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Privacy Policy
Welio is committed to protecting the privacy and security of any personally identifiable information you provide to us. Personally identifiable information is information that can be linked to a specific individual, and includes, but is not limited to, your name, address, phone number, email address, date of birth, and Medicare number.
This privacy policy explains how we handle and protect your personally identifiable information. We do this in line with Privacy Act 1988 and Australian Privacy Principles which can be found at www.oaic.gov.au
Welio reserves the right to modify or amend this policy at any time and for any reason. Any material changes to this privacy policy will be posted prior to their implementation. Questions regarding this policy should be submitted to privacy@welio.pkgibson.net, or sent via regular mail to: The Privacy Officer, Level 1, 144 Indooroopilly Rd, Taringa Q4068.
What information does Welio collect?
Welio only records personally identifiable information and other information that is reasonably required to do business with you. On all the Welio pages that collect personally identifiable information, Welio describes what information is required in order to provide you with the product or service you request. In an effort to keep the Welio service as simple as possible, profiles are created and stored for each of its users. A unique identifier for each profile is also created for our internal use, and is not shared outside of Welio.
Welio will collect personally identifiable information when you register to fulfil the legal and technical requirements of delivering our service to you. This information is available to you when logged in under the My Profile section in both website and mobile applications.
Welio may collect personally identifiable information such as your name, email address and/or telephone number whenever you contact us.
When you visit our website site, Welio records general information about your visit for statistical purposes. These statistics do not contain any personally identifiable information.
Welio uses “cookies” to store your preferences, record session information and collect information on how you visit and access our web pages. This helps us deliver and continue to improve our services. Cookies are small pieces of information that a web page transfers to your computer’s hard disk for record-keeping purposes. Cookies make the web more useful by storing information about your preferences on a particular site. Cookies in and of themselves do not personally identify you, only your computer. You can delete cookies from your computer at any time.
Welio uses highly secure third-party payment gateway services, which are audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, the payment gateway makes use of best-in-class security tools and practices to maintain a high level of security.
How do we use your information?
We only use your personally identifiable information for the purpose of providing our services and communicating with you in relation to our services. We send email and SMS appointment reminders unless specifically requested not to do so. We send email invoices and receipts unless specifically requested not to do so.
We may from time to time send you emails related to the services we provide, changes in this privacy policy, and other relevant matters. We may use your email address and/or telephone number(s) to contact you when you submit a suggestion, question, or inquiry.
Who do we share your information with?
We do not disclose information to anyone except the relevant Health Professional, their clinic staff and Patient.
We send personally identifiable information and encoded transaction identifiers to our third-party payment services provider to facilitate the payment transaction, which holds and handles all card data on a PCI DSS compliant hosted solution. Please refer to What information does Welio collect? for more information about payment services and PCI DSS compliance.
We may be required by law to disclose information you provide us with for the purposes of obtaining products or services. We may also disclose information about someone whose activities could cause harm to others (i.e. fraud). Other than in the circumstances outlined above the information you supply to us remains stored confidentially on our secure servers and is not shared with 3rd parties.
How can you control and access your information?
My Profile pages provide you with the ability to update your information and set notification preferences.
You are free to delete your profile at any time, however you should note that while this will render your information invisible to the general user system we are required by law to retain an audit trail.
If at any time you want to inquire about any of the personally identifiable information that we store, or to request any amendment or correction to that information, please contact us via email at privacy@welio.pkgibson.net, or via regular mail at Privacy Officer, Welio, Level 1, 144 Indooroopilly Rd, Taringa Q4068.
How we protect your information
Welio utilises Microsoft cloud services to store and access data and information related to providing services to its clients. Microsoft cloud services meet a broad set of international and industry-specific compliance standards, such as ISO 27001, HIPAA, FedRAMP, SOC 1 and SOC 2, as well as country-specific standards, such as Australia IRAP, UK G-Cloud and Singapore MTCS.
