Privacy Policy

About this policy

This policy explains how PetDashAU Pty Ltd (ABN 12 345 678 901) collects, uses, discloses and protects personal information when you visit our website, create an account, place an order, open a trade account or contact us. We are an Australian business and handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. We also describe the rights of people in the European Economic Area and the United Kingdom (under the GDPR) and in California (under the CCPA/CPRA), in case they apply to you. We deliver within Australia only.

In short: we collect what we need to take and deliver your order, look after your account and talk to you; we never store your full card number; we do not sell your personal information; and you can ask us to see, correct or delete your information, or stop marketing, at any time.

Information we collect

Type	Examples
Identity and contact	Name, email address, phone number; for trade accounts, business name, ABN and the contact details of the people on the account
Delivery and billing	Delivery and billing addresses, delivery instructions
Orders and transactions	What you bought and when, prices, discounts and codes used, delivery and tracking details, returns and refunds, invoices and, for trade accounts, statements and payment history
Payment	Payment confirmations and reference numbers from our payment provider. We don't receive or store your full card number or security code: cards are handled by Stripe on its own payment page. If you subscribe, Stripe keeps your saved payment method and we keep only a reference to it
Account and preferences	Your password (stored scrambled, never in plain text), saved addresses, wishlist and compare lists, rewards points and tier, subscriptions, marketing and notification choices, and reviews you write
Communications	Messages you send through our contact form, support tickets and emails to us, and our replies
Device and usage	IP address, browser and device type, pages viewed, and the cookies and identifiers described below
Notifications	If you turn on browser notifications, the identifier your browser gives us so we can send them

We don't knowingly collect sensitive information (such as health, racial or religious information) about you. Information about your pets (for example what you buy for them) is part of your order history.

How we collect it

From you: when you place an order, create or update an account, write a review, contact us, subscribe to emails or apply for a trade account.
Automatically: through cookies and similar technologies when you use the website.
From others: our payment provider (to confirm a payment), and delivery carriers (to confirm a delivery).

If you use the address suggestions at checkout, the part of the address you type is sent to Australia Post's address lookup service to return suggestions.

How we use it

To provide what you asked for: process and deliver orders, take payment, issue invoices, handle returns and refunds, run your account, rewards and subscriptions, and give you support.
To keep things safe: prevent fraud and misuse, secure the website and our systems, and meet our legal duties, including tax and consumer law record-keeping.
To communicate with you: send order, delivery, account and subscription messages, and answer your questions.
To market to you, where allowed (see below), and to measure whether our marketing works.
To improve the website and our range: understand how the site is used, fix problems and decide what to stock.

Legal bases (GDPR): where the GDPR applies, we rely on performing our contract with you (orders and accounts), our legitimate interests (security, fraud prevention, improving the site, and marketing to existing customers), your consent (where we ask for it, for example browser notifications) and legal obligations (tax and accounting records).

Marketing and your choices

With your consent, or as the law otherwise allows, we send marketing emails such as offers, new products, reminders about items left in your cart and messages if you haven't ordered for a while. You can stop marketing at any time:

click Unsubscribe at the bottom of any marketing email (it works in one click);
turn off marketing emails under Account → Profile → Notifications; or
turn off browser notifications in your browser settings, or contact us.

We'll still send messages that are part of your order or account, such as confirmations, tracking, return updates and security messages, because you need them.

Reminders based on your orders

To be helpful, we sometimes use your order history to send you automated suggestions: for example a “time to restock?” email for something you buy regularly, or, for trade accounts, reorder reminders and alerts that an item you've ordered is back in stock or has dropped in price. We work these out automatically from what you've bought; they don't have legal or similarly significant effects on you, and you can opt out of them with the unsubscribe link in the email.

Cookies and similar technologies

Cookies are small files stored on your device. We use:

Essential cookies that make the website work: they keep you signed in, remember your cart and protect forms and payments from misuse. These can't be switched off without breaking the site.
Analytics cookies from Google Analytics (names starting with _ga), which tell us how visitors use the website, such as which pages are popular, so we can improve it. Google processes this data for us.

