Privacy policy

About this policy

This policy explains how Plastics Hub NZ collects, uses, shares and protects personal information, in line with the Privacy Act 2020 and its Information Privacy Principles.

What we collect

When you send an enquiry or quote request: your name, company, email address, phone number, region, and the details of what you need.

If you use Ari, the chat assistant on this website, we collect what you type into the chat and any contact details you give it, together with the page you are on, how you reached the site (such as a search, a link or an ad) and your Google Analytics identifier. Your chat messages are processed by Anthropic, an AI provider, to write Ari's replies. If you ask Ari to pass on an enquiry, it is sent to our team in the same way as our contact form, and what you typed in the chat is recorded with your enquiry in our customer relationship system. Please do not type payment card details into the chat.

When you order: your delivery address and contact details, the products and quantities ordered, and payment confirmation details from Stripe, such as whether the payment succeeded. We never receive your full card number.

If you add products to the enquiry list on this website, the list is kept in your own browser and is not sent to us until you submit an enquiry. Our Cookie Policy explains this.

When you visit the website, our hosting provider processes technical information such as your IP address and browser type to deliver the site and protect it from abuse. This website uses no advertising trackers. It uses Google Analytics, which records how you use the site, such as the pages you visit, your browser and device type and your approximate location, against a random identifier. Our Cookie Policy explains how to block Google Analytics if you prefer not to be measured.

Some information comes to us from others rather than from you: Stripe tells us whether a payment succeeded, and when freight is quoted online, Google's address check tells us whether your delivery address could be verified. We use it only for the purposes below.

Why we collect it

We use your information to answer enquiries, prepare quotes, take and fulfil orders, arrange delivery, take payment, issue tax invoices, handle returns and warranty claims, keep the records the law requires, and look after any account you hold with us.

We send marketing emails only if you have agreed to receive them, and you can unsubscribe at any time. You do not have to give us your information, but without it we may not be able to answer your enquiry or supply your order.

Who we share it with

We share personal information only as needed for the purposes above, with:

our partner depots and suppliers, who receive the delivery name, address, phone number and order details needed to dispatch your order;

our freight carrier, which receives the delivery details;

Stripe, which processes card payments and receives your card details directly from your browser;

our order-processing and accounting systems, which create your order and tax invoice;

Pipedrive, the customer relationship system where enquiries, quotes and orders are recorded;

Anthropic, the AI provider that processes chat messages to write Ari's replies;

Google, which checks a delivery address when freight is quoted online, serves the fonts this site uses and measures how the site is used through Google Analytics; and

Cloudflare, which hosts this website.

These providers act on our behalf, and we do not sell personal information. We may also disclose information where the law requires it.

Information held outside New Zealand

Some of the providers above store or process information outside New Zealand, including in Australia, the United States and the European Union, and some of our systems are operated from Australia. These providers are bound by their terms with us to protect personal information and to use it only to provide their services to us.

Storage, security and retention

We take reasonable steps to protect personal information against loss, misuse and unauthorised access, including encrypted connections to this website and access controls on our systems. We keep personal information only for as long as we need it for the purposes above, and keep business records, including invoices, for seven years as New Zealand tax law requires. A conversation with Ari is kept by our chat service for up to an hour after your last message, so Ari can follow it, and the chat messages sent with an enquiry are kept with that enquiry.

Accessing and correcting your information

You have the right to ask for the personal information we hold about you, and to ask us to correct it. If we do not agree to make a correction, you can ask us to attach a statement of the correction you asked for. Contact our Privacy Officer to make a request; we will need to confirm your identity first.

Privacy breaches

If a privacy breach happens that has caused or is likely to cause serious harm, we will notify the Office of the Privacy Commissioner and the people affected, as the Privacy Act 2020 requires.

Privacy Officer and complaints

Privacy questions and requests go to trade@plasticshub.co.nz, marked for the attention of the Privacy Officer.

If you are not satisfied with how we have handled a privacy matter, you can complain to the Office of the Privacy Commissioner at privacy.org.nz.

Changes to this policy

We may update this policy from time to time, and the current version is always on this page. We will update it before we start using personal information in a new way.