Our Policies

Privacy Policy

Last Updated: 9 June 2026

This Privacy Policy explains how Ask A Vet Solutions Pty Ltd, Australian Premium Animal Products Pty Ltd, and their related entities, affiliates, successors and assigns (“we”, “us”, “our”) collect, use, store, disclose and protect personal information when you access or use our websites, mobile applications, products, services, subscriptions, telehealth services, AI tools, GPS tracking services, e-commerce stores and related platforms.

This Privacy Policy applies to our brands, websites, apps, products and services, including but not limited to:

ASK A VET™
Veterinary telehealth, vet chat, AI pet health information, health tracking, GPS tracking, pet profiles, farm animal profiles, reminders, QR/NFC identification, community warnings, device integrations, subscriptions and related app services.

ASK A VET MEDS™
Animal medications, supplements, prescriptions where permitted, pharmacy-related services and animal health products.

WOOPF™
Dog products, accessories, toys, beds, collars, leads, harnesses, health products and related dog care goods.

PURRZ™
Cat products, toys, beds, litter, accessories, health products and related cat care goods.

HORSETON™
Horse products, equine health products, equipment, accessories and related horse care goods.

This Privacy Policy applies when you use or interact with askavet.com, woopf.com, purrz.com, horseton.com, any related mobile application, any connected device, any online store, any subscription, any telehealth or vet chat service, and any other website, app, store, product or service we operate.

By using our Services, you agree to the handling of information described in this Privacy Policy.

If you do not agree with this Privacy Policy, you should not use our Services.

 

 

1. Definitions

In this Privacy Policy:

Animal information means information about an animal, including species, breed, age, sex, weight, medical history, behaviour, symptoms, medications, vaccination records, parasite prevention, diet, activity, location, photos, videos, health logs, device data and related records.

App means any mobile application operated by us, including the ASK A VET™ app and related veterinarian, owner, farm, tracking, telehealth or health management applications.

Personal information means information or an opinion about an identified individual or an individual who is reasonably identifiable.

Sensitive information may include certain categories of information given special protection under applicable law, such as health information about a person, biometric information, government identifiers, precise location information, or other legally protected data depending on your location.

Services means our websites, apps, telehealth services, vet chat services, AI tools, tracking services, subscriptions, e-commerce stores, devices, products, customer support, community features and related services.

You means any person who accesses or uses our Services, including animal owners, carers, family members, farm staff, veterinary professionals, customers, wholesale customers and website visitors.

 

 

2. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, app store requirements, our products, our Services, or our business practices.

When we update this Privacy Policy, we will post the revised version with a new “Last Updated” date.

Where legally required, we may provide additional notice or request consent for material changes.

Your continued use of our Services after an updated Privacy Policy is posted means you accept the updated Privacy Policy.

 

 

3. Information We Collect

We collect information in several ways, including information you provide directly, information collected automatically, information generated through use of our Services, information from connected devices, and information from third parties.

The types of information we collect depend on how you use our Services.

 

 

4. Information You Provide Directly

We may collect information you provide directly, including:

  • name;

  • email address;

  • phone number;

  • billing address;

  • shipping address;

  • account details;

  • username;

  • password or authentication information;

  • profile settings;

  • customer support messages;

  • reviews;

  • survey responses;

  • giveaway entries;

  • competition entries;

  • marketing preferences;

  • payment-related information;

  • order details;

  • subscription details;

  • telehealth booking information;

  • veterinary chat messages;

  • photos;

  • videos;

  • documents;

  • medical records;

  • prescription information;

  • animal profile information;

  • farm profile information;

  • family sharing or staff access information;

  • any other information you choose to provide.

We may also collect information you provide when you contact us by email, app message, website form, social media, phone, chat, video call, customer support ticket or other communication method.

