Privacy Policy - PetVisit

1. Scope and Application

1.1 Policy Coverage

This Privacy Policy applies to:

PetVisit website (www.petvisit.com and all subdomains)
PetVisit mobile applications (iOS and Android)
All related services, tools, and platforms
Offline interactions and communications
Third-party integrations and partner services
Marketing and promotional activities
Customer support and administrative functions

1.2 Legal Framework Compliance

Australian Privacy Act 1988 and Australian Privacy Principles
General Data Protection Regulation (GDPR) for EU residents
California Consumer Privacy Act (CCPA) for California residents
Personal Information Protection and Electronic Documents Act (PIPEDA) for Canadian residents
State and territory privacy legislation across Australia
Industry-specific regulations for veterinary and animal care services

1.3 Definitions and Interpretation

"Personal Information" means any information relating to an identified or identifiable individual
"Sensitive Information" includes health data, biometric data, and other categories requiring special protection
"Processing" means any operation performed on personal information
"Data Controller" means PetVisit as the entity determining purposes and means of processing
"Data Processor" means third parties processing data on our behalf
"Data Subject" means the individual to whom personal information relates

2. Comprehensive Information Collection

2.1 Personal Information Categories

Identity and Contact Information:

Full name, date of birth, gender, nationality
Email addresses (primary and backup)
Telephone numbers (mobile and landline)
Home address, billing address, service addresses
Emergency contact details
Preferred communication methods and languages
Social media profiles and handles (when connected)

Professional Information (Pet Professionals):

Professional qualifications, certifications, and licenses
Educational background and training records
Years of experience and specializations
Business registration numbers and permits
Insurance policy details and coverage amounts
Professional references and recommendations
Background check results (where legally permissible)
Business addresses and service areas
Bank account details for payment processing
Tax identification numbers
Professional portfolio and work samples

Pet and Animal Information:

Pet names, species, breeds, ages, weights
Physical descriptions, photos, and identification markings
Microchip numbers and registration details
Vaccination records and health certificates
Medical history and current health conditions
Behavioral characteristics and training status
Dietary requirements and feeding schedules
Medication schedules and administration instructions
Veterinary contact information
Pet insurance details
Previous care provider information
Emergency procedures and preferences

2.2 Financial and Transaction Information

Payment method details (encrypted and tokenized)
Billing and transaction history
Tax-related information and receipts
Refund and dispute records
Credit assessments and payment behavior
Bank account details for direct deposits
Financial verification documents

2.3 Technical and Usage Information

Device information (type, model, operating system, browser)
IP addresses and geolocation data
Session data and activity logs
Search queries and browsing patterns
App usage statistics and feature interactions
Performance data and error reports
Cookie and tracking technology data
Network connection information
Security event logs and access attempts

2.4 Communication and Interaction Data

Messages exchanged through the Platform
Customer support communications
Survey responses and feedback
Review and rating content
Community forum posts and comments
Video and audio recordings (with consent)
Email open rates and engagement metrics

2.5 Information Collection Methods

Direct Collection: Information you provide during registration, bookings, and communications
Automatic Collection: Technical data collected through cookies, analytics, and monitoring tools
Third-Party Sources: Social media platforms, payment processors, identity verification services
Public Sources: Professional licensing boards, business registries, online directories
Partner Integrations: Veterinary clinics, pet insurance companies, other service providers

3. Detailed Information Usage and Processing

3.1 Primary Business Purposes

Service Delivery and Operations:

Creating and managing user accounts and profiles
Facilitating connections between pet owners and professionals
Processing bookings, payments, and transactions
Providing customer support and resolving issues
Sending service-related communications and notifications
Managing cancellations, refunds, and disputes
Maintaining service quality and safety standards

Safety and Security Operations:

Verifying professional qualifications and credentials
Conducting background checks (where legally permitted)
Monitoring for fraudulent or suspicious activities
Implementing security measures and access controls
Investigating incidents and policy violations
Protecting against cyber threats and attacks
Ensuring compliance with safety regulations

