Privacy Policy

Information we collect

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

• Your name, phone number, email address and appointment details.
• Information about your dog, including name, breed, age, birthday, health or behaviour notes, grooming preferences and reference photos.
• Booking history, communications, payment status, payment method and amounts paid. We do not store full payment-card details.
• For staff, account details, work schedules, clock-in and clock-out times, recorded location, GPS accuracy and clock photos.
• Technical information normally recorded when you use a website, such as IP address, browser information, device information and security logs.
• On public website pages, advertising measurement information collected through the Google Ads tag, which may include page visits, booking-success visits, Cookie or device identifiers and referral information.

How we collect information

We generally collect information directly from you when you make a booking, contact us, provide grooming instructions or use a staff account. We may also receive information from an authorised representative collecting or booking for a dog, and from service providers used to operate our website and communications.

Why we use it

We use personal information to:

• Manage bookings, grooming services, customer and pet profiles, payments and appointment history.
• Send booking confirmations, reminders, cancellations and service-related communications.
• Record grooming preferences, safety information and visit notes for future appointments.
• Manage staff access, schedules, attendance and workplace records.
• Operate, secure, troubleshoot and improve our website and business.
• Measure whether our Google advertising leads to website visits and completed bookings.
• Meet legal, accounting, insurance and dispute-resolution obligations.

When we disclose information

We disclose information only where reasonably necessary for these purposes, where you authorise us, or where required by law. Providers supporting our operations may include website hosting, database and file storage, email, SMS, maps, professional advisers and payment services. Our current technology providers include Vercel, Supabase, Resend, Twilio, Google Maps and Google Ads.

Some providers may process or store information outside Australia. The locations can change according to the provider's infrastructure and account configuration. We take reasonable steps to use reputable providers and limit the information shared with them.

We do not sell personal information.

Cookies and advertising measurement

We use the Google Ads tag on public pages to understand whether advertising leads to visits and completed bookings. Google may use Cookies or similar device identifiers and receive technical information such as your IP address, browser, device, referring page and pages visited. We do not run this advertising tag within our Admin, Groomer or staff login areas.

You can control or delete Cookies through your browser settings and manage Google advertising preferences at My Ad Center. Blocking advertising Cookies may reduce measurement accuracy but will not prevent you from making a booking.

Storage, security and retention

We use reasonable technical and organisational safeguards, including restricted staff access, authentication and private storage for sensitive images. No internet service can guarantee absolute security.

Staff clock photos are scheduled for deletion after 12 months. Other booking, customer, pet, attendance and business records are retained only for as long as reasonably required for service, safety, employment, legal, accounting or insurance purposes. Information is deleted, de-identified or securely disposed of when it is no longer required.

Access and correction

You may ask to access or correct personal information we hold about you. You may also ask us to delete information where we are not required to retain it. We may need to verify your identity before responding.

Communications

We use the contact details you provide for appointment and service-related messages. You can contact us if your details change or if you no longer wish to receive a particular type of non-essential communication. We may still send messages necessary to manage an active booking.

Questions and complaints

For privacy questions, access or correction requests, or complaints, contact our Privacy Officer at care@glowpaws.com.au, call 0466 054 188, or write to 48 Punt Rd, Windsor, VIC 3181. We will review your request and respond within a reasonable time.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.

Policy updates

We may update this policy when our services, systems or legal obligations change. The current version will be published on this page.