Your Privacy


Last updated: September 2023


This privacy policy applies to Franklin Vets, a company registered in New Zealand (we, us and our).

It describes how we collect, process, dispose of and protect information that relates to an identified or identifiable individual across our website (Personal Information). Aggregated and anonymised data that we collect and use is not Personal Information and, as such, this privacy policy does not apply to it.

Unless a capitalised term has been defined in this privacy policy, it uses the same definitions as those used in our terms and conditions, available at (Terms of Service). 

When handling Personal Information, we will comply with the New Zealand Privacy Act 2020.


Anonymous Users

If you visit our website or fill in a form on the website (or contact us in another way such as via a phone call or email), we may collect your name, email address, phone number, location information, information about how you use our website, the products you view and/or purchase, IP addresses and/or other device-identifying data, and any other information contained in your correspondence with us.

If you set up an account on, or purchase products from, our website, we may also collect the following information:

  • Your email address, phone number and physical address.
  • Billing information such as credit card details.


We collect Personal Information from:

  • you, when you provide that Personal Information to us, through registration and use of our website, or through any other contact you have with us (e.g. telephone call or email, web chat).
  • third parties, where you have authorised this (for example, any third party that hosts our website) or where the information is publicly available.
  • your use of our website, when you perform any action on, or interact with, any part of our website, including (as applicable):
  • clickstream data, which is a record of how you navigate or click through a website; and
  • information obtained through the use of cookies, web beacons and similar storage technologies. Please refer to the section of this privacy policy entitled “Cookies and Tracking” for further information, including information on how you can disable these technologies.


We will not use your Personal Information without having a lawful basis to do so. 

We may process your Personal Information (as applicable)

  • to create accounts within our website;
  • to bill you and to collect money that is owed, including authorising and processing credit card transactions,
  • to provide ways for you to contact us;
  • to provide our website, products and otherwise carry out our obligations under the Terms of Service;

and such processing is necessary for the performance of the contract between you and us.

We may also process your Personal Information:

  • to verify your identity;
  • to communicate with you (including responding to feedback and information requests relating to our website);
  • to communicate with, and comply with our obligations to, our third-party service providers, suppliers and other users of our website;
  • to send administrative messages, reminders, notices, updates, security alerts, and other information relevant to your use of our website and products;
  • to analyse and report on usage of our website and products, so we can improve the website and products;
  • to keep you informed of any changes to our Terms of Service or this privacy policy;
  • to send you marketing and promotional messages and other information that may be of interest to you where you have consented to receiving such material. You can opt out of this at any time by contacting us at or by clicking on the unsubscribe link that will be provided in the footer of any messages or emails that are sent to you (and that are not essential for providing our products to you);
  • to protect and/or enforce our legal rights and interests, including defending any claim; and
  • to comply with our legal obligations, including any notification and reporting obligations and any access directions imposed on us by an applicable Government agency, law enforcement agency or regulatory authority, and such processing is necessary for the purposes of a legitimate interest pursued by us, and we have assessed that our interests are not overridden by your interests or fundamental rights and freedoms.

We may also process your Personal Information for such other purposes that are compatible with the original purposes described above, or that you otherwise consent to.

We may anonymise and aggregate information such that no person could be re-identified from the information. This aggregated and anonymised data is not Personal Information and this privacy policy does not apply to it.


Third-party service providers

We use third-party services for marketing and providing our website and products and for improving the website and products (for example, to payment processors, point of sale service providers and shipping service providers). In the process of doing so, the third-party service providers may have access to Personal Information. However, these third parties do not have the right to use the Personal Information for their own purposes.

We may also disclose your Personal Information to any business that supports us, including hosting, supporting or maintaining any underlying IT system or data centre that we use to provide our website and products. In particular, you acknowledge and agree that our website is hosted by Storbie Limited and Storbie’s collection and processing of your Personal Information will be governed by the Storbie privacy policy (available at

We will pass your billing information (such as credit card details) to our billing partners. However, each third-party processor’s collection and processing of your Personal information will be governed by its own privacy policy, which will be available on the third party’s website.