3.2 Platform Improvement and Development

Analyzing usage patterns and user behavior
Developing new features and services
Optimizing platform performance and user experience
Conducting research and data analytics
Testing new technologies and implementations
Personalizing content and recommendations
Improving search and matching algorithms

3.3 Marketing and Communications

Sending promotional offers and service recommendations
Creating targeted advertising campaigns
Analyzing marketing effectiveness and ROI
Building customer personas and segments
Conducting market research and surveys
Managing loyalty programs and rewards
Sharing success stories and testimonials

3.4 Legal and Regulatory Compliance

Meeting legal obligations and regulatory requirements
Responding to law enforcement requests
Maintaining business records and audit trails
Protecting intellectual property rights
Enforcing terms of service and policies
Managing legal disputes and proceedings
Reporting regulatory violations or concerns

3.5 Legal Basis for Processing (GDPR Compliance)

Contract Performance: Processing necessary for service delivery
Legitimate Interests: Platform security, fraud prevention, business operations
Legal Obligation: Compliance with laws and regulations
Consent: Marketing communications and optional features
Vital Interests: Emergency situations and safety protection
Public Interest: Animal welfare and public safety

4. Comprehensive Information Sharing and Disclosure

FUNDAMENTAL PRINCIPLE: We never sell personal information to third parties for commercial purposes. All sharing is conducted under strict contractual obligations and security requirements.

4.1 Sharing with Platform Users

Information Shared with Pet Professionals:

Pet Owner name and verified contact information
Pet information necessary for service delivery
Service location and access instructions
Appointment details and special requirements
Emergency contact information
Previous service history (with consent)
Payment status and method (without financial details)

Information Shared with Pet Owners:

Professional name and verified credentials
Business information and service descriptions
Availability, pricing, and service areas
Reviews, ratings, and performance metrics
Insurance and licensing status
Contact information for confirmed bookings
Background check status (where applicable)

4.2 Third-Party Service Providers

Essential Service Providers:

Payment Processors: Stripe, PayPal, bank payment systems
Cloud Infrastructure: Amazon Web Services, Microsoft Azure, Google Cloud
Communication Services: Twilio, SendGrid, Mailchimp
Analytics Platforms: Google Analytics, Mixpanel, Amplitude
Customer Support: Zendesk, Intercom, LiveChat
Identity Verification: Jumio, Onfido, Persona
Background Checks: Checkr, Sterling Volunteers, ANZABC

4.3 Legal and Regulatory Disclosures

Law Enforcement: When required by court order, warrant, or legal process
Regulatory Authorities: Animal welfare agencies, licensing boards, tax authorities
Emergency Services: During life-threatening situations or imminent harm
Legal Proceedings: In response to subpoenas, litigation holds, or court orders
Government Agencies: For compliance with national security or public safety requirements

4.4 Business Transfer Scenarios

Mergers, acquisitions, or asset sales
Bankruptcy or insolvency proceedings
Corporate restructuring or reorganization
Partnership or joint venture arrangements
Licensing or franchising agreements

4.5 Data Processing Agreements

All third-party processors are bound by comprehensive agreements requiring:

Equivalent security and privacy protections
Purpose limitation and data minimization
Confidentiality and non-disclosure obligations
Incident reporting and breach notification
Right to audit and compliance verification
Secure data deletion upon contract termination
International transfer safeguards where applicable

5. Advanced Data Security and Protection Measures

5.1 Technical Security Controls

Encryption and Cryptography:

AES-256 encryption for data at rest
TLS 1.3 encryption for data in transit
End-to-end encryption for sensitive communications
Key management through Hardware Security Modules (HSMs)
Regular encryption key rotation and updates
Cryptographic hashing for password storage

Access Controls and Authentication:

Multi-factor authentication for all accounts
Role-based access control (RBAC) systems
Principle of least privilege enforcement
Regular access reviews and deprovisioning
Privileged account monitoring and logging
Session timeout and automatic logout
Device trust and certificate-based authentication

5.2 Infrastructure Security

Network Security: Firewalls, intrusion detection systems, DDoS protection
Server Security: Hardened configurations, regular patching, vulnerability scanning
Database Security: Encryption, access logging, query monitoring, backup security
Application Security: Secure coding practices, penetration testing, code reviews
Cloud Security: Multi-region deployment, data residency controls, vendor security assessments

