Privacy Policy

Privacy Policy

Bondi House Vet
Last Updated: August 9, 2025

1. Introduction

Bondi House Vet, (Safevet Pty Ltd), is committed to protecting your privacy and personal information. This Privacy Policy explains how we collect, use, store, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs).

Contact Details:
Business Name: Bondi House Vet
Address: 4/30 Denison st, Bondi Junction, NSW 2022
Phone: 0483 967 022
Email: info@bondihousevet.com.au
Website: bondihousevet.com.au

2. About This Policy

This Privacy Policy applies to all personal information collected by Bondi House Vet through:

  • Our website (bondihousevet.com.au)

  • Veterinary consultations and services

  • Phone, SMS, and email communications

  • Online booking systems

  • Payment processing

As a private sector health service provider, Bondi House Vet is bound by the Privacy Act 1988 regardless of our business size.

3. What Personal Information We Collect

3.1 Client Information

We collect personal information necessary to provide veterinary services, including:

Contact Information:

  • Full name

  • Address (home and postal if different)

  • Phone numbers (mobile and landline)

  • Email address

Billing Information:

  • Payment details (credit card information is not stored)

  • Billing address

  • Banking details for direct debit arrangements

Appointment Information:

  • Preferred appointment times

  • Location for mobile visits

  • Special access instructions

  • Emergency contact details

3.2 Pet Health Information

Medical Records:

  • Pet's name, breed, age, and microchip details

  • Vaccination history

  • Medical history and current health conditions

  • Treatment records and medications

  • Diagnostic test results

  • Veterinary examination findings

  • Treatment plans and outcomes

Behavioral Information:

  • Temperament and behavioral concerns

  • Handling requirements

  • Previous veterinary experiences

3.3 Communication Preferences

  • Preferred contact methods

  • SMS communication consent

  • Marketing communication preferences

  • Appointment reminder preferences

3.4 Website Usage Information

  • IP address

  • Browser type and version

  • Pages visited on our website

  • Time spent on pages

  • Referring websites

  • Device information

4. How We Collect Personal Information

4.1 Direct Collection

Most personal information is collected directly from you when you:

  • Book appointments through our website or phone

  • Complete new client forms

  • Engage our veterinary services

  • Subscribe to our communications

  • Make inquiries or complaints

  • Provide consent for SMS communications

4.2 Third Party Collection

We may occasionally collect information from:

  • Referring veterinarians with your consent

  • Previous veterinary clinics with appropriate authorization

  • Emergency contacts when necessary

  • Payment processors (limited to transaction confirmations)

4.3 Website Collection

Our website may collect information through:

  • Contact forms

  • Online booking systems

  • Cookies and similar technologies

  • Website analytics

5. Why We Collect Personal Information

5.1 Primary Purposes

Veterinary Care:

  • Providing mobile veterinary services

  • Maintaining accurate medical records

  • Monitoring your pet's health over time

  • Coordinating care with other veterinary professionals

  • Following up on treatments and medications

Business Operations:

  • Appointment scheduling and management

  • Billing and payment processing

  • Communication regarding services

  • Responding to inquiries and complaints

  • Meeting legal and regulatory requirements

5.2 Secondary Purposes

Communication and Reminders:

  • Sending appointment confirmations and reminders via SMS or email

  • Providing follow-up care instructions

  • Notifying about vaccination due dates

  • Sharing important health information about your pet

Business Improvement:

  • Improving our services based on feedback

  • Website functionality and user experience enhancement

  • Service area planning and logistics

5.3 Marketing (with consent)

  • Health tips and seasonal reminders

  • New service announcements

6. SMS Communications and Consent

6.1 SMS Service Description

We use SMS messaging services powered by Twilio and GoHighLevel to communicate with our clients. These services help us provide:

  • Appointment confirmations and reminders

  • Follow-up care instructions

  • Medication reminders

  • Health notifications

  • Quick response to inbound calls and messages that may be urgent

  • Service hours, including referral details to emergency clinics

6.2 Consent for SMS Communications

Explicit Consent: By providing your mobile phone number and booking our services, you explicitly consent to receive SMS messages from Bondi House Vet.

