LEGAL

Privacy Policy

Last updated: October 2026

Introduction

Elixe IV respects your privacy and is committed to protecting your personal information and health information.

This Privacy Policy explains how Elixe IV collects, holds, uses, discloses and protects personal information when you visit our website, make an enquiry, book a service, complete a health screening or consent form, receive treatment from us, communicate with us, or otherwise interact with our business.

In this Privacy Policy, “Elixe IV”, “we”, “us” or “our” refers to:

Audrey & Leo Pty Ltd trading as Elixe IV
ABN: 35 677 251 928
Location: Victoria, Australia
Website: elixeiv.com.au

We handle personal information in accordance with applicable Australian and Victorian privacy laws, including the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records Act 2001 (Vic).

This Privacy Policy should be read together with our treatment consent forms, booking terms, website terms and any privacy collection notices provided at the time we collect information from you.

Types of information we collect

The information we collect depends on how you interact with Elixe IV and the services you request.

Personal information

We may collect personal information such as:

  • your full name;

  • date of birth;

  • gender, where relevant to treatment suitability;

  • phone number;

  • email address;

  • residential or treatment address;

  • emergency contact details;

  • appointment and booking details;

  • payment and billing information;

  • records of your communications with us;

  • feedback, reviews or testimonials you choose to provide;

  • photographs, videos or other images, where you have consented;

  • information about your use of our website; and

  • any other information you choose to provide to us.

Health information and sensitive information

As a health service provider, we may collect health information where it is reasonably necessary to assess your suitability for our services and to provide services safely.

This may include:

  • medical history;

  • current and previous medical conditions;

  • medications, supplements and allergies;

  • adverse reactions or sensitivities;

  • pregnancy or breastfeeding status;

  • symptoms or health concerns;

  • relevant lifestyle information;

  • hydration, wellness or recovery goals;

  • pathology or laboratory results where relevant;

  • information from your GP, specialist or other healthcare provider where required;

  • clinical screening and assessment information;

  • observations, notes and clinical records made by our staff;

  • details of IV therapy or other treatment provided;

  • treatment outcomes;

  • complications, adverse events or incidents; and

  • information required for clinical governance, insurance, legal or regulatory purposes.

We will only collect sensitive information, including health information, where you have provided consent or where collection is otherwise permitted by law.

How we collect information

Where reasonable and practicable, we collect information directly from you.

We may collect information when you:

  • visit or use our website;

  • contact us by phone, email, SMS, website form, social media or other communication channels;

  • make an enquiry;

  • create a booking;

  • complete a health screening questionnaire;

  • complete a treatment consent form;

  • receive a service from Elixe IV;

  • communicate with our nurses, medical practitioners, prescribers or support staff;

  • make a payment;

  • provide feedback, a review or a testimonial;

  • subscribe to updates or marketing communications; or

  • otherwise interact with us.

In some circumstances, we may collect information from third parties, including:

  • your authorised representative, parent, guardian or carer;

  • a GP, specialist, nurse practitioner, pharmacist or other healthcare provider;

  • a medical practitioner or prescriber involved in your care;

  • pathology providers;

  • emergency services;

  • payment, booking, practice-management or form providers;

  • insurers, legal advisers or regulators; or

  • other third parties where you have consented or where collection is permitted by law.

Why we collect, use and hold information

We collect, use and hold personal and health information for purposes including:

  • responding to your enquiries;

  • confirming your identity;

  • arranging, confirming and managing bookings;

  • assessing whether our services are suitable and safe for you;

  • obtaining appropriate medical review, clinical advice, prescribing or approval where required;

  • providing IV therapy and related health or wellness services;

  • documenting the care or services provided to you;

  • communicating with you before, during and after treatment;

  • following up after treatment;

  • managing adverse events, complaints or incidents;

  • maintaining accurate clinical and business records;

  • issuing invoices, receipts and processing payments;

  • communicating with your authorised representative or healthcare provider, where appropriate;

  • meeting professional, legal, insurance and regulatory obligations;

  • quality assurance, staff training, audit and service improvement;

  • business administration, accounting and operational management;

  • maintaining website, IT and data security;

  • sending marketing communications where permitted by law and with your consent where required; and

  • any other purpose reasonably connected with the above.

We will only use or disclose health information for the purpose for which it was collected, for a directly related purpose that you would reasonably expect, with your consent, or where otherwise permitted or required by law.

Medical practitioners, prescribers and pharmacies

Elixe IV may work with medical practitioners, nurse practitioners, pharmacists, compounding pharmacies, pathology providers or other healthcare professionals to support safe service delivery.

