Privacy Policy

About This Policy

Fetch & Feast is operated by Dang My Ngoc Ho as a sole trader (ABN 13 104 314 815). We sell air-dried dog treats online at fetchandfeast.com.au.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, and what rights you have.

Our annual turnover is under $3 million, which means we are generally not required to comply with the Privacy Act 1988 (Cth). We choose to follow the Australian Privacy Principles (APPs) voluntarily because we believe you deserve to know how your information is handled.

This Privacy Policy explains how we handle personal information collected through our website and when you contact us. Please read it alongside our Website Terms and Conditions at fetchandfeast.com.au/terms. Where we need your consent for a particular use of your information, we will ask for it separately.

We may update this policy from time to time. The current version is always available on our website, with the "Last updated" date shown above.

What Information We Collect

Order information. When you place an order as a guest, we collect your name, email address, phone number, delivery address, and order details (products, quantities and order history).

Payment information. Payments are processed by Stripe through Stripe Checkout. We never see or store your card details. Stripe holds all payment card data under its own security and privacy standards.

Your dog's details (optional). At checkout, you can enter your dog's name and birthday. This is entirely optional and is not required to complete a purchase. We use these details for personalised thank-you cards and birthday gifts. If you separately choose and confirm birthday emails, we also use your dog's name and birthday for that purpose.

Messages and enquiries. We collect messages you send through our website contact form or by email.

Back-in-stock requests. If you submit your email address to be notified when a product is back in stock, we collect that email address for that purpose only.

Reviews. If you choose to leave a review, we collect the content of that review and your first name (and your dog's name, if you provided it).

Technical information. Our website host's server logs and our form spam-protection service (Cloudflare Turnstile) automatically collect basic technical information, including your IP address and browser and device type. This is used to keep the website secure and to block automated bots.

What we do not collect. We do not knowingly collect sensitive information as defined in the Privacy Act (such as health or biometric information). Our products are intended for adults purchasing for their dogs. We do not knowingly collect personal information from anyone under 18.

How We Use Your Information

We use your personal information to:

process, pack and deliver your orders;

send order confirmation, shipping updates and customer service communications;

send back-in-stock notifications, but only if you asked for them;

send a review request email approximately one week after delivery, which includes a single-use 5% reward code for any genuine review (positive, negative or neutral). Reviews submitted in response to a reward offer are labelled as incentivised on our website;

publish reviews on our website, showing only your first name and your dog's name (if you provided it). You can ask us to remove your review at any time by emailing cs@fetchandfeast.com.au;

send personalised thank-you cards and birthday gifts, where you have provided your dog's details;

send birthday emails, but only if you choose to join using the unticked checkbox at checkout or our birthday signup page and confirm the link sent to your email. Providing a birthday or making a purchase alone does not subscribe you. Every birthday email includes an unsubscribe link. Unsubscribing does not stop order confirmation or delivery emails;

keep the website secure and prevent spam and fraud; and

meet our legal and tax obligations.

We will not use your information for any purpose that is unrelated to the reason it was collected, unless we have your consent or are required to do so by law.

Who We Share Your Information With

We share your personal information only with the service providers we need to operate our business. We do not sell, rent or trade your personal information to anyone.

Our current service providers are:

Stripe (Stripe, Inc., USA): payment processing via Stripe Checkout. Stripe holds all card data.

Vercel (Vercel Inc., USA): website hosting. Server-side processing (checkout, admin and database access) runs in Singapore. Static pages and images are delivered from Vercel's global content delivery network, served from the location nearest to you (typically Sydney for Australian customers).

Supabase (Supabase Inc., USA): database, hosted on Amazon Web Services in Singapore (ap-southeast-1 region). Stores customer, order, dog details, contact form and back-in-stock data.

Cloudflare R2 (Cloudflare, Inc., USA): product image storage. No personal information is stored here.

Cloudflare Turnstile (Cloudflare, Inc., USA): form spam protection.

Resend (Resend Inc., USA): order confirmation, shipping, review request, back-in-stock and confirmed birthday emails.

Google Workspace (Google LLC, USA): our business email.

Australia Post: delivery and tracking. We share your name, delivery address, phone number and email address with Australia Post for this purpose.

Our product supplier: we share product type and quantity only. No customer personal information is shared with our supplier.

