Privacy Policy

Our Commitment to Privacy

This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you interact with our website or access our services.

Throughout this policy, “we”, “our” and “us” refer to Lily Pond Hydration, and “you” and “your” refer to individuals whose personal information we collect.

1. About Us

Lily Pond Hydration is an Australian-owned IV infusion service based on the Gold Coast, Queensland.

We provide individually assessed IV infusion services delivered by qualified healthcare professionals, with an emphasis on patient safety, personalised care and clear communication.

All treatments are subject to an appropriate clinical assessment and prescription where required.

2. What Personal Information Do We Collect?

We collect personal information reasonably necessary to provide our services safely, appropriately and professionally.

This may include:

• Full name, date of birth and contact details.
• Residential address and emergency contact information.
• Relevant medical history, current medications, allergies and existing medical conditions.
• Information provided through health questionnaires and clinical assessments.
• Relevant pathology results, medical reports and referrals.
• Prescriptions and treatment authorisations.
• Consent forms and treatment preferences.
• Clinical notes, treatment records and relevant observations.
• Payment and transaction information.
• Communications and enquiries relating to our services.

Health information is considered sensitive information under Australian privacy legislation and is handled with particular care.

We will generally obtain your consent before collecting sensitive health information, unless collection is otherwise permitted or required by law.

3. How Do We Collect Your Personal Information?

We may collect personal information when you:

• Visit or interact with our website.
• Contact us by telephone, email or online enquiry.
• Complete a health questionnaire or consent form.
• Request or receive an IV infusion service.
• Communicate with our healthcare professionals.
• Provide medical records, prescriptions or other relevant documentation.
• Interact with our social media pages.

Where appropriate and with your consent, we may also collect relevant information from your general practitioner, specialist, prescribing doctor, pharmacist or other healthcare professional involved in your care.

We aim to collect information directly from you wherever reasonably practicable.

4. Why Do We Collect and Use Your Personal Information?

We collect and use personal information for purposes including:

• Responding to enquiries and arranging appointments.
• Conducting clinical assessments and determining treatment suitability.
• Obtaining and documenting informed consent.
• Facilitating medical reviews and prescriptions.
• Providing and documenting IV infusion services.
• Monitoring and maintaining patient safety.
• Communicating with prescribing doctors, pharmacists and other relevant healthcare professionals.
• Maintaining accurate and complete clinical records.
• Processing payments and managing business administration.
• Meeting professional, regulatory and legal obligations.
• Responding to questions, feedback and complaints.

We will not use your sensitive health information for unrelated purposes without your consent unless otherwise permitted or required by law.

5. How Do We Store and Protect Your Information?

Lily Pond Hydration uses Halaxy, a healthcare practice management platform, to manage and maintain patient records.

Information stored in Halaxy may include:

• Patient identification and contact details.
• Medical histories and clinical questionnaires.
• Clinical assessments and treatment notes.
• Prescriptions and relevant medical documentation.
• Consent forms.
• Treatment records and other relevant healthcare information.

Access to patient information is restricted to authorised individuals who require access for legitimate clinical or administrative purposes.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These measures may include appropriate access controls, secure account management, staff confidentiality obligations and the use of healthcare information systems.

Although we take reasonable precautions to protect your information, no electronic communication or storage system can be guaranteed to be completely secure.

6. Sharing Information With Prescribing Doctors and Pharmacies

To provide our services safely and appropriately, Lily Pond Hydration may need to share relevant personal and medical information with authorised prescribing doctors and dispensing or compounding pharmacies.

Information shared may include:

• Patient identification details.
• Relevant medical history and medications.
• Allergies and contraindications.
• Clinical assessment findings.
• Pathology results where clinically relevant.
• Information required for prescription assessment and dispensing.

Information is shared only where reasonably necessary for the provision of healthcare, with appropriate consent or another lawful basis.

Prescribing practitioners remain responsible for their independent clinical assessments and prescribing decisions.

7. Who Else May We Disclose Your Personal Information To?

Where reasonably necessary and legally permitted, we may disclose personal information to:

• Healthcare professionals involved in your care.
• Authorised prescribing doctors and pharmacists.
• Healthcare software and technology providers, including Halaxy.
• Professional advisers, insurers and relevant service providers.
• Regulatory authorities or government agencies where disclosure is legally required or authorised.

We do not sell your personal or health information to third parties.

