Privacy Policy
Last updated: 29 December 2025
Solace respects your privacy and is committed to protecting your personal information.
This policy explains what information we collect, why we collect it, how it is stored, and when it may be shared.
In this policy, “personal information” includes information that identifies you.
“Health information” includes your medical history, symptoms, medications, and treatment notes.
1) WHAT INFORMATION WE COLLECT
We may collect the following:
• Identity and contact details
Name, phone number, email, address, date of birth.
• Appointment information
Booking history, attendance, preferences, session timing.
• Health and intake information
Medical history, medications, relevant symptoms, contraindications, pregnancy status, recent procedures, injuries, and areas of concern.
• Treatment notes
Session observations, treatment provided, modifications, consent notes, aftercare recommendations.
• Payment information
Payments, deposits, invoices or receipts.
(Note: payment processing is handled by secure third-party providers; we do not store full card details.)
2) HOW WE COLLECT INFORMATION
We collect information when you:
• submit an intake form
• book online
• contact us by email, phone, SMS, or website form
• attend an appointment and share relevant details verbally
3) WHY WE COLLECT INFORMATION
We collect and use your information to:
• provide safe, appropriate treatment
• identify contraindications and tailor treatment to your needs
• obtain and document informed consent
• maintain accurate treatment records and continuity of care
• manage bookings, deposits, and communication
• meet legal, professional, and insurance requirements
• respond to feedback or complaints
4) WHERE YOUR INFORMATION IS STORED
Solace Healing uses Cliniko, a reputable and widely used practice management system designed specifically for allied health and healthcare providers. Cliniko is trusted by thousands of practitioners and clinics and is built to meet high standards of data security, privacy, and professional compliance.
Client records and booking information are stored securely within Cliniko’s encrypted systems, with robust safeguards in place to protect confidentiality, data integrity, and access control. Cliniko maintains secure servers and regular backups in accordance with healthcare industry best practice.
Solace Healing does not store client health information locally outside of this secure system unless required for professional or legal reasons. Access to client records is restricted to authorised personnel only.
5) WHEN WE SHARE INFORMATION (AND WHEN WE DON’T)
We do not sell your information.
We only share your information in the following circumstances:
• With your written consent
For example, if you request that we share information with another practitioner.
• When required by law
For example, where disclosure is legally compelled.
• To prevent serious and imminent harm
If disclosure is necessary to prevent a serious threat to your life, health, or safety, or to the public.
6) HOW LONG WE KEEP RECORDS
We keep health records for at least 7 years.
If you were under 18 at the time of service, records may be retained until you are 25.
(These timeframes exist for legal, safety, and professional accountability reasons.)
7) ACCESSING OR CORRECTING YOUR INFORMATION
You may request access to your records, and you may request corrections if something is inaccurate.
Requests can be made by emailing:
hello@solacesynergy.com.au
We aim to respond without unreasonable delay.
8) MARKETING COMMUNICATIONS
If you subscribe to our emails, you can unsubscribe at any time via the link in the email or by contacting us directly.
We do not add clients to marketing lists without a clear opt-in.
9) QUESTIONS OR PRIVACY CONCERNS
If you have questions, concerns, or wish to make a privacy complaint, contact:
Solace Synergy
Email: hello@solacesynergy.com.au
Phone: 0418 599 908