Privacy policy

The personal information we collect depends on how you interact with us, but may include:

• your name
• email address
• phone number
• billing address and delivery address
• suburb, postcode and other service-area details
• account or login details
• order, payment and transaction details
• consultation, booking and enquiry details
• information you provide when requesting access to restricted products or joining a waitlist
• information about your dog or dogs, including names, age or life stage, feeding details, and other information you choose to provide
• records of communications with us
• technical and usage information such as IP address, browser type, device information, pages viewed, and referring URLs

We generally collect personal information directly from you. We may also receive information from service providers that help us operate our website, store, booking tools, payment processing, marketing systems, or customer communications.

We may collect personal information when you:

• create an account
• place an order
• submit a form
• request access to member or restricted products
• join a waitlist
• book a consultation
• contact us by email, website form, social media or otherwise
• subscribe to marketing communications
• browse or interact with our website

We may also collect certain technical information automatically through cookies and similar technologies.

We may collect, hold and use personal information to:

• provide our products and services
• process and fulfil orders
• arrange delivery or pickup
• manage consultations, meal plans and follow-up support
• assess requests for access to restricted or limited-rollout products
• determine whether a customer is within a serviceable area
• respond to enquiries and customer support requests
• manage customer accounts and website functionality
• improve our website, products and services
• maintain security and detect fraud
• send service messages and transactional communications
• send marketing communications where permitted by law
• comply with legal obligations and resolve disputes

We may send you marketing emails or SMS messages about our products, offers, updates, or services where permitted by law.

You can opt out at any time by using the unsubscribe link or by contacting us directly. We may still send non-marketing communications such as order confirmations and account notices.

We may use cookies and similar technologies to keep the website functioning, remember preferences, understand traffic and usage, improve performance, and support security. You may be able to control cookies through your browser settings, but disabling cookies may affect website functionality.

We may disclose personal information to third parties where reasonably necessary, including:

• e-commerce and website platform providers
• payment processors
• booking and scheduling providers
• email and communications providers
• analytics, IT, cloud storage and support providers
• delivery, logistics and fulfilment partners
• professional advisers
• regulators, law enforcement or government agencies where required by law
• parties involved in a sale or restructuring of our business

We do not sell personal information.

Some of our service providers may store or process personal information outside Australia through cloud-based or global platform providers. Personal information may therefore be disclosed to recipients located outside Australia.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. However, no method of transmission or electronic storage is completely secure.

We keep personal information only for as long as reasonably necessary for the purposes described in this policy, or as required by law. When no longer required, we will take reasonable steps to destroy or de-identify it.

You may request access to the personal information we hold about you and request correction of inaccurate or incomplete information. We may need to verify your identity before responding. In some circumstances the law permits us to refuse access or correction.

If you have a complaint about how we have handled your personal information, please contact us. We will consider your complaint and respond within a reasonable period. If you are not satisfied with our response, and the Privacy Act applies, you may be able to complain to the Office of the Australian Information Commissioner.

Our website and services are not directed to children under 18. We do not knowingly collect personal information from children.

We may update this Privacy Policy from time to time. The latest version will be published on our website with the updated effective date.

If you have a question, correction request or privacy complaint, contact us at:

Raw Spirit Canine Nutrition
Email: enquiries@rawspirit.com.au