PRIVACY POLICY

PRIVACY POLICY

Effective Date: January 15, 2025

1. INTRODUCTION

AFL Group (ABN: 33 688 460 273), trading as Paws Haven (“we,” “us,” “our”), is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.pawshaven.com.au or make a purchase from our online store.

This policy is prepared in accordance with:

• • Privacy Act 1988 (Cth)

• • Australian Privacy Principles (APPs)

• • General Data Protection Regulation (GDPR) where applicable

• • Spam Act 2003

By using our Website or services, you consent to the practices described in this Privacy Policy.

Our Contact Information:
Paws Haven – AFL Group
ABN: 33 688 460 273
Email: info@pawshaven.com.au
Phone: 1300 179 856
Address: Sydney, New South Wales, Australia, 2000

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2. INFORMATION WE COLLECT

2.1 Personal Information

Information You Provide Directly:

When you interact with our Website, we may collect:

Account Registration:

• • Full name

• • Email address

• • Password (encrypted)

• • Date of birth (optional)

• • Gender (optional)

Purchase Information:

• • Billing name and address

• • Shipping/delivery address

• • Phone number (mobile and/or landline)

• • Email address for order communications

Payment Information:

• • Credit/debit card details (processed securely by third-party payment processors)

• • PayPal account information

• • Afterpay or other payment service details

Customer Service Communications:

• • Inquiry details and correspondence

• • Feedback and reviews

• • Survey responses

• • Complaint information

• • Returns and warranty claims

Marketing Preferences:

• • Newsletter subscription status

• • Communication preferences

• • Product interests

2.2 Automatically Collected Information

Technical Information:

• • IP address

• • Browser type and version

• • Operating system

• • Device information (mobile, tablet, desktop)

• • Screen resolution

• • Time zone settings

Usage Data:

• • Pages visited and time spent on pages

• • Clickstream data

• • Search queries within our Website

• • Referral source (how you arrived at our Website)

• • Exit pages

• • Date and time of visits

Location Data:

• • Approximate geographic location based on IP address

• • Delivery location (when provided)

Cookies and Tracking Technologies:

• • Cookie identifiers

• • Pixel tags and web beacons

• • Local storage data

For detailed information about our use of cookies, please refer to our Cookie Policy.

2.3 Information from Third Parties

We may receive information about you from:

Payment Processors:

• • Transaction verification

• • Fraud prevention data

• • Payment confirmation

Delivery Services:

• • Delivery confirmation

• • Tracking information

• • Delivery feedback

Social Media Platforms:

• • If you interact with our social media pages

• • When you use social login features

• • Public profile information (with your permission)

Marketing Partners:

• • Aggregated demographic data

• • Interest-based advertising information

Credit Reporting Agencies:

• • For fraud prevention (in specific circumstances)

2.4 Sensitive Information

We do not actively seek to collect sensitive information such as:

• • Health information

• • Racial or ethnic origin

• • Political opinions

• • Religious beliefs

• • Sexual orientation

• • Criminal records

If you voluntarily provide sensitive information (e.g., in a customer service inquiry), we will handle it in accordance with the Australian Privacy Principles and only use it for the purpose for which it was provided.

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3. HOW WE USE YOUR INFORMATION

3.1 Primary Purposes

Order Processing and Fulfillment:

• • Process and complete your purchases

• • Verify payment information

• • Arrange delivery and shipping

• • Send order confirmations and updates

• • Provide customer support for orders

Account Management:

• • Create and maintain your customer account

• • Enable access to account features

• • Store order history and preferences

• • Manage wish lists and saved items

Customer Service:

• • Respond to inquiries and requests

• • Process returns, exchanges, and warranties

• • Handle complaints and resolve issues

• • Provide product information and support

Legal and Compliance:

• • Comply with legal obligations

• • Enforce our Terms and Conditions

• • Protect against fraud and abuse

• • Maintain records as required by law

• • Respond to legal requests and court orders

3.2 Secondary Purposes (With Consent)

Marketing Communications:

• • Send promotional emails and newsletters

• • Provide personalized product recommendations

• • Notify you of sales, special offers, and new products

• • Conduct customer satisfaction surveys

• • Share information about our brand and services

Website Improvement:

