Privacy policy.
1. Who we are
Know Luna Pty Ltd (ABN 11 160 196 323) ("KnowLuna", "we", "us") is an Australian company with its office at Level 7, 222 Exhibition Street, Melbourne VIC 3000. We provide doctor-led, self-pay pathology testing and related telehealth services to adults in Australia. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and, because we handle health information, by the additional protections that apply to sensitive information, including applicable state and territory health records laws.
2. What we collect
Waitlist (now)
- Your first name and email address.
- Optionally, a coarse life-stage interest you choose from a list (for example "planning ahead" or "perimenopause"). This is optional, and you can select "prefer not to say".
- Your consent, the page you signed up from, the date and time, and the country your request came from.
We do not collect any health information on the waitlist beyond the optional interest you choose.
When you order a test (from launch)
- Identity and contact details: name, date of birth, sex, address, phone, email.
- Health information: your answers to the pre-test health questionnaire, relevant medical history and medications, your pathology results, and notes from your doctor consults.
- Payment information: processed by our payment provider. We do not store full card numbers.
- Account and technical information: login details, device and browser information, and how you use our website and account.
3. Why we collect it
- To keep you informed about our launch (waitlist), where you have consented.
- To provide our services: assessing whether a test is appropriate for you, issuing pathology requests, receiving and explaining results, and providing follow-up care.
- To meet our legal and clinical obligations, including record-keeping requirements that apply to health services.
- To run and improve our service, protect against misuse, and handle enquiries and complaints.
- With your separate consent, to send you information about KnowLuna services. You can withdraw this at any time.
4. Consent for health information
We collect health information only with your express consent, given at the point you order a test. You can withdraw consent at any time, though this may mean we can no longer provide a service to you, and we may be required to retain certain clinical records by law.
5. Who we share it with
- Our doctors, who are AHPRA-registered practitioners engaged by KnowLuna to review requests and explain results.
- Postal and courier providers and our nurse home-visit partner, who receive your name, delivery address and, for nurse visits, contact details and appointment time, to deliver and return home collection kits or attend a home visit. They do not receive your results.
- Our partner pathology laboratories, NATA/RCPA-accredited Australian laboratories, which receive the information needed to collect and process your sample and return results. Genomic tests may be processed by an accredited specialist laboratory; where any part of processing occurs overseas we tell you before you order and remain responsible for your information.
- Service providers who help us run our business (hosting, secure messaging, payments, customer support), under contracts that require them to protect your information.
- Your requesting doctor when you order with your own doctor's request (Option 1): the practitioner who signed the request receives your results, as pathology requests require.
- Your own GP or another health professional, only where you ask us to.
- Where required or authorised by law, for example mandatory notification of certain conditions to public health authorities.
We never sell your personal or health information. We do not share health information with advertising platforms.
6. Where your information is stored
Your personal and health information is stored on servers located in Australia, encrypted at rest and in transit. Some of our service providers may process limited non-health information (for example, email delivery) outside Australia; where this happens, we take reasonable steps to ensure they handle it in line with the APPs.
7. Security
We protect your information with encryption, access controls, audit logging of access to results, staff training and regular security review. No system is perfectly secure; if a data breach occurs that is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.
8. Cookies and analytics
Our website uses essential cookies to work, and, with your consent, analytics and advertising measurement cookies to understand how people use the site and whether our advertising is effective. Health information and the contents of your account are never shared with analytics or advertising providers. You can manage your preferences through the cookie banner or your browser settings.
9. Access, correction and deletion
You can access and correct the personal information we hold about you through your account or by contacting us. You can ask us to delete your information; we will do so unless we are required by law to retain it (health records must generally be kept for a minimum period after your last contact with us). Waitlist members can unsubscribe at any time using the link in any email or by contacting us, and we will remove your details.
10. Complaints
If you have a concern about how we have handled your information, contact our Privacy Officer at privacy@knowluna.com.au. We will acknowledge your complaint within seven days and aim to resolve it within 30. If you are not satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.
11. Changes
We will update this policy as our service develops, and always before we begin collecting any new category of information. The date at the top tells you when it last changed.
12. Contact
Know Luna Pty Ltd (ABN 11 160 196 323)
Privacy Officer
privacy@knowluna.com.au
Level 7, 222 Exhibition Street, Melbourne VIC 3000, Australia