Privacy Policy

Last updated: 29 May 2026

This Privacy Policy explains how Agewell Pty Ltd, trading as Victoria Pavasovic and Gut Skin Clinic ("we", "us", "our"), collects, holds, uses and discloses personal information collected through the website located at www.victoriapavasovic.com (the "Website"), through our clinic at Lab Skin, Suite 1 Level 1, 202–212 Military Road, Neutral Bay NSW 2089, through telehealth consultations, and through our online store.

We are committed to managing your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles ("APPs"), the Health Records and Information Privacy Act 2002 (NSW), and our professional obligations as an AHPRA-registered health practitioner.

1. What this policy covers

This policy applies to all personal information we collect about visitors to the Website, prospective and existing patients, customers of our online store, recipients of our newsletters, and other people who interact with us. By using the Website or engaging our services, you consent to the handling of your information as described in this policy.

2. What information we collect

The information we collect depends on how you interact with us. We may collect:

  • Identity and contact information: name, email address, postal address, phone number, date of birth, gender, and emergency contact details.

  • Health information (collected only when you engage us as a patient or otherwise voluntarily provide it): medical history, current symptoms and concerns, medications and supplements, family history, lifestyle and dietary information, body composition data, pathology and imaging results, microbiome test results, treatment plans, clinical notes, photographs taken for clinical record-keeping (with consent), and any other information you share during a consultation.

  • Payment information: billing name and address, transaction history, and partial card details. Full credit card numbers are processed directly by our third-party payment processors and are not stored by us.

  • Order and shipping information for purchases made through our online store.

  • Booking information: appointment times, deposit details and cancellations.

  • Correspondence: emails, contact-form submissions, messages, voicemail, and any other communications you send us.

  • Website usage data: IP address, device type, browser type and version, referring page, pages visited, time spent on pages, and approximate location — collected through cookies and similar technologies (see Section 9).

  • Marketing preferences: subscription status for our newsletter, opens and clicks if you receive our emails.

Health information is "sensitive information" under the Privacy Act and is treated with additional care (see Section 6).

3. How we collect information

We collect information:

  • directly from you, when you fill in a form on the Website (including the Contact form and newsletter sign-up), book an appointment, complete intake questionnaires, attend a consultation, purchase a product, email or call us, or otherwise communicate with us;

  • from third parties you have authorised to share information with us — for example, Microba Insight Sciences and other accredited pathology laboratories that return test results, referring practitioners, or specialists you have asked us to liaise with; and

  • automatically, when you browse the Website, through cookies, analytics tools and server logs.

We will only collect sensitive information (including health information) with your consent and where it is reasonably necessary for our services, or where the collection is otherwise permitted by law.

4. Why we collect and use your information

We use your information to:

  • provide health consultations, treatments and follow-up care;

  • arrange, interpret and act on pathology and microbiome testing;

  • prepare and supply medically compounded products and VP Cosmeceuticals products;

  • schedule, confirm, reschedule and cancel appointments, and process deposits and fees;

  • fulfil orders placed through our online store, including delivery and returns;

  • respond to your enquiries and provide customer support;

  • maintain accurate clinical and business records, including for medico-legal, insurance and audit purposes;

  • send you appointment reminders, post-treatment information and other operational communications;

  • send you newsletters, blog updates and educational content where you have subscribed (you can unsubscribe at any time);

  • improve the Website, our services and product range;

  • comply with our legal, regulatory and professional obligations, including those imposed by AHPRA and the Therapeutic Goods Administration; and

  • detect, prevent and respond to fraud, security incidents and misuse of the Website.

We will not use your information for any purpose that is unrelated to the purpose for which it was collected, unless you would reasonably expect that use, you have consented, or the use is otherwise permitted or required by law.

5. Who we disclose information to

We disclose personal information only as necessary to deliver our services and run our business. Recipients may include:

  • Our staff and contractors, including administrative and clinical support, on a need-to-know basis and under confidentiality obligations.

  • Co-practitioners involved in your care — for example, Dr Sally Staves (medical prescribing) and any specialists, GPs or allied health professionals you have asked us to liaise with.

  • Pathology and microbiome laboratories, including Microba Insight Sciences (Microba Labs), where you have consented to testing.

  • Compounding pharmacies and product suppliers, where required to fulfil a prescription or supply a product.

  • Payment processors (such as Stripe and other Squarespace Commerce providers) to process payments and refunds.

  • Scheduling and intake providers, including our online booking platform, to manage appointments and deposits.

  • Email, telehealth and IT service providers, including Squarespace (website and email campaigns), our email host, and Zoom (telehealth consultations).

  • Shipping and logistics providers where required to deliver products you have purchased.

  • Professional advisers such as our accountant, lawyers and insurers, where reasonably necessary.

