Introduction

At Thrive Holistic Centre Pty Ltd, we respect your right to privacy and are committed to protecting your personal information.  We are required to handle your personal information in accordance with the Australian Privacy Principles (the APPs) contained within the Privacy Act 1988 (Cth) (the Act) and other applicable privacy and health records laws, such as the Health Records Act 2001 (Vic).

Please take a moment to read this Privacy Policy, as it describes what happens to your personal information that is collected via our website at https://www.hellothc.au (the Website) or as a result of you accessing and using our services. This Privacy Policy only applies to personal information provided by you and collected by Thrive Holistic Care. Where you are linked by Thrive Holistic Centre to a third-party website and you access goods or services from a third party, this Privacy Policy does not apply to any personal information provided by you to a third party.

Thrive Holistic Centre’s compliance with the APPs comprises:

• a commitment to compliance with the Act and APPs;
• a policy driven, individual and personal approach to privacy;
• the technology systems we use to secure and protect personal information; and
• the training and education we provide to our people in relation to privacy.

We collect and use personal information only to the extent permitted by law, and in particular the Act and the APPs. Our website may from time to time contain hyperlinks to third party Websites that are not managed by us and therefore are not subject to this Privacy Policy.

If you have additional questions or require more information about our Privacy Policy, do not hesitate to contact us through email at clinic@hellothc.au.

What is personal information?

‘Personal information’ referred to in this Privacy Policy consists of any information or opinion that identifies you or that will enable your identity to be reasonably ascertained. Personal information can include your name, contact details such as your residential or postal address, email address, date of birth or your telephone number and information about your health and any medical conditions. The personal information that we collect is primarily related to our services and their use.

Sensitive information is a subset of personal information and includes a person’s health information and includes information about your medicinal cannabis prescriptions and your prescribing doctor. Personal information also includes your credit card details and bank account details and similar information needed to complete the purchase of our services. Unless otherwise specified, a reference to “personal information” in this policy means both personal information and sensitive information.

This Privacy Policy applies to personal information that we obtain from you and otherwise acquire through the Website and in the course of performing the Thrive Holistic Centre services.

Your use of this Website does not reveal your identity. If you wish to register for our personalised services, we will ask you for your name and other personal details. You are solely responsible for the decision as to whether or not to supply Thrive Holistic Centre your personal information. However, if you choose not to provide your personal information, this may affect our ability to provide personalised products and services to you.

By providing personal information and/or continuing to engage with Thrive Holistic Centre, you consent to your personal information being collected, used, and disclosed in accordance with this Privacy Policy.

Collection of information

Each time you visit our Website, our web servers automatically save the name of your browser and operating system, your IP address, your Internet Service Provider, the Website from which you accessed our Website, the webpages you visit while with us and the date and time you spend on our Website. Thrive Holistic Centre servers save this information primarily for the purpose of evaluating anonymous or de-identified data sets for statistical purposes. Personal information may be collected through our Website, telephone enquiries, or adverse reaction reports.

We will try to collect your personal information directly from you unless it is unreasonable or impracticable to do so. We will only collect sensitive information (including health information) with your consent. We collect personal information through various means, including our online forms, email and phone contact and review of your medical records.

Cookies

We may from time to time use cookies. Cookies are small data files which are placed on your computer by web servers when you visit certain Websites. This Website uses cookies to allow us to identify regular visitors and collect information about usage of the Website. Cookies in and of themselves do not personally identify users, although they do identify a user’s browser. Most browsers are set to accept cookies automatically. If you choose to not accept cookies, please note that some parts of the Website may not function properly.

Use of information

Thrive Holistic Centre may use personal information for the primary purpose for which it is collected or for other related purpose that is permitted by law including but not limited to:

• facilitating medical consultations with medical practitioners
• facilitating your receipt of prescription medicine
• maintaining a record of the Thrive Holistic Centre services you acquire
• reviewing product purchase history
• reminding you of repeat prescriptions
• complying with our reporting obligations to relevant regulatory authorities including the Therapeutic Goods Administration.

This information will also be used to monitor, assess and improve our products and services; to provide further information regarding our products or services (including advice provided by a medical practitioner) that you have requested; to provide you with material on our activities and information on our services that may be of interest to you, which you are entitled to opt out of receiving at any time; to notify you of matters that we are required by law to notify you of (e.g. product recalls); monitoring and reviewing our compliance with relevant regulations and codes of conduct; and to generate customer lists for the purposes of market research.

We may use personal information supplied by those who assist us in providing the Thrive Holistic Care services. Sometimes we use other organisations (service providers) to help us provide our services and improve them, including dispensing your orders, delivering them, providing emails or texts so you can track your order, sending letters and marketing material, carrying out market research and helping us to analyse anonymous information about customers.

