Privacy policy

Commitment

We take reasonable steps to protect personal information and customer-provided data, including horse profiles, care timelines, health records, tack details, and related files or photos.

Horse records are not generally "Personal Information" under the Privacy Act 1988 (Cth), but we treat horse profiles, animal health history, tack records, and care-team information with the same security and confidentiality standards we apply to personal information.

The information we collect

• Identity and contact data – name, email address, phone number, business name, and address.
• Account and billing data – login details, subscription status, invoices, and payment history.
• Provider verification (KYC) data – for providers listing events and taking payments, business details, legal entity details, identity verification information, and related verification outcomes/statuses.
• Technical and usage data – IP address, browser and device information, session data, interactions with our website, apps, and portals.
• Customer-provided data – horse profiles, health records, appointment history, tack details, documents, photos, and care team contact details.
• Horse profile and animal welfare data – horse names, photos, identifiers, health history, care timelines, reminders, notes, and records added by you or authorised practitioners.
• Tack room data – tack and equipment details, purchase information, receipts, photos, service history, fit notes, and related files you choose to upload.
• Location and travel data – addresses, booking locations, provider service areas, travel slots, and location details used to support bookings, provider discovery, and travel planning.
• Marketing preferences – your preferences for receiving communications from us.

We do not intentionally collect sensitive information (for example, health, race, or union membership), except where information is required for legal compliance in provider verification (KYC). Government identifiers (for example, driver's licence or passport details) used for KYC are collected and processed by our verification/payment partners, and we may receive verification status and related metadata from them.

How we collect personal information

• Directly – when you create an account, complete forms, or contact us.
• Through use – when you use the Services, create horse profiles, or book appointments.
• From third parties – such as payment processors, analytics providers, or service providers you connect.

If you provide us with personal information about others, you must have their consent and notify them of this policy.

Why we collect, hold, use, and disclose personal information

• Provide, operate, and improve the Services.
• Manage accounts, subscriptions, bookings, and support requests.
• Send service updates, reminders, and product communications.
• Personalise features, settings, and reporting.
• Share horse records with practitioners you book, connect with, or invite as part of your Care Team.
• Support care reminders, the Weekly Care Digest, tack records, data sharing, and travel-related features.
• Maintain security, prevent misuse, and troubleshoot issues.
• Comply with legal and regulatory obligations.
• Conduct analytics and marketing (you can opt out of marketing at any time).
• Manage business restructuring or asset transfers.
• Verify provider identity and business details to satisfy legal, fraud, and payments requirements.

Provider verification (KYC) and payments

If you are a service provider publishing events or receiving event-related payments, we may require one-time identity and business verification (KYC) before allowing publication or payment features.

To do this, we use third-party payment and verification providers, including Airwallex. Airwallex may collect and process identity and business information directly from you, and provide us with verification status, account status, and related metadata needed to operate the Services and comply with applicable law.

Disclosures of personal information

We may disclose personal information to:

• Our staff, contractors, and service providers who support the Services.
• IT service and hosting providers (for example, AWS, Google).
• Payment processors (for example, Stripe).
• Payment and verification partners used for KYC and payout enablement (for example, Airwallex).
• Communications, scheduling, or notification providers.
• Analytics and marketing providers (for example, Google Analytics).
• Professional advisers, auditors, and insurers.
• Courts, regulators, and law enforcement (where required).
• Any other third party authorised by you or required by law.

If you book, connect with, or invite a practitioner, we disclose the horse records and related client information needed for that practitioner to provide services, manage bookings, or contribute to records you have authorised.

Stripe processes payment information for payment features. Fullstride stores payment status and related transaction references, but we do not store full card numbers or complete financial account details directly on Fullstride servers.

Google Analytics and advertising

We may use Google Analytics Advertising Features and similar tools. You can opt out via:

• Google Analytics Opt-out Browser Add-on
• Google Ad Preferences Manager

Overseas disclosure

We primarily store data in Australia, but third-party providers may store or access your data overseas. We take reasonable steps to ensure compliance with Australian Privacy Principles in these cases.

For payment processing and provider KYC, third-party providers (including Airwallex and their subprocessors) may process data in other countries. Where we disclose information overseas, we take reasonable steps to ensure the recipient handles it in a manner consistent with Australian privacy requirements.

Your rights and choices

• Your choice – you may choose not to provide personal information, but this may limit service availability.
• KYC choice and impact – if required KYC information is not provided or verification is not approved, event publishing, ticketing, and related payment features may be unavailable.
• Restrict/unsubscribe – you can opt out of marketing communications via email or opt-out links.
• Access – you may request access to your personal information (fees may apply).
• Correction – you may request corrections to inaccurate or outdated data.
• Complaints – contact us to make a complaint. If unresolved, contact the Office of the Australian Information Commissioner.

You can contact us through the Services or via our website if you have questions, want to update your information, or wish to make a privacy complaint.

Retention and deletion

We retain account, client, horse, tack, booking, and payment records for as long as needed to provide the Services, meet legal and accounting obligations, resolve disputes, maintain security, and support legitimate business operations.

Clients can request account deletion from the client portal profile area, or by contacting Fullstride support. A deletion request can include the account, horse profiles, tack room records, photos, and related client data, subject to records we must retain for legal, compliance, security, dispute, or accounting reasons.

If you revoke practitioner access or request deletion, we will take reasonable steps to remove future access and delete eligible records from active systems. Backup copies and retained compliance records may persist for a limited period before deletion according to our normal retention processes.

Storage and security

We use technical, physical, and administrative measures to safeguard personal information. However, internet transmissions are not 100% secure and are done at your own risk.

Cookies

Cookies help us personalise content and ads. You can block cookies via your browser settings, though some site features may not function.

Links to other websites

Our website may link to third-party sites. We are not responsible for their content or privacy practices.

Amendments

We may amend this policy due to legal, regulatory, or operational changes. Updated versions will be posted on our website.