Contact
Questions, support requests, and partnership conversations are all handled here. We respond as quickly as possible during Australian business hours.
For general enquiries, email us and include your reason for contact.
info@pathwellPetPRO.comBy creating an account, accessing, or using PetPRO, you agree to these Terms and Conditions ("Terms"). If you do not agree, do not use PetPRO.
Pet health monitoring tool. PetPRO is a pet health monitor and symptom tracking tool designed to help you prepare for veterinary visits by logging observations and generating a summary you can share with a veterinarian.
Not veterinary advice. PetPRO does not provide veterinary diagnosis or treatment instructions and is not a substitute for professional veterinary care.
Urgent situations. If your pet is in distress or you suspect an emergency, contact your veterinarian or an emergency animal hospital immediately. Do not rely on PetPRO for urgent decision-making.
Note: Examples of situations requiring immediate veterinary attention include (but are not limited to): difficulty breathing or collapse; suspected ingestion of a toxic substance; uncontrolled bleeding; seizures; or inability to stand or walk. If in doubt, seek emergency care immediately; do not use PetPRO as a substitute for that decision.
You must be at least 18 years old (or the age of majority in your Australian state or territory, which is 18 years in all states and territories of Australia) to create an account.
You are responsible for:
PetPRO may offer:
Features may evolve over time.
PRO programs involve validated questionnaires about your pet's health and behaviour. PRO data is collected for the purpose of generating personalised insights for you and, in de-identified or aggregated form, for product research and improvement. PRO data is not shared with third-party research organisations in identifiable form without your separate express consent.
Before enrolling in a PRO program you will be presented with a specific disclosure and consent step. If any PRO questionnaire requires you to provide information about your own health or wellbeing, that information will be treated as sensitive information in accordance with our Privacy Policy.
PetPRO may allow you to generate a report and share it (e.g., email/export) to yourself or to a clinic/veterinarian. You acknowledge and agree:
Some features may use machine learning or artificial intelligence to:
AI output can be incomplete or incorrect. You should review and verify any AI-generated content before relying on it or sharing it with your vet. You remain responsible for your decisions and any content you submit or share.
PetPRO's AI features have not been clinically validated and do not constitute veterinary opinion, diagnosis, or treatment advice. AI-generated summaries and insights are intended as a starting point for discussion with a qualified veterinarian only. AI features have not been assessed or approved by the Australian Pesticides and Veterinary Medicines Authority (APVMA), the Therapeutic Goods Administration (TGA), or any other regulatory body. Do not use AI-generated content as a substitute for professional veterinary advice.
AI features process your User Content (such as symptom logs and journal entries) to generate summaries and insights. See our Privacy Policy for details on how your data is used for AI features and whether it may be used for model improvement.
"User Content" means all information you provide through PetPRO, including pet profile details, symptoms, activity and diet logs, documents, photos, videos, appointment details, and journal entries.
You:
Where you upload or capture photos or videos of your pet through PetPRO, those media files form part of your User Content. PetPRO may process pet photos and videos to:
PetPRO will not use identifiable pet photos or videos for marketing, advertising, or publication without your separate express written consent. You may remove photos and videos from your pet's profile at any time through the app.
Your User Content, including photos and videos, will not be used to train or fine-tune AI or machine learning models without your separate express consent. For clarity, de-identified or aggregated analytics data may be used for product improvement and model evaluation, but identifiable User Content will not be used as AI training data without your consent.
PetPRO may process User Content and usage data to create aggregated, de-identified datasets ("Aggregated Data"). Aggregated Data does not identify you or your pet individually and does not constitute personal information under the Privacy Act 1988 (Cth). Examples include population-level insights such as symptom prevalence by breed, condition frequency by region, or treatment response patterns across cohorts.
PetPRO may use, license, or sell Aggregated Data to third parties including but not limited to: pet health insurers, veterinary research institutions, academic bodies, pharmaceutical companies, and animal health industry participants. You acknowledge that because Aggregated Data is de-identified and non-personal, no additional consent is required for these uses and no revenue sharing obligation arises.
PetPRO applies the de-identification standard consistent with the Office of the Australian Information Commissioner's (OAIC) De-identification Decision-Making Framework. No Aggregated Data will be released unless PetPRO is satisfied that re-identification of individuals is not reasonably practicable given the nature of the data and the likely recipients.
Where a user deactivates or deletes their account, PetPRO may retain data in de-identified and aggregated form indefinitely for the purposes described in §7A.2. This retained data cannot be used to identify you or your pet and is not subject to deletion obligations under APP 11. Personal information linked to your account will be handled in accordance with the deletion timeframes in the Privacy Policy.
Prior to releasing any Aggregated Data to any third party, PetPRO will apply and document a de-identification process that includes, at minimum:
A data sharing register recording the date, recipient, dataset description, de-identification steps applied, and applicable commercial terms will be maintained for a minimum of 7 years.
Users who wish to contribute identifiable longitudinal data to verified research partners may opt in to the PetPRO Research Contribution Program via Settings. Participation is voluntary, may be withdrawn at any time by contacting info@pathwellPetPRO.com or, where available in-app, through Settings > Data & Privacy > Research Contribution, and is subject to a separate consent notice presented at the point of opt-in. Withdrawal of consent does not affect the lawfulness of processing prior to withdrawal.
You must not:
If you purchase Premium:
How to cancel. To cancel your Premium subscription: go to in-app Account Settings > Subscription > Cancel. Cancellation takes effect at the end of your current billing period. You will receive a confirmation email with your subscription end date. PetPRO will not charge you after you cancel, and you will retain Premium access until the end of your paid period.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You may be entitled to remedies (repair, replacement, refund, compensation) for failures that constitute a major failure and other reasonably foreseeable loss.
Except where the ACL requires otherwise:
PetPRO may rely on third-party providers (e.g., hosting, analytics, email delivery, push notifications, customer support tooling, payment/app store infrastructure). Your use may be subject to their terms and policies.
PetPRO may display product recommendations from third-party retailers and brands ("Affiliate Partners") within the app. These recommendations may be generated by PetPRO's proprietary recommendation engine based on your pet's profile, logged symptoms, and health data. PetPRO may receive a commission or referral fee if you purchase a product through an affiliate link. The existence of an affiliate relationship does not influence the clinical or health-related content of PetPRO, and affiliate recommendations are clearly distinguished from health guidance.
Note: Where an affiliate recommendation is displayed in the app, it will be labelled: "PetPRO may earn a commission on purchases made through this link."
Current Affiliate Partners include, but are not limited to:
Affiliate relationships are managed through Commission Factory (commissionfactory.com). A current list of Affiliate Partners is maintained at www.pathwellPetPRO.com/partners and is updated when material changes occur.
Our collection and handling of personal information is described in the PetPRO Privacy Policy below, which forms part of these Terms.
We may update, modify, suspend, or discontinue PetPRO (or parts of it). For material changes that affect the core features you are paying for, we will provide at least 30 days' prior written notice to paid subscribers via email and/or in-app notification before such changes take effect, except where:
Where we discontinue a paid feature entirely, paid subscribers affected will be offered a proportionate remedy (such as a credit or partial refund for any unexpired paid period) in accordance with the Australian Consumer Law.
To the maximum extent permitted by law:
To the maximum extent permitted by law and subject to the ACL:
You agree to indemnify PetPRO Australia Pty Ltd against claims, losses, and expenses arising from your breach of these Terms, unlawful use of PetPRO, or infringement of third-party rights through your User Content.
These Terms are governed by the laws of Australia and the courts of New South Wales.
Legal / Support: info@pathwellPetPRO.com
Postal address: 1/10 Bass Avenue, East Hills NSW 2213
This Privacy Policy explains how PetPRO Australia Pty Ltd manages personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including the required matters under APP 1.4.
