Privacy Policy

 

Effective date: 22 October 2026
Version: 2.0 — October 2026

1. Introduction

Thrive Recovery is committed to protecting the privacy and confidentiality of personal information collected from customers, members, website visitors and other individuals who interact with our business.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information, including sensitive health information.

We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles where applicable, and relevant Victorian health privacy legislation.

2. Information We Collect

Depending on how you interact with Thrive Recovery, we may collect:

Personal information

• Full name
• Contact details, including email address and phone number
• Date of birth or age, where required
• Booking and attendance information
• Membership details and purchase history
• Communications and enquiries

Health and sensitive information

• Responses to our Health Screening Questionnaire
• Relevant medical conditions, injuries and health history
• Medications and other health-related information voluntarily disclosed
• Information relevant to assessing suitability for particular services
• Health or safety concerns reported during a visit
• Incident and injury records where applicable

Payment and transaction information

• Payment and transaction records
• Membership billing information
• Payment status and purchase history

Payment card details may be handled by our authorised payment providers rather than stored directly by Thrive Recovery.

3. How We Collect Information

We collect personal information through several channels.

Website Health Screening Questionnaire

Customers complete a Health Screening Questionnaire through our website.

When submitted, questionnaire responses are delivered to Thrive Recovery’s business email inbox.

The questionnaire may contain sensitive health information. This information is used to assist with customer safety screening and service eligibility.

Momence Booking and Membership Platform

We use Momence to administer bookings, memberships and customer accounts.

Customers also complete and sign a participation waiver through Momence.

Information recorded through Momence may include customer contact details, booking history, membership information and signed waiver records.

Direct Communications

We may collect information when customers contact us by email, telephone, website enquiry or in person.

During Visits

Staff may record relevant service, safety or incident information where reasonably necessary for operating our facility.

4. Why We Collect and Use Information

We collect and use personal information for purposes including:

• Managing bookings and memberships.
• Processing payments and transactions.
• Responding to customer enquiries.
• Assessing suitability for recovery and wellness services.
• Identifying potential health and safety risks.
• Verifying completion of required waivers and screening.
• Managing incidents and safety concerns.
• Maintaining appropriate business and customer records.
• Meeting applicable legal and regulatory obligations.
• Communicating important booking, membership and service information.

We do not use sensitive health information for unrelated marketing purposes without appropriate consent or another lawful basis.

5. Collection of Sensitive Health Information

Thrive Recovery recognises that health information is sensitive personal information.

We seek appropriate consent to collect health information through our Health Screening Questionnaire.

Customers are informed that the information is requested to assist with service eligibility and safety screening.

Only information reasonably necessary for these purposes should be requested.

Where a customer chooses not to provide information necessary for safe participation, Thrive Recovery may be unable to provide the relevant service.

Completing a questionnaire or signing a waiver does not automatically establish that a customer is suitable to participate in every service.

6. Disclosure of Personal Information

Thrive Recovery may disclose personal information to authorised third parties where reasonably necessary for business operations or where required or permitted by law.

These may include:

• Momence and associated booking or membership service providers.
• Payment processing providers.
• Website hosting and form-processing providers.
• Business email and technology service providers.
• Professional advisers and insurers where appropriate.
• Emergency services or relevant authorities where necessary or legally required.

We seek to limit disclosures to information reasonably necessary for the relevant purpose.

We do not sell customer health information to advertisers or unrelated third parties.

7. Storage and Security

Thrive Recovery takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Personal information may be stored in systems including:

• Our business email account, which receives Health Screening Questionnaire submissions.
• Momence, which manages bookings, memberships and signed waivers.
• Approved business records and incident reporting systems.
• Website and technology systems where information is processed or temporarily stored.

Security measures may include restricted staff access, account authentication, appropriate access permissions and secure handling procedures.

Access to sensitive health information is limited to personnel who require it for legitimate operational or safety purposes.

No electronic storage or transmission method is completely risk-free.

8. Overseas Processing and Disclosure

Some technology providers used by Thrive Recovery may process or store information outside Australia.

Where overseas disclosure occurs, Thrive Recovery will address applicable privacy requirements and take reasonable steps to protect personal information.

Further information about relevant providers and their processing arrangements may be requested using the contact details below.

9. Access and Correction

Customers may request access to personal information held about them or ask for inaccurate information to be corrected.

Requests should be directed to Thrive Recovery using the contact details below.

We may need to verify identity before providing access to sensitive records.

Requests will be handled in accordance with applicable privacy laws.

10. Retention and Disposal

Thrive Recovery retains personal information for as long as reasonably necessary for the purposes for which it was collected, including relevant safety, operational, legal and recordkeeping requirements.

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

Health screening and incident records may be subject to additional retention requirements.

11. Marketing Communications

Thrive Recovery may send promotional communications where permitted by law and consistent with applicable consent requirements.

Customers may opt out of marketing communications using the unsubscribe mechanism provided or by contacting us.

Opting out of marketing does not prevent us from sending essential booking, payment or membership notices.

12. Privacy Complaints

Customers who have concerns about how their personal information has been handled may contact Thrive Recovery.

We will review privacy complaints and respond within a reasonable timeframe.

Where applicable, individuals may also contact the Office of the Australian Information Commissioner or another relevant privacy regulator.

13. Changes to This Policy

We may update this Privacy Policy to reflect changes in our operations, technology systems or legal obligations.

The current version will be made available through our website.

14. Contact

Thrive Recovery Echuca
Victoria, Australia
Website: www.thriverecoveryechuca.com.au
Email: info@thriverecoveryechuca.com.au