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Privacy Policy

Last updated: 28 March 2024

PetO is committed to ensuring that your privacy is protected. All information that we collect is done so in accordance with the Australian Privacy Act 1988 and Australian Privacy Principles amendments of 2014.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.

This privacy policy sets out what information that PetO collects, how and why we collect this information, and your rights to access this information.

When you provide your personal information to us by any means, including through your use of our website, you agree to the terms outlined in this Privacy Policy.

You may choose to not provide us with your personal information, however, in doing so, we may not be able to provide you with some of our services. 

If you have any questions regarding this Privacy Policy, please contact us by:

  • sending a letter to the Privacy Officer, PetO, 626 Pittwater Rd Brookvale, NSW 2100 and/or,
  • sending an email to [email protected]

What information we may collect

PetO only collects the personal information required for our activities and services. This includes information that you directly provide to us, other information that we may collect from you, and information provided via third parties. PetO may collect the following information:

  • name
  • date of birth
  • residential address
  • email addresses
  • contact telephone numbers
  • testimonials or opinions
  • your pet’s name and details
  • photos or video recordings of you that have been taken in store
  • records of your written or verbal contact with us, including voice recordings of telephone conversations you have had with us
  • your animal’s health information, conditions, or veterinary treatment details
  • CV details and work experience if you have applied for an employment position

In addition to the information that you provide to us directly, we may collect information about you or your activities from our related brands, entities, business partners, and digital services. This could include demographic information, interests, and shopping preferences.

If you are a member of our database and provide your information during checkout in store or online, we will collect your purchase history including usage of coupons or store credit. 

When you visit our website, we may automatically collect the following information via cookies, tags, and pixels. These are used to record information about how you browse our website:

  • your web browser type and version
  • device type
  • IP address
  • time zone
  • device location
  • web pages or products that you view
  • websites or search terms referred you to the site
  • information about how you interact with the site

Our use of Cookies

Cookies are data files that are placed on your device or computer and often include an anonymous unique identifier. Cookies help to provide additional functionality to the site which may include the following:

Cookies to help you in your use of the site. These cookies store information for you during your visit(s) such as whether you are logged in or not, which products that you have in your cart and which store or delivery postcode you have previously selected to display relevant inventory.

We use additional cookies and other tracking technologies by third party vendors, including Google Analytics, Google Ads, Microsoft, HubSpot & Meta to collect information about visitors to our website and to provide marketing and advertising based on visitor behaviour.

Google uses the data collected through Google Analytics and Google Ads to provide advertising for our services based on users' interests and browsing behaviour.  We comply with Google's policies, including the Google Ads policy for personalised advertising, the Google Analytics terms of service, and the Google Privacy Policy. No Personally Identifiable Information is made available to Google Analytics. 

You can read more about how Google uses your Personal Information here:  https://www.google.com/intl/en/policies/privacy/  

You can opt-out of Google and other interest-based advertising via:

  1. Google’s My Ad Center page: https://myadcenter.google.com/home
  2. The Network Advertising Initiative opt-out page. https://optout.networkadvertising.org 
  3. The Digital Advertising Alliance’s opt-out portal at:  https://optout.aboutads.info/ 
  4. Google Analytics opt-out at:  https://tools.google.com/dlpage/gaoptout  

How we may collect your personal information

We only collect personal information for purposes that are directly related to our business activities, and only when it is necessary for or directly related to such purposes.

We may collect information from you when you:

  • visit our website or stores
  • make a purchase from us online or in store
  • contact us by telephone, mail, email, online or by any digital form or social media
  • engage with us as a supplier or contractor
  • utilise our vet services
  • create an account with us online 
  • provide your details to us during an event
  • enter a competition with us
  • engage with us on our social media pages
  • provide feedback via customer surveys or reviews
  • join our loyalty programme such as PetO Pals or the Puppy & Kitten Club
  • apply for a job with us and/or
  • make a complaint or legal/ liability claims against us 

Why we may collect your personal information

We may use your personal information for several purposes, including (including but not limited to):

  • identifying you and any records relating to your pet or animal
  • providing you with the products and services you have requested
  • managing your requests for products and services including delivery, processing payments, providing refunds, discounts, and incentives
  • developing and improving the products and services we offer
  • maintaining and improving customer services and seek your feedback, including conducting product and market research and analysis
  • improving our operational processes
  • providing you with general healthcare information about your pet or animal
  • contact you in the event of an emergency (for example, if your pet or animal is sick or hospitalised)
  • sending you reminders concerning the health care of your animal
  • marketing our products and services
  • collecting information from your computer through the use of cookies
  • complying with any legal obligations or governance requirements
  • facilitating your interaction with us on our website
  • considering any application for employment made by you
  • meeting our legal obligations and to notify you of matters that we are required to do so by law (such as product recalls)
  • interacting with Regulators or other Government agencies
  • managing and resolve any legal or commercial complaints and issues
  • investigating fraud and to carry out loss prevention activities
  • as part of buying or selling our businesses and/or
  • carrying out internal functions including training 

How we may disclose your personal information

While conducting our business and providing our products and services to you, we may disclose your personal information in certain circumstances including the following:

  • to third parties where you consent to the use or disclosure; and
  • where required or authorised by law

If we engage third party agents or contractors, we will take all reasonable steps to ensure that they do not breach privacy requirements in relation to the information, before we share your personal information with them. 