For one or more of the above purposes, Thrive Holistic Care may disclose your personal information to service providers within Australia, including a dispensing registered pharmacist who will dispense our products under prescription and prescribing doctors, as well as regulatory authorities, within or outside of Australia, as required by law. Our staff and service providers who handle or obtain personal information are subject to obligations of confidentiality and privacy under the Act, any applicable privacy laws and this Privacy Policy.

We may communicate on your behalf with and/or provide information to Services Australia and/or the Department of Veterans’ Affairs, and by accepting these terms and signing the specific consent available that you can find, you thereby authorise us to provide that information to those entities. The purpose of any such communication will be to obtain from them the specific information required to be able to process any concession or rebate to which you may be entitled when purchasing our products. Where we need to share information with our service providers, we agree to provide them with only the minimum amount they need to provide services to us and you.

Protection of information

Our staff and service providers who handle or obtain personal information are subject to obligations of confidentiality and privacy under the Act, any applicable privacy laws and this Privacy Policy.

We secure our physical facilities and employ data security technology. We use encryption to transfer Personal Information and an authentication service for usernames/passwords. Despite this, the security of online transactions and the security of communications sent by electronic means or by post cannot be guaranteed. Thrive Holistic Centre is not liable for any misuse or loss of, or unauthorised access to, Personal Information where the security of information is not within our control.

We use various systems and services to safeguard the personal information we store and use, as part of our business systems and processes. Like many companies, these systems and services may be international in operation and include other companies or entities overseas. They may also be provided by other people and organisations assisting us with services, located both in and outside Australia. When we pass on or share your personal information in this way, we take steps to ensure it is treated in the same way that we would treat it. We do our best to keep records of personal information up to date and accurate and not to keep personal information that is no longer needed. We sometimes must pass on your personal information to third parties for legal or safety reasons or other special circumstances.

Thrive Holistic Centre will not publicly disclose your personal information without your consent. We are not in the business of selling Personal Information. However, we reserve the right to disclose some of your personal information to our affiliates and third-party organisations, who assist us in providing our products and services or hosting/maintaining the solution/Website. We take reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

Thrive Holistic Centre will otherwise only release your personal information to third parties if such disclosure is required by law, including if pursuant to judicial or other government subpoenas, warrants, or orders, or is necessary to protect Thrive Holistic Care’s safety, rights, or property or those of its employees. We take reasonable care to determine that the third parties described above with whom we work and to whom we may provide Personal Information will protect the confidentiality of Personal Information and have systems in place to do so. However, we cannot guarantee that these third parties will in every instance apply the degree of diligence and vigilance in maintaining the confidentiality of Personal Information to the extent that we do. We have appointed a data protection officer to oversee the management of this Privacy Policy, who is assisted by internal and external advisors.

Notifiable Data Breaches

If Thrive Holistic Centre becomes aware that there are reasonable grounds to suspect that there may have been unauthorised access to, or unauthorised disclosure of, your personal information held by Thrive Holistic Centre and the access or disclosure would likely result in serious harm to you (Eligible Data Breach), Thrive Holistic Centre agrees to:

• notify you in writing as soon as possible, which must be no later than within 3 days; and
• unless otherwise directed by you, carry out an assessment in accordance with the requirements of the Act and report the Eligible Data Breach to the Office of the Australian Information Commissioner if required.

Amendments to Privacy Policy

This Privacy Policy was last updated on 7 April 2025. If there will be any updates, amendments, or changes to our Privacy Policy, then these will be posted on this page. We reserve the right to amend this Privacy Policy at any time. Visitors to this Website are responsible for consulting this page on a regular basis to inform themselves of any amendments that may have been made. The amended Privacy Policy will apply between us whether or not we have given you specific notice of any change.

Opt-out

You may opt to not have us collect and/or process their Personal Information. This may prevent us from offering them some or all of our services and may terminate their access to some or all of the services they access with or through us.

Personal Information Access and Correction

You have a right to access your personal information that we hold, with some exceptions as allowed by law, which you can do by emailing clinic@hellothc.au. We reserve the right to charge a reasonable fee for the provision of this information. We recommend that, if there are any errors in your personal information, you let us know, and we will take reasonable steps to update it.

We may be required to delete or remove Personal Information such as where you request us to do so (in which case we may not be able to provide you our services) or if the processing of the Personal Information breaches the APPs or the Act.

Your Account

If you use the Thrive Holistic Centre, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Consent

By using our Website, you hereby consent to our Privacy Policy and agree to its Terms and Conditions.