Pet Circle | Millell Pty Ltd | ABN: 17 148 151 213
Level 7/9 Castlereagh St, Sydney NSW 2000, Australia
Millell Pty Ltd trading as Pet Circle (we, us, our) make buying pet prescription medication and other pet pharmaceutical products (together, pet pharmacy products) easy by connecting you with our Australian registered pharmacist partner, Pet Care Pharmacy Pty Ltd ABN 76 626 392 121 (pharmacy partner), via our website petcirclepharma.com.au (website) or any other application (together, Platforms).
This privacy policy outlines how we collect, use and protect your personal information when you access our website, purchase pet pharmacy products from us or otherwise provide us with personal information. It also sets out your rights in relation to accessing the personal information we collect and hold about you. We are committed to managing, protecting and processing your personal information in accordance with this privacy policy, the Australian Privacy Principles (APPs) and the Privacy Act 1988 (Cth) (Privacy Act). By accessing the Platforms and purchasing goods or otherwise providing us with your personal information, you consent to your personal information being collected, stored, used and disclosed by us as set out in this policy.
This privacy policy relates to any personal information we collect in our pet pharmacy products business that we operate in partnership with our pharmacy partner (pet pharmacy partnership). For a copy of Pet Circle’s privacy policy for its online pet shop or its pet insurance business, please see Pet Circle Pharmacy Privacy Policy and Pet Circle Insurance Privacy Policy.
What personal information we collect
We may collect personal information to purposefully conduct our pet pharmacy partnership.
We may collect personal information from you such as your:
- full name;
- residential, billing and/or business postal address;
- email addresses;
- bank account, credit card and/or other payment details;
- date of birth; and
- voice recording (from any customer service calls).
Internet Protocol address
We may also collect network and device data such as Internet Protocol (IP) address. IP addresses are assigned to computers on the internet to uniquely identify them within the global network. We collect IP addresses as part of the service of providing internet session management and for security and site experience purposes. We may also collect and use web log, computer and connection information for security purposes and to help prevent and detect any misuse of, or fraudulent activities involving, the site.
Cookies and other passively collected information
The Platforms may use cookies tracking pixels, Internet tags or web beacons, and navigational data collection (log files, server logs, and clickstream data) (cookies) in order to:
- remember your preferences for using the Platforms;
- manage the sign-up process when you create an account with us;
- recognise you as logged in while you remain so (this avoids you having to log in every time you visit a new page);
- facilitate e-commerce transactions, to ensure that your order is remembered between pages during the checkout process;
- show relevant notifications to you (e.g. notifications that are relevant only to users who have, or have not, created an account or subscribed to newsletters or email or other subscription services);
- collect demographics and interest data; and
- remember details of data that you choose to submit to us (e.g. through online contact forms or by way of comments, forum posts, chat room messages, reviews, ratings, etc).
By using the Platforms, you grant us permission to place and store cookies on your browser.
We also use the services of third party vendors, who may implement cookies or other tracking technologies. The collection, use, and disclosure of information, including personal information, collected by third parties are subject to the privacy policies of those third party vendors and are not under our control. These third parties may include, for example, advertising networks, web traffic analysis services and payment platforms such as PayPal and Square.
How we collect your personal information
We may collect personal information from you when:
- you access the Platforms, including to perform a transaction, register an account, subscribe to our newsletter or product notifications or contact us;
- you accept our cookies or other tracking technologies on your device;
- you contact us by via our website, chat, telephone, email, letters or in person;
- you interact with us on our social media, including liking or commenting on our posts;
- you participate in any promotion, giveaway or survey;
- your authorised representative submits your personal information to us for any purpose reasonably authorised by you, for example if such representative purchases our pet pharmacy products to be delivered to you or as a gift;
- our third-party analytics and other service providers, business or commercial partners provide your personal information to us, which was collected and processed by them and disclosed to us pursuant to their separate privacy policies; or
- you voluntarily submit your personal information to us for any reason.
We use Artificial Intelligence (AI) tools in managing customer enquiries, including interactions with customers using our Live Chat function. When you interact with our customer service platform, whether through chatbots (automated messengers) or live chat, we may capture and store details about your interaction. This includes your responses, how you engage with the chatbot or live chat, and device-related data. Depending on the platform and your consent, this data may include your IP address, social media handle, time zone, country, and even GPS location.
Pet Circle does not store credit card numbers. These are securely held by large third-party payment processors pursuant to their terms and conditions and privacy policies.
How we use your personal information
We may use and disclose your personal information for the purpose for which it was collected and in accordance with this privacy policy. Our use and disclosure of your personal information is for the purpose of enabling us to function as an e-commerce business, providing pet pharmacy products and services to you, and delivering you a better user experience.
We may use and disclose your personal information for purposes necessary to provide you with the pet pharmacy products and services to you, including to:
- provide, maintain, protect and improve our goods and or services, and monitor their effectiveness;
- register and maintain your user account;
- process, collect payment for and deliver your order, including liaising with couriers;
- communicate with you regarding your order or request, to receive or solicit feedback or to notify you of any changes to our policies or terms and conditions;
- facilitate your transaction via third party payment solutions such as PayPal and Square;
- process returns or refunds in accordance with our policies and terms and conditions;
- improve your customer experience when you visit the Platforms, including by prioritising products and services appearing in your search results or feeds;
- carry out administration, marketing 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 and matching), to improve the way we provide our products and services;
- comply with the terms of our billing, payment process and dispute resolution processes, including in relation to credit card fraud; and
ensure the Platforms function properly and to improve their performance,
(the Purposes).
