Privacy policy

1. Introduction

At Petsworthy Pty Ltd (ABN 35 680 815 043), your privacy matters to us. We’re committed to handling your personal information with honesty, care, and in full compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, disclose, and protect your personal data when you browse our website www.petsworthy.com.au or interact with any of our online services (together, the “Services”). Whether you’re placing an order, signing up for updates, or simply having a look around, this policy applies.

To run our store, we use Shopify Inc.—a trusted e-commerce platform that securely hosts and processes your information. Some of this processing may happen on servers outside Australia, such as in the United States or Canada. You can find more about Shopify’s privacy practices in their Privacy Policy.

From time to time, we may update this Privacy Policy to reflect new technologies, legal changes, or improvements in the way we operate. When that happens, we’ll do our best to let you know via website notices, banners, or email. The “last updated” date at the top of this page will always show you the latest version.

At Petsworthy, we believe your personal information always belongs to you. We’re simply entrusted to take care of it. We treat that responsibility with respect—and we’ll always strive to keep your data safe, your preferences honoured, and your trust well placed.


2. What Information We Collect

To provide you with a seamless and personalized experience—whether you're browsing, shopping, or getting in touch—we collect certain types of personal information when you interact with our website.

a. Information you provide directly

You may share personal details with us when you:

  • create an account or place an order through our website;

  • enter your shipping and billing information at checkout;

  • subscribe to our emails or marketing updates;

  • contact us via customer service forms, email, or live chat;

  • participate in surveys, promotions, or product reviews.

This may include:

  • your name, email address, phone number, and postal address;

  • your account login details (such as username and encrypted password);

  • order details, shipping preferences, and communication history.

You’re always free to choose how much information you share—but please note that without some details, certain features (like processing your order or delivering to your address) may not work as intended.

b. Information collected automatically

When you browse our website, we may automatically collect certain data related to your visit. This includes:

  • your device type, browser version, and IP address;

  • how you navigate our pages, use our features, or interact with products;

  • whether you arrived via a marketing link, search engine, or ad.

We collect this information using cookies and similar tracking technologies. These tools help us understand how people use our site and allow us to improve your experience over time. You can always choose to disable or manage cookies in your browser settings. For more information, please see our Cookie Policy.

We only collect and use the personal information that’s necessary for your experience with us—and never more than we need.


3. How We Use Your Information

We use the information you share with us to support the services you’ve asked for, improve your experience on our website, and make sure everything works the way it should.

Here’s how we may use your personal information:

  • To process your orders and deliver products to you – including payment verification, shipping coordination, and order updates;

  • To create and manage your account, allowing you to log in, track your orders, and save preferences;

  • To communicate with you, whether it’s order confirmations, delivery notices, product questions, or customer support;

  • To personalise your experience, such as recommending products based on your browsing or purchase history (only if you’ve consented to marketing);

  • To improve our website, by analysing how visitors interact with different pages and features;

  • To meet our legal obligations, such as maintaining transaction records or responding to lawful requests;

  • To protect our platform, detect potential fraud, and maintain the safety and integrity of our services.

We may also use de-identified and aggregated data—information that can’t be linked back to you personally—to better understand usage patterns and improve how we design and deliver our services.

We never use your data for purposes you wouldn’t reasonably expect. And if we ever need to do something new with it, we’ll ask for your consent first.

4. Disclosure of Personal Information

To help us provide the Services effectively, we may share certain personal information with trusted third-party providers who support our operations. We only share what is necessary for them to do their job, and we make sure your information is protected every step of the way.

We may disclose your personal information to:

  • Shopify Inc., our website hosting and e-commerce platform, which securely processes and stores your data on our behalf;

  • Payment providers, such as Stripe or PayPal, to process your transactions securely;

  • Delivery and logistics partners, to ship your orders to the correct address and keep you informed about their status;

  • Email and marketing platforms, to send communications you’ve signed up for (such as newsletters or offers);

  • IT, analytics, or customer service providers, who help us keep the site running smoothly and support your experience.

We do not sell your personal data, and we never disclose your information for unrelated third-party advertising.

In some cases, these third-party providers may collect information directly from you, for example, when you complete a payment or use tracking links in emails. When this happens, your data will be handled in accordance with the provider’s own privacy policy.

