Privacy Policy

Provet Pty Ltd (ABN ACN 076 468 481) trading as “Vets Love Pets”, (‘we’, ‘us’, ‘our’).

This policy explains how and why we collect, use, hold and disclose personal information about our customers, website visitors, rewards program members, and other individuals who interact with us, including suppliers, service providers and job applicants.

Our privacy policy is underpinned by our data privacy principles:

1. We respect the privacy of the personal information entrusted to us.

2. We aim to be transparent about how this personal information is collected, stored and handled, which is in line with all relevant laws and regulations.

3. We are committed to making ongoing improvements to our practices in line with industry best practice.

We are bound by the Australian Privacy Principles (APPs) as set out in the Privacy Act 1988 (Cth) (Privacy Act).

When you visit our website, purchase products, or interact with us, you acknowledge that your personal information will be collected, stored, used and disclosed by us as set out in this privacy policy.

What personal information do we collect?

We collect and process personal information to provide our products and services, manage our organisation and comply with the law, including facilitating the purchase and delivery of our products, operating our website, administering our loyalty and rewards program, and for other purposes described in this policy.

We collect personal information in a lawful and fair manner, respecting consumer rights and our obligations as an online retailer.

The kinds of personal information we collect and hold about you in our records depends on who you are, your relationship with us and how you engage with us. This may include:

• name, date of birth, business contact details and personal contact details (such as email address and phone number);
• shipping, billing and/or business/residential postal address;
• payment information, including credit card and/or other payment details (processed by our payment providers - we don’t store full card numbers);
• information about your pets, including prescription details for prescription products;
• preferences for using our customer account portals and your marketing preferences;
• IP address and other online identifiers, and information about your usage of our website;
• for VLP Rewards members, information about your membership, points, rewards and referral activity; and
• information that you otherwise share with us.

If you apply for a role with us, we may collect information from your cv, about your job history, education and qualifications, your references, residency status and working rights and other information you provide to us during the recruitment process.

How do we collect personal information?

We may collect personal information about you directly from you or from other sources including:

• directly from you via our website and account platforms;
• directly from you when placing an order or making an enquiry, either via email, telephone or web chat; and
• via third parties (such as social media sites or other data providers).

We also collect Internet Protocol (IP) addresses (uniquely identifying devices) for security purposes and to help prevent and detect misuse of our website and to investigate and prevent potential fraudulent activities.

How do we use cookies and tracking technologies?

We may also collect personal information through cookies and similar technologies when you use our website, or social media platforms.

The information collected by cookies and tracking technologies include the following:

• browser type;
• IP address; and
• web pages visited and web page usage data.

We use this information to operate and improve our website, remember user preferences, analyse website performance and usage trends, measure the effectiveness of our communications and marketing activities, personalise content and user experiences, and, where permitted, deliver relevant advertising and marketing content.

Third-party cookies and tracking technologies

We may use third-party analytics, advertising and technology providers who place cookies and similar tracking technologies on our website on our behalf. These technologies may collect information about your interactions with our website and online content and may enable the relevant provider to measure advertising performance, create audience segments, deliver targeted advertising or provide analytics services.

For example, we use Google Analytics to help us understand how visitors use our site and improve its performance. This information helps us analyse website traffic and improve website functionality and user experience. Information about how Google collects and processes data can be found here. Further information about Google Analytics privacy practice is available via Google's Privacy Policy.

Where required by applicable law, we will seek your consent before placing non-essential cookies or similar tracking technologies on your device.

Managing your cookie preferences

You can manage or disable non-essential cookies at any time through your browser settings. Most browsers allow you to refuse, accept, manage or delete cookies. Please note that blocking or deleting cookies may affect the functionality of our website and some of our services.

Some third-party platforms we use may provide their own cookie preference settings. Where available, these settings can be managed directly through the relevant platform.

How do we use and disclose personal information?

We may use and disclose your personal information for the purposes it was collected or related or other authorised purposes including:

Providing our products and services

• arranging for delivery of products purchased including liaising with distribution centres, postal services and couriers;
• processing payments and managing your Auto Delivery subscriptions, including billing, payment retries and changes to your subscription;
• verifying and dispensing prescription products, including liaising with your veterinarian, our pharmacists and fulfilment partners;
• managing customer enquiries and communication regarding your requests, feedback and any additional information provided;
• processing returns or refunds in accordance with our return policy and as may be required by manufacturers from time to time;

Administering our loyalty and referral programs

• administering our VLP Rewards program, including tiers, points, birthday and referral rewards;
• administering our Vet Referral Program including linking you to your referring veterinary clinic and applying clinic pricing;

