Privacy Policy.

This Privacy Policy describes how Four Paws Collective ("we", "us", "our") handles personal information in connection with our pet care services across the Sutherland Shire. We are committed to handling personal information in line with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth).

What information we collect

We collect personal information that you provide to us directly, including:

• Your name, contact details (phone, email, address)
• Details about your pet — name, breed, age, behaviour, medical conditions, dietary needs
• Your veterinarian's contact details
• An emergency contact for use when you are unreachable
• Home access information for booked services (key locations, lockbox codes, alarm codes)
• Payment information, provided via secure payment methods
• Photographs of your pet taken during our services

We do not collect sensitive information beyond what is necessary to provide our services safely.

How we collect it

We collect information directly from you when you contact us by phone, SMS, email, or through our website; when you attend a meet-and-greet; when you book a service or pay an invoice; and when you provide consent for us to share photos or testimonials.

Why we collect it

We use your personal information to:

• Provide the pet care services you have booked
• Communicate with you about your pet and our services
• Send updates and photos during pet visits
• Process payment for services
• Contact your nominated vet or emergency contact if your pet is unwell or in distress
• Respond to enquiries and feedback
• Meet our legal, regulatory, and insurance obligations

Who we share it with

We will never sell your personal information. We may share information only with:

• Your nominated veterinarian, and only when there is a concern about your pet's wellbeing
• Your nominated emergency contact, and only if you are unreachable in an emergency
• Our insurer, in the event of a claim or incident
• Our payment processor, strictly for processing payments
• Law enforcement agencies, if required by law

How we store and protect information

We store information using password-protected systems and physical safeguards proportionate to the sensitivity of the information. Keys and home access details are stored separately from your address and contact details, so the two cannot be linked by an unauthorised third party.

We retain information only for as long as we need it to provide our services and meet our legal obligations. When you stop using our services, we securely delete or de-identify your information unless we are required by law to retain it.

Photographs and testimonials

We may take photographs of your pet during our services and share them with you directly. We will only share photos publicly — for example, on our website or social media — with your explicit consent. You may withdraw this consent at any time and we will remove the photos from any future public use.

Direct marketing

From time to time we may contact you about our services, such as reminders for upcoming bookings, seasonal availability, or new services. You can opt out of direct marketing at any time by replying "STOP" to any SMS, clicking unsubscribe on an email, or contacting us at hello@fourpawscollective.com.au.

Cookies and website analytics

Our website may use basic cookies and analytics to understand how visitors use it. This information is aggregated and anonymous, and is not linked to your identity. You can disable cookies in your browser settings without affecting our services.

Access and correction

You have the right to:

• Request access to the personal information we hold about you
• Request that we correct any information that is inaccurate, incomplete, or out of date
• Request that we delete information that we no longer have a lawful reason to hold

To make a request, email us at hello@fourpawscollective.com.au. We will respond within a reasonable timeframe, generally within 30 days.

Complaints

If you have a concern about how we have handled your personal information, please contact us first at hello@fourpawscollective.com.au. We will investigate and respond promptly.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by phone on 1300 363 992.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. The most current version will always be available on this page, with the "last updated" date shown above.

Contact us

Four Paws Collective
ABN 33 274 419 538
Email: hello@fourpawscollective.com.au
Phone: 0436 105 634