Paws to Heaven – Pet Water Cremation Services (Queensland)
Business name: Anjatalaco Pty Ltd trading as Paws to Heaven
ABN: 89 615 433 737
Effective date: February 2021
1. Introduction
Paws to Heaven respects your privacy and is committed to handling your personal information responsibly.
This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you use our website, contact us, arrange pet water cremation or in-home pet euthanasia services, or purchase memorial products.
We operate in Australia and provide our services within Australia. We aim to handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply.
2. Personal Information We Collect
Depending on how you interact with us, we may collect personal information including:
- Your name and contact details, including your phone number, email address and residential or postal address.
- Information about your pet, such as their name, species, weight and relevant veterinary details.
- Service and booking details, including collection arrangements, delivery preferences and memorial product selections.
- Payment and transaction information, including payment method and transaction records.
- Communications you have with us by telephone, email, website forms or other channels.
- Information provided by veterinary clinics where authorised and relevant to arranging or providing our services.
- Website usage information, such as IP address, browser type, device information, pages visited and interactions with our website, where collected through website technologies and analytics tools.
We collect information that is reasonably necessary for our business activities, providing our services, processing transactions and meeting our legal obligations.
3. How We Collect Personal Information
We may collect personal information when you:
- Contact us by phone, email or website form.
- Enquire about or book our services.
- Arrange the collection or return of your pet’s ashes.
- Purchase urns, memorial jewellery, keepsakes or other products through our website.
- Make a payment or enter into a payment arrangement.
- Communicate with us about an existing booking, order or service.
- Browse or interact with our website.
Where authorised, we may also receive relevant information from a veterinary clinic or another person helping to arrange our services.
Website information may be collected through cookies, analytics tools and other website technologies, depending on the settings and services in use.
4. Why We Use Personal Information
We use personal information for purposes including:
- Arranging and providing pet water cremation and in-home pet euthanasia services.
- Organising pet collection, transport, care and the return of ashes.
- Processing orders for urns, memorial jewellery, keepsakes and other products.
- Processing payments and managing payment arrangements.
- Communicating with you about bookings, services, orders and delivery timeframes.
- Responding to questions, feedback and complaints.
- Maintaining customer, transaction and business records.
- Meeting legal, regulatory and accounting obligations.
- Managing unpaid accounts and recovering debts where lawful.
- Maintaining, securing and improving our website and services.
If you choose not to provide information necessary for a particular service or transaction, we may be unable to arrange or complete that service or transaction.
We do not sell, rent or trade personal information to third parties.
5. Payments and Payment Providers
We offer payment methods that may include:
- Stripe
- Direct bank transfer
- Afterpay
- Zip
- VetPay
Depending on the payment method you choose, your payment may be processed or administered by the relevant third-party provider. Those providers may collect and handle information under their own privacy policies and terms.
We do not store full credit card details on our website servers. We may retain transaction records and information needed to reconcile payments, manage orders and meet our legal obligations.
For information about how a payment provider handles your personal information, please refer to that provider’s current privacy policy.
6. When We Disclose Personal Information
We may disclose personal information where reasonably necessary to provide our services, operate our business or comply with the law. Recipients may include:
- Veterinary clinics, where authorised and relevant to your arrangements.
- Payment providers and financial institutions.
- Couriers, transport providers and delivery services.
- Website hosting, information technology, communications and website analytics providers.
- Professional advisers, including legal and accounting advisers.
- Debt recovery providers, where lawful.
- Courts, regulators, law enforcement agencies or other parties where disclosure is required or authorised by law.
We aim to limit disclosures to information reasonably necessary for the relevant purpose.
7. Overseas Handling of Personal Information
Paws to Heaven provides services in Australia and does not offer pet cremation or related services overseas.
However, some third-party providers we use to operate our website, process payments or provide technology services may store or process information outside Australia. Whether this occurs depends on the provider and the services involved.
We will take steps required by applicable privacy laws in relation to any disclosure of personal information to overseas recipients. Where required, we will identify relevant countries in this Privacy Policy once the locations of those recipients have been confirmed.
8. Website Data and Cookies
Our website may use cookies and similar technologies to support website functionality, understand how visitors use the site, measure website performance and improve the user experience.
These technologies may collect information such as your IP address, browser type, device information, pages visited and interactions with the website. The information collected will depend on the tools and settings in use.
You can manage or disable cookies through your browser settings. Some website features may not work as intended if cookies are disabled.
Third-party website tools, including analytics services, may handle information according to their own privacy policies.
9. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Depending on the type of information, we may hold it in business records, password-protected systems, email accounts, website platforms and secure third-party service platforms.
No method of electronic storage or transmission is completely secure. While we take reasonable precautions, we cannot guarantee absolute security.
10. How Long We Keep Personal Information
We retain personal information for as long as reasonably necessary to provide our services, maintain business and transaction records, meet legal obligations, resolve disputes and enforce our agreements.
When personal information is no longer required and we are not legally required to retain it, we will take reasonable steps to securely destroy or de-identify it.
11. Accessing and Correcting Your Information
You may request access to personal information we hold about you and ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact us using the details below. We may need to verify your identity before providing access or making changes. Some requests may be subject to legal exceptions.
Email: sharon@pawstoheaven.com.au
Phone: (07) 3059 9536
12. Privacy Complaints
If you believe we have mishandled your personal information or breached applicable privacy requirements, please contact us and explain your concern.
Email: sharon@pawstoheaven.com.au
Phone: (07) 3059 9536
We will review your complaint and respond within a reasonable timeframe. We may contact you for further information to help us investigate.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Website: https://www.oaic.gov.au/
13. Links to Other Websites
Our website may contain links to external websites or services. We are not responsible for the privacy practices of those third parties. We encourage you to read their privacy policies before providing personal information to them.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website, services or legal obligations.
The latest version will be published on our website, with the effective date shown at the beginning of the policy.
15. Contact Us
If you have any questions about this Privacy Policy or how we handle personal information, please contact:
Paws to Heaven
Anjatalaco Pty Ltd
Unit 11/4 Pinacle Street
Brendale QLD 4500
Email: sharon@pawstoheaven.com.au
Phone: (07) 3059 9536
