Privacy Policy

Last Updated: April 20, 2026

ASH & HOUND, a trading name of Happy Paws Brisbane ("we," "us," or "our"), takes your privacy seriously. This Privacy Policy explains how we collect, use, and look after 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. Limitation of Liability

To the maximum extent permitted by Australian law, ASH & HOUND (trading as Happy Paws Brisbane, ABN 10 460 318 527) shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to:

• Unauthorised access to, or alteration of, your personal information resulting from events beyond our reasonable control, including but not limited to cyberattacks, system failures, or third-party breaches
• Any errors, inaccuracies, or omissions in information you have provided to us
• Actions taken by third-party service providers, platforms, or websites linked from our site
• Any interruption or cessation of our website or services
• Loss or corruption of data despite our reasonable security measures

Our total liability to you for any claim arising under this Privacy Policy shall not exceed the total fees paid by you to ASH & HOUND in the twelve (12) months preceding the event giving rise to the claim.

Nothing in this Privacy Policy excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition implied or imposed by the Australian Consumer Law or any other applicable law that cannot be lawfully excluded or limited.

11. Indemnification

You agree to indemnify, defend, and hold harmless ASH & HOUND, its owners, employees, contractors, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your provision of false, inaccurate, or incomplete personal information
• Your breach of this Privacy Policy or any applicable law
• Your use of our website or services in a manner not authorised by this Privacy Policy
• Any third-party claim arising from information you provided to us or actions taken at your direction

12. Disclaimer

While we take reasonable steps to protect your personal information, we provide our website and services on an "as is" and "as available" basis. We do not warrant that our website will be uninterrupted, error-free, or free from viruses or other harmful components.

We are not responsible for the privacy practices, content, or security of any third-party websites, platforms, or services that may be linked to or integrated with our website. Your use of third-party services is at your own risk and subject to their respective privacy policies and terms.

Any information or advice provided by ASH & HOUND regarding pet care is general in nature and does not constitute professional veterinary, legal, or financial advice.

13. Children's Privacy

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

14. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with a new "Last Updated" date. If you continue using our services after a change, that means you're happy with the updated policy.

15. 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