We may disclose information where necessary to comply with applicable laws, lawful requests or professional obligations.

8. Website Information and Cookies

When you visit our website, certain technical information may be collected automatically, including:

• Internet Protocol (IP) address.
• Browser and device information.
• Pages visited.
• Website usage and interaction information.

Our website may use cookies and similar technologies to support website functionality, improve user experience and understand website traffic.

You can manage or disable cookies through your browser settings, although some website functions may be affected.

Where third-party analytics services are used, information may also be processed in accordance with those providers’ privacy policies.

We recommend avoiding the submission of detailed or sensitive medical information through general website enquiry forms unless a secure collection method has been provided.

9. Email and Electronic Communications

Lily Pond Hydration may communicate with patients, prescribing practitioners and other healthcare professionals electronically where appropriate.

Electronic communications may include appointment information, clinical documentation, prescriptions and other information relevant to the provision of healthcare.

We take reasonable steps to protect information transmitted electronically and to limit disclosure to appropriate recipients.

However, electronic communication carries inherent privacy and security risks.

Where appropriate, secure healthcare systems or other suitable methods of communication will be used for sensitive information.

10. Direct Marketing

Lily Pond Hydration may provide information about our services, updates or promotions where permitted by applicable privacy and marketing laws.

We will obtain consent where required and provide an opportunity to opt out of marketing communications.

You may withdraw your consent to receive marketing communications at any time by contacting us or using an unsubscribe option where available.

We do not use sensitive health information for direct marketing without the consent required by law.

Opting out of marketing communications will not prevent us from contacting you regarding appointments, treatment or other necessary clinical and administrative matters.

11. Disclosure and Storage of Information Overseas

Some third-party technology and cloud service providers may process, access or store information outside Australia.

This may include services used for website hosting, email communications or business administration.

Where overseas disclosure occurs, Lily Pond Hydration will take reasonable steps to comply with applicable Australian privacy requirements, including obligations relating to overseas recipients.

We do not assume that information stored through an Australian-based service will necessarily remain exclusively within Australia.

Further information about relevant third-party providers may be requested using the contact details below.

12. Can You Remain Anonymous?

You may contact Lily Pond Hydration anonymously or use a pseudonym when making general enquiries, where practical and lawful.

However, accurate personal identification and relevant medical information are required before healthcare services can be provided.

This is necessary for appropriate clinical assessment, prescribing, patient safety and medical record keeping.

13. How Long Do We Keep Your Information?

Lily Pond Hydration retains medical and personal information for the periods required by applicable legislation and professional record-keeping obligations.

Clinical records will generally be retained for at least seven years following the last patient interaction, or longer where required by law or relevant professional obligations.

Different retention requirements may apply to records involving children or other circumstances.

When information is no longer required and there is no legal obligation to retain it, we will take reasonable steps to securely destroy or permanently de-identify the information.

14. Accessing or Correcting Your Personal Information

You may request access to personal information held about you by Lily Pond Hydration.

You may also request corrections if you believe your information is inaccurate, incomplete, outdated, irrelevant or misleading.

Requests can be made using the contact details at the end of this policy.

We may need to verify your identity before providing access to sensitive information.

We will respond to requests within a reasonable timeframe and may refuse access or correction only where permitted or required by law.

15. Third-Party Websites and Payment Providers

Our website may contain links to third-party websites or services.

Lily Pond Hydration is not responsible for the privacy practices, security or content of external websites.

We encourage you to review the privacy policies of any third-party services you access.

Where payments are processed through an external payment provider, relevant payment information will be handled in accordance with that provider’s applicable privacy and security practices.

16. Privacy Complaints and Concerns

If you have questions or concerns regarding the handling of your personal or health information, please contact Lily Pond Hydration.

We take privacy concerns seriously and will review complaints in a fair and timely manner.

If you are dissatisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner

Website: www.oaic.gov.au
Telephone: 1300 363 992

17. Changes to This Privacy Policy

Lily Pond Hydration may update this Privacy Policy from time to time to reflect changes in legislation, business practices, technology or service delivery.

The most current version will be available on our website, together with its last updated date.

18. Contact Us

For questions, privacy enquiries, requests for access or correction, or complaints relating to personal information, please contact:

Lily Pond Hydration
ABN: 11 710 886 055
Location: Gold Coast, Queensland, Australia
Email: info@lilypondhydration.com.au

Last updated: 23 October 2026