We may also disclose your Personal Information to:

  • a person who can require us to supply Personal Information (e.g. a Government agency, regulatory authority or law enforcement agency);
  • respond to due diligence requests and/or transfer Personal Information in the case of a sale, merger, consolidation, liquidation, reorganisation or acquisition of our business; and
  • any other person or entity authorised by you.

The rights of disclosure in clause 5 may, if applicable, be subject to further restrictions contained in data processing agreements with our third-party service providers (as applicable).


While we take reasonable steps to maintain secure internet connections, the supply of Personal Information over the internet is at your own risk.

If you follow a link on our website to another website, the owner of that website will have its own privacy policy that will apply to its use of your Personal Information processed on that website. We suggest you review that website’s privacy policy before you provide access to your Personal Information.


We will keep your Personal Information:

  • until we no longer have a valid reason for keeping it;
  • until you request us to stop using it; or

for as long as required by law (for example, we keep invoice information for 7 years to fulfil our tax obligations).


Web analytics

We use web analytic tools, such as Google Analytics, to collect information about use of our website, with the goal of improving the website. These web analytic tools collect anonymous and anonymised information, such as how often users visit the website, what pages they visit when they do so, and what other websites they used prior to coming to the website. This information is stored in Google Analytics and our own back-end systems.


We may use various technologies to collect and store information about you when you use our website, and this may include using cookies and similar tracking technologies, such as pixels and web beacons, as described below.

In addition, we may use other cookies and marketing services (such as Google and Facebook Pixel).

A cookie is a piece of information that a web server may send to your machine when you visit a website. The cookie is stored on your device, but does not identify you or give us any information about your device.

The types of cookies we use may include:

  • Strictly necessary cookies: These cookies are essential to the full functionality of a website. They enable you to navigate around a website and use its features. Without these cookies, you may not be able to access all the functions of our website.
  • Performance cookies: These cookies collect information about how you use our website. All information these cookies collect is anonymous and only used to improve the website.
  • Functionality cookies: These cookies allow a website to remember the choices you make (for example, your user name, language or your region). Although these cookies are used to enhance the performance of our website, they are non-essential to their use.  However, without these cookies, certain functionality may become unavailable.

The length of time a cookie will stay on your browsing device depends on whether it is
a persistent or session cookie. Session cookies will only stay on your device until you stop browsing. Persistent cookies will stay on your browsing device until they expire or are deleted.

With most internet browsers, you can erase cookies from your computer's hard drive, block all cookies, or receive a warning before a cookie is stored. If you want to do this, refer to your browser instructions or help screen to learn more. If you reject the use of cookies, you will still be able to access our website but please note that some of its functions may not work as well as if cookies were enabled. To learn more about how to enable, edit, or disable cookies on your computer, please visit the website.


We take the protection of Personal Information seriously and we will take reasonable steps (using physical, electronic and procedural safeguards) to keep Personal Information in our possession safe from loss, unauthorised activity, or other misuse. Staff who handle your Personal Information are provided with training on how to do so appropriately.


You have the right to access your readily retrievable Personal Information that we hold about you, and to ask for it to be corrected if you think it is wrong or to be deleted.

Please note that in certain circumstances we may refuse to respond to a rights request where we have the right to do so under applicable privacy law, for example, where a request is manifestly unfounded or excessive.


If you wish to exercise your rights under this privacy policy or any Applicable Privacy Laws, you can do this by emailing our Privacy Officer at Your email should provide evidence of who you are and set out the details of your request (e.g. the Personal Information, or the correction, that you are requesting).


From time to time we may make changes to this privacy policy (for example, to reflect any changes in our website or any applicable privacy laws).  Where a change is significant, we’ll make sure we let you know – usually by displaying a notice on our website or by sending you an email.