Last updated: 18 June 2025
Louis Pet Co Pty Ltd (89645821109), trading as Louis Pet Co ("Louis Pet Co", "we", "our" or "us"), respects your privacy and is committed to protecting your personal information. We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose, store and protect your personal information when you visit www.louispetco.au (the Site) or otherwise interact with us, including when you purchase our products and services (together, the Services).
By accessing or using our Services, you agree to the terms of this Privacy Policy. If you do not agree, please do not use the Services.
1. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or for legal, regulatory or operational reasons. When we do, we will post the updated version on the Site and revise the "Last updated" date. We encourage you to review the policy periodically.
2. The personal information we collect
The type of personal information we collect depends on how you interact with us. Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. It includes:
2.1 Information you provide directly
- Contact details – name, email address, telephone number, postal or delivery address.
- Account details – username, password and security questions.
- Order and payment details – items purchased, billing and delivery addresses and payment confirmation (full card details are processed securely by our payment provider and are not stored by us).
- Pet profile information – details you provide about your cat such as name, age, breed, weight and dietary needs.
- Communications – enquiries, reviews, survey responses, referrals and any other information you share with us.
2.2 Information we collect automatically
When you browse the Site or use your account we automatically collect certain information using cookies, pixels and similar technologies:
- IP address, browser type, device type, operating system and language settings
- pages viewed, links clicked, referring website, date and time of each visit
- cookie identifiers and other diagnostic information
2.3 Information we receive from third parties
We may receive limited personal information from service providers and business partners such as:
- Shopify – which hosts our online store and supports order management
- Payment processors – who confirm your payment so we can fulfil your order
- Analytics and marketing partners – who help us understand website traffic and deliver advertising
We handle any third‑party information in accordance with this Privacy Policy.
3. How we use your personal information
We use personal information to:
- Provide and improve our Services – process orders, arrange shipping, manage subscriptions and accounts, personalise your experience and develop new products.
- Communicate with you – send order confirmations, shipping updates, respond to enquiries and provide customer support.
- Marketing and promotions – send you news, offers or surveys where you have opted in or where otherwise permitted. You can opt out at any time.
- Analytics and research – monitor Site performance, understand customer preferences and improve our business operations.
- Security and fraud prevention – detect and prevent unauthorised transactions or misuse of our Services.
- Legal compliance – comply with Australian laws, court orders and regulatory requirements.
If you choose not to provide certain requested information we may be unable to supply the products or Services you have asked for.
4. How we disclose personal information
We disclose personal information only as allowed by the Privacy Act. Typical disclosures include:
- Service providers – Shopify (e‑commerce platform), Stripe or other payment gateways, fulfilment warehouses, delivery couriers, IT and cloud hosts, analytics and marketing providers.
- Professional advisers – accountants, lawyers, insurers and auditors.
- Authorities – law enforcement, regulators or courts where required or authorised by law.
- Business transfers – if we merge, sell or restructure our business, personal information may be transferred subject to confidentiality.
We do not sell personal information for money.
5. Overseas disclosures
Some service providers are located outside Australia, including in the United States and other jurisdictions. Where we disclose personal information overseas, we take reasonable steps to ensure the recipient does not breach the APPs (APP 8), for example by using contractual safeguards.
6. Cookies and similar technologies
We use first‑party and third‑party cookies, pixels and local storage to power and improve the Site. Cookies allow us to:
- keep you signed in and remember preferences
- analyse traffic via Google Analytics and Shopify reports
- deliver and measure advertising
Most browsers accept cookies by default but you can disable them in your settings. Some Site features may not function properly without cookies. For details of Shopify‑specific cookies see https://www.shopify.com/legal/cookies.
7. Direct marketing choices
You may receive marketing emails or SMS from us if you opt in, or if you have previously purchased from us and the message relates to similar products. You can unsubscribe at any time using the link in the message or by contacting us.
8. Security and retention
We store personal information on secure servers hosted by reputable providers and in secure paper files. We employ administrative, technical and physical safeguards such as TLS encryption, access controls and regular monitoring.
We retain personal information only as long as necessary for the purposes for which it was collected, or as required by law. When no longer needed, we will take reasonable steps to destroy or de‑identify it.
9. Access, correction and complaints
9.1 Access and correction
You may request access to, or correction of, the personal information we hold about you by contacting us (Section 11). We will respond within a reasonable period, usually 30 days. If we refuse your request we will explain why.
9.2 Complaints
If you believe we have breached the APPs, please contact us first so we can resolve the issue. We will acknowledge your complaint within seven days and aim to respond within 30 days. If you are not satisfied you may complain to the Office of the Australian Information Commissioner (OAIC) at https://www.oaic.gov.au.
10. Children
Our Services are not directed to children under 15 years of age and we do not knowingly collect personal information from children. If you believe we have collected information about a child, please contact us so we can delete it.
11. Contact us
Privacy Officer – Louis Pet Co Pty Ltd
- Email: hello@louispetco.au
- Mail: 1/457–459 Elizabeth Street, Surry Hills NSW 2010, Australia