 

 

5. Animal Information We Collect

When you use ASK A VET™ or related Services, we may collect animal information, including:

  • animal name;

  • species;

  • breed;

  • age;

  • sex;

  • neuter status;

  • reproductive status;

  • pregnancy or breeding information;

  • weight;

  • body condition;

  • diet;

  • food intake;

  • water intake;

  • medications;

  • supplements;

  • allergies;

  • vaccination records;

  • parasite prevention records;

  • medical history;

  • surgical history;

  • symptoms;

  • behaviour;

  • activity;

  • walking;

  • sleep;

  • barking;

  • temperature trends;

  • stool records;

  • urination records;

  • vomiting or regurgitation records;

  • seizure logs;

  • lameness logs;

  • skin and coat records;

  • ear and eye records;

  • dental records;

  • breathing records;

  • photos;

  • videos;

  • documents;

  • veterinary reports;

  • telehealth notes;

  • chat history;

  • AI Vet interactions;

  • connected device data;

  • GPS and location data;

  • QR/NFC profile data;

  • community warning data.

Animal information may not always be personal information on its own. However, where animal information is linked to you, your account, your address, your device, your location, your family, your farm, your payment details, or your communications with us, we may treat it as personal information.

 

 

6. Telehealth, Vet Chat and Veterinary Service Information

When you use ASK A VET™ telehealth, vet chat or veterinary support services, we may collect and store information including:

  • booking details;

  • consultation date and time;

  • animal history;

  • symptoms and concerns;

  • photos and videos;

  • messages;

  • video consultation details;

  • veterinary notes;

  • triage information;

  • recommended next steps;

  • follow-up instructions;

  • medication or prescription-related information;

  • payment and invoice information;

  • support communications;

  • records required for legal, professional, quality assurance or veterinary purposes.

Telehealth and vet chat records may be used to provide the service, support continuity of care, improve service quality, manage disputes, comply with legal or professional obligations, and protect animal welfare.

 

 

7. ASK A VET MEDS™ and Prescription Information

When you use ASK A VET MEDS™ or purchase medications, supplements, prescriptions or animal health products, we may collect information including:

  • your contact and delivery details;

  • order history;

  • payment-related information;

  • animal details;

  • prescription details;

  • veterinary approval details;

  • medication history;

  • product suitability information;

  • health questionnaires;

  • adverse reaction reports;

  • pharmacy or fulfilment records;

  • legal and regulatory compliance records.

Some medication or prescription services may require additional information before a product can be supplied.

We may refuse, delay or cancel a medication-related order if required information is incomplete, inaccurate, unavailable, legally restricted, clinically inappropriate, or otherwise required by law or animal welfare obligations.

 

 

8. GPS, Location and Tracking Information

If you use GPS tracking, e-fence alerts, location history, QR/NFC identification, community warnings, live tracking or related features, we may collect location-related information, including:

  • device location;

  • animal tracker location;

  • live GPS location;

  • location history;

  • e-fence zones;

  • escape alerts;

  • geofence settings;

  • activity zones;

  • approximate location;

  • IP-based location;

  • Bluetooth, Wi-Fi, UWB or network-derived location;

  • QR/NFC scan location, where available;

  • location linked to community reports or warnings.

Location information may be used to provide tracking, e-fence alerts, escape notifications, safety features, lost animal support, community warnings, device functionality, fraud prevention, diagnostics, app performance and customer support.

Some location features may require permission from your device operating system.

If you disable location permissions, certain features may not work or may be limited.

Where required, we will provide in-app disclosures or permission prompts before collecting or using location data, including background location data. Google Play treats device location and health data as personal and sensitive user data and requires appropriate disclosure, secure handling and consent where collection may not be reasonably expected by the user. (Google Help)

 

 

9. Device, Sensor and Hardware Information

If you use our trackers, tags, collars, sensors, batteries, QR/NFC products, Bluetooth products, app-connected devices or other hardware, we may collect information including:

  • device ID;

  • serial number;

  • tracker ID;

  • firmware version;

  • battery status;

  • charging status;

  • connectivity status;

  • GPS signal;

  • SIM or network status;

  • Bluetooth status;

  • Wi-Fi status;

  • UWB status;

  • sensor readings;

  • activity estimates;

  • temperature trends;

  • barking data;

  • motion data;

  • sleep estimates;

  • error logs;

  • crash logs;

  • diagnostics;

  • device settings;

  • device pairing information;

  • device ownership or account link.

Device and sensor information may be used to provide app features, improve hardware performance, troubleshoot issues, support warranty claims, provide safety alerts, improve battery performance, maintain security, and improve our products.

