PUDEL PTY LTD — PRIVACY POLICY
ABN 78 698 370 884 · Effective date: 7 September 2026
This Privacy Policy explains how Pudel Pty Ltd (ABN 78 698 370 884) ("Pudel", "we", "us", "our") collects, uses, discloses and manages your personal information. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), the Spam Act 2003 (Cth), and the Australian Consumer Law.
By using our website, purchasing our products, creating an account, joining our mailing list or otherwise providing information to us, you consent to the collection, use and disclosure of your personal information as described in this policy.
1. Who we are and what this policy covers
Pudel is an Australian business making single-protein, naturally dried dog treats. Our website is pudel.com.au. This policy applies to our website, our online store and any Shopify URL we operate, our accounts and pages on social media and other third-party platforms, our advertising, and our email, SMS and other communications.
This policy is written to Australian law. We are based in Australia and sell only within Australia. If you access our website from outside Australia, your personal information may be collected, stored and handled in Australia, and by our service providers, under Australian law and this policy.
For privacy enquiries contact our Privacy Officer at woof@pudel.com.au or write to Pudel Pty Ltd, 81–83 Campbell Street, Surry Hills NSW 2010, Australia.
2. Adults only: parents and guardians
Our website, products and marketing are intended for adults. We do not knowingly collect personal information from anyone under 18. Persons under 18 are not permitted to create an account, place an order or subscribe to our communications. If a parent or legal guardian permits a person under 18 to use our website, or a minor uses a guardian's account, device or payment method, that parent or guardian is responsible for the minor's use and for any information provided, and is taken to have consented to its handling under this policy. If you believe a minor has provided us with personal information, contact us and we will delete it.
3. The personal information we collect
We collect, and may collect, the categories of personal information set out below. The examples in each category are indicative and not exhaustive.
3.1 Identity and contact information: name, email address, phone number, billing and delivery address, account username and password.
3.2 Transaction and order information: the products you buy, order value, order frequency and history, delivery details, and returns, refunds and claims under our guarantee. Card details are processed by our payment providers; we never see or store full card numbers.
3.3 Information about your dog: name, breed, age, weight, size, dietary needs, sensitivities, chewing style, preferences and photos, where you choose to share them, for example at checkout or in a survey, quiz or review.
3.4 Communications and service records: messages you send us by contact form, email, chat, SMS, phone or social media, and our records of customer service interactions.
3.5 Content you submit: reviews, ratings, photos, videos, comments and competition entries.
3.6 Marketing and preference information: subscriptions and consents, survey and quiz answers, referral and loyalty activity, and how you interact with our emails, messages and advertising.
3.7 Device and technical information: IP address, approximate location derived from it, browser type, device type, operating system, screen size and language settings.
3.8 Usage and behavioural information: pages and products viewed, searches, clicks, time on site, referring and exit URLs, cart and checkout activity, and opens and clicks in our emails and messages.
3.9 Online identifiers: cookie identifiers, pixel and tag identifiers, advertising and device identifiers, and the store, customer and session identifiers assigned by our ecommerce platform. See Section 6 and our Cookie Policy.
3.10 Inferences and audience information: preferences, interests and segments that we or our providers derive from the information above, including hashed or otherwise pseudonymised identifiers used for advertising audience matching.
4. How we collect personal information
- Directly from you, when you place an order, create an account, subscribe, enter a competition, leave a review, respond to a survey or contact us.
- Automatically, through cookies, pixels, tags and similar technologies on our website and in our communications. See Section 6 and our Cookie Policy.
- From third parties, including but not limited to ecommerce and hosting platforms, payment and fraud prevention providers, delivery partners, analytics providers, social media platforms, advertising networks, and review, survey and loyalty providers, and from publicly available sources.
Where it is lawful and practicable to do so, you may deal with us anonymously or by using a pseudonym. In most cases we cannot process an order, deliver it or provide support without identifying you.
5. Why we collect, hold, use and disclose personal information
We use, and may use, personal information for the following purposes, and for other purposes related to them that you would reasonably expect:
- To process, fulfil and deliver your orders, and to manage payments, refunds, returns and our guarantee.
- To create and administer your account, and to verify your identity and your eligibility to purchase.
- To communicate with you about orders, enquiries, product safety and other service matters.
