Privacy Policy

Spot Holdings (NSW) Pty Ltd and Subsidiaries

About this Policy

Spot Holdings (NSW) Pty Ltd and its subsidiaries (referred to as "we", "us" or "the Business") are committed to handling personal information responsibly and in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains what personal information we collect, why we collect it, how we use and store it, who we may share it with, and how you can exercise your privacy rights.

By using our services or requesting quotes for our services, you agree to the collection and handling of your personal information as described in this Policy.

1. What Personal Information We Collect

We collect personal information that is reasonably necessary to provide our services. This includes:

1.1 Owner and contact information

Full name
Home address
Email address
Mobile and home phone numbers
Secondary contact details
Emergency contact name and number
Council registration details for your pet including microchip details

1.2 Pet information

Pet name, species, breed, age, sex and desexing status
Vaccination records and veterinary history
Veterinary practice details
Medical conditions, medications and dietary requirements
Behavioural history, temperament assessments and incident records
Parasite treatment history

1.3 Payment and financial information

Credit or debit card details (processed and stored via our payment provider; we do not store raw card numbers)
Billing address
Transaction history

1.4 Media and content

Photographs and video footage captured at our facilities, including CCTV and security surveillance footage recorded for the safety and security of animals, staff and visitors
Content shared with us through social media or email

1.5 Website and digital usage data

IP address and browser type
Pages visited and time spent on site
Device and operating system information
Cookies and similar tracking data (see section 9)

1.6 Corporate and third-party billing information

Business name, ABN, and contact details for Corporate Partners
Billing and invoicing information

2. How We Collect Personal Information

We collect personal information directly from you in the following ways:

• When you make a booking online, by phone, or in person

• When you request a quote online, by phone, or in person

• When you complete a registration or assessment form

• When you contact us by email, phone, or through our website

• When you participate in surveys, promotions, or loyalty programs

• When your pet is photographed or filmed at one of our facilities

• When you interact with our website and or applications (via cookies and analytics tools)

In some cases we may receive personal information from third parties, for example from a Corporate Partner who books on your behalf, or from a veterinarian acting in connection with your pet's care.

3. Why We Collect Personal Information

We collect and use personal information for the following primary purposes:

Providing, managing and improving our boarding, daycare, training, transport and related services
Processing bookings and payments
Providing quotes for reservations and bookings
Contacting you about your booking, your pet's welfare, or any incidents during a stay
Assessing the suitability of your pet for our services
Providing veterinary care or authorising emergency treatment on your behalf
Meeting our legal and regulatory obligations
Maintaining safety and security across our facilities

We may also use your information for the following secondary purposes, where you have provided consent (including at the time of booking or account registration) or where we are otherwise permitted to do so under applicable law, including the Spam Act 2003 (Cth) in respect of existing customer relationships:

Sending you service updates, promotions, newsletters, and marketing communications
Using photographs and videos for marketing, social media, and promotional material
Conducting customer satisfaction research and surveys
Improving our website, booking systems, and customer experience

Where we send direct marketing communications, we will do so only where you have consented at the time of booking or registration, or where we are otherwise permitted to do so under applicable law. You may opt out of marketing communications at any time by clicking unsubscribe in any email we send, or by contacting us directly. We will process opt-out requests promptly and within a reasonable timeframe.

4. Who We Share Personal Information With

We do not sell your personal information to third parties. We may share personal information with:

Veterinarians and animal health providers - To arrange or authorise treatment for your pet
Payment processors (including Stripe) - To process and manage payments securely
Booking and CRM platform providers - To manage reservations, customer records, and communications
Email and marketing platforms (including Customer.io) - To send booking confirmations, service updates, and where consented, marketing communications
Cloud infrastructure providers (including Google Cloud / App Engine) - To host and operate our booking systems and data storage
Corporate Partners - Where you utilise veterinary collection centres or a booking is made on your behalf by your employer or a third party
Legal and compliance advisers - Where required to manage legal matters, disputes, or regulatory obligations
Law enforcement or government authorities - Where required or permitted by law

Where we engage third-party service providers, we take reasonable steps to ensure they handle personal information in a manner consistent with the APPs.