Where clinically necessary, we may share relevant personal and health information with these providers for purposes such as:

  • reviewing your suitability for treatment;

  • obtaining a prescription or clinical approval;

  • preparing or supplying treatment products;

  • seeking clinical advice;

  • managing adverse reactions or complications;

  • coordinating follow-up care; or

  • meeting legal, professional or regulatory obligations.

Healthcare professionals involved in your care may also maintain their own clinical records and may be subject to their own privacy and professional obligations.

When we may disclose information

We do not sell your personal or health information.

We may disclose personal or health information to:

  • nurses, medical practitioners, prescribers and other healthcare professionals involved in your care;

  • pharmacies, compounding pharmacies and suppliers where required for your treatment;

  • pathology providers or laboratories, where relevant;

  • emergency services, hospitals or other healthcare providers where necessary to protect your health or safety;

  • booking, form, practice-management or clinical record software providers;

  • payment processors and financial institutions;

  • website hosting, IT, cloud storage, email, SMS and communications providers;

  • professional advisers, including accountants, lawyers, insurers and auditors;

  • contractors or service providers who assist us to operate our business;

  • government agencies, courts, tribunals, regulators or law enforcement bodies where required or authorised by law; and

  • any other person or organisation with your consent.

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

Emergency situations and serious risk

In limited circumstances, we may use or disclose your personal or health information without your consent where we reasonably believe this is necessary to lessen or prevent a serious threat to life, health, safety or welfare, or where otherwise permitted or required by law.

For example, if you experience a serious adverse reaction during or after treatment, we may need to provide relevant health information to ambulance services, an emergency department, a hospital, your GP or another healthcare professional.

Direct marketing

We may use your contact details to send you information about Elixe IV services, updates, promotions or offers where you have consented or where permitted by law.

We will not use your health information for direct marketing unless we have your consent or are otherwise permitted by law.

You may opt out of marketing communications at any time by using the unsubscribe link in our messages or by contacting us directly.

Even if you opt out of marketing, we may still contact you about your bookings, treatment, invoices, safety matters, follow-up care or important service updates.

Website, cookies and analytics

When you visit elixeiv.com.au, we may collect information about your interaction with our website, including:

  • IP address;

  • browser type;

  • device information;

  • pages visited;

  • time and date of access;

  • referring website;

  • approximate location data;

  • website usage and interaction data; and

  • information collected through cookies, pixels, analytics tools or similar technologies.

We may use this information to:

  • operate and improve our website;

  • understand how visitors use our website;

  • monitor website performance;

  • maintain website security;

  • improve our services and user experience;

  • measure the effectiveness of marketing; and

  • assist with advertising or retargeting, where used.

You can usually disable cookies through your browser settings. However, some website features may not function properly if cookies are disabled.

Online bookings, forms and payment providers

Elixe IV may use third-party platforms to manage bookings, health screening forms, consent forms, payments, email, SMS reminders, clinical notes, customer relationship management, website hosting and other business operations.

When you provide information through these platforms, your information may be collected and processed by the relevant third-party provider. We take reasonable steps to use service providers that can appropriately protect personal and health information.

Where payments are processed through third-party payment providers, we may receive limited transaction information such as confirmation of payment, transaction ID, receipt information or limited card details. We do not intend to store full credit card details unless expressly stated or required for a lawful business purpose.

Overseas disclosure

Some of our third-party service providers may store or process information outside Australia. This may include providers of cloud storage, booking systems, payment processing, website hosting, email, SMS, analytics or marketing services.

Where personal information is disclosed overseas, we will take reasonable steps to ensure the information is handled in accordance with applicable privacy laws.

The countries where information may be stored or processed will depend on the service providers we use from time to time. These may include Australia, United States, Singapore, European Union countries and/or other countries. 

How we store and protect information

We may hold personal and health information in electronic systems, cloud-based platforms and, where required, paper-based records.

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

Security measures may include:

  • password-protected systems;

  • access controls;

  • secure clinical and administrative software;

  • staff confidentiality obligations;

  • limiting access to staff and contractors who need the information to perform their role;

  • secure storage of paper records where used;

  • secure disposal or de-identification of information when no longer required;

  • reviewing third-party providers before use;

  • monitoring and managing privacy or security incidents; and

  • staff education about privacy and confidentiality.

No method of electronic transmission or storage is completely secure. However, we take privacy and security seriously and will take reasonable steps to protect the information we hold.

Health record retention

We retain personal and health information for as long as required for the purpose for which it was collected, and as required by applicable legal, professional, insurance and clinical obligations.