Welio also uses a third-party to provide secure voice and video calls, for which the security framework is based on the ISO 27001 Information Security Management System. ISO 27001 is a globally recognised, standards-based approach to security that outlines requirements for an organization’s information security management system (ISMS).
For some of our messages Welio uses Google’s mobile services platform which is compliant with the most stringent security and privacy requirements. All messages and images are encrypted and communicated in such a way as to prevent eavesdropping, tampering or message forgery. Messages and attachments may be hosted temporarily in a secure Australian database and permanently in our secure Microsoft database.
This policy was last updated on 30th September, 2020.
FOR ANY USER EXPERIENCING A MEDICAL EMERGENCY IMMEDIATELY DIAL 000.
The following terms and conditions govern your use of the WELIO website and mobile applications, as owned and operated by WELIO PTY LTD, including the www.welio.com website (WELIO), application, and any related services made available to users via WELIO. Strict compliance with these terms and conditions is a condition of use of all and any Welio-owned platforms and properties. Users not agreeing with the WELIO terms and conditions should immediately cease use and exit the site.
These terms should be read in conjunction with the WELIO privacy policy outlining organisational privacy policies and protocols.
WELIO provides secure two-way communications via audio or audio-visual means. WELIO does not provide healthcare consultancy, deliver health or health-related services in and of themselves. Any health care provider accessed via a WELIO property (including the WELIO website and smartphone application) are independent providers responsible for their own advice and undertakings. WELIO assumes no responsibility for, makes no representations or warranties with regard to the level of training, skill or quality of any healthcare professional accessed via WELIO. Neither WELIO nor any of its subsidiaries or affiliates or third parties associated with the delivery of the WELIO service, or via the serving of weblinks via which WELIO may be accessed shall be liable for any advice, undertakings, recommendations, diagnoses or other information provided via the WELIO service or website or smartphone application. WELIO does not recommend or endorse any specific medication, product, medical recommendation nor procedure nor does WELIO recommend the warrant any particular healthcare professional, organisation or individual. Implicit within the use of the WELIO platform is that the user acknowledges that any risk associated with use of the platform rests solely and exclusively with the user and, who assumes full responsibility for same.
All material associated with, and directly hosted on the WELIO site including copy, images, downloadable materials and standard operating procedures are the sole and exclusive property of Welio Pty Ltd. All rights are reserved under local and international copyright and trademark laws.
Any communication generated within the WELIO service, via text message, audio or audio-visual means or email whether via desktop, tablet or mobile device and whether to or from WELIO constitutes an electronic communication which the user has consented to send from WELIO or receive from WELIO. The user agrees that any consents or agreements provided to WELIO electronically are intended to have full legal force as if such consents were provided in writing.
Any user creating a WELIO account agrees to complete any related registration process utilising current, complete and entirely accurate information without omission or error. As the account holder, the user is responsible for all and any activities undertaken via such account. To the extent that the user is required to utilise an ID and password for access to password-protected areas, the user agrees that access to such password-protected areas will be gained purely and exclusively through the use of the user’s personal ID and password and not through the use of the ID and password of any other person or organisation. The user agrees to take all reasonably necessary steps to protect their ID and password, and not to disclose their ID and password to any third party. The user agrees that all activity occurring under their ID and password is their responsibility. The user agrees that at the discretion of WELIO a user maybe blocked or excluded from the use of WELIO.
Users a strictly prohibited from attempting to, directly or indirectly, of and in themselves or through a third party, violating the security of WELIO or its related properties. This includes (but is not limited to) logging on to a server or an account for which the user is not authorised to access; attempting to test or probe network security or to breach any aspect of site security or user authentication without the appropriate authorisation. In addition, users are prohibited from accessing, or attempting to access, data not directly relevant to (or intended for) that specific user. WELIO expressly prohibits the use of any form of mechanised or robotic data capture, via scraper or other equivalent intervention or by any means whatsoever to copy, capture or access data from WELIO or any of its related properties. Deep-linking to any particular element of content within WELIO or any of its related properties is expressly prohibited, as is any attempt to subvert, avoid, exclude or by any other means prevent or restrict access to WELIO or any of its related properties. Users agree not to use any form of device, software, manual process or automated mechanism of any kind whatsoever to interfere with the good and proper working of WELIO or its related properties.
