Privacy Policy

MARA.H Skin & Aesthetics (ABN 85 610 347 718) (“MARA.H”, “we”, “us”, “our”) is committed to protecting your privacy. This policy explains how we collect, use, store and disclose your personal information, including health information, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable New South Wales health records legislation.

By using our website (marah.au), booking an appointment, or attending our clinic at Level 2, 12 Thomas Street, Chatswood NSW 2067, you consent to the practices described in this policy.

1. What Information We Collect

Depending on your interaction with us, we may collect:

• Identity and contact details — your name, phone number, email address, date of birth, and emergency contact.
• Health information — medical history, current medications, allergies, skin conditions, previous treatments, pregnancy or breastfeeding status, and other information relevant to assessing your suitability for treatment. Health information is classified as sensitive information under the Privacy Act and is collected only with your consent.
• Clinical records — treatment notes, consent forms, and clinical photographs taken before, during and after treatment for your medical record. Clinical photographs are not used in marketing without your separate, explicit written consent.
• Payment information — processed securely through our booking and payment providers; we do not store full card numbers on our own systems.
• Website data — device and browser information, pages visited, and cookies, collected through standard analytics tools.

2. How We Collect It

We collect information directly from you when you complete a consultation or intake form, book through our online booking platform (Fresha), contact us by phone, email, social media or messaging platforms, or attend an appointment. Website data is collected automatically through cookies and analytics tools when you browse marah.au.

3. Why We Collect It

We collect and use your information to:

• Assess your suitability for treatments and provide safe, appropriate clinical care;
• Maintain accurate clinical records as required by law and professional standards;
• Manage bookings, reminders, payments and follow-up care;
• Respond to your enquiries;
• Send you service updates or marketing communications, where you have opted in — you may unsubscribe at any time;
• Improve our website and services through aggregated, non-identifying analytics;
• Comply with our legal and regulatory obligations.

4. Who We Share It With

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

• Our clinical team — practitioners and staff within MARA.H involved in your care;
• Service providers — including our booking and payment platform (Fresha), website hosting, and IT support providers, strictly for the purpose of operating our services;
• Your other health providers — only with your consent, or where required for your safety;
• Regulators and authorities — where required or authorised by law.

Some of our service providers (such as our booking platform) may store data on servers located outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.

5. How We Store and Protect It

Your information is stored in secured electronic systems with access controls limited to authorised staff. Clinical records are retained for the period required by law — generally at least 7 years from your last treatment, or in the case of clients under 18, until they reach 25 years of age — after which they are securely destroyed or de-identified.

6. Cookies and Analytics

Our website uses cookies and analytics services to understand how visitors use our site and to improve user experience. This data is aggregated and does not personally identify you. You can disable cookies in your browser settings; some site features may not function fully as a result.

7. Access, Correction and Complaints

You may request access to, or correction of, the personal information we hold about you at any time by contacting us using the details below. We will respond within a reasonable period. If you have a privacy concern or complaint, please contact us first and we will work to resolve it. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

8. Contact Us

MARA.H Skin & Aesthetics
Level 2, 12 Thomas Street, Chatswood NSW 2067
Phone: +61 468 358 861
Email: marah_beauty@outlook.com
Hours: Tuesday to Saturday, 10:00 AM – 6:00 PM

9. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be published on this page with its last updated date. Continued use of our website or services after an update constitutes acceptance of the revised policy.

10. Messaging Channels (WhatsApp, WeChat and Similar Services)

We offer messaging services such as WhatsApp and WeChat as a convenient way to contact our clinic. If you choose to message us, the following applies.

What we collect

When you message us we may collect your name, phone number, profile name, appointment details, and any information you choose to share with us — including information about your skin, medical history, medications or allergies. Information about your health is “sensitive information” under the Privacy Act 1988 (Cth). By choosing to send us this information, you consent to us collecting and using it for the purposes described below. You are not required to share health information over messaging, and you may instead discuss it in person at your consultation.

How we use it

We use messages to respond to your enquiry, arrange or change appointments, provide general aftercare guidance, and maintain a record of our communication with you. We do not use your messages for marketing unless you have separately opted in.

Third-party platforms

WhatsApp is operated by Meta Platforms, Inc. and WeChat by Tencent Holdings Limited. Messages sent through these services are handled on their infrastructure and are subject to their own privacy policies and terms, which we do not control. While message content may be encrypted in transit, these providers may collect metadata such as phone numbers and timing of messages, and may store data outside Australia. Please do not send us information you would prefer not to be handled by a third-party platform — you are always welcome to call us on 0468 358 861 or raise it in person.

Automated replies

We use automated greeting and away messages, and may in future use automated or AI-assisted replies to answer common questions such as opening hours, location and booking links. Automated replies are clearly identified and are not clinical advice. A member of our team reviews and responds to anything beyond general information.

Not for clinical advice or emergencies

Messaging is not a substitute for consultation. We cannot assess your suitability for any treatment, diagnose a condition, or provide treatment advice over messaging. Messages are monitored only during clinic hours (Tue–Sat, 10am–6pm). If you are experiencing an adverse reaction, severe pain, or any medical emergency, do not message us — call the clinic on 0468 358 861, contact your GP, or call 000.

Storage and retention

Messages are stored within the messaging app and on clinic-controlled devices, and access is limited to authorised team members. Where a message contains clinical information, we transfer the relevant details to your clinical record, which is retained in accordance with the Health Records and Information Privacy Act 2002 (NSW) — generally for seven years from your last service, or until you turn 25 if you were under 18 at the time. General enquiry messages that do not form part of a clinical record are deleted when no longer needed.

Access, correction and complaints

You may request access to, or correction of, the personal information we hold about you, or ask us to stop contacting you via messaging, by emailing marah_beauty@outlook.com. If you are not satisfied with how we have handled your personal information, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

11. Cookies

This site sets cookies in three categories.

Essential cookies are required for the site to function and are always active. They do not identify you personally.

Analytics cookies (Google Analytics) tell us which pages are visited and how people move through the site. They are set only if you accept.

Advertising cookies (Google Ads) let us measure whether our advertising reaches the right audience. They are set only if you accept.

You can accept or decline analytics and advertising cookies when you first visit, and change your choice at any time using the link in the footer. Declining does not affect your ability to use the site or to book an appointment.