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Privacy Policy

Mieken Falkenbach Holistic Healing
Effective Date: 28 December 2025

Mieken Falkenbach Holistic Healing (“we”, “our”, or “us”) is committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you visit or interact with mieken.com.au (“the Website”) or engage in our services.

1. Personal Information We Collect

We collect personal information that is reasonably necessary to provide our services.

Personal Information

This may include:

  • Name

  • Email address

  • Phone number

  • Information you provide via contact forms, email enquiries, bookings, or other communications

Health Information

We may collect health-related information including:

  • Personal health history

  • Presenting concerns

  • Session notes and treatment records

Health information is considered sensitive information under Australian law. It is collected only with your consent and solely for the purpose of providing holistic care and related services.

Booking, Telehealth & Practice Management

Appointments and client records are managed through Cliniko, a third-party practice management system. This includes:

  • Appointment scheduling

  • Client records and notes

  • Secure telehealth (video) sessions where applicable

Information provided through Cliniko is stored and handled in accordance with Cliniko’s privacy and security practices.

Payments

Payments are processed via:

  • Stripe (for online payments)

  • Zeller (for in-person payments)

We do not collect or store your credit card or payment details. All payment information is handled securely by these providers in accordance with their own privacy and security standards. We may provide your name, email and/or mobile phone number to these services for the purpose of tracking payments and providing receipts. 

Website & Technical Information

When you visit our Website, we may automatically collect technical information such as:

  • IP address

  • Browser type

  • Device information

  • Pages visited

  • Date and time of visits

This information is collected via cookies and analytics tools to help us understand how the Website is used and improve functionality.

Children & Young People 

For clients under the age of 18, personal information may be shared with a parent or legal guardian where appropriate. We aim to balance parental involvement with respect for the developing autonomy, privacy, and participation of the young person. Decisions regarding information sharing are approached collaboratively and reviewed as needed.

2. How We Use Your Information

We use your information to:

  • Provide and manage holistic healing services

  • Process bookings, telehealth sessions, and payments

  • Maintain client records and session notes

  • Communicate with you regarding appointments or enquiries

  • Send appointment confirmations and reminders

  • Improve our Website and services

  • Meet legal, regulatory, and professional obligations

You may opt out of non-essential communications at any time.

3. Disclosure of Personal Information

We do not sell, rent, or trade your personal information.

We may disclose your information to:

  • Cliniko (practice management, records, and telehealth services)

  • Stripe (online payment processing)

  • Zeller (in-person payment processing)

  • Website and IT service providers (including hosting and analytics providers)

  • Professional advisers where required

  • Regulatory or legal authorities where required by law

All third-party providers are required to handle your information in a manner consistent with applicable privacy obligations.

4. Cookies, Analytics & Tracking Technologies

Our Website uses cookies and similar technologies to enhance user experience and understand website performance.

Google Analytics

We use Google Analytics to collect anonymised information about website usage (such as pages visited and time spent on the site). This data helps us improve the Website and does not personally identify you.

Jetpack

We use Jetpack by Automattic for website performance, security, and basic analytics. Jetpack may collect technical and usage data in accordance with Automattic’s privacy practices.

Managing Cookies

You can control or disable cookies through your browser settings. Please note that disabling cookies may affect Website functionality.

5. CAPTCHA & Spam Protection

We may use CAPTCHA or similar automated tools to protect the Website from spam and misuse. These tools may collect limited technical information (such as IP address) to function effectively.

6. Storage & Security of Information

We take reasonable steps to protect your personal and health information from misuse, loss, unauthorised access, or disclosure.

Information is stored securely using:

  • Cliniko (secure, cloud-based practice management system)

  • Password-protected Google Workspace accounts

  • Secure, password-protected devices

While reasonable precautions are taken, no method of electronic transmission or storage is completely secure, and absolute security cannot be guaranteed.

7. Electronic Communication

We may communicate with you via email, SMS, or other electronic means regarding appointments, forms, or service-related matters.

Please be aware that electronic communications may carry inherent risks. By engaging with us and providing your contact details, you consent to receiving communications via these methods.

8. Access & Correction of Information

You have the right to:

  • Request access to your personal information

  • Request correction of inaccurate or outdated information

  • Withdraw consent where applicable (subject to legal and professional obligations)

To make a request, please contact us using the details below.

9. Third-Party Websites

Our Website may contain links to third-party websites. We are not responsible for the privacy practices or content of those websites and encourage you to review their privacy policies independently.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with an updated effective date.

11. Contact Us

If you have any questions about this Privacy Policy, your personal information, or wish to make a privacy-related enquiry or complaint, please contact:

Mieken Falkenbach Holistic Healing
Email: hello@mieken.com.au
Phone: 0422 470 630

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).