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Privacy Policy

VLP Corporation Pty Ltd (ABN 79 660 084 953) trading as Vets Love Pets is committed to protecting the privacy of our customers’ personal information.

Our privacy policy is underpinned by our data privacy principles:

  1. We respect our customers’ privacy and the personal information entrusted to us.
  2. We aim to be transparent with how this data 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).

By visiting our website to purchase products, you consent to your personal information being collected, stored, used and disclosed by us as set out in this privacy policy.

What personal information do we collect?

We collect personal information that is needed for the purchase and delivery of products purchased from us. This information is collected when you perform a transaction on our website, create an account, subscribe to email communications or contact us.

All personal information collected is done so in a lawful manner, respecting your rights as a consumer and our obligations as an online retailer.

We collect the following personal information:

  • full name;
  • shipping, billing and/or business/residential postal address;
  • email address;
  • credit card and/or other payment details;
  • preferences and password for using our customer account portals;
  • IP information (see below);
  • and any information that you otherwise share with us.

Please be assured that we do not store credit card numbers. These are held by secure third-party payment platforms.

How do we collect personal information?

We collect personal information in the following ways:

  • directly from our customers via our website and account platforms;
  • directly from our customers 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) which are also obliged to comply with all laws and regulations.

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.

Do we collect cookies via our website?

Yes. Cookies may be placed on a customer’s browser to allow them to login to their account, maintain a shopping cart or purchase items in the cart. Cookies are used to improve the shopping experience and to tailor the information we provide via our marketing communications.

By using our website, customers are agreeing to the policy and granting us permission to place and store cookies on their browser.

The information collected by cookies includes the following:

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

How do we use personal information?

All personal information collected, stored and used is done so in line with the reason it was collected and in accordance with this policy. Any use and disclosure of your personal information is to enable us to better meet customer needs and operate effectively as an online retailer.

In addition to facilitating customer transactions on our website, we may collect personal information for additional purposes including:

  • arranging for delivery of products purchased including liaising with distribution centres, postal services and couriers;
  • 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 product recalls as may be required by manufacturers from time to time;
  • analysis of website usage data to help us improve our products and services;
  • providing customers and potential customers with information about our products and services;
  • carrying out administration, planning, account security, fraud detection and loss prevention activities, procurement, product and service development, quality control and market and customer research (including data and trend analysis) to improve the way we provide products and services to our customers;
  • marketing, telemarketing and sales services including providing offers and information regarding our products and services including entering customers into competitions we offer from time to time;
  • developing, establishing and administering member-related services;
  • maintaining website functionality including associated digital platforms and applications;
  • analysis of information as may be required for legal, technical or administrative purposes;
  • to assist with improving customer experience, including communicating product price changes, promotions and other product and service offerings which we believe may be relevant;
  • and any other purpose notified to you at the time your personal information is collected.

How do we use personal information for marketing purposes?

Please be assured that we do not sell or provide personal information to third parties for marketing purposes. We will only disclose personal information where it is required or reasonable to provide or administer a product or service that you have requested, or for the purposes outlined in this policy.

We will only use personal information for our own marketing communications if you have given either express or implied consent. Implied consent is assumed when creating an account via our website, registering your email address, or participating in any promotions which require you to disclose your personal information.

All of our marketing communications comply with the requirements set out in the Spam Act 2003 (Cth).

How can customers opt out of marketing communications?

Customers are always in control of the marketing communications which they receive and can opt out at any time.

If at any time a customer does not wish to receive any further communications, they may ask us to not send these communications by using the “unsubscribe” facility in direct marketing communications or by contacting us using our contact details below.

How can customers access or update their personal information?

We handle requests for access to personal information in accordance with the Australian Privacy Principles. Requests can be made via our contact options below.

We take responsible steps to ensure that personal information is accurate and complete whenever we collect, use or disclose it. However we rely on customers to advise us of any changes to personal information. This can be done via a customer account or by contacting us using the details below.

How do we secure personal information?

When collecting, storing and using personal information, we have processes in place to ensure that this is done so in a secure manner. We take all reasonable steps to make sure that personal information is not accessed, disclosed or collected by any unauthorised persons or third parties.

It should be noted that despite best efforts, data protection measures are not guaranteed to be effective at all times and therefore we cannot guarantee the security of personal information.

We strongly recommend that customers contact us as soon as possible if they become aware of or suspect any security breaches.

This website is protected by reCAPTCHA (account creation and access protection) and the Google Privacy Policy and Terms of Service apply.

When should a customer contact us about privacy matters?

We encourage customers to contact us at any time with queries, concerns or feedback and if further information about the way we manage personal information is required.

Customers may wish to access further information about the Privacy Act and the Australian Privacy Principles by visiting the Commonwealth Privacy Commissioner’s website (see www.oaic.gov.au).

How to contact us?

Email: support@vetslovepets.com.au

Phone: 1300 155 550

Postal: 11-15 Labouchere Rd, South Perth, Western Australia 6151

Privacy Policy last updated: 23 February 2024