This notice was last updated on 31 August 2026
This notice explains what information we collect when you chat with Petdirect AI, why we collect it, and what we do with it. It should be read together with our Privacy Policy, which applies in full and sets out your rights to access and correct the information we hold about you.
Who collects your information
petdirect.co.nz Limited, 40 Jomac Place, Avondale, Auckland.
What we collect
From your conversation. Everything you type into the chat, and the responses Petdirect AI gives you. This includes anything you choose to tell us about yourself or your pet, such as your pet's name, age, breed, weight or health.
If you are signed in. Your order history and account details, so Petdirect AI can answer questions about the status of your orders.
Technical information. Information about your device and session, such as your IP address, browser, and the time of the conversation.
Why we collect it
- To answer your questions, including about the status of your orders
- To keep a record of what was discussed, so our Customer Care team can follow up or resolve a problem
- To monitor quality and improve the service
- To personalise your experience, if you are signed in
- To detect and prevent misuse or fraud
- To meet our legal obligations
Who we share it with
Our AI service provider. Petdirect AI is powered by a third party AI service provider, who processes your conversation in order to generate responses.
Where your information is processed. Your conversation may be processed outside New Zealand. Where information is processed outside New Zealand, we have contractual arrangements in place requiring comparable safeguards to those under the Privacy Act 2020.
Our Customer Care team. If you ask for a person, or if your conversation needs following up, our team can see your conversation.
We do not sell your information.
Marketing
If you are signed in, we may use what you tell Petdirect AI to personalise offers and marketing, in line with our Privacy Policy. You can opt out of marketing at any time using the unsubscribe link in any email, or through your account settings. If you would rather this did not happen, you can use Petdirect AI without signing in.
How long we keep it
We keep your conversation for as long as it is required for the purposes set out above, or otherwise as required by law. Once it is no longer required, we will securely destroy it or delete all identifying details so that only anonymised data is retained.
Please do not share
Do not type payment card details, passwords, or other people's personal information into the chat. Petdirect AI will never ask you for your password or card number.