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Petbarn Account and Friends for Life Program Privacy Notice

Last Updated: 3 December 2024

Petbarn Pty Ltd (ACN 001 802 759), and its subsidiaries, (we, our, us, Petbarn) operates pet-related retail stores across Australia and offers the Friends for Life loyalty program (Loyalty Program). We are part of the Greencross Group (which includes Greencross Pty Limited (ACN 119 778 862) and Greencross Operations Pty Ltd (ACN 130 686 743) and their subsidiaries). Any reference to we, our or us is also is a reference to the Greencross Group.

We understand the importance of being open and transparent with you in the way in which we collect, store, use and share your personal information. We take protecting your privacy rights very seriously. We strongly encourage you to read this notice before you create your account, so that you understand and are comfortable with how we handle your personal information.

IMPORTANT: Joining the Friends for Life loyalty program (Loyalty Program) is voluntary. By creating an account with Petbarn either via our website or through the Petbarn App, or in store or a Greencross Vets clinic, or over the phone via our customer call centre (Petbarn Account), you will also join the Loyalty Program and can earn great rewards. You should only create a Petbarn Account if you want to join the Loyalty Program and are comfortable with the kinds of personal information that we will collect about you (as explained in this Privacy Collection Notice). 

If you do not want to join our Loyalty Program, do not create a Petbarn Account and instead please use our services as a guest.

 

  1. What personal information do we collect and how do we collect it?

    If you sign up for a Petbarn Account and become a Friends for Life Loyalty Program (Loyalty Program) member (Member), this collection notice will govern how we will handle your personal information.

    The types of personal information we collect will vary from Member to Member and will depend on the choices you make when you sign-up, your preferences and settings and how you interact with us.  


    Personal information How do we collect this information?
    Personal and contact details When you create a Petbarn Account and sign-up to become a Member via the Petbarn website, Petbarn mobile application (Petbarn App) or in store or a Greencross Vets clinic, or over the phone via our customer call centre, we will collect your personal information (name, phone number, address and email address).

    We may also collect your personal information from one of our partners (for example, when you use our delivery service). 
    Information about your purchases and transactions When you make purchases as a Member (in store, in clinics, or online), we will also collect information about:

    • purchases you have made, which count towards your Loyalty Program account, (such as what, how and when you make purchases (including the price of those purchases)) and your use of any Loyalty Program benefits (such as using a voucher towards any of your purchases).
    Online and digital services information

    If you use our website, Petbarn App or any of our chat functionalities, such as PetAI, our AI powered chatbot (Online Services), we may collect information from you electronically (through “cookies” and other online technologies).

    This includes collecting information such as:

    • your IP address;

    • details about your device; and

    • details about digital identifiers including those associated with tracking and advertising identifiers. 

    In some cases this information may be personal information and other times we cannot identify you. In some cases, we only collect this personal information with your consent.

    Please see our separate Cookie Policy at petbarn.com.au/cookie-policy for further information about the information we collect online and through digital services.
    Online behavioural information

    When you use our Online Services and are logged on to your Petbarn Account, we may also collect your behavioural information.

    This may include information about:

    • your interests,

    • your interactions online, which may include your interactions with our Online Services or third party platforms;

    • your conversation history with PetAI; and

    your transactions. 
  2. Why do we collect, store and use your personal information?
    Personal information Why do we collect, store and use this information?
    Personal and contact details To process your purchase and facilitate the provision of products and services to you (including to communicate with you in response to your enquiries about our products and services and pet-related queries).
    Your Loyalty Program information We collect and use your personal information so we can register your Petbarn Account and administer the Loyalty Program including to properly account for accrued points and other benefits. This includes sending you communications regarding your points and delivering any benefits to you (such as a voucher you have earned as part of the Loyalty Program). 

    In addition, we will use and disclose your personal information for marketing purposes, and you consent to us (or agents acting on its behalf) communicating with you via email, SMS, push notifications, social media, or by regular post, to:

    1. promote the Loyalty Program, including special offers and promotions (such as price discounts); and

    2. promote Petbarn’s or another member of the Greencross Group’s products and services (including to let you know about other products and services or promotions you may be interested in).
    Online digital service and behavioural information

    We collect this information to:

    1.     administer and improve our products and services, including our Loyalty Program;
    2.     track your previous purchases;  
    3.     personalise and tailor your online experience; and
    4.     track and improve the effectiveness of our online advertising campaigns.
    Your conversation history with PetAI If you interact with PetAI while you are signed into your Petbarn Account, we may use and link your personal information to customise and personalise PetAI’s responses to your pet-related queries. We may also do this to provide you with tailored product and services recommendations. 

    In addition, we may also collect, store and use a record of your conversation with PetAI to:

    1. personalise the future marketing communications we may send to you (via email, SMS, push notifications, social media, or by regular post) to promote Petbarn’s or another member of the Greencross Group’s products and services (including to let you know about other products and services or promotions you may be interested in); and

    2. improve PetAI, our websites and mobile applications, and our services and products.
    Deidentified or aggregate data We may also use your personal information to aggregate this information and conduct data analytics activities (to help us understand trends in consumer behaviour, and improve our products).
  3. Direct marketing and important points regarding opting out

    You are always in control of the direct marketing communications which you receive and can opt-out at any time by using the method described in the table below.

    You can also contact us using the details set out in section 7 to tell us you would like to stop receiving direct marketing communications from us.

