Privacy Policy

Depending on how you use the service, we may collect:

• your name, email address, phone number and preferred contact method;
• pickup and return addresses, access instructions and requested time windows;
• device type, brand, model, serial number, accessories and visible condition;
• your fault description, notes and optional intake photos;
• technician findings, internal notes, status updates and progress photos;
• quote details, approval or decline decisions, payment choice and invoice records;
• limited payment references returned by a payment provider, such as transaction status and an identifier, but not your complete card number;
• communications, complaint information and warranty or return history; and
• standard technical data such as date, time, browser information, IP address and security logs when generated by the website or service providers.

We use personal information only where reasonably connected with purposes such as:

• confirming identity, ownership or authority and creating a service request;
• planning safe collection, custody and return of the correct device;
• diagnosing faults, preparing quotes and completing approved work;
• showing progress, requesting decisions and sending service notifications;
• processing payment, issuing invoices and handling refunds or disputes;
• providing warranty support and responding to questions or complaints;
• protecting customers, staff, devices and the service from fraud or misuse; and
• meeting accounting, tax, legal and regulatory obligations.

If required information is not provided, we may be unable to verify the booking, collect the device, give an accurate quote or complete the requested service.

You may upload photos showing the device and fault. We may take additional photos at collection, inspection, repair and final testing to document condition, identify the device, support the diagnosis, record work and keep you informed. Photos may include a serial label or the device screen where necessary, so remove unrelated personal content from view where practical.

Operational photos are available only to authorised people who need them for the job and may be shown in your secure tracking page. We do not use identifiable repair photos in marketing, social media or training material without asking for separate permission.

A tracking page may use a unique link and may also require the service-request number and contact verification. It can show device details, job status, public technician notes, approved progress photos, quote information and payment status. Keep the link and verification details private and tell us promptly if you think somebody else has them.

We send operational messages needed to deliver the service, including booking, collection, quote, approval, payment, progress and return updates. These are not marketing messages. Marketing messages, if introduced, will use a separate choice and include an unsubscribe method.

Please do not place passwords, PINs or financial login details in booking forms, notes or photo uploads. If device access is necessary, we will arrange a more appropriate way to provide a temporary code. Staff are instructed to access only the information and functions reasonably necessary for diagnosis, repair and testing.

Back up your data and sign out of highly sensitive apps where practical before pickup. Unless data backup or recovery is part of the approved service, we do not intentionally copy the contents of your device. Temporary access details should be changed after return.

We do not sell personal information. We may disclose only what is reasonably needed to:

• authorised employees, agents and repair technicians assigned to the job;
• cloud database and private-file storage providers, currently including Supabase;
• website hosting, security and maintenance providers;
• email or message delivery providers, currently including Resend for email;
• the payment processor shown at checkout if you choose online payment;
• parts suppliers or specialist subcontractors where needed and appropriately limited;
• professional advisers, insurers or debt-resolution providers where necessary; or
• regulators, law enforcement or another person when required or permitted by law.

Service providers may process information outside New Zealand. We take reasonable steps to use reputable providers and appropriate contractual or other safeguards for overseas disclosure. Contact us if you want current details about a provider or processing location.

We keep personal information only for as long as it is reasonably required for the service, warranty, security, accounting, dispute or legal purpose for which it is held. Our intended review periods are:

A record may be kept longer where a complaint, warranty claim, chargeback, legal hold or statutory obligation requires it. It may be securely deleted or de-identified earlier when no longer needed. These periods should be confirmed against the final production systems and business record-keeping obligations before launch.

Under the Privacy Act 2020, you can ask whether we hold personal information about you, request access to it, or ask us to correct it. You may also ask us to delete information; we will do so where we no longer need or are not legally required to retain it. We may need to verify your identity before responding and may withhold information only where the law permits.

Send a request to [email protected]. If we do not make a requested correction, you may ask us to attach a statement of the correction sought. More information is available from the Office of the Privacy Commissioner.

Contact us first at [email protected] or +64 21 866 189 so we can investigate a concern. You can also complain to the Office of the Privacy Commissioner if we cannot resolve it.

We may update this policy as the service or providers change. The current version will be posted here with its updated date. Material changes affecting an active job will be communicated where reasonably required.

Repair-service rules are explained separately in our Terms & Conditions.