Privacy Policy

1. Who is responsible for your information

Valentin Sanchez Marino trading as Canine Reset operates Canine Reset in New South Wales, Australia. Our ABN is 23 307 026 556. Contact Valentin about privacy at info@caninereset.com.au.

This policy describes information handling for our website, enquiries, private walking, Walk + Train and boarding services. It does not replace any rights you have under applicable privacy or consumer law.

2. Information we collect

When measurement is enabled as described in section 8, we also record the service pages you visit, enquiry buttons you use, whether you start a form, fixed error categories and whether an enquiry succeeds. These measurement records use a random session identifier, not your form details. Available campaign names, campaign/ad group/ad identifiers and tagged keywords can accompany an enquiry so we know where it came from. When measurement is declined or the source is unavailable, we record that status rather than assigning a campaign.

• Enquiry details: your name, email address, suburb, contact number, selected service and what you tell us about your dog or the help you need. Website enquiries also include a generated enquiry reference and the service page. A hidden field helps detect spam. If you email or message us, we also receive your email address or messaging details and the information you send.
• Membership and care details: your contact and service address, schedule, authorised contacts, agreed home-access instructions, and relevant information about your dog’s health, vaccinations, behaviour, vet and emergency contacts.
• Boarding details: requested and confirmed dates, arrival and collection times, your dog’s name and weight, feeding and sleeping routines, medication and care instructions, suitability information. Boarding enquiries are currently made through WhatsApp.
• Session records: training notes, attendance, boarding care updates, photos, videos, messages and the location or route information shared during your dog’s session.
• Payment records: membership, boarding booking and invoice details, payment status, transaction references and limited payment-method information made available by Stripe. Payment card details are entered through Stripe’s payment process.
• Website technical information: our hosting and security providers may process IP addresses, browser and device information, requested pages, timestamps and security logs needed to deliver and protect the site.

Dog information can identify you when it is linked to your client record. We treat that information as part of your client information. Please avoid sending unnecessary personal or sensitive information about yourself or other people.

3. How information reaches us

We usually collect information directly from you through the website form, email, WhatsApp, consultation, onboarding and payment process, or while providing a walk, training session or boarding stay. With your authority, we may receive relevant information from your nominated contact or vet.

If you give us another person’s details, such as an emergency contact, make sure they know you are doing so and have agreed where required.

You can browse the website without giving us your name. You can ask a general question without identifying yourself where practical. We need enough contact, payment, dog-care and access information to respond to an enquiry or safely provide the services you request.

4. Why we use your information

• Respond to enquiries, assess suitability and arrange consultations.
• Schedule and provide walking, training, boarding and agreed home access arrangements.
• Share session updates and live location information with you.
• Process membership and boarding payments, invoices, refunds and cancellations.
• Manage safety, emergencies, complaints and service records.
• Maintain website security and meet applicable record-keeping or legal obligations.

We do not sell client information. An enquiry is not a subscription to marketing. We send optional promotional messages only with your permission and provide a simple way to unsubscribe. You can also ask us to stop at any time. Necessary service, safety, payment and cancellation messages are separate from marketing.

5. Service providers and other disclosures

Brevo (currently paused): previously stored enquiry contact details, the selected service and form, the latest enquiry message and reference, and available campaign attribution. This helps us respond and manage agreed follow-ups. Submitting an enquiry does not subscribe you to marketing. Brevo Privacy Policy.

We share relevant information with providers that help deliver the service:

• FormSubmit: delivers website enquiries to our business email. FormSubmit privacy information.
• Google email: handles business email and enquiry correspondence. Google Privacy Policy.
• Stripe: handles membership and boarding payments, transaction processing and related payment administration. Stripe Privacy Policy.
• WhatsApp: carries messages, live location sharing, photos, videos, boarding enquiries and care updates between us and you. WhatsApp Privacy Policy.
• Website hosting and security: the website is hosted through OpenAI Sites and uses Cloudflare infrastructure. These services process technical information needed to deliver and protect the website. Cloudflare Privacy Policy.

We also share information reasonably needed by a vet treating your dog, your authorised emergency contact, and professional advisers assisting with business records or a dispute. We may disclose information when required or authorised by law, or where reasonably necessary to respond to an emergency.

We limit what we share to the purpose involved. We do not give a provider unrestricted access to your messages or home-access details. Provider privacy policies explain their own handling of information; using a provider does not remove any responsibility we have under applicable law.

6. WhatsApp and live session location

We use WhatsApp to send your dog’s session updates and share live location during a walk. The location relates to the session and may reveal a route, collection area or your address. It does not require us to track your own location outside the session.

Keep shared location links, videos and messages private if they reveal your home or routine. Other people you choose to share them with may be able to retain copies. WhatsApp account information, technical data and any message backups are handled according to WhatsApp’s and any backup provider’s settings and policies.

Let us know before joining if you do not use WhatsApp or have a concern about location sharing so we can discuss your options.

7. Photos, video and optional marketing

We capture photos and videos of your dog to document training and send private walking and boarding care updates. Public use on our website, social media or advertising is a separate, optional permission. We ask you before using your dog’s image, name or story for those purposes.

You do not have to agree to marketing use to receive the service. We do not publish your phone number, email, home address or access instructions. We seek permission before publishing identifiable people in promotional material.

