EAST WALKIES

Last Updated: 4/8/2025

1. Introduction

East Walkies ("we," "us," or "our") is committed to protecting your privacy. This policy outlines how we collect, use, disclose, and safeguard your personal information in compliance with applicable Australian laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We understand the importance of your personal information and are committed to handling it responsibly and securely. This policy applies to all personal information collected through our website, mobile applications, email communications, and in-person interactions.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Contact Details: Name, phone number, email address, and physical address (for home pick-up services).
• Pet Information: Pet name, breed, age, health conditions, behavioural traits, vaccination records, and special care instructions deemed necessary by the client.
• Emergency Contact: Name and contact details of your emergency contact person.
• Payment Information: For Pay As You Go (PAYG) users, payment details are processed securely by our payment processor. East Walkies does not store your complete financial information.
• Service Preferences: Your preferences regarding our services, including scheduling, special requests, and feedback.

2.2 Technical Information

• Website Usage Data: We may collect information about how you interact with our website, including IP address, browser type, pages visited, and time spent on the site. This helps us improve our online services.
• Device Information: Information about the device you use to access our services, including device type, operating system, and mobile network information.
• Location Data: With your consent, we may collect location data to provide location-based services, such as real-time tracking during walks.

2.3 How We Collect Information

We collect information through:

• Direct interactions when you contact us or use our services
• Forms on our website or mobile applications
• Automated technologies or interactions with our digital platforms
• Third parties or publicly available sources, with your consent where required

3. How We Use Your Information

We use your personal information for the following purposes:

• Service Provision: To manage bookings, schedule services, provide real-time updates, and communicate regarding appointments or changes.
• Customer Support: To respond to enquiries, handle complaints, or notify you of service updates.
• Pet Care: To provide appropriate care for your pet based on their specific needs, health conditions, and preferences.
• Marketing: With your consent, we may send promotional emails or newsletters about our services, special offers, or events. You can opt out at any time.
• Service Improvement: To analyze usage patterns and improve our services, website functionality, and user experience.
• Legal Compliance: To comply with applicable laws, regulations, or court orders if required.

3.1 Lawful Basis for Processing

We process your personal information based on the following legal grounds:

• Performance of our contract with you to provide pet care services
• Your consent, where we specifically ask for it
• Our legitimate interests in operating and improving our business
• Compliance with legal obligations

4. Disclosure of Information

We respect your privacy and are committed to protecting your personal information. We do not sell, rent, or trade your personal information to third parties for marketing purposes.

4.1 Third-Party Service Providers

We may share your information with:

• Payment Processors: Our payment processor handles all payment processing. They have their own privacy policy governing their data handling practices.
• Service Providers: We may also use third-party tools (e.g., email service providers, scheduling apps, cloud storage providers) strictly for operational purposes.
• Veterinary Services: In case of emergency, we may share relevant information with veterinary professionals to ensure proper care for your pet.

4.2 Legal Requirements

We may disclose personal data if required by law or court order, or to protect our rights, property, or safety, or the rights, property, or safety of others.

5. Data Security

We implement reasonable security measures to protect your personal data from unauthorized access, loss, or misuse. These measures include:

• Secure servers and encrypted communications
• Password protection and access controls
• Regular security assessments and updates
• Staff training on data protection and privacy

We rely on our payment processor to maintain compliance with payment industry standards for your financial data. Please review their privacy policy for details on their security practices.

5.1 Data Breach Procedures

In the unlikely event of a data breach that compromises your personal information, we will notify you promptly as required by Australian law. We will provide information about the breach, potential impacts, and steps we're taking to address the situation.

6. Data Retention

We retain personal data only as long as necessary for the purposes outlined in this policy or as required by law. Our retention periods are determined based on:

• The ongoing need to provide services to you
• Legal requirements for record-keeping
• Potential disputes or legal claims
• Our legitimate business interests

Once your information is no longer needed, we will securely dispose of or anonymize it, unless legally required to retain it longer.

7. Your Rights and Choices

Under the Australian Privacy Principles (APPs), you have certain rights regarding your personal information:

• Access: You have the right to request access to the personal information we hold about you.
• Correction: You can request that we correct any inaccurate or incomplete personal information.
• Deletion: Subject to applicable law, you can request the deletion of your personal information. We'll do our best to comply, except where data must be retained by law (e.g., accounting records).
• Opt-Out: You can unsubscribe from marketing emails at any time using the link provided or by contacting us directly.
• Complaints: If you believe we've handled your information inappropriately, you have the right to lodge a complaint with us or with the Office of the Australian Information Commissioner.

7.1 How to Exercise Your Rights

To exercise any of these rights, please contact us using the details provided in the "Contact Us" section. We will respond to your request within a reasonable timeframe (usually within 30 days).

8. Cookies and Tracking Technologies

Our website may use cookies and similar technologies to enhance your browsing experience. These technologies help us understand how visitors use our site, remember your preferences, and improve our services.

8.1 Types of Cookies We Use

• Essential Cookies: Required for the website to function properly.
• Analytical/Performance Cookies: Help us understand how visitors interact with our website.
• Functionality Cookies: Remember your preferences and settings.

You can manage cookie preferences through your browser settings. Disabling cookies may impact some functionality of our website.

9. Third-Party Websites

Our website or communications may contain links to third-party sites, like social media platforms. We do not control or endorse these sites' privacy practices, so please read their policies before sharing any information.

10. Children's Privacy

East Walkies' services are generally aimed at adults with pets. We do not knowingly collect personal data from individuals under 16 without parental consent. If you believe a minor has provided data, please contact us to remove it.

11. International Data Transfers

While we primarily operate in Australia, some of our service providers may be located overseas. When we share your information with these providers, it may be transferred to and stored in countries outside Australia.

We take steps to ensure that any international transfer of personal information is subject to appropriate safeguards, including contractual obligations requiring the recipient to protect your information in accordance with Australian privacy standards.

12. Updates to This Policy

We may update this policy from time to time to reflect changes in our practices, services, or applicable laws. Any material changes will be communicated via email or a prominent notice on our platform. Continued use of our services after changes become effective indicates your acceptance of the revised policy.

We encourage you to review this policy periodically to stay informed about how we are protecting your information.

13. Contact Us

If you have any questions, comments, or concerns about this Privacy Policy, or would like to exercise your rights, please reach out to us:

• Email: info@eastwalkies.com.au
• Address: Eastern Suburbs Sydney
• Phone:
  +61 468 326 63704-MUD-BONES