Our website developer: our technical service provider has access to our hosting environment and database, including customer and order data, to operate and maintain the website.

Legal or government authorities: we may disclose your information where required or authorised by law.

We keep sales records in our internal records system for accounting and tax purposes.

Overseas Disclosure (APP 8)

Some of our service providers are based overseas or process data on servers located outside Australia. Based on our current setup, your personal information may be disclosed to recipients in:

United States of America: Stripe, Vercel, Supabase, Cloudflare, Resend and Google LLC are incorporated in the USA; and

Singapore: Vercel's server-side processing and Supabase's database run on servers in Singapore.

We take reasonable steps to ensure that overseas recipients handle your personal information in a way that is consistent with the Australian Privacy Principles.

By using our website or placing an order, you acknowledge that your information may be transferred to and processed in these countries.

Cookies And Browser Storage

We use cookies and similar technologies that are needed for the website to function. We may also use analytics or marketing cookies; where we do, we will ask for your consent through our cookie banner before they are used.

At present, our website uses the following:

Browser local storage: your shopping cart is saved in your own browser's local storage so it persists between visits. This data stays on your device and is not sent to us.

Admin cookies: our website sets cookies only for the admin login area. These are not set for regular visitors.

Stripe cookies: Stripe sets its own cookies on its hosted checkout page for payment processing and fraud prevention. These are governed by Stripe's privacy policy.

Cloudflare Turnstile: our contact and other forms use Cloudflare Turnstile for spam protection. Turnstile may use browser signals to distinguish people from automated bots.

A cookie banner is shown when you first visit our website. If we add analytics or marketing cookies in the future, we will name the providers in this policy and ask for your consent through the banner before using them.

You can control cookies through your browser settings. Disabling certain cookies may affect how the website functions.

How We Store And Protect Your Information

Access to personal information is limited to Dang My Ngoc Ho and our website developer. The admin area of the website is restricted to approved email addresses.

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, modification or disclosure. Our service providers are required to maintain appropriate security standards.

Despite these measures, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security.

How Long We Keep Your Information

Order and payment records are kept for 5 years for tax and accounting purposes, then deleted or de-identified.

Your dog's details from orders are kept until you ask us to delete them, or after 2 years with no orders from you, whichever comes first. Birthday email details are kept while you remain subscribed. Unsubscribing removes your dog name and birthday from the birthday email list; we retain limited consent and opt-out records to respect your preferences. You can ask us to delete your details at any time.

Back-in-stock email addresses are deleted once the alert has been sent or the relevant product is discontinued.

Other personal information is kept for as long as it is needed for the purpose for which it was collected, or as required by law.

Data Breaches

If we become aware of a data breach that is likely to result in serious harm to you, we will notify affected customers and the Office of the Australian Information Commissioner (OAIC) where required under applicable law.

Your Rights

You have the right to:

request access to the personal information we hold about you;

ask us to correct information that is inaccurate, incomplete or out of date;

ask us to delete your dog's details at any time;

ask us to remove your review at any time; and

unsubscribe from marketing emails at any time using the unsubscribe link in any marketing email, or by contacting us directly.

To exercise any of these rights, please email us at cs@fetchandfeast.com.au. We aim to respond to all enquiries within 2 business days.

Complaints

If you have a complaint about how we have handled your personal information, please contact us at cs@fetchandfeast.com.au. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au

Phone: 1300 363 992

Post: GPO Box 5218, Sydney NSW 2001

Third-Party Links And Social Media

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to read their privacy policies before providing any personal information.

We have a presence on Instagram (@fetchandfeast). Any information you share with us through Instagram is also subject to Instagram's privacy policy. We recommend reviewing Meta's privacy policy at help.instagram.com.

Social media platforms may collect information about you when you interact with our content, even if you do not have an account with them. We have no control over how those platforms collect or use your information.

Contact Us

For any questions, requests or complaints about this Privacy Policy or how we handle your personal information, please contact us:

Fetch & Feast

Dang My Ngoc Ho

cs@fetchandfeast.com.au

fetchandfeast.com.au

Level 1, 63–73 Ann Street, Surry Hills, NSW 2010 (correspondence only). We do not trade from this address. Please contact us by email for all enquiries and requests. We aim to respond to all enquiries within 2 business days.