Privacy Policy

2.1 Personal Information

We may collect the following personal information from you:

• Name and contact details (phone number, email address, postal address)
• Property address where services will be provided
• Payment information (processed securely through third-party providers)
• Service preferences and special requirements
• Communication records (emails, messages, phone calls)
• Photos of your property (before and after service completion)

2.2 Automatically Collected Information

When you visit our website, we may automatically collect:

• IP address and browser information
• Website usage data and analytics
• Device type and operating system
• Referring website information

2.3 Information from Third Parties

We may receive information about you from:

• Payment processors for transaction verification
• Insurance providers for claims processing
• Referrals from existing customers (with their consent)

2.4 Collection from Others (IPP2–3)

When we collect information about you from someone else, we'll tell you why and who supplied it unless an exception in the Act applies (e.g., safety, legal privilege).

2.5 Unique Identifiers (IPP13)

We create an internal customer or job reference number for admin purposes. We don't collect or use official government IDs (such as IRD or driver-licence numbers).

2.6 Point of Collection Notice (IPP3)

When we collect personal information directly from you, we will take reasonable steps to ensure you are aware of:

In practice, we do this at the time of quoting or booking by explaining why we need your details and how they will be used. Quote and booking requests reference this Privacy Policy. You are not obliged to provide personal information, however some information is necessary for us to deliver our services (for example, we cannot perform a job without a property address and contact details).

2.7 Photographic and Video Records

By engaging our services, you consent to us taking photographs and/or video recordings of your premises and the work area before, during, and after the provision of services. These records are used for quality assurance, staff training, dispute resolution, and as evidence of the condition of your property at the time of service.

Photographic and video records are stored securely and retained for a minimum of 12 months following service completion, or longer where required for dispute resolution or by law. We may use photographs of completed work for marketing and promotional purposes. If you do not wish for images of your property to be used in this way, please notify us at info@pbw.co.nz at any time and we will remove them within a reasonable timeframe. You may also request copies of any photographic records relating to your property by contacting us.

3.1 Service Delivery

We use your personal information to:

• Provide quotes and estimates for our services
• Schedule and deliver exterior cleaning services
• Process payments and issue invoices
• Document service completion and quality assurance
• Handle insurance claims and warranty matters

3.2 Communication

We may use your information to:

• Respond to inquiries and provide customer support
• Send service reminders and maintenance recommendations
• Notify you of weather-related service delays
• Request feedback and reviews (with your consent)
• Send promotional offers for additional services (opt-out available)

To opt out of promotional communications at any time, click the unsubscribe link in any marketing email or contact us at info@pbw.co.nz.

3.3 Business Operations

We may use your information for:

• Quality control and staff training purposes
• Business analysis and service improvement
• Compliance with legal and regulatory requirements
• Risk management and fraud prevention
• Marketing and promotional activities (with consent)

4.1 Third-Party Service Providers

We do not sell your personal information to third parties. We may share your information with trusted third parties who assist us in:

• Payment processing (secure payment gateways)
• Email and communication services
• Website hosting and analytics
• Insurance and warranty providers
• Professional advisors (lawyers, accountants)

All third-party service providers are required to handle your personal information in accordance with the Privacy Act 2020 and are only permitted to use it for the specific purpose for which it was shared.

4.2 Legal Requirements

We may disclose your information when required by law or to:

• Comply with legal processes and government requests
• Protect our rights, property, or safety
• Protect the rights, property, or safety of our customers
• Investigate fraud or security incidents
• Respond to emergencies involving health and safety

4.3 Business Transfers

In the event of a merger, acquisition, or sale of business assets, your personal information may be transferred to the new owner, subject to privacy law requirements and appropriate safeguards.

4.4 Overseas Disclosure (IPP12)

Some of our third-party service providers are based overseas or store data on overseas servers. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure that the information will be subject to privacy protections comparable to those required under the Privacy Act 2020. Where we use overseas cloud or analytics services, we only engage providers who operate under privacy frameworks that meet or exceed New Zealand standards (see also Section 7.3).

