Last updated: 21/1/2026

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1. Introduction

Flow Botanicals (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store and protect your personal information when you visit our website, make a booking or purchase, subscribe to our mailing list, or receive our services.

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2. What personal information we collect

We may collect personal information including:

Personal details

• Name

• Email address

• Phone number

• Postal or billing address

Health information (sensitive information)

• Health history and medical information relevant to massage therapy

• Injuries, conditions and contraindications

• Treatment notes and session records

Booking and service information

• Appointment details

• Service history

Payment and order information

• Purchase and order details

• Billing information

• Payment transaction details

Online payments are processed securely by third-party payment providers. We do not store full credit card details on our systems.

Website information

• IP address

• Browser type

• Device information

• Pages viewed and interactions with our website

• Cookies and analytics data

Health information is classified as sensitive information under Australian privacy law and is handled with a higher level of protection.

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3. How we collect personal information

We collect personal information in the following ways:

• When you make an online booking

• When you complete client intake or consent forms (in person)

• During consultations and treatment sessions

• When you make a purchase through our online store

• When you subscribe to our email newsletter

• When you contact us via our website, email or phone

• Automatically through cookies and analytics when you use our website

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4. Why we collect personal information

We collect and use your personal information to:

• Provide massage therapy services safely and appropriately

• Assess suitability for treatment

• Maintain accurate client and treatment records

• Manage bookings and appointments

• Process online payments and orders

• Prevent fraudulent transactions

• Communicate with you about services, bookings, or purchases

• Send newsletters and updates (where you have opted in)

• Improve our website, services and customer experience

• Meet legal, regulatory and professional obligations

We only collect information that is reasonably necessary for these purposes.

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5. Consent

By providing your personal information, you consent to its collection and use as described in this Privacy Policy.

Sensitive health information is collected with your express or implied consent and only for the purpose of providing safe and effective treatment.

You may withdraw consent at any time by contacting us, subject to legal, taxation and professional record-keeping obligations.

6. Disclosure of personal information

We do not sell or rent your personal information.

We may disclose your personal information to:

• Third-party service providers such as online booking systems, website hosting, email marketing platforms and accounting software

• Payment processors and financial service providers for the purpose of processing online payments

• Other health professionals, with your consent, where relevant to your care

• Government agencies or regulators where required or authorised by law

We take reasonable steps to ensure third parties handle personal information in a privacy-compliant manner.

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7. Email marketing

If you subscribe to our mailing list, we may send you newsletters, promotions or updates.

You can unsubscribe at any time using the link in our emails or by contacting us directly.

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8. Cookies and website analytics

Our website uses cookies and similar technologies to improve functionality and analyse website traffic.

Cookies do not personally identify you. You can adjust your browser settings to refuse cookies, although this may affect website functionality.

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9. Storage and security of personal information

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure.

This includes:

• Secure electronic systems

• Password protection

• Limited access to personal and health information

• Secure storage of physical records (where applicable)

We retain personal information only for as long as required for business, legal, taxation and professional purposes.

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10. Access and correction

You have the right to:

• Request access to the personal information we hold about you

• Request corrections if the information is inaccurate, incomplete or out of date

Requests can be made using the contact details below.

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11. Data breaches

In the event of a data breach that is likely to result in serious harm, we will comply with the Notifiable Data Breaches scheme under the Privacy Act.

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12. Children

Our services and website are not intended for individuals under the age of 16 without parental or guardian consent.

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13. Changes to this policy

We may update this Privacy Policy from time to time. The most current version will be available on our website.

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14. Contact us

If you have any questions, concerns or complaints about privacy, please contact:

Flow Botanicals
Email: info@flowbotanicals.com.au
Phone: 0477 045 060

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).