Privacy Policy

Last updated: 24 September 2026

About this policy

Cellevate Pty Ltd (Cellevate, we, us or our) provides mobile health and wellness services across South East Melbourne and West Gippsland. We respect your privacy and handle personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

Information we collect

Depending on how you interact with us, we may collect:

• identity and contact information, such as your name, date of birth, phone number and email address;

• appointment, enquiry and communication details;

• health information relevant to assessing suitability and providing care, including health history, medicines, allergies, symptoms, test results, referrals, prescriptions, consent forms and treatment records;

• payment and transaction information; and

• technical information about use of our website, such as device, browser, general location, referral source and interactions with the site.

How we collect information

We usually collect information directly from you when you submit an enquiry, book an appointment, complete a consent or health-history form, speak with us, attend an appointment or make a payment.

With your consent, or where permitted or required by law, we may also receive relevant information from your treating practitioners, authorised prescribers, pathology or testing providers, pharmacies, referrers and service providers involved in your care.

Our website and booking processes use third-party platforms, including Squarespace, Acuity Scheduling, Square and WaiverForever. WaiverForever forms are provided through IV League Drips. These providers handle information in accordance with their own privacy and security practices.

Why we collect and use information

We collect and use information where reasonably necessary to:

• respond to enquiries and communicate with you;

• arrange and manage consultations and appointments;

• assess clinical suitability and provide safe, appropriate care;

• obtain or coordinate prescriptions, testing, referrals and related services where required;

• maintain clinical, consent, booking and payment records;

• process payments and administer deposits, cancellations and refunds;

• meet professional, insurance, legal and regulatory obligations;

• manage complaints, incidents and quality improvement; and

• understand and improve our website and services.

If required information is not provided, we may be unable to assess suitability, arrange an appointment or provide a service safely.

How we disclose information

We only disclose personal or health information where it is reasonably necessary for your care, you have consented, or disclosure is permitted or required by law. Recipients may include:

• authorised prescribers and other healthcare practitioners involved in your care;

• pharmacies, laboratories and testing providers;

• IV League Drips and WaiverForever where required to manage consent or prescribing documentation;

• booking, website, communications, payment and professional service providers;

• insurers, legal advisers, regulators or emergency services where appropriate; and

• another person or organisation where you have authorised the disclosure.

We do not sell personal or health information.

Storage and security

Completed WaiverForever consent and prescribing forms remain in WaiverForever storage. Cellevate does not currently keep downloaded local copies of those completed forms. Within Cellevate, access to client records is currently limited to Stacey. Other providers may hold booking, payment or related information needed to deliver their services.

We take reasonable steps to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. Payment transactions are processed through payment providers, and Cellevate does not retain complete payment-card details.

Some technology providers may store or process information outside Australia. Where overseas processing occurs, we take reasonable steps appropriate to the circumstances and rely on providers’ privacy and security arrangements.

Record retention

Health information is retained for the period required by applicable laws and professional obligations. For adult clients in Victoria, health records are generally retained for at least seven years after the last health service is provided. Information is securely deleted or de-identified when it is no longer required and may lawfully be disposed of.

Website analytics and cookies

Our website may use cookies and similar technologies through Squarespace, Google Analytics, Google Ads, Google Tag Manager and Meta to understand website use, measure advertising and improve our services. These services may collect technical and usage information. You can manage cookies through your browser settings, although disabling some cookies may affect website functionality.

Marketing communications

We may send service or marketing communications where you have consented or where permitted by law. You can opt out of marketing communications at any time. Essential appointment, safety and service communications may still be sent where required.

Accessing or correcting your information

You may request access to personal or health information we hold about you, or ask us to correct information that is inaccurate, incomplete or out of date. We may need to verify your identity before actioning a request. In some circumstances, access may be limited by law; if that occurs, we will explain the reason where permitted.

Privacy questions and complaints

For privacy questions, access or correction requests, or to make a complaint, email hello@cellevate.com.au.

Please include enough information for us to understand and investigate your request. We will acknowledge and respond within a reasonable period. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or the Victorian Health Complaints Commissioner.

Third-party websites

Our website may link to third-party websites or services. Their privacy practices are governed by their own policies, and we recommend reviewing those policies before providing information.

Changes to this policy

We may update this Privacy Policy when our practices, service providers or legal obligations change. The current version will be published on this page.

Contact

Cellevate Pty Ltd

Email: hello@cellevate.com.au

Website: www.cellevate.com.au