Privacy Policy

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Pet Price IP Pty Ltd
Email: info@petprice.com.au
Address: 4/24 Riley Rd, Craigieburn, VIC, 3064

Pet Price Club Privacy Policy

Pet Price IP Pty Ltd (ABN 97 635 802 854) (referred to as 'Pet Price', 'we', 'our' or 'us') is committed to protecting the privacy of our members and customers. We comply with the Privacy Act 1988 (Cth), including the Australian Privacy Principles, and the Spam Act 2003.

This Privacy Policy sets out how we collect, use, store and disclose your personal information when you join the Pet Price Club, use our mobile application, visit our store, or otherwise interact with us. By becoming a member or using our services, you agree to the practices described in this Privacy Policy.

Information We Collect

Pet Price collects personal information so we can establish, manage and maintain your membership and provide our services. The types of information we collect include:

• Basic identifiers - full name, mobile number, email address, postal address, which are required to create, verify and administer your membership.
• Account details - membership ID, username, password for access to the app and membership benefits.
• Payment details - processed securely by third-party providers such as Apple Pay, Google Pay and other payment gateways. Pet Price does not store credit card or banking details.
• Optional pet-related information - pet's name, species, breed, date of birth and photo. These details are not mandatory but allow us to personalise your membership experience and communications.
• Marketing and communication preferences - whether you opt in to receive promotional emails, SMS, app notifications or social media messages, your subscription status, and how you interact with those communications such as whether you open or respond.
• Membership and app activity data - membership renewal dates, in-store access to the warehouse, app usage data and records of how you use membership features.
• Device and electronic data - IP address, type of device, operating system, browser type, unique device identifiers and mobile device IDs, which help us analyse performance, prevent fraud and improve our services.
• Location information - approximate or device location if you enable location services, which may allow us to provide localised services or promotions.
• Transactional data - details of purchases and transactions such as items purchased, dates, amounts, return history and store location.
• Cookies, pixels and tracking technologies - information collected through trackers on our website and app to support analytics, monitor performance and, in some cases, provide targeted promotions.
• Sensitive information - health records, disability details or veterinary records are not generally collected. If this information is required, it will only be collected with your explicit consent and where permitted or required by law.

Children and Young People

Pet Price Club membership is only available to individuals aged 18 years and over. We do not knowingly collect personal information from children or young people under the age of 18, and our app, website and membership services are not designed for or directed at them. If a person under the age of 18 attempts to register for membership, they must not provide any personal information to us.

Where a secondary card is issued to a young person aged 16 or 17, this is only permitted with the authorisation of the primary member, and the primary member remains responsible for the use of the secondary card. Only limited information (such as name and photo) will be collected for verification purposes, and this information will be handled in accordance with our Privacy Policy.

If we become aware that we have inadvertently collected information from a child under the age of 18 without appropriate authorisation, we will take steps to securely delete or de-identify that information. Parents or guardians who believe that their child may have provided information to Pet Price without consent are encouraged to contact us so that we can take appropriate action.

How We Collect Information

Pet Price collects personal information in a variety of ways to deliver membership services and benefits. These include:

• Membership sign-up - when you provide your details to join Pet Price Club through our mobile application or in-store at the membership counter.
• Membership use - when you use your membership to access the store, verify entry, or transact in-store.
• Purchases and transactions - when you make purchases in-store, including recording of items purchased, transaction dates, amounts and returns.
• Pet information - when you choose to provide optional details about your pets, including name, species, breed, date of birth and photo.
• Marketing and communications - when you respond to or interact with our emails, SMS, app notifications or social media campaigns.
• App and website activity - when you use the Pet Price mobile application or visit our website, including collection of IP addresses, browser type, device identifiers, operating system details and mobile device IDs. This information helps us improve performance, monitor usage, prevent fraud and personalise services.
• Cookies and tracking technologies - when you interact with our website or app, we use cookies, pixels and similar technologies to gather analytics, measure performance, and in some cases support tailored promotions. You can manage or disable non-essential cookies through your browser settings.
• Location services - if you enable location services on your device, we may collect location information to help provide localised services or offers.
• Customer service interactions - when you contact us directly by phone, email or in-store, we may collect information necessary to handle your request, query or complaint.
• CCTV in-store - when you visit our warehouse or store locations, closed-circuit television (CCTV) may be in operation for security, safety and loss prevention purposes. CCTV footage may incidentally capture images of you while on our premises.
• Third-party partners - if we work with a business partner such as our insurance partner, we will not disclose your information to them unless you provide your consent or we are legally required to do so. We do not purchase or use third-party marketing data lists.

