Privacy Policy

Last updated: 19 October 2026

1. About this policy

This policy explains how Pronat Group Australia Pty Ltd (ABN 14 122 981 766), trading as fisiocrem ("fisiocrem", "we", "us", "our"), collects, uses, discloses and protects personal information. We operate the website www.fisiocrem.com.au and our online store, which is powered by Shopify (together, the "Services"). We are committed to managing personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to everyone we deal with, including:

  • consumers who buy from www.fisiocrem.com.au or contact us;
  • practitioners, clinics, retailers and other wholesale customers, including applicants for a credit account and their directors, owners, guarantors and staff;
  • suppliers, contractors and job applicants; and
  • visitors to our website and social media pages.

By using our website or dealing with us, you acknowledge this policy. If there is a conflict between our Terms of Service and this policy, this policy applies to the collection, use and disclosure of your personal information. We may update this policy from time to time; the current version is always available on our website.

2. What personal information we collect

We collect only the information reasonably necessary for our business. Depending on how you deal with us, this may include:

  • Consumers: name, delivery and billing address, email, phone, account details (username, password and preferences), order and transaction history (including items you view, add to your cart or purchase, return or exchange), communication preferences, product reviews and enquiries.
  • Wholesale and practitioner customers: business name, ABN, trading and delivery addresses, contact names, roles, email and phone, order and payment history, and authorised retail outlets.
  • Credit account applicants, directors, owners and guarantors: name, date of birth, residential address, driver's licence or other identification details, details of property and land held (see clause 4 of our Conditions of Sale), trade references, and credit-related information.
  • Website visitors: IP address, device and browser type, unique device identifiers, pages visited and how you interact with our website, referral source, and cookie and analytics data.
  • Suppliers, contractors and job applicants: contact details, business details, and information in applications and résumés.

Payment details. Card payments are processed by our third-party payment providers. We do not store full card numbers on our systems.

Health information. We do not ask for health information. If you choose to tell us about a health condition (for example, when asking about a product or reporting a reaction), we will only use it to respond to you and to meet our product safety and regulatory obligations, and we will handle it as sensitive information.

Anonymity. You may deal with us anonymously or under a pseudonym for general enquiries. We cannot process orders or open accounts without identifying you.

3. How we collect it

Where practical, we collect personal information directly from you, for example when you:

  • place an order on our website, by phone, email or on a wholesale order form;
  • apply for a credit account or sign our Conditions of Sale;
  • create an account, subscribe to our newsletter or enter a promotion;
  • contact us, leave a review, or interact with us on social media; or
  • attend a trade event or meet our representatives.

We also collect information automatically when you use our website, through cookies and similar technologies (see section 8), and from our service providers when they collect or process information on our behalf.

We may also collect information from third parties where you would reasonably expect it, or where you have consented, including credit reporting bodies, trade referees, public registers (such as ASIC, the ABN Lookup and land title registers), payment and delivery providers, and the practitioner or retailer who referred you.

If we receive personal information we did not ask for, we will decide whether we could have collected it lawfully. If not, we will destroy or de-identify it where lawful and reasonable.

4. Why we collect, use and disclose it

We use personal information to:

  • process, deliver and invoice orders, process payments, and handle returns, exchanges, shortages and damage claims;
  • create and manage your account, remember your preferences, and recommend products related to your purchases;
  • assess and manage wholesale and credit accounts, and collect overdue amounts;
  • verify that wholesale customers are authorised retail outlets and comply with our Conditions of Sale (for example, the restrictions on online resale and on-selling to other retailers);
  • provide customer service and respond to enquiries and complaints;
  • send practitioner promotions, order forms and product updates to wholesale customers;
  • send marketing to consumers who have not opted out, and show online advertising based on your activity on our website (see section 8);
  • run, secure and improve our website and products, including detecting and preventing fraud and misuse;
  • manage product safety, recalls and reports of adverse reactions; and
  • meet our legal obligations, including tax, consumer law and therapeutic goods requirements, and respond to valid legal requests.

We will only use or disclose your information for another purpose if you consent, if you would reasonably expect it and it is related to the purposes above, or if the law permits or requires it.

Automated decisions. We do not currently make decisions that significantly affect you using wholly automated processes. If that changes, we will update this policy to describe the kinds of information used and the decisions made.

5. Credit accounts and credit checks

When a business applies for a credit account, we may collect personal information about its directors, owners, partners, trustees and any guarantors to assess the application and manage the account.

With your consent, and where permitted by Part IIIA of the Privacy Act and the Credit Reporting Code, we may:

  • obtain commercial or consumer credit information about you from a credit reporting body;
  • contact the trade referees you nominate;
  • search public registers, including land title registers in connection with the charge and caveat rights in clauses 3 and 4 of our Conditions of Sale; and
  • disclose information about overdue payments or defaults to debt collectors, mercantile agents, our lawyers and, where permitted, credit reporting bodies.

We do not currently obtain information from credit reporting bodies. If we do in future, we will update this policy with their details.

