Privacy policy.
Last updated: 29 July 2025
This Privacy Policy outlines how Rover Mobile Veterinary Services ("we", "our", or "us") collects, uses, stores, and discloses your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our services, including our website, you agree to the terms of this policy.
1. What personal information do we collect?
We may collect the following types of personal and pet health-related information:
Your name, address, phone number, and email address
Your pet’s name, species, breed, age, and medical history
Information relating to your pet’s care, treatment, and euthanasia
Billing and payment details
Your regular veterinary clinic’s details (if applicable)
Any correspondence between you and us
2. How do we collect your information?
We collect personal information in several ways, including:
Directly from you via phone, email, forms, or in-person consultations
From your regular veterinary clinic (with your consent)
Through our website (e.g. contact forms or online booking tools)
During the provision of veterinary services
3. Why do we collect your personal information?
We collect, hold, and use your information to:
Provide veterinary services to your pet
Maintain accurate medical records
Contact you about appointments or follow-up care
Coordinate your pet’s aftercare
Communicate with your nominated veterinary clinic (with your consent)
Issue invoices and process payments
Comply with legal obligations, such as record-keeping under veterinary and poisons legislation
4. Who may we share your personal information with?
We may share your information with:
Our pet cremation and funeral services partner, Edenhills (with your consent)
Your regular veterinary clinic (with your consent)
Our contracted locum veterinarians and nurses, as necessary to provide our services
Regulatory authorities, if required by law
We will never sell or rent your personal information to third parties. We will not disclose your personal information to another entity unless necessary for any of the above functions listed in Section 3, or you have provided your consent, or we are authorised or required to do so by law.
5. How do we store and secure your personal information?
Your information is stored securely in electronic and physical formats. We take reasonable steps to protect your data from misuse, loss, unauthorised access, or disclosure. This includes secure cloud-based veterinary practice software, password protection, and limited staff access.
6. How can you access, correct, or update your personal information?
You may request access to or correction of your personal information at any time by contacting us at support@rovervets.com.au. We will respond within a reasonable time.
7. Do we retain your personal information?
As a veterinary service, we are required to retain health records under the Veterinary Practice Act 1997 (Vic) and relevant poisons legislation. Records are kept securely for the legally required period (typically 7 years).
8. How does our website use cookies?
Our website may use cookies or analytics tools to improve user experience. These do not collect personally identifiable information unless you submit it directly via forms or contact features.
9. How can you make a privacy complaint?
If you believe your privacy has been breached, please contact us in writing at support@rovervets.com.au. We will investigate and respond to your complaint promptly. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Updates to this policy
This policy may be updated from time to time. The latest version will always be available on our website.