Privacy Policy

This Privacy Policy sets out how Petsome (“we”, “us”, “our”) collects, uses, stores, discloses, manages, and protects personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and applicable Australian communications and consumer laws, including the Spam Act 2003 (Cth).

This policy applies to all personal information collected through our website, online store, customer service channels, marketing platforms, returns portals, payment systems, and any other digital or operational services operated by Petsome.

1. Our Commitment to Privacy

Petsome is committed to protecting your privacy and handling personal information in a transparent, secure, and accountable manner. We only collect personal information that is reasonably necessary for our business operations or where required or authorised by law.

By accessing our website or providing personal information to us, you acknowledge that you have read, understood, and consent to the handling of your personal information in accordance with this Privacy Policy.

2. Definitions

Personal information has the meaning given under the Privacy Act 1988 (Cth) and includes information or an opinion about an identified individual or an individual who is reasonably identifiable.

Sensitive information has the meaning given under the Privacy Act 1988 (Cth). Petsome does not intentionally collect sensitive information unless required by law.

Direct marketing includes communications sent by email, SMS, telephone, push notification, or online advertising channels.

3. Types of Personal Information We Collect

The personal information we may collect includes, but is not limited to:

  • Full name, residential and delivery address
  • Email address and telephone number
  • Account registration and authentication details
  • Order history, transaction data, returns and refund records
  • Payment details (processed via secure third-party providers)
  • Customer service communications and correspondence
  • Marketing preferences, consent records, and opt-out requests
  • IP address, browser type, device identifiers, and usage data
  • Cookies, pixels, analytics, and tracking information
  • Voluntarily provided pet-related preferences

If you choose not to provide certain personal information, we may be unable to provide some products or services.

4. How We Collect Personal Information

We collect personal information through lawful and fair means, including when you:

  • Place an order or create an account
  • Submit a return, refund, or warranty request
  • Contact customer support
  • Subscribe to email or SMS communications
  • Participate in promotions, reviews, or surveys
  • Interact with our website, apps, or advertisements
  • Authorise data sharing through third-party platforms

5. Purposes for Which We Use Personal Information

We use personal information for purposes including:

  • Processing orders, payments, deliveries, returns, and refunds
  • Managing customer accounts and customer support enquiries
  • Providing transactional communications
  • Fraud detection, prevention, and security monitoring
  • Website analytics and performance optimisation
  • Personalising customer experience and product recommendations
  • Marketing and promotional communications (where consented)
  • Compliance with legal, regulatory, and governance obligations

6. Direct Marketing, Email & SMS Communications (ACMA Compliance)

Petsome complies with the Spam Act 2003 (Cth). We only send direct marketing communications where:

  • You have provided express or inferred consent; or
  • The communication is otherwise permitted by law

Marketing communications may be delivered via email, SMS, or digital advertising platforms. Each marketing message will include a functional unsubscribe or opt-out mechanism.

You may opt out of marketing communications at any time by:

  • Using the unsubscribe link in emails
  • Replying “STOP” to SMS messages
  • Contacting our customer support team

Opt-out requests are processed promptly and in accordance with ACMA requirements.

7. Cookies, Analytics & Advertising Technologies

We use cookies, pixels, tags, and similar technologies to:

  • Operate and secure our website
  • Analyse traffic and user behaviour
  • Personalise content and advertising
  • Measure marketing effectiveness

These technologies may collect device identifiers, IP address, browsing activity, and interaction data. You can manage cookie preferences through your browser settings; however, disabling cookies may affect website functionality.

8. Automated Decision-Making & Profiling

We may use automated systems and analytics to evaluate customer behaviour, preferences, and interactions for purposes such as fraud prevention, marketing segmentation, and personalised recommendations. These processes do not produce legal or similarly significant effects on individuals.

9. Disclosure of Personal Information

We may disclose personal information to third parties where reasonably necessary to operate our business, including:

  • Payment processors and financial institutions
  • Shipping, fulfilment, and logistics providers
  • Technology, analytics, hosting, and marketing providers
  • Professional advisers (legal, accounting, auditing)
  • Regulators or government authorities where required by law

Petsome does not sell personal information.

10. Overseas Disclosure

Some service providers may store or process personal information outside Australia. Where this occurs, we take reasonable steps to ensure overseas recipients handle personal information in accordance with Australian privacy standards.

11. Data Security

We implement reasonable technical, administrative, and organisational safeguards to protect personal information from misuse, loss, unauthorised access, modification, or disclosure.

Payment information is encrypted and processed via secure third-party payment gateways. Petsome does not store full credit card details.

12. Data Breach Response

In the event of a data breach likely to result in serious harm, Petsome will take reasonable steps to notify affected individuals and relevant authorities in accordance with the Notifiable Data Breaches scheme.

13. Data Retention

We retain personal information only for as long as necessary to fulfil business, legal, and regulatory requirements. Information may be securely deleted or de-identified when no longer required.

14. Access, Correction & Complaints

You may request access to or correction of personal information we hold about you. Requests and complaints can be made using the contact details below.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

15. Third-Party Websites

Our website may contain links to third-party websites. Petsome is not responsible for the privacy practices of those websites.

16. Children’s Privacy

Petsome does not knowingly collect personal information from individuals under the age of 16.

17. Business Transfers

In the event of a merger, acquisition, restructure, or sale of assets, personal information may be transferred as part of the business transaction in accordance with applicable law.

18. Changes to This Policy

This Privacy Policy may be updated from time to time. The most current version will always be available on our website.

19. Contact Us

Email: support@petsome.com.au
Website: www.petsome.com.au

 

Page reviewed 16/01/2026