1. About this Privacy Policy
Oodles and More Pty Ltd ACN 653 124 620, is referred to as Oodles, we, us or our, respects your privacy and is committed to handling personal information responsibly.
This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you interact with Oodles, including through our website, customer account, booking process, daycare and grooming services, payments, communications, customer support, social media and other interactions with us.
We manage personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.
2. What is personal information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. The types of personal information we collect depend on how you interact with Oodles.
3. Personal information we may collect
We may collect your name, email address, telephone number, residential or postal address, suburb and postcode, age or date of birth where reasonably required, emergency contact details, account and login information, customer identifiers, booking and attendance history, package and credit history, service preferences, payment and transaction information, communications with Oodles, enquiries, complaints, feedback, reviews, photographs or videos, marketing preferences, Terms of Use acceptance records, website and digital interaction information, and other information reasonably required to operate our business or provide our services.
4. Information about your dog
Providing safe, appropriate and personalised daycare and grooming services requires us to collect information about dogs in our care.
We may collect your dog's name, photograph or video, breed, age or date of birth, sex, weight, desexing status, vaccination status, veterinary details, medication requirements, allergies, medical conditions, injuries, dietary requirements, behavioural characteristics, temperament, socialisation history, daycare suitability, interactions with other dogs, bite or aggression history, incident history, grooming history and tolerance, coat type and condition, grooming preferences, emergency care instructions, authorised collection persons, attendance and service history, and other information reasonably required to safely care for your dog.
Information about an animal will not ordinarily be personal information by itself. However, information about your dog may form part of your customer record and therefore be connected with information that identifies you.
5. How we collect information
We generally collect information directly from you when you visit our website, create or update an account, register your dog, book a free trial, daycare or grooming service, purchase a package or other service, accept our Terms of Use, provide a payment method, communicate with us, interact with website chat or customer support, provide feedback or a review, participate in a promotion, or visit Oodles.
We may also collect information from another owner or carer of your dog, an authorised person, your emergency contact, your veterinarian, our staff, or technology providers and platforms you use to interact with Oodles.
6. Why we collect and use personal information
We may collect, hold and use personal information to create and manage customer and dog profiles; process and manage bookings; administer daycare trials; provide daycare and grooming services; manage packages and credits; process payments; maintain stored-payment authorisations; manage check-in and collection; assess daycare suitability; understand health, behaviour, dietary, coat and grooming needs; manage incidents and emergencies; communicate with you; provide customer support; improve our website, booking experience and services; conduct internal reporting and business analysis; train and support our team; develop new services; maintain business records; protect dogs, customers, staff and third parties; manage complaints and insurance matters; prevent fraud or misuse; establish, exercise or defend legal claims; and comply with legal and regulatory obligations.
7. Terms of Use, consents and acceptance records
Our Terms of Use contain the daycare and grooming risk acknowledgements, consents, emergency veterinary authorisations, releases and other provisions applicable to Oodles services.
When you accept the Terms of Use, we may retain evidence of that acceptance, including the customer and dog associated with the acceptance, the version accepted, date and time, method of acceptance, relevant booking or form identifiers and related records.
We may retain these records to administer our services, demonstrate the terms and permissions applicable to a booking, manage safety and incidents, respond to disputes and meet legal, insurance and record-keeping requirements.
8. Payments and card-on-file information
Payments may be processed through third-party payment providers. Those providers may collect and process payment card details, billing information, transaction information, payment authorisations, fraud-prevention information and information required to maintain a stored payment method.
Where you authorise a card or other payment method to be kept on file, the payment provider may securely store or tokenise that payment method so that Oodles can initiate charges authorised under the Oodles Terms of Use or otherwise authorised by you.
Oodles does not generally need to store your complete payment card number. We may instead receive and retain a payment token, customer identifier, card type, expiry information, partial card details or other information that enables us to identify and use the authorised stored payment method.
Payment information and stored-payment authorisations may be retained for as long as reasonably necessary to administer your account, process authorised transactions, resolve payment disputes, meet financial record-keeping requirements or otherwise as permitted by law.
9. Photographs and videos of pets
Oodles may take photographs and videos of dogs attending Oodles for operational, business, marketing, advertising, promotional, social media, website, digital, print and other commercial purposes in accordance with the Oodles Terms of Use.
Photographs and videos may be edited, cropped, adapted, reproduced, published, displayed, distributed, archived and reused in accordance with the licence and consent granted under the Terms of Use.
Pet imagery may continue to appear in previously published, scheduled, produced or archived materials after you cease using Oodles' services.
Where photographs or videos also contain personal information or identifiable individuals, we will handle that personal information in accordance with this Privacy Policy and applicable law.
10. Monitoring and CCTV
Oodles may use CCTV and other monitoring on the premises for safety, security, welfare and training purposes. Footage is handled in accordance with the Oodles Privacy Policy and applicable law.
Footage is retained only for a limited period and may be overwritten automatically. Oodles is not obliged to retain or provide footage except where required by law.
11. Service communications
We may use your contact details to send communications reasonably necessary to provide and administer our services, including booking confirmations, reminders, trial communications, collection notifications, daycare and grooming updates, report cards, package or credit notifications, payment communications, safety messages and customer service communications.