You can block or delete cookies in your browser settings, though some parts of the website won't work without the essential ones. You can also stop Google Analytics by using Google's browser add-on. We don't use advertising or retargeting cookies as at the date of this policy; if that changes, we'll update this policy first.

We do not sell your personal information, and we don't share it for cross-context behavioural advertising. We share it only with:

Payment provider: Stripe, to process your payment and refunds.
Delivery carriers: Australia Post and other couriers, who need your name, address and phone number to deliver, and your email for tracking.
Technology providers that host our website, deliver our emails, keep encrypted backups and provide analytics (currently including Amazon Web Services and Google). They may handle your information only to provide those services to us.
Professional advisers such as accountants, lawyers and insurers, where needed.
Authorities, when the law requires or permits it, or to protect rights, safety or property.
A buyer, if our business or part of it is sold, in which case your information would be handled under this policy or one no less protective.

Overseas disclosure

Some of the providers above, such as Stripe and Google, process information in other countries, including the United States and elsewhere. Where we send personal information overseas, we take reasonable steps to make sure the recipient protects it consistently with the Australian Privacy Principles, and, where the GDPR applies, we rely on appropriate safeguards such as standard contractual clauses.

How we protect it

We protect personal information with measures including encrypted connections (HTTPS), passwords stored in scrambled form, restricted staff access, security updates, encrypted backups, and payments handled by Stripe, which is certified to the highest level of the Payment Card Industry standard. No online system is completely secure, so please use a strong, unique password and keep it private. If a data breach is likely to cause serious harm, we'll notify the people affected and the Office of the Australian Information Commissioner as the law requires.

How long we keep it

Orders, invoices and payment records: at least 5 years, as Australian tax and business record-keeping law requires.
Your account: until you ask us to close it. After that we delete or de-identify it, keeping only what we must keep.
Support messages: for as long as needed to help you and for a reasonable time afterwards.
Marketing preferences: until you unsubscribe, and we then keep a record that you opted out so we don't email you again.
Analytics data: for the period set in our analytics settings (up to 14 months).
Backups and logs: for a limited, rolling period, after which they are overwritten.

Your rights and choices

You can ask us to see the personal information we hold about you, correct it, or delete it, and to stop using it for marketing. Most of it can be updated in your account. For anything else, email contact@petdashau.com or contact us. We'll confirm your identity first, and respond within 30 days. We may need to keep some information (for example tax records) or may decline a request as the law allows, and we'll explain if so. Access is usually free; we may charge a reasonable fee for large or complex requests under Australian law.

If you are in Australia

You have the rights of access and correction under the Australian Privacy Principles, and you can complain to us and then to the Office of the Australian Information Commissioner (OAIC).

If the GDPR applies to you (EEA and UK)

You may also have the right to restrict or object to processing, to receive your data in a portable format, to withdraw consent at any time (without affecting earlier processing), and to complain to your local data protection authority.

If you are a California resident

You may ask us what personal information we collected about you, to delete it, or to correct it. You may also opt out of the “sale” or “sharing” of personal information: we don't sell or share it, so there is nothing to opt out of. We won't treat you differently for using your rights. You can ask an authorised agent to make a request for you, and we may need to confirm their authority. We respond within 45 days.

Children

Our website is for adults and isn't directed at children. We don't knowingly collect personal information from anyone under 16. If you believe a child has given us personal information, please contact us and we'll delete it.

Other websites

Our website may link to other sites. We don't control them and aren't responsible for their privacy practices, so please read their policies.

Changes to this policy

We may update this policy as our business or the law changes. The current version is always on this page, with its “last updated” date, and we'll tell you about significant changes by email or a notice on the website.

Contact and complaints

For any privacy question, request or complaint, contact our team at contact@petdashau.com or +61 2 1234 5678, or write to PetDashAU Pty Ltd, 1 Example Street, Melbourne VIC 3000. We'll acknowledge your complaint promptly and aim to resolve it within 30 days. If you aren't satisfied, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au, or, if the GDPR applies to you, to your local data protection authority.

Questions about this policy?