WELIO and its related properties reserve all rights to engage in full and proper collaboration with law enforcement authorities, both in Australia and abroad, in relation to users potentially involved in violations of these terms and conditions.
The user acknowledges that WELIO and its related properties do not provide medical services, and the use of the WELIO platform should not be construed as WELIO in and of itself providing any form of medical representation or guidance. The user acknowledges that, without limitation any video, audio, illustrations, drawings, text or text messages, photographs, copy or any other form of graphics is provided for information purposes only and does not constitute professional healthcare advice, nor should be construed as a diagnosis or recommendation of any kind. The user agrees that nothing in the makeup, content or structure of the WELIO platform or that of its related properties should be construed as leading to, or manifesting in, the creation of a doctor-patient relationship and that the relationship the user has with their healthcare professional is limited to themselves and their healthcare professional directly.
The user agrees to indemnify WELIO and its related parties from and against any and all third-party claims, damages and expenses reasonably incurred by WELIO and its related entities in anyway arising out of the user’s breach of these terms and conditions in part or in whole.
The user agrees that WELIO and any of its related parties are neither responsible nor liable for any direct, indirect, incidental, consequential, special, punitive or extraordinary damages whatsoever (including, without limitation, any resulting from lost profits, data or lost business continuity) arising out of, or relating in any way to, the use of WELIO or its related properties under statute for common law. The user agrees that this indemnification applies irrespective of whether any such a claim may be based on warranty, tort or contract. Beyond that as maybe required by reasonable application of applicable law within the relevant jurisdiction, WELIO liability shall in all events not exceed the amount of AU$25.00.
Subject to user compliance with these terms and conditions of use, WELIO grants the user a limited, non-exclusive and non-transferable, non-sub-licensable license to access and use WELIO and its related properties for personal and non-commercial use. This license does not allow for any resale, redistribution or any other derivative use of WELIO or its related properties. This license does not allow for any downloading, copying or any other use of WELIO account information in a way that is inconsistent with its intended use. This license does not allow for the use of data mining or extraction tools and no part of the WELIO or related product offering may be sold, resold, copied, reproduced, duplicated or otherwise exploited for commercial gain without the express and prior written approval of WELIO. This license does not allow for the use of meta tags or any form of hidden text utilising any asset owned by WELIO or its related entities.
With regard to access, WELIO does not guarantee or warranty that any particular usage occasion will be uninterrupted or entirely error-free. Scheduled and ad hoc maintenance and connectivity outages in addition to bandwidth limitations may all impact upon service provision.
Users agree, when using WELIO or its related properties, not to provide any personal information, uploads, postings, comments, texts or sharing information via audio or audio-visual means which is false, misleading or inaccurate, obscene, threatening, fraudulent, likely to impinge upon privacy or copyright protection, or in any way unlawful.
The user acknowledges that, to the extent permitted by law, WELIO is provided on an ‘as is’ basis without any guarantee or warranty as to fitness-for-purpose with this provision forming an essential part of this agreement. Any and all responsibility and risk associated with use of the site will remain with the user.
The user acknowledges that all and any intellectual property along with any derived works associated with WELIO remains solely and exclusively with WELIO Pty Ltd.
WELIO reserves the right to undertake modifications to these terms and conditions at any time with such modifications to come into effect immediately upon publishing to web. Any use of this website after such changes will be taken and deemed an acceptance of those changes. The user agrees to review terms and conditions upon each use of WELIO.
The user acknowledges that WELIO uses Google Analytics as a third-party analytics package, which can use cookies to track non-personal information.
Should a court of competent jurisdiction determine that any particular provision within this agreement is unenforceable, such provision should be excluded to the minimum extent necessary such that any remaining terms shall otherwise remain in full effect.
Send your enquiry below, and the WELIO team will be happy to respond.
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