Additionally, we may use and disclose your personal information for the following purposes, to:
- send you marketing communications in relation to our products and services;
- invite you to our customer events;
- invite you to participate in, and to process any such participation in, our promotions and giveaways (including contacting you if you win, displaying your details online, publishing your name or disclosing details of winners to relevant authorities, if required by law), initiatives or any request for additional personal information such as customer surveys;
- conduct market and customer research, analysis or tracking;
- promote our products and services on our Platforms;
- manage the administrative and business operations of the pet pharmacy partnership and complying with internal policies and procedures;
- improve your customer experience across all touchpoints and training our customer experience team, such as by recording and monitoring phone calls;
- prepare for or participate in any potential business sale, merger, consolidation, investment, change in control, reorganisation, liquidation, or similar corporate event; and
- any other purpose notified to you at the time your personal information is collected
(the Additional Purposes).
We will endeavour to minimise the disclosure of your personal information to the information necessary to perform the related Purpose or Additional Purpose. However, we may also disclose your personal information for secondary purposes if the secondary purpose is related to the Purpose or Additional Purpose and you would reasonably expect us to use or disclose the information for the secondary purpose, otherwise in accordance with Privacy Act, or with your further consent.
Consent to use your personal information
Personal information will only be used for direct marketing purposes if you have given either express or implied consent. Implied consent is deemed to have been provided when you sign up to use a Platform, register your email address, or participate in any promotions which require you to disclose your email address.
We will comply with our obligations under the Spam Act 2003 (Cth) to ensure our commercial electronic messages contain a functional unsubscribe facility. You can also contact us at any time using the contact details in this policy to let us know that you do not wish to receive any further such communications.
If you withdraw your consent for us to use your personal information for the Purpose or the Additional Purpose or for other purposes, we may no longer be able to provide with the goods or services you have requested.
We will not sell or trade your personal information for marketing or any other purpose.
Disclosure of your personal information
We will disclose your personal information with our Australian registered pharmacist partner, Pet Care Pharmacy Pty Ltd ABN 76 626 392 121 (pharmacy partner) for the purposes of processing, fulfilling, dispensing and delivering your order.
We will only disclose your personal information to other third parties where it is required or reasonable to provide or administer a product or service that you have requested, or for any of the purposes outlined in this privacy policy. Where appropriate, we will disclose your personal information to:
- our related body corporates and any external service providers, such as payment system operators, lawyers, accountants, other professional advisers, financial institutions and information technology providers;
- third party advertisers to deliver ads that are related to our pet pharmacy partnership and personalised to your interests, attributes, preferences and experiences on the Platforms;
- to our delivery partners to fulfil and deliver your purchases;
- government and regulatory authorities and other organisations, as required or authorised by law;
- the police or other appropriate persons where your communication suggests possible illegal activity or harm to others; and
- any other entities notified to you at the time of collection.
Accuracy, access and correction of your personal information
In most cases, you may have access to personal information that we hold about you. We will handle requests for access to your personal information in accordance with the APPs. All requests for access to your personal information must be directed to the Privacy Officer by email using the email address set out in this policy or by writing to us at our postal address.
We will deal with all requests for access to personal information as quickly as possible. Requests for a large amount of information, or information that is not currently in use, may require further time before a response can be given. We may charge you a reasonable fee for access if a cost is incurred by us in order to retrieve your information, if permitted under the Privacy Act and APPs.
In some cases, we may refuse to give you access to personal information that we hold about you. This may include circumstances where giving you access would:
- be unlawful (e.g. where a record that contains personal information about you is subject to a claim for legal professional privilege by one of our contractual counterparties);
- have an unreasonable impact on another person’s privacy; or
- prejudice an investigation of unlawful activity.
If we refuse to give you access, we will provide you with reasons for our refusal.
We take responsible steps to ensure that your personal information is accurate, complete and up-to-date whenever we collect, use or disclose it. However, we also rely on you to advise us of any changes to your personal information. All personal information identified as being incorrect is updated in our database.
You may update your details by logging into your account or by contacting us using our contact details below. We may refuse to correct personal information if the correction would not improve the accuracy, completeness, relevance or would make the information misleading.
Security of your personal information
When using, collecting and storing your personal information, we take reasonable steps to ensure that such information is stored securely to prevent unauthorised access, use or disclosure.
This website is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. However, data protection measures are never completely secure and despite the measures we have put in place, we cannot guarantee the security of your personal information. You should notify us as soon as possible if you become aware of any actual or suspected security breaches.
When we no longer need your personal information, we take reasonable steps to destroy or permanently de-identify the information.
Disclosing personal information overseas
Some of our personnel and our services providers are located overseas. We may provide our personnel and service providers located overseas with your personal information where required for one of the purposes outlined in this policy or as otherwise permitted by law. The jurisdictions in which your personal information may be collected, disclosed or used include Australia, the Philippines and New Zealand.
Contacting us about privacy
If you would like more information about the way we manage personal information that we hold about you, or are concerned that we may have breached your privacy, please contact us using the following contact details:
Email: privacy@petcircle.com.au
Telephone: 1300 60 80 03.
Postal Address: Level 7, 9 Castlereagh Street Sydney NSW 2000
If you require any further information about the Privacy Act and the Australian Privacy Principles, you can visit the Federal Privacy Commissioner’s website (see www.oaic.gov.au).
Privacy Policy changes
Our Privacy Policy may change from time to time as updated on this website. By continuing to use our Platforms and/or provide us with personal information after the policy has been amended, you agree to be bound by the terms of such amended policy.
Privacy Policy last updated 16/12/2024