House Of Pharmacy

Privacy

House of Pharmacy Privacy Policy

Last updated: 4 August 2026

House of Pharmacy Retail Services Pty Ltd (ABN 58 682 591 546) owns and operates the House of Pharmacy and Pharmacy Run brands. This Policy explains how we handle personal information across both brands.

Pharmacy products and professional pharmacy services are provided by partner pharmacies. When you use Pharmacy Run, we operate the platform and collect payments on behalf of the partner pharmacy.  We and partner pharmacies may share information where needed to provide your service.

1. About this Policy

In this Policy, we, us and our mean House of Pharmacy Retail Services Pty Ltd. The Policy applies to our websites, accounts, customer support, marketing, payment and platform services. It also explains when we share information with partner pharmacies and service providers.

We follow the Privacy Act 1988 (Cth), the Australian Privacy Principles and, where applicable, the Health Records and Information Privacy Act 2002 (NSW) and the NSW Health Privacy Principles. A partner pharmacy may also provide privacy information about the patient or dispensing records it holds.

2. Information we collect

The information we collect depends on how you deal with us. It may include:

  • identity and contact details, such as your name, date of birth, address, phone number and email address;
  • account details, login records, communication preferences and details of an authorised representative;
  • order, payment, refund, delivery, identity-check and customer-support information;
  • health information, including prescriptions, eScript tokens, repeats, medicines, allergies, health conditions, patient forms, pharmacist consultations, vaccinations, and Medicare or concession details;
  • website and device information, such as IP address, browser, cookies, security logs and how you use our websites; and
  • feedback, complaints, recall or safety information, CCTV footage, and recruitment or business contact details where relevant.

We collect health and other sensitive information only where it is permitted and reasonably needed. If you do not provide required information, we may be unable to provide a pharmacy service, process an order or payment, or deliver an item. You may deal with us anonymously or using a pseudonym where practical and lawful, but pharmacy and secure transaction services usually require identification.

3. How we collect information

We usually collect information directly from you when you visit a website or pharmacy, create an account, complete a form, submit a prescription, place an order, make a payment, subscribe to marketing or contact us.

We may also receive information from your parent, guardian, carer or authorised representative; a prescriber or other health professional; a partner pharmacy; authorised prescription, pharmacy or Medicare systems; and providers that support payments, identity checks, delivery, technology, security or customer service. We may collect information from regulators or public sources where the law allows.

4. How we use information

We use personal information to:

  • provide and coordinate pharmacy services, including pharmacist review, dispensing, medicine supply and delivery;
  • operate accounts, orders, payments, refunds, delivery and customer support;
  • verify identity, authority, prescriptions, eligibility and delivery requirements;
  • manage recalls, safety issues, complaints, fraud, security and legal or regulatory obligations;
  • communicate with you about your service, order or account; and
  • maintain and improve our services using controlled and, where practical, de-identified or aggregated information.

A pharmacist makes clinical and dispensing decisions. We do not sell personal or health information. We do not use prescriptions, eScripts, medicine histories, patient forms, consultation notes or other clinical information for targeted advertising or marketing profiles.

5. Who we share information with

We share only the information reasonably needed with:

  • partner pharmacies and their authorised pharmacists and staff;
  • your authorised representative, prescriber or another authorised health professional;
  • prescription, pharmacy, Medicare and authorised health-program providers;
  • payment, banking, fraud, identity, delivery, hosting, software, communications and security providers;
  • manufacturers, wholesalers or product sponsors where needed for supply, safety or a recall; and
  • professional advisers, regulators, courts, government agencies, law enforcement or emergency services where required or permitted by law.

We may also use or disclose information with your consent, for a related purpose you would reasonably expect, to prevent a serious threat to health or safety, or where the law otherwise allows or requires it.

6. Marketing and service messages

House of Pharmacy and Pharmacy Run are both operated by us. If a marketing sign-up form clearly names both brands, you may receive marketing about either brand. If it names only one brand, we will limit marketing to that brand unless you later choose otherwise.

Creating an account, placing an order, submitting a prescription or making an enquiry does not by itself sign you up for marketing. Every marketing message will identify the relevant brand and House of Pharmacy Retail Services Pty Ltd and provide an easy way to unsubscribe. An unsubscribe-from-all request will stop marketing from both brands within five working days. It will not stop necessary pharmacist, order, payment, delivery, safety, recall or security messages.

7. Cookies and website data

Our websites use cookies and similar technologies for essential functions, security, preferences, analytics and, where you allow it, marketing. House of Pharmacy and Pharmacy Run publish separate cookie notices because their websites use different technology. We do not permit advertising or behavioural tracking on prescription, eScript, consultation or other health-sensitive pages or events.

8. Storage, security and overseas providers

We store information in systems managed by us and trusted providers. We use safeguards appropriate to the sensitivity of the information, including access controls, encryption, multi-factor authentication, monitoring, backups, staff training and incident-response processes. No system is completely risk-free, so please protect your login details and eScript tokens and tell us if you suspect unauthorised access.

Some technology, communications, payment or support providers may store or access limited information outside Australia, including in the United States. Where personal information is disclosed overseas, we take the steps required by Australian privacy law.

We keep information for as long as required for pharmacy, health, payment, tax, safety and legal purposes. When it is no longer needed and we are permitted to do so, we securely destroy or de-identify it.

9. Access and correction

You may ask to access, inspect or receive a copy of personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading. You may also authorise another person to act for you.

Email info@houseofpharmacy.com.au with the subject Privacy request. Please identify the service, pharmacy or order involved and what you want to access or correct. We will verify your identity and, if relevant, your representative’s authority. If the information is held by a partner pharmacy, we may refer the request to that pharmacy.

10. Privacy complaints

Email info@houseofpharmacy.com.au with the subject Privacy complaint and tell us what happened, when it happened and the outcome you are seeking. Please do not send passwords, complete card details or active eScript tokens. We will investigate and aim to respond in writing within 10 days.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (1300 363 992) or the Information and Privacy Commission NSW (1800 472 679). Time limits may apply.

11. Children and authorised representatives

We may hold information about children or people assisted by a parent, guardian, carer or other authorised representative. We consider the person’s capacity, consent, safety and confidentiality and may ask for proof of identity or authority before providing information or accepting instructions.

12. Contact and updates

Privacy Officer
House of Pharmacy Retail Services Pty Ltd
3 Coal Street, Silverwater NSW 2128
info@houseofpharmacy.com.au | 1800 875 225