For Victorian private health service providers, health information generally cannot be deleted until the relevant retention period has passed. The Health Complaints Commissioner states that a private health service provider cannot delete health information until seven years have passed since the last health service, or, if the person was treated when under 18, after they have reached 25.

When information is no longer required and it is lawful to do so, we will take reasonable steps to securely destroy or permanently de-identify it.

Access to your information

You may request access to personal or health information we hold about you.

To request access, please contact us using the details in section 23 of this policy.

We may ask you to:

  • make the request in writing;

  • provide proof of identity;

  • describe the information you are requesting; and

  • specify whether you would like to inspect the information, receive a copy, receive a summary or have it transferred to another healthcare provider.

In some circumstances, we may refuse access where permitted by law. If we refuse access, we will explain the reason where required.

A reasonable fee may apply for providing access where permitted by law, particularly where records need to be copied, collated or retrieved.

The Health Complaints Commissioner states that private sector organisations should respond to access requests without unreasonable delay and within the maximum timeframes that apply under the Health Records Act.

Correction of your information

We take reasonable steps to ensure the personal and health information we hold is accurate, complete, up to date and relevant.

You may ask us to correct information if you believe it is inaccurate, incomplete, out of date, irrelevant or misleading.

To request correction, please contact us using the details in section 23 of this policy.

We may ask you to provide details of:

  • the information you believe should be corrected;

  • the correction you request; and

  • evidence supporting the correction, where relevant.

If we agree the information should be corrected, we will take reasonable steps to update our records.

If we do not agree to change the record, you may ask us to add a written statement to the record noting your requested correction.

Where lawful and practicable, you may interact with us anonymously or using a pseudonym, for example when making a general enquiry.

However, because Elixe IV provides health services, we will usually need to accurately identify you and collect relevant health information before providing treatment. This is necessary for safety, suitability assessment, clinical documentation, follow-up care and legal record-keeping.

We will only use identifiable photographs, videos, reviews or testimonials for marketing or promotional purposes where we have appropriate consent.

You are not required to consent to the use of your image, video, review or testimonial in order to receive treatment from Elixe IV.

You may withdraw your consent for future use by contacting us. Withdrawal of consent will not necessarily affect material already lawfully published or material that cannot reasonably be recalled.

Social media

Elixe IV may operate social media accounts, such as Instagram, Facebook, TikTok or other platforms.

If you interact with us through social media, the platform may also collect and use your information in accordance with its own privacy policy.

We recommend that you do not post sensitive health information publicly on social media. For private health or treatment-related matters, please contact us directly through our usual private communication channels.

Data breaches and privacy incidents

We take privacy incidents seriously.

If we become aware of a suspected or actual data breach involving personal or health information, we will take reasonable steps to contain, assess and respond to the incident.

Where required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner if an eligible data breach is likely to result in serious harm. The OAIC states that covered organisations must notify affected individuals and the OAIC when an eligible data breach has occurred.

Where a privacy breach involves health information in Victoria, we may also consider whether notification to the Health Complaints Commissioner is appropriate. The HCC encourages organisations to report privacy breaches involving health information and notes that private sector organisations may also have Commonwealth Notifiable Data Breach obligations.

Anonymity and pseudonyms

Photographs, videos, reviews and testimonials

Complaints

If you have a concern about how we have handled your personal or health information, please contact us first so we can try to resolve the issue.

Please provide enough detail for us to understand and investigate your concern.

We will aim to:

  • acknowledge your complaint within a reasonable time;

  • investigate the issue;

  • request further information from you if needed;

  • take appropriate steps to resolve the complaint; and

  • provide a response within a reasonable timeframe.

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner
For complaints about handling of personal information under the Privacy Act and Australian Privacy Principles.

Health Complaints Commissioner Victoria
For complaints about health information and health privacy in Victoria. The Victorian Department of Health states that complaints about breaches of the Health Records Act or Health Privacy Principles are handled by the Health Complaints Commissioner.

Changes to the Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, systems, legal obligations, business practices or privacy requirements.

The current version will be published on elixeiv.com.au and will include the date it was last updated.

Contact us

For privacy questions, access or correction requests, or privacy complaints, please contact:

Elixe IV Privacy Officer
Legal entity: Audrey & Leo Pty Ltd
ABN: 35 677 251 928
Email: hello@elixeiv.com.au
Website: elixeiv.com.au
Location: Victoria, Australia

Important note

This Privacy Policy is intended to describe how Elixe IV handles personal and health information. It does not limit any rights or obligations under applicable privacy, health records, consumer, professional or other laws.