Privacy Policy

We’re committed to protecting the privacy of all individuals that provide Personal Information to us, including the data recorded by customers in their “New Patient Consultation”. This Privacy Policy explains how we collect, protect, use and share personal information.

We may review and change this policy from time to time. When we do, we'll update this version.

Let's go through a few definitions before we get started:

  • ‘WYLD Chiropractic’ is any or all of the Auckland based Chiropractic practices referred to as WYLD Chiropractic.

  • ‘Patient’ or ‘Customer’ is a user of the services provided by WYLD Chiropractic and who has agreed to our Terms of Service.

  • ‘Personal Information’ means information that can identify an individual.

Personal Information we collect

We collect personal data in a couple of different ways—directly and indirectly.

Personal Information We Collect Directly From You

We directly collect Personal Information if you complete a New Patient Health History form and if you send an enquiry to us from our website, or get in touch with us by chat, email, or phone. We may also collect some Personal Information if you engage with us through social media.

This information can include your name, gender, date of birth, country of birth, addresses, telephone numbers, email addresses.

We do not directly collect any special categories of personal data about you. This includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, and genetic and biometric data. Nor do we collect any information about criminal convictions and offences.

Personal Information We Collect Indirectly

We indirectly collect Personal Information when someone is referred to our practice. A typical scenario would be when a healthcare professional refers a patient to our office and sends personal information about a patient. We may request personal information and health records and imaging from another health professional and/or a Picture Archiving and Communication System, eg a hospital or Pacific Radiology.

This information can include names, genders, dates of birth, countries of birth, residential addresses, telephone numbers, email addresses, a person’s emergency contacts, health insurance numbers, ACC claim details, health history, health status and patient treatment notes and records.

In addition, in order to improve our services, we use data that can be retrieved from cookies, and other technology whose purpose is gathering data about website use. This data may include:

  • Browser and hardware data, such as IP address, type of device, operating system, browser type, screen resolution, language, device make and model, as well as the versions of the above mentioned services.

  • Cookie and tracking technology data, which would include pages visited, time spent on pages, language preferences, and other anonymous traffic data.

How this information is used

Generally speaking, the Personal Information we collect is used by us to inform our decision making in how to best look after the Patient. The Personal Information we collect about our own Patients may also be used for billing, identification, authentication, and for contacting them if we need to.

We may, with consent, use email addresses to share reports, advice, news, tips, updates and special offers. People who receive these promotional emails can unsubscribe at any time, please email info@wyldchiropractic.co.nz with UNSUBSCRIBE in the subject line.

Personal Information relating to third parties will not be shared with any other entity unless the person it relates to has agreed to our terms and conditions.

We may use other data for a range of different purposes, provided we comply with applicable law and our contractual commitments, such as:

  • To deliver customer service and assist you with any inquiries you may have.

  • To analyze trends, administer or optimise our service, monitor usage or traffic patterns and gather demographic information about our user base as a whole.

  • To control unauthorised use or abuse of our database—or otherwise detect, investigate or prevent activities that may violate our policies or be illegal.

How information is disclosed

Except as described in this Privacy Policy, WYLD Chiropractic will not share, sell, or rent Personal Information with anyone without your permission or unless ordered by a court of law.

We work with third-party services in New Zealand and Australia, such as:

  • ‘Cliniko’ our practice management software, located in Australia

  • ‘Submitkit’, our ACC invoicing agent, located in New Zealand

that we allow access to Personal Information, and may use it on our behalf strictly for the purposes for which they are engaged. We minimise the amount of personal data that is utilised by these services, and we have ensured that these services process your data in accordance with the appropriate regulations. We are not responsible for the privacy policies and practices of these third-party services.

We may forward personal information and health records to another health professional if requested.

In rare circumstances, we may be obliged to disclose Personal Information if disclosure is required to comply with the law, if we believe it is necessary to protect our rights, or if the ownership and assets of WYLD Chiropractic were to be transferred to another party.

The security of your Personal Information

We take security seriously, and so do our third party services. Data is encrypted, stored in state-of-the-art facilities, access is restricted to those who have a need to know, and the technology to maintain security is regularly reviewed.

In the event that there is a breach and your Personal Information that we have collected directly is at risk, you will be notified within 96 hours of discovering the breach. You will be informed of what information is at risk, steps that we have taken to ensure your safety, and what action we are taking or have taken to rectify the breach.

Access, correct or delete Personal Information about you

You can request access to the Personal Information you have provided to us, via email to info@wyldchiropractic.co.nz.

If you think there’s a problem with the Personal Information we hold about you, you can request a correction. This enables you to have any incomplete or inaccurate data we hold about you corrected.

If you want to request erasure of your Personal Information, we'll take all reasonable steps to do so unless we are required to keep it for legal reasons, which will be notified to you, if applicable, at the time of your request.

Refund Policy

If you are unhappy with the service you received, we encourage you to speak to management. We are committed to providing a positive experience and will work to address your concerns.

