Privacy Policy

1. Introduction

Vet To Me Pty Ltd ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, disclose, and safeguard your personal information in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy applies to all users of our platform, including pet owners ("Clients"), veterinary professionals ("Veterinary Providers") and other pet care suppliers ("Pet Care Providers"). By using our services, you consent to the collection and use of information in accordance with this policy.

If you do not agree with this Privacy Policy, please do not use our services.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Identification Details: Name, date of birth, email address, phone number, and postal address
• Account Information: Username, password (hashed), profile information, and preferences
• Payment Information: Credit card details, billing address, payment history, and transaction records
• Communication Records: Emails, messages, customer support interactions, and feedback

2.2 Pet Information

To provide veterinary and pet care services, we collect information about your pet(s) which may include but is not limited to:

• Pet's name, species, breed, age, weight, and gender
• Medical history, vaccination records, and health conditions
• Behavioral information and special needs
• Veterinary treatment records and care notes
• Photographs of your pet (with your consent)

2.3 Veterinary Provider and Pet Care Provider Information

For veterinary professionals and pet care providers, we may collect:

• Professional qualifications, and licensing information
• Insurance details and professional indemnity coverage
• Service history, availability, and performance data
• Background checks and verification documents
• Geo stamping and location data while providing or travelling to provide pet care services
• Payment and billing information
• Communication records with clients and other pet care providers
• Feedback and reviews
• Security and authentication information

2.4 Usage and Technical Information

We automatically collect:

• IP address, browser type, device information, and operating system
• Website usage data, pages visited, and time spent on pages
• Location data (with your permission) for service area matching
• Cookies and similar tracking technologies

3. How We Collect Information

We collect information through:

• Direct Interactions: When you register, book services, create profiles, communicate with us, or provide feedback
• Service Delivery: During veterinary consultations, home visits, and follow-up communications
• Automated Technologies: Cookies, web beacons, and analytics tools when you use our website or mobile app
• Third-Party Sources: Payment processors, veterinary clinics (with your consent), and service providers
• Public Records: Veterinary registration databases and professional licensing authorities (for provider verification)

4. How We Use Your Information

We use your information for the following purposes:

4.1 Service Provision

• Facilitate connections between pet owners and veterinary professionals and pet care providers
• Process bookings, manage appointments, and coordinate home visits
• Provide veterinary and pet care services and maintain treatment records
• Process payments and manage billing
• Send service-related communications and updates
• Send marketing communications (with your consent and ability to opt-out)
• Notify you about changes to our services or policies

4.2 Platform Operations

• Verify identities and qualifications of veterinary providers and pet care providers
• Maintain platform security and prevent fraud
• Improve our services, website, and user experience
• Conduct analytics and research
• Develop new features and services
• Provide support to veterinary providers and pet care providers
• Provide support to pet owners

4.3 Communication

• Respond to inquiries and provide customer support
• Send administrative notices, updates, and important information
• Send marketing communications (with your consent and ability to opt-out)
• Notify you about changes to our services or policies

4.4 Legal Compliance

• Comply with legal obligations and regulatory requirements
• Respond to legal processes and government requests
• Enforce our Terms of Use and protect our rights
• Prevent harm and protect public safety

5. Disclosure of Your Information

We may disclose your personal information in the following circumstances:

5.1 Service Providers

We share information with trusted third parties who assist in our operations:

• Payment processors and financial institutions
• IT service providers, cloud hosting, and data storage
• Email and communication service providers
• Analytics and marketing service providers
• Customer support platforms

5.2 Veterinary Professionals

To facilitate services, we share necessary information with veterinary professionals:

• Client contact information and pet details for appointment scheduling
• Pet medical history and health information for treatment purposes
• Service location and access instructions
• Payment and billing information

5.3 Legal and Regulatory

We may disclose information when required by law:

• To comply with court orders, subpoenas, or legal processes
• To regulatory authorities (e.g., veterinary boards, health departments)
• To government agencies for reporting or compliance purposes
• To protect rights, property, or safety of users, pets, or the public

5.4 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity, subject to the same privacy protections.

5.5 With Your Consent

We may share your information with other parties when you explicitly consent to such sharing.

6. Data Security

We implement appropriate technical and organizational measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of sensitive data in transit and at rest
• Secure authentication and access controls
• Staff training on privacy and data protection
• Limited access to personal information on a need-to-know basis
• Secure data storage and backup procedures

However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

In the event of a data breach that may cause harm, we will notify affected users and the Office of the Australian Information Commissioner (OAIC) in accordance with the Privacy Act.

7. Your Rights

Under the Australian Privacy Principles, you have the right to:

7.1 Access

Request access to the personal information we hold about you. We will provide this information within a reasonable timeframe, subject to verification of your identity and any applicable exceptions under the Privacy Act.

7.2 Correction

Request correction of any inaccurate, incomplete, or out-of-date personal information. We will take reasonable steps to correct the information or, if we cannot, note that a correction was requested.

7.3 Deletion

Request deletion of your personal information, subject to our legal obligations to retain certain records (e.g., veterinary treatment records, financial transactions).

7.4 Opt-Out

Opt-out of marketing communications at any time by clicking unsubscribe links in emails or contacting us directly. Opting out will not affect service-related communications.

7.5 Complaints

Lodge a complaint with us if you believe we have breached the APPs. We will investigate and respond to your complaint. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

8. Cookies and Tracking Technologies

We use cookies, web beacons, and similar technologies to enhance your experience, analyze usage, and improve our services. Cookies are small text files stored on your device.

8.1 Types of Cookies

• Essential Cookies: Required for the platform to function (e.g., authentication, security)
• Analytics Cookies: Help us understand how users interact with our platform
• Functional Cookies: Remember your preferences and settings
• Marketing Cookies: Used to deliver relevant advertisements (with your consent)

8.2 Managing Cookies

You can control cookies through your browser settings. However, disabling certain cookies may limit your ability to use some features of our platform.

9. Third-Party Links

Our platform may contain links to third-party websites, services, or applications. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.

10. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children without parental consent. If you believe we have collected information from a child, please contact us immediately.

11. International Data Transfers

Some of our service providers may be located outside Australia. When we transfer personal information overseas, we take reasonable steps to ensure that the recipient complies with the APPs or is subject to similar privacy protections.

12. Veterinary and Pet Health Information

Pet health information is treated with the same level of care as personal information. We understand the sensitive nature of veterinary records and:

• Only share pet health information with authorized professionals involved in your pet's care
• Allow you to access and update your pet's health information

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of significant changes by:

• Posting the updated policy on our website with a new effective date
• Sending an email notification to registered users
• Displaying a notice on our platform

Your continued use of our services after changes become effective constitutes acceptance of the updated policy.

14. Contact Us

If you have questions, concerns, or wish to exercise your privacy rights, please contact us:

For privacy complaints, you can also contact the Office of the Australian Information Commissioner:

• Website: www.oaic.gov.au
• Phone: 1300 363 992
• Email: enquiries@oaic.gov.au