Privacy Policy

1. About this policy

Tranquil Essence (we, us, our) is an Australian beauty and aesthetics clinic operating across multiple locations. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we handle personal information in line with those obligations.

Our use of email and SMS marketing is also governed by the Spam Act 2003 (Cth). We only send commercial electronic messages to people who have consented to receive them and we always include a clear way to unsubscribe.

2. Information we collect

We collect personal information directly from you when you interact with us, including when you submit a form on this website, book a treatment, contact our clinic, or reply to one of our messages. The information we collect typically includes:

• Contact details such as your first name, last name, mobile number and email address.
• Treatment information such as the area of interest you select on our forms (for example, jawline, abdomen or thighs) and any other detail you choose to share with us.
• Booking and payment information when you book a treatment at one of our clinics.
• Health and skin information that you provide during consultation or treatment (see section 7).
• Technical and usage information collected automatically when you visit our websites (see section 5), such as your IP address, browser, device type, the pages you view and the actions you take.
• Communications you exchange with us, including messages, calls, emails and social media interactions.

If you choose not to provide certain information, we may not be able to assist you with the treatment, offer or service you are asking about.

3. How we use your information

We use the personal information you give us to:

• Respond to your enquiries and provide the information, offers or services you have asked about.
• Assess your suitability for treatment and recommend a personalised plan.
• Manage your bookings, treatments, follow-ups and aftercare.
• Send you reminders, confirmations and other service-related communications.
• Send you marketing communications, where you have consented (see section 11 for how to opt out).
• Improve our website, services and customer experience.
• Measure the effectiveness of our advertising on platforms such as Meta (Facebook and Instagram) and Google.
• Comply with our legal, regulatory and professional obligations.

4. Who we share your information with

We do not sell your personal information. We share it only with parties that help us run our business or where we are required to by law. These include:

• Our team and clinic staff, including therapists who deliver your treatment.
• Service providers and technology partners who process information on our behalf, such as:
  • systeme.io for hosting our funnel and lead-capture pages.
  • Web3Forms for receiving and delivering form submissions from this website.
  • Meta Platforms, Inc. (Facebook and Instagram) for advertising, retargeting and conversion tracking (see section 6).
  • Google and similar analytics or advertising providers.
  • Payment processors, booking platforms, and email or SMS providers we use to communicate with you.
• Professional advisers (such as legal, accounting or insurance advisers) where we need their assistance.
• Regulators, government agencies and law enforcement where required or permitted by law.

We require our service providers to handle your information in line with this policy and applicable privacy laws.

5. Cookies and tracking technologies

When you visit our websites, we and our service providers use cookies, web beacons, pixels, software development kits (SDKs) and similar technologies to:

• Make our website work correctly and remember your preferences.
• Measure how visitors use our pages so we can improve them.
• Understand which advertisements led to a visit or enquiry.
• Show you more relevant advertising on platforms like Meta and Google.

Some of these technologies set information directly through your browser; others communicate with servers operated by us or our advertising partners. You can manage cookies through your browser settings, although blocking some cookies may affect how the website works.

6. Marketing and Meta (Facebook and Instagram) advertising

We advertise on Meta platforms (Facebook and Instagram) and use the following Meta tools:

• The Meta Pixel, a piece of code on our website that records actions such as page views and form submissions and sends them to Meta.
• The Meta Conversions API, a server-side equivalent that sends similar information directly from our systems to Meta.
• Custom Audiences and Lookalike Audiences, which allow us to show advertising to people who have interacted with our website or who share characteristics with our customers.

The information sent to Meta may include identifiers such as a hashed (encrypted) version of your email address or mobile number, your IP address, your browser type, the pages you viewed and the actions you took on our website. Meta uses this information under its own terms and privacy policy. You can read Meta’s Privacy Policy at facebook.com/privacy/policy.

If you have consented to receive marketing communications from us by email or SMS, you can opt out at any time using the unsubscribe link in any email or by replying STOP to any SMS.

7. Health and other sensitive information

Some of the information we collect about you may be classed as sensitive information under the Privacy Act, including health information you share with us during consultation or treatment. We only collect this information with your consent and only where it is reasonably necessary for us to provide our services and assess your suitability for treatment.

We do not collect detailed health information through this offers website. Health information is collected in clinic, in person, with your knowledge, as part of your consultation and treatment record.

8. Keeping your information secure

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps include:

• Restricting access to personal information to staff who need it to do their job.
• Using reputable platforms and service providers with encryption in transit (HTTPS) for our websites.
• Training our team on privacy and confidentiality.
• Reviewing our security practices on a regular basis.

No method of transmission over the internet or electronic storage is completely secure, so we cannot guarantee absolute security. If you become aware of any privacy or security concern, please contact us immediately using the details in section 15.

9. How long we keep your information

We keep your personal information only for as long as we need it for the purposes set out in this policy, to meet our legal and regulatory obligations, or to resolve disputes. Different categories of information may be kept for different periods. When we no longer need information, we take reasonable steps to securely destroy or de-identify it.

10. Accessing, correcting and updating your information

You have the right to ask for access to the personal information we hold about you, and to ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. To make a request, please contact us using the details in section 15. We will respond within a reasonable time and may need to verify your identity before we provide access or make changes.

11. Marketing opt-out

If you no longer want to receive marketing communications from us, you can:

• Click the unsubscribe link at the bottom of any marketing email we send.
• Reply STOP to any marketing SMS we send.
• Email us using the contact details in section 15 and ask to be removed from our marketing list.

Opting out of marketing does not affect any service-related communications you receive about a treatment you have booked.

12. Overseas storage and disclosures

Some of the service providers we use to run our website and our marketing are based overseas or store information on servers outside Australia. This includes Meta (which is based in the United States and Ireland) and other technology providers (which may be based in the United States, the European Union, or other countries). Where this is the case, we take reasonable steps to ensure that any overseas recipient handles your information in a way that is consistent with the Australian Privacy Principles.

13. Children

Our services and this website are not directed at children. We do not knowingly collect personal information from anyone under 18. If you believe we have collected information from a child without parental consent, please contact us and we will delete it.

14. Changes to this policy

We may update this policy from time to time. The latest version will always be available at offers.tranquilessence.com.au/privacy-policy. Where changes are significant, we will take reasonable steps to bring them to your attention.

15. How to contact us or make a complaint

If you have a question about this policy, want to access or correct your information, or want to make a privacy complaint, please contact us:

We will acknowledge your complaint as soon as practicable and aim to provide a substantive response within 30 days. If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner (OAIC):