Privacy policy

TOMO Pets operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified, so that it cannot identify or be reasonably linked to you. We may collect or process the following categories of personal information, including inferences drawn from this personal information, depending on how you interact with the Services, where you live, and as permitted or required by applicable law:

Contact details including your name, address, billing address, shipping address, phone number, and email address.

Payment and transaction information including payment status, transaction references, form of payment and payment confirmation. Payment card information is processed through Stripe’s checkout.

Personalisation and preference information including pet names, selected mat colours and breeds, and the items saved in your cart.

Transaction information including the items you view, put in your cart, purchase, return, exchange or cancel and your past transactions.

Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry.

Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.

Usage information including information regarding your interaction with the Services, including how and when you interact with or navigate the Services.

Personal Information Sources

We may collect personal information from the following sources:

Directly from you including when you visit or use the Services, communicate with us, or otherwise provide us with your personal information;

Automatically through the Services including from your device when you use our products or services or visit our websites, and through the use of cookies and similar technologies;

From our service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf;

From our partners or other third parties.

How We Use Your Personal Information

Depending on how you interact with us or which of the Services you use, we may use personal information for the following purposes:

Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, including to perform our contract with you, to process your payments, to fulfill your orders, to remember your preferences and items you are interested in, to process purchases, returns, exchanges or other transactions, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customized shopping experience for you, such as recommending products related to your purchases. This may include using your personal information to better tailor and improve the Services.

Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for products or services on the Services or other websites, including based on items you previously have purchased or added to your cart and other activity on the Services.

Security and Fraud Prevention. We use your personal information to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our services.

Communicating with You. We use your personal information to provide you with customer support, to be responsive to you, to provide effective services to you and to maintain our business relationship with you.

Legal Reasons. We use your personal information to comply with applicable law or respond to valid legal process, including requests from law enforcement or government agencies, to investigate or participate in civil discovery, potential or actual litigation, or other adversarial legal proceedings, and to enforce or investigate potential violations of our terms or policies.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for legitimate purposes subject to this Privacy Policy. Such circumstances may include:

With vendors and other third parties who perform services on our behalf (e.g. IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).

With business and marketing partners to provide marketing services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices. Depending on where you reside, you may have a right to direct us not to share information about you for targeted advertising. You may contact us using the details below to exercise your rights.

When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations.

With our affiliates or otherwise within our corporate group.

In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service or policies, and to protect or defend the Services, our rights, and the rights of our users or others.

Our Store and Service Providers

Our online store uses a custom storefront. Stripe processes online payments. Supabase provides storage for order information, contact messages, reviews, review attachments, product-interest requests and newsletter preferences. These providers process information as needed to provide their services.

About two weeks after your order is dispatched, we may email you a link to review your mat. Reviews left from that link are linked to your order so they can be shown as verified purchases. Once a review is published, its display name (or “Anonymous”), rating, text and date may be shared with Google to show product ratings. Your email address and order details are not shared.

Your payment card details are entered through Stripe’s checkout. We receive payment status and transaction details needed to fulfil your order; we do not store your full payment card number.

For information about these providers’ privacy practices, see Stripe Privacy Policy and Supabase Privacy Policy.

Product Interest and Email Choices

When you join a product availability list, we collect your email address, optional name and the product you are interested in. If you submit a ceramic bowl preview, we also save the selected set, pet names, illustrations, patterns and colours with that request. This information is private and is not published as a review or sent as an analytics event.

Availability notifications and general newsletters are separate choices. The optional newsletter checkbox is not selected for you. We record what you agreed to, when and where you signed up, and any subsequent withdrawal, so we can honour your preferences and prevent duplicate requests.

You can unsubscribe using the link in a marketing email or contact us for help. We retain consent and suppression records to respect withdrawals; joining a product list does not silently restore an unsubscribed newsletter. You may contact us to request access, correction or deletion of your information, subject to any applicable recordkeeping obligations.

