Privacy policy

1. Who we are

Book My Cleaning NZ ("we", "us", "our") is a cleaning services business based in Auckland, operating the website bookmycleaning.co.nz. Our Privacy Officer can be reached by email at info@bookmycleaning.co.nz (please put "Privacy" in the subject line), or through the contact form.

2. What personal information we collect

We only collect information we need (IPP 1).

• When you get a quote or book: your name, email address, phone number (if you give it), the property address and postcode, service and property details, access instructions, notes you add and how you chose to pay.
• If you create an account: the same details plus a password, which is stored only as a one-way encrypted hash. Nobody at Book My Cleaning can read it.
• When you pay by card: payments are processed by Stripe. We never see or store your full card number. We keep only the amount, date and Stripe's transaction reference.
• Photographs of the work: your cleaner may photograph rooms before and after the clean as a record of the work done (see section 7).
• Reviews and complaints: what you tell us about a clean, so we can respond and improve.
• If you apply to clean for us: contact details, work history, availability, IRD number, work rights and NZ Police vetting results. We only request Police vetting with your written consent.
• Automatically: your IP address, browser type and pages visited, used to keep the site secure, stop spam and fix problems.

You can browse the website and see prices without giving us any personal information. We need your real name, address and contact details to carry out a clean.

3. How we collect it

We collect personal information directly from you (IPP 2), through our website forms, your account, email, and when our cleaners attend your property. When we collect it, we tell you why and who will receive it (IPP 3), which this policy does.

Sometimes we receive information about you from someone else, for example a property manager, landlord or flatmate who books a clean at your address, or a business customer who gives us an on-site contact. Since 1 May 2026, IPP 3A requires us to take reasonable steps to let you know when we collect your information this way. We will do so, usually by email, unless an exception in the Privacy Act applies. If you book on behalf of someone else, please let them know and point them to this policy.

4. Why we collect and use it

• To quote for, book, carry out and follow up the cleaning services you ask for, including confirmations, reminders and giving your cleaner the details they need.
• To take payment, issue tax invoices and keep the records New Zealand tax law requires.
• To run the business safely: vetting cleaners, handling complaints and the 72-hour re-clean guarantee, preventing fraud and protecting our systems.
• To send you offers, cleaning tips and news, only if you have agreed (see section 5).
• To improve our website and services.

We only use your personal information for the purpose we collected it for, a directly related purpose, or where you have agreed or the law allows it (IPP 10).

5. Marketing emails and messages

We follow the Unsolicited Electronic Messages Act 2007. We only send marketing emails or texts to people who have consented. There is a tick box when you book and when you create an account; it is never ticked for you. Every marketing message identifies us and includes a working unsubscribe link, and we act on unsubscribe requests within 5 working days. You can also reply to any email or write to info@bookmycleaning.co.nz.

Messages about a booking you have made (confirmations, reminders, invoices and receipts) are part of the service and are not marketing.

6. Who we share it with

Your cleaner receives only what they need to do the job: your name, the address, access instructions and any notes. We also use trusted service providers who handle information on our behalf:

• Hostinger: website and database hosting.
• Brevo: sending our emails and, if you agree, marketing messages.
• Stripe: card payment processing.
• Anthropic: only if you use the website chat assistant, to generate the replies.
• Google: maps links for our cleaners and, if enabled, website measurement.

We may also share information with a property manager or landlord where you ask us to (for example, to confirm a clean was completed), with our professional advisers and insurers, or where the law requires or allows it (IPP 11). We do not sell, rent or trade your personal information, ever.

7. Photographs

Cleaners photograph the rooms they work in, before and after, so that you and we have a record of what was done. This is especially useful for end of tenancy inspections. We ask cleaners not to photograph people, personal documents or valuables. Images are kept at full size for 60 days and then reduced to a small copy for our records. They are available only to you, your cleaner and our office, and are never used in advertising without your written permission.

8. Sending information overseas

Some of our service providers store or process data outside New Zealand, which may include Australia, the European Union, the United Kingdom, the United States and Singapore. Before disclosing personal information overseas we take reasonable steps to make sure it will be protected in a way that is comparable to the Privacy Act, as IPP 12 requires, for example by using providers subject to comparable privacy laws or bound by contractual safeguards. Where a provider only stores or processes information for us, we remain responsible for it.

9. How we keep it secure

The site runs over HTTPS, passwords are hashed, staff access is limited by role, card details never touch our servers, and personal information is kept only as long as it is needed (IPP 5). If a privacy 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 the Privacy Act requires.

10. How long we keep it

• Booking, invoice and payment records: 7 years, as New Zealand tax law requires.
• Enquiries that do not become a booking: 12 months.
• Before-and-after photographs: 60 days at full size, then a small copy.
• Marketing consent: until you withdraw it, plus a record of the withdrawal.
• Unsuccessful job applications, including Police vetting results: 12 months, then destroyed.

When we no longer need information for any lawful purpose we securely delete or de-identify it (IPP 9).

11. Accessing and correcting your information

You can ask to see the personal information we hold about you (IPP 6) and ask us to correct anything that is wrong (IPP 7). Most details can be updated yourself in your account. For anything else email info@bookmycleaning.co.nz. We will respond as soon as we can and no later than 20 working days after we receive your request, and we will not charge you for making it. If we refuse, we will tell you why in writing. If we don't agree to correct something, you can ask us to attach a statement of the correction you asked for.

12. Cookies

We use only what the site needs to work: a sign-in cookie so your account stays open, and a small record of your last quote so the booking form remembers it. We do not use advertising cookies. If we add website measurement or advertising tools in future we will update this policy. You can block or clear cookies in your browser settings, although signing in will then not work.

13. Complaints

If you think we have mishandled your personal information, please email info@bookmycleaning.co.nz with "Privacy complaint" in the subject line. We will acknowledge it within 5 working days and aim to resolve it within 20 working days. If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner at www.privacy.org.nz.

14. Changes to this policy

We may update this policy from time to time. The current version is always on this page, with the date it was last updated.