1. Who we are
FluffyWA Pty Ltd ("FluffyWA", "we", "us") runs a small dog boarding, daycare, grooming and training business in Southern River, Western Australia. This policy explains how we handle personal information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Although a business of our size may be exempt from parts of the Act, we choose to follow the APPs in full.
It applies to our website (fluffywa.com), our online booking and member area, and the messages you send us by phone, WhatsApp, Telegram, WeChat or email.
2. What we collect
We only collect what we need to look after your dog and run your booking:
- Your name, email address and mobile number, and an emergency contact you nominate.
- Your dog's details: name, breed, age, weight, sex and desexing status, temperament and behaviour notes.
- Health information about your dog: vaccination certificates and dates, medication, allergies, vet details and any conditions we should know about.
- Booking details: dates, services, add-ons, special instructions, and your booking and payment history with us.
- Photos and videos of your dog taken during a stay, which we share with you and may keep in your member album.
- Technical information when you use the website: IP address, browser type and pages requested, kept in ordinary server logs.
We do not collect government identifiers, health information about you as a person, or payment card numbers.
3. Why we collect it
- To confirm, price and manage your booking and to check vaccination requirements before a stay.
- To care for your dog safely: feeding, medication, behaviour handling and contacting a vet or your emergency contact if needed.
- To send booking confirmations, reminders, photo updates and answers to your messages.
- To keep the records we must keep as a business (invoices, refunds, incident notes).
- To improve the website and fix problems, using server logs.
We do not sell personal information, and we do not use it for third-party advertising. If we ever want to use a photo of your dog in our own marketing (for example on this website or Xiaohongshu), we will ask you first.
4. Where it is stored and how we protect it
Your account, pet records and bookings are stored in a database on a server we control, located in Australia. Access is limited to FluffyWA staff who need it, and all connections to the site are encrypted (HTTPS).
Passwords are stored as one-way hashes; we cannot see them. Vaccination certificates and stay photos are stored in a private area and are only served to the logged-in owner and to staff.
We keep records for as long as you have an account with us, and for up to 7 years after your last booking to meet Australian record-keeping obligations. You can ask us to delete your account earlier (see "Your rights").
5. Payments
Deposits and online payments are processed by Stripe. When you pay, you enter your card details on a page hosted by Stripe; they never reach our server and we never store card numbers. We receive only a payment reference, the amount, the card brand and last four digits, and Stripe's confirmation.
Stripe handles your data under its own privacy policy (stripe.com/au/privacy) and may store it outside Australia.
6. Messaging and third-party services
When you contact us on WhatsApp, Telegram, WeChat or Xiaohongshu, your messages are also held by those platforms under their own terms. New bookings are sent to our staff as a Telegram message so we can respond quickly; that message contains your name, contact number and the booking details.
We use an email provider to send confirmations and password resets. We do not use marketing automation, analytics trackers or social media pixels on this website.
Other than Stripe, our email provider and the messaging platforms you choose to use, we do not disclose your information to anyone unless the law requires it, or a vet needs it to treat your dog in an emergency.
8. Your rights: access, correction and deletion
You can see and update most of your information yourself in the member area. For anything else, email us and we will:
- Give you a copy of the personal information we hold about you, usually within 14 days.
- Correct anything that is inaccurate or out of date.
- Delete your account and pet records on request, except for invoices and other records we are legally required to keep.
If you believe we have mishandled your information, contact us first and we will try to resolve it within 30 days. You may also complain to the Office of the Australian Information Commissioner (oaic.gov.au).
9. Children
Our services are for adults. We do not knowingly collect information from anyone under 18, and bookings must be made by the dog's adult owner or carer.
10. Changes and contact
We will update this page if our practices change and show the date at the top. Significant changes will be mentioned on the member area or by email.
Privacy questions: hello@fluffywa.com, or call 0405 098 765. FluffyWA Pty Ltd, Southern River WA 6110, Australia.
Questions about this policy?
Email us or use any of the channels on the contact page and we will get back to you within a few days.