Analytics, Ad Measurement and Session Recording

When enabled on the live store, Google Analytics 4 helps us understand visits and fixed shopping actions, and Microsoft Clarity helps us understand how the store is used through heatmaps and session recordings. These providers can process browser, device and network information, including IP addresses, and use cookies or similar identifiers. Google Analytics runs by default on the live store so we can count visits and understand which pages and shopping steps work. There is no on-site analytics toggle. It does not load when your browser sends a Do Not Track or Global Privacy Control signal. Microsoft Clarity session recording also runs by default on the live store, under the same browser signals.

We advertise on Facebook and Instagram, and use the Meta Pixel and Meta Conversions API to learn which of our ads lead to visits and orders. On the live store the Meta Pixel records page visits and fixed shopping actions (viewing a product, adding to bag, starting checkout, entering payment and completing a purchase, with the order value and quantity), using cookies set by Meta. It only runs on pages whose web address holds no personal information; on the order confirmation page it runs only after the private order reference has been removed from the address. When you place an order with ad measurement on, we may also send Meta a purchase record from our server once payment is confirmed: the order value and quantity, the Meta browser identifiers and the IP address and browser details from your checkout, and your email address, phone number, name, suburb, state, postcode and country, which we convert to irreversible hashes before sending. Meta uses this to match the purchase to an ad you saw and to report and improve our advertising. Ad measurement is enabled automatically on the live store without an on-site toggle. It does not run when your browser sends a Do Not Track or Global Privacy Control signal. When it is off, nothing about your visit or order is sent to Meta.

We also advertise on Google. When you arrive from a Google ad, Google adds a click identifier to the link. If ad measurement is on, we keep that identifier in a first-party cookie (tomo_gclk) for up to 90 days and remove it from the page address. If you then place an order, we send Google Ads that identifier with the order’s ID, value and time, so Google can report which of our ads led to sales. We don’t send your name, address or the contents of your order. We also record on each order whether it followed a Google or Meta ad click, so we can tell which advertising works.

Our analytics events use product identifiers and shopping quantities, rather than the pet names, email addresses or other free text entered in our forms. We remove query strings and fragments from the page locations we send, except standard campaign tags (utm_source, utm_medium, utm_campaign, utm_content, utm_term and utm_id) that tell us which advertisement or link brought you to the store. Google’s ad click identifiers are handled as described above and are never sent to Meta. Clarity records page layout, scrolling, clicks and taps, including the products, colours and breeds you choose. It masks what you type into our forms, your pet’s name wherever it appears, and your contact and delivery details, so those are never sent to Clarity. Order confirmation, order tracking and review-link pages, and any page whose address contains a pet name or other personal value, are never recorded.

Usage analytics and ad measurement are enabled by the store and do not use earlier site-level opt-out choices. Browser Do Not Track or Global Privacy Control signals disable them. Earlier saved recording choices are no longer used. Analytics and session recording remain disabled on our private development previews.

For the providers’ own privacy information, see Google Privacy Policy, Microsoft Privacy Statement and https://www.facebook.com/privacy/policy.

Third Party Websites and Links

The Services may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee "perfect security." In addition, any information you send to us may not be secure while in transit. We recommend that you do not use unsecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to provide you with Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights and Choices

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

Right to Access / Know. You may have a right to request access to personal information that we hold about you.

Right to Delete. You may have a right to request that we delete personal information we maintain about you.

Right to Correct. You may have a right to request that we correct inaccurate personal information we maintain about you.

Right of Portability. You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.

Managing Communication Preferences. We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about orders that you have made.

You may exercise any of these rights where indicated on the Services or by contacting us using the contact details provided below.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before we can process your requests, as permitted or required under applicable law. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. Depending on where you live, you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Transfers

Please note that we may transfer, store and process your personal information outside the country you live in.

If we transfer your personal information out of the European Economic Area or the United Kingdom, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on this website, update the "Last updated" date and provide notice as required by applicable law.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at andrew@tomopets.com.au. You can also contact us through our Contact page.