Purpose of Collection and Use

Pet Price uses personal information for a range of purposes directly connected to your membership and our business operations. These purposes include:

• Membership management - creating and maintaining your account, issuing your membership ID, verifying your membership status when you access the store, and ensuring you receive member-only pricing and benefits.
• Communications about membership - contacting you with reminders about renewals, updates on membership benefits, and information about new or updated services.
• Marketing and promotions - sending promotional content, special offers and personalised recommendations, where you have provided your consent to receive marketing communications.
• Personalisation - tailoring communications, offers and services to your preferences and circumstances, including the use of pet-related details you may choose to provide.
• Payments and transactions - processing payments securely, confirming transactions, and assisting with refunds or returns.
• Customer service and support - handling enquiries, managing complaints, and resolving disputes in a timely manner.
• Analytics and reporting - conducting analysis of membership use, purchase trends and communications engagement to improve our services and support business planning.
• Fraud prevention and security - monitoring transactions, device and network information to detect and prevent unauthorised access, fraudulent activity and security risks.
• Legal and compliance purposes - meeting obligations under Australian consumer law, privacy law and other applicable legislation, maintaining records for auditing, and complying with lawful requests from regulators or enforcement bodies.
• Business improvement and development - using aggregated and de-identified information for research, planning, product development and service innovation.

We will not use your personal information for purposes unrelated to those described above without your consent, unless required or permitted by law.

Marketing Communications and Consent

• Membership communications - when you join Pet Price Club, you consent to receiving essential communications about your membership, including confirmations, renewals, service notices and updates to benefits. These are transactional in nature and cannot be opted out of, as they are necessary to provide your membership.
• Promotional messages - with your consent, we may send promotional and marketing messages about products, services, offers and events. These may be delivered by email, SMS, app notifications, social media channels, or through trusted third-party platforms acting on our behalf.
• Personalised marketing - marketing communications may be tailored based on your preferences, your membership activity, your interactions with our app and website, and any optional information you provide about your pets. We may also combine information collected across in-store activity, digital platforms and communication history to provide more relevant content.
• Advertising technologies - we may use cookies, pixels, device identifiers and other tracking technologies to deliver targeted advertising and measure the effectiveness of our campaigns, in line with our Cookies and Tracking section.
• Managing consent - you may withdraw your consent or opt out of promotional messages at any time by using the unsubscribe link in our emails, replying 'STOP' to SMS messages where available, adjusting notification settings in your device or app, or by contacting us directly. We will process opt-out requests promptly.
• Effect of opting out - opting out of promotional communications does not affect the delivery of essential transactional communications relating to your membership, such as membership confirmations, renewals, receipts and important service notices. Some records of your communication preferences may be retained for legal, record-keeping or compliance purposes.

Disclosure of Personal Information

Pet Price may disclose personal information to trusted third parties where it is necessary to operate our business, provide membership services, meet compliance obligations, and protect the security of our systems and members. This may include:

• Payment processors - third-party providers such as Apple Pay, Google Pay and other secure gateways that process credit card and payment transactions. Pet Price does not store credit card or banking details.
• IT and system providers - service providers who manage the Pet Price Club mobile application, membership database, website systems, cloud storage and security infrastructure.
• Marketing service providers - platforms such as Klaviyo that manage email and SMS marketing campaigns, subscription preferences and communication delivery.
• Analytics and reporting providers - services that help us understand how members interact with our app, website and communications, and support business planning and performance monitoring.
• Customer service and support partners - providers who may assist us with handling queries, complaints or membership requests on our behalf, such as call centres or outsourced support services.
• Insurance partner arrangements - if we work with a pet insurance partner to promote or provide access to offers, Pet Price will not directly share your personal information with them unless you have consented, or unless disclosure is required by law. Any marketing will be managed through the partner's systems rather than Pet Price transferring your data.
• Affiliates and related entities - other companies within the Pet Price group (if established in future) or related entities, for purposes consistent with this policy.
• Fraud prevention and security partners - third parties that help us detect and prevent unauthorised access, fraud, financial crime and other security risks.
• Regulators and legal bodies - where required by law, we may disclose information to regulators, enforcement agencies, courts or government authorities.