• • Analyze usage patterns and trends

• • Improve Website functionality and user experience

• • Test new features and services

• • Optimize Website performance

Personalization:

• • Customize your shopping experience

• • Display relevant product recommendations

• • Remember your preferences and settings

• • Tailor content based on your interests

Advertising:

• • Display targeted advertisements

• • Measure advertising effectiveness

• • Conduct retargeting campaigns

• • Analytics and attribution

3.3 Aggregated and De-identified Data

We may use aggregated, anonymized, or de-identified data for:

• • Business analytics and reporting

• • Market research

• • Trend analysis

• • Product development

• • Industry benchmarking

This data cannot identify you personally and may be used or shared without restriction.

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4. DISCLOSURE OF YOUR INFORMATION

4.1 Service Providers

We share your information with trusted third-party service providers who assist us in operating our business:

Payment Processing:

• • Stripe, PayPal, Afterpay, and other payment gateways

• • Fraud detection services

• • Payment verification services

Shipping and Logistics:

• • Australia Post

• • CouriersPlease

• • TNT Express

• • StarTrack

• • Other courier and freight services

Technology Services:

• • Website hosting providers

• • Cloud storage services (AWS, Google Cloud)

• • Email service providers (MailChimp, SendGrid)

• • Customer relationship management (CRM) systems

• • Analytics platforms (Google Analytics)

Marketing Services:

• • Email marketing platforms

• • Social media advertising partners (Facebook, Instagram, Google)

• • Marketing automation tools

• • Retargeting service providers

Customer Service:

• • Help desk software providers

• • Live chat service providers

• • Call center services

Professional Advisors:

• • Legal counsel

• • Accountants and auditors

• • Business consultants

• • Insurance providers

All service providers are contractually obligated to:

• • Protect the confidentiality of your information

• • Use information only for specified purposes

• • Comply with applicable privacy laws

• • Implement appropriate security measures

4.2 Business Transfers

In the event of:

• • Merger, acquisition, or sale of all or part of our business

• • Corporate restructuring

• • Bankruptcy or insolvency proceedings

Your information may be transferred to the acquiring entity, subject to the same privacy protections outlined in this policy.

4.3 Legal Requirements

We may disclose your information when required or permitted by law:

• • To comply with court orders or subpoenas

• • In response to lawful requests by public authorities

• • To enforce our Terms and Conditions

• • To protect our rights, property, or safety

• • To prevent fraud or illegal activity

• • To protect the rights and safety of others

• • In connection with legal proceedings

4.4 With Your Consent

We may share your information with third parties when you have provided explicit consent, such as:

• • Participating in promotional campaigns

• • Referring a friend

• • Leaving product reviews on third-party platforms

• • Engaging with social media integrations

4.5 AFL Group Entities

We may share information within the AFL Group family of companies for:

• • Administrative purposes

• • Consolidated reporting

• • Shared services

• • Internal analytics

All AFL Group entities adhere to this Privacy Policy or equivalent privacy protections.

4.6 What We Don’t Do

We DO NOT:

• • Sell your personal information to third parties

• • Share your information for third-party marketing without consent

• • Disclose sensitive information without proper safeguards

• • Transfer information overseas without appropriate protections (see Section 9)

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5. DATA SECURITY

5.1 Security Measures

We implement industry-standard security measures to protect your information:

Technical Safeguards:

• • SSL/TLS encryption for data transmission

• • Secure Socket Layer (SSL) certificates

• • Encrypted data storage

• • Firewall protection

• • Regular security audits and vulnerability assessments

• • Intrusion detection and prevention systems

• • Secure backup systems

Access Controls:

• • Role-based access limitations

• • Multi-factor authentication for staff

• • Regular access reviews

• • Immediate revocation of access for former employees

Organizational Measures:

• • Privacy and security training for staff

• • Confidentiality agreements

• • Clear data handling procedures

• • Incident response protocols

• • Regular policy reviews

Payment Security:

• • PCI DSS (Payment Card Industry Data Security Standard) compliance

• • Tokenization of payment information

• • Third-party payment processor security

• • No storage of complete credit card details on our servers

5.2 Your Responsibilities

To help protect your information:

