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Privacy Policy

1. Introduction

Pluto Appliances Ltd (“Pluto Appliances”, “we”, “our”, “us”) respects your privacy and is committed to handling your personal information in compliance with the New Zealand Privacy Act 2020 and, where applicable, the Australian Privacy Act 1988 (Cth).

This Privacy Policy sets out how we collect, use, store, share, and protect your personal information when you:

  • purchase products from us via our website, invoices, or payment gateways;

  • interact with us for support, warranty, or servicing; or

  • engage with our marketing and communications.

By using our website and services, you agree to the terms of this Privacy Policy.

2. What We Collect

We collect personal information directly from you, from your use of our website, and through our payment, customer relationship management (CRM), and accounting systems.

Information you provide:

  • Contact details (name, email, phone, billing and shipping address).

  • Purchase details (products purchased, order numbers, invoices, dates, serial numbers).

  • Payment details (collected via secure third-party providers — POLi and eWAY).

  • Warranty and servicing information (proof of purchase, product IDs, serial numbers, support requests).

  • Business details if you purchase on behalf of an organisation.

  • Marketing and communications preferences (if you opt in).

Information collected automatically:

  • Device and browser information (IP address, browser type, session times, pages viewed).

  • Cookies and tracking technologies (e.g., Google Analytics, HubSpot).

We do not knowingly collect information from individuals under the age of 16.

3. Purposes of Collection and Use

We collect, hold, and use personal information for the following purposes:

  1. Process orders and payments – including processing transactions and issuing automated invoices/receipts.

  2. Deliver products – including managing shipping, logistics, and delivery confirmations.

  3. Provide support and warranty servicing – including verifying product ownership, troubleshooting faults, and maintaining service records.

  4. Maintain business records – including sales records, tax compliance, and accounting records.

  5. Send marketing communications – if you opt in at checkout or via our website (e.g., promotional emails or remarketing campaigns).

  6. Improve our services – including performing analytics, improving website performance, and gaining customer insights.

  7. Ensure legal and regulatory compliance – including fraud prevention, product safety notifications, and recall obligations.

4. How We Share Information

We do not sell personal information. We may share your information with trusted third parties only as necessary for the purposes described above, including:

  • Payment processors: POLi and eWAY (both are PCI DSS compliant payment gateways).

  • Platform providers: Wix (website hosting), HubSpot (CRM and analytics), Xero (invoicing/accounting software).

  • Logistics: Our internal delivery operations (we use no external couriers at launch).

  • Professional advisers: Our auditors, accountants, lawyers, or regulators (as needed for compliance).

  • Authorities: Government or law enforcement agencies if disclosure is required by law (e.g., for investigations or compliance reporting).

If we expand services or engage additional providers, we will update this policy accordingly.

5. Cross-Border Data Transfers

Some of our third-party providers (such as Wix, HubSpot, Xero) may store or process personal information on servers located outside New Zealand and Australia, including in the United States and Europe. Where personal data is transferred outside NZ or Australia, we take reasonable steps to ensure it is protected with comparable safeguards – for example, through contractual protections or the provider’s participation in recognised data protection frameworks.

6. Data Retention

13. Contact Us

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. For example:

  • Sales and tax records: Kept for at least 7 years (to comply with legal and tax requirements).

  • Warranty and servicing records: Retained for the 2-year warranty period plus a reasonable administrative period thereafter.

  • Marketing and CRM records: Retained until you opt out or unsubscribe from marketing.

  • Support correspondence: Retained as needed for operations, then securely deleted once no longer required.

After these periods, personal data is securely deleted or anonymised.

If you have any questions or concerns about this Privacy Policy or our practices, please contact us:

Pluto Appliances Ltd
Company Number: 8270120
Website: www.plutoappliances.com
Email: support@plutoappliances.com
Phone:
Address: Remuera, Auckland 1050, New Zealand

7. Security Measures

We use appropriate technical and organisational measures to safeguard personal information, including:

  • Secure payments: All payment processing is handled via PCI DSS-compliant gateways (POLi, eWAY).

  • Access controls: Role-based access limits who among our staff can view customer records (only authorised Pluto Appliances personnel).

  • Encrypted connections: Our website uses HTTPS/SSL to encrypt data in transit.

  • Secure hosting: We rely on secure hosting providers (Wix and HubSpot) to protect stored data.

  • Standard practices: We follow industry standard security practices for both physical and digital records.

While we take reasonable care to protect your information, no system is completely secure. If you suspect any unauthorised access or security breach, please contact us immediately.

8. Cookies and Tracking

Our website uses cookies and similar tracking technologies to:

  • enable core site functionality such as shopping cart and checkout;

  • measure site performance and understand customer behavior on our site; and

  • support marketing initiatives, including serving relevant ads and remarketing.

You can manage cookies through your browser settings. Please note that some features of our site may not function properly if cookies are disabled. (We display a cookie consent banner on our website to inform you about non-essential cookies.)

9. Marketing Communications

  • We only send marketing communications (such as promotional emails or remarketing ads) if you have actively opted in to receive them (for example, by checking a box at checkout or subscribing via our website).

  • You can unsubscribe from marketing emails at any time by clicking the unsubscribe link provided in those emails.

  • We may still send you essential service-related messages when necessary (for example, order confirmations, invoices, product safety notices, or recall information).

10. Your Rights

New Zealand: Under the New Zealand Privacy Act 2020, you have the right to request access to the personal information we hold about you, and to request correction of that information if you believe it is inaccurate or incomplete.

  • Requests must be submitted to us by email, and we will take steps to verify your identity (for example, by confirming your name, contact information, and order details) before releasing or correcting information.

  • We will respond to your request within a reasonable time and in accordance with our obligations under the law.

  • We do not currently offer a right to deletion (erasure) of personal information, except where deletion is required by law.

Australia (for future customers): Under the Australian Privacy Act 1988 (Cth), Australian customers will similarly have rights to access and request correction of personal information that we hold about them. (As of now, we do not serve Australian customers, but we acknowledge these rights in preparation for any future expansion.)

11. Complaints and Dispute Resolution

We encourage you to contact us first to resolve any privacy-related complaints or concerns.

Step 1: Internal Complaints. Please email us at support@plutoappliances.com with details of your concern. We will acknowledge your complaint within 5 business days and aim to investigate and resolve it within 20 business days.

Step 2: External Complaints. If you are not satisfied with our response, you may seek advice or file a complaint with the relevant privacy authority:

  • If you are in New Zealand, you can contact the Office of the Privacy Commissioner (www.privacy.org.nz).

  • If you are in Australia, you can contact the Office of the Australian Information Commissioner (OAIC) (www.oaic.gov.au).

12. Updates to This Policy

We may update this Privacy Policy from time to time. The “Effective Date” at the top will reflect the date of the latest revision. If we make significant changes, we will highlight those changes on our website or notify you by other appropriate means. We encourage you to review this policy periodically to stay informed about how we protect your information.

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