Charlie Pet Health (trading as Vita Spot Pty Ltd) ("we", "us", "our", or "Charlie Pet Health") is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, store, and protect personal information in accordance with applicable privacy laws, including:

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• The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) in Australia

• The Personal Information Protection and Electronic Documents Act (PIPEDA) in Canada

• State and territorial privacy legislation where applicable

• The General Data Protection Regulation (GDPR) where applicable to European residents

By using our services, visiting our website, or providing your personal information to us, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy.

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About Our Services

Charlie Pet Health provides access to preventative veterinary diagnostics and pet health screening services through our platform. Our services include:

• Preventative health screenings for companion animals

• Diagnostic testing and analysis through our partner veterinary clinics, mobile veterinary partners and partner laboratory providers

• Digital health records and reporting

• Educational resources and health recommendations

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What Personal Information We Collect

We collect personal information that is reasonably necessary to provide our services and operate our business. The types of information we may collect include:

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Client Information

• Name, address, email address, and phone number

• Payment and billing information (credit card details, banking information)

• Communication preferences

• Account credentials and login information

• Communication history with our team

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Pet Information

• Pet's name, species, breed, age and sex

• Medical history and health records

• Vaccination records and preventative care history

• Diagnostic test results and laboratory findings

• Veterinary recommendations

• Microchip numbers and registration details

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Veterinary Practice Information

For veterinary practices using our services:

• Practice name, address, and contact details

• Veterinarian names and professional registration numbers

• Business registration and tax information

• Practice management system integration data

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Technical and Usage Information

• IP address and device identifiers

• Browser type and operating system

• Pages visited, time spent, and navigation patterns

• Cookies and similar tracking technologies

• Location data (with consent where required)

• Application usage analytics

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How We Collect Personal Information

We collect personal information through:

• Direct interactions when you create an account, book services, or contact us

• Veterinary clinics and practices when you authorize them to use our services

• Our website, mobile applications, and online platforms

• Third-party service providers and partners (with appropriate consent)

• Publicly available sources where lawful and appropriate

• Cookies and automated technologies on our digital platforms

We will only collect personal information by lawful and fair means, and where practicable, directly from you. We will inform you at or before the time of collection about:

• The purposes for which we are collecting the information

• Who we may disclose your information to

• Whether collection is required or authorized by law

• The consequences if you choose not to provide the information

• How you can access and correct your information

• How you can make a privacy complaint

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How We Use Personal Information

We use your personal information for the following primary purposes:

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Service Delivery

• Providing preventative health screenings and diagnostic testing

• Processing and analyzing laboratory samples

• Generating health reports and recommendations

• Maintaining accurate health records for your pet

• Communicating test results and health information

• Facilitating veterinary consultations and referrals

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Business Operations

• Processing payments and managing billing

• Managing customer accounts and service delivery

• Responding to inquiries and providing customer support

• Scheduling appointments and sending reminders

• Improving our services and developing new offerings

• Conducting quality assurance and training

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Legal and Regulatory Compliance

• Complying with veterinary practice regulations and professional standards

• Maintaining records as required by law

• Responding to legal processes and government requests

• Protecting against fraud, security threats, and illegal activity

• Enforcing our terms and conditions

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Communication and Marketing

With your consent where required:

• Sending service updates and health reminders

• Providing educational content about pet health

• Marketing our services and special offers

• Conducting surveys and research

• Sending newsletters and promotional communications

You may opt out of marketing communications at any time by using the unsubscribe mechanism in our communications or contacting us directly.

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How We Disclose Personal Information

We may disclose your personal information to third parties in the following circumstances:

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Veterinary Professionals and Service Providers

• Licensed veterinarians and veterinary specialists for consultation and care

• Veterinary clinics and practices where you receive services

• Diagnostic laboratories and testing facilities

• Referral veterinarians and emergency care providers

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Business Service Providers

• Cloud hosting and data storage providers

• Payment processors and financial institutions

• IT support and software service providers

• Customer relationship management platforms

• Marketing and communication service providers

• Professional advisors (lawyers, accountants, consultants)

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Legal and Regulatory Authorities

• Government agencies and regulatory bodies when required by law

• Law enforcement and legal authorities in response to valid legal processes

• Professional regulatory bodies (veterinary boards, licensing authorities)

• Public health authorities for disease surveillance and reporting

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Business Transactions

In the event of a merger, acquisition, sale of assets, or similar business transaction, your personal information may be transferred to the acquiring entity, subject to the same privacy protections.

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With Your Consent

We may disclose your information to other third parties with your explicit consent or as otherwise authorized by you.