Types of Messages: You consent to receive the following types of SMS messages:

  • Transactional messages (appointment confirmations, reminders, follow-ups)

  • Informational messages (health reminders, care instructions)

  • Practice announcements (service changes, emergency notifications)

6.3 SMS Compliance and Identification

Our initial SMS messages include:

  • Sender identification (Bondi House Vet)

  • Clear opt-out instructions

  • Contact information when required

Message Format Example:
"Hi [Name], this is Dr Raf from Bondi House Vet. Your pet's vaccination is due. Reply STOP to unsubscribe or call 0483967022"

6.4 Opt-Out Procedures

You can unsubscribe from SMS communications at any time by:

  • Text Response: Reply "STOP" to any SMS message

  • Phone: Call us at 0483 967 022

  • Email: Send request to info@bondihousevet.com.au

  • Written Request: Mail to 4/30 Denison st, Bondi Junction, NSW 2022

Opt-Out Processing: We will process your opt-out request within 24 hours and send a confirmation message.

6.5 Third-Party Service Providers

Twilio: We use Twilio's messaging platform for SMS delivery. Twilio's privacy policy and terms apply to message transmission.

GoHighLevel: We use GoHighLevel for CRM and communication management. Their privacy practices apply to data processing within their platform.

Both providers are bound by their respective privacy policies and data protection measures.

7. How We Use and Disclose Personal Information

7.1 Internal Use

Personal information is accessed by:

  • Dr Rafael Dye (principal veterinarian)

  • Authorized Nurses for appointment scheduling and client service

  • Contracted administrative services under confidentiality agreements

7.2 Disclosure to Third Parties

With Your Consent:

  • Referring veterinarians for continuity of care

  • Specialist veterinary clinics when referrals are necessary

  • Pet insurance companies for claims processing (with authorization)

  • Laboratory services for diagnostic testing

Legal Requirements:

  • Court orders or subpoenas

  • Law enforcement investigations

  • Regulatory compliance (Australian Veterinary Boards Council)

  • Public health notifications as required by law

Business Operations:

  • IT service providers under strict confidentiality agreements

  • Payment processors (limited information for transaction processing)

  • Professional advisers (lawyers, accountants) under confidentiality obligations

  • SMS service providers (Twilio, GoHighLevel) for communication delivery

7.3 We Do Not Sell Personal Information

We never sell, rent, or trade your personal information to third parties for marketing purposes.

8. Data Storage and Security

8.1 Storage Locations

Personal information is stored:

  • On secure local servers in Australia

  • In cloud-based systems with Australian data hosting (where applicable)

  • In physical files secured at our business premises

  • With third-party service providers who comply with Australian privacy requirements

8.2 Security Measures

We implement reasonable security measures including:

  • Password protection for digital systems

  • Secure file storage for physical records

  • Restricted access to personal information

  • Regular software updates and security patches

  • Staff training on privacy and confidentiality

  • Secure disposal of records when no longer needed

8.3 Data Breach Response

In the event of a data breach that may cause serious harm, we will:

  • Take immediate steps to secure the breach

  • Assess the risk of harm to affected individuals

  • Notify the Office of the Australian Information Commissioner within 72 hours

  • Notify affected individuals without unreasonable delay

  • Take remedial action to prevent future breaches

9. Data Retention and Destruction

9.1 Retention Periods

We retain personal information for:

  • Veterinary records: Minimum 7 years as required by veterinary regulations

  • Client contact information: Until you request removal or cease to be a client

  • Financial records: 7 years for taxation and auditing requirements

  • SMS communication records: As required for compliance and service delivery

9.2 Secure Destruction

When personal information is no longer needed, we:

  • Securely delete electronic records

  • Shred physical documents

  • Ensure third-party service providers destroy data according to contractual obligations

  • Maintain certificates of destruction where appropriate

10. Your Rights and Choices

10.1 Access to Your Information

You have the right to:

  • Request access to personal information we hold about you

  • Request a summary of your pets medical record

  • Understand how your information is being used

  • Request information about disclosures to third parties

Access Request Process:

  1. Submit written request to info@bondihousevet.com.au

  2. Verify your identity

  3. Receive response within 30 days

  4. Pay reasonable copying costs if applicable

10.2 Correction of Information

You have the right to:

  • Request correction of inaccurate or outdated information

  • Update your contact details and preferences

  • Amend your pet's medical history with supporting documentation

10.3 Communication Preferences

You can:

  • Opt-out of marketing communications

  • Modify appointment reminder preferences

  • Update preferred contact methods

  • Withdraw consent for non-essential communications

10.4 Complaints Process

If you believe we have mishandled your personal information:

Step 1 - Internal Complaint:

Step 2 - External Complaint:
If unsatisfied with our response, you may complain to:
Office of the Australian Information Commissioner (OAIC)

11. Cookies and Website Technology

11.1 Cookie Usage

Our website may use cookies to:

  • Remember your preferences

  • Improve website functionality

  • Analyze website usage

  • Enable online booking features

11.2 Managing Cookies

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

11.3 Website Analytics

We may use analytics services to understand website usage. These services may collect:

  • Pages visited

  • Time spent on site

  • General geographic location

  • Referring websites

12. Children's Privacy

We do not knowingly collect personal information from children under 16 without parental consent. Pet ownership information is collected from adult pet owners or guardians.

