Privacy Policy - Lon Retreat & Spa

Effective Date: 1/11/25
Last Updated:1/11/25

At Lon Retreat & Spa, we are committed to protecting your privacy and handling your personal information with care and respect. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our premises, use our services, or interact with our website.

1. Information We Collect Personal Information

When you book treatments, purchase products, or interact with our services, we may collect:

• Name and contact details (email, phone number, address)
• Date of birth
• Payment and billing information
• Booking and appointment history
• Gift voucher details

Health Information

To provide safe and effective treatments, we collect:

• Medical history and health conditions
• Allergies and sensitivities
• Medications and supplements
• Pregnancy information
• Skin concerns and treatment preferences
• Treatment notes and therapist observations

Technical Information

When you visit our website, we may automatically collect:

• IP address and browser type
• Device information
• Pages visited and time spent on site
• Cookies and similar tracking technologies

2. How We Use Your Information

We use your information to:

• Provide Services: Book appointments, deliver treatments, and personalize your spa experience
• Health & Safety: Ensure treatments are safe and appropriate for your individual needs
• Communication: Send booking confirmations, appointment reminders, and respond to inquiries
• Payment Processing: Process transactions and maintain billing records
• Marketing: With your consent, send promotional offers, newsletters, and updates about our services
• Legal Compliance: Meet our legal and regulatory obligations
• Improvement: Analyze and improve our services, website, and customer experience

3. Legal Basis for Processing (Australian Privacy Principles)

We process your personal information based on:

• Consent: You have given explicit consent for specific purposes
• Contract: Processing is necessary to fulfill our service obligations to you
• Legal Obligation: We must comply with Australian privacy laws and health regulations
• Legitimate Interests: Processing is necessary for our business operations while respecting your privacy rights

4. How We Share Your Information

We do not sell your personal information. We may share your information with:

• Service Providers: Payment processors, booking systems (Trybe), email service providers, and IT support who help us operate our business
• Accommodation Partners: If you are a Lon Retreat accommodation guest, we may share relevant booking information with our accommodation team
• Legal Requirements: Government authorities, law enforcement, or legal representatives when required by law
• Business Transfers: In the event of a merger, acquisition, or sale of assets

All third parties are required to protect your information and use it only for the purposes we specify.

5. Data Security

We implement appropriate technical and organizational security measures to protect your personal information, including:

• Secure encrypted payment processing
• Restricted access to personal information (staff on a need-to-know basis)
• Regular security assessments
• Secure storage of physical and digital records
• Staff training on privacy and confidentiality

However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

6. Data Retention

We retain your personal information for as long as necessary to:

• Fulfill the purposes outlined in this policy
• Comply with legal, accounting, or regulatory requirements
• Resolve disputes and enforce our agreements

Health records are retained for a minimum of 7 years in accordance with Australian health regulations.

Marketing data is retained until you withdraw consent or request deletion.

7. Your Privacy Rights

Under Australian Privacy Law, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal retention requirements)
• Opt-Out: Unsubscribe from marketing communications at any time
• Restrict Processing: Request limitation on how we use your information
• Data Portability: Receive your information in a portable format
• Withdraw Consent: Withdraw consent for processing based on consent (does not affect previous processing)
• Complain: Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

To exercise any of these rights, please contact us using the details below.

8. Marketing Communications

With your consent, we may send you:

• Promotional offers and special packages
• Wellness tips and educational content
• Updates about new treatments and products
• Event invitations

You can opt-out of marketing communications at any time by:

• Clicking "unsubscribe" in any email
• Contacting us directly
• Updating your preferences in your account

You will continue to receive transactional communications (booking confirmations, appointment reminders) necessary for our service.

9. Cookies and Tracking Technologies

Our website uses cookies to:

• Remember your preferences and settings
• Analyze website traffic and usage patterns
• Improve website functionality and user experience
• Deliver relevant advertising (with your consent)

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

11. Children's Privacy

Our services are intended for individuals aged 16 and over. We do not knowingly collect personal information from children under 16 without parental consent. The Clean Teen Facial (ages 14-20) requires parental consent for minors under 18.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by:

• Posting the updated policy on our website
• Updating the "Last Updated" date
• Sending email notification for material changes (if you have opted in to communications)

Your continued use of our services after changes constitutes acceptance of the updated policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us:

Lon Retreat & Spa

25 Gill Road, Point Lonsdale, Victoria 3225
Email: jade@lonretreat.com.au
Phone: 03 5258 2990 or 0418 510 568

Privacy Officer: Claire and Robert Gemes - Directors Lon Retreat and Spa

14. Complaints

If you believe we have breached your privacy rights, please contact us first so we can address your concerns. If you are not satisfied with our response, you may lodge a complaint with:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

By using our services, making a booking, or signing up for membership, you acknowledge that you have read, understood, and agree to this Privacy Policy.