5.1 Security Measures

We implement appropriate technical and organisational measures to protect your personal information, including:

• Secure storage systems with access controls
• Encrypted data transmission (SSL/TLS protocols)
• Regular security assessments and updates
• Staff training on privacy and security practices
• Secure disposal of physical and digital records

5.2 Data Retention

We retain your personal information only as long as necessary for:

• Fulfilling the purposes for which it was collected
• Meeting legal and regulatory obligations
• Resolving disputes and enforcing agreements
• Providing ongoing customer service and support

Typically, we retain customer information for 7 years after the last service for tax and business records purposes, unless you request earlier deletion.

5.3 Data Breaches

In the event of a privacy breach that is likely to cause serious harm, we will notify affected individuals and the Privacy Commissioner as required under Part 7 of the Privacy Act 2020, and take immediate steps to contain and remediate the breach.

5.4 Information Accuracy (IPP8)

We take reasonable steps to ensure that personal information we hold is accurate, up to date, complete, and relevant to the purpose for which it is used. If you believe any information we hold about you is inaccurate or out of date, please contact us using the details in Section 1.3 and we will correct it promptly.

6.1 Access and Correction

Under the Privacy Act 2020, you have the right to:

• Request access to your personal information we hold
• Request correction of any inaccurate or incomplete information
• Request deletion of your personal information (subject to legal requirements)
• Receive information about how your data is being used
• Withdraw consent where processing is based on consent

If we decline to correct information you have requested be changed, you have the right under IPP7(2) to attach a statement of correction to your record. We will retain that statement and include it in any future disclosure of the relevant information.

6.2 Making a Request

To exercise your privacy rights:

• Contact us using the details provided in Section 1.3
• Provide sufficient information to verify your identity
• Specify the information or action you are requesting
• We will respond within 20 working days as required by law

Please note that some access requests may be declined on grounds permitted by the Privacy Act 2020 — for example, where granting access would endanger someone's safety, prejudice law enforcement, or involve the personal information of another individual. Where we decline or limit a request, we will inform you of our decision, the reason, and your right to complain to the Privacy Commissioner.

6.3 Complaints

If you believe we have mishandled your personal information, you can:

• Contact us directly to resolve the matter
• Lodge a complaint with the New Zealand Privacy Commissioner
• Seek legal advice about your options

7.1 Cookies

Our website uses cookies and similar technologies to:

• Ensure the website functions correctly and efficiently
• Analyse website traffic and usage patterns
• Remember your preferences and settings

We do not use cookies for advertising or cross-site tracking. You can manage or disable cookies through your browser settings, though doing so may affect how parts of the website function.

7.2 Analytics

We use web analytics services to understand how visitors use our website. This helps us improve our services and website functionality. Analytics data is anonymised where possible.

7.3 Third-Party Services and Overseas Data Transfers (IPP12)

Our site uses Google services—primarily Google Analytics (for website traffic analysis), Google Maps (for location display), and Google Places/Reviews (for customer feedback). These services are provided by Google LLC, a company based in the United States. As a result, some data (such as your IP address and usage information) may be transferred to and processed on Google's servers overseas.

Google LLC is subject to the EU General Data Protection Regulation (GDPR) and participates in the EU–US Data Privacy Framework, providing privacy protections comparable to those required under the Privacy Act 2020 (NZ). You can learn more at Google's Privacy Policy. We do not embed content or tracking from any other third-party providers.

8.1 Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make significant changes, we will:

• Update the “Last Updated” date and version number at the top of this policy
• Notify existing customers by email or through a prominent notice on our website before changes take effect
• Provide a reasonable notice period before changes take effect
• Seek your explicit consent where required by the Privacy Act 2020

8.2 Notification of Changes

For significant changes to this policy, we will notify you by email (where we hold your address) or by posting a prominent notice on our website before the changes take effect. Where a change requires your consent under applicable law, we will seek that consent explicitly and will not rely on your continued use of our services as acceptance.