13. International Transfers

We generally store information within Australia. If information must be transferred overseas, we ensure:

  • The recipient country has adequate privacy protections

  • Contractual privacy protections are in place

  • You are notified of the transfer where required

14. Changes to This Policy

14.1 Policy Updates

We may update this Privacy Policy to reflect:

  • Changes in privacy laws

  • New business practices

  • Technology improvements

  • Service enhancements

14.2 Notification of Changes

We will notify you of material changes by:

  • Posting updates on our website

  • Email notification to current clients

  • SMS notification for significant changes

  • Including change notices in appointment communications

14.3 Continued Use

Continued use of our services after policy changes constitutes acceptance of updated terms.

15. Contact Information

Privacy Officer: Dr Rafael Dye
Address: 4/30 Denison st, NSW 2022
Phone: 0483 967 022
Email: info@bondihousevet.com.au
Website: bondihousevet.com.au

Business Hours:

  • Phone consultations: Monday-Friday, 12:00 PM - 9:00 PM

  • Email responses: Within 48 hours during business days

  • Consultations must be booked in advance and require individual approval.

For privacy-related inquiries, please mark your communication as "Privacy Inquiry" to ensure prompt attention.

16. Compliance Statement

This Privacy Policy complies with:

  • Privacy Act 1988 (Cth)

  • Australian Privacy Principles

  • Health Records legislation (where applicable)

  • Telecommunications regulations for SMS communications

  • Professional veterinary standards and ethics

Effective Date: This Privacy Policy is effective as of the "Last Updated" date shown above.

 

This Privacy Policy was last reviewed on August 9, 2025. We recommend reviewing this policy periodically for any updates or changes.

Terms of Service

Terms of Service

Bondi House Vet
Last Updated: August 9, 2025

1. Acceptance of Terms

By accessing and using the Bondi House Vet website (bondihousevet.com.au), booking our services, or engaging with our SMS communications, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. If you do not agree with these terms, please do not use our website or services.

2. About Bondi House Vet

Bondi House Vet is a mobile veterinary service operated by Dr Rafael Dye, providing personalized veterinary care in Sydney's Eastern Suburbs. Our services include:

  • Mobile veterinary consultations

  • Vaccinations and health checkups

  • Blood tests and diagnostics

  • Emergency callouts (non-life-threatening)

  • Medications and prescription services

  • End-of-life care


Phone: 0483 967 022
Email: info@bondihousevet.com.au
ABN: [To be inserted]

3. Services Description

3.1 Mobile Veterinary Services

We provide comprehensive mobile veterinary services at your location within our service area in Sydney's Eastern Suburbs, including but not limited to Bondi, Vaucluse, Coogee, and Randwick.

3.2 Service Availability

Services are available by appointment only. Emergency services are available for non-life-threatening conditions. For true emergencies requiring immediate attention, clients should contact the nearest 24-hour veterinary emergency hospital.

3.3 Service Limitations

We are not a 24-hour emergency service. Life-threatening emergencies should be directed to the nearest veterinary emergency hospital immediately.

4. Appointment Booking and Cancellation

4.1 Booking

Appointments can be made through our website booking system, by phone, or via SMS. New patient consultations require completion of a patient history form.

4.2 Cancellation Policy

  • 24 hours notice required for cancellation

  • Same-day cancellations may incur a cancellation fee

  • Emergency cancellations due to pet's condition will be handled case-by-case

4.3 No-Show Policy

Failure to be available for a scheduled appointment without prior notice may result in a charge equivalent to the consultation fee.

5. Fees and Payment Terms

5.1 Payment Methods

We accept cash, credit/debit cards, and bank transfers. Payment is due at the time of service unless otherwise arranged.

5.2 Pricing

Current pricing is available on our website and may be subject to change. For an updated pricelist please message us on +61483967022

5.3 Late Payment

Outstanding accounts may incur interest charges and collection fees. Continued services may be suspended for overdue accounts.