12. Marketing communications
Where permitted by law, we may send information about Oodles services, promotions, offers, daycare, grooming, packages, events, new services and relevant dog-care information by email, SMS or other electronic channels.
You may unsubscribe from marketing communications at any time using the unsubscribe facility provided or by contacting us. Unsubscribing from marketing does not prevent us from sending service, safety, booking, payment or other operational communications reasonably necessary to provide our services.
13. Cookies, analytics and digital technologies
When you use our website or digital services, we may automatically collect information such as IP address, browser and device type, operating system, approximate location, referring website, pages viewed, links clicked, date and time of visits, interactions with forms or website features and other technical or usage information.
We may use cookies, pixels and similar technologies to operate our website, remember preferences, understand customer journeys, improve website performance, measure marketing effectiveness, personalise experiences and improve our services.
You can generally manage cookies through your browser settings, although disabling some cookies may affect website functionality.
14. Customer profiles and connected systems
Oodles may connect information across our website, booking platform, customer relationship management system, forms, payment systems, email and SMS systems, customer support systems, analytics platforms and other operational systems.
This helps us maintain accurate customer and dog profiles, recognise returning customers, understand booking and service history, manage packages and credits, retain Terms acceptance and payment authorisations, personalise communications and avoid unnecessarily asking you to provide the same information repeatedly.
15. Disclosure to service providers and other recipients
We may disclose personal information where reasonably necessary to our employees and contractors; booking and scheduling providers; customer relationship management providers; payment processors; website, hosting and cloud providers; form, email, SMS and customer support providers; analytics, advertising and marketing providers; accountants, lawyers, insurers, IT and cybersecurity providers; veterinarians and animal-care professionals; emergency services; government authorities or regulators; and other professional advisers and service providers.
We may also disclose information where you authorise us, where required or authorised by law, where reasonably necessary to respond to an emergency, or in connection with a proposed or actual sale, acquisition, financing, restructuring or transfer of all or part of the Oodles business.
16. Overseas disclosure and processing
Some of our technology and service providers may store, process or provide access to personal information from locations outside Australia. The countries involved may vary depending on the providers and infrastructure we use.
Where applicable Australian privacy law requires us to take particular steps in relation to overseas disclosure, we will take reasonable steps to comply with those requirements.
17. Artificial intelligence and automated technologies
We may use artificial intelligence and automated technologies to assist with common customer enquiries, searching Oodles information and FAQs, customer service, categorising enquiries, preparing or personalising communications, analysing business information, automating routine workflows and improving our services.
Where personal information is processed using these technologies, we will handle it in accordance with this Privacy Policy and applicable law.
We do not intend to rely solely on automated systems to make significant decisions about an individual where doing so would be inappropriate or contrary to applicable law. Decisions concerning a dog's safety, suitability or care may involve assessment by members of the Oodles team.
18. Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.
Depending on the circumstances, our measures may include controlled system access, authentication, staff permissions, secure cloud-based systems, staff procedures and training, payment-provider security controls, technology-provider security measures and monitoring.
No electronic system can be guaranteed to be completely secure.
19. Data breaches
If we become aware of a data breach involving personal information, we will assess and respond to the incident in accordance with applicable law.
Where the Notifiable Data Breaches scheme applies and notification is legally required, we will notify affected individuals and the Office of the Australian Information Commissioner as required.
20. How long we keep information
We retain personal information for as long as reasonably necessary for the purposes for which it was collected or as otherwise required or permitted by law.
This may include retaining customer and dog histories, booking records, package and credit records, payment records, card-on-file authorisations, Terms of Use acceptance records, safety and incident records, veterinary or emergency records, complaint records, taxation and accounting records, insurance records, photographs and videos, and information relevant to legal claims.
When personal information is no longer required and we are not legally required or otherwise permitted to retain it, we will take reasonable steps to destroy or de-identify it.
21. Access to your personal information
You may request access to personal information we hold about you. We may need to verify your identity before providing access.
In some circumstances we may be permitted or required by law to refuse access to some or all of the requested information. Where required by law, we will explain the reason.
22. Correcting your information
We take reasonable steps to ensure personal information we hold is accurate, complete and up to date. You may ask us to correct or update your personal information.
You should promptly tell us about changes relevant to your dog's health, medication, allergies, vaccination status, emergency contacts, behaviour, injuries or other matters relevant to safety or care.
23. Privacy complaints
If you believe Oodles has not handled your personal information appropriately, please contact us with enough information for us to understand and investigate your concern.
We will aim to acknowledge and investigate your complaint and provide a response within a reasonable period.
If you are not satisfied with our response and the Privacy Act applies to the matter, you may be able to lodge a complaint with the Office of the Australian Information Commissioner.
24. Third-party websites and services
Our website and communications may link to third-party websites, social media platforms, booking services, payment services or other online services. Those organisations have their own privacy practices and policies.
Oodles is not responsible for third-party privacy practices except to the extent required by law.
25. Children
Our services are intended to be booked and managed by adults. We do not knowingly seek to collect personal information directly from children unless reasonably necessary and appropriate in the circumstances.
26. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, business operations, service providers, privacy practices or applicable laws.
The current version will be published on our website and will display the date it was last updated.
27. Contact us
Oodles and More Pty Ltd
ACN 653 124 620
14 Walker Street
Woolloongabba QLD 4102
Phone: 0420 904 662
Email: fun@oodlesandmore.com