Privacy Policy

Our Privacy Policy was last updated on 20/01/2024.

Please read our Privacy Policy carefully before using our Service.

This privacy notice is for PetSafe HQ Limited (doing business as PetSafe HQ) (“Company,” “we,” “us,” or “our”), describes how and why we might collect, store, use, and/or share (“process”) your information when you use our services (“Services”), and when you:

Visit our website at www.petsafehq.com, or any subdomain thereof.
Engage with us in other ways – including sales, marketing, or events.

Questions or concerns? Reading this privacy notice will help you understand your privacy rights and choices. If you do not agree with our policies and practices, please do not use our Service. If you still have any questions or concerns, please email us at support@petsafehq.com.

What information do we collect?

Personal information you disclose to us.

We collect personal information when you voluntarily provide to us when you register on the Service, express an interest in obtaining information about us or our products and Services, when you participate in activities on the Services, or otherwise when you contact us.

Personal Information Provided by You. The personal information that we collect depends on the context of your interactions with us and the Services, the choices you make, and the products and features you use. The personal information we collect may include:

Your name
Your email address
Your phone number
Your address (for shipping & subscription plans)

Payment Data. We may collect data necessary to process your payment if you make purchases, such as your payment instrument number (such as a credit card number), the expiry date and associated security code to your payment instrument. All payment data is stored by Stripe. You may find their privacy notice(s) on their website www.stripe.com.

All information you provide to us must be true, complete, and accurate, and you must notify us of any changes to such personal information.

Information automatically collected.

We automatically collect certain information when you visit, use, or navigate the Services. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Services, and other technical information. This information is primarily needed to maintain the security and operation of our Services, and for our internal analytics and reporting purposes.

The information we collect includes:

Log and Usage Data: Log and usage data is service-related, diagnostic, usage, and performance information our servers automatically collect when you access or use our Services and which we record in log files. Depending on how you interact with us, this log data may include your IP address, device information, browser type, and settings and information about your activity in the Services (such as date/timestamps associated with your usage, pages and files viewed, searches and other actions you take such as which features you use).
Device Data: We collect device data such as information about your computer, phone, tablet, or other device you use to access the Services. Depending on the device used, this device data may include information such as your IP address (or proxy server), device and application identification numbers, location, browser type, hardware model, internet service provider and/or mobile carrier, operating system, and system configuration information.
Location Data: We collect location data such as information about your device’s location, which can either be precise or imprecise. How much information we collect depends on the type and settings of the device you use to access the Services. For example, we may use GPS and other technologies to collect geolocation data that tells us your current location (based on your IP address). You can opt out of allowing us to collect this information by refusing access to the information or by disabling your Location setting on your device. However, if you choose to opt out you may not be able to use certain aspects of the Services.

How do we process your information?

We process your personal information for a variety of reasons, depending on how you interact with our Services, including:

To facilitate to account creation and authentication and otherwise manage user accounts. We may process your information so you can create and log in to your account, as well as keep your account in working order.
To deliver and facilitate delivery of services to the user. We may process your information to provide you with the requested service.
To respond to user inquiries/offer support to users. We may process your information to respond to your inquiries and solve any potential issues you might have with the requested service.
To send administrative information to you. We may process your information to send you details about our products and services, changes to our terms and policies, and other similar information.
To fulfil and manage your orders. We may process your information to fulfil and manage your orders, payments, returns, and exchanges made through the Services.
To enable user-to-user communications. We may process your information if you choose to use any of our offerings that allow for communication with another user.
To request feedback. We may process your information when necessary to request feedback and to contact you about your use of our Services.
To send marketing and promotional communications. We may process the personal information you send to us for our marketing purposes, if this is accordance with your marketing preferences. You can opt out of our marketing emails at any time.
To deliver advertising to you. We may process your information to developer and display personalised content and advertising tailored to your interests, location, and more.
To protect our Services. We may process your information as part of our efforts to keep our Services safe and secure, including fraud monitoring and prevention.
To identify usage trends. We may process information about how you use our Services to better understand how they are being used so we can improve them.
To determine the effectiveness of our marketing and promotional campaigns. We may process your information to better understand how to provide marketing and promotional campaigns that are most relevant to you.
To save or protect an individual’s vital interest. We may process your information when necessary to save or protect an individual’s vital interest, such as to prevent harm.

What legal bases do we rely on to process your information?

If you are located in the EU or UK, this section applies to you.

The General Data Protection Regulation (GDPR) and UK GDPR require us to explain the valid legal bases we rely on in order to process your personal information. As such, we rely on the following legal bases to process your personal information:

We may process your information if you have given us permission (e.g. consent) to use your personal information for a specified purpose. You can withdraw your consent at any time.
Performance of a Contract. We may process your personal information when we believe it is necessary to fulfil our contractual obligations to you, including providing our Services or at your request prior to entering into a contract with you.
Legitimate Interests. We may process your information when we believe it is reasonably necessary to achieve our legitimate business interests and those interests do not outweigh your interests to fundamental rights and freedoms. For example, we may process your personal information for some of the purposes described in order to:
- Send users information about special offers and discounts on our products and services.
- Develop and display personalised and relevant advertising content for our users.
- Analyse how our services are used so we can improve them to engage and retain users.
- Support our marketing activities.
- Diagnose problems and/or prevent fraudulent activities.
- Understand how our users use our products and services so we can improve user experience.
Legal Obligations. We may process your information where we believe it necessary for compliance with our legal obligations, such as to cooperate with a law enforcement body or regulatory agency, exercise or defend our legal rights, or disclose your information as evidence in litigation which we are involved.
Vital Interests. We may process your information where we believe it is necessary to protect your vital interests or the vital interests of a third party, such as situations involving potential threats to the safety of any person.