• • Choose a strong, unique password

• • Keep your password confidential

• • Log out after using shared devices

• • Enable two-factor authentication if available

• • Monitor your account for suspicious activity

• • Report unauthorized access immediately

5.3 Security Limitations

While we implement robust security measures:

• • No system is completely secure

• • Internet transmission carries inherent risks

• • We cannot guarantee absolute security

• • You transmit information at your own risk

5.4 Data Breaches

In the event of a data breach that is likely to result in serious harm:

• • We will notify affected individuals as required by law

• • We will notify the Office of the Australian Information Commissioner (OAIC)

• • We will take immediate steps to contain and remediate the breach

• • We will provide guidance on protective measures you can take

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6. DATA RETENTION

6.1 Retention Periods

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.

Active Accounts:

• • Information retained while your account is active

• • Regular updates as you interact with our services

Inactive Accounts:

• • After 3 years of inactivity, we may contact you to confirm your preferences

• • After 5 years of inactivity, we may anonymize or delete your account data

Order Information:

• • Transaction records retained for 7 years (for tax and accounting purposes)

• • Warranty and support records retained according to warranty periods

Marketing Data:

• • Retained until you unsubscribe or withdraw consent

• • Suppression lists maintained indefinitely to honor opt-out requests

Legal Requirements:

• • Some information must be retained to comply with legal obligations

• • Financial records retained for statutory periods

• • Information relevant to ongoing legal matters retained until resolution

6.2 Deletion Procedures

When information is no longer required:

• • Personal identifiers are removed or anonymized

• • Data is securely deleted or destroyed

• • Backup systems are purged according to retention schedules

• • Third-party service providers are instructed to delete data

6.3 Exceptions

Some information may be retained longer:

• • To resolve disputes

• • To enforce agreements

• • For legitimate business purposes

• • As required by law

• • In aggregated, anonymized form for analytics

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7. YOUR PRIVACY RIGHTS

Under Australian Privacy Law, you have the following rights:

7.1 Right to Access

You have the right to:

• • Request a copy of the personal information we hold about you

• • Receive information about how we use your data

• • Understand who we share your data with

How to Request Access:

• • Email: info@pawshaven.com.au

• • Subject line: “Privacy Access Request”

• • Provide proof of identity

• • Specify the information you’re requesting

Response Timeline:

• • We will respond within 30 days

• • Complex requests may require additional time

• • We will notify you of any delays

Access Fees:

• • Generally provided free of charge

• • Reasonable fees may apply for extensive requests

• • We will notify you of any fees in advance

7.2 Right to Correction

You have the right to:

• • Request correction of inaccurate information

• • Update outdated information

• • Complete incomplete information

How to Request Correction:

• • Update your account information directly

• • Contact info@pawshaven.com.au

• • Provide corrected information and supporting documentation

If we disagree about accuracy, we will:

• • Provide reasons for our position

• • Make a note of your requested correction

• • Notify third parties who received the information

7.3 Right to Deletion

You have the right to request deletion of your personal information in certain circumstances:

• • Information no longer necessary for its purpose

• • You withdraw consent (where consent was the basis for processing)

• • You object to processing and there are no overriding legitimate grounds

• • Information was unlawfully processed

• • Deletion required to comply with legal obligations

Limitations:

• • We may retain information required by law

• • We may retain information needed for legal claims

• • Some information may be retained in aggregated form

How to Request Deletion:

• • Email: info@pawshaven.com.au

• • Subject line: “Account Deletion Request”

• • Confirm your identity

• • Specify what you want deleted

7.4 Right to Object and Opt-Out

Marketing Communications:

• • Unsubscribe via link in any email

• • Update preferences in your account settings

• • Email info@pawshaven.com.au

• • Call 1300 179 856

Cookies and Tracking:

• • Adjust browser settings

• • Use opt-out tools (see Cookie Policy)

• • Disable specific cookie categories

Data Processing:

• • Object to processing based on legitimate interests

• • Object to profiling and automated decision-making

7.5 Right to Data Portability

Where technically feasible, you can request:

• • A copy of your data in a structured, commonly used format

• • Transfer of your data to another service provider

7.6 Right to Complain

If you believe we have breached your privacy rights:

Contact Us First:

• • Email: info@pawshaven.com.au

• • Phone: 1300 179 856

• • We will investigate and respond within 30 days

External Complaints:

Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Mail: GPO Box 5288, Sydney NSW 2001

Other Relevant Authorities:

• • Australian Competition and Consumer Commission (ACCC)

• • State and territory consumer protection agencies

• • Telecommunications Industry Ombudsman (for telecommunications issues)

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8. COOKIES AND TRACKING TECHNOLOGIES

We use cookies and similar tracking technologies to enhance your experience on our Website. For detailed information, please refer to our Cookie Policy.

