Privacy Policy

1. Who we are

Pooch N Pounce is a Melbourne in-home pet care business operated by Jodie Howell. This policy explains how we collect, use, store and share personal information when you use our website or our services. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

2. Information we collect

a. Information you give us

• your name, phone number, email address and home address
• details needed to access your home, such as keys, door, gate, alarm or parking codes, and instructions about your home
• information about your pets, including health, medication, diet, behaviour, vaccinations and your vet’s details
• emergency contact details for someone you nominate (please let them know you have shared their details with us)
• booking, invoice and payment records (we do not store full card numbers)
• messages, enquiries, reviews and feedback you send us

b. Information collected during our services

Photos and videos of your pet taken during visits to send you updates. These may incidentally show parts of your home.

c. Information collected automatically

When you visit our website, we and our service providers may collect technical information such as your IP address, browser and device type, pages visited and how you arrived at the site, using cookies and similar technologies (see section 9).

3. How we collect it

We collect personal information directly from you through our website forms, email, phone, text messages and at your meet and greet. Sometimes we collect it from others with your permission, such as your vet, another member of your household or your emergency contact, and automatically through our website.

4. How we use it

We use personal information to:

• respond to enquiries and arrange meet and greets
• provide, manage and confirm bookings and care for your pets
• access and look after your home as you have instructed
• contact you, your emergency contact or a vet if something goes wrong
• issue invoices, receive payments and keep business records
• improve our website and services
• send you news or offers, only if you have agreed (you can opt out at any time)
• meet our legal, tax and insurance obligations

If you do not give us the information we ask for, we may not be able to provide our services safely.

5. Who we share it with

We never sell or rent your personal information. We only share it where needed to provide our services or where the law requires, including with:

• vets, animal emergency services and other emergency services
• your nominated emergency contact
• service providers that help us run the business, such as email, website hosting, website analytics, online forms, accounting and payment providers
• our professional advisers and insurers
• government agencies or others where required or authorised by law
• a buyer or successor if the business is sold, who must handle your information in line with this policy

6. Overseas storage

Some of our service providers (for example, email, cloud storage, website hosting and analytics providers such as Microsoft and Google) may store or process information on servers outside Australia, including in the United States. We take reasonable steps to use reputable providers with appropriate security and privacy protections.

7. Keys, access codes and security

• Keys and access cards are stored securely and are never labelled with your name or address.
• Access and alarm codes are kept securely and deleted when no longer needed.
• At the end of our arrangement, keys are returned to you and access details are deleted.
• We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, change or disclosure. No method of sending information over the internet is completely secure, so please do not send payment card details by email or website form.

8. How long we keep it

We keep personal information for as long as we need it to provide our services and to meet legal, tax and insurance requirements (financial records are generally kept for 7 years). After that, we securely destroy or de-identify it.

9. Cookies and analytics

Our website uses cookies and similar technologies to work properly and to help us understand how visitors use it, including Google Analytics through Google Site Kit. This information is generally collected in a form that does not identify you personally. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google’s browser add-on. Some parts of the website may not work properly if cookies are disabled.

10. Marketing

We will only send you marketing messages if you have agreed to receive them. You can unsubscribe at any time using the link in our emails or by contacting us. We will still send you messages about your bookings.

11. Photos of your pet

Photos and videos taken during a booking are sent to you as updates. We will only share them on our website or social media with your permission, and never with your address or images that identify your home. You can withdraw permission at any time.

12. Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct or delete it, by contacting us. We will respond within a reasonable time (usually within 30 days). We may need to confirm your identity first, and we may decline a request where the law allows, in which case we will tell you why. We may need to keep some information to meet legal or tax obligations.

13. Data breaches

If a data breach is likely to cause serious harm to you, we will notify you and, where required, the Office of the Australian Information Commissioner (OAIC).

14. Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will respond within 30 days. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

15. Children

Our website and services are intended for adults. Bookings must be made by a person aged 18 or over, and we do not knowingly collect personal information from children.

16. Changes to this policy

We may update this policy from time to time by publishing a new version on this page. The date at the top shows when it was last updated.

17. Contact us

For privacy questions, requests or complaints, please contact us:

Pooch N Pounce
Email: jodieh1@outlook.com.au