Overseas Disclosures

• Current position - Pet Price does not currently disclose personal information to recipients located outside Australia. All membership and customer information is managed through systems and service providers based in Australia.
• Future overseas disclosures - if in the future we need to engage service providers or partners located overseas, we will update this Privacy Policy and, where appropriate, notify members about the change. Any overseas disclosure will be carried out in compliance with the Privacy Act 1988 (Cth).
• Protections applied - we will take reasonable steps to ensure that any overseas recipient protects your personal information in a way that is consistent with Australian privacy laws. This may include contractual safeguards, technical and organisational security measures, or ensuring that the recipient is subject to similar privacy obligations in their own country.
• Identification of countries - where practicable, we will also identify the countries or regions in which overseas recipients are located so that members are informed about where their personal information may be processed.

Third-Party Links and Services

Our website, mobile application and membership communications may contain links to third-party websites, platforms or services, including social media channels and offers from partners such as our insurance provider. These external sites and services operate independently of Pet Price and are not controlled by us. Their privacy practices and security arrangements are governed by their own privacy policies, and we are not responsible for the way those third parties handle your personal information. If you choose to interact with or provide information to a third-party site, you should review its privacy policy before doing so.

Storage and Security

Pet Price takes the protection of your personal information seriously. We use a combination of technical, physical and administrative safeguards to reduce the risk of misuse, interference, loss, unauthorised access, modification or disclosure. These measures include:

• Secure systems and platforms - personal information is stored in secure databases and cloud systems managed by authorised IT and service providers. Our app and membership systems include password protections, encryption and access controls.
• Access restrictions - access to personal information is limited to authorised staff and service providers who need the information to perform their duties. All access is monitored and managed in line with security protocols.
• Encryption and passwords - sensitive information such as account credentials is encrypted, and all systems require strong passwords and authentication.
• Third-party safeguards - our service providers, including payment processors, IT providers and marketing platforms such as Klaviyo, are required to apply appropriate security standards when handling personal information on our behalf.
• System monitoring and audits - we apply system monitoring, audit trails and regular reviews to detect and prevent unauthorised access, suspicious activity or security risks.
• Fraud and intrusion prevention - device and network information may be used to identify, prevent and respond to potential fraud or malicious activity.
• Secure retention and disposal - personal information is only retained for as long as it is needed for membership, legal or business purposes. When it is no longer required, we take steps to securely delete or de-identify the information, consistent with industry standards.
• Staff training and responsibilities - staff with access to member information are trained in privacy and data protection responsibilities.
• Data breach response - if we become aware of a data breach that is likely to cause serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner in accordance with the Notifiable Data Breaches scheme.

Access, Correction and Deletion

Pet Price recognises your rights to access and manage your personal information. We provide a range of options to ensure your information is accurate, complete and up to date. These include:

• Updating details - you can update your personal information at any time through the Pet Price mobile app or by visiting us in-store at the membership counter.
• Accessing your information - you may request a copy of the personal information we hold about you by contacting us using the details provided in this policy. For security reasons, we may require you to verify your identity before providing access.
• Correcting information - if any of your personal information is inaccurate or incomplete, you may ask us to correct it, and we will take reasonable steps to ensure it is updated promptly.
• Deletion requests - you may request that we delete your personal information. When your membership ends, we will delete or de-identify your information once it is no longer required for our business purposes, unless we are legally required to retain it.
• Limits on deletion - certain records may need to be retained for legal, regulatory, warranty, tax, audit or dispute resolution purposes, even after your membership has ended. In such cases, your information will be securely stored and access will be restricted until deletion is permitted.
• Timeframes for response - we aim to respond to access, correction and deletion requests within a reasonable timeframe, generally within 30 days.
• Record of changes - where corrections are made, we will take steps to ensure that updated information is reflected across the systems and platforms we control, and that outdated information is securely destroyed or de-identified.

