Last updated: October, 2025.

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1. Introduction

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This Privacy Policy applies to the services offered by Onsen Group Pty Ltd (“we”, “us”, “our”).

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains how we collect, use, disclose, store, and protect your personal information (and, where applicable, sensitive information) and how you can access or correct that information.

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This Privacy Policy applies to all Onsen Pty Ltd services and venues within Australia, including our website, online booking platform, and email subscription service.

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2. Statement of Commitment

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We respect your privacy and your right to control how your personal information is collected and used. We take the trust you place in us seriously and will only handle your information as set out in this policy or as required by law.

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By submitting personal information to us or by accessing our website or social media platforms, you consent to us collecting, using, and disclosing your personal information in the ways described in this Privacy Policy or our Promotional T&Cs.

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3. The Personal Information We Collect

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The type of personal information we collect depends on how you interact with us. This may include:

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• Name and contact details (phone number, email address)

• Booking details (service type, date, time, preferences)

• Payment details (credit/debit card or bank information, where required for bookings)

• Emergency contact details (where applicable)

• Health or medical information relevant to your safe use of our sauna or recovery pool services (only with your consent)

• Information provided when you sign up to our email list or marketing communications

• Feedback, reviews, or survey responses

• Employment-related details if you apply for a job with us

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We may also collect photographs or video images taken at our venue for marketing or operational purposes. Please email info@onsensauna.com.au if you do not consent to this.

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4. How We Collect Personal Information

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We collect personal information directly from you, including when you:

• Make a booking online, by phone, or in person

• Subscribe to our email list or newsletter

• Visit our website or social media channels

• Participate in promotions, competitions, or surveys

• Communicate with us via email, phone, or social media

• Apply for employment

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We may also collect information from:

• Third-party booking systems or payment processors

• Marketing platforms (e.g. email software)

• Your authorised representatives (e.g. for group bookings)

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We will only collect personal information by lawful and fair means and only where necessary to deliver our services.

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5. Sensitive Information

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“Sensitive information” refers to health, wellness, or medical details you provide in relation to our sauna or recovery pool services.

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This information will only be used:

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• To assess your suitability or safety for certain treatments or facilities; and

• To deliver personalised, safe, and appropriate services.

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We will never use or disclose sensitive information for any other purpose without your explicit consent unless required by law.

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6. Anonymity and Pseudonyms

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Where lawful and practical, you may interact with us anonymously or using a pseudonym (for example, general enquiries). However, to make a booking or receive services, you will generally need to identify yourself.

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7. How We Use Your Personal Information

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We use your personal information for purposes including:

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• To process and manage bookings and payments

• To provide the services you have requested

• To contact you about your booking, appointment, or account

• To manage our customer relationships and respond to enquiries

• To send service updates, promotions, or newsletters (if you have opted in)

• To improve our website, products, and services

• To comply with legal and regulatory obligations

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We may use de-identified information for reporting, analytics, or marketing purposes.

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8. Disclosure of Personal Information

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We may disclose personal information to:

• Payment processors and booking platforms

• Email and marketing service providers

• IT and website support providers

• Professional advisors (e.g. legal, accounting, insurance)

• Government authorities, if required by law

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These third parties will only have access to the information necessary to perform their function and must not use it for any other purpose.

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We do not sell or rent your personal information to third parties.

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9. Direct Marketing and Your Consent

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We may use your personal information to send you marketing communications about our services, offers, and events—but only if you have consented.

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You can withdraw consent or unsubscribe at any time by clicking the unsubscribe link in our emails or contacting us directly at hello@onsensauna.com.au

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For terms relating to specific promotions please see our Promotional T&Cs page.

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10. Cookies and Web Tracking

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We use cookies and analytics tools (such as Google Analytics) to enhance user experience and monitor website performance. These tools may collect non-identifiable information such as browser type, pages visited, and time spent on site.

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You can manage or disable cookies in your browser settings, but doing so may affect website functionality.

By using our website, you consent to the processing of data by Google and other analytics providers in accordance with their privacy policies.

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11. Storage and Security of Personal Information

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We take all reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

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Your data is stored securely on protected servers or in controlled facilities. We use encryption, restricted access, and other safeguards to protect your information.

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We retain personal information only as long as necessary to fulfil its purpose or comply with legal obligations. When no longer needed, we securely destroy or de-identify it.

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12. Access and Correction

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You may request access to the personal information we hold about you, or ask that it be corrected or deleted if inaccurate, incomplete, or out of date.

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Requests can be made by contacting us at [insert contact email].

We will respond within a reasonable timeframe and, where required, provide written reasons for any refusal in accordance with the Privacy Act.

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13. Complaints and Contact Information

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If you have a question, concern, or complaint about how your personal information has been handled, please contact us hello@onsensauna.com.au

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We will investigate and respond to your complaint promptly.

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14. Updates to this Policy

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We may update this Privacy Policy from time to time to reflect changes in our practices or the law. Updates will be published on our website with a revised “last updated” date.