Privacy Policy
Last updated: 14th September
Business name: Flow Therapy Byron Pty Ltd ACN: 660 648 779
Contact: hello@flowtherapybyron.com Phone: 0424835585 Address: 4/17 Tasman Way Byron Bay
At Flow Therapy Byron we respect your privacy and are committed to protecting the personal information you provide to us.
This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our premises, book or receive our services, contact us, use our website, or otherwise interact with our business. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) to the extent that they apply to our business.
1. What information we collect
Depending on how you interact with us, we may collect and hold information such as:
Personal and contact information
your name
date of birth or age
email address
phone number
address
emergency contact details
booking and appointment information
information you provide when contacting us
Health and wellbeing information
Because Flow Therapy involves considerations relating to a person’s health and wellbeing, we may collect information that is considered sensitive information or health information under Australian privacy law. This may include information you provide about:
current or previous health conditions
injuries or physical limitations
medications or other treatments
pregnancy
allergies or sensitivities
medical devices or implants
mental or emotional wellbeing where relevant to your use of our services
contraindications or other information relevant to safely providing Flow Therapy
any other health information you voluntarily provide to us.
We only seek information that is reasonably necessary for providing our services, managing your safety and operating our business.
Payment and transaction information
Where you make a payment, we may collect information necessary to process and record the transaction. Where payments are processed through a third-party payment provider, your payment details may be collected and processed directly by that provider. We do not generally store complete credit or debit card details ourselves.
Website and technical information
When you use our website, certain technical information may be collected automatically, such as:
IP address
browser and device information
pages visited
approximate location information
website usage information
information collected through cookies or similar technologies.
We may also receive information when you submit an enquiry, complete an online form, subscribe to communications or interact with our website.
2. How we collect information
We generally collect personal information directly from you.
For example, we may collect information when you:
make a booking
complete an intake or health questionnaire
attend an appointment
contact us by phone, email, text or social media
make a purchase
subscribe to our mailing list
complete a form on our website
provide feedback or make an enquiry.
In limited circumstances, we may receive information from another person or organisation where this is reasonably necessary for providing our services or operating our business, or where permitted or required by law.
3. Why we collect your information
We collect, hold and use personal information for purposes including:
providing and managing Flow Therapy and related services
assessing information relevant to your safe participation in our services
communicating with you about appointments and bookings
responding to enquiries
processing payments and refunds
maintaining appropriate business and client records
providing customer support
improving our services and client experience
sending marketing communications where you have consented or where otherwise permitted by law
managing complaints, incidents or disputes
complying with our legal and regulatory obligations
protecting the safety, security and property of our clients, staff and business
establishing, exercising or defending legal claims where necessary.
We will not collect health or other sensitive information simply because it is interesting or convenient. We seek to limit the information we collect to what is reasonably necessary for the relevant purpose.
4. Health information
Health information is treated as sensitive information under the Privacy Act. If we ask you to provide health information, we will explain why the information is being requested where reasonably necessary. Health information may be used to:
assess whether there are circumstances that may affect your ability to safely participate in Flow Therapy
provide the service you have requested
respond appropriately to information you disclose to us
manage an incident or emergency if necessary
comply with legal obligations.
We will not ordinarily disclose your health information to another person or organisation without your consent unless an exception under applicable privacy law applies. Providing certain health information may be necessary for us to determine whether we can safely provide a service to you. If you choose not to provide information that we reasonably require for this purpose, we may not be able to provide the relevant service.
5. Consent
Where required by law, we will obtain your consent before collecting, using or disclosing sensitive information. You may withdraw consent to particular uses of your information at any time, subject to legal or practical limitations. Withdrawing consent does not affect the lawfulness of anything we have already done based on your consent.
6. How we use and disclose your information
We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy. This may include disclosure to service providers who assist us with operating our business, such as:
booking and appointment management providers
payment processors
website and hosting providers
email and SMS communication providers
cloud storage providers
accounting and bookkeeping services
IT and technical support providers
professional advisers, such as accountants, insurers or lawyers
government agencies or regulators where required or authorised by law.
Where we use third-party providers to assist us, we take reasonable steps to ensure that personal information is handled appropriately. We do not sell your personal information. We will not disclose your personal information to unrelated third parties for their own marketing purposes without your consent, unless otherwise permitted by law.
7. Overseas disclosure
Some of the third-party technology and service providers we use may store or process information outside Australia. These providers may include providers of booking software, cloud storage, email, website hosting, payment processing or other business technology. Where we use providers that involve overseas storage or processing, your information may be handled in countries outside Australia.
