Privacy Policy

Information we may collect

We may collect personal information including:

• your name
• phone number
• email address
• home or appointment address
• information you provide through our website contact form
• booking and appointment details
• limited payment and transaction information
• details about your pet that are relevant to providing our services
• information about your pet’s usual veterinary clinic
• access, parking or other information relevant to attending your home
• communications you have with us by phone, text message, email or through our website
• any other information you choose to provide to us

We only seek information that is reasonably relevant to providing or administering our services.

How we collect information

We generally collect information directly from you when you:

• make an appointment online
• complete a booking or intake form
• submit an enquiry through our website
• call, text or email us
• communicate with us before, during or after an appointment
• make a payment

We may also receive limited information from another person acting on your behalf or, where appropriate, from your pet’s veterinary clinic.

Our website may also automatically collect limited technical information such as browser type, device information, pages visited and website usage data through Squarespace, cookies and similar technologies.

Why we collect and use your information

We may use your personal information to:

• respond to enquiries
• arrange and manage appointments
• provide in-home veterinary services
• prepare appropriately for your pet’s appointment
• contact you regarding your booking
• send booking confirmations, reminders or other service-related communications
• confirm and reconcile payments
• arrange or coordinate aftercare where applicable
• maintain appropriate business and appointment records
• communicate with your pet’s usual veterinary clinic where appropriate
• respond to questions, concerns or complaints
• maintain, secure and improve our website and services
• comply with legal, regulatory, insurance or professional obligations

We do not use information collected through an appointment or enquiry for unrelated marketing unless you have separately agreed to receive marketing communications.

Your pet’s veterinary clinic

If you provide details of your pet’s usual veterinary clinic, we may contact that clinic where reasonably necessary in connection with your pet’s care.

Following an appointment, we may also contact the clinic to let them know that your pet has passed so that their records can be updated.

If you do not want us to contact your veterinary clinic, please let us know.

Online bookings and third-party providers

We use third-party services to help operate our website and provide booking, payment and administrative functions.

These may include:

When you make an online booking, submit information through our website, or make a payment through one of these services, some information may be processed or stored by those providers in accordance with their own privacy policies and terms.

We may also use third-party providers for services such as website hosting, data storage, email delivery, website analytics, communications and payment processing.

We only provide these service providers with information reasonably necessary for them to perform their functions.

Payments

Payments may be processed through third-party payment providers, including Square and Hnry.

Payment information is handled directly by the relevant payment provider in accordance with their own privacy and security practices.

We may receive limited transaction information, such as confirmation that a payment has been made, the amount paid, and related invoice or transaction details where necessary for our business and accounting records.

Disclosure of personal information

We do not sell or trade your personal information.

We may disclose personal information where reasonably necessary to:

• service providers assisting us with bookings, payments, communications, website hosting or administration
• your pet’s veterinary clinic
• cremation or aftercare providers where you have asked us to arrange those services
• professional advisers, insurers or regulatory bodies where required
• law enforcement, government agencies or other parties where disclosure is required or authorised by law

We may also disclose information with your consent.

Overseas processing and storage

Some of the technology providers we use, including website, scheduling, payment or cloud service providers, may process or store information on systems located outside Australia.

The countries involved may change depending on the service provider and their infrastructure.

Where practical, we take reasonable steps to use reputable providers with appropriate privacy and security safeguards.

How we protect your information

We take reasonable steps to protect the personal information we hold against misuse, interference, loss, unauthorised access, modification or disclosure.

These measures may include:

• password-protected systems
• restricted access to business accounts and records
• reputable third-party software and service providers
• appropriate device and account security
• secure payment processing services

No online system can be guaranteed to be completely secure, but we take reasonable precautions appropriate to the information we handle.

How long we keep information

We retain personal information for as long as reasonably required for the purposes for which it was collected, including the provision of services, administration, record keeping and any applicable legal, insurance or professional requirements.

Information that is no longer reasonably required may be deleted, destroyed or de-identified where appropriate.

Accessing or correcting your information

You may contact us if you would like to:

• request access to personal information we hold about you
• correct information that is inaccurate or out of date
• ask a question about how your information is handled

We may need to confirm your identity before providing access to personal information.

Cookies and website analytics

Our website may use cookies and similar technologies provided by Squarespace or other service providers.

These may help with:

• website functionality
• security
• understanding how visitors use the website
• measuring website performance

You can generally control or disable cookies using your browser settings, although doing so may affect some website functionality.

Privacy complaints

If you have a concern about how we have handled your personal information, please contact us first so that we can investigate and try to resolve the matter.

Please provide enough information for us to understand your concern.

We will aim to acknowledge and respond to privacy concerns within a reasonable period.

Where applicable, you may also have the right to contact the Office of the Australian Information Commissioner (OAIC).

Changes to this policy

We may update this Privacy Policy from time to time if our services, technology providers or information-handling practices change.

The current version will be published on our website with the date it was last updated.