Privacy Policy

This policy applies to Velour Skin and Body Clinic and to this website, our online booking system and our online shop. By using our services you agree to the handling of your information as described here.

We collect only what we need to care for you and run the clinic:

• Contact and identity details — your name, email address, phone number and, where relevant, your billing details.
• Health information — skin and medical history, medications, allergies, treatment records, consent forms and clinical photographs. Health information is “sensitive information” under the APPs and we collect it only with your consent and only where it is reasonably necessary for your treatment.
• Booking and purchase records — appointments, deposits, payments, refunds and product orders.
• Enquiries — anything you send us through the contact form or by email.
• Technical information — basic device and usage data collected by our hosting provider to keep the site secure and working.

To assess your suitability for a treatment, to deliver that treatment safely, to manage bookings and payments, to send appointment confirmations and reminders, to answer your enquiries, to meet our record-keeping and health obligations, and — only if you have opted in — to send you clinic news. You can unsubscribe from marketing at any time; that does not affect appointment-related messages.

Your information is stored in our clinic management database (hosted by Supabase) with access limited to authorised staff on a need-to-know basis, protected by individual logins and row-level access rules. We use a small number of trusted service providers:

• Supabase — database and file storage for clinic records.
• Stripe — online card payments. Card numbers are entered directly with Stripe and are never stored on our systems.
• Resend — sending booking confirmations, reminders and receipts by email.

Some of these providers may store or process data outside Australia. We take reasonable steps to ensure they handle your information consistently with the APPs. We do not sell your information, and we do not disclose health information to anyone else without your consent unless we are required or permitted to by law.

Clinical records — including consent forms and treatment photographs — are kept for at least seven years from your last visit, and for patients under 18 until they turn 25, in line with Australian health record requirements. Financial records are kept as required by tax law. Information we no longer need is securely destroyed or de-identified.

You can ask for a copy of the information we hold about you, ask us to correct anything that is wrong, or withdraw consent for future use of your clinical photographs. Contact us using the details below — we may need to verify your identity, and we will respond within 30 days.

If you believe we have mishandled your information, please contact the clinic first so we can put it right. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

See also our Terms and Cancellation Policy.