 

 

10. Photos, Videos, Camera and Microphone

Some Services may allow or require you to upload photos, videos, audio, documents or other media.

For example, you may upload photos or videos for:

  • vet chat;

  • telehealth consultations;

  • AI Vet analysis;

  • skin or wound monitoring;

  • lameness videos;

  • behaviour videos;

  • QR/NFC pet profiles;

  • community warnings;

  • customer support;

  • product reviews;

  • warranty claims;

  • social media or marketing submissions.

If the App requests access to your camera, microphone, photo library or files, this access will be used to provide the relevant feature.

You can manage camera, microphone, file and photo permissions through your device settings.

If you disable these permissions, some features may not work.

 

 

11. Information Collected Automatically

When you use our websites, apps or online stores, we may automatically collect information including:

  • IP address;

  • browser type;

  • device type;

  • operating system;

  • mobile device identifiers;

  • app version;

  • pages viewed;

  • links clicked;

  • referring pages;

  • session duration;

  • search queries;

  • interaction data;

  • crash logs;

  • diagnostic data;

  • cookies;

  • pixels;

  • SDK data;

  • analytics events;

  • approximate location;

  • advertising identifiers, where permitted;

  • push notification status;

  • email engagement data.

This information helps us operate, secure, improve and personalise our Services.

 

 

12. Payment and Transaction Information

When you purchase products, subscriptions, telehealth services, digital services or other paid features, payment information may be collected and processed by third-party payment providers such as Stripe, Shopify, Apple, Google, PayPal, RevenueCat or other providers.

We may receive information such as:

  • transaction ID;

  • payment status;

  • payment method type;

  • billing details;

  • subscription status;

  • renewal date;

  • cancellation status;

  • invoice details;

  • refund details;

  • fraud screening results;

  • limited or tokenised payment details.

We generally do not store full credit card numbers directly on our own systems.

Payment providers process payment information under their own privacy policies and security practices.

 

 

13. Information From Third Parties

We may receive information from third parties, including:

  • payment processors;

  • app stores;

  • subscription platforms;

  • shipping and logistics providers;

  • customer support tools;

  • analytics providers;

  • advertising platforms;

  • marketing partners;

  • veterinary clinics;

  • veterinarians;

  • pharmacies;

  • laboratories;

  • insurers;

  • fraud prevention providers;

  • identity or account verification providers;

  • social media platforms;

  • business partners;

  • affiliates within our corporate group;

  • people you invite to your account;

  • users who submit community warnings or reports.

Where required, we will only collect or use third-party information with your consent or another lawful basis.

 

 

14. Cookies, Pixels, SDKs and Tracking Technologies

We use cookies, pixels, SDKs and similar technologies to:

  • operate our websites and apps;

  • remember your preferences;

  • keep you logged in;

  • process orders;

  • improve website and app performance;

  • analyse traffic;

  • understand user behaviour;

  • measure marketing effectiveness;

  • personalise content;

  • provide advertising;

  • detect fraud;

  • improve products and Services.

These technologies may be provided by us or by third parties such as analytics, advertising, payment, customer support or app performance providers.

You can manage cookies through your browser settings.

You can manage app permissions, tracking permissions, advertising IDs and notification settings through your device settings.

Disabling cookies, SDK permissions or device permissions may limit functionality.

We do not currently respond to “Do Not Track” browser signals.

 

 

15. How We Use Information

We use information to:

  • provide our websites, apps, products and Services;

  • create and manage accounts;

  • create and manage animal profiles;

  • provide telehealth and vet chat services;

  • provide AI Vet and automated health insights;

  • provide GPS tracking and e-fence alerts;

  • provide QR/NFC identification features;

  • provide health logs, reminders and notifications;

  • process orders, payments, subscriptions and refunds;

  • deliver products;

  • provide customer support;

  • manage warranties and returns;

  • provide medications, supplements or prescription-related services where permitted;

  • personalise your experience;

  • send service messages;

  • send marketing communications where permitted;

  • provide product recommendations;

  • improve our products, Services, algorithms and user experience;

  • train, test and improve AI systems using de-identified, aggregated or anonymised data where appropriate;

  • detect, investigate and prevent fraud, misuse, abuse, security incidents and unauthorised access;

  • enforce our Terms and Conditions;

  • comply with legal, tax, accounting, veterinary, pharmacy, consumer, privacy and regulatory obligations;

  • manage complaints and disputes;

  • protect animal welfare, user safety, staff safety and business security.

