Paws, Claws & Tails with Charlotte Bryan ("we", "our", "us") respects your privacy. This Policy explains what personal information we collect, why we collect it, how we use and protect it, and the choices you have. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What we collect

Contact details: name, email address, phone number, suburb and postcode.
Dog details: dog name, breed, date of birth, sex, desexing status, vaccination status, vet name and phone, behaviour concerns and training goals.
Booking & transaction history: classes, courses, consults, session reports, follow-up offers and payment records.
Communications: emails, chat messages with the virtual receptionist, phone-call notes, intake-form responses.
Technical data: IP address, browser type, device and rough location (used only for security and improving the site).

2. How we collect it

Information is collected when you complete a booking, fill in an intake form, message us, log into the client portal, ring us, attend a class, or browse the site. We may also receive information from third parties you've authorised (for example a referring vet).

3. Why we collect it

To provide, schedule and deliver our training services and follow-up sessions.
To process payments via Stripe.
To send booking confirmations, receipts, class reminders, session reports and follow-up offers via Resend (transactional email).
To improve our services, plan group classes, and make pricing and capacity decisions.
With your separate, opt-in consent: to send newsletters, training tips or marketing — you can unsubscribe at any time.
To comply with our legal obligations (e.g. tax, council requirements).

4. AI chat assistant

The chat widget on this site is powered by a large language model. Messages you send to the assistant are processed by our AI provider to generate a response. We do not use chat content to train external AI models; chats are stored against your account for context and to help Charlotte follow up with you when needed.

5. Who we share it with

We share only what's necessary to run the business, with trusted service providers bound by their own privacy obligations:

Stripe — payment processing.
Resend — transactional email delivery.
OpenAI / Anthropic / Google — AI chat responses (no personal data is sold).
MongoDB Atlas / cloud hosting — application and database hosting (including our self-hosted video library).

We do not sell or rent your personal information to any third party.

6. Storage & security

Data is stored in encrypted-at-rest databases and transmitted over HTTPS. Passwords are hashed with bcrypt and never stored in plain text. While we take reasonable steps, no system is 100% secure — please let us know immediately if you suspect your account has been compromised.

7. Cookies & analytics

We use essential cookies to keep you logged in and remember your preferences. We may use minimal analytics to understand traffic patterns — this never includes personally identifying data. You can disable cookies in your browser, but parts of the client portal may not work without them.

8. Marketing & unsubscribe

Marketing emails are only sent if you opt in. Every marketing email includes an unsubscribe link — one click and you're out. Transactional emails (booking confirmations, receipts, session reports) are not marketing and will continue while you are an active client.

9. Photography & video of dogs

We may photograph or video your dog during sessions for inclusion in your session report. Use of these images publicly (social media, marketing) requires your separate written consent.

10. Children

Our services are aimed at adults. We do not knowingly collect information from anyone under 16.

11. Your rights

You can:

Access the personal information we hold about you (most of it is visible in your client portal).
Correct anything that's wrong.
Ask us to delete your account and associated data (subject to tax / record-keeping obligations we cannot lawfully shorten).
Withdraw consent to marketing at any time.
Make a complaint about how we've handled your information.

To exercise any of these, email admin@pawsclawsandtails.com.au. If you're not satisfied with our response you can also contact the Office of the Australian Information Commissioner (oaic.gov.au).

12. Cross-border transfers

Some of our service providers (e.g. Stripe, Resend, AI providers) operate servers outside Australia. Where personal information is transferred overseas, we take reasonable steps to ensure equivalent protections are in place.

13. Updates to this Policy

We may update this Policy from time to time. Material changes will be communicated to you by email. The "Last updated" date at the top reflects the most recent change.

14. Contact

Privacy questions or complaints: admin@pawsclawsandtails.com.au.

Privacy Policy