Marketing and improving our products and services

• market and customer research (including data and trend analysis) to improve the way we provide products and services to our customers;
• providing customers and potential customers with information about our products and services;
• marketing, advertising, telemarketing and sales activities, including providing offers and information regarding our products and services, advertising on third-party platforms, measuring the effectiveness of our advertising, and entering customers into competitions we offer from time to time;
• publishing reviews and other content you submit;

Managing our organisation and complying with the law

• training our staff and monitoring the quality of our customer service;
• analysis of information as may be required for legal, technical or administrative purposes;
• complying with our legal and regulatory obligations, including those relating to the supply of veterinary and prescription products;
• assisting with improving customer experience, including communicating product price changes, promotions and other product and service offerings which we believe may be relevant;
• administration, planning, account security, fraud detection and prevention activities, procurement, product and service development, quality assurance and record keeping; and
• any other purpose notified to you at the time your personal information is collected or set out in this policy.

As part of these activities, we may disclose your personal information to third-party service providers and to companies within our corporate group, including our parent company, Provet Pty Ltd, our ultimate parent company, Covetrus Inc, and their related bodies corporate (together, the Covetrus Group).

How do we use personal information for direct marketing?

We will only use personal information for our direct marketing communications if you have given your consent, for example when you create an account with us through our website, when you register your email address for marketing communications, or participate in promotions which require you to disclose your personal information.

Customers are always in control of the marketing communications which they receive and can opt out of receiving them at any time. If at any time you do not wish to receive any further communications, you may ask us to not send these communications by using the "unsubscribe" facility in the direct marketing communications or by contacting us using our contact details below.

Do we disclose personal information overseas?

Yes. We disclose personal information to service providers located outside Australia. These include advertising and analytics providers (such as Google, Meta and Microsoft), which receive information collected through cookies, pixels and similar technologies, and technology providers who help us with marketing, personalisation, customer support, subscriptions and payments. We may also disclose personal information within the Covetrus Group.

These recipients are likely to be located in the United States, Canada, Finland and other European Union countries.

Automated decision making

We use computer programs, including software provided by our service providers, to make or help make some decisions that can affect you. We use them to protect against fraud, to run subscriptions and our VLP Rewards program, and to apply pricing and delivery rules. Automated decisions may be used in:

• Fraud prevention: determining or help us determining whether to approve, decline or hold a transaction for further review based on fraud risk indicators.
• Subscriptions: determining whether to pause, skip or cancel a subscription order where payments have failed. We email you when a payment fails.
• VLP Rewards: determining your membership level, award bonus points, and assessing whether a referral reward should be issued based on whether the referral is genuine.
• Pricing: determining whether clinic pricing is applied when you arrive through a participating vet clinic's link.
• Delivery: determining whether an order can be delivered to your address, including whether we supply to your region.

Personal information used

These programs use your name, email address, delivery and billing addresses, order, payment and subscription history, spend, chargeback history, the products you order, and your IP address, approximate location and device information.

If you disagree with an automated decision about you, contact us using the details below and a member of our team will review it.

How can you access or correct your personal information?

You have the right to request to access to or correction of the personal information we hold about you.

We handle requests to access or correct to personal information in accordance with the Australian Privacy Principles. We may need to verify your identity and we aim to respond to requests within 14 business days. Requests can be made by contacting us using the details below. Some personal information can also be corrected through your customer account.

How do we secure personal information?

We store personal information we collect in our business systems and on cloud-based technology platforms operated by third-party service providers. These providers support the delivery of our services, data hosting, IT systems and other business operations.

We maintain appropriate processes, safeguards and controls designed to protect personal information from unauthorised access, use, disclosure, alteration or loss.

We strongly recommend that you contact us as soon as possible if you become aware of or suspect any security breaches affecting personal information we hold about you.

Contacting us with a privacy query or complaint

You can contact us at any time using our contact details below with queries, concerns or feedback and if further information about the way we manage personal information is required.

If you have a complaint about the way we have handled your personal information, you should contact us in writing using the details below so that we can investigate and address your concerns. We may need to seek further information from you to do this.

If you are not satisfied with our proposal to resolve your complaint, you may be able to complain to the Office of the Australian Information Commissioner using the details below:

Office of the Australian Information Commissioner
GPO Box 5218
SYDNEY NSW 2001
Website: www.oaic.gov.au

You may also wish to access further information about the Privacy Act and the Australian Privacy Principles by visiting the Office of the Australian Information Commissioner website (see www.oaic.gov.au).

How to contact us?

Email: infoprovet@provet.com.au
Phone: 02 8867 5144
Postal: 48 Bell-Are Avenue, Northgate QLD 4013

Privacy Policy last updated: October 2026