Effective date: 16 September 2026
Plumbed Up Limited provides plumbing, drainage, gas, roofing and related property services in New Zealand. In this policy, “Plumbed Up”, “we”, “us” and “our” mean Plumbed Up Limited, which operates plumbedup.co.nz.
We respect your privacy and handle personal information in accordance with the New Zealand Privacy Act 2020 and its Information Privacy Principles. This policy explains what we collect, why we collect it, how we use and protect it, and your rights.
What personal information we collect
Depending on how you deal with us, we may collect:
- your name and contact details, such as your phone number and email address;
- your property address, suburb or service area;
- information about the plumbing or property service you need, including your message, urgency, preferred contact method and information you provide during a phone call or by email;
- quote, booking, customer, job, invoice and service-history information needed to provide and administer our services;
- questions, conversation content and lead details submitted through Ask Plumbed Up;
- photographs you choose to provide, including through Ask Plumbed Up if photo upload is enabled in future;
- website and device information, such as your IP address, browser or device type, pages viewed, interactions, referring page, approximate location, cookie or online identifiers, and campaign details such as UTM parameters; and
- reviews, feedback or other information you choose to make public or provide through a review service.
Please do not send sensitive personal information that we do not need to provide the service you are requesting.
How we collect information
We collect personal information when you submit a contact, quote or service form; use Ask Plumbed Up; phone, email, message or speak with us; ask for a quote, book work or become a customer; provide photographs, feedback or a review; or browse and interact with our website and advertising.
We may also receive limited information from service providers that help us operate our website, measure advertising or display reviews. Where practical, we collect information directly from you.
If we collect personal information about you from someone else, we will take reasonable steps to tell you about that collection when required by information privacy principle 3A. This may include information provided by a property owner, tenant, builder, contractor, insurer, referral partner or another person involved in arranging work.
If you do not provide information needed for an enquiry or job, we may be unable to respond, prepare a quote or provide the requested service. Optional fields may be left blank.
Why we collect and use information
We use personal information where reasonably necessary to answer enquiries and identify the service you may need; prepare and follow up quotes, callbacks and service requests; schedule, deliver and administer services; contact you about your enquiry or work; maintain customer, job and business records; protect our website and systems; prevent spam and misuse; understand website use and advertising performance; display and manage reviews; and meet legal, safety, accounting and regulatory obligations.
Requesting a quote or service does not automatically subscribe you to unrelated marketing. We do not sell personal information.
Ask Plumbed Up
Ask Plumbed Up is an AI-assisted customer service feature. You may submit questions and information through it, including contact details, property or service information and conversation content. If photo upload is enabled in future, you may also choose to submit photographs.
We use this information to answer enquiries, understand what service may be required, prepare or route leads, and help our team respond. Conversation content may be processed by approved technology providers used to operate the service, including OpenAI, Vercel and Supabase.
AI responses are automated and may not always be complete or correct. Important plumbing, safety, pricing, booking or compliance matters may need confirmation by a Plumbed Up team member or an on-site inspection. Ask Plumbed Up does not itself confirm appointments.
Please avoid entering sensitive information that is not needed for your enquiry. Contact details submitted through the lead form are used so the Plumbed Up team can respond to your request; they are not an opt-in to unrelated marketing.
Website analytics, advertising and cookies
Our website uses cookies and similar technologies needed for site operation, security, analytics, advertising measurement and embedded services. Services currently used on the website include Google Analytics, Google Ads, Google Tag Manager, Google reCAPTCHA, Meta Pixel, Microsoft Clarity, Trustindex and Web Genius review tools.
These services may receive technical and usage information such as IP address, browser or device details, pages viewed, interactions, referring information, cookie or online identifiers and campaign attribution. Their own privacy terms also apply. You can control or delete cookies using your browser settings, although blocking some technologies may affect website features or spam protection.
Meta advertising cookies and Pixel events are optional and remain off until you choose Allow Meta advertising. You can change that choice later using the website’s Privacy choices control. Declining Meta advertising does not prevent you from using the website or contacting us.
We configure Ask Plumbed Up analytics so conversation text, contact details and internal lead or conversation identifiers are not deliberately sent to website analytics tools.
Who we may share information with
We may disclose personal information only where reasonably necessary for the purposes above, including to Plumbed Up team members and contractors; website, hosting, database, AI, security, analytics, email and communications providers; Google, Meta, Microsoft, Trustindex and Web Genius where their services are used; professional advisers, insurers, regulators, law-enforcement agencies or emergency services where required or permitted by law; and another organisation involved in a business transfer subject to appropriate protections.
Our public customer assistant is separated from Plumbed Up’s internal business systems. It is not given access to supplier price books or invoices, staff information, internal job records, private pricing or margins, internal business documents, internal plumbing-code libraries or internal AI conversations.
Overseas storage and processing
Some providers we use operate or store and process information outside New Zealand. This may include providers such as Google, Meta, Microsoft, Trustindex, Web Genius, Vercel, Supabase and OpenAI and their approved subprocessors. The country used can depend on the provider, its configuration and where its infrastructure is located.
Where the Privacy Act requires it, we take reasonable steps to ensure overseas recipients provide safeguards comparable to New Zealand privacy law, or otherwise rely on a permitted basis for the disclosure. We do not claim that all information remains in New Zealand.
Security
We use reasonable technical and organisational safeguards appropriate to the information and services involved. These include access restrictions, server-side credentials, private database and storage controls, encrypted network connections, spam controls, hashed security identifiers and rate limiting. No internet or storage system can be guaranteed completely secure.
If a privacy breach occurs, we will assess and respond to it under the Privacy Act, including notifying affected people and the Office of the Privacy Commissioner where required.
Retention
We keep personal information only for as long as it is reasonably needed for the purpose for which it was collected, to provide and administer services, maintain necessary business or legal records, resolve disputes, or protect our systems. Different records may have different retention periods.
We are establishing separate retention schedules for unsuccessful anonymous assistant conversations, converted leads and customer records, security and rate-limit records, and analytics. When information is no longer required, we will securely delete it or de-identify it where reasonably practicable.
Access and correction
You can ask for access to personal information we hold about you and ask us to correct it if you believe it is wrong, incomplete or misleading. We may need to verify your identity before responding. The Privacy Act allows limited reasons for withholding information, and we will explain any applicable reason.
To make a request, email info@plumbedup.co.nz or contact us using the details below.
Privacy enquiries and complaints
Please contact us first if you have a privacy question or concern so we can try to resolve it.
Plumbed Up privacy contact
56 Progressive Way, East Tāmaki, Auckland 2019
info@plumbedup.co.nz
09 886 7198
If you are not satisfied with our response, you can contact or make a complaint to the New Zealand Office of the Privacy Commissioner.
Updates to this policy
We may update this policy when our services, technology providers or legal obligations change. The current version will be published at https://plumbedup.co.nz/privacy-policy/ with its effective date.