Privacy Policy

What personal information we collect

Lulu Pet collects personal information to purposefully conduct our business and services as a pet services and e-commerce organisation. Any personal information we collect is done so when you perform a transaction on our website, register, subscribe to our newsletter or contact us.

Personal information we do collect includes your:

  • full name;
  • residential, billing and/or business postal address;
  • email addresses;
  • bank account, credit card and/or other payment details;
  • any information that you provided to us by you during your account creation process or added to your user profile;
  • any information collect when you place an order via a Website or an application to purchase goods and/or services;
  • preferences and password for using this site and your computer and connection information; and
  • any information that you otherwise share with us.

All personal information that we collect will be done so in a lawful and unobtrusive manner.

Lulu Pet does not store credit card numbers. These are securely held by a large third-party payment processors.

How we collect your Personal Information

We may collect information in various ways depending on the nature of services being provided and administered, including, but not limited to:

  • directly from you via our websites;
  • when you place order or an enquiry through our website or application;
  • through our insurance related portal;
  • by telephone;
  • in writing;
  • by email; and/or
  • from third parties (such as social media sites and other data providers, your insurance broker, premium funders, claims managers, other service providers or publicly from available sources). Each third party is also obliged to comply with the applicable privacy principles.

Should you decide to provide us with information willingly without us explicitly asking for it or needing it as part of a request, we will not hold such information and all effort will be made to de-identify this data.

IP addresses

This site may also collect Internet Protocol (IP) addresses. IP addresses are assigned to computers on the internet to uniquely identify them within the global network. We collect IP addresses as part of the service of providing internet session management and for security and site experience purposes. We may also collect and use web log, computer and connection information for security purposes and to help prevent and detect any misuse of, or fraudulent

Using this website

Upon visiting our website, cookies may be placed on your browser to allow you to login to your account, maintain a shopping cart, retrieve an insurance quote or purchase items in your shopping cart. Lulu Pet may use this information to provide you with a better user experience and more relevant advertising and marketing messages.

Cookies and other Passively Collected Information

This site uses cookies tracking pixels, Internet tags or web beacons, and navigational data collection (log files, server logs, and clickstream data) (Cookies) in order to:

  • remember your preferences for using this site;
  • manage the signup process when you create an account with us;
  • recognise you as logged in while you remain so. This avoids your having to log in again every time you visit a new page;
  • facilitate e-commerce transactions, to ensure that your order is remembered between pages during the checkout process;
  • show relevant notifications to you (eg, notifications that are relevant only to users who have, or have not, created an account or subscribed to newsletters or email or other subscription services);
  • collect demographics and interest data; and
  • remember details of data that you choose to submit to us (eg, through online contact forms or by way of comments, forum posts, chat room messages, reviews, ratings, etc).

By using the website and agreeing to this policy, you grant us permission to place and store cookies on your browser. Cookies collect limited information regarding your browser type, IP address, web pages visited and web page statistics. We do not collect or use any information during this process that could identify you as an individual. The information is anonymous and is used to support customised digital advertising and reporting. Additionally, third parties we have contracted to provide services on our website (such as PayPal) may place and read cookies on your browser.

Accuracy, Access and Correction of your personal information

In most cases, you may have access to personal information that we hold about you. We will handle requests for access to your personal information in accordance with the Australian Privacy Principles. All requests for access to your personal information must be directed to the Privacy Officer by email using the email address provided above or by writing to us at our postal address. We will deal with all requests for access to personal information as quickly as possible. Requests for a large amount of information, or information that is not currently in use, may require further time before a response can be given. We may charge you a fee for access if a cost is incurred by us in order to retrieve your information, but in no case will we charge you a fee for your application for access.

In some cases, we may refuse to give you access to personal information that we hold about you. This may include circumstances where giving you access would:

  • be unlawful (eg, where a record that contains personal information about you is subject to a claim for legal professional privilege by one of our contractual counterparties);
  • have an unreasonable impact on another person’s privacy; or
  • prejudice an investigation of unlawful activity.

We may also refuse access where the personal information relates to existing or anticipated legal proceedings, and the information would not be accessible by the process of discovery in those proceedings.

If we refuse to give you access, we will provide you with reasons for our refusal.

We take responsible steps to ensure that your Personal Information is accurate, complete and up-to-date whenever we collect, use or disclose it. However, we also rely on you to advise us of any changes to your Personal Information. All Personal Information identified as being incorrect is updated in our database.

Please update your details by logging into your account, contact us using our contact details below as soon as possible if there are any changes to your Personal Information or if you believe the Personal Information we hold about is not accurate or complete. We may refuse to correct Personal Information if the correction would not improve the accuracy, completeness, relevance or would make the information misleading.