Name, email address, phone number (if provided), login/authentication details (tokenised), and preferences.
Pet name, species/breed, age, weight, microchip number (if entered), allergies/conditions (pet), diet/meal plans, medications (pet), vet/clinic contact details, appointment dates/times, and reminders.
Symptom logs, activity logs, diet logs, mood/wellness notes, weight history, and free-text journal entries.
Vet documents you upload, photos of your pet, videos of your pet, and other files you attach to your pet's profile.
Note: Photos and videos of your pet are used to support health tracking, vet-ready reports, and AI features where you have enabled them. They are not used for marketing or shared publicly without your separate express written consent. See §3 and §7 of the Terms & Conditions for further detail on how pet media is used.
Where photos or videos incidentally capture images of people (for example, owners or family members appearing in pet photos), PetPRO will treat those images as personal information and will not use or disclose them beyond the purpose for which they were provided. Where practicable, we encourage users to upload photos and videos that focus on the pet rather than including identifiable persons.
Responses to validated questionnaires or owner-reported outcome measure (PRO) instruments about your pet's health and behaviour. Before you enrol in a PRO program, we will present you with a specific disclosure explaining the purpose of the questionnaire, how your responses will be used, and whether your responses will be shared with any third party. Where any PRO questionnaire collects information that constitutes sensitive information about you (including human health information), we will seek your express consent prior to collection.
Messages you send to us (support requests, feedback), and records of communications we send you (service emails, reminders).
We may receive limited subscription status and transaction metadata from app stores (e.g., plan type, renewal status). We generally do not receive your full payment card details if you pay via Apple/Google.
Device type, operating system version, app version, IP address (approximate), time zone, language, crash logs, performance data, and interaction events.
Important: Pet health information is generally not "health information" about a person under the Privacy Act. However, if you include information about your own health or another person in notes, uploads, or photos, that may be treated as sensitive information. Please avoid entering unnecessary human health information. Where we identify that sensitive information about a person has been collected, we will only use or disclose it for the purpose for which it was collected or with your consent, and we will apply heightened access and security controls to that information.
We collect information:
We use information to:
In addition to processing your personal information for the purposes in §3, PetPRO derives Aggregated Data from information collected across our user base. This includes de-identified, population-level insights relating to pet health conditions, symptom patterns, breed-specific claim frequencies, treatment responses, and care journey behaviours.
Aggregated Data is used to:
Aggregated Data does not contain your name, contact details, pet name, or any other direct identifier. It cannot reasonably be used to identify you or your pet. It is not personal information for the purposes of the Privacy Act 1988 (Cth) and is not subject to the Australian Privacy Principles.
De-identified and aggregated data derived from your usage may be retained by PetPRO indefinitely, including after account deactivation or deletion. This is because once de-identified, the data no longer constitutes personal information and is not subject to the destruction or de-identification obligations in APP 11.
If you choose to participate in the PetPRO Research Contribution Program, we may share longitudinal data associated with your pet's profile, in a form that may be identifiable at the cohort level, with verified research partners. This program requires separate, express, informed consent and is governed by a dedicated consent notice. You may withdraw at any time by contacting us at info@pathwellPetPRO.com or, where available in-app, through Settings > Data & Privacy > Research Contribution. Withdrawal of consent does not affect the lawfulness of processing prior to withdrawal.
Current and prospective categories of Aggregated Data recipients include:
Individual recipient names will be maintained in PetPRO's Vendor and Data Partner List at www.pathwellPetPRO.com/partners, updated when material changes occur.
We may disclose personal information to:
Including hosting, databases, analytics, crash reporting, email delivery, push notifications, customer support tooling, and security providers, only as needed to operate PetPRO.
If you use features that send or share a report, we disclose the information you instruct us to send to the recipient. Vet clinics and partner organisations that participate in PetPRO's business-to-business arrangements will only receive data that you have explicitly chosen to export or share. We require our B2B partners to handle your information in accordance with applicable privacy law.
Regulators, courts, law enforcement, or advisers where required or authorised by law, or where necessary to protect rights, safety, and security.
If we undergo a merger, acquisition, or asset sale, information may be transferred as part of that transaction (subject to confidentiality and applicable law).
Where you interact with or purchase through an Affiliate Partner recommendation displayed in PetPRO, we may share limited data with that partner to facilitate the referral and track commission attribution. This data is limited to referral click identifiers and transaction confirmation; we do not share your pet's health data, symptom logs, photos, videos, or personal profile with Affiliate Partners without your separate express consent.
Some of our service providers store or process personal information outside Australia. Based on our current vendor arrangements, personal information may be disclosed to recipients in the following countries: the United States of America and the European Union (and member states). The countries in which our key service providers are located are set out in our Vendor List, which is available at www.pathwellPetPRO.com/vendors and is updated when our vendor arrangements change materially.
Named overseas processors currently include, but are not limited to: Commission Factory Pty Ltd (affiliate tracking infrastructure, data hosted in the United States of America).
Where we disclose personal information to overseas recipients, we take the following steps to ensure it is handled consistently with the APPs:
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. Controls may include access controls, encryption in transit, logging/monitoring, secure backups, and least-privilege practices.
We retain personal information for the following periods, unless a longer retention period is required by law:
Note: Account deactivation and data deletion are separate steps. When you select Delete Account, your account is deactivated immediately and you lose access to PetPRO. To request permanent deletion of your personal information, please use the in-app deletion function at Settings > Account > Delete Account or contact info@pathwellPetPRO.com. We will process verified deletion requests within 30 days and purge personal information from primary systems within 90 days of a verified deletion request. Backup copies will be purged within 30 days of the next scheduled backup rotation following deletion.
You may request deletion of your account and associated personal information at any time (see Section 9). We will process deletion requests within 30 days, subject to the exceptions described above.
Including appointment reminders you enable, subscription notices, account security alerts, and other communications necessary to provide the service. These communications are sent without requiring separate marketing consent as they are required for the service.
Including product updates, new feature announcements, and promotional offers. We will only send marketing communications where you have provided your express consent at account creation or subsequently opted in. We will not use pre-ticked boxes or inferred consent as a basis for sending marketing communications.
All commercial electronic messages we send will include a clear and functional unsubscribe mechanism. You can unsubscribe from marketing communications at any time by clicking the unsubscribe link in any marketing email, or by updating your notification preferences in in-app Settings. Unsubscribe requests will be actioned within 5 business days. Push notification preferences can be controlled in your device settings and/or within the app.
PetPRO may use SDKs and similar technologies to understand usage, improve performance, and debug crashes. These may collect device identifiers and usage events. Where required, we provide choices/controls.
You may request access to personal information we hold about you and request corrections if it is inaccurate, out-of-date, incomplete, irrelevant, or misleading. You may also request deletion of your account and associated information.
To request deletion of your personal information, you may:
Account deactivation and data deletion are separate steps: selecting Delete Account deactivates your account and initiates the deletion request process. See §6 for retention periods and backup purge timelines.
We may need to verify your identity before fulfilling requests. We will respond to access, correction, and deletion requests within 30 days of receiving a verified request. Where we are unable to comply with a request (for example, due to a legal obligation to retain information), we will notify you of the reason within that period.
If you have a privacy concern or complaint, contact us first and we will respond within a reasonable time.
If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
Privacy contact: info@pathwellPetPRO.com
Postal address: 1/10 Bass Avenue, East Hills NSW 2213
We may update this Privacy Policy from time to time. For material changes (such as changes to the types of information we collect, new overseas disclosures, or new uses of your data), we will notify you by email and/or in-app notification at least 14 days before the change takes effect. For non-material changes, we will post the updated version in-app and/or on our website and update the effective date.
Your continued use of PetPRO after the effective date of an update constitutes acceptance of the revised Privacy Policy.