1. Scope

PETCAKE is operated by iTrading Australia Pty Ltd (ABN 57 696 440 927). This policy explains how we handle personal information collected through the website, member accounts, checkout, order support and related communications.

PETCAKE aims to handle personal information transparently and in line with applicable Australian privacy law.

2. Information we collect

We may collect a customer’s name, email, phone number, billing and delivery details, account login information, order history, pet name, pet birthday, product preferences, dietary or allergy notes, uploaded cake images and customer-service messages.

Our Contact form collects your name, email address, enquiry topic, message and, if provided, order number. Enquiries are saved in our WordPress administration area for the PETCAKE team to review. The form does not send automatic email confirmations or sign you up for marketing.

We may also collect technical and security information such as browser, device, IP address, cookies, login events and service logs. Stripe handles full payment-card details; PETCAKE does not intend to store complete card numbers in WordPress.

3. Why we use information

We use information to operate accounts and Pet Points, prepare and fulfil orders, confirm personalisation and delivery, process or reconcile payments, provide support, prevent fraud, maintain security, improve the service and meet legal, safety, tax or accounting obligations.

Do not include human medical information, payment-card details or other unnecessary sensitive information in pet or order notes.

4. Service providers and disclosures

We disclose only information reasonably required by providers supporting website hosting, WooCommerce, Stripe payments, Australia Post delivery through ReachShip, email, security, customer support, professional advice and authorities where disclosure is required or authorised by law.

Some providers may process information outside Australia. Their locations and safeguards may change; provider privacy terms apply to their processing.

5. Cookies and account security

The site uses cookies and similar storage needed for sign-in, shopping cart, checkout, preferences, security and basic performance. Optional analytics or marketing cookies should not be enabled without an appropriate notice or consent process.

Members are responsible for protecting their password and should contact PETCAKE if they suspect unauthorised account use.

6. Marketing

Order and service messages are sent to administer a purchase. Marketing email or SMS is sent only where PETCAKE has the consent or other lawful basis required for that message.

Commercial messages identify the sender and provide a clear unsubscribe method. Unsubscribe requests are actioned within the period required by Australian spam law.

7. Storage, security and retention

PETCAKE takes reasonable steps appropriate to the service to protect information from misuse, interference, loss and unauthorised access, modification or disclosure. No internet or storage system is completely secure.

Information is kept only as long as reasonably needed for fulfilment, support, dispute handling, safety, loyalty records, accounting or legal obligations, then deleted or de-identified where appropriate.

8. Access, correction and complaints

A customer may ask to access or correct personal information PETCAKE holds about them, subject to lawful exceptions. Identity may need to be verified before a request is completed.

Use our Contact form and select “Privacy request”, or use the support channel in an order confirmation. We will acknowledge a complaint and explain the outcome within a reasonable time.

9. Children and updates

The store is intended for adults who can enter a purchase contract. PETCAKE does not knowingly seek personal information from children.

We may update this policy when practices, providers or law change. The current version and update date remain on this page.