

4. Disclosure of Your Information

We treat your health information with the utmost confidentiality. We do not sell or trade your data. We may only disclose your information in these limited circumstances:

  • Service Providers: Trusted third parties who assist us in operating our business (e.g., our booking system provider, accounting software, or IT support). These parties are bound by strict confidentiality obligations.

  • Medical Referrals: If you explicitly request us to communicate with your GP, Physiotherapist, or other healthcare provider regarding your treatment plan.

  • Legal Requirements: If required by law, court order, or to prevent a serious threat to health or safety.

5. Data Security & Storage

We take all reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access.

  • Digital Records: Client files are stored securely on password-protected practice management software with industry-standard encryption.

  • Physical Records: Any paper-based consultation forms are stored in locked cabinets accessible only by authorised staff.

  • Retention: We retain health records for as long as required by Australian law (generally 7 years from the date of the last service, or until the client turns 25 if they were a minor).

6. Cookies and Website Use

Our website uses "cookies" to improve user experience and analyse website traffic. Cookies are small data files placed on your device. You can choose to disable cookies through your browser settings, though this may limit some website functionality (such as online booking features).

7. Accessing and Correcting Your Information

Under the Privacy Act, you have the right to access the personal information we hold about you. You also have the right to request corrections if you believe the information is inaccurate, out of date, or incomplete.

  • To make a request, please contact us in writing using the details below. We may require proof of identity before releasing any information.

8. Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

Zen Holistic Health