8.1 Types of Tracking Technologies

Cookies: Small text files stored on your device

Web Beacons: Tiny graphics (also called pixel tags) embedded in emails or web pages

Local Storage: Data stored in your browser for functionality

Session Storage: Temporary storage cleared when you close your browser

8.2 Categories of Cookies

Essential Cookies:

• • Shopping cart functionality

• • Secure login

• • Session management

• • Payment processing

Performance Cookies:

• • Analytics and statistics

• • Error reporting

• • Page load times

• • User journey analysis

Functional Cookies:

• • Language preferences

• • Region settings

• • Remembering your preferences

• • Enhanced features

Advertising Cookies:

• • Targeted advertisements

• • Retargeting campaigns

• • Ad effectiveness measurement

• • Cross-site tracking

8.3 Third-Party Cookies

We use cookies from:

• • Google Analytics

• • Facebook Pixel

• • Google Ads

• • Payment processors

• • Social media platforms

8.4 Managing Cookies

You can control cookies through:

• • Browser settings

• • Cookie preference tools on our Website

• • Third-party opt-out mechanisms

• • Privacy browser extensions

Note: Disabling essential cookies may affect Website functionality.

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9. INTERNATIONAL DATA TRANSFERS

9.1 Overseas Disclosure

Paws Haven primarily operates within Australia. However, some of our service providers are located overseas, which may result in your information being transferred to:

United States:

• • Cloud hosting services (AWS, Google Cloud)

• • Email service providers

• • Analytics platforms

• • Payment processors

European Union:

• • Some technology service providers

• • Marketing platforms

Singapore:

• • Regional data centers

• • Backup storage facilities

Other Locations:

• • As required for specific services or transactions

9.2 Safeguards

When transferring information overseas, we ensure:

• • Service providers comply with privacy laws comparable to Australian standards

• • Contractual obligations require adequate data protection

• • EU-based transfers comply with GDPR requirements

• • Data transfer mechanisms approved by OAIC are used

• • Encryption during transit

9.3 Your Consent

By using our Website and services, you consent to:

• • Transfer of your information to these countries

• • Processing by overseas service providers

• • Storage on overseas servers

You acknowledge that:

• • Overseas countries may have different privacy laws

• • You may have different rights in those jurisdictions

• • It may be difficult to enforce Australian privacy laws overseas

If you do not consent to overseas transfers, you may be unable to use certain services.

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10. CHILDREN’S PRIVACY

10.1 Age Restrictions

Paws Haven’s services are intended for adults aged 18 and over. We do not knowingly:

• • Collect information from children under 18

• • Market to children

• • Allow children to create accounts

10.2 Parental Consent

If you are under 18:

• • You must obtain parental or guardian consent before using our Website

• • Your parent or guardian must create the account

• • Your parent or guardian is responsible for all transactions

10.3 If We Discover Child Information

If we become aware that we have inadvertently collected information from a child under 18 without proper consent:

• • We will take steps to delete the information as quickly as possible

• • We will close any accounts created

• • We will notify parents/guardians if identifiable

Parents/Guardians:
If you believe your child has provided information to us, please contact:
Email: info@pawshaven.com.au
Phone: 1300 179 856

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11. MARKETING COMMUNICATIONS

11.1 Types of Communications

With your consent, we may send:

Promotional Emails:

• • New product announcements

• • Sales and special offers

• • Exclusive discounts

• • Seasonal campaigns

Newsletters:

• • Styling tips and inspiration

• • Home décor trends

• • Product care advice

• • Company updates

Transactional Emails:

• • Order confirmations

• • Shipping notifications

• • Delivery updates

• • Returns and refunds information

• • Account notifications

Surveys and Feedback:

• • Customer satisfaction surveys

• • Product reviews requests

• • Service improvement feedback

11.2 Communication Preferences

You can control marketing communications through:

• • Account settings

• • Unsubscribe links in emails

• • Contacting customer service

Note: You cannot opt out of essential transactional emails related to your orders or account.

