Privacy Policy

ABOUT THIS POLICY

ROAM Pet Co (ROAM, we, us or our) respects your privacy and is committed to handling personal information responsibly and transparently.

This Privacy Policy explains what personal information we may collect, how we use and disclose it, how we protect it, and how you can contact us about your information.

WHAT INFORMATION WE COLLECT

Depending on how you interact with ROAM, we may collect information such as:

your name;
email address and phone number;
billing and delivery address;
order and purchase history;
payment-related information processed through our payment providers;
account details if you create a customer account;
communications with our customer service team;
marketing preferences;
website usage information, device information, IP address, cookies and similar technologies; and
information you provide through competitions, reviews, surveys, creator collaborations or social media interactions.

HOW WE COLLECT INFORMATION

We may collect information when you place an order, sign up to our mailing list, create an account, contact us, enter a promotion, browse our website, interact with our advertising, or otherwise provide information to us.

We may also receive information from service providers and platforms we use to run our business, such as Shopify, payment providers, delivery carriers, analytics providers and advertising platforms.

HOW WE USE PERSONAL INFORMATION

We may use personal information to:

process and fulfil orders;
arrange delivery and provide order updates;
provide customer service and respond to enquiries;
process returns, exchanges and refunds;
manage customer accounts;
prevent fraud and protect our website and customers;
improve our products, website and customer experience;
analyse website and marketing performance;
send marketing communications where permitted and in accordance with your preferences;
administer promotions, giveaways and creator collaborations; and
comply with legal, tax, accounting and regulatory obligations.

MARKETING

If you subscribe to ROAM marketing, we may send you product launches, offers, brand updates and other marketing communications. You can unsubscribe at any time using the unsubscribe link in our emails or by contacting us.

Where SMS marketing is used, [TO CONFIRM provider and consent wording before launch].

COOKIES, ANALYTICS & ADVERTISING

Our website may use cookies and similar technologies to operate the site, remember preferences, understand how visitors use the website and measure or personalise advertising.

We may use services such as Shopify analytics, Google Analytics, Meta technologies and [TO CONFIRM: TikTok Pixel / other tools]. These providers may collect information through cookies or similar technologies in accordance with their own privacy practices.

HOW WE SHARE INFORMATION

We may disclose personal information to third parties where reasonably necessary to operate ROAM, including:

Shopify and ecommerce technology providers;
payment processors;
shipping and fulfilment providers;
email, SMS and customer service platforms;
analytics and advertising platforms;
accountants, advisers and professional service providers; and
government, law enforcement or regulatory bodies where required by law.

We do not sell personal information to third parties for money.

OVERSEAS SERVICE PROVIDERS

Some of the technology and service providers used by ROAM may store or process information outside Australia. The countries involved will depend on the services used at the time. [TO CONFIRM final service provider list before publishing.]

DATA RETENTION & SECURITY

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure. No online system is completely secure, and we cannot guarantee absolute security.

We retain personal information for as long as reasonably necessary for the purposes described in this policy and to meet legal, tax, accounting and business requirements.

ACCESS & CORRECTION

You may contact us to request access to personal information we hold about you or to ask us to correct information that is inaccurate, out of date or incomplete. We may need to verify your identity before responding.

PRIVACY COMPLAINTS

If you have a concern about how we have handled your personal information, please contact us using the details below. We will review your concern and aim to respond within a reasonable timeframe.

YOUR RIGHTS & AUSTRALIAN PRIVACY LAW

Depending on ROAM’s circumstances and the laws that apply to us, we may be subject to the Privacy Act 1988 (Cth) and Australian Privacy Principles. Even where a particular privacy law does not apply to a small business, ROAM aims to follow transparent and responsible privacy practices.

CHANGES TO THIS POLICY

We may update this Privacy Policy from time to time to reflect changes to our business, technology or legal obligations. The latest version will be published on our website with the updated date.