REFUND POLICY

1. Purpose and Scope

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OURA Health Care Pty Ltd trading as Medicosmetics Clinic (referred to as "Medicosmetics", "the Clinic", "we", "our" or "us") is committed to protecting the privacy, confidentiality and security of personal information, including sensitive health information, collected in connection with our clinical services and business operations.

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This Privacy Policy outlines how we collect, hold, use, disclose, store and manage personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), applicable health records legislation and other relevant Australian laws.

This Policy applies to patients, prospective patients, website visitors, individuals making enquiries and other persons whose personal information is handled by the Clinic.

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2. Personal Information We Collect

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Depending on the nature of our interactions, we may collect:

• Full name, date of birth, address and contact details.

• Identification and identity verification information.

• Appointment details, correspondence and booking history.

• Medical history, current and previous health conditions, allergies and medications.

• Clinical assessment findings, diagnoses, treatment plans and procedural records.

• Prescription, medication administration and prescribing information.

• Clinical photographs, videos and treatment progress documentation.

• Informed consent forms and clinical declarations.

• Billing, payment and transaction information.

• Website usage information, cookies and technical information.
   

Health information is classified as sensitive information under Australian privacy legislation and is subject to additional protections.
 

3. Collection of Information
 

We collect information directly from individuals through consultations, patient intake forms, booking systems, telephone conversations, electronic communications and our website.
 

Where reasonably necessary and legally permitted, information may also be obtained from referring practitioners, authorised healthcare professionals, legal representatives, parents or guardians, or other appropriate sources.

We generally collect sensitive health information with the individual's consent unless an applicable legal exception permits or requires collection without consent.
 

Patients may make general enquiries anonymously or under a pseudonym where practicable. Identification is ordinarily required when providing clinical services to ensure patient safety, accurate medical records and compliance with legal obligations.
 

4. Purpose of Collection and Use

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Personal information may be used to:

1. Assess clinical suitability and identify contraindications.

2. Deliver safe, appropriate and individualised healthcare services.

3. Obtain informed consent and document clinical decisions.

4. Prescribe, administer or facilitate access to medications where lawfully authorised.

5. Maintain accurate clinical records.

6. Communicate appointment details, treatment instructions and follow-up requirements.

7. Coordinate treatment with authorised healthcare professionals.

8. Manage payments, accounts and business administration.

9. Investigate clinical incidents, complaints or adverse outcomes.

10. Comply with professional, regulatory and legal obligations.
     

We will not use sensitive health information for unrelated purposes unless the individual has consented or the use is otherwise permitted by law.
 

5. Disclosure to Third Parties
 

Personal and health information may be disclosed where reasonably necessary and legally authorised to:

• Treating medical practitioners, authorised prescribers, nurses and other healthcare professionals.

• Pathology providers, pharmacies and other relevant clinical services.

• Secure practice management, booking, communication and information technology providers.

• Professional indemnity insurers, legal advisers and auditors.

• Regulatory authorities, courts or government agencies where required or authorised by law.

• Emergency services or other appropriate parties where necessary to respond to a serious threat and disclosure is legally permitted.

Service providers handling information on our behalf are expected to maintain appropriate confidentiality and security safeguards.
 

We do not sell patient medical records or sensitive health information.
 

6. Clinical Photography and Video
 

Clinical photographs and videos may be obtained where clinically appropriate for assessment, treatment planning, medical documentation, progress monitoring or continuity of care.
 

Clinical photography forming part of a patient's medical record is separate from photography intended for advertising, social media, education or promotional publication.
 

No identifiable patient photographs, videos or clinical information will be published for marketing purposes without separate, informed and appropriately documented consent.

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Patients may decline optional promotional photography without affecting their eligibility for treatment.

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Consent for promotional use may be withdrawn for future use by contacting the Clinic. Withdrawal may not enable the Clinic to retrieve material already lawfully distributed or published, although reasonable steps will be taken where practicable.
 

7. Storage and Information Security
 

We take reasonable technical, administrative and physical measures to protect personal information against misuse, interference, loss, unauthorised access, modification and disclosure.
 

Such measures may include controlled access, password protection, secure electronic systems, staff confidentiality requirements and appropriate record management procedures.

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While reasonable safeguards are implemented, no electronic transmission or storage system can be guaranteed to be entirely free from security risks.
 

8. Medical Record Retention
 

Clinical records are retained for the periods required by applicable legislation, professional standards and lawful recordkeeping obligations.

Records may be retained beyond the minimum period where reasonably necessary for ongoing care, legal proceedings, regulatory requirements or other lawful purposes.
 

When information is no longer required and no retention obligation applies, we will take reasonable steps to securely destroy or de-identify it.
 

9. Overseas Disclosure and Cloud Services
 

The Clinic may use third-party technology providers that store or process information using cloud-based infrastructure.

Where personal information is disclosed to an overseas recipient, we will comply with applicable Australian Privacy Principle requirements, including taking reasonable steps to ensure appropriate privacy protections where required.

The countries in which information may be processed will depend on the service providers engaged by the Clinic and their infrastructure arrangements.
 

10. Website Cookies and Analytics
 

Our website may use cookies and similar technologies to support functionality, security, performance monitoring and website analytics.

Visitors may manage certain cookie preferences through their browser settings and any available website consent controls.

Where legally required, consent will be obtained before using technologies for purposes that require it.
 

11. Direct Marketing
 

We may communicate with patients and other individuals about clinic information, services, promotions and relevant updates where permitted by applicable privacy and electronic marketing laws.

Marketing communications will provide an appropriate method of opting out.
 

Sensitive health information will not be used for direct marketing without the consent or other lawful basis required by applicable legislation.
 

12. Access to and Correction of Information
 

Individuals may request access to personal information held about them or request correction of information that is inaccurate, incomplete, outdated, irrelevant or misleading.
 

Requests should be directed to admin@medicosmetics.com.au.

We may require reasonable identity verification before releasing personal or clinical records.

Requests will be assessed in accordance with applicable legislation. Access may be refused or limited only where lawful grounds exist.

Where permitted by law, reasonable administrative charges may apply to the provision of records. Individuals will be informed of applicable charges in advance.
 

13. Data Breaches
 

Where a suspected privacy or data security incident occurs, the Clinic will assess and respond to the incident in accordance with applicable legislation.

Where the incident meets the requirements of the Notifiable Data Breaches scheme, affected individuals and the Office of the Australian Information Commissioner will be notified as required by law.
 

14. Privacy Complaints
 

Individuals who believe their personal information has been handled inappropriately may submit a written complaint to the Clinic.

We will acknowledge, investigate and respond to complaints within a reasonable timeframe.

If a complaint remains unresolved, an individual may contact the Office of the Australian Information Commissioner (OAIC) through www.oaic.gov.au.
 

15. Changes to This Policy
 

We may amend this Privacy Policy periodically to reflect legislative changes, operational developments or improvements to our privacy practices.
 

The current version will be published on our website.
 

16. Contact Details
 

OURA Health Care Pty Ltd trading as Medicosmetics Clinic
ABN 72 694 897 151

Level 1, 409 Magill Road
St Morris SA 5068

Email: admin@medicosmetics.com.au
Phone: 0403 084 050
 

Privacy enquiries and complaints: admin@medicosmetics.com.au