Cookies and Tracking

Pet Price uses cookies and similar technologies on our website and mobile application to help us operate effectively and provide a better experience for members. These include:

• Essential cookies - cookies and technologies that are necessary for the proper functioning of our website and mobile app, such as enabling sign-in, membership access, and secure transactions.
• Performance and analytics cookies - tools such as cookies, pixels and scripts that allow us to analyse how members interact with our platforms. This information helps us monitor usage, identify issues, improve usability, and measure the effectiveness of our services.
• Personalisation cookies - technologies that remember your preferences, settings and past activity so that we can tailor your membership experience.
• Advertising and targeting cookies - cookies, pixels, device identifiers and mobile app IDs that may be used to deliver personalised advertising or promotions, both on our platforms and through third-party advertising services. These also help us measure the performance of our campaigns.
• Cross-platform tracking - technologies that may connect your activity across devices and platforms (e.g. app and website) to provide a consistent and personalised membership experience.
• Managing cookies - you may disable or restrict cookies by changing your browser settings or mobile device preferences. You may also adjust in-app settings to limit tracking. Please note that if you disable essential cookies, some features of our website or app may not function properly.
• Consent and choices - where required, we will seek your consent before using non-essential cookies or tracking technologies. You may withdraw your consent at any time by updating your settings.

Business Transfers

• Transfer of personal information - if Pet Price undergoes a business transaction such as a merger, acquisition, restructure, sale of assets or change in ownership, personal information held by Pet Price may be transferred to the new owner or entity as part of that transaction.
• Continuity of protections - any transfer of personal information in these circumstances will continue to be subject to this Privacy Policy or a privacy policy that provides equal or greater protections for members.
• Notification of changes - where practicable, we will notify members of a business transfer and explain any changes to how personal information will be managed.

Retention

Pet Price retains personal information only for as long as it is reasonably necessary to provide membership services, support our business operations, and meet legal and regulatory obligations. This includes:

• Membership records - personal information collected when you join Pet Price Club is retained while your membership is active and for a period afterwards to manage renewals, customer service requests and dispute resolution.
• Transactional history - purchase and return records may be kept for as long as required to honour warranties, manage refunds, and meet accounting, tax and auditing requirements.
• Marketing preferences - records of your communication and consent preferences are kept to ensure compliance with the Spam Act 2003 and to honour unsubscribe or opt-out requests.
• Legal and compliance obligations - certain information may be retained to comply with consumer law, privacy law, record-keeping rules, regulator requirements or other applicable legislation.
• Fraud prevention and security - some data may be retained for longer periods where necessary to detect and prevent fraud, resolve disputes or enforce agreements.
• Secure disposal - once personal information is no longer required for any purpose, we will take reasonable steps to securely delete it or permanently de-identify it, including by applying secure deletion processes to electronic data and safe destruction methods for physical records.

Complaints, Access and Amendment Rights

Pet Price takes privacy concerns seriously and provides clear processes for raising and resolving complaints, as well as for exercising your rights to access and correct your personal information. These include:

• Raising a complaint - if you are concerned about the way we handle your personal information, you may contact us using the details provided in this policy. Please include as much detail as possible so that we can properly investigate your concerns.
• Acknowledgement - we will acknowledge receipt of your complaint promptly, usually within 7 days of receiving it.
• Investigation and response - we will investigate the matter and aim to provide you with a written response within 30 days. If more time is required due to the complexity of the complaint, we will inform you of the delay and keep you updated on progress.
• Escalation within Pet Price - if you are not satisfied with the initial response, you may request that the matter be escalated for further review within our business.
• Accessing your information - you have the right to request access to the personal information we hold about you. We will provide this information in a reasonable timeframe, generally within 30 days, unless a legal exemption applies. We may require you to verify your identity before releasing the information.
• Correcting information - if you believe that any personal information we hold about you is inaccurate, incomplete or out of date, you may request an amendment. We will take reasonable steps to ensure corrections are made promptly. If we cannot agree to a requested correction, we will provide written reasons and let you know how you can have a statement of your requested correction attached to the information.
• External review - if you remain dissatisfied after our internal review, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC) through its website at www.oaic.gov.au.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, systems or legal requirements. The most recent version of the Privacy Policy will always be available through our website and mobile application.