- To provide, operate, secure, maintain, personalise and improve our website, our products and our services.
- To personalise our recommendations and communications to you and your dog.
- To send direct marketing by email, SMS and other channels where you have opted in, or where the Spam Act 2003 (Cth) otherwise permits.
- To carry out analytics, measurement and attribution, including understanding how our website, products, content and campaigns perform.
- To advertise and remarket to you, and to people with similar characteristics, across websites, apps, social media platforms, search engines and advertising networks, including by building and refining custom, matched, lookalike and similar audiences.
- To run surveys, quizzes, reviews, referral and loyalty programs and competitions.
- To research and develop new products, ranges, features and services.
- To detect, investigate and prevent fraud, misuse, security incidents and breaches of our Terms.
- To comply with our legal and regulatory obligations, including record keeping, tax and consumer law obligations, and to establish, exercise or defend legal claims.
We collect, hold, use and disclose personal information on the basis that it is reasonably necessary for one or more of our functions or activities; with your consent, where consent is required; for related secondary purposes that you would reasonably expect; and where the use or disclosure is required or authorised by or under an Australian law or a court or tribunal order.
6. Cookies, tracking technologies and analytics
We use, and may use, cookies, pixels, tags, web beacons, software development kits (SDKs), local storage, device and advertising identifiers, and server-side and conversion application programming interfaces (APIs) on our website and in our communications. We group these technologies by purpose: strictly necessary, functional and preferences, analytics and performance, advertising and retargeting, and social media.
These technologies are operated by us and by third parties, which may include but are not limited to ecommerce and hosting platforms, analytics providers, email and SMS platforms, review and support tools, social media platforms and advertising networks. Examples of the kinds of service that may be used include Shopify analytics, Google Analytics, Google Ads, Meta, TikTok, Pinterest, Microsoft and Klaviyo, and similar providers. The particular services in use change from time to time.
Our Cookie Policy sets out each category in detail, and Section 11 explains how you can control these technologies.
7. Social media, advertising platforms and audience matching
We maintain, and may maintain, accounts, pages, profiles, shops and listings on social media platforms, marketplaces, shopping and comparison services and other third-party platforms, and we advertise, and may advertise, on social media platforms, search engines, advertising networks, retail media networks and shopping services. These include but are not limited to services such as Meta (Facebook and Instagram), Google (including Google Shopping and YouTube), TikTok, Pinterest, Snap, Reddit, LinkedIn and Microsoft, and similar services.
In connection with those platforms we use, and may use, their cookies, pixels, tags, SDKs, conversion and server-side APIs, measurement and attribution tools, social plugins, share and follow buttons, embedded content such as videos, feeds and reviews, social login and account connection features, messaging and chat integrations, and customer list, custom, matched, lookalike and similar audience tools. Audience matching may involve us providing hashed contact details, such as an email address or phone number, together with information about your activity on our website, so that the platform can match you, or people with similar characteristics, and show relevant advertising.
When you interact with our content, our advertising, a social plugin or embedded material, the relevant platform may collect information about you and set its own cookies under its own terms and privacy policy, whether or not you hold an account with that platform and whether or not you are logged in. We do not control those platforms and we are not responsible for how they handle your information. Please review the privacy policy and the advertising and data settings of each platform you use. The presence of a platform's tools on our website, or our presence on a platform, is not an endorsement of that platform.
8. Who we disclose personal information to
We disclose, and may disclose, personal information to the following categories of recipient, in each case only as reasonably necessary for the purposes set out in Section 5:
- Ecommerce, hosting, IT, security and software providers acting on our behalf, such as Shopify and similar platforms.
- Payment, buy now pay later, accounting and fraud prevention providers.
- Shipping, logistics, warehousing and fulfilment partners.
- Email, SMS, messaging, review, survey, loyalty and customer support providers.
- Analytics, measurement and attribution providers.
- Social media platforms, advertising networks, marketing agencies and their measurement partners.
- Professional advisers, auditors, insurers and financiers.
- Regulators, law enforcement, courts and other government agencies, where required or permitted by law.
- A purchaser or prospective purchaser of our business or assets, and their advisers, subject to confidentiality.
- Any other person with your consent, or where the disclosure is required or authorised by or under law.
We do not sell your personal information.
