Privacy Policy

This Privacy Policy explains how NOUR PHARMACEUTICALS PTY LTD trading as Botanica Wellness Pharmacy (ABN 46 693 421 117) (“we”, “us”, “our”) collects, holds, uses, and discloses personal information, including health information, in connection with our pharmacy services and website at botanicawellness.com.au.

We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Health information is sensitive information and is handled with additional care.

1. Who we are

Botanica Wellness Pharmacy
346 Bay St, Brighton-le-Sands NSW 2216
Phone: 1800 960 949
Email: info@botanicawellness.com.au

For privacy access, correction, or complaint requests, please contact us at info@botanicawellness.com.au.

2. Information we collect

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

• Identity and contact details: name, address, phone number, email, date of birth, and identification details when required for dispensing or collection.
• Health information: medical history relevant to dispensing, allergies, Medicare or DVA details, and clinical notes recorded by our pharmacists.
• Prescription information: prescription details, eScript tokens, prescribing practitioner details, medication names, strengths, directions, and repeat information.
• Order and account information: orders, delivery preferences, collection records, and correspondence with our team.
• Payment information: payment status and transaction references. Card details are processed by eWAY and are not stored by us.
• Website and technical data: IP address, device and browser type, pages visited, and form submissions (including contact enquiries and script uploads).

3. How we collect information

We collect information when you:

• visit our pharmacy or contact us by phone or email;
• upload a prescription or register as a patient via our website;
• place an order, make a payment, or arrange delivery or collection;
• submit a contact form or otherwise communicate with us; or
• use our website (including through cookies and similar technologies).

We may also receive information from your treating practitioner, ePrescribing services, and pharmacy systems where reasonably necessary to dispense your medication safely and lawfully.

4. Why we collect and use information

We collect and use personal and health information to:

• dispense medicines safely and provide pharmacy care and counselling;
• verify identity and eligibility where required by law or professional standards;
• process orders, payments, delivery, and collection;
• communicate with you about your order, repeats, stock, or clinical matters;
• comply with pharmacy, medicines, and record-keeping laws;
• improve our website and services; and
• respond to enquiries, complaints, and legal obligations.

We only use health information for purposes related to your care, pharmacy services, or as otherwise permitted or required by law.

5. Prescription and health information

Prescription and health information is sensitive. Access is limited to registered pharmacy staff and others who need it to provide services or meet legal duties. We do not sell your health information.

6. Payment information

Online payments are processed by eWAY, which accepts Visa and Mastercard. We do not store your full card number on our systems.eWAY handles card data under its own security and privacy arrangements. We may retain payment confirmation details (such as amount, date, and transaction reference) for accounting and order records.

7. Cookies, analytics, and advertising pixels

Our website uses cookies and similar technologies. These include essential cookies needed for the site to function, and analytics or measurement tools. We currently use:

• Cloudflare Analytics: to understand site performance and usage in a privacy-conscious way; and
• Meta Pixel: to measure website activity and help us understand how people find and use our site.

For more detail, see our Cookie Policy. You can also control cookies through your browser settings.

8. Email and other communications

We use Resend to send transactional emails related to form submissions and pharmacy communications (for example, enquiry or registration notifications). We may also contact you by phone or email about your order or clinical care.

9. Third-party providers

We use trusted service providers to operate our pharmacy and website. These may include:

• Cloudflare: website hosting, security, and Turnstile bot protection;
• Resend: transactional email delivery;
• eWAY: payment processing;
• Minfos: pharmacy management software used in dispensing and related pharmacy operations;
• Australia Post: delivery of orders; and
• Meta: Meta Pixel measurement tools on our website.

These providers only receive the information needed to perform their services and are expected to handle it appropriately. Some providers may process data outside Australia. Where that occurs, we take reasonable steps consistent with our obligations under the Privacy Act.

10. Disclosure of information

We may disclose personal information:

• to service providers listed above;
• to your treating practitioner where appropriate for your care;
• to regulators, courts, or law enforcement where required by law; and
• with your consent, or as otherwise permitted under the Privacy Act.

We do not sell personal information.

11. Security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Measures include encrypted website connections, access controls for pharmacy systems, multi-factor authentication for administrative accounts, complex password requirements (minimum 12 characters, including a mix of uppercase and lowercase letters, numbers, and symbols. multi-factor authentication is enabled for administrative accounts.), and audit logging retained for approximately 7 years.

No method of transmission or storage is completely secure. Please contact us immediately if you believe there has been unauthorised access to your information.

12. Data retention

We retain information only as long as needed for the purposes above, or as required by law:

• Prescription, health, and dispensing records: generally 7 years from last activity;
• Order, account, and payment metadata: generally 7 years;
• Website contact enquiries: generally 2 years after resolution; and
• Security and administrative audit logs: generally 7 years.

When information is no longer required, we take reasonable steps to destroy or de-identify it.

13. Access and correction

You may request access to the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, or misleading. Contact info@botanicawellness.com.au with your request. We may need to verify your identity. In some cases we may refuse access where permitted by law; if so, we will explain why where practicable.

14. Complaints

If you have a privacy concern, please contact us first at info@botanicawellness.com.au so we can try to resolve it. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

15. Children and eligibility

Our online ordering services are intended for adults aged 18 years and over. If you believe we have collected information from a minor without appropriate authority, please contact us.

16. Changes to this policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page will change when we do. Continued use of our website or services after an update means you acknowledge the revised policy.