In legal terms, we are generally the “data controller” under European data protection laws of the personal information described in this privacy notice since we determine the means and/or purposes of the data processing we perform. This privacy notice does not apply to the personal information we process as a “data processor” on behalf of our customers. In those situations, the customer that we provide services to and with whom have entered into a data processing agreement is the “data controller” responsible for your personal information on their behalf in accordance with your instructions. If you want to know more about our customers’ privacy practices, you should read their privacy policies and direct any questions you have to them.

When and with whom do we share your personal information

Vendors, Consultants, and other Third-Party Service Providers. We may share your data with third-part vendors, service providers, contractors, or agents (“third parties”) who perform services for us or on our behalf and require access to such information to do that work. These third parties also commit to protect the data they hold on our behalf and to retain it for the period we instruct. The categories of third parties we may share personal information with are as follows:

Ad Networks
Affiliate Marketing Programs
Cloud Computing Services
Communication & Collaboration Tools
Data Analytics Services
Data Storage Service Providers
Finance & Accounting Tools
Government Entities
Order Fulfilment Service Providers
Payment Processors
Performance Monitoring Tools
Product Engineering & Design Tools
Retargeting Platforms
Sales & Marketing Tools
Social Network
Testing Tools
User Account Registration & Authentication Services
Website Hosting Service Providers

We may also need to share your personal information in the following situations:

Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing or acquisition of all or a portion of our business to another company.
When we use Google Maps Platform APIs. We may share your information with certain Google Maps Platform APIs (e.g., Google Maps API, Places API). To find out more about Google’s Privacy Policy, please refer to their website.
We may share your information with our affiliates, in which case we will require those affiliates to honour this privacy notice. Affiliates could include our parent company and any subsidiaries, joint venture partners, or other companies that we control or that are under common control with us.
Business Partners. We may share your information with our business partners to offer you certain products, services, or promotions.
Other Users. When you share personal information, for example by posting comments, contributions, or any other content to the Services or otherwise interact with public areas of the Services, such personal information may be viewed by all users and may be publicly made available outside the Services in perpetuity.

What is our stance on third-party websites?

The Services may link to third-party websites and online services, or mobile applications and/or contain advertisements from third parties that are not affiliated with us and which may link to other websites, services, or applications. Accordingly, we do not make any guarantee regarding any such third parties, and we will not be liable for any loss or damage caused by the use of such third-party websites, services or applications. The inclusion of a link towards a third-party website does not imply an endorsement by us. We cannot guarantee the safety and privacy of data you provide to any third parties. Any data collected by third parties is not covered by this privacy notice. We are not responsible for the content or privacy and security practices and policies of any third parties, including other websites, services, or applications that may be linked from the Services. You should review the policies of such third parties and contact them directly to respond to your questions.

Do we use cookies and other tracking technology?

We may use cookies and similar tracking technologies to access or store information.

Is your information transferred internationally?

Our servers are located in Australia. Please be aware that your information may be transferred to, stored, and processed by us in our facilities and by those third parties with whom we may share your personal information, in other Countries.

How long do we keep your information?

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting, or other legal requirements). No purpose in this notice will require us keeping your personal information longer than 6 months past the termination of the user’s account.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

How do we keep your information safe?

We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorised third parties will not be able to defeat our security and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal to and from our Services is at your own risk. You should only access the Services within a secure environment.

Do we collect information from minors?

We do not knowingly solicit data from or market to children under 18 years of age. By using our Services, you represent that you are at least 18 years of age or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Services. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under the age of 18, please contact us at support@petsafehq.com.

What are your privacy rights?

In some regions (like the EEA, UK, and Canada), you have certain rights under applicable data protection laws. These may include the right (i) to request access and obtain a copy of your personal information, (ii) to request rectification or erasure; (iii) to restrict the processing of your personal information; and (iv) if applicable, to data portability. In certain circumstances, you may also have the right to object to the processing of your personal information. You can make such a request using the contact details provided in the section “How can you contact us about this notice?” section below.

We will consider and act upon any request in accordance with applicable data protection laws.

If you are located in the EEA or UK and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority.

Withdrawing your consent: If we are relying on your consent to process your personal information, which may be express and/or implied consent depending on the applicable law, you have the right to withdraw your consent at any time. You can withdraw your consent at any time by contacting us using the contact details provided in the section “How can you contact us about this notice?” section below.

However, please note that this will not affect the lawfulness of the processing before its withdrawal, nor when applicable laws allows, will it affect the processing of your personal information conducted in reliance of lawing processing grounds other than consent.

Opting out of marketing and promotional communications: You can unsubscribe from our marketing and promotional communications at any time by clicking on the “unsubscribe” link in the emails that we send, by visiting your profile settings on the website, or by contacting us using the details provided in the section “How can you contact us about this notice?” below. You will then be removed from the marketing lists – however, we may still communicate with you, for example to send you service-related messages that are necessary for the administration and use of your account, to respond to service requests, or for other non-marketing purposes.

Account Information

If you would at any time like to review or change the information in your account or terminate your account, you can:

Upon your request to terminate your account, we will deactivate or delete your account and information from our active databases. However, we may retain some information in our files to prevent fraud, troubleshoot problems, assist with any investigations, enforce our legal terms and/or comply with applicable legal requirements.

Cookies and similar technologies: Most web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Services.

If you have any questions or comments about your privacy rights, your may email us at support@petsafehq.com.

Do we make updates to this notice?

We may update this privacy notice from time to time. The updated version will be indicated by an updated “Revised” date and the updated version will be made effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently positing a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed f how we are protecting your information.

How can you contact us about this notice?

If you have questions or comments about this notice, you may contact us at support@petsafehq.com.