5.3 Monitoring and Incident Response

24/7 security monitoring and threat detection
Automated anomaly detection and alerting
Comprehensive audit logging and retention
Security incident response team and procedures
Forensic analysis capabilities and evidence preservation
Business continuity and disaster recovery plans
Regular security drills and tabletop exercises

5.4 Security Certifications and Standards

ISO 27001 Information Security Management System
SOC 2 Type II compliance for service organizations
PCI DSS compliance for payment processing
OWASP Top 10 security vulnerability assessment
Regular third-party security audits and penetration testing
Industry-specific security frameworks and guidelines

5.5 Employee Security Training

Mandatory security awareness training for all employees
Role-specific privacy and data protection training
Phishing simulation and security testing exercises
Clear desk and clear screen policies
Confidentiality agreements and code of conduct
Background checks for employees with data access

6. Comprehensive Data Breach Response

6.1 Breach Detection and Assessment

Automated monitoring systems for breach detection
Immediate containment and impact assessment procedures
Classification of breach severity and affected data types
Risk assessment for potential harm to individuals
Coordination with cybersecurity and legal teams

6.2 Notification Requirements and Timelines

Regulatory Authorities: Notification within 72 hours (GDPR) or as required by local law
Affected Individuals: Notification without undue delay, typically within 72 hours
Business Partners: Immediate notification if their data is affected
Media and Public: Public disclosure if required by law or if high risk to individuals

6.3 Breach Response Actions

Immediate containment and system isolation
Forensic investigation and evidence preservation
Vulnerability remediation and system hardening
Credit monitoring services for affected individuals
Customer support and communication management
Legal and regulatory compliance coordination
Post-incident review and improvement implementation

6.4 Individual Rights and Remedies

Free credit monitoring and identity theft protection
Assistance with account security and password changes
Regular updates on investigation progress
Compensation where legally required or appropriate
Enhanced monitoring and protection services

7. Comprehensive Privacy Rights and Controls

7.1 Universal Privacy Rights

Right to Information and Access:

Detailed explanation of data processing activities
Copy of all personal information we hold
Information about data sources and recipients
Processing purposes and legal basis
Data retention periods and deletion schedules
Automated decision-making and profiling details

Right to Rectification and Correction:

Correction of inaccurate or incomplete information
Update of outdated or changed information
Addition of missing information or context
Verification of corrected information accuracy

Right to Erasure and Deletion:

Complete account deletion and data removal
Selective deletion of specific information
Secure deletion from all systems and backups
Verification of deletion completion
Third-party notification of deletion requests

7.2 Advanced Privacy Controls

Data Portability: Export data in machine-readable formats
Processing Restriction: Limit how data is processed
Objection Rights: Object to processing for marketing or legitimate interests
Automated Decision-Making: Opt-out of profiling and automated decisions
Consent Withdrawal: Withdraw consent at any time for consent-based processing

7.3 Communication and Marketing Preferences

Granular email communication preferences
SMS and push notification controls
Marketing segment and targeting preferences
Third-party marketing and sharing opt-outs
Frequency and timing preferences
Content type and topic preferences

7.4 Privacy Rights Exercise Process

Online privacy request portal for easy submission
Identity verification to prevent unauthorized requests
Request tracking and status updates
Response within statutory timeframes (typically 30 days)
Appeals process for denied or incomplete requests
Free exercise of rights (fees only for excessive requests)

8. Detailed Data Retention and Deletion

8.1 Retention Periods by Data Category

Account and Profile Information:

Active account data: Retained while account is active
Inactive accounts: Deleted after 3 years of inactivity
Closed accounts: Deleted within 30 days unless legal obligations require longer retention
Professional credentials: Retained for 7 years after account closure for verification purposes

Transaction and Financial Records:

Payment transactions: 7 years for tax and legal compliance
Refund and dispute records: 7 years from resolution
Financial verification documents: 7 years from account closure
Tax-related information: As required by applicable tax laws

Communication and Support Records:

