Privacy Policy
Restored Massage Therapy — Privacy Policy
Effective date: 1 July 2026
1. About this policy
Restored Massage Therapy ("we", "us", "our") is a remedial massage clinic operated by Monica Herbert, located at twentynine, 29 High Street, Kyneton, Victoria 3444.
We understand that the information you share with us is often personal and sometimes sensitive. This policy explains what information we collect, why we collect it, how we handle it, and the choices you have. It applies to:
Visitors to our website
People who enquire about our services
Current and former clients
Because we provide a health service and hold health information, we are covered by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and by the Health Records Act 2001 (Vic) and the Health Privacy Principles, regardless of our size. We handle your information in line with these obligations and our professional responsibilities as a remedial massage practice.
2. The information we collect
The information we collect depends on how you interact with us. It may include:
Identity and contact information
Name
Date of birth
Pronouns, where you choose to share them
Phone number, email and postal address
Emergency contact details
Appointment information
Booking and appointment history
Waitlist requests
Communications with us about your appointments
Health and treatment information
Health history and current concerns
Pregnancy and postpartum information
Details of injuries, pain, symptoms, surgeries and scars
Treatment notes recorded during your care
Consent records
Referrals and correspondence with other health professionals, where relevant
Payment and insurance information
Payment and transaction records
Private health insurance details, where you provide them for claiming
Website information
Enquiries you send through the website, email, phone, SMS or social media
Technical information such as IP address, browser type and cookie data, where our website tools collect it
Photographs or video
Only where you have given separate, informed and specific consent
Some of this information is sensitive information or health information under Australian privacy law, and we treat it with the additional care the law requires.
3. How we collect information
We collect information:
When you book online through Cliniko
When you complete intake and consent forms
Through email, phone, SMS and social media enquiries
During in-person consultations and treatment sessions
From referral letters, where you or another provider send them
Through forms and enquiry fields on our website
Through cookies and website analytics (see section 12)
Whenever you voluntarily give it to us
Where it is reasonable and practicable, we collect information directly from you. Occasionally we may receive information from a person you have authorised, such as another health professional, or an emergency contact.
4. Why we collect and use information
We collect and use information to:
Manage your appointments and bookings
Assess whether a treatment is appropriate and safe for you
Provide safe, individualised care
Create and maintain accurate clinical records
Process payments and issue receipts
Provide the information you need for a private health insurance claim
Communicate with you about your appointments, including confirmations and reminders
Respond to your enquiries
Manage cancellations, waitlists and account balances
Improve our services and the functioning of our website
Meet our legal, professional, insurance and record-keeping obligations
We do not currently send marketing emails. If we introduce marketing communications in future, we will only send them where you have agreed, and always with a simple way to unsubscribe.
We only use your information for the purpose it was collected for, a directly related purpose you would reasonably expect, or a purpose you have consented to, unless the law requires or permits otherwise.
5. Consent and treatment information
Providing complete and accurate health information helps us treat you safely. If information is missing or inaccurate, it may affect our ability to care for you well.
Consent to treatment is handled separately from this privacy policy. You can discuss your consent with your practitioner at any time, and you can withdraw it at any time. Withdrawing consent may mean a treatment cannot begin or continue.
Consent for optional photography, video, testimonials or marketing is always sought separately and specifically. It is never a condition of receiving treatment, and you are free to decline or to change your mind later.
6. When we share information
We do not sell your personal information to advertisers.
We share information only where it is necessary and appropriate, including:
With your treating practitioner
With our associate practitioner, Rubi Stone, in relation to clients she provides care to
With Cliniko and the other service providers we use to run the practice (see section 7)
With payment providers to process transactions
With your private health insurer, where you have asked us to support a claim or where this is authorised
With another health professional, where you have consented to a referral or to us sharing relevant information
Where we are required or authorised to do so by law
Where it is reasonably necessary to prevent a serious threat to a person's life, health or safety
With our professional advisers, insurers or regulators, where appropriate and on a confidential basis
Restored Massage Therapy is operated by Monica Herbert, with Rubi Stone as an associate practitioner. We do not use other independent contractors. Access to client records is limited to what each practitioner needs for the safe care of their own clients and for running the practice, and everyone with access is bound by confidentiality obligations.
7. Service providers and overseas storage
We use trusted third-party providers to operate the practice and website. These include:
Cliniko for online booking, clinical records, invoicing and appointment reminders
Squarespace for website hosting
Zeller for in-clinic card payments
Stripe for online payments and gift voucher payments
Gift Up! for gift vouchers
Xero for accounting and financial records
Squarespace Analytics and Google Analytics for website analytics
Your clinical records held in Cliniko are stored in Australia. Some of our other providers are based overseas and may store or process limited information outside Australia. In particular, our website host (Squarespace), our payment processor (Stripe) and our gift voucher platform (Gift Up!) may process information in countries including the United States and Canada. We hold only limited information with these providers, we do not store client health records on our website, and we take reasonable steps to ensure your information is handled consistently with Australian privacy law.
8. How we protect your information
We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include:
Using established, secure practice-management and business systems
Password protection and access controls
Limiting access to those who need it
Device security and confidentiality obligations for anyone with access
Secure storage and secure disposal of records we no longer need to keep
No method of electronic transmission or storage is completely secure. While we take reasonable care, we cannot guarantee the absolute security of information sent to us or stored electronically.
9. How long we keep your information
We keep records for as long as the law, our professional obligations, our insurers and legitimate business needs require.
For health information, Victorian law generally requires us to keep records for at least seven years from your last appointment, and for a client who was under 18, until they turn 25. Financial records are generally kept for the period required by taxation law. Where different retention periods apply, we keep the record for the longer required period.
When we no longer need to keep information and are not required to retain it, we destroy or de-identify it securely.
10. Accessing and correcting your information
You can ask to access the personal information we hold about you, and to correct it if it is inaccurate, out of date, incomplete or misleading. Please contact us using the details in section 14.
We will respond within a reasonable time. In some situations the law allows us to refuse or limit access, for example where giving access would have an unreasonable impact on someone else's privacy, or where it relates to legal proceedings. If we cannot give you full access, we will explain why and, where possible, offer another way to address your request.
There may be a reasonable cost to cover retrieving and providing access to some records. We will tell you about any cost before we proceed.
11. Privacy concerns and complaints
If you have a concern about how we have handled your personal or health information, please contact us first at hello@restoredmassage.com.au. We will take your concern seriously, look into it, and respond as soon as we reasonably can.
If your concern is not resolved, you can contact:
The Office of the Australian Information Commissioner (OAIC) at oaic.gov.au, or
The Health Complaints Commissioner (Victoria) at hcc.vic.gov.au, for concerns about health information.
12. Cookies and website analytics
Our website uses cookies and similar technologies. Cookies are small files stored on your device that help a website work and can show how it is used.
We use:
Essential cookies that are needed for the website to function
Analytics cookies through Squarespace Analytics and Google Analytics, which help us understand how the website is used so we can improve it
You can usually manage or disable cookies through your browser settings. Turning off some cookies may affect how the website works.
13. Changes to this policy
We may update this policy from time to time. The current version and its effective date will always appear on our website. Where a change is significant, we will take reasonable steps to make it clear.
14. Contact us
Restored Massage Therapy Monica Herbert. twentynine, 29 High Street, Kyneton, Victoria 3444 Email: hello@restoredmassage.com.au Website: restoredmassage.com.au ABN: 63 141 951 927