Privacy Policy

1. Introduction & Scope

This Privacy Policy explains how Care2phone, the trading name of MOBILESTYLE LIMITED ("Care2phone", "we", "us", "our") collects, uses, discloses, and protects your personal information. It applies to all services provided at all Care2phone branches and through our website at care2phone.co.nz.

Care2phone is committed to handling your personal information in accordance with the Privacy Act 2020 (New Zealand) and the 13 Information Privacy Principles (IPPs) set out in that Act.

By using our services, submitting a device for repair, filling out any form on our website, or purchasing products from us, you agree to the collection and use of your information as described in this Privacy Policy.

MOBILESTYLE LIMITED is the legal entity operating Care2phone and is responsible for all data handling under this Privacy Policy.

2. Information We Collect

We collect personal information that you provide to us directly, information we generate during our services, and information collected automatically through our website. The specific types of information we may collect include:

Personal Contact Information

• Full name
• Phone number(s)
• Email address
• Physical or postal address (where provided)

Device & Repair Information

• Device make, model, and colour
• IMEI or serial number
• Device passcode (only if you choose to provide it for testing)
• Description of the fault or requested service
• Repair history with us
• Photographs of your device at intake for damage documentation

Payment Information

• Transaction records (amount, date, method)
• Afterpay or Zip account details (where used — processed directly by those providers)
• Card payment details are processed securely by our payment processor — we do not store full card numbers

Website & Online Information

• Information submitted through our quote form and contact forms
• Newsletter signup details
• Messages sent via Facebook, Instagram, WhatsApp, or other social channels
• IP address, browser type, device type, and pages visited
• Cookies and similar tracking technologies (see Section 10)

CCTV Footