WE'RE EVOLVING — ORA PET BEDS IS NOW SOOTHESOFT COMPLIMENTARY SHIPPING ON ALL ORDERS ACROSS AUSTRALIA

Privacy Policy

Last updated: 17 October 2026

At SootheSoft, we respect your privacy and believe you should understand how your personal information is handled.

This Privacy Policy explains how SootheSoft (“we”, “us” or “our”) collects, uses, stores and discloses personal information when you visit soothesoft.com.au, use the SootheSoft mobile application (the “App”), purchase our products or communicate with us (collectively, the “Services”).

We are based in Australia and aim to handle personal information in accordance with applicable Australian privacy laws, including the Australian Privacy Principles where they apply.

1. Information We Collect

The personal information we collect depends on how you interact with SootheSoft.

Information you provide to us

This may include:

  • Your name, email address, telephone number and delivery address.

  • Billing, order and purchase information.

  • Customer account details where you choose to create an online store account.

  • Information provided when contacting customer support.

  • Product reviews, feedback and other content you choose to submit.

  • Marketing preferences and communications with us.

Information collected automatically

When you use our website or online shopping services, certain information may be collected automatically, including:

  • Device and browser information.

  • IP address and approximate location derived from network information.

  • Pages visited and interactions with our website.

  • Shopping cart activity and product browsing.

  • Cookies and similar technologies used for website functionality, analytics and advertising.

The information collected may vary according to your device, browser settings, privacy preferences and the services you use.

Payment information

Payments are processed through Shopify and supported payment providers. These providers may collect and process payment details needed to complete your transaction.

SootheSoft does not need to receive your complete payment card details to fulfil an order.

2. How We Use Personal Information

We use personal information where reasonably necessary to operate our business and provide our Services.

This includes:

  • Processing purchases, payments, deliveries, returns and refunds.

  • Providing customer support and responding to enquiries.

  • Managing online store accounts and purchase histories.

  • Communicating important information about orders and services.

  • Maintaining and improving our website, products and customer experience.

  • Preventing fraud, protecting our systems and maintaining security.

  • Sending promotional communications where permitted by law and consistent with your preferences.

  • Meeting legal, accounting and regulatory obligations.

We may also use aggregated or de-identified information to understand how our Services are used and identify opportunities for improvement.

3. SootheSoft Mobile App

The SootheSoft App provides features for exploring our products, shopping and managing information about yourself, your household and your pets.

Information stored on your device

The current version of the App allows you to create profiles containing information such as your name, household details, pets' names, birthdays and other details you choose to provide.

You may also select photographs for these profiles.

This profile information is stored locally on your device. The current version of the App does not provide a SootheSoft cloud account or profile synchronisation service.

Locally stored household and pet information is not automatically transmitted to SootheSoft.

Shopping through the App

The App connects to our Shopify-powered store to display products, create shopping carts and facilitate checkout.

Information associated with browsing, shopping and purchasing may be processed by Shopify and relevant service providers.

Your locally stored household and pet profiles are not automatically included in information submitted during checkout.

Photographs and device features

When you choose a profile photograph, the App uses your device's photo-selection interface.

The App may also use sound and haptic feedback for interactive experiences. These functions do not, by themselves, require SootheSoft to collect your personal information.

Managing and deleting App information

You can manage profile information using the features available within the App.

Deleting the App generally removes its locally stored information from that device. Copies may remain in device backups, depending on your backup settings.

Deleting the App does not delete information associated with online purchases, customer support enquiries or other interactions with our website.

For assistance with personal information held by SootheSoft, please contact us using the details at the end of this policy.

4. Cookies and Similar Technologies

Our website uses cookies and similar technologies to support shopping functionality, remember preferences, understand website performance and, where applicable, support advertising.

These technologies may be provided by Shopify or other services integrated with our website.

You can manage cookies through your browser settings and any privacy controls made available on our website.

Disabling certain cookies may affect shopping cart functionality, account access or other website features.

