Privacy Policy
How we collect, use, and protect your information
Last updated: July 2026
1. Information We Collect
When you visit our website or use our services, we may collect the following information:
- Personal details — name, email address, phone number, and pet information provided through our booking, enquiry, and new-patient intake forms
- Portal account details — if you create a pet parent portal account, we collect and store your email address and a securely hashed password, along with any pets, medical records, and prescription refill requests you add to your account
- Pet health information — species, breed, date of birth, vaccination history, current medications, allergies and clinical conditions submitted through intake forms or added by our clinic team to your pet's record
- Booking information — appointment dates, service requested, and any notes you provide when booking
- Payment information — for appointments that require a deposit (e.g. surgical consults), payment is processed by Stripe. We do not store your full card number on our systems; Stripe returns only a reference to the completed payment
- Usage data — pages visited, time spent on site, browser type, and device information collected through cookies and analytics
- Communication records — messages sent through our contact forms and appointment reminders sent to you
2. How We Use Your Information
We use the information we collect to:
- Process appointment requests and respond to enquiries
- Provide veterinary care and maintain medical records for your pets
- Send appointment reminders and follow-up communications
- Improve our website and services
- Comply with legal obligations
3. Cookies
Our website uses cookies to enhance your browsing experience. Cookies are small text files stored on your device that help us understand how you interact with our site.
We use the following types of cookies:
- Essential cookies — required for the website to function properly (e.g., session management)
- Analytics cookies — help us understand how visitors use our site so we can improve it
- Preference cookies — remember your choices (e.g., cookie consent preference)
You can control cookies through your browser settings. Declining non-essential cookies will not affect the core functionality of our website.
4. Data Sharing
We do not sell your personal information to third parties. We may share your information with:
- Veterinary specialists or emergency clinics when referrals are necessary for your pet's care
- Stripe — for processing appointment deposits (subject to Stripe's privacy policy)
- Twilio — used to send SMS appointment reminders to the mobile number you provide
- Resend — used to deliver transactional emails such as booking confirmations, refill acknowledgements, and intake notifications
- Service providers who assist with secure website hosting, database storage, and analytics (under strict data protection agreements)
- Regulatory authorities when required by law
Intake form submissions, booking details, and pet medical records are stored securely in our backend database and are only accessible to authorised Mulgrave Vet clinic staff and to you (via your portal account, for records tied to your account). Row-level database security prevents other clients from viewing your information.
5. Data Security
We take reasonable measures to protect your personal information from unauthorised access, loss, or misuse. This includes secure data storage, encrypted communications, and restricted access to personal records.
6. Your Rights
Under Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you
- Request correction of inaccurate information
- Request deletion of your data (where legally permissible)
- Opt out of marketing communications
7. Contact Us
If you have questions about this privacy policy or wish to exercise your rights, please contact us:
- Phone: (03) 9561 0541
- Address: 447 Wellington Road, Wheelers Hill VIC 3150
- Email: Contact us via our enquiry form
8. Changes to This Policy
We may update this privacy policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.