 

 

16. AI Vet, Automation and De-Identified Data

ASK A VET™ may use AI tools, automated systems, algorithms, pattern recognition and analytics to provide:

  • AI Vet responses;

  • health summaries;

  • risk indicators;

  • symptom explanations;

  • triage suggestions;

  • reminders;

  • trend analysis;

  • behaviour insights;

  • GPS or activity insights;

  • device-based alerts;

  • customer support assistance;

  • product improvements.

AI-generated information is not a substitute for veterinary care.

We may use de-identified, aggregated or anonymised data to improve our Services, animal health insights, algorithms, AI systems, device performance, products, research and user experience.

Where information has been de-identified or anonymised so that it no longer identifies you, it may not be treated as personal information under applicable law.

We do not intend to use automated systems to make legally significant decisions about you without appropriate notice, human involvement or a lawful basis where required.

The OAIC notes that from 10 December 2026, certain Australian APP entities must include additional privacy policy information if they arrange for a computer program to use personal information to make decisions that could reasonably be expected to significantly affect an individual’s rights or interests. (OAIC)

 

 

17. Marketing and Advertising

We may use your information to send marketing communications, product recommendations, promotions, updates, offers, launch announcements and other content that may interest you.

Marketing may be sent by:

  • email;

  • SMS;

  • push notification;

  • app message;

  • social media;

  • website advertising;

  • retargeting;

  • other digital channels.

You can opt out of marketing emails by using the unsubscribe link.

You can opt out of SMS marketing by following the instructions in the message, such as texting STOP where available.

You can manage push notifications through your device settings.

Even if you opt out of marketing, we may still send service-related messages, such as order updates, account notices, subscription notices, payment notices, safety alerts, legal notices or telehealth-related communications.

 

 

18. When We Share Information

We do not sell your personal information for money.

We may share information with:

  • related entities and affiliates;

  • service providers;

  • cloud hosting providers;

  • IT providers;

  • app developers;

  • database providers;

  • analytics providers;

  • payment processors;

  • subscription providers;

  • app stores;

  • shipping and logistics providers;

  • customer support providers;

  • email, SMS and notification providers;

  • advertising and marketing providers;

  • fraud prevention providers;

  • professional advisers;

  • veterinarians;

  • veterinary nurses or technicians;

  • veterinary clinics;

  • pharmacies;

  • laboratories;

  • insurers;

  • product suppliers;

  • warehouse and fulfilment partners;

  • business partners where needed to provide Services;

  • authorities, regulators, courts or law enforcement where required or permitted by law;

  • buyers, investors or successors in connection with a merger, acquisition, restructuring, financing or sale of assets.

We require service providers to handle information appropriately and only for authorised purposes.

Some privacy laws may define certain advertising, analytics or retargeting disclosures as “sale” or “sharing.” Where applicable, you may have the right to opt out of those activities.

 

 

19. Veterinary, Pharmacy and Animal Welfare Disclosures

We may share relevant information with veterinarians, veterinary professionals, pharmacies, clinics, laboratories, specialists, insurers or other animal health service providers where necessary to:

  • provide telehealth or vet chat services;

  • review animal health information;

  • assess medication or prescription requests;

  • fulfil medication or supplement orders;

  • support continuity of care;

  • manage adverse event reports;

  • comply with veterinary or pharmacy obligations;

  • respond to animal welfare concerns;

  • protect the safety of animals, users, staff or others.

In some circumstances, we may disclose information if we reasonably believe it is necessary to prevent serious harm to an animal, a person, our staff, veterinarians, users or the public, or where required by law.

 

 

20. Public Profiles, QR/NFC Tags and User-Generated Content

Some Services may allow information to be public or visible to others, including:

  • QR/NFC pet profiles;

  • finder pages;

  • public lost pet information;

  • community warnings;

  • product reviews;

  • social media comments;

  • testimonials;

  • public posts;

  • user reports.

If you choose to make information public, it may be viewed, collected, used, copied or shared by others.

You are responsible for choosing what information to display publicly.