Where applicable law requires consent or provides an opt-out right, we aim to honour those requirements through our website's privacy controls.

5. Marketing Communications

We may send you information about SootheSoft products, offers, news and other updates where you have subscribed or where otherwise permitted by law.

You can unsubscribe from promotional emails using the unsubscribe link included in those messages.

You may still receive essential transactional communications relating to purchases, deliveries, returns or customer support.

We do not use locally stored App pet or household profiles for marketing in the current version of the App.

6. Sharing Personal Information

We may disclose personal information to trusted service providers where reasonably necessary to operate our Services.

These may include:

  • Shopify, which powers our online store and checkout.

  • Payment processing providers.

  • Shipping, delivery and fulfilment partners.

  • Website hosting, technical support and security providers.

  • Customer service, review and communication platforms.

  • Analytics and advertising providers, where used and permitted.

  • Professional advisers and authorities where required or authorised by law.

We share information according to the services being provided and seek to limit disclosure to information reasonably necessary for the relevant purpose.

Some third-party services operate under their own privacy policies.

We may also disclose information where necessary to protect our legal rights, investigate suspected fraud or comply with applicable legal obligations.

7. Overseas Processing and Disclosure

Some of our service providers, including Shopify and other technology providers, may process or store information outside Australia.

Where we disclose personal information to overseas recipients, we aim to take appropriate steps to protect that information in accordance with applicable privacy laws.

The countries involved may vary depending on the providers and services used.

Where practicable and required by law, we will provide further information about the countries in which overseas recipients are located.

8. Security and Retention

We take reasonable steps to protect personal information against misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include access controls, secure service providers and appropriate technical and organisational safeguards.

No method of electronic storage or internet transmission can be guaranteed completely secure.

We retain personal information for as long as reasonably necessary to provide our Services, maintain business records, resolve disputes and comply with legal obligations.

When information is no longer required, we take reasonable steps to delete or de-identify it where appropriate and legally permitted.

Information stored locally in the App is managed separately from information held through our online store.

9. Your Privacy Rights and Choices

Depending on applicable law, you may have rights relating to the personal information we hold about you.

These may include requesting:

  • Access to your personal information.

  • Correction of information that is inaccurate, incomplete or out of date.

  • Deletion of personal information where applicable.

  • Information about how your personal information is handled.

  • Changes to your marketing communication preferences.

To make a request, contact us using the details below.

We may need to verify your identity before responding to certain requests.

We will consider requests in accordance with applicable law and explain if we are unable to fulfil a request.

10. Children's Privacy

Our Services are intended primarily for adults purchasing products for themselves and their pets.

We do not knowingly seek to collect personal information directly from children through our website or App.

If you believe a child has provided personal information to us without appropriate authorisation, please contact us so we can review the situation and take appropriate action.

11. Third-Party Websites and Services

Our website and App may contain links to websites, social media platforms and services operated by third parties.

These services have their own privacy practices, which may differ from ours.

We encourage you to review their privacy policies before providing personal information.

SootheSoft is not responsible for the privacy practices of third-party services that we do not control.

12. Privacy Enquiries and Complaints

If you have a question or concern about how SootheSoft handles personal information, please contact us.

We will review your enquiry or complaint and aim to respond within a reasonable period, generally within 30 days.

If you are dissatisfied with our response, or we do not respond within the applicable period, you may be able to contact the Office of the Australian Information Commissioner (OAIC).

Further information is available at www.oaic.gov.au.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our products, Services, technology, business practices or legal obligations.

When we make changes, we will publish the updated policy on our website and revise the date shown at the top.

Where required by law, we will provide additional notice or obtain consent for material changes.

14. Contact Us

For privacy enquiries, access or correction requests, complaints or other questions about this policy, please contact:

SootheSoft
Australia
Email: hello@soothesoft.com.au
Website: www.soothesoft.com.au

You can also contact us through the support options available on our website.