  • Regulators, courts and government agencies where disclosure is required or authorised by law (for example, mandatory reporting obligations or a subpoena).

We do not sell your personal information, and we do not disclose your information for marketing by third parties.

6. Health information — additional protections

Where we collect or hold health information, we take additional care:

  • We collect health information only with your consent and only what is reasonably necessary to provide safe, personalised care.

  • Clinical records are stored in secure, access-controlled systems and are accessed only by authorised staff involved in your care.

  • We retain clinical records for the periods required by NSW health-records legislation and our professional obligations — generally a minimum of seven years from the date of the last entry for adult records, and longer in some cases (for example, records relating to minors).

  • We will not disclose health information to your family members, partner, employer or insurer without your express consent, except where disclosure is required or authorised by law.

  • You may withdraw consent at any time, though doing so may limit our ability to continue providing care.

7. Direct marketing

If you subscribe to our newsletter, or are an existing patient or customer, we may send you electronic communications about our services, products, events and educational content. Every marketing email contains an unsubscribe link, and you can also email us at any time to opt out. Operational communications (such as appointment confirmations, order updates and clinical correspondence) are not marketing and will continue while you are receiving services from us.

8. Storage, security and retention

Personal information is held in a combination of secure electronic systems (including practice-management, scheduling, payment, email and cloud-storage platforms) and, where unavoidable, in secure physical records.

We use a range of reasonable physical, technical and administrative safeguards to protect your information from misuse, interference, loss, unauthorised access, modification and disclosure, including access controls, encryption in transit, password protection, restricted office access, staff training and supplier due diligence. No system is completely secure, however, and we cannot guarantee the security of information transmitted over the internet.

We retain personal information only for as long as we need it for the purposes set out in this policy or as required by law (including the retention periods described in Section 6). When information is no longer required, we will destroy or de-identify it.

9. Cookies, analytics and tracking

The Website is hosted on Squarespace, which sets cookies and uses similar technologies to operate the site, remember your preferences, measure performance, and help us understand how visitors use the Website.

We may use the following categories of cookies and tracking technologies:

  • Strictly necessary cookies — required for the Website, online store and bookings to function (for example, shopping-cart session cookies).

  • Performance and analytics cookies — used to collect aggregated information about how visitors use the Website, including pages visited and time on page. This may include Squarespace Analytics and similar tools, and where enabled, Google Analytics-style tracking.

  • Marketing and social cookies — set when content is embedded from third-party services such as Instagram, Facebook and YouTube, or where we run advertising campaigns.

Most browsers allow you to refuse cookies or to be notified when cookies are sent. If you disable cookies, some parts of the Website (including the online store and booking flow) may not function as intended.

The Website may also include embedded content (for example, videos, social-media posts and research links) hosted on third-party platforms. Those platforms may collect information about you in accordance with their own privacy policies, which we encourage you to read.

10. Overseas disclosure

Some of our service providers (including website hosting, email marketing, scheduling, payment processing, video consultation and analytics providers) store or process information overseas, including in the United States and the European Union. By using the Website and our services you consent to your information being disclosed to recipients in those jurisdictions. Where overseas disclosure occurs, we take reasonable steps to ensure those recipients handle your information consistently with the APPs.

11. Accessing and correcting your information

You have the right to ask for access to the personal information we hold about you, and to ask us to correct it if it is inaccurate, out of date, incomplete or misleading. To make a request, please contact us using the details in Section 14.

We will respond to your request within a reasonable time. In limited circumstances permitted by law (for example, where giving access would have an unreasonable impact on the privacy of others, or where access is denied by law), we may refuse a request — if we do, we will explain why in writing.

There is no fee for making a request, although a reasonable cost-recovery fee may apply for providing copies of extensive clinical records.

12. Privacy complaints

If you believe we have breached the Privacy Act, the APPs, the NSW health-privacy laws or this policy, please contact us first using the details in Section 14. We will acknowledge your complaint and aim to provide a substantive response within 30 days.

If you are not satisfied with our response, you may lodge a complaint with:

  • the Office of the Australian Information Commissioner — www.oaic.gov.au, telephone 1300 363 992; or

  • the NSW Information and Privacy Commission — www.ipc.nsw.gov.au, telephone 1800 472 679 — in relation to health information held in NSW.

13. Changes to this policy

We may update this policy from time to time to reflect changes in our practices, services, or the law. The current version is always available on the Website, and the "Last updated" date at the top tells you when it was most recently changed. Continued use of the Website or our services after a change is posted constitutes acceptance of the updated policy.

14. Contact

If you have any questions about this Privacy Policy, would like to access or correct your information, or wish to make a complaint, please contact:

Victoria Pavasovic
Agewell Pty Ltd
Email: victoria@vphealth.com