Privacy Policy

The Clean Crew Limited (NZBN 9429041117811) is a commercial cleaning business based in Hawke's Bay, New Zealand. In this policy “The Clean Crew”, “we”, “us” and “our” refer to that company.

“Personal information” means information about an identifiable person. We handle it in line with the Privacy Act 2020 and its 13 Information Privacy Principles, including the indirect collection rule (IPP 3A) added by the Privacy Amendment Act 2025.

This policy applies to:

• clients, including sole traders and the owners, managers and staff of the businesses we clean for;
• site contacts, key holders and other people we deal with at a client site;
• visitors to our website and users of The Clean Crew App;
• people who apply to work with us or enquire about a franchise.

It does not cover our current employees, whose information is handled under our internal employment policies.

Information you give us. Depending on how you deal with us, this may include:

• your name, job title, business name, email, phone number and address;
• site details needed to do the work, such as floor plans, opening hours, access instructions, alarm codes, key holder details and known hazards;
• answers you give in our online estimator, quote forms and enquiry forms;
• emails, phone notes, messages and feedback you send us;
• billing and account details, such as invoice contacts and purchase order numbers;
• job applications, including your CV, work history, referees, right to work in New Zealand and, with your written consent, Ministry of Justice criminal record checks;
• franchise enquiry details, such as your location and business background.

Information created while we work. Our teams log check-ins, completed tasks, issue reports and photos through The Clean Crew App. Photos are taken of the work, not of people, but someone may occasionally appear in the background.

Information collected automatically. When you visit our website we, and the tools we use, may collect your IP address, device and browser type, the pages you view, how you arrived (for example a search, an ad or a link) and whether you completed an enquiry. See section 6 for detail.

Information from other people.We may receive information from your colleagues, a property manager or facilities manager, referees you nominate, recruitment platforms, or public registers such as the Companies Office and NZBN register. Where IPP 3A applies, we will take reasonable steps to tell you we hold that information, why we hold it and who gave it to us, unless an exception in the Act applies (for example where you already know). If you give us someone else's details, please make sure they are happy for you to do so.

We only collect what we reasonably need for a lawful purpose connected with our business. That includes:

• preparing estimates, quotes and site assessments;
• rostering, delivering and checking the quality of our cleaning;
• providing service reports, photo records and a way to raise issues;
• invoicing, collecting payment and keeping financial records;
• meeting our health and safety duties under the Health and Safety at Work Act 2015;
• assessing job applications and franchise enquiries;
• keeping our website, systems and client sites secure;
• understanding which pages and campaigns bring enquiries, so we can improve them;
• sending updates or offers, where you have agreed to receive them;
• dealing with complaints, insurance claims and legal matters;
• meeting our obligations under New Zealand law.

If you choose not to give us certain information we may not be able to quote, access your site or provide a service. We will tell you when that is the case.

We never sell, rent or trade personal information. We share it only where it is needed for the purposes above, with:

• the cleaners and supervisors assigned to your site, on a need-to-know basis;
• approved franchisees or subcontractors who deliver work on our behalf and follow the same privacy standards;
• service providers that help us run the business, such as email delivery, cloud hosting, website analytics and advertising, accounting, payroll and our app platform;
• our insurers, auditors, lawyers and other professional advisers;
• debt collection agencies, if an account remains unpaid after reminders;
• government agencies, WorkSafe, the Police or a court, where the law requires or allows it.

Our providers may only use your information to provide their service to us, and are expected to keep it secure and confidential.

Some of our providers store data outside New Zealand. For example, website enquiries are delivered through an email service hosted in Australia, and Google processes analytics and advertising data in the United States and elsewhere.

Before sending personal information overseas we take reasonable steps, as IPP 12 requires, to make sure it will be protected in a way that is comparable to New Zealand law. If you would like to know more about the safeguards we rely on, contact us using the details in section 13.

Our website uses Google Tag Manager to load Google analytics and advertising tools. These may set cookies or similar technologies to count visits, measure which ads and pages lead to enquiries, and help us show relevant ads.

We also save a small record in your browser's local storage of how you first arrived at our site (such as the referring website, campaign tags or an ad click ID). If you send us an enquiry, that record is included so we know which marketing is working. It does not contain your name or contact details until you choose to submit a form.

You can control this at any time:

• block or delete cookies and site data in your browser settings;
• manage ad personalisation in your Google ad settings;
• install the Google Analytics opt-out add-on.

Blocking these tools will not stop you using the site or contacting us.

We take reasonable steps to protect personal information from loss, misuse and unauthorised access, including:

• reputable cloud platforms with encryption in transit and at rest;
• role-based access, so staff see only what their job requires;
• a secure key and access card register, with keys coded rather than labelled with a client name or address;
• alarm codes and access instructions shared only with the team rostered to that site;
• confidentiality obligations for all staff and contractors.

No online system is completely secure, so please avoid sending sensitive information such as alarm codes by unencrypted email where you can. Our team can arrange a safer way to share them.

We keep personal information only for as long as we need it for the purpose it was collected, or as the law requires. As a guide:

• enquiries and quotes that do not go ahead: up to 2 years;
• client account, invoicing and financial records: for the life of the relationship and then 7 years, as required by New Zealand tax law;
• service reports and photo records: for the life of the contract and up to 2 years after;
• unsuccessful job applications: 12 months, unless you ask us to keep them longer;
• alarm codes and access details: removed or changed as soon as a contract ends.

After that, information is securely deleted or anonymised.

If a privacy breach occurs we will act quickly to contain it and reduce any harm. Where a breach has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and the people affected as soon as practicable, as Part 6 of the Privacy Act 2020 requires.

Under the Privacy Act 2020 you can:

• ask whether we hold personal information about you and request a copy of it (IPP 6);
• ask us to correct information you believe is wrong (IPP 7);
• if we decline a correction, ask us to attach a statement of the correction you wanted to your record.

We will respond as soon as reasonably practicable and no later than 20 working days after we receive your request. We may need to confirm your identity first. We do not charge for access or correction requests. In limited cases the Act lets us withhold information, and if so we will explain why.

We only send marketing emails or texts if you have agreed to receive them, or where the Unsolicited Electronic Messages Act 2007 otherwise allows it. Every marketing message includes a simple way to unsubscribe. Service messages about your account or scheduled cleans are not marketing and will still be sent.

If you have a concern about how we have handled your personal information, please contact us first so we can put it right. We aim to acknowledge complaints within 2 working days and resolve them within 20 working days.

If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner online or by phoning 0800 803 909.

Privacy Officer, The Clean Crew Limited
Hastings, Hawke's Bay, New Zealand
Phone: 0508 4382 5326
Email: sales@thecleancrew.co.nz

We review this policy regularly and may update it when our services, systems or the law change. The date at the top of this page shows when it was last updated. If we make a significant change, we will let current clients know by email or with a clear notice on this website.