Who we may disclose your personal information to

We may disclose your personal information to:

  • our employees, agents or contractors as required
  • our business affiliates or related entities
  • any overseas affiliates (such as insurers or superannuation administrators) and other organisations engaged to assist PetO in human resource administration or to provide employee benefits
  • professional advisers (such as lawyers, accountants, auditors) to the extent that is reasonably required
  • advertising, marketing and promotional agencies which we engage
  • payment systems operators and financial institutions
  • debt collectors
  • third party service providers that provide us with communication (e-mail) or data storage services
  • technology services including application, development and technical support, processing, storing, hosting and data analysis
  • administrative services, including mailing services, printing, archival and contact management services
  • third party agents or contractors with whom we contract in the ordinary course of business
  • organisations authorised by PetO to conduct promotional, research or marketing activities
  • upon lawful request from law enforcement agencies or government authorities and/or
  • any persons acting on your behalf including those persons nominated by you, executors, trustees and legal representatives

In all circumstances where your personal information is disclosed, we will take all steps reasonable to ensure that those third parties undertake to protect your privacy. Except as set out in this Privacy Policy, your personal information will not be passed to third parties without your consent. 

Disclosure & Storage of information outside Australia 

In some circumstances, PetO may disclose your personal information to overseas recipients. Our service providers are mainly located in Australia, however from time to time we may need to engage a service provider in another country.  We may also be required to report to regulatory authorities, within or outside of Australia, as required by law.

We use IT and data service providers to send your personal information overseas for the purposes of data storage and hosted management systems. As a result, your personal information may be transferred to, and stored at, a destination outside Australia. By providing us with your personal information, you are agreeing to the disclosure of your personal information to third parties operating outside of Australia. PetO will take all reasonable steps to ensure that any personal information we disclose overseas is handled in accordance with the law.

Your personal information may be stored in a secure and/or encrypted form overseas such as data storage and cloud computing facilities operated by us or by third parties on our behalf.

We may make use of third-party platforms and services to process sales, provide web support, send marketing messages, deliver products, or otherwise provide data storage and processing services. These services are hosted and managed by organisations other than us, and some of these services are hosted overseas.  These services may also involve geographic locations which change from time to time which include data protection and processing efficiency.  Where these services are used by us, it may not be practicable for us to notify you of which country your personal information may be located in. 

How you can access or correct your personal information 

You can request access to the personal information we hold about you at any time, and we will provide you with that information unless we are prevented by law from giving it to you. If we are unable to give you access to the information you have requested, we will give you reasons for this decision when we respond to your request.

You will not be charged for accessing your information, although we might have to charge the reasonable cost of processing your request, including photocopying, administration, and postage.  We will advise you of any fee payable before we process your request. If there are any circumstances that may restrict your access to this information, then reasons for denying such access will be explained in accordance with our obligations.

If you believe that your personal information is not accurate, complete, or up to date, please contact please write to:

  • Privacy Officer, PetO, 626 Pittwater Rd Brookvale, NSW 2100 and/or,
  • [email protected]  

If you consider your privacy concerns have not been resolved satisfactorily by us, or you wish to obtain more information on privacy requirements, you can contact the Office of the Australian Information Commissioner on 1300 363 992 or visit their website at https://www.oaic.gov.au.

PURCHASE ACCEPTANCE

Please Note: "CUSTOMER SELF DECLARATION" By purchasing ROYAL CANIN Prescription Diet, you acknowledge and agree that the following is true and accurate to the best of your knowledge.

  1. I confirm that my pet was examined by a Veterinarian who recommended the use of ROYAL CANIN Prescription Diet on the basis of his/her diagnosis.
  2. I have read and understood that whilst my pet is being fed ROYAL CANIN Prescription Diet, it is recommended that seek veterinary advice at least every 6 months regarding the usage of ROYAL CANIN Prescription Diet.
  3. I have read and understood that I need to seek immediate veterinary advice if my pet's condition deteriorates in any way whilst I use ROYAL CANIN Prescription Diet.

PURCHASE ACCEPTANCE

Please Note: "CUSTOMER SELF DECLARATION" By purchasing Hill’s Prescription Diet, you acknowledge and agree that the following is true and accurate to the best of your knowledge.

  1. I confirm that my pet was examined by a Veterinarian who recommended the use of Hill’s Prescription Diet on the basis of his/her diagnosis.
  2. I have read and understood that whilst my pet is being fed Hill’s Prescription Diet, it is recommended that I seek veterinary advice at least every 6 months regarding the usage of Prescription Diet.
  3. I have read and understood that I need to seek immediate veterinary advice if my pet's condition deteriorates in any way whilst I use Hill’s Prescription Diet