Household Pet

Privacy Policy

Effective 16 July 2026. Version 1.1.

This Privacy Policy explains how TICSI Pty Ltd (ABN 16 600 946 138), trading as Household Pet — referred to as “we”, “us” or “our” — collects, uses, holds and discloses personal information about you.

It applies to:

  • our mobile apps for iPhone and Android (“the App”),
  • our website at au.household.pet and any subdomain (“the Website”), and
  • any related services we provide (together, “the Services”).

We are bound by the Privacy Act 1988 (Cth) (“Privacy Act”), including the 13 Australian Privacy Principles (“APPs”) and the amendments introduced by the Privacy and Other Legislation Amendment Act 2024 (Cth), which took effect from 10 December 2024. Where this policy and the Privacy Act differ, the Privacy Act prevails.

We've written this in plain English. If anything is unclear, email us at privacy@au.household.pet.

The short version

  1. You own your pet's data. Download or delete it any time from Settings → Privacy & data in the App.
  2. Australian accounts are stored in Australia. Your pet records live on cloud servers in Sydney. A small number of third-party services store limited technical data overseas — we name each one below.
  3. We never sell your data. Not to advertisers, not to anyone.
  4. The AI assistant is not a vet. It helps you decide what to do. If you're worried about your pet, call your vet.
  5. Subscriptions go through Apple or Google. We use RevenueCat to manage subscription state — they receive a minimum of personal information to do so.
  6. You have rights under Australian law. You can access, correct or delete your data. We will respond within 30 days.

1. Who we are

We are TICSI Pty Ltd (ABN 16 600 946 138), registered in Australia. Our registered address is Suite 408, 100 Harbour Esp, Docklands VIC 3008. Our Privacy Officer can be reached at privacy@au.household.pet.

2. What personal information we collect

When you create an account: your email address, a password (we store only a cryptographic hash — we never see the plain text), and a display name you choose.

When you add a pet: name, species, breed, sex, desexing status, date of birth, microchip number, colour, photo, and health-log entries (symptoms, vet visits, medications, weight, notes). Health information about your pet is sensitive information under the Privacy Act and we treat it accordingly.

When you use the AI symptom assistant: the symptom description you enter and the model's response are stored against the pet record. See section 6 for details.

When you subscribe: we receive confirmation of your subscription through RevenueCat. We never see your payment card details — those are handled entirely by Apple or Google.

Automatically when you use the Services: device type and operating-system version (for crash reporting), an IP address (for security purposes only), and a randomly-generated push-notification token. We do not link IP addresses to your account records.

3. How we collect personal information

We collect personal information directly from you when you create an account, add or update a pet, log a health event, or contact us. We also collect technical information automatically when you use the App or Website (as described above). We do not collect personal information from third-party data brokers or mailing lists.

4. Why we collect and use personal information

We collect and use personal information to:

  • provide and improve the Services, including the health log, reminders, vet-report generation and AI symptom assistant;
  • manage your account and authenticate your identity;
  • process and manage your subscription;
  • send transactional emails (for example, password reset, pet-sharing invitations, subscription receipts);
  • diagnose and fix technical issues (crash reports);
  • comply with our legal obligations; and
  • respond to your inquiries and complaints.

We do not use your personal information for direct marketing without your consent. We do not use health information about your pet for any purpose other than operating the Services.

5. Where your data is stored and how we hold it

Household Pet stores each account in the region where it was created. Data for Australian accounts — including everything this policy covers — is stored on cloud infrastructure located in Sydney, Australia. We do not store your personal information outside Australia on our primary systems, and an Australian account is never moved to another region. (Accounts created on our United States service are stored in the United States and are covered by the separate US Privacy Policy at us.household.pet/privacy.)

A copy is also kept locally on each device you sign in on, protected by your device's built-in data protection. This allows the App to work offline. The local copy is deleted when you sign out or uninstall the App.