9. Overseas disclosure
Some of our providers and platforms store or process personal information outside Australia. The countries in which they, or their subcontractors, operate change from time to time and may include the United States, Ireland, the United Kingdom, Singapore, Japan, New Zealand and countries in the European Union. Where we disclose personal information to an overseas recipient we take reasonable steps to ensure that the recipient handles it in a way consistent with the Australian Privacy Principles. By using our website and providing your information to us, you consent to these disclosures.
10. Direct marketing and how to opt out
We send direct marketing by email, SMS and other channels where you have opted in, for example by joining The Pack, subscribing at checkout, asking to be told about a restock or entering a competition, or where the Spam Act 2003 (Cth) otherwise permits. Every commercial electronic message we send includes a functional unsubscribe facility. You can opt out at any time by using the unsubscribe link in any email, by replying STOP to any SMS, or by contacting us at woof@pudel.com.au, and we will action your request promptly and at no cost to you. Opting out of marketing does not stop service messages about your orders, and it does not by itself stop advertising you may see on third-party platforms. Section 11 explains how to control that.
11. Your controls and choices
- Browser controls: all major browsers, including Chrome, Safari, Firefox and Edge, let you see, block and delete cookies and set preferences for future cookies in their privacy or security settings. Your browser's help pages explain how.
- Device controls: mobile and tablet operating systems provide controls over advertising identifiers and app tracking, including resetting or limiting your advertising ID.
- Platform controls: social media platforms, search engines and advertising networks provide their own advertising and data settings, and their own opt-out tools, in the account or privacy settings of each platform. Industry opt-out tools are also available at youronlinechoices.com.au and optout.networkadvertising.org.
- Our controls: you can unsubscribe from marketing as set out in Section 10, update your details in your account, or contact us at woof@pudel.com.au.
Blocking or deleting cookies may affect checkout and other parts of our website. Our Cookie Policy has more detail.
12. Security
We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Those steps include encryption of data in transit using SSL/TLS, access controls and restricted staff access, the use of reputable providers, and review of our systems and processes. Payments are processed by third-party payment providers that maintain their own payment card industry security compliance, and we do not see or store full card numbers. No method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your password confidential and for activity under your account, and you must tell us immediately if you suspect unauthorised access.
13. Retention
We keep personal information for as long as it is needed for the purposes set out in this policy and to meet our legal, accounting and tax obligations. Transaction records are kept for 7 years. When personal information is no longer required, and we are not required by law to keep it, we take reasonable steps to destroy it or to de-identify it. We may keep de-identified or aggregated information indefinitely.
14. Access, correction and complaints
You may ask us for access to the personal information we hold about you, and you may ask us to correct it if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading. Contact our Privacy Officer at woof@pudel.com.au. We will respond within 30 days. We may need to verify your identity before we act on a request, and in the limited circumstances permitted by the Privacy Act 1988 (Cth) we may refuse access or correction, in which case we will tell you why in writing.
If you believe we have breached the Australian Privacy Principles, or you are unhappy with the way we have handled your personal information, please complain to our Privacy Officer at woof@pudel.com.au. We will acknowledge your complaint, investigate it and respond within 30 days. If you are not satisfied with our response, you may refer your complaint to the Office of the Australian Information Commissioner at oaic.gov.au.
15. Our providers and technologies change over time
Any provider, platform, tool or technology named in this policy is named as an example only. The providers we use, and the cookies, pixels, tags, SDKs and other technologies present on our website, change from time to time as we add, remove and replace tools. Naming a provider does not mean it is in use at any particular moment, and the absence of a name does not mean that a comparable provider is not in use. This policy describes the categories of personal information we handle and the purposes we handle it for, and those categories and purposes apply to whichever providers and technologies we are using at the time.
16. Changes to this policy
We may update this policy from time to time to reflect changes in our business, our providers, our technologies or the law. The current version is always available on our website. Where a change is material we will post the revised policy with a new effective date, and we may also notify you by email or by a notice on our website. Your continued use of our website, or your continued purchase of our products, after the revised policy is posted constitutes acceptance of it.
17. Contact
Privacy Officer, Pudel Pty Ltd (ABN 78 698 370 884)
Email: woof@pudel.com.au
Address: 81–83 Campbell Street, Surry Hills NSW 2010, Australia
Website: pudel.com.au