11.3 Consent

We obtain consent for marketing communications when you:

• • Create an account (opt-in checkbox)

• • Make a purchase (opt-in at checkout)

• • Subscribe to our newsletter

• • Enter a competition or promotion

11.4 Spam Act Compliance

We comply with the Spam Act 2003 by:

• • Obtaining consent before sending commercial emails

• • Including clear identification in all emails

• • Providing functional unsubscribe mechanisms

• • Honoring opt-out requests within 5 business days

• • Maintaining accurate sender information

11.5 Unsubscribing

To unsubscribe from marketing emails:

• • Click “Unsubscribe” at the bottom of any email

• • Log in to your account and update preferences

• • Email info@pawshaven.com.au with “Unsubscribe” in subject line

• • Call 1300 179 856

Processing:

• • Opt-out requests honored within 5 business days

• • You may receive emails already in queue

• • Transactional emails will continue as necessary

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12. SOCIAL MEDIA AND THIRD-PARTY LINKS

12.1 Social Media Platforms

We maintain presence on:

• • Facebook

• • Instagram

• • Pinterest

• • YouTube

• • LinkedIn

When you interact with our social media:

• • You’re subject to the platform’s privacy policy

• • Information may be shared with the platform

• • We may collect publicly available information

• • Your interactions may be visible to others

12.2 Social Login

If you use social media to log in:

• • We receive basic profile information

• • You can control what information is shared

• • Review platform permissions carefully

• • You can disconnect social login at any time

12.3 Third-Party Links

Our Website may contain links to:

• • Partner websites

• • Affiliate sites

• • Payment processors

• • Shipping tracking systems

• • Product manufacturers

Important:

• • We are not responsible for third-party privacy practices

• • Review their privacy policies independently

• • We do not control third-party content or data handling

• • Links do not imply endorsement

12.4 User-Generated Content

If you post reviews, comments, or photos:

• • Content may be publicly visible

• • We may use content in marketing materials

• • You grant us license to use, reproduce, and display content

• • Do not include sensitive personal information

• • You’re responsible for content you post

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13. ANALYTICS AND ADVERTISING

13.1 Analytics Services

We use analytics tools to understand Website usage:

Google Analytics:

• • Traffic analysis

• • User behavior tracking

• • Conversion tracking

• • Demographic insights

Hotjar:

• • Heatmaps and session recordings

• • User experience analysis

• • Feedback collection

Opt-Out:

• • Google Analytics Opt-out Browser Add-on

• • Browser Do Not Track settings

• • Cookie preference controls

13.2 Advertising Practices

Targeted Advertising:
We may display personalized ads based on:

• • Browsing history

• • Purchase history

• • Demographic information

• • Inferred interests

Advertising Partners:

• • Google Ads

• • Facebook/Instagram Ads

• • Retargeting platforms

• • Affiliate networks

Retargeting:

• • We may show ads to Website visitors on other sites

• • Based on products viewed or cart abandonment

• • Managed through cookies and pixels

13.3 Advertising Opt-Out

To opt out of targeted advertising:

Industry Opt-Out Tools:

• • Digital Advertising Alliance: www.youradchoices.com.au

• • Network Advertising Initiative: www.networkadvertising.org/choices

• • European Interactive Digital Advertising Alliance: www.youronlinechoices.eu

Platform-Specific:

• • Google Ads Settings: adssettings.google.com

• • Facebook Ad Preferences: www.facebook.com/ads/preferences

• • Instagram: Through Facebook settings

Browser Controls:

• • Enable Do Not Track

• • Use privacy-focused browsers

• • Install ad-blocking extensions

Note: Opting out doesn’t eliminate ads, but they will be less relevant to your interests.

