Privacy Policy

Last updated: 25 October 2026

Placid Pets & Rural Supplies is operated by Placid Group Australia PTY LTD, a Queensland company (“we”, “us”, “our”). We respect your privacy and handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy explains, in plain English, what we collect, why, and the choices you have.

1. What we collect

• Your details: name, email address, phone number, billing and delivery addresses.
• Orders: what you buy, order history, delivery or pickup choices and communications with us.
• Pet profiles: details you choose to add about your pets, such as name, species, breed, age, weight, current food, allergies and photos.
• Pet Pantry subscriptions: the products, frequency, discounts, next delivery dates and the status of your subscription (active, paused or cancelled).
• Social sign-in: if you sign in with Google, Facebook or Apple, we receive only your name, email address and profile picture. We never receive your password for those services, and we do not post to your accounts.
• Community posts: photos, stories, comments and likes you choose to share.
• Technical information: IP address, browser and device type, and pages visited, collected through cookies and similar technologies.

You can browse our site without giving us personal information, but we need some details to process orders, subscriptions and accounts. You may deal with us anonymously or using a pseudonym where that is practical (for example, when asking a general question).

2. How we use your information

• To process, deliver and support your orders, pickups, returns and refunds.
• To run your account, pet profiles and Pet Pantry subscriptions, including charging your saved payment method on each delivery date you have agreed to.
• To recommend suitable foods, products and pack sizes for your pets.
• To run and moderate our pet community.
• To send service messages, such as order confirmations, delivery updates and subscription reminders.
• To send marketing if you have agreed to receive it (see section 6).
• To keep our site secure, prevent fraud and spam, and improve our products and website.
• To meet our legal obligations, such as tax and accounting records.

3. Payments

Payments are processed by Stripe (including card payments, Afterpay, Klarna, Apple Pay and Google Pay), PayPal, and Square (in our physical store). Your card details go directly to these providers. We do not see or store your full card number. For subscriptions, Stripe securely stores your card and gives us a reference so we can charge the agreed amount on each delivery date. These providers handle your information under their own privacy policies.

4. Who we share information with

We only share personal information as needed to run our business, with:

• payment providers (Stripe, PayPal, Square);
• our website hosting provider, DigitalOcean, which hosts our website and its database;
• delivery and courier partners, and suppliers who send orders directly to you (name, delivery address and phone only);
• sign-in providers (Google, Facebook, Apple) when you choose to use them;
• professional advisers, and government or law enforcement bodies where required or authorised by law.

We do not sell your personal information.

5. Cookies and analytics

We use cookies to keep you signed in, remember your cart, secure checkout and understand how our site is used. Payment and sign-in providers may also set cookies. We may use analytics tools that collect information about site usage in an aggregated way. You can block or delete cookies in your browser settings, but parts of the site, such as the cart and checkout, may not work without them.

6. Marketing and opting out

We will only send marketing emails or messages if you have agreed to them. You can opt out at any time by using the unsubscribe link in any marketing email, changing your preferences in your account, or contacting us. We will still send essential service messages about your orders and subscriptions.

7. Community posts

If you choose to share photos, stories or comments in our pet community, that content will be public and visible to other visitors under your display name. We never show your address, email or phone number. Posts are reviewed before they appear, and you can report content you think is inappropriate. Please don’t include personal details (yours or anyone else’s) in posts or photos. You can ask us to remove your posts at any time.

8. Keeping your information secure

We take reasonable steps to protect your information from misuse, loss and unauthorised access. These include encrypted (HTTPS) connections, a firewall, login protection against repeated attempts, restricted administrator access, and keeping card handling with certified payment providers. No online system is completely secure, so please use a strong, unique password. If a data breach is likely to cause serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

9. How long we keep it

We keep your information only as long as we need it for the purposes above. Order and payment records are kept for as long as Australian tax law requires (generally 5 years). Account, pet profile and subscription information is kept while your account is open. When we no longer need information, we delete or de-identify it.

10. Accessing and correcting your information

You can view and update most of your details, addresses, pet profiles and subscriptions in My Account. You can also ask us for a copy of the personal information we hold about you, or ask us to correct it. We will respond within a reasonable time (usually 30 days) and won’t charge you for making a request. If we refuse a request, we will tell you why.

11. Deleting your account and social sign-in data

You can ask us to delete your account at any time by contacting us. We will cancel any active subscriptions and delete your profile, pet profiles, photos and community posts, together with the name, email and profile picture received from Google, Facebook or Apple. We may need to keep order records for legal and tax reasons. You can also remove our access from your Google, Facebook or Apple account settings at any time.

12. Overseas disclosure

Our website is hosted in Australia (Sydney). Some of our service providers, including Stripe, PayPal, Square, Google, Facebook (Meta) and Apple, may store or process information overseas, including in the United States, Ireland and other countries. We take reasonable steps to ensure these providers handle personal information in a way that is consistent with the Australian Privacy Principles.

13. Complaints

If you have a concern about how we have handled your personal information, please contact us first and we will try to resolve it within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

14. Contact us

For privacy questions, requests or complaints, please contact Placid Group Australia PTY LTD through our website.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.