This Privacy Policy explains how PetDigest collects, holds, uses and discloses personal information when you browse petdigest.com.au or use the PetDigest mobile app (together, the "Service"). It should be read together with our Terms & Conditions. By creating an account, browsing as a guest, or otherwise using the Service, you acknowledge this Policy.
1. Overview
PetDigest is an online pet-food and pet-supplies storefront offering local delivery. We collect the minimum personal information reasonably needed to let you browse, order, get your groceries delivered, get support, and (if you choose) hear about offers. We do not sell personal information, and we never see or store your full card number — payments are handled directly by Stripe.
2. Who we are
PetDigest is operated as a sole trader business, ABN 60 661 835 262, based in Victoria, Australia. For the purposes of Australian privacy law, PetDigest is the entity responsible for the personal information described in this Policy. You can contact us at any time at hello@petdigest.com.au.
3. Information we collect
The information we collect depends on how you use the Service. You can browse the product catalogue and see prices as a guest without an account; creating an account and ordering requires more information.
3.1 Account & identity information
- Name, email address, phone number and profile photo (where supplied via Google or Apple sign-in).
- Authentication is managed by Firebase Authentication (a Google service). If you sign up with email and password, Google Sign-In, or Sign in with Apple, your password or provider token is verified by Firebase — PetDigest's servers never receive or store your password.
- If you sign in with Apple using a private relay email, we ask you to verify a separate contact email (by one-time code) so we can reach you about your orders.
- If you sign in with Apple, we also keep an Apple-issued refresh token, stored encrypted, for one purpose only: so that when your account is deleted (by you or at your request) we can ask Apple to remove PetDigest from your Apple ID. It is deleted once that is done.
3.2 Delivery & address information
- Delivery address, suburb and postcode, entered manually or selected via Google Places address autocomplete during checkout.
- The app does not ask customers for their device's location. Whether we deliver to you is worked out from the postcode you enter.
3.3 Order & payment information
- Cart contents, order history, invoices, delivery notes, cancellation and refund requests, and store-credit balance.
- Payment is processed by Stripe. Card numbers and payment details are entered directly into Stripe's secure PaymentSheet (and, where available, Apple Pay/Google Pay) and are never transmitted to or stored on PetDigest's own servers. Checkout may also offer Stripe's Link and buy-now-pay-later options such as Klarna and Zip; if you choose one of these, you deal with that provider directly and your details are handled under its own terms and privacy policy. We only receive confirmation that a payment succeeded, its amount, and a payment reference.
3.4 Pet profile information (optional)
- Your pet's name, species, breed, age, weight, diet preferences and any notes you choose to add, used only to personalise recommendations and portion guidance. This is entirely optional and can be left blank or removed at any time.
3.5 Device, technical & usage information
- Push-notification token, device platform (iOS/Android) and app version, so we can deliver order updates.
- Standard server logs (IP address, request timestamps, rate-limiting counters) used for security, fraud prevention and abuse detection.
- Crash reports and performance data. If the app crashes, Firebase Crashlytics sends us a crash report (device model, operating system and app version, and where in the app it failed), linked to your account ID if you are signed in so we can help you. Firebase Performance Monitoring records how long the app takes to start and load screens and network requests. We use these only to find and fix problems.
- How the app is used. The app records what happens in it — for example screens and products viewed, searches, items added to the basket and checkout steps — with a random identifier stored on your device and, when you are signed in, your account. We use this to understand what works, improve the store and recommendations, and measure our own promotions. It stays with PetDigest: it is not shared with advertisers, not used to track you across other companies' apps or websites, and the app does not use the device advertising identifier.
3.6 Communications & support
- Emails and one-time verification codes we send you (order confirmations, receipts, refund notices, account verification) and any messages you send our support inbox.
3.6a Photos and the camera
- The app only uses your camera or photos when you choose to: to scan a product barcode, take or choose a profile photo, photograph a problem with an order for a refund or return request, attach screenshots to a bug report, or, where offered, scan a card at checkout (handled by Stripe). Photos you send with a refund or return request are kept with that request; a bug report can include basic device and app diagnostics, which you can switch off before sending.
3.6b Delivery drivers
- PetDigest's own delivery drivers use a driver mode in the app. While a driver is using it, the app uses that driver's precise location (only while the app is open) to show directions and record where each parcel was delivered, and the driver photographs delivered parcels and scans parcel labels. This applies to our drivers, not to customers.
3.7 Community content and reviews
- Ideas you share through the in-app Community ideas feature (title, details and category), any later edits you make to them, and the ideas you vote for. Sharing an idea also records your vote for it.
- Which ideas you have viewed. We record one entry per idea when it has been on your screen, linked to your account (or, if you are not signed in, to a random identifier stored on your device), so we can show how many members have seen each idea. We only publish the total count, never who viewed it.
- Any reply PetDigest posts to your idea, and the status we give it (for example, Planned or Shipped).
- Product reviews you write after an order is delivered (star rating, title and text). Reviews are public and are signed with your first name and the first letter of your last name.
