Privacy Policy

This website is operated by Serena Wilson, a sole trader trading as Wellness with Serena. We are a nutrition practice based at Palm Beach on the Gold Coast, Queensland, and we also consult by telehealth across Australia.

Email: hello@wellnesswithserena.com. This is our contact for all requests and complaints.

Because we provide a health service and hold health information, we are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, whatever our turnover.

• Your first name and email address when you sign up to a form on this site.
• Your answers and score when you complete the healthy eating quiz.
• Health information you share in consults and intake forms, such as your medical history, conditions, medications and goals.
• Booking and payment details, such as your chosen consult time, name, email and phone number. Card details are entered directly with our payment provider, Stripe. We never see or store your full card number.
• Basic website usage data collected by the Meta Pixel, such as pages visited, device and browser type.

We collect information directly from you when you fill in a form, take the quiz, book and pay for a consult, complete an intake form, email us or attend a consult. Usage data is collected automatically by the tools named below.

We use your information to:

• send you the free Mediterranean Blueprint and your quiz results;
• send you the emails you signed up for;
• provide consults, programs and the membership, and manage bookings and payments;
• reply to your questions; and
• understand how the site is used so we can improve it and our advertising.

Health information is sensitive information under the Privacy Act. We collect it only with your consent, and only what we need to provide your nutrition care.

We use it only to provide that care. We keep it confidential, store it securely, and never use it for marketing. We will only disclose it to someone else, such as your GP, with your consent or where the law requires or allows it.

We share personal information only with service providers who help us run the practice, and only for the purpose described:

• Klaviyo: stores your name, email and sign up details, including your quiz answers, score and personalised breakdown, and sends our emails.
• Our AI provider: your quiz answers and score are sent to an AI service, accessed through the Lovable AI Gateway and currently using an OpenAI model, to write your personalised quiz breakdown. The same service answers questions you type into the Ask Serena chat. Your email address is not sent with your quiz answers.
• Stripe: processes consult payments.
• Lovable and its hosting and database partners: host this website and store consult bookings and intake forms.
• Our email delivery service: sends booking confirmations and passes new intake forms to our practice inbox.
• Meta (Facebook and Instagram): the Meta Pixel on this site records visits and actions so we can measure and show our advertising.

These providers may only use your information to provide their service to us.

Some of these providers store or process data outside Australia. Klaviyo, Stripe, Meta and OpenAI are based in the United States, and your information may be stored or processed there. Our hosting and database partners may store data in the United States and other countries where our providers operate. We choose established providers with their own security and privacy obligations.

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

We send marketing emails only when you have signed up for them. Every email identifies Wellness with Serena and includes an unsubscribe link. We action unsubscribe requests promptly, and in any case within five working days, as required by the Spam Act 2003.

We take reasonable steps to protect your information from misuse, loss and unauthorised access, including using reputable providers with encrypted connections and limiting access to the people who need it.

We keep health records for at least seven years after your last consult, or for anyone seen under the age of 18, until they turn 25. Other information is kept while you remain a subscriber or client, then deleted or deidentified when no longer needed.

You can ask to see the personal information we hold about you, or ask us to correct it, by emailing hello@wellnesswithserena.com. We will respond within 30 days. If we cannot give you access, we will explain why in writing.

If you have a concern about how we have handled your information, please contact us first at hello@wellnesswithserena.com. We will respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.