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Privacy policy

Last updated: 17 October 2026

1. About this policy

This Privacy Policy explains how Gentle Labs Pty Ltd (ABN 45 696 019 673), trading as Gentle Pet ("Gentle Pet", "we", "us" or "our"), collects, uses, shares and protects your personal information when you visit gentlepet.co, buy from us, or otherwise interact with us.

We are committed to handling your personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth). By using our website or placing an order, you acknowledge that your personal information will be handled as described in this policy.

2. The personal information we collect

Depending on how you interact with us, we may collect:

  • Contact details, such as your name, email address, phone number, and billing and delivery addresses.
  • Order and subscription details, such as the products you buy, your order history, subscription preferences, and any returns or guarantee claims.
  • Payment information, such as the payment method used and transaction details. Card payments are processed securely by our payment providers, and we do not store your full card details.
  • Account information, such as your login details and preferences, if you create a customer account.
  • Communications, such as messages you send through our contact form, your feedback, and reviews you submit.
  • Information about your dog that you choose to share with us, for example in a review or support request.
  • Marketing preferences, such as whether you have subscribed to our emails or SMS.
  • Device and usage information, such as your IP address, browser and device type, the pages you view, how you arrived at our website, and how you interact with it.

We do not intentionally collect sensitive information, such as health information about you. Please do not include sensitive information in messages or reviews.

3. How we collect your personal information

We collect personal information:

  • directly from you, when you place an order, create an account, subscribe to our emails, submit a review or contact us;
  • automatically, through cookies, pixels and similar technologies when you use our website (see section 6); and
  • from third parties, such as our payment providers, delivery partners and advertising platforms, where they share information with us in connection with our services.

You can browse our website without giving us your name or contact details, but we need certain information to process an order or respond to an enquiry.

4. How we use your personal information

We use your personal information to:

  • process, deliver and support your orders and subscriptions;
  • respond to your enquiries and provide customer support;
  • process refunds, returns and money-back guarantee claims, and apply our fair use terms;
  • detect and prevent fraud and misuse of our website and offers;
  • send you marketing communications, where you have agreed to receive them;
  • show you relevant advertising on other platforms and measure how well our advertising performs;
  • publish reviews you submit;
  • understand how our website is used, so we can improve it and our products; and
  • comply with our legal obligations, such as tax and accounting requirements.

5. Marketing emails and SMS

We only send you marketing emails or SMS messages if you have agreed to receive them, in line with the Spam Act 2003 (Cth). Every marketing message identifies us as the sender and includes a simple way to unsubscribe. We will process your request within five business days.

Even if you unsubscribe from marketing, we will still send you messages about your orders, subscription or account.

6. Cookies, pixels and advertising

Our website uses cookies, pixels and similar technologies to make the website work, remember your cart and preferences, understand how visitors use the site, and measure and personalise our advertising.

We use advertising and measurement tools provided by platforms including Meta (Facebook and Instagram), TikTok and Google (including YouTube). These tools may collect information about your visit, such as the pages you view and the products you add to your cart, so we can show you relevant ads on those platforms and understand which ads are effective. These platforms handle this information in accordance with their own privacy policies.

We partner with Microsoft Clarity and Microsoft Advertising to understand how you use and interact with our website, through behavioural metrics, heatmaps and session recordings that show how pages are viewed, scrolled and clicked, so we can improve and market our products. Website usage data is captured using first-party and third-party cookies and other tracking technologies to understand which products are popular and how visitors use our website. We also use this information for site optimisation, fraud and security purposes, and advertising. Clarity masks sensitive information, such as payment details. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

You can control or delete cookies through your browser settings, and manage personalised advertising through your ad preferences in your Meta, TikTok and Google accounts. If you block cookies, some parts of our website, such as your cart, may not work properly.

7. Who we share your personal information with

We share personal information only as needed for the purposes described in this policy, including with:

  • our ecommerce platform, Shopify, which hosts our online store and helps process payments;
  • payment providers, to process transactions and help prevent fraud;
  • delivery partners, such as Australia Post, to deliver your orders and provide tracking;
  • technology and service providers that help us run our business, such as email and SMS, subscription management, customer reviews and website analytics providers;
  • advertising platforms, such as Meta (Facebook and Instagram), TikTok, Google (including YouTube) and Microsoft, for advertising and measurement;
  • professional advisers, such as accountants and lawyers, where necessary;
  • government agencies, regulators or law enforcement, where required or authorised by law; and
  • a buyer or successor, if our business or its assets are sold or restructured.

We require our service providers to handle your personal information securely and only for the purposes we engage them for. We do not sell your personal information.

Shopify is responsible for some of the processing of personal information collected through our store. To learn more, see the Shopify Consumer Privacy Policy.

8. Overseas disclosure

Some of our service providers store or process personal information outside Australia. Because these providers use global infrastructure and their data locations can change, it is not practicable for us to list every country where your information may be held. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled in a way that is consistent with the Australian Privacy Principles.

9. Storage, security and retention

We store personal information using secure, reputable systems, including Shopify's platform, and limit access to people who need it to do their work. While we take reasonable steps to protect your information from misuse, loss and unauthorised access, no method of transmission or storage is completely secure.

We keep personal information only for as long as we need it for the purposes in this policy, or as required by law. For example, we keep transaction records for at least five years to meet tax obligations. When we no longer need information, we take reasonable steps to delete or de-identify it.

10. Data breaches

If we become aware of a data breach involving your personal information that is likely to result in serious harm, we will notify you as soon as practicable and, where required, the Office of the Australian Information Commissioner, and take steps to contain the breach and reduce any harm.

11. Accessing and correcting your information

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. You can also update many of your details through your customer account, if you have one.

To make a request, contact us using the details in section 15. We may need to verify your identity before responding, and we aim to respond within 30 days. We will not charge you for making a request. If we are unable to give you access or make a correction, we will explain why.

12. Automated decisions

We do not make decisions that significantly affect you using automated processes alone. Our payment providers may use automated checks to help detect fraudulent orders. If you believe your order was cancelled or declined in error, please contact us and we will review it.

13. Children

Our website and products are intended for adults. We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, please contact us and we will delete it.

14. Complaints

If you have a concern about how we have handled your personal information, please contact us using the details in section 15. We will acknowledge your complaint, investigate it, and aim to respond within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

15. Contact us

For privacy questions, access or correction requests, or complaints, please contact us through the form on our Customer Support page, or write to us at:

Privacy Contact
Gentle Labs Pty Ltd trading as Gentle Pet
ABN 45 696 019 673
1/457-459 Elizabeth Street, Surry Hills NSW 2010, Australia

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices or the law. The updated policy will be published on this page with a new "Last updated" date.