Customer support communications: 3 years from last interaction
Platform messages: 1 year after account closure
Marketing communications: Until opt-out or account closure
Survey responses: 2 years from collection

8.2 Technical Data Retention

Usage analytics: Aggregated and anonymized after 2 years
Security logs: 1 year for incident investigation
Error logs and diagnostics: 6 months for system improvement
Backup data: Automatic deletion according to backup rotation schedules

8.3 Legal Hold and Extended Retention

Data subject to legal proceedings: Retained until case resolution
Regulatory investigation data: Retained until investigation completion
Safety incident records: Retained for 5 years for analysis and prevention
Compliance audit data: Retained according to regulatory requirements

8.4 Secure Deletion Procedures

Multi-pass overwriting for magnetic storage devices
Cryptographic erasure for encrypted data
Physical destruction of storage media when necessary
Certificate of destruction for sensitive data disposal
Third-party deletion verification and confirmation

9. Enhanced Cookie and Tracking Technology Policy

9.1 Comprehensive Cookie Classification

Strictly Necessary Cookies:

Authentication and session management
Security and fraud prevention
Load balancing and performance optimization
GDPR consent management
Shopping cart and booking functionality

Functional Cookies:

Language and region preferences
Accessibility settings and customizations
User interface preferences
Form auto-completion and data persistence
Chat widget and customer support features

Analytics and Performance Cookies:

Google Analytics and similar platforms
Heatmap and user behavior analysis
A/B testing and optimization
Error tracking and performance monitoring
Conversion tracking and funnel analysis

9.2 Third-Party Tracking and Pixels

Social media pixels (Facebook, Instagram, Twitter)
Advertising network tracking (Google Ads, Microsoft Advertising)
Email marketing tracking (open rates, click tracking)
Affiliate program tracking and attribution
Customer support and live chat tracking

9.3 Mobile App Tracking

Device identifiers (IDFA, Google Advertising ID)
App usage analytics and crash reporting
Push notification preferences and delivery
Location services and geofencing
In-app purchase and conversion tracking

9.4 Tracking Control and Opt-Out Options

Granular cookie consent management
Browser-based tracking prevention
Do Not Track signal recognition
Advertising opt-out tools and preferences
Third-party opt-out aggregation services

10. Children's Privacy Protection

10.1 Age Verification and Restrictions

Platform is not intended for individuals under 18 years of age
Age verification during account registration process
Immediate account deletion if underage access is discovered
Parental consent requirements where legally mandated
Special protections for family accounts and shared devices

10.2 COPPA and International Children's Privacy Compliance

Compliance with Children's Online Privacy Protection Act (COPPA)
GDPR Article 8 requirements for children's consent
Australian Privacy Act protections for children
Enhanced security measures for accounts with minors
Parental access rights and control mechanisms

10.3 Reporting and Response Procedures

Clear reporting mechanisms for underage account detection
Immediate investigation and response protocols
Secure deletion of all collected information
Notification to parents or guardians where required
Documentation and compliance record maintenance

11. International Data Transfers and Cross-Border Processing

11.1 Transfer Mechanisms and Safeguards

Adequacy Decisions: Transfers to countries with adequate protection levels
Standard Contractual Clauses: EU Commission-approved transfer contracts
Binding Corporate Rules: Internal data protection policies for group companies
Certification Schemes: Privacy Shield successors and similar frameworks
Code of Conduct: Industry-specific data protection standards

11.2 Data Localization and Residency

Primary data storage in Australian data centers
EU data residency options for European users
Backup and disaster recovery in multiple jurisdictions
Content delivery networks for performance optimization
Cloud service provider geographic restrictions

11.3 Cross-Border Transfer Recipients

Cloud infrastructure providers (AWS, Azure, Google Cloud)
Payment processing services (global payment networks)
Customer support and communication platforms
Analytics and business intelligence services
Professional verification and background check providers

11.4 Transfer Impact Assessments

Regular assessment of transfer destination countries
Monitoring of legal and political developments
Risk evaluation and mitigation strategies
Alternative transfer mechanism implementation
Data subject notification of significant changes

