Privacy Policy

1.Who We Are

Eterna Aesthetics & Wellness is a medical aesthetics and wellness clinic located in Orlando, Florida. We offer services such as aesthetic treatments, laser hair removal, facials, cosmetic injectables, hormone and wellness consultations, body composition assessments, and other medical wellness services.

The business responsible for your information under this Privacy Policy is:

2.Scope of This Policy

This Privacy Policy applies to information we collect through:

• our website at eternaorlando.com and its pages, forms, and booking tools;
• phone calls, emails, and online chat with our team;
• our SMS (text message) program; and
• our social media pages and online advertising, when you contact us or submit information through them.

Medical and treatment records created when you receive care at our clinic are governed by applicable healthcare privacy laws and our separate HIPAA Notice of Privacy Practices. See Section 9. This website Privacy Policy does not replace that notice.

3.Information We Collect

Contact information

Your name, email address, mobile or other phone number, and mailing address when you provide them.

Appointment and inquiry information

The services you are interested in, your preferred appointment dates and times, your preferred language, the content of messages you send us, and notes about your requests.

Form submissions

Information you enter into contact forms, booking forms, consultation requests, surveys, or landing pages, including any optional fields you choose to complete.

SMS opt-in preferences

Whether you have agreed to receive non-marketing text messages, marketing text messages, both, or neither; the date, time, and method of your consent; the consent language shown to you; and any opt-out (STOP) or help (HELP) requests you send.

Health-related information, when applicable

If you choose to share it, information about your health goals, concerns, treatment interests, or medical history. We ask that you do not send detailed medical information through general website forms, email, or text messages. Your provider will collect the clinical information needed for your care through our intake and patient record processes.

Website usage data

Information that is collected automatically when you visit our website, such as your IP address, browser type, device type, pages viewed, time spent on pages, referring website, and general location derived from your IP address.

Cookies and similar technologies

Information collected through cookies, pixels, and similar technologies, as described in Section 10.

4.How We Collect Information

• Directly from you, when you fill out a form, book or request an appointment, call us, email us, chat with us, text us, or visit our clinic.
• Automatically, through cookies and similar technologies when you use our website.
• From our service providers, such as scheduling, customer communication, and website hosting platforms that process information on our behalf.
• From advertising platforms, when you submit your contact information through a lead form on a social media platform and ask us to contact you.

5.How We Use Information

We use the information we collect to:

• respond to your questions and requests;
• schedule, confirm, remind you of, and manage appointments and consultations;
• provide, coordinate, and follow up on the services you request;
• send text messages you have agreed to receive, as described in Section 6;
• send emails about your appointments, inquiries, and, where permitted, our services and offers;
• operate, maintain, secure, and improve our website;
• understand how visitors use our website and measure the effectiveness of our advertising;
• keep records of your communication preferences, including consent and opt-out requests; and
• comply with legal, regulatory, and professional obligations, and protect our rights and the safety of our patients, staff, and visitors.

6.SMS Communications and Consent

We offer text messaging through the Eterna Aesthetics & Wellness SMS Messaging Program. Participation is optional and is based on your consent.

• Non-marketing messages may include appointment confirmations, reminders, scheduling updates, and responses to your inquiries.
• Marketing messages may include special offers, discounts, and service updates.

We ask for these two types of consent separately, so you can agree to one, both, or neither. Consent boxes on our forms are never checked for you, and you do not need to agree to receive text messages in order to submit a form, request an appointment, or receive our services. Providing your phone number on its own does not mean you have agreed to receive marketing text messages.

Message frequency may vary. Message and data rates may apply. Reply STOP to unsubscribe. Reply HELP for assistance. Full program terms are available in the SMS Messaging Terms & Conditions.

Our marketing text messages will not promote or offer prescription medications.

7.SMS Privacy: Mobile Information and Opt-In Data

We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. Your mobile phone number, your SMS consent, and the records of when and how you gave that consent are used only to operate our own messaging program and to keep accurate records of your preferences.

The only parties that may handle this information are service providers that support our messaging program on our behalf, such as our customer communication platform and messaging carriers, and only as needed to deliver messages and provide customer service. These providers are not permitted to use your mobile information for their own marketing.

8.How We Share Information

We share information only as described in this Privacy Policy. Mobile information and SMS opt-in data are always handled as described in Section 7, and nothing in this section expands those limits.

Service providers

We work with companies that perform services for us, such as website hosting, appointment scheduling, customer relationship management, email and text message delivery, payment processing, and website analytics. These providers receive only the information they need to perform their services for us and are expected to protect it. Our current service providers include Aesthetic Record, which maintains our patient records, and HighLevel, which supports our website, forms, and customer communications, including text messaging.

