Privacy Policy

Dr Chewee (we, us or our) respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how we collect, hold, use and disclose personal information when you use drchewee.com, our customer portal, contact us or purchase from us.

We aim to follow the Privacy Act 1988 (Cth), the Australian Privacy Principles and other privacy obligations that apply to us. Where practical, you may browse or make a general enquiry without identifying yourself. Some services—such as delivery, payment, account access and order support—require identifying information.

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. Whether information is personal information depends on its context and how it can be combined with other information.

Depending on how you interact with us, we may collect:

• identity and contact details, such as your name, email address, verified mobile number and delivery address;
• account information, authentication provider, account settings and security records;
• order and transaction details, including products, quantities, prices, payment status, refunds, delivery and tracking information;
• messages, support requests, newsletter preferences, reviews and other content you submit;
• preferences such as favourites, cart items, portal theme and information you choose to provide about your dog;
• technical and usage data such as IP address, device and browser information, timestamps, requested pages, security events and server logs; and
• information required or permitted by law.

Stripe processes card details. Dr Chewee does not receive or store your full payment-card number or card security code.

We collect information directly from you when you browse, register, verify a mobile number, use Google sign-in, place an order, update your profile, subscribe, submit a review or contact us.

We also receive information from service providers involved in your interaction with us, including Firebase/Google for authentication and data services, Stripe for payments, Vercel for hosting and security logs, and delivery or fulfilment providers. Some technical information is collected automatically when your browser communicates with the Site.

We collect, use and disclose personal information where reasonably necessary to:

• create and secure accounts, verify mobile numbers and authenticate sign-ins;
• process payments, orders, delivery, returns, refunds and customer support;
• display orders and account details in the customer portal;
• maintain stock, prevent fraud, investigate security events and enforce our Terms;
• respond to enquiries, moderate reviews and manage complaints;
• send transactional messages and, with consent or where otherwise permitted, marketing communications;
• improve products, customer experience, accessibility, reliability and security;
• meet accounting, tax, record-keeping and legal obligations; and
• establish, exercise or defend legal claims.

If you do not provide information needed for a particular service, we may be unable to create your account, process an order, deliver products or respond to your request.

We may disclose relevant information to service providers and recipients that help us operate, including:

• Firebase and Google for authentication, phone verification, Firestore database and cloud storage;
• Stripe, banks and payment networks for payment processing, fraud prevention and refunds;
• Vercel and other website, infrastructure, security and technical-support providers;
• delivery, warehousing, fulfilment and communications providers;
• professional advisers such as accountants, insurers and lawyers;
• regulators, courts, law enforcement or government bodies where authorised or required by law; and
• a purchaser or adviser in connection with a proposed sale or restructure of all or part of the business, subject to appropriate confidentiality controls.

We do not sell your personal information. We disclose only what is reasonably necessary for the relevant purpose, or as otherwise authorised or required by law.

Some service providers operate global infrastructure and may process or store personal information outside Australia, including in the United States and other locations selected by those providers. Locations may change as their infrastructure changes. Where required, we take reasonable steps to ensure overseas handling is consistent with applicable Australian privacy requirements. Contact us if you would like current information about likely overseas locations relevant to your data.

The Site uses cookies, browser storage and similar technologies where needed for authentication, security, shopping-cart operation, favourites, display preferences, reCAPTCHA, checkout and reliable website delivery. Firebase, Google, Stripe and Vercel may set or read their own technologies when providing these services.

You can control cookies through your browser. Blocking essential storage may prevent sign-in, cart, checkout, security or portal features from working correctly.

We send promotional email or SMS only where you have consented or where the law otherwise permits. You can unsubscribe using the link in a marketing message or by emailing info@drchewee.com. We may still send non-marketing messages needed to administer your account, payment, order, safety notice or support request.

We use reasonable technical and organisational safeguards appropriate to the information we handle. These may include authenticated access, role-based permissions, multi-factor protection for administrators, encrypted connections, restricted server credentials, payment tokenisation, logging and security monitoring.

No online system is completely risk-free. Please use a unique password, protect verification codes and notify us promptly if you suspect unauthorised access. Where the Notifiable Data Breaches scheme applies, we will assess suspected eligible data breaches and make required notifications.

We retain personal information only for as long as reasonably needed for the purposes described in this Policy, including providing accounts and orders, resolving disputes, preventing fraud, and meeting tax, accounting and legal obligations. Retention periods vary by record type. When information is no longer required, we take reasonable steps to delete, destroy or de-identify it, subject to technical and legal limitations.

Please keep your account and delivery details accurate. You may update available profile information in the customer portal or contact us to request access to or correction of personal information we hold about you.

We may need to verify your identity before acting on a request. In limited circumstances the law may permit or require us to refuse access; if so, we will explain the reason where legally permitted.

You may ask us to delete your account or personal information by emailing info@drchewee.com. We will assess the request under applicable law. We may retain information that is required for completed transactions, fraud prevention, legal obligations, disputes or legitimate record keeping. Deleting an account does not automatically erase records we must lawfully retain.

Our ecommerce services are intended for adults. We do not knowingly create customer accounts for children under 16. A parent or guardian who believes a child has provided personal information without appropriate permission should contact us so we can investigate and take appropriate action.

The Site may link to websites or services we do not control. This Policy does not govern those third parties. Review their privacy policies before providing personal information to them.

Send privacy questions, access or correction requests, and complaints to info@drchewee.com. Please include enough detail for us to investigate. We will acknowledge and assess privacy complaints and aim to respond within a reasonable time.

If you are not satisfied with our response, you may be able to complain to the Office of the Australian Information Commissioner.

We may update this Policy when our services, providers, practices or legal obligations change. The current version is published here with its “Last updated” date.

Privacy contact: Dr Chewee
Email: info@drchewee.com
Location: Brisbane, Queensland, Australia