6. Who we share it with

We do not sell or rent personal information. We may share it with:

  • Shopify, which hosts our online store (see section 7);
  • couriers, warehousing and fulfilment providers;
  • payment processors and our bank;
  • IT, website hosting, ecommerce, analytics, email and CRM providers;
  • advertising and marketing partners, such as Google and Meta, to measure and show our advertising (see section 8);
  • accountants, auditors, insurers, lawyers and debt collectors;
  • credit reporting bodies and trade referees (see section 5);
  • our related company and brand owner overseas, for product, stock and quality purposes;
  • a buyer or successor, in connection with a sale, merger or restructure of our business; and
  • government and regulatory bodies, including the Therapeutic Goods Administration, where required or authorised by law.

We require service providers to keep personal information confidential and use it only to provide services to us. Our advertising and marketing partners use information in accordance with their own privacy policies.

7. Our relationship with Shopify

Our online store is hosted by Shopify, which collects and processes personal information about your access to and use of the store in order to provide and improve it. Information you submit through the store is transmitted to and shared with Shopify and third parties that may be located outside Australia. We also use certain Shopify features that combine information about your interactions with our store, other merchants and Shopify (for example, to support personalised advertising). Where Shopify processes your information for these purposes, Shopify is responsible for that processing, including responding to your requests to exercise your rights. To learn more, see the Shopify Consumer Privacy Policy and Privacy Portal.

8. Website, cookies and marketing

Cookies and analytics. Our website uses cookies and similar tools to keep your cart and login working, remember your preferences, understand how our website is used, and measure and improve our advertising. When you visit, we and our service providers may collect the pages you view, products you look at or add to your cart, your device and browser type, your approximate location (based on your IP address), how you arrived at our website (for example, from a search engine or an ad), and, if you place an order, your order details.

Tools we use. These include:

  • Google Analytics, to understand how visitors use our website;
  • Google Ads, to measure which ads lead to purchases and show relevant ads to people who have visited our website;
  • Meta (Facebook and Instagram) pixel and Conversions API, to measure our ads and show relevant ads on Facebook and Instagram;
  • server-side tracking (provided by Stape), which sends some of this information through a server we control before it is shared with Google and Meta, helping keep our measurement accurate and limiting what is shared directly from your browser;
  • Klaviyo, to send and personalise marketing emails and SMS to people who have subscribed; and
  • Microsoft Clarity, to improve our website through heatmaps and anonymised session recordings.

When you place an order, we may share a secure, scrambled (hashed) version of your email address or phone number with Google and Meta so they can match the purchase to an ad you saw. They cannot read this information in its original form.

Your choices. You can block or delete cookies in your browser settings, though some features may stop working. You can also manage how Google uses your information for ads in your Google ad settings, opt out of Google Analytics with the Google Analytics opt-out browser add-on, and manage how Meta uses your information in your Facebook ad preferences.

Marketing. We may send consumers news, offers and discount codes by email or SMS, and send wholesale customers practitioner promotions and order forms. Every marketing message includes a way to unsubscribe, consistent with the Spam Act 2003 (Cth). You can also opt out at any time by contacting us. If you opt out, we may still send you non-promotional messages, such as those about your account or orders.

Third-party sites. Our website and social media pages may link to other sites. We are not responsible for their privacy or security practices, and information you share on third-party social media platforms may be visible to other users of those platforms.

9. Overseas disclosure

Some of our service providers, including Shopify, Google, Meta, Klaviyo and Microsoft, and our related entities, are located, or store data, outside Australia, including in the United States, Canada and Spain, and other countries where our service providers operate. Before disclosing information overseas, we take reasonable steps to ensure the recipient handles it consistently with the APPs.

If we transfer personal information out of the European Economic Area or the United Kingdom, we rely on recognised transfer mechanisms, such as the European Commission's Standard Contractual Clauses (or the UK equivalent), unless the transfer is to a country that provides an adequate level of protection.

10. Security and retention

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, including secure hosting, access controls, passwords and staff confidentiality. No security measures are perfect, and information sent to us over the internet may not be secure in transit, so please do not send sensitive information to us through unsecured channels. If you have an account with us, please keep your login details safe and do not share them.

We keep information only as long as needed for the purposes above or as required by law (for example, financial records are generally kept for 7 years), then destroy or de-identify it.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

11. Your rights and choices

You can ask to access or correct the personal information we hold about you by contacting us. We will respond within 30 days. We may need to verify your identity, and we may refuse access where the law allows, in which case we will explain why in writing. We do not charge for requests, though we may charge a reasonable fee for providing access.

Depending on where you live, you may also have the right to ask us to delete your personal information or to provide a copy of it in a portable format. These rights are not absolute, and we may decline a request where the law permits. You may appoint an authorised agent to make a request on your behalf; we will ask for proof of their authority and may need to verify your identity directly. We will not treat you differently for exercising any of these rights.

12. Children

Our Services are not intended for children, and we do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has given us personal information, please contact us and we will delete it.

13. Complaints

If you have a privacy concern, please contact our Privacy Officer first using the details below. We will acknowledge your complaint within 7 days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the OAIC at www.oaic.gov.au or on 1300 363 992. If you live outside Australia, you may also be able to complain to your local data protection authority.

14. Contact us

To contact our Privacy Officer, ask a question about this policy, request access to or correction of your information, or make a complaint, please contact us at:

Privacy Officer, fisiocrem (Pronat Group Australia Pty Ltd)
16/8 Production Avenue, Molendinar QLD 4214, Australia
Email: info@fisiocrem.com.au
Phone: 1800 434 746 (+61 1800 434 746)