We require all third parties to whom we disclose personal information to:

• Protect the confidentiality and security of personal information

• Use the information only for the specified purposes

• Comply with applicable privacy laws and regulations

• Maintain appropriate data security measures

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International Data

Charlie Pet Health operates across multiple jurisdictions, including Australia, Canada, and potentially the United States.

Your personal information is stored and processed in your country of residence.

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Data Security

We take the security of your personal information seriously and implement reasonable administrative, technical, and physical safeguards to protect against unauthorized access, disclosure, alteration, and destruction.

Our security measures include:

• Encryption of data in transit and at rest

• Secure access controls and authentication systems

• Regular security assessments and vulnerability testing

• Employee training on privacy and data protection

• Secure data backup and disaster recovery procedures

• Confidentiality agreements with employees and contractors

• Network security monitoring and intrusion detection

While we strive to protect your personal information, no method of transmission or storage is completely secure. We cannot guarantee absolute security but will notify you of any data breaches in accordance with applicable laws.

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Data Retention

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected and to comply with legal obligations.

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Retention Periods

• Client account information: Duration of active relationship plus 7 years

• Pet health records and diagnostic results: Minimum 7 years from last service (may be longer as required by veterinary regulations)

• Financial and payment records: 7 years from transaction date

• Marketing communications data: Until consent is withdrawn or 2 years of inactivity

• Technical logs and analytics: 12-24 months

After the retention period expires, we will securely destroy or permanently de-identify personal information in accordance with our data destruction policies.

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Your Privacy Rights

You have the following rights regarding your personal information:

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Access and Correction

You have the right to:

• Request access to the personal information we hold about you

• Request correction of inaccurate, incomplete, or outdated information

• Receive a copy of your personal information in a commonly used format

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Deletion and Restriction

You may request:

• Deletion of your personal information (subject to legal retention requirements)

• Restriction or suspension of processing in certain circumstances

• Withdrawal of consent where processing is based on consent

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Objection and Portability

You have the right to:

• Object to processing of your personal information for direct marketing purposes

• Request transfer of your data to another service provider (data portability)

• Request human review of automated decisions that significantly affect you

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How to Exercise Your Rights

To exercise any of these rights, please contact our Privacy Officer using the details provided in the "Contact Us" section. We will respond to your request within:

• 30 days for requests under Australian privacy law

• 30 days for requests under Canadian privacy law (PIPEDA)

• 1 month for requests under GDPR (with possible extension to 3 months for complex requests)

We may require verification of your identity before processing your request. In some cases, we may charge a reasonable fee for providing access to information or deny a request where permitted by law.

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Cookies and Tracking Technologies

We use cookies and similar technologies to enhance your experience, analyze usage patterns, and deliver personalized content.

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Types of Cookies We Use

• Essential cookies: Necessary for website functionality and security

• Performance cookies: Collect information about how you use our website

• Functionality cookies: Remember your preferences and settings

• Marketing cookies: Deliver relevant advertisements and track campaign effectiveness

You can control cookies through your browser settings. Disabling cookies may affect the functionality of our website and services.

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Third-Party Links and Services

Our website and communications may contain links to third-party websites, applications, or services. We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before providing any personal information.

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Children's Privacy

Our services are not directed to children under 16 years of age (or under 13 in some jurisdictions). We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately so we can delete it.

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Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of significant changes by:

• Posting the updated policy on our website with a new effective date

• Sending email notification to registered users

• Displaying a prominent notice on our platform

Your continued use of our services after changes take effect constitutes acceptance of the revised Privacy Policy.

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Privacy Complaints

If you believe we have breached applicable privacy laws or this Privacy Policy, you have the right to make a complaint.

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Internal Complaint Process

1. Submit your complaint in writing to our Privacy Officer

2. We will acknowledge receipt within 7 business days

3. We will investigate and respond within 30 days

4. If you are not satisfied with our response, we will work with you to resolve the issue

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External Complaints

If you are not satisfied with our response, you may lodge a complaint with:

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Australia:
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

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Canada:
Office of the Privacy Commissioner of Canada
Website: www.priv.gc.ca
Phone: 1-800-282-1376
Email: info@priv.gc.ca

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European Union (GDPR):
Your local data protection authority

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Contact Us

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact our Privacy Officer:

Charlie Pet Health

Vita Spot Operations Pty Ltd

Privacy Officer

Email: info@charliepethealth.com

Phone: +61 409 043 946

Australia Operations:
116/810 Elizabeth Street, Waterloo NSW 2017

Canada Operations:
135 17^TH Street East

Unit 1401

North Vancouver, BC

V7L 0C4

We are committed to protecting your privacy and will respond to all inquiries promptly and professionally.

This Privacy Policy was last updated on March 25, 2026, and complies with the Privacy Act 1988 (Cth), Australian Privacy Principles, PIPEDA, and applicable state/territorial privacy legislation.