5. Overseas Disclosure

Some of our service providers may store or process data on servers located outside Australia, including in the United States and other countries. Where this occurs, we take reasonable steps to ensure those providers are subject to privacy obligations comparable to the APPs, or we obtain your consent to the transfer.

By using our services, you acknowledge that your personal information may be transferred to and stored in countries outside Australia where data protection laws may differ from those in Australia.

6. How We Store and Protect Personal Information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. Our measures include:

Encrypted data transmission via HTTPS across all customer-facing systems
Access controls limiting staff access to personal information on a need-to-know basis
Secure third-party payment processing; we do not store raw credit card numbers
Regular review of our data security practices

Despite these measures, no data transmission over the internet or electronic storage method is completely secure. We cannot guarantee absolute security.

6.1 Notifiable Data Breaches

We are subject to the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth). If we have reasonable grounds to believe that a data breach has occurred that is likely to result in serious harm to any affected individuals, we will notify those individuals and the Office of the Australian Information Commissioner (OAIC) as soon as practicable. We will also take prompt steps to contain the breach and assess its nature and extent. If you believe your personal information may have been compromised, please contact us immediately using the details in section 11.

7. How Long We Keep Personal Information

We retain personal information for as long as it is needed to provide our services and meet our legal obligations. In general:

Customer and booking records are retained for a minimum of seven years for accounting and legal compliance purposes, and may be retained for longer periods where operationally, commercially, or legally appropriate
Pet health and vaccination records are retained for the duration of the customer relationship and for a reasonable period thereafter
Marketing consent records are retained for as long as you remain a customer or until you withdraw consent
Website usage data collected via cookies is subject to the retention periods set by those tools (see section 9)

When personal information is no longer required, we take reasonable steps to destroy it securely or de-identify it. De-identification means removing or altering information so that the individual to whom it relates cannot reasonably be identified. Destruction and de-identification processes are carried out within a reasonable period after the applicable retention period expires.

8. Accessing and Correcting Your Personal Information

You have the right to request access to the personal information we hold about you, and to ask us to correct any information that is inaccurate, out of date, incomplete or misleading.

To make a request, please contact us using the details in section 11. We will respond within a reasonable time and in most cases within 30 days. In some circumstances we may decline access, for example where providing access would unreasonably affect the privacy of another individual or where required by law, and we will explain our reasons in writing.

We do not charge a fee for making an access or correction request, but we may charge a reasonable fee for the cost of providing access where the request involves significant time or resources.

9. Cookies and Website Tracking

Our websites use cookies and similar tracking technologies to improve functionality, analyse traffic, and in some cases to support targeted advertising. Cookies are small files stored on your device when you visit a website.

We use the following types of cookies:

Essential cookies: required for the website and booking system to function correctly
Analytics cookies: used to understand how visitors use our site (for example, via Google Analytics)
Marketing cookies: used to track the effectiveness of our advertising campaigns

You can control cookies through your browser settings. Disabling cookies may affect the functionality of our website and booking system. By continuing to use our website without adjusting your browser settings, you consent to our use of cookies as described in this section.

10. Children's Privacy

Our services are directed to adults. We do not knowingly collect personal information from children under 18 years of age without parental or guardian consent. If you believe we have inadvertently collected information from a child, please contact us and we will take steps to delete it promptly.

11. Complaints and Contact

If you have a concern about how we have handled your personal information, or if you wish to make an access or correction request, please contact us at:

Business: Spot Holdings (NSW) Pty Ltd

Email: hello@kip.com.au

Mail: PO Box 5095 Daisy Hill, QLD, 4127

We will acknowledge your complaint promptly and aim to resolve it as soon as practicable. If you are not satisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC):

OAIC website: www.oaic.gov.au

Phone: 1300 363 992

12. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be available on our website and at our facilities on request. Material changes will be communicated to existing customers by email where practicable. Your continued use of our services after a change is published constitutes acceptance of the updated Policy.