To withdraw permission or ask us to review an existing post, email info@caninereset.com.au. We stop new promotional use and remove material from channels we control where reasonably practicable. Material already printed or independently copied by others may not be recoverable.

8. Cookies and website measurement

When measurement is enabled, we store the enquiry-step records described above in our own website database on OpenAI Sites/Cloudflare. A random identifier and campaign source are held in session storage so we can connect steps within the same visit. We do not include names, email addresses, phone numbers, messages, raw page URLs or advertising click identifiers in this event database. Event records are retained for up to 90 days. These records help us improve the enquiry process and are separate from Google Ads conversions.

For visits identified as Australian by our hosting provider’s country-level network signal, this website and Google Ads measurement is enabled by default without an automatic pop-up. This is a regional default, not a recorded acceptance. A previous refusal is respected. For Europe (including the EEA), the UK, Switzerland and all other countries, we ask before enabling measurement storage. If the country cannot be determined, we use the same opt-in approach. We do not infer your country from your language or device timezone. The Privacy choices control remains available to everyone and covers both advertising measurement and these website events. Declining or withdrawing permission stops website event recording and clears the stored measurement session and campaign source in your browser. The enquiry form still works.

We use the Google Ads tag to measure visits and successful consultation enquiries that follow advertising interactions. Google may process cookies, advertising click identifiers, IP addresses, browser and device information, visited URLs and enquiry event information. Our conversion event sends a random reference, not your name, email address, phone number or enquiry text. Enhanced conversions and personalised advertising signals are disabled. We do not use Google Analytics. We also use Google Search Console to review how the website appears in Google Search.

Hosting, security and form providers may use technical logs or cookies for site delivery, spam prevention and security. Stripe or WhatsApp may use cookies and other technologies when you use their services. Their policies and your account or browser settings explain available controls.

Use the on-site Privacy choices control to allow or decline advertising measurement. Your choice is stored in your browser and can be changed at any time. Advertising storage and advertising-data settings remain denied unless you allow measurement or the Australian default applies without a previous refusal. Personalised advertising and Google Analytics storage remain disabled in either case. You can also manage cookies through your browser. Blocking some cookies may affect provider features. To use this site without loading our Google Ads tag in your current tab, open the tracking-free form. This preference lasts for the tab session; opening the standard form restores normal measurement. When measurement is declined, or no choice has been made outside the Australian default, the tag is configured to deny advertising-cookie storage. Google may still receive limited cookieless measurement signals. See how Google uses information from sites that use its services.

9. Information handled overseas

Some providers operate internationally, so information may be stored or processed outside Australia. Depending on the service, this may include the United States, countries in the European Economic Area and India. Stripe identifies the United States and India among its processing locations; WhatsApp uses global infrastructure including the United States; Google and Cloudflare also operate internationally.

These are provider locations, not a guarantee that every record is stored in each place. Provider locations can change. Contact us if you need more information about a provider before submitting details. Overseas privacy laws may differ from Australian law, and we remain responsible for any obligations that apply to us.

10. Storage, security and retention

When you submit an enquiry, we first save a copy in our website database for delivery to Brevo, then request the enquiry email. If Brevo is unavailable, we retry that storage step automatically. The saved enquiry also remains recoverable if the email provider has trouble. These retries do not send another enquiry email or subscribe you to marketing. The queued contact details are removed after successful storage, or after 30 days if delivery cannot be completed. A receipt containing the enquiry reference, status and error category is retained for up to 90 days. Brevo keeps the latest enquiry fields for each email address; separate enquiry emails retain the full correspondence history.

Client information is held in business email, WhatsApp conversations, Stripe records and working records used to provide services. We take reasonable steps to protect it from misuse, loss and unauthorised access, use or disclosure, and limit access to people who need it for the relevant purpose.

No internet transmission or storage method is completely secure. Please do not send card numbers, identity documents, passwords, alarm codes or other unnecessary sensitive information through the website enquiry form. Arrange home-access details directly with us through the agreed private process.

We retain information for as long as reasonably needed to provide care, manage memberships and boarding bookings, respond to disputes and meet applicable legal or accounting requirements. We then take reasonable steps to delete or de-identify information no longer needed, subject to lawful retention and provider backup processes. Different providers may retain their own records under their policies.

If a data incident occurs, we assess it, take appropriate steps to contain and address it, and notify affected people or authorities where required by law.

11. Access, correction and your choices

Email info@caninereset.com.au to ask what client information we hold, request access or correction, ask about deletion, or change a marketing preference. We may ask for reasonable verification of your identity before releasing or changing information.

We aim to respond within 30 days. If we cannot fulfil a request, including where information must be retained by law or disclosure would affect another person’s privacy, we explain why and discuss available options. Withdrawing information needed for safe care or payment may mean we cannot continue a particular service; we will discuss this with you first.

12. Privacy concerns and policy updates

To make a privacy complaint, email info@caninereset.com.au with the details of your concern and the outcome you would like. We will investigate and aim to respond within 30 days, keeping you informed if more time is needed.

If you remain dissatisfied, you can contact the Office of the Australian Information Commissioner for guidance on whether it can assist with your complaint. Its jurisdiction depends on the law that applies to the business and issue.

We may update this policy when our services, providers or information practices change. The current version and its date appear on this page. We provide additional notice of material changes where appropriate or required, and obtain fresh permission where needed.