We take reasonable steps to ensure that all of our service providers comply with privacy and data protection laws, and that they only use your information for the purposes we’ve agreed.

5. Security of Personal Information

We take your data security seriously. While no system can ever guarantee perfect protection, we make every reasonable effort to keep your personal information safe, secure, and protected from unauthorised access, loss, or misuse.

Here’s how we help protect your information:

  • Secure connections – We use SSL (Secure Socket Layer) encryption to protect your data during checkout and other sensitive interactions;

  • Trusted platform – Our website is powered by Shopify, which adheres to international data protection standards and complies with PCI DSS for secure payment handling;

  • Access control – Access to your information is limited to staff and service providers who need it to carry out their duties;

  • Monitoring and updates – We regularly review our systems and partners to ensure appropriate safeguards are in place.

We also encourage you to take basic precautions to help protect your own information—for example, by choosing strong passwords, keeping them private, and logging out of your account when using shared devices.

Keeping your information safe is a shared responsibility, and at Petsworthy, we’re committed to doing our part with diligence and care.

6. Cookie Policy

Like many websites, we use cookies and similar technologies to help our site work better for you—and to better understand how visitors use it.

Cookies are small text files stored on your device when you browse our website. They help us:

  • remember things like what’s in your cart or your preferred language;

  • understand which pages or products are most popular;

  • tailor content and offers based on your browsing behaviour (only if you’ve consented).

Some cookies are set by us directly (first-party cookies), while others come from trusted partners like Shopify, analytics tools, or email providers (third-party cookies). These tools help us improve how our website performs and how we communicate with our community.

You’re always in control. Most browsers accept cookies by default, but you can manage or disable them in your browser settings at any time. Please note that some parts of the website may not function properly without cookies.

7. International Data Transfers

As part of running an online business, some of the tools and platforms we rely on operate globally. This means that your personal information may be stored or processed outside of Australia.

In particular, we use Shopify Inc. to host and operate our website. Shopify may store or process data on servers located in countries such as the United States or Canada, where its infrastructure is based.

When your information is transferred internationally, we take steps to ensure it remains protected. Shopify uses recognised safeguards, such as Standard Contractual Clauses (SCCs) and industry best practices, to meet data protection requirements across different regions.

By using our website and Services, you understand and agree that your personal information may be transferred to, stored in, or processed in locations outside of Australia, as necessary to provide the Services.

Regardless of where your data travels, our promise stays the same: we’ll treat it with care, keep it secure, and only use it in ways that respect your rights and expectations.

8. Your Rights

We believe your personal information should always remain under your control. At Petsworthy, we’re here to support that.

You have the right to:

  • Access the personal information we hold about you;

  • Update or correct your details if they are inaccurate or out of date;

  • Request deletion of your information, where allowed by law;

  • Withdraw consent to receive marketing communications at any time;

  • Ask questions about how your data is used, stored, or shared.

If you have a Petsworthy account, you can log in to view and manage many of your personal details directly. For anything else, feel free to contact us using the details at the end of this policy. We’ll always aim to respond promptly and respectfully, in line with our legal obligations.

We won’t discriminate against you for exercising your rights. We may ask for reasonable proof of identity before actioning your request, to help protect your information from unauthorised access.

Your privacy matters to us—not just because it’s a legal obligation, but because it’s the right thing to do.

Children’s Information

Our Services are designed for use by individuals aged 18 and over. We do not knowingly collect personal information from children or minors under the age of 18.

If you are a parent or guardian and believe that your child has provided us with their personal information, please contact us using the details in the “Contact Us” section below. We will take steps to review and, where appropriate, delete that information.

User-Generated Content

Some parts of our website may allow you to post public content, such as product reviews, feedback, or photos. Please remember that any information you choose to share in these areas becomes visible to others and may be collected or used by people outside of Petsworthy.

We encourage you to think carefully before sharing any personal or sensitive information in public comments or uploads. You are responsible for the content you post.

We cannot guarantee that others who access this information will respect your privacy or use it appropriately. If you believe that content shared through our site violates your privacy or someone else’s, please contact us—we’re here to help.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at info@petsworthy.com.au or contact us at 1/18 Colonel Street, Clayton, VIC, 3168, AU.