Do not include information in a QR/NFC profile, review, community report, photo, video or public post that you do not want others to see.

We may remove, edit, moderate or restrict public content at our discretion.

 

 

21. International Transfers

We operate internationally and use service providers, platforms and systems that may process information in different countries.

Your information may be transferred to, stored in, accessed from or processed in countries including Australia, Hong Kong, the United States, the United Kingdom, the European Union, the Philippines, China, Singapore and other locations where we, our related entities, service providers or partners operate.

Where required by law, we take steps to ensure that international transfers are protected by appropriate safeguards, such as contractual protections, adequacy decisions, standard contractual clauses or other lawful transfer mechanisms.

Privacy protections in other countries may differ from those in your country.

 

 

22. Data Storage and Security

We use reasonable technical, organisational and administrative measures to protect information from misuse, interference, loss, unauthorised access, modification or disclosure.

These measures may include:

  • access controls;

  • password protection;

  • encryption in transit;

  • secure hosting;

  • monitoring;

  • backups;

  • staff access restrictions;

  • role-based permissions;

  • audit logs;

  • security reviews;

  • service provider controls.

However, no website, app, server, database, transmission, payment system, device, tracker, network or storage system is completely secure.

You use the Services at your own risk.

You are responsible for keeping your login details secure, using strong passwords, protecting access to your devices, and notifying us promptly if you suspect unauthorised access.

 

 

23. Data Breaches

If we become aware of a data breach, we will assess the incident and take reasonable steps to contain, investigate and respond to it.

Where required by law, we will notify affected individuals, regulators or other relevant parties.

In Australia, the OAIC explains that a data breach occurs when personal information is accessed or disclosed without authorisation or is lost, and organisations covered by the Privacy Act must notify affected individuals and the OAIC where a breach is likely to result in serious harm. (OAIC)

 

 

24. Data Retention

We retain information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

  • provide the Services;

  • maintain accounts;

  • manage animal profiles;

  • provide telehealth and vet chat services;

  • maintain veterinary or pharmacy records;

  • process orders, subscriptions and payments;

  • provide customer support;

  • comply with legal, tax, accounting, veterinary, pharmacy, product safety and regulatory obligations;

  • resolve disputes;

  • detect fraud or misuse;

  • enforce agreements;

  • protect animal welfare;

  • improve our Services.

Retention periods may vary depending on the type of information, the Service used, legal requirements and business needs.

When information is no longer required, we may delete, de-identify or anonymise it, unless we are required or permitted to retain it.

Some information may remain in backups, logs, transaction records, legal records, de-identified datasets, veterinary records or regulatory records for a period of time.

 

 

25. Account Deletion

You may request deletion of your account or personal information by contacting us using the details in Section 36.

Where our App allows account creation, we aim to provide a way to request account deletion from within the App or through a web-based or email process.

Deleting your account may remove access to:

  • animal profiles;

  • health logs;

  • reminders;

  • GPS history;

  • device history;

  • QR/NFC profiles;

  • telehealth history;

  • vet chat history;

  • AI Vet history;

  • subscription features;

  • family or staff access;

  • community reports;

  • order or service history visible in your account.

When we delete an account, we may delete or de-identify associated personal information, subject to legal, safety, fraud prevention, dispute resolution, tax, accounting, veterinary, pharmacy, payment, regulatory, security or legitimate business retention requirements.

Google Play requires apps that allow users to create an account in-app to also allow users to request account deletion from within the app and outside the app, and requires associated user data to be deleted unless certain data must be retained for legitimate reasons that are clearly disclosed. (Google Help)

 

 

26. Access, Correction and Data Rights

Depending on your location and applicable law, you may have rights to:

  • request access to personal information we hold about you;

  • request correction of inaccurate information;

  • request deletion of certain information;

  • request restriction of processing;

  • object to certain processing;

  • request data portability;

  • withdraw consent where processing is based on consent;

  • opt out of certain marketing or advertising activities;

  • request information about how we handle your data;

  • lodge a complaint with a privacy regulator.

We may need to verify your identity before responding to a request.

We may refuse or limit a request where permitted or required by law, including where fulfilling the request would affect the privacy of others, breach legal obligations, compromise security, interfere with veterinary records, affect fraud prevention, or require deletion of information we are legally required or permitted to retain.