We take the following technical and organisational measures to protect your personal information, in accordance with APP 11.3:

  • encryption of all data in transit and at rest;
  • an additional layer of field-level encryption for personally identifiable information (PII) — data fields that directly identify you, such as postal addresses, insurance policy numbers, and similar identifying details — which is encrypted with a separate, dedicated key, so even in the unlikely event of unauthorised access to stored data, identifying fields remain protected;
  • role-based access controls and multi-factor authentication for internal systems;
  • regular review of access logs and security configurations; and
  • a documented data-breach response plan, including notification under the Notifiable Data Breaches scheme where required.

6. Overseas disclosure

We disclose limited personal information to the following overseas recipients for the purposes described. Before disclosing to an overseas recipient, we take reasonable steps to ensure that the recipient handles personal information in a way that is consistent with the APPs (APP 8).

  • Sentry (Germany) — receives crash diagnostic information to help us identify and fix technical issues. No pet records or health data are sent to Sentry.
  • RevenueCat (United States) — receives your subscription status to manage your plan entitlements. No pet records or health data are sent to RevenueCat.

We do not disclose personal information to any other overseas recipients. AI inference is performed on infrastructure located in Australia and your data does not leave Australia for that purpose.

7. How long we keep your data

While your account is active, we keep your data to operate the Services. When you delete your account, a 14-day grace period applies (in case of accidental deletion). After that, we permanently delete all personal information from live systems. Encrypted backups expire automatically within 35 days. Aggregate anonymous metrics that cannot be linked to an individual may be retained indefinitely.

8. The AI symptom assistant

The symptom assistant provides general information about possible causes and next steps for a symptom you describe. It is not veterinary advice. It does not diagnose, prescribe or treat any condition. If you are worried about your pet, stop using the assistant and contact your vet or the nearest 24-hour emergency clinic immediately.

The assistant runs on cloud infrastructure located in Australia. Your symptom inputs and the model's responses are stored as health-log entries against the pet record. You can delete individual entries or your entire account at any time.

Automated decision-making disclosure (APP 1.7): The symptom assistant is a computer program that uses personal information (your symptom descriptions and the pet's health log) to generate general information. It surfaces information to help you make a decision — it does not make any decision about your entitlements, access to the Services, pricing, or legal rights, and no output of the assistant is used to make such a decision. We do not use any other computer program to make decisions that could significantly affect your rights or interests. If that changes, we will update this section before the change takes effect.

9. Children

The Services are not directed at children under 16. We do not knowingly collect personal information from children. If you believe a child has created an account, contact us at privacy@au.household.pet and we will delete the account promptly.

10. Your rights

Under the Privacy Act you have the right to:

  • Access the personal information we hold about you — go to Settings → Privacy & data → Download my data, or email privacy@au.household.pet.
  • Correct inaccurate or out-of-date information — you can edit most fields directly in the App, or email us.
  • Delete your account and all associated data — go to Settings → Privacy & data → Delete my account.
  • Opt out of analytics — go to Settings → Privacy & data → Analytics.

We will respond to access and correction requests within 30 days. We verify requests through your signed-in account or the email address on file. We may decline a request where permitted by the Privacy Act (for example, where providing access would unreasonably affect another person's privacy), in which case we will explain the reason in writing.

11. Complaints

If you believe we have breached the APPs or mishandled your personal information, please contact our Privacy Officer first:

We will acknowledge your complaint within 5 business days and aim to resolve it within 30 days. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC):

  • Website: oaic.gov.au
  • Phone: 1300 363 992 (Monday–Thursday, 10 am–4 pm AEST/AEDT)
  • Post: GPO Box 5218, Sydney NSW 2001

From 10 June 2025, the Privacy and Other Legislation Amendment Act 2024 also introduced a statutory tort of serious invasions of privacy. This gives individuals the right to take civil action in certain circumstances. You can seek independent legal advice about whether that pathway applies to your situation.

12. Changes to this policy

We review and update this policy from time to time. We will update the effective date at the top, notify you of material changes by email and with an in-app notice, and keep a history of previous versions at au.household.pet/privacy/history.

13. Contact us

Email privacy@au.household.pet, or post to TICSI Pty Ltd, Suite 408, 100 Harbour Esp, Docklands VIC 3008.