Healthcare operations

Information related to your care may be shared with the licensed providers involved in your treatment and as otherwise permitted or required by applicable healthcare privacy laws.

Legal and safety reasons

We may disclose information when we believe in good faith that it is required by law, regulation, subpoena, or court order, or that disclosure is necessary to protect the rights, property, or safety of Eterna, our patients, or others.

With your direction

We may share information when you ask us to or give us permission to do so.

9.Patient and Health Information

Because Eterna provides medical aesthetic and wellness services, some information you share with us may be health information. We take additional care with this information.

• Information in your patient record is handled in accordance with applicable federal and Florida healthcare privacy and medical records laws.
• Eterna is a covered entity under the Health Insurance Portability and Accountability Act (HIPAA). Our separate Notice of Privacy Practices explains how your protected health information may be used and disclosed and describes your rights regarding that information. The notice is available at our clinic, upon request, and at [VERIFY: Notice of Privacy Practices page URL once posted]. If there is a conflict between this Privacy Policy and our Notice of Privacy Practices regarding protected health information, the Notice of Privacy Practices controls.
• Website forms, email, and standard text messaging are not designed for sharing detailed medical information. Please share clinical details with your provider during your consultation or through our patient intake process.
• Our text messages are written to avoid including sensitive health details. Anyone with access to your phone may be able to see messages we send you.

10.Cookies and Tracking Technologies

Our website may use cookies, pixels, tags, and similar technologies to:

• keep the website working properly and remember your preferences, such as your language selection;
• understand how visitors use the website so we can improve it; and
• measure the results of our online advertising.

Some of these technologies are provided by third parties, such as analytics and advertising platforms, which may collect information about your use of our website over time. Our website currently uses Google Analytics, which helps us understand website traffic, and the Meta pixel, which helps us measure the performance of our advertising on Facebook and Instagram. We configure these tools so that they are not used to send health information collected through our website to advertising platforms.

You can opt out of Google Analytics by using the Google Analytics opt-out browser add-on, and you can manage how Meta uses information for ads through your Facebook or Instagram ad settings. You can also control or delete cookies through your browser settings. Blocking some cookies may affect how the website works. You can also use the privacy and ad settings offered by your browser, device, and social media accounts to limit personalized advertising.

11.Data Security

We use reasonable administrative, technical, and physical safeguards designed to protect the information we collect. Access to personal information is limited to team members and service providers who need it to do their work.

No website, internet transmission, email, or text message is completely secure, and we cannot guarantee the security of information you send to us. If you believe your information has been compromised, please contact us right away using the details in Section 17.

12.Data Retention

We keep personal information for as long as needed for the purposes described in this Privacy Policy, including providing services, keeping records of your communication preferences, and meeting legal, regulatory, tax, and medical record retention requirements. Records of SMS consent and opt-out requests are kept so that we can honor your choices and demonstrate compliance. When information is no longer needed, we delete it or de-identify it in line with our record retention practices.

13.Your Choices and Privacy Requests

• Text messages: Reply STOP to any message to opt out. Reply HELP for assistance.
• Email: Use the unsubscribe link in any marketing email. We may still send messages related to your appointments or requests.
• Access and correction: You may ask us to provide or correct the contact information we hold about you.
• Deletion: You may ask us to delete your contact information from our marketing lists and website records, subject to the records we are required to keep by law, including medical records.
• Patient records: Requests to access or amend medical records are handled as described in our Notice of Privacy Practices.

To make a request, contact us using the details in Section 17. We may need to verify your identity before completing a request. Depending on where you live, you may have additional rights under applicable law, and we will respond to requests as required by that law.

14.Children's Privacy

Our website and SMS program are intended for adults. We do not knowingly collect personal information online from children under 13. If you believe a child has provided us with personal information through our website, please contact us and we will delete it. Services for minors, where offered, require the involvement and consent of a parent or legal guardian.

15.Third-Party Websites

Our website may link to other websites, booking tools, or social media pages that we do not control. This Privacy Policy does not apply to those sites, and we encourage you to review their privacy policies.

16.Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will post the updated version on this page and change the effective date above. If we make material changes to how we handle SMS opt-in data, we will not apply those changes to information collected under a prior version without any consent required by law.

17.Contact Us

If you have questions about this Privacy Policy or want to make a privacy request, contact us:

Please also review our Terms & Conditions, including the SMS Messaging Terms & Conditions.