Natural Symphony – Privacy Policy

Last Updated: 4/12/2025

Natural Symphony (“we”, “our”, “us”) is committed to protecting the privacy of all clients and customers. This Privacy Policy outlines how we collect, use, store, and protect personal and sensitive information in accordance with:

• The Privacy Act 1988 (Cth)

• The Australian Privacy Principles (APPs)

• Queensland requirements for remedial massage, complementary therapy, and health-related record keeping

• Relevant online consumer privacy obligations

This policy applies to:

1. Physical clinic clients receiving massage or complementary therapies at our Queensland location

2. Online customers purchasing products through our website

3. Individuals who interact with us via email, online forms, social media, messaging, or phone

1. Information We Collect

1.1 Physical Massage & Therapy Clients

To provide safe and effective treatment, we may collect the following information:

• Full name, date of birth, address, phone number, and email

• Emergency contact details

• Health history, relevant medical conditions, injuries, allergies, medications, pregnancy status, and lifestyle factors

• Treatment notes, practitioner observations, and progress notes

• Consent forms and booking records

• Payment information (without storing full credit card details)

This information is considered Sensitive Health Information under Australian law and is handled with the highest level of confidentiality.

1.2 Online Store Customers

We may collect:

• Name, email, phone number, shipping address, billing address

• Purchase history and order details

• Payment method (processed through secure third-party gateways; we do not store card numbers)

• Website usage data (cookies, analytics, IP address)

2. How We Collect Information

We may collect information through:

• In-person consultation forms and intake documentation

• Online forms, bookings, or registrations

• Emails, messages, or phone calls

• Website interactions (including cookies and analytics tools)

• Secure third-party payment providers (Stripe, PayPal, etc.)

3. Why We Collect Personal Information

We collect this information to:

For Clinic Clients

• Provide safe, appropriate, and legally compliant massage and remedial therapy

• Assess suitability for treatment and adapt treatments to client needs

• Maintain treatment records as required by Queensland professional standards

• Contact you regarding bookings, changes, follow-ups, or care recommendations

• Meet legal, regulatory, insurance, and record-keeping obligations

For Online Customers

• Process and fulfil orders

• Provide customer support

• Improve website functionality and user experience

• Email updates (only with your consent)

4. How We Store & Protect Your Information

We take reasonable steps to protect your personal information from:

• Loss

• Misuse

• Unauthorised access

• Modification or disclosure

This includes:

• Secure digital storage systems with password protection

• Physical files stored in locked cabinets (where applicable)

• Encrypted payment gateways

• Limiting access only to authorised staff or practitioners

• Regular updates to security systems

Health records for massage clients are stored for a minimum of 7 years from last treatment, in accordance with Australian & Queensland therapeutic record-keeping guidelines.

5. Disclosure of Personal Information

We do not sell, rent, or trade your personal information.

We may disclose information only when necessary to:

• Healthcare providers (with your explicit consent)

• Emergency services (where there is immediate risk of harm)

• Law enforcement if required by law or subpoena

• Our insurance provider (in the event of an incident or claim)

• Technical service providers helping operate our website or booking systems

• Payment processors (for online transactions)

We will never share your health history or treatment notes without your permission unless required by law.

6. Access to and Correction of Your Information

You may request:

• Access to your personal or health information

• Correction of inaccurate, incomplete, or outdated information

Requests can be made in writing to:
[Insert your contact email or contact form link]

We will respond within a reasonable timeframe in accordance with the Privacy Act.

7. Website Cookies & Analytics

Our website may use cookies and analytics tools to:

• Enhance user experience

• Understand website traffic

• Track order behaviour

• Improve online store functionality

Users can adjust cookie settings in their browser at any time.

8. Marketing Communications

We may send marketing emails or promotional updates only if you opt-in.
You may unsubscribe at any time using the link provided in emails.

We will never send health-related marketing without consent.

9. International Customers & Data Transfers

Online customers outside Australia acknowledge that:

• Data may be stored on Australian servers or secure overseas providers

• Local privacy laws may differ from those in Australia

All reasonable steps are taken to ensure international data transfers comply with privacy requirements.

10. Complaints or Concerns

If you have a privacy concern or wish to lodge a complaint, please contact us at:

[Your Email Address]
[Your Business Address – Queensland]

If we cannot resolve your concern, you can contact:

Office of the Australian Information Commissioner (OAIC)
www.oaic.gov.au

11. Updates to This Policy

We may update this Privacy Policy from time to time.
Any changes will be posted on our website with an updated “Last Updated” date.