12. Automated Decision-Making and Profiling

12.1 Automated Processing Activities

Professional matching algorithms and recommendations
Fraud detection and risk assessment systems
Dynamic pricing and demand forecasting
Content personalization and user experience optimization
Marketing segmentation and targeting
Customer support routing and prioritization

12.2 Profiling and Data Analysis

User behavior analysis and preference prediction
Professional performance scoring and ranking
Risk profiling for safety and security purposes
Market analysis and trend identification
Quality assurance and service improvement

12.3 Rights and Protections

Right to human review of automated decisions
Explanation of decision-making logic and consequences
Opt-out options for non-essential automated processing
Regular algorithm auditing and bias detection
Transparency about automated processing use

12.4 Algorithmic Transparency and Fairness

Regular bias testing and fairness assessments
Diverse training data and inclusive design practices
Clear criteria and weighting factors disclosure
Appeals process for disputed automated decisions
Continuous monitoring and improvement processes

13. Privacy by Design and Data Protection Impact Assessments

13.1 Privacy by Design Principles

Privacy considerations integrated into system design
Default privacy settings and minimal data collection
End-to-end privacy protection throughout data lifecycle
User-centric design and transparency
Security and privacy controls embedded in architecture

13.2 Data Protection Impact Assessments (DPIAs)

Systematic assessment of high-risk processing activities
Stakeholder consultation and input gathering
Risk identification and mitigation strategy development
Regular review and update of assessment findings
Documentation and compliance record maintenance

13.3 Privacy Engineering and Technical Measures

Data minimization and purpose limitation implementation
Privacy-enhancing technologies (PETs) deployment
Differential privacy and anonymization techniques
Homomorphic encryption for secure computation
Zero-knowledge proof systems for verification

14. Comprehensive Policy Updates and Change Management

14.1 Update Triggers and Procedures

Legal and regulatory requirement changes
Business model or service modifications
Technology platform updates and new features
Industry best practice evolution
User feedback and privacy concern responses

14.2 Notification and Communication

Email notification to all registered users
In-app notifications and prominent website placement
Social media announcements and press releases
Direct communication for significant changes
Multilingual notifications where appropriate

14.3 Transition Periods and Grace Periods

30-day notice period for material changes
Extended notice for changes affecting fundamental rights
Grandfathering provisions for existing users
Opt-out periods for new processing activities
Transition assistance and support resources

14.4 Version Control and Historical Records

Comprehensive version history and change logs
Archive of previous policy versions
Change rationale and impact documentation
User acceptance and acknowledgment tracking
Legal review and approval records

15. Contact Information and Privacy Officer Details

15.1 Data Protection Officer (DPO)

Name: Dr. Sarah Mitchell, CIPP/E, CIPM
Email: dpo@petvisit.com
Phone: +61 2 8765 4322
Address: Data Protection Officer, PetVisit Pty Ltd, Level 15, 123 Pet Care Avenue, Sydney NSW 2000
Office Hours: Monday to Friday, 9:00 AM to 5:00 PM AEST

15.2 Privacy Team Contacts

General Privacy Inquiries: privacy@petvisit.com
Data Subject Rights: rights@petvisit.com
Data Breach Reporting: breach@petvisit.com
Privacy by Design Consultation: design@petvisit.com
Third-Party Privacy Issues: partners@petvisit.com

15.3 Regional Privacy Contacts

European Union Representative: eu-privacy@petvisit.com
United Kingdom Representative: uk-privacy@petvisit.com
California Consumer Privacy Act: ccpa@petvisit.com
Canadian Privacy Inquiries: canada-privacy@petvisit.com

15.4 Regulatory Authority Contacts

Australian Privacy Commissioner: Office of the Australian Information Commissioner (OAIC)
EU Data Protection Authorities: Contact details available at edpb.europa.eu
UK Information Commissioner's Office: ico.org.uk
California Privacy Protection Agency: cppa.ca.gov

15.5 Response Times and Service Level Agreements

Privacy Rights Requests: 30 days maximum response time
Data Breach Notifications: 72 hours for regulatory authorities, without undue delay for individuals
General Inquiries: 5 business days response time
Urgent Privacy Matters: 24-48 hours response time
Complex Investigations: Up to 90 days with regular updates