Privacy Policy

1. Information we handle

Moore Biological collects the information reasonably needed to provide laboratory testing, reporting and customer-portal services. This may include account and contact details, property, mob and animal records, sample and treatment information, communications, and laboratory records and reports generated through the service.

Why we use it

We use this information to operate your account, receive and process samples, issue reports, maintain result history, support the service, and meet legal, financial and operational obligations.

Sharing and approvals

We do not sell personal information. We will not share identifiable customer details, sample records or results with another party without your prior approval, unless we are required or permitted to do so by law. You may withdraw approval for a future use by contacting us; this will not affect processing already completed where it was needed to provide the service.

2. Website, email and service providers

Our public website and customer portal are hosted on infrastructure controlled by Moore Biological. Crazy Domains is used for domain registration and Gmail is used for support correspondence. Please do not send sensitive personal information or card details by ordinary email unless we have provided a secure method to do so.

Before a new external provider is used for backups, email delivery, payments, security, analytics or another service function, Moore Biological will identify what information that provider handles, where it is stored (including any overseas location), why it is needed and the applicable safeguards. A provider will not receive access simply because it is named in this policy.

Any research, benchmarking or other use outside providing your services will require separate approval where identifiable information could be involved.

Support chat — draft awaiting approval

This proposed Discord support-chat wording requires the client's privacy/legal approval before public chat is enabled. Approval has not yet been recorded.

When enabled, website and portal chat content, display name, enquiry topic, conversation reference and limited staff and operational identifiers are routed to a private Moore Biological Discord support area so authorised staff can respond. Moore Biological keeps the authoritative conversation record. Email addresses, sample results, treatment and billing records are not copied automatically; information you type in a message is included. Please avoid sending sensitive personal information or card details in chat.

Discord may process and store this information overseas, including in the United States and other locations, under its published Privacy Policy. Access is restricted through administrative and technical safeguards, including least-privilege permissions and linked, authorised staff accounts.

Under the proposed retention policy, ordinary closed conversations are retained for 24 months after closure, subject to documented legal or business holds and review dates. Controlled deletion removes the corresponding Discord thread before the application conversation; failures are reviewed before deletion completes. Backup expiry and provider retention are managed separately, so this does not promise immediate removal from every backup or provider system.

3. Access, correction and deletion

You may ask to access, correct or export the personal information we hold about you. You may also ask to close your account or delete information that is no longer required. We may need to verify your identity and may retain information where required for legal, accounting, dispute-resolution or record-keeping purposes.

Tax and transaction records are generally retained for at least five years where required. The backup schedule, deletion timeframes and technical controls will be confirmed before this draft policy takes effect. Physical samples are governed separately by the applicable sample-handling procedure; their retention does not automatically determine the retention period for digital records.

4. Security

We use reasonable administrative, technical and physical measures to protect information against unauthorised access, loss, misuse and disclosure. No online system can guarantee absolute security. We will verify the description of any non-essential tracking, analytics or security technology before it is introduced.

5. Questions or concerns

For a privacy request or concern, contact Moore Biological at moorebiologicalservices@gmail.com. We publish email contact only and do not publish a physical address on this website. If we cannot resolve your concern, you may contact the Office of the Australian Information Commissioner.