To make a privacy request, contact us using the details in Section 36.

 

 

27. Legal Bases for Processing

Where laws such as the UK GDPR or EU GDPR apply, we may process personal information based on one or more lawful bases, including:

  • your consent;

  • performance of a contract;

  • compliance with legal obligations;

  • legitimate interests;

  • protection of vital interests;

  • establishment, exercise or defence of legal claims.

Our legitimate interests may include operating our Services, improving our products, preventing fraud, securing our platforms, providing customer support, understanding user behaviour, marketing our products and services, protecting animal welfare, and managing business operations.

You may withdraw consent where processing is based on consent, but this will not affect processing that occurred before withdrawal.

 

 

28. Australian Privacy Rights

If the Australian Privacy Act applies, you may have rights under the Australian Privacy Principles, including rights to request access to and correction of personal information we hold about you.

You may also complain if you believe we have breached the Australian Privacy Principles.

We will aim to respond to privacy complaints 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.

 

 

29. EEA and UK Privacy Rights

If you are located in the European Economic Area or United Kingdom, you may have additional rights under applicable data protection law, including the right to:

  • access your personal data;

  • correct your personal data;

  • delete your personal data;

  • restrict processing;

  • object to processing;

  • receive a portable copy of your data;

  • withdraw consent;

  • complain to your local data protection authority.

Some rights may be subject to exceptions.

 

 

30. United States Privacy Rights

If you are located in the United States, state privacy laws may provide additional rights depending on your state of residence.

These may include rights to:

  • know what personal information we collect, use and disclose;

  • access personal information;

  • delete certain personal information;

  • correct inaccurate personal information;

  • opt out of certain targeted advertising, sale or sharing;

  • limit certain uses of sensitive personal information;

  • appeal a privacy rights decision.

We do not sell personal information for money.

Where applicable, you may contact us to exercise available rights.

 

 

31. Children’s Privacy

Our Services are not directed to children under 16.

We do not knowingly collect personal information from children under 16 without appropriate consent.

If you believe a child has provided us with personal information without appropriate consent, please contact us so we can take appropriate steps.

Adults must create and manage accounts used for animal care, telehealth, purchases, subscriptions and related Services.

 

 

32. Third-Party Websites and Services

Our Services may contain links to third-party websites, apps, payment providers, app stores, social media platforms, veterinary clinics, pharmacies, laboratories, insurers, shipping providers or other third-party services.

We are not responsible for the privacy practices, content, security, policies or actions of third parties.

You should review the privacy policies of third-party services before using them.

 

 

33. App Store and Platform Disclosures

If you download or use our App through Apple App Store, Google Play or another platform, your use may also be subject to that platform’s privacy disclosures, data safety labels, tracking permissions, subscription settings and account controls.

We aim to keep our app store privacy disclosures accurate and consistent with this Privacy Policy.

App store privacy labels or data safety disclosures may summarise our data practices but may not include every detail contained in this Privacy Policy.

 

 

34. Data Accuracy

We rely on the information you provide.

You are responsible for keeping your account details, animal information, delivery details, payment-related information, emergency contact details and communication preferences accurate and up to date.

Incorrect information may affect our ability to provide Services, contact you, deliver products, provide telehealth advice, generate accurate reminders, support GPS features, manage prescriptions or process orders.

 

 

35. Complaints

If you have a privacy complaint, please contact us using the details in Section 36.

Please include your name, contact details, account email, the relevant brand or Service, and a clear description of your concern.

We may request further information to verify your identity and investigate the complaint.

We will aim to respond within a reasonable time.

If you are not satisfied with our response, you may have the right to contact your local privacy regulator.

 

 

36. Contact Us

For privacy questions, data access requests, correction requests, deletion requests, complaints or privacy-related concerns, please contact the appropriate brand below.

ASK A VET™ and ASK A VET MEDS™
Email: hello@askavet.com

PURRZ™
Email: hello@purrz.com

WOOPF™
Email: hello@woopf.com

HORSETON™
Email: hello@horseton.com

Other brands or general privacy enquiries
Email: hello@askavet.com

Registered and Returns Address
PO Box 360
Mosman NSW 2088
Australia