Privacy Policy

1. About This Policy

At Home Vetcare (“we”, “us”, “our”) is committed to protecting your personal information. This policy explains how we collect, use, disclose, and safeguard your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or services, you consent to the collection and use of your information as described in this policy.

2. Information We Collect

We may collect the following types of personal information:

• Identity & contact: name, email address, phone number, residential address
• Pet information: pet name, species, breed, age, weight, medical history, medications, and veterinary records
• Booking details: appointment date, time, service type, and any notes you provide
• Payment information: billing details processed securely through our payment provider (we do not store full card numbers)
• Consent records: signed euthanasia consent forms including your electronic signature and IP address
• Communications: messages sent via our contact form, email, or phone
• Usage data: pages visited, browser type, and anonymised analytics data collected via PostHog

3. How We Use Your Information

We use your personal information to:

• Schedule and manage your veterinary appointments
• Provide and improve our mobile veterinary services
• Send booking confirmations, payment links, and appointment reminders
• Process payments and maintain financial records
• Maintain clinical records for your pet's ongoing care
• Comply with professional and legal obligations
• Respond to your enquiries and provide customer support
• Analyse how our website is used to improve the user experience

We will not use your information for direct marketing without your consent, and we will never sell your personal information to third parties.

4. Disclosure of Your Information

We may share your information with trusted third-party service providers who assist us in operating our business, including:

• Cal.com — appointment scheduling
• Resend — transactional email delivery
• Stripe — payment processing
• Neon / Vercel — cloud hosting and database
• PostHog — anonymised website analytics

These providers are contractually required to handle your data securely and only for the purposes we specify. We do not authorise them to use or disclose your information for their own purposes.

We may also disclose your information where required by law, regulation, or court order.

5. Data Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access. These measures include encrypted data transmission (HTTPS), access controls on our internal systems, and industry-standard password hashing for staff accounts.

While we strive to protect your information, no method of transmission over the internet is completely secure. We cannot guarantee absolute security.

6. Data Retention

We retain your personal information for as long as necessary to provide our services and meet our legal obligations. Clinical records are retained in accordance with Australian veterinary practice standards. Contact form submissions are retained for up to 2 years. You may request deletion of your data at any time (see Section 8).

7. Cookies & Analytics

Our website uses cookies and similar tracking technologies to improve your experience and understand how visitors use our site. Analytics data is collected by PostHog and is anonymised wherever possible. You can disable cookies in your browser settings, though this may affect the functionality of our site.

8. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your information (subject to legal retention requirements)
• Opt out of any marketing communications
• Make a complaint about how we have handled your personal information

To exercise any of these rights, please contact us using the details in Section 9. We will respond within 30 days.

9. Contact Us

If you have any questions about this policy or wish to make a privacy request, please contact us:

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

10. Changes to This Policy

We may update this privacy policy from time to time. We will notify you of any significant changes by posting the new policy on this page with an updated date. Continued use of our services after any changes constitutes your acceptance of the updated policy.