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Legal

Privacy policy.

How Petwhisk collects, uses and protects your personal information.

On this page

Last updated: [DATE]

1. About this policy

This policy explains how [LEGAL ENTITY NAME] (ABN [ABN]), trading as Petwhisk, handles personal information. It applies to petwhisk.com.au and to any dealings you have with us.

We handle personal information in a way consistent with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. What we collect

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

  • Your name, email address, phone number and delivery address
  • Order history and details of products you have viewed or purchased
  • Correspondence with our support team
  • Account login details if you create an account
  • Technical information such as IP address, browser type and pages visited

We do not collect sensitive information as defined in the Privacy Act, and we ask that you do not send it to us.

3. How we collect it

We collect information directly from you when you place an order, create an account, subscribe to our newsletter, or contact us. We also collect some technical information automatically when you browse the site.

Where it is reasonable and practicable, we collect personal information directly from you rather than from a third party.

4. Why we collect it

We use personal information to:

  • Process and deliver your orders, and provide tracking
  • Respond to enquiries and provide customer support
  • Handle returns, refunds and warranty matters
  • Maintain your account and order history
  • Send marketing communications where you have asked to receive them
  • Improve the website and understand how it is used
  • Meet our legal and record-keeping obligations

5. Who we share it with

We do not sell personal information. We share it only where necessary, including with:

  • Delivery carriers and fulfilment partners, so your order can be shipped
  • Payment providers, to process transactions
  • IT and hosting providers who support this website
  • Email and marketing platforms, where you have subscribed
  • Professional advisers, and law enforcement or regulators where required by law

6. Overseas disclosure

Cross-border handling

Some of our service providers — including hosting, email and analytics platforms — may store or process information outside Australia. Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles. [CONFIRM COUNTRIES: e.g. United States, European Union]

7. Marketing and opting out

If you subscribe, we may send you news, product updates and occasional offers. We do not use pre-ticked consent boxes. Every marketing email includes an unsubscribe link, and you can opt out at any time by using it or by contacting us.

Opting out of marketing does not stop transactional messages such as order and delivery confirmations.

8. Cookies and analytics

This site uses cookies to keep your cart working, remember preferences and understand how the site is used. You can control or delete cookies through your browser settings, though some features may not work correctly if you disable them.

[CONFIRM: list analytics or advertising tools in use, e.g. Google Analytics, Meta Pixel, and whether a consent banner is required for your setup.]

9. Payment information

Card payments are processed by our payment provider. We do not receive or store your full card number. The provider handles that information under its own security standards and privacy terms.

10. Keeping information secure

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These include encrypted connections, access controls and limiting who can view customer data.

No method of transmission or storage is completely secure. If a data breach occurs that is likely to result in serious harm, we will respond in line with the Notifiable Data Breaches scheme.

11. How long we keep it

We keep personal information only as long as we need it for the purposes described in this policy, or as required by law — for example, tax and business records must generally be kept for five years. When information is no longer needed we take reasonable steps to destroy or de-identify it.

12. Access and correction

You can ask for access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below.

We will respond within a reasonable period. If we refuse a request we will tell you why in writing. Some account details can be updated directly under your account.

13. Complaints

If you think we have mishandled your personal information, contact us first and we will investigate and respond.

If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

14. Changes to this policy

We may update this policy as our practices or the law change. The current version is always available on this page, and the date at the top shows when it was last updated.

15. Contact us

For privacy questions or requests, contact [SUPPORT EMAIL] or use our contact page.

Postal address: [BUSINESS ADDRESS]