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14. ACCOUNT SECURITY

14.1 Password Security

Creating Strong Passwords:

• • Minimum 8 characters

• • Mix of uppercase and lowercase letters

• • Include numbers and symbols

• • Avoid personal information

• • Don’t reuse passwords across sites

Password Management:

• • Change passwords regularly

• • Never share your password

• • Use unique passwords for each account

• • Consider a password manager

14.2 Account Protection

Security Features:

• • Secure password reset process

• • Email verification for account changes

• • Activity monitoring for suspicious behavior

• • Automatic logout after inactivity

Your Responsibilities:

• • Keep login credentials confidential

• • Don’t share accounts

• • Log out on shared devices

• • Report suspicious activity immediately

14.3 Suspicious Activity

Warning Signs:

• • Unrecognized purchases

• • Password change notifications you didn’t initiate

• • Unfamiliar delivery addresses

• • Unexpected account emails

If You Suspect Compromise:

1. 1. Change your password immediately

1. 1. Contact us at info@pawshaven.com.au or 1300 179 856

1. 1. Review account activity

1. 1. Check linked payment methods

1. 1. Consider credit monitoring

14.4 Two-Factor Authentication

Where available:

• • Enable for additional security

• • Use authenticator apps

• • Keep backup codes secure

• • Update contact information for verification

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15. PRIVACY POLICY UPDATES

15.1 Changes to This Policy

We may update this Privacy Policy to reflect:

• • Changes in laws or regulations

• • New business practices

• • Technological developments

• • Enhanced security measures

• • Customer feedback

15.2 Notification of Changes

For material changes, we will:

• • Email registered users

• • Display prominent notice on our Website

• • Update the “Effective Date” at the top of this policy

• • Provide 30 days’ notice where practical

For minor changes:

• • Update the policy with new effective date

• • Post notice on our Website

15.3 Your Continued Use

Continued use of our Website after changes constitutes acceptance of the updated Privacy Policy. If you disagree with changes:

• • Discontinue use of our services

• • Close your account

• • Contact us to discuss concerns

15.4 Review History

We recommend reviewing this Privacy Policy periodically to stay informed about how we protect your information.

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16. SPECIFIC PRIVACY SCENARIOS

16.1 Product Reviews

When you submit product reviews:

• • Name or username may be publicly displayed

• • Review content is publicly visible

• • Purchase verification may be indicated

• • We may use reviews in marketing materials

• • You can request removal of reviews

Privacy Tips:

• • Don’t include personal information in reviews

• • Use a username instead of full name

• • Avoid sharing identifiable details

16.2 Wishlists and Gift Registries

If you create wishlists or registries:

• • You control privacy settings (public/private)

• • Shared lists may be visible to recipients

• • Email addresses of gift purchasers may be shared

• • Delivery addresses shared as necessary

16.3 Referral Programs

If you refer friends:

• • We collect referrer and referee information

• • Friend’s information used only for the referral program

• • One-time communication sent to referred person

• • Opt-in required for ongoing communications

16.4 Competitions and Promotions

When entering competitions:

• • Specific terms apply to each promotion

• • Additional information may be collected

• • Winners may be publicly announced

• • Information may be shared with sponsors

• • Review promotion-specific privacy notices

16.5 Customer Service Interactions

Phone Calls:

• • May be recorded for training and quality assurance

• • You’ll be notified if recording

• • Recordings retained according to retention policy

Live Chat:

• • Transcripts may be saved

• • Used for service improvement

• • May be reviewed by supervisors

Email:

• • Correspondence retained for reference

• • May be shared within customer service team

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17. BUSINESS CONTACT INFORMATION

For privacy-related inquiries, requests, or complaints:

Privacy Officer
Paws Haven – AFL Group
ABN: 33 688 460 273

Email: info@pawshaven.com.au
Phone: 1300 179 856
Address: Sydney, New South Wales, Australia, 2000

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM AEST
Saturday: 10:00 AM – 4:00 PM AEST
Sunday: Closed

Response Times:

• • Email inquiries: 24-48 business hours

• • Access requests: Within 30 days

• • Correction requests: Within 30 days

• • Deletion requests: Within 30 days

• • Complaints: Initial response within 5 business days

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18. ACKNOWLEDGMENT AND CONSENT

By using the Paws Haven Website and services, you acknowledge that:

• • You have read and understood this Privacy Policy

• • You consent to the collection, use, and disclosure of your information as described

• • You understand your privacy rights under Australian law

• • You agree to receive necessary transactional communications

Last Updated: January 15, 2025