Current overseas providers/countries, where applicable:
Acuity scheduling — USA
Square space webiste - USA
Square reader — USA
Zoom - USA
We will update this section if our information-handling practices change.
8. How we store and protect your information
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. Depending on the information and how it is collected, security measures may include:
password-protected systems
restricted access to client information
secure online booking and storage systems
device security
secure physical storage of paper records
limiting access to information to people who need it for their role.
No method of storing or transmitting information can be guaranteed to be completely secure. If we become aware of a data breach that is likely to result in serious harm and the breach is covered by Australia’s Notifiable Data Breaches scheme, we will respond in accordance with our legal obligations.
9. How long we keep information
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including providing services, maintaining appropriate business records, resolving disputes and meeting legal, insurance or accounting requirements. Different types of information may need to be retained for different periods. When personal information is no longer required, we will take reasonable steps to securely destroy or de-identify it, where appropriate.
10. Accessing your personal information
You may request access to personal information we hold about you. To make an access request, contact us using the details below. We will generally respond to a request within a reasonable period and may need to verify your identity before providing access.In some circumstances, access may be refused where permitted or required by law. If this occurs, we will explain the reason where we are permitted to do so.
11. Correcting your information
We take reasonable steps to ensure that personal information we hold is accurate, complete and up to date. If you believe information we hold about you is incorrect, incomplete, out of date or misleading, you may ask us to correct it. Please contact us using the details below and tell us what information you believe needs to be corrected.
12. Direct marketing
We may occasionally send information about our services, promotions, events or other business updates. Where required, we will obtain your consent before sending direct marketing communications. You can unsubscribe from marketing communications at any time by using the unsubscribe option provided or by contacting us directly. Unsubscribing from marketing communications will not stop us from sending important non-marketing communications relating to an existing booking, service, transaction or other matter where we are permitted or required to contact you.
13. Cookies and website analytics
Our website may use cookies and similar technologies to help the website function, understand how visitors use the website and improve our online services.We may use third-party analytics or advertising services where applicable. You can generally adjust your browser settings to refuse or limit cookies. Some website functions may not operate correctly if certain cookies are disabled.
Website analytics/advertising services currently used:
e.g. Squarespace Analytics, Meta Pixel, Zoom, Canva, Instagram
14. Social media
If you interact with us through social media platforms, the platform may collect and handle your personal information in accordance with its own privacy policy. We are not responsible for the privacy practices of third-party social media platforms.We will handle information you provide directly to us through social media in accordance with this Privacy Policy.
15. Children’s information
Our services are intended for [ADULTS ONLY / PERSONS AGED 16yrs AND OVER]. Where we knowingly collect personal information relating to a person under 18, we will take reasonable steps to ensure that the information is handled appropriately and in accordance with applicable privacy requirements.
16. Anonymous or pseudonymous interactions
Where it is practical and lawful to do so, you may interact with us without identifying yourself or by using a pseudonym. However, for certain services, bookings, payments, safety assessments, record-keeping or legal requirements, it may not be practicable for us to provide the service without identifying you.
17. Data breaches
We take reasonable steps to protect personal information against unauthorised access, loss or disclosure. If a data breach occurs, we will assess the breach and take appropriate steps to contain, investigate and respond to it. Where the breach is subject to Australia’s Notifiable Data Breaches scheme and is likely to result in serious harm, we will comply with our notification obligations.
18. Privacy complaints
If you believe we have mishandled your personal information or have not complied with applicable privacy obligations, we encourage you to contact us first so that we can investigate and attempt to resolve your concern. Please contact:
Flow Therapy Byron Pty Ltd
Email: hello@flowtherapybyron.com
Phone: 0424 835 585
Please provide as much information as possible about your concern, including what happened and when.
We will acknowledge and investigate your complaint and respond within a reasonable period.
If you are not satisfied with our response, or you would prefer to make a complaint externally, you may contact the Office of the Australian Information Commissioner (OAIC). Office of the Australian Information Commissioner (OAIC)
19. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology, legal obligations or information-handling practices. The current version will be made available on our website. We recommend checking this page periodically for the most up-to-date version.
Last updated: 14th September 2026
20. Contact us - If you have any questions about this Privacy Policy, how we handle your personal information, or wish to request access to or correction of your information, please contact:
Flow Therapy Byron Pty Ltd
Email: hello@flowtherapybyron.com
Phone: 0424 835 585
Address: 4/17 Tasman Way Byron bay nsw 2481