Fertility Hub AU (“we”, “our”, “us”) is an online telehealth platform supporting women, couples, and individuals who are trying to conceive, currently pregnant, or postpartum. Protecting your privacy and personal information is a priority. This Privacy Policy explains how we collect, use, store, and disclose your information through our website, telehealth services, and mobile applications.

We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as relevant State-based health privacy legislation. Health information collected may be subject to retention obligations under State law.

1. Information We Collect

We collect personal and health information necessary to provide our services. This includes:

Personal Information:

• Name, date of birth, address, email, phone number
• Payment information and billing details
• Device ID, IP address, and website/app usage data

Health Information (Sensitive Information):

• Medical history, reproductive and pregnancy health details
• Medical records, prescriptions, and relevant health assessments
• Information required for consultations with our practitioners

Other Data:

• Photographs or video recordings (e.g., for identity verification or telehealth sessions)
• Wearable or connected device data integrated with our platform

We collect this information directly from you whenever possible, such as:

• Booking or attending online consultations
• Using our website or mobile application
• Completing forms, surveys, or online quizzes
• Interacting with our telehealth practitioners

We may also collect information from third parties, including:

• Partner practitioners, allied health professionals, or providers assisting with your care
• Government sources (e.g., Medicare, My Health Record)
• Service providers or publicly available sources

2. How We Use Your Information

Your information is used to:

• Provide telehealth services and facilitate consultations
• Maintain accurate health records and verify identity
• Process payments and manage bookings
• Communicate about services, updates, and administrative matters
• Send marketing and promotional communications (with your consent)
• Improve our website, services, and user experience
• Comply with legal obligations and respond to complaints or disputes
• Facilitate mergers, acquisitions, or other business transactions if necessary

3. Disclosure of Information

We may share your personal and health information with:

• Partner practitioners, allied health providers, and other health professionals
• Our employees, contractors, and group companies
• Cloud storage providers and IT service providers
• Payment gateway operators (e.g., Stripe, Shopify)
• Third-party service providers assisting with marketing or communications
• Government authorities where legally required
• Emergency services if a practitioner believes you are at imminent risk

We do not sell or otherwise distribute your personal or health information to third parties without your consent.

4. Security of Your Information

We take appropriate measures to protect your information, including:

• Secure electronic storage and encryption
• Restricted access to staff and contractors who require it for their role
• Physical and procedural safeguards for office and cloud storage

Information is retained as required by law, including health records, and will be securely destroyed or de-identified once no longer needed.

5. Direct Marketing

We may use your information to send marketing communications about:

• Fertility Hub AU services, offers, and events
• Products and services from group companies or affiliated partners

Marketing may be delivered via email, SMS, mobile notifications, or in-app messaging. You can opt out at any time using links in communications, in-app settings, or by contacting our Privacy Officer. Receiving marketing is not a condition of using our services.

6. Cookies, Device IDs, and Tracking

We use cookies and device identifiers to:

• Improve website and app functionality
• Personalise your experience
• Collect anonymous analytics for service improvements

You may adjust your browser or device settings to control cookies and tracking.

7. AI Services

We may provide AI-assisted services to support your journey (e.g., guidance or tools). AI responses are based on the information you provide and other interactions with our platform.

We require AI partners to:

• Use your information solely to provide the service
• Retain information only as required to deliver the service or by law
• Not use your data to improve their models outside of Fertility Hub AU

We do not provide identifying information such as full name, date of birth, or address when interacting with AI tools.

8. Access and Correction

You can contact our Privacy Officer to:

• Request access to your personal information
• Request corrections to your information

We may require identity verification and will respond within a reasonable time. If a request is denied, we will provide written reasons.

9. Overseas Transfers

We may use overseas service providers (e.g., cloud storage). By using our services, you consent to your information being stored internationally (e.g., USA, Asia, Europe).

Australian Privacy Principle 8.1 does not apply to these overseas transfers.

10. Resolving Concerns

For questions or complaints about your privacy, contact:

Privacy Officer
Fertility Hub AU
Email: evelyn@thefertilityhub.com.au

If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: www.oaic.gov.au
Phone: 1300 363 992

11. Changes to This Policy

We may update this Privacy Policy at any time. The most current version will be available on our website. Please review periodically to stay informed.

Last updated: October 2025