Privacy Policy

Last Updated: January 5, 2026

ASH & HOUND ("we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our pet care services or visit our website.

1. Information We Collect

1.1 Personal Information

We may collect the following personal information when you book our services:

• Contact Information: Name, email address, phone number, and home address
• Emergency Contacts: Names and phone numbers of emergency contacts you provide
• Pet Information: Pet names, breeds, ages, medical history, behavioral information, and veterinary details
• Home Access Information: Keys, access codes, and security system details (stored securely)
• Payment Information: Bank details for payment processing

1.2 Information Collected Automatically

When you visit our website, we may automatically collect:

• IP address and browser type
• Pages visited and time spent on pages
• Referring website addresses

2. How We Use Your Information

We use your personal information to:

• Provide and manage pet care services
• Communicate with you about bookings and your pet's care
• Process payments and send invoices
• Respond to enquiries and provide customer support
• Send service updates and important notices
• Improve our services and website
• Comply with legal obligations

3. Information Sharing

We do not sell, trade, or rent your personal information to third parties. We may share your information only in the following circumstances:

• Veterinary Professionals: In case of pet emergencies, we may share relevant pet and contact information with veterinarians
• Backup Carers: If a backup carer is required, we share necessary information to ensure continuity of care (see our Terms of Service)
• Legal Requirements: When required by law, court order, or government regulation
• Business Protection: To protect the rights, property, or safety of ASH & HOUND, our clients, or others

4. Data Security

We implement appropriate security measures to protect your personal information, including:

• Secure storage of physical keys and access codes
• Password-protected digital records
• Limited access to personal information on a need-to-know basis
• Secure disposal of records when no longer needed

While we strive to protect your information, no method of transmission or storage is 100% secure. We cannot guarantee absolute security.

5. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services to you
• Maintain records for returning clients
• Comply with legal and regulatory requirements
• Resolve disputes and enforce our agreements

You may request deletion of your information at any time, subject to legal retention requirements.

6. Your Rights

Under Australian Privacy Law, you have the right to:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information (subject to legal requirements)
• Complaint: Lodge a complaint with the Office of the Australian Information Commissioner (OAIC)

To exercise these rights, please contact us at hello@ashandhound.com.

7. Photographs

During our care, we take photographs of your pets to provide you with updates. These photographs:

• Are shared directly with you as part of our service
• Will not be used for marketing purposes without your separate written consent
• May be stored securely as part of your client records

8. Cookies and Website Analytics

Our website may use cookies and similar technologies to improve your browsing experience. You can control cookie settings through your browser preferences.

9. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies.

10. Children's Privacy

Our services are not directed to children under 18. We do not knowingly collect personal information from minors without parental consent.

11. Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy or our privacy practices, please contact us:

ASH & HOUND
Email: hello@ashandhound.com
Phone: 0401 606 603
Brisbane, Queensland, Australia