Privacy Policy
Who we are
We’re a Melbourne‑based dog walking and pet care service. This Privacy Policy explains how we collect, use, disclose and protect personal information about our customers, prospects, and website visitors in Australia.
What this policy covers
This policy applies to information we handle:
when you visit or use our website, social pages or ads;
when you enquire, book, or receive our services; and
when you communicate with us or our contractors (your walker).
It does not cover third‑party sites or services we don’t control (for example, payment providers or booking tools); their privacy policies apply.
The information we collect
We collect only what we need to deliver safe, reliable services.
Identity & contact: name, email, phone number, suburb/address.
Service details: preferred walk days/times, access instructions (e.g., lockbox code, alarm instructions), notes about your dog (temperament, routines), emergency contact.
Pet information: dog’s name, breed, age, vet details and relevant care notes. (Pet information is not personal information about an individual, but we safeguard it for service delivery.)
Payment & billing: transaction amounts, invoice details, limited card/payment metadata via our payment provider (we don’t store full card numbers on our systems).
Communications: messages, emails, call notes, feedback, testimonials and media you share with us.
Website/ads/analytics: device and usage data (IP address, browser, pages viewed, cookies or similar tech), advertising identifiers, and conversion data from platforms like Google and Meta.
Location data (if applicable): if we use a walker app or GPS check‑ins, we may record time/location to verify completed services and ensure safety.
We collect personal information directly from you (forms, email, phone, Meet & Greet), from your use of our website/ads, and from service delivery. We may also receive limited info from third parties where necessary to provide services (e.g., payment processors) or with your consent (e.g., reviews).
Why we collect and how we use personal information
We use your information to:
respond to enquiries and provide quotes;
schedule and deliver walks and related services;
maintain safety and service quality (e.g., access instructions, GPS check‑ins where used);
process payments, manage accounts, and prevent fraud;
communicate service updates, reminders, and changes;
send marketing with your consent or as permitted by law (you can opt out anytime);
improve our website, services and ads through analytics; and
comply with legal/insurance requirements and handle disputes or claims.
We don’t sell your personal information.
Direct marketing & your choices
If you opt in (for example through our forms) we may send updates and offers by email/SMS. You can opt out via unsubscribe links or by contacting us.
When we disclose personal information
We may disclose information to:
Service providers (hosting, email/SMS, forms/CRM, scheduling apps, analytics, payment processing, cloud storage, IT support).
Contractors/walkers who need limited information to deliver your service safely (e.g., address, access notes, dog care notes).
Emergency contacts/veterinary clinics where required to protect your pet’s welfare and as authorised by you.
Insurers, professional advisers, regulators or law enforcement where reasonably necessary or legally required.
Cookies, analytics & ads
Our site and ads may use cookies, pixels and similar technologies (e.g., Google Analytics 4 and Meta) to understand site usage, measure performance and improve our services and advertising. You can control cookies through your browser settings and manage ad personalisation in your Google, Meta and device settings.
Security
We take reasonable steps to protect personal information against misuse, interference, loss, and unauthorised access, modification or disclosure. Examples include:
role‑based access for our team/contractors;
encrypted cloud storage and secure passwords;
limiting access to address and access codes to personnel who need it;
key & access code handling: we avoid storing keys with matching address labels; codes and lockbox details are stored separately or in encrypted notes; keys are accounted for and returned/destroyed on service end where applicable.
No method of transmission or storage is 100% secure; we cannot guarantee absolute security.
Retention & deletion
We keep personal information only as long as reasonably necessary for the purposes above and to meet legal, taxation and insurance requirements. When information is no longer needed, we take reasonable steps to destroy or de‑identify it. Transaction records may be retained for statutory periods.
Access & correction
You can request access to, or correction of, your personal information. We’ll respond within a reasonable time and may ask to verify your identity. If we refuse access/correction (as allowed by law), we’ll give you a written reason and information on how to complain.
Children
Our services are directed to adults scheduling care for their pets. If you’re under 18, please obtain a parent/guardian’s consent before providing personal information.
Complaints & how we’ll help
If you have a privacy concern, please contact us first at hello@chillys.com.au. Tell us what happened and what you’d like us to do. We’ll acknowledge your complaint and aim to resolve it promptly. If you’re not satisfied, you can contact the Office of the Australian Information Commissioner (OAIC). See: https://www.oaic.gov.au/ for guidance on making a privacy complaint.
Your contact options
For any privacy questions, access or correction requests, or complaints, contact:
Email: hello@chillys.com.au
Phone: +61 430 921 951
Postal: Available on request.