Privacy Policy

Collecting personal information

We collect personal information that is reasonably necessary to provide and administer our web-based subscription products, digital pet bereavement resources and related services.

The personal information we may collect includes:

  • your name, including your preferred name;

  • your email address and phone number;

  • account, subscription and payment-related details;

  • information you provide when making an enquiry, requesting technical support or communicating with us;

  • information you choose to provide when enquiring about or receiving individual counselling, grief and loss support or other professional services; and

  • technical and usage information relating to your access to and use of our website and subscription product.

Payment card details may be processed by a third-party payment provider. We should clearly identify whether we receive or store any complete payment card details.

Why we collect and use personal information

We may collect and use your personal information to:

  • create and manage your account;

  • process your subscription or one-off purchase and provide access to our trademarked intellectual property and clinically informed, self-guided pet bereavement support tools;

  • provide customer service, respond to enquiries and resolve technical issues;

  • communicate with you about your account, access, purchases or changes to the product or service;

  • respond to requests for individual counselling, grief and loss services or other tailored professional support;

  • arrange referrals or appointments with an appropriately qualified professional, where requested;

  • improve the functionality, accessibility and user experience of our website and services;

  • meet our legal, professional, record-keeping and regulatory obligations; and

  • send information about our products and services where you have consented or where otherwise permitted by law.

Collection notice and consent

At or before the time we collect personal information, we will take reasonable steps to explain why it is being collected, how it will be used and disclosed, whether providing it is optional, and any consequences of not providing it.

You may unsubscribe from marketing communications at any time by using the unsubscribe option in the message or by contacting us. Essential account, transaction and service messages are not marketing communications and may still be sent while your account or access remains active.

How we interact with individuals

We may collect personal information in connection with:

  • subscriptions, purchases and account access;

  • enquiries about counselling, grief and loss services or other professional support;

  • the supply of products or services to us;

  • prospective and actual employment or volunteering;

  • memberships, partnerships and sponsorships;

  • donations; and business and stakeholder relationships with external organisations.

Self-guided tools and professional services

Pause for Paws provides self-guided information, resources and Support Tools to help people navigate the experience of pet loss, and grief. These resources are designed for people to explore at their own pace and do not, in themselves, establish a professional counselling or therapeutic relationship.

The Companion does not currently include interactive journalling or reflection submission features. Personal reflections, responses to activities and individual Support Tool completion are not collected or saved through these features.

Where a person separately engages in counselling, grief support or another professional service, additional personal or sensitive information may be collected as part of that service. The relevant service provider will explain what information is collected, how it is used and stored, and any additional privacy notices, consent requirements or service terms that apply.

Disclosure and service providers

Pause for Paws may disclose personal information to third-party service providers where reasonably necessary to operate the website and deliver its services. These providers may include website hosting and membership platforms, payment processors, email and communication services, analytics providers, appointment-management platforms and professional service providers, where applicable.

Information shared with these providers will be limited to what is reasonably necessary for the relevant purpose, subject to applicable privacy obligations and the arrangements in place with those providers.

Some service providers may store or process personal information outside Australia. Where applicable, Pause for Paws will identify relevant overseas disclosures in accordance with its privacy obligations. The handling of personal information by third-party providers may also be subject to their own privacy policies and terms.

Protecting personal information

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. These steps may include restricting physical and electronic access to authorised personnel, using appropriate technical safeguards and limiting access according to business need.

No method of transmitting or storing information is completely secure. If a data breach is likely to result in serious harm, we will respond in accordance with applicable legal requirements.

Accessing and correcting personal information

We rely on you to provide accurate and current personal information and to notify us when it changes. You may also ask us to update your communication preferences, close your account or explain our retention practices.

Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to provide access to purchased services and meet legal, professional, accounting and record-keeping requirements. When information is no longer required, we take reasonable steps to delete it or de-identify it.