If you purchased a concession package for a specific service and are dissatisfied, we want to ensure you have the best possible experience. As a first step, we suggest trying a different practitioner within the same therapy. If this doesn't resolve the issue, we are happy to transfer your remaining credit to another therapy to see if it better suits your needs. If, after these steps, you are still unsatisfied, we offer a variety of options to resolve the issue, including a partial refund.

Please note that if you ultimately choose a refund, your discounted session invoices will be upgraded to the full pay-as-you-go rate. To receive a refund for the discount portion, please schedule an appointment to discuss with your practitioner at the clinic.

Concessions

Concessions or packages are valid only for the specific service they were purchased for.

Cancellation Policy

  • Massage/Acupuncture/Dry Needling/Cupping/Naturopathy: Deposits are refundable if rescheduled with at least 12 hours' notice during weekdays. A processing fee of $5 applies. Cancellations within 12 hours incur a $65 fee. If you have concessions, the discount portion will not be refunded upon cancellation.

  • Chiropractic Services: Cancellations with less than 48 hours' notice incur a $35 fee.

  • Missed Appointments: Missed appointments (including ACC Chiropractic and Acupuncture) will be charged the full price. If you have a concession this will be charged at the usual session rate.

Membership Policy

  • Minimum Term:

    • This membership is for a minimum term of 3 months. After the initial 3 months, membership will automatically renew on a monthly basis unless canceled with 30 days' written notice.

  • Cancellation:

    • You may cancel your membership at any time by providing 30 days' written notice to WYLD Chiropractic. You are responsible for all membership fees incurred up to the date of cancellation. Please note that if you cancel your membership within the initial 3-month period, a penalty fee of $200 will apply.

  • Disclaimer of Results:

    • This membership does not guarantee any specific results or outcomes. Chiropractic care is a process, and individual results may vary. Your membership fee covers access to chiropractic/massage/infrard sauna services, not a guarantee of any particular outcome.

  • Practitioner/service Availability

    • This membership is not subject to the availability of any specific practitioner. We will make every effort to accommodate your preferred practitioner, but we reserve the right to assign you to another qualified practitioner if necessary due to scheduling conflicts or other unforeseen circumstances.

  • Addressing Concerns

    • If you have any concerns about your care, please do not hesitate to speak to your assigned practitioner. If you feel uncomfortable raising the issue with your primary practitioner, you may request to be assigned to a different practitioner within the clinic. We are committed to providing you with a comfortable and positive experience.

Additional Terms

  • This membership is non-refundable and non-transferable.

  • This membership does not cover the cost of any additional services, such as X-rays, physiotherapy, or massage therapy.

  • If you have private insurance and would like to claim through them, WYLD Chiropractic will send the receipt from each appointment after the appointment has taken place for you to organise reimbursement

  • We reserve the right to modify these terms and conditions at any time with written notice.

  • By enrolling in this membership, you agree to these terms and conditions.

Hot & Cold Booking Policy

In addition to our general Studio Terms, the following applies specifically to Hot & Cold bookings:

  • Reservations Required: Reservations are required for all Hot & Cold bookings. You can book online or by calling the studio.

  • Cancellation Policy:

    • We require at least 12 hours' notice to cancel your Hot & Cold booking without penalty.

    • Cancellations with less than 12 hours' notice will result in a 50% cancellation fee of the booked session.

    • No-shows will be charged the full price of the booked session.

  • Late Arrivals: We are unable to extend Hot & Cold sessions to accommodate late arrivals. Your session will end at the scheduled time.

  • Studio Etiquette: Please be mindful of other clients sharing the Hot & Cold facilities. Maintain a respectful volume and avoid using the facilities while under the influence of alcohol or drugs.

  • Medical Conditions: If you have any medical conditions that may be impacted by using the Hot & Cold facilities, please consult with your doctor before booking. WYLD reserves the right to refuse treatment for medical reasons.

  • Combining with WYLD Concessions: WYLD Concessions (5, 10 & 20 packs) can be used towards Hot & Cold bookings. Standard WYLD Concession terms apply (3-12 month validity, no refunds/transfers/extensions).

  • Introductory Offers: Introductory offers may be applicable to Hot & Cold bookings, depending on the specific offer.

  • Deposits: Deposits are not currently required for Hot & Cold bookings. However, the general cancellation policy (above) applies.

  • Policy Amendments: WYLD reserves the right to amend these policies at any time. Please check our website or studio signage for the latest information.

  • Memberships: Minimum 3-month term. After the initial 3 months, membership will automatically renew on a monthly basis unless canceled with 30 days' written notice. A penalty fee of $200 applies if you cancel within the initial 3-month period.

Questions or complaints

If you have any questions or complaints about our Privacy Policy or the way we handle your Personal Information, you can contact us at info@wyldchiropractic.co.nz. This is our preferred method of contact.