    Format / Channel Explanation How to opt-out?
    Direct marketing via email and SMS When you create a Petbarn Account and become a Member, we may send you direct marketing communications and information about our products and services (including those provided by other members of the Greencross Group) that we consider may be of interest to you, or as otherwise allowed under applicable privacy laws. You can opt-out by following the relevant unsubscribe instructions in the relevant communication (such as email or SMS message).

    While we always provide a clear opt-out in our direct marketing emails and SMS, you can also manage your consent via our online consent centre
    Cookies and other tracking technologies Some cookies and other tracking technologies we deploy may use your personal information for direct marketing (such as targeted advertising and personalising your experience).

    For certain tracking technologies, we  obtain your consent via the Petbarn App so we can understand the effectiveness of our online advertising campaigns based on your online interactions.

    For more information about cookies, including how to opt-out of targeted advertising, see our Cookies Policy.    		 You can only opt-out of these types of cookies and tracking technologies by adjusting your device settings and online privacy settings (for advertising on certain websites, mobile applications and social media channels).

    For certain tracking technologies, you can opt-out via the Petbarn App by updating your device settings.
    Push notifications If you are logged on to your Petbarn Account and have opted-in to receive push notifications, we may also send you push notifications via our websites or mobile application about our products and services. You can turn off push notifications by updating your device settings.
    Pet Profile When you create a Petbarn Account, we give you the option to add your pets. We may use this information and your associated online interactions to personalise your experience of our Online Services. You can opt-out by deactivating your pets when you edit your Pet Profile.
    Personalising PetAI’s interactions with you If you are logged on to your Petbarn Account when you use PetAI, we may use and link some of your personal information to personalise the direct marketing we send to you while using PetAI. For example, PetAI may address you by your first name. You can log out of your Petbarn Account with us and continue as a guest user.
    Personalising our direct marketing communications If you are logged on to your Petbarn Account when you use PetAI, we may use and link your personal information to personalise further marketing communications we may send to you through various channels, such as via regular mail, email, SMS, telephone, push notifications or social media (including through targeted advertisements on certain websites, mobile applications and social media channels). You can opt-out by following the relevant unsubscribe instructions for the relevant format/channel as set out in this Table.

    Importantly: 

    1. if you are a customer of multiple Greencross Group members (for example you have an account with Petbarn, and are also separately a client of Greencross vets), even if you opt out from receiving direct marketing communications from Petbarn, this will not mean you are opted out from receiving direct marketing communications from Greencross vets (for example); and

    2. regardless of whether you opt out from receiving any or all direct marketing communications, we will still communicate with you if we are required by law to provide you with information, or in relation to the services or products we are providing you with (for example, in relation to delivery information for products, sending you an invoice in relation to a transaction or providing you with any vouchers you have earnt through the Loyalty Program).

    If you opt-out of marketing communications, we will still need to communicate with you (for example to send you an order confirmation or deliver a voucher you have earnt through the Loyalty Program).

  4. Who will we share your personal information with?


    We may share your personal information with:

    1. other members of the Greencross Group (for example, where that member provides us with IT support or assists to administer the Loyalty Program);

    2. other members of the Greencross Group for the purpose of direct marketing and so other members can provide targeted advertising which may be of interest to you (please see our comprehensive Privacy Policy (details below) and separate cookies policy for more information, including how to opt-out);

    3. our service and advertising providers (such as our consultants); and

    4. our partners (for example we have partnered with Portier Pacific Pty Ltd (ACN 622 362 459) (Uber), and will share your personal information with Uber to facilitate the delivery service (including to keep you updated about the status of your product order and delivery)).

  5. What happens if you do not want to provide your personal information?


    If you do not provide your personal information, we may not be able to create your  Petbarn Account, enrol you in the Loyalty Program, process your purchase, provide our services to you or properly account for your member benefits.

    If you do not wish to provide your personal information, you may wish to checkout as a guest, which will mean that we will collect the personal information you provide during the checkout process to process your order, but we will not collect additional information about you related to your purchase. If you join the Loyalty Program but at a later stage wish to checkout as a guest, please use a different email address to the one linked to your Petbarn Account.

    If you do not want PetAI to use any information that we hold about you as a Member, then log out of your Petbarn Account and interact with PetAI as a guest user. If you do this, it means we will not be able to  link your personal information with other information we hold about you as a Member to individualise direct marketing while chatting with PetAI and future direct marketing we may send you.

  6. How can you find out more information?

    Please see our comprehensive Privacy Policy for:

    1. more detailed information about the way we collect, use, hold and share your personal information (including countries outside of Australia where your personal information may be shared);

    2. information about how you can opt out of marketing communications from us;

    3. details about how you may access or seek correction of your personal information; and

    4. information about how you may make a complaint about your privacy (including about how your personal information has been handled).

    Please see our separate Cookies Policy for further information about cookies and online technologies, as well as opting-out and managing your settings.

  7. Contact us


    You can contact us using the details below:

Contact Greencross Group
Phone Petbarn: 1300 655 896
Greencross Vets: 1300 836 036
Healthy Pet Plus: 1800 738 775
You can contact us 8am to 7pm, Monday to Friday (AEST)
9am to 5pm Saturday and Sunday (AEST)
Email Petbarn: info@petbarn.com.au
Greencross Vets: info@greencrossvet.com.au
Healthy Pet Plus: info@healthypetplus.com.au
Postal Address PO Box 6683, North Ryde, NSW 2113