Privacy Policy

Last updated August 2026

Jack and Chelo cooks fresh dog food in our Hobart kitchen. This policy explains what personal information we collect when you shop with us online, subscribe, visit our store or get in touch, how we use it, who we share it with and the choices you have. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

When you order or subscribe: your name, email address, phone number, delivery and billing addresses, company name (for business deliveries), delivery or pickup preferences and instructions, and the details of your orders and subscription, such as your box size, flavours, delivery frequency and upcoming order dates.

When you pay: payments are processed securely by the payment providers in our checkout. We don't see or store your full card details.

When you get in touch: the name, email address, phone number and message you send us through our contact form, by email, by phone or in person, and your name and email address if you sign up to our newsletter. We may also ask how you heard about us when you check out.

About your dog: anything you choose to tell us, such as their age, weight, breed or dietary needs. Our feeding calculator works in your browser to suggest a serving size, and we don't store your answers.

When you use our website: technical information such as your IP address, device and browser type, the pages you visit and how you arrived at our site, collected through cookies and similar technologies. If you use our delivery estimator, we use the suburb and postcode you enter to show your delivery options.

We collect most of this information directly from you. We also receive some from the businesses that help us run our service, such as delivery updates from our couriers.

We use your information to process and deliver your orders, manage your subscription, provide customer support and keep you updated about your orders and deliveries. That includes sending you a one-time sign-in link by SMS or email when you log in to manage your subscription, as our accounts don't use passwords.

We also use it to run and improve our website, products and services, understand how people find and use our site, prevent fraud, and meet our legal obligations, such as keeping tax and accounting records.

We only send you marketing emails if you've signed up for them or otherwise agreed to receive them. Every marketing email includes an unsubscribe link, or you can ask us to stop at any time. Messages about your orders, deliveries and subscription aren't marketing, so you'll keep receiving those while you have an order or subscription with us.

We don't sell your personal information. We share it only as needed to run our business, with:

Our store and subscription platforms: Shopify, which runs our online store and checkout, and Recharge, which manages subscriptions and your customer account, along with the payment providers that process your payments.

Our delivery partners: Australia Post, our refrigerated couriers and our local delivery partners, who receive your name, address, phone number and delivery instructions so they can get your order to you.

Technology providers: businesses that host our systems, send our emails and text messages, and help us understand how our website is used.

Advertising partners: such as Google and Meta, if we use their tools to measure and show our ads (see Cookies and tracking below).

We require the businesses we work with to use your information only to provide their services to us, except where they act under their own privacy policies, as advertising partners do. We may also disclose information where the law requires or allows it, to protect our rights or the safety of others, or to a buyer of our business on the condition that they protect it in line with this policy.

Some of the businesses we work with, including Shopify, Recharge, Google, Meta and our hosting providers, store or process information outside Australia, for example in the United States and Canada. We take reasonable steps to make sure they protect your information in a way that's consistent with the Australian Privacy Principles.

Cookies are small files saved by your browser. Our website uses them to keep your cart and checkout working, remember your preferences and understand how the site is used. If we use advertising tools from partners such as Google and Meta, they may use cookies and similar technology (pixels) to measure our ads and show you relevant ads on other websites, under their own privacy policies.

You can block or delete cookies in your browser settings, although parts of our site, such as the cart, may not work without them. You can also manage how Google and Meta use your information for advertising in your account settings with them.

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, change or disclosure. Our systems and those of the businesses we work with use security measures such as encryption and access controls, and card payments are handled by payment providers that meet the payment card industry's security standard (PCI DSS).

We keep your information only for as long as we need it for the purposes in this policy or as the law requires (for example, for tax records), and then securely delete or de-identify it.

If a data breach is likely to cause you serious harm, we'll let you know and notify the Office of the Australian Information Commissioner (OAIC) where the law requires.

You can update your contact, delivery and subscription details at any time by logging in to your account. You can also ask us for a copy of the personal information we hold about you, or ask us to correct or delete it, by contacting us. We'll respond within 30 days, and we may need to confirm your identity first. There's no charge to make a request. We may need to keep some records, such as past orders, where the law requires.

Our website and services are intended for adults. We don't knowingly collect personal information from anyone under 18. If you believe a child has given us their information, please contact us and we'll delete it.

Our website links to other websites, such as our stockists and our social media pages. We're not responsible for how they handle personal information, so we encourage you to read their privacy policies.

If you're concerned about how we've handled your personal information, please contact us using the details below. We'll look into it and respond within 30 days. If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

We may update this policy from time to time, for example when we change how we deliver our services. We'll post the updated version on this page with a new "last updated" date.

If you have any questions about this policy or your personal information, please get in touch through our contact page or:

Email: contact@jackandchelo.com.au

Phone: (03) 6220 1386