6. SMS Communications and Consent

6.1 SMS Service Opt-In

By providing your mobile phone number and booking our services, you consent to receive SMS messages from Bondi House Vet regarding:

  • Appointment confirmations and reminders

  • Service updates and follow-up care

  • Health reminders for your pet

  • Practice announcements

6.2 Opt-Out Instructions

You may unsubscribe from SMS communications at any time by:

6.3 SMS Compliance

Our SMS communications comply with Australian spam laws and Twilio/GoHighLevel policies. All messages include sender identification and opt-out instructions where required.

6.4 Message Frequency

Message frequency varies based on your pet's needs and appointment schedule. You will not receive promotional messages unless specifically opted in.

Calls and messages outside our regular business hours will receive an automated SMS text message response with instructions for emergency clinic and to advise when we will respond to your enquiry.

7. Client Obligations

7.1 Pet Safety

You must ensure your pet's safety and the safety of our veterinarian during home visits. This includes:

  • Restraining aggressive or anxious pets appropriately

  • Providing a safe working environment

  • Disclosing any behavioral concerns

If your pet has ever bitten, scratched, lunged at, or otherwise shown aggression towards any human, including you or your family members, or any previous veterinarian, you must inform us of this. Failure to disclose a history of aggression or human injury may result in the termination of service by BONDI HOUSE VET.

7.2 Accurate Information

You must provide accurate and complete information about your pet's health history, current medications, and any changes in condition.

7.3 Follow-Up Care

You are responsible for following prescribed treatments and attending recommended follow-up appointments.

8. Professional Responsibilities and Limitations

8.1 Professional Standards

Our services are provided in accordance with Australian veterinary standards and regulations. Dr Rafael Dye is a registered veterinarian in New South Wales.

8.2 Treatment Limitations

Some conditions may require referral to specialist clinics or emergency hospitals. We will advise when our mobile service limitations require alternative care arrangements.

8.3 Prescription Medications

Prescription medications are only provided following appropriate veterinary examination and in accordance with Australian regulations.

9. Liability and Insurance

9.1 Professional Indemnity

Bondi House Vet maintains appropriate professional indemnity insurance as required by Australian veterinary regulations.

9.2 Limitation of Liability

To the extent permitted by law, our liability is limited to the cost of re-providing the service. We are not liable for consequential or indirect losses except as required under Australian Consumer Law.

9.3 Australian Consumer Law

Your rights under the Australian Consumer Law are not affected by these terms. We provide guarantees that cannot be excluded under Australian Consumer Law.

10. Privacy and Confidentiality

10.1 Personal Information

Your personal and pet health information is collected and managed in accordance with our Privacy Policy and Australian privacy laws.

10.2 Veterinary Records

We maintain confidential veterinary records in accordance with professional standards and may only disclose information as required by law or with your consent.

11. Intellectual Property

11.1 Website Content

All content on our website, including text, images, and logos, is protected by copyright and belongs to Bondi House Vet or our licensors.

11.2 Permitted Use

You may use our website for personal, non-commercial purposes only. Commercial use requires written permission.

12. Termination

12.1 Termination by Client

You may terminate our services at any time by providing written notice.

12.2 Termination by Bondi House Vet

We may terminate services at any time if:

  • Payment obligations are not met

  • Any aggressive verbal or physical behaviour directed at our staff

  • Terms of service are breached

  • Professional relationship breakdown occurs

  • Safety concerns arise

  • We are unable provide service due to staff shortage, traffic restrictions or other obstruction to business operations.

13. Changes to Terms

We may update these Terms of Service from time to time. Changes will be posted on our website with an updated "Last Updated" date. Continued use of our services constitutes acceptance of revised terms.

14. Governing Law

These Terms of Service are governed by the laws of New South Wales, Australia. Any disputes will be resolved in the courts of New South Wales.

15. Contact Information

For questions about these Terms of Service, please contact:

Bondi House Vet
4/30 Denison st, NSW 2022
Phone: 0483 967 022
Email: info@bondihousevet.com.au
Website: www.bondihousevet.com.au

16. Emergency Procedures

For life-threatening emergencies, immediately contact:

  • SASH (Small Animal Specialist Hospital): 1300 33 7724

  • Your nearest 24-hour veterinary emergency hospital

These Terms of Service constitute the entire agreement between you and Bondi House Vet regarding the use of our services and supersede any prior agreements or understandings.