Privacy Policy

Mount Physio & Pilates

Last updated: 9.7.2026

At Mount Physio & Pilates, we take the privacy of your personal and health information seriously. This policy explains what information we collect, why we collect it, how we use and protect it, and the choices you have. It applies to our in-clinic physiotherapy and Pilates services, our online store, and your use of our website at https://mountphysio.co.nz/

We handle your information in accordance with the New Zealand Privacy Act 2020 and, because we are a health agency, the Health Information Privacy Code 2020. By using our services or our website, you agree to the practices described here. If you have any questions about this policy, please get in touch using the details at the end.

Who we are

Mount Physio & Pilates is a physiotherapy and Pilates practice based in Mount Maunganui, providing in-clinic treatment, rehabilitation, and Pilates sessions, alongside an online store selling physiotherapy-related products. In this policy, "we", "us", and "our" refer to Mount Physio & Pilates.

The information we collect

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

When you visit us for treatment

To provide safe and effective care, we collect health and personal information, which may include:

your name, date of birth, address, phone number, and email address
your NHI number, GP or referring practitioner details
details of your injury, symptoms, medical history, and general health
treatment notes, assessment findings, and progress records
ACC claim details, where your treatment relates to an injury covered by ACC
insurance or employer details, where relevant to your treatment or billing
emergency contact details

When you shop in our online store

When you place an order, we collect:

your name, delivery address, billing address, phone number, and email address
details of the products you have ordered
your order and purchase history

Payments are processed securely by our payment provider, Stripe. We do not see or store your full card details ourselves. Please refer to your payment provider's own privacy policy for how they handle that information.

When you use our website

We may collect:

information you provide through contact forms, booking requests, or newsletter sign-ups
technical information such as your IP address, browser type, and device information
information about how you use our site, gathered through cookies and analytics tools such as Google Analytics.

See the Cookies section below for more detail.

How we collect your information

We collect most of your information directly from you: when you book an appointment, complete forms, attend sessions, place an order, or contact us. In some cases we may receive information from others, such as your GP, a specialist, your employer, ACC, or a family member acting on your behalf. Where practical, we will let you know when we collect information about you from someone else.

How we use your information

We use your information to:

provide, plan, and record your treatment and care
communicate with you about appointments, treatment, and follow-ups
process and lodge ACC claims where relevant
process and deliver your online orders
respond to your enquiries and provide customer support
manage billing, invoicing, and payments
send you newsletters, offers, or updates, where you have agreed to receive them
improve our services, our website, and your experience with us
meet our legal, professional, and regulatory obligations

We will only use your information for the purposes for which it was collected, or for a directly related purpose you would reasonably expect, unless you agree otherwise or we are permitted or required by law.

Sharing your information

We treat your information as confidential and do not sell it. We may share it with:

ACC, where your treatment relates to an injury covered by an ACC claim
other health professionals involved in your care, such as your GP, specialists, or other physiotherapists, where relevant to your treatment and with your knowledge
service providers who help us operate, such as our payment provider, courier and delivery partners, booking and practice management software, and website and email providers
your insurer or employer, where you have asked us to bill them or share information with them
regulatory or legal bodies, where we are required or permitted by law to do so

Where we use third-party service providers, we take reasonable steps to ensure they protect your information and only use it for the purpose we have engaged them for. Some of these providers may store information on servers located overseas. Where that is the case, we take reasonable steps to ensure your information continues to be protected to a comparable standard.

Health information

As a health agency, we take extra care with your health information. Treatment records and clinical notes are kept confidential and are only accessed by the practitioners involved in your care and by staff who need access to carry out their role. We retain health records for the period required by law and professional standards, and store them securely for that time.

Cookies and website analytics

Our website uses cookies and similar technologies to help it function, remember your preferences, and understand how visitors use the site so we can improve it. Cookies are small files stored on your device.

You can control or disable cookies through your browser settings, though some parts of the site may not work as intended if you do. Where required, we will ask for your consent to non-essential cookies when you first visit the site.

Marketing communications

If you have agreed to receive newsletters, offers, or updates from us, you can opt out at any time by using the unsubscribe link in our emails or by contacting us directly. Opting out of marketing will not affect communications about your treatment or your orders.

Keeping your information secure

We take reasonable steps to protect your information from loss, misuse, unauthorised access, and disclosure. These include secure storage, restricted access, and the use of reputable software providers. While we work hard to protect your information, no method of storage or transmission over the internet is completely secure, and we cannot guarantee absolute security.

How long we keep your information

We keep your information only for as long as we need it for the purposes described in this policy, or for as long as we are required to by law or professional standards. Health records in particular are subject to minimum retention periods under New Zealand law. When information is no longer needed, we take reasonable steps to dispose of it securely.

Your rights

Under the Privacy Act 2020, you have the right to:

access the personal information we hold about you
request corrections to information that is inaccurate, incomplete, or out of date

To make a request, please contact us using the details below. We may need to confirm your identity before we can respond. We will respond as soon as we reasonably can, and within the timeframes required by law.

Third-party links

Our website may contain links to other websites, including our payment provider and social media pages. We are not responsible for the privacy practices of those sites, and we encourage you to read their privacy policies.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or legal requirements. The current version will always be available on our website, and the "last updated" date at the top shows when it was last revised. If you are not satisfied with how we have handled your information, you can raise a complaint with the Office of the Privacy Commissioner: Office of the Privacy Commissioner Website: privacy.org.nz Phone: 0800 803 909

If you have any questions, requests, or concerns about your privacy or this policy, please contact us:

Contact