What other members can see. Ideas are public to everyone using the app. Next to each idea we show your first name and the first letter of your last name (for example, “Sam K.”), the date you shared it, and your profile photo if your account has one. You can hide your profile photo at any time with the eye icon on your photo in Community ideas; while it is hidden, other members see your initials instead. We never show your full surname, email address, phone number or any order information alongside your ideas.
4. How we collect it
We collect personal information directly from you — when you create an account, place an order, save an address or pet profile, contact support, or submit a suggestion — and automatically through your use of the app (device and push-token information, security logs). We do not knowingly collect personal information about you from third parties other than the authentication and payment confirmations described above.
5. How we use it
- To create and manage your account, and verify who you are.
- To process orders, calculate delivery fees, arrange delivery, and issue invoices, refunds and store credit.
- To provide customer support, respond to enquiries, and handle cancellations, short picks and refund/return requests.
- To detect, investigate and prevent fraud, abuse of promotions or the refund/credit system, and unauthorised access.
- To meet our legal, tax and accounting record-keeping obligations.
- To personalise product recommendations and portion guidance using your pet profiles (never as a substitute for veterinary advice).
- With your consent, to send marketing emails and push notifications about offers, restocks and community updates.
- To maintain the security, stability and integrity of the Service.
7. Overseas disclosure
Our servers and database are hosted in Australia. Some of the service providers listed above (including Stripe, Google/Firebase, Apple, Expo, Klarna and Zip) may store or process information on servers located outside Australia, including in the United States and other countries where they or their sub-processors operate. Our emails are sent through Amazon SES from its Singapore region, so your name, email address and the content of the email pass through Singapore. Where personal information is disclosed overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles, including relying on these providers' own security and privacy commitments. By using the Service, you understand that your information may be processed outside Australia as described in this section.
9. Marketing preferences
With your consent, we may send marketing emails and push notifications about offers, promotions, restocks and community updates. In the app, notifications that market to you — basket reminders, updates on items you have saved, and offers — are off until you switch them on under Notifications and preferences. Alerts you ask for yourself on a product (back in stock, price alerts) and order and Auto Delivery updates are on by default. You can withdraw consent at any time by:
- Turning off marketing notifications in the app's Preferences screen;
- Using the unsubscribe link in any marketing email; or
- Disabling notifications for the app in your device settings.
Even if you opt out of marketing, we will still send essential transactional messages — such as order confirmations, delivery updates, refund notices and account security notices — because these are necessary to provide the Service.
10. Security
- All traffic between the app/website and our servers is encrypted in transit (HTTPS/TLS).
- Card data is handled by Stripe under its PCI-DSS certification; PetDigest never stores full card numbers.
- Authentication is managed by Firebase; we never see or store your password in plain text.
- Payment and account endpoints use rate-limiting, idempotency keys and webhook-replay protection.
- Admin access to customer and order data is role-based (staff, admin, super admin, owner) and sensitive actions are logged.
No method of transmission or storage is completely secure. While we take reasonable steps to protect your information, we cannot guarantee its absolute security.
11. Retention & deletion
We keep account information for as long as your account is active. Order, invoice and payment records are retained for at least five years to meet Australian tax and accounting obligations, even after an account is closed. Store-credit ledger entries are retained for the credit's validity period (see the Terms & Conditions) plus our accounting retention period.
You can request deletion of your account at any time from Personal Details → Delete account in the app, or by emailing us. We cannot delete an account with active orders, open refund requests, unpaid invoices, pending payments, active subscriptions or open payment disputes until those are resolved. Deleting your account also removes the ideas you shared, your votes and your record of which ideas you viewed (the published view totals are kept, without anything that identifies you). You can also delete an idea yourself while no other member has voted for it. When an account is deleted, we retain only cryptographically hashed identifiers (not your name, email or other readable personal information) in a deletion audit log, kept solely to meet fraud-prevention and legal record-keeping obligations.
12. Children
The Service is intended for people aged 18 and over, consistent with our Terms & Conditions. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it.
13. Your rights
Subject to some legal exceptions (for example, tax and fraud-prevention record-keeping), you may ask us to:
- Access the personal information we hold about you;
- Correct inaccurate or out-of-date information (many fields can be edited directly in the app under Personal Details, Saved Addresses and Pet Profiles); and
- Delete your account and associated personal information, as described in Section 11.
To exercise any of these rights, email hello@petdigest.com.au. We will respond within a reasonable time and may need to verify your identity first.
14. Complaints
If you believe we have mishandled your personal information, please contact us first at hello@petdigest.com.au so we can try to resolve it directly. If you are not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
15. Changes to this policy
We may update this Policy from time to time as the Service evolves — for example, if we add new features or expand delivery beyond our current zones. The current version will always be available at petdigest.com.au/privacy, and the effective date at the top of this page will be updated. We will highlight material changes in the app or by email where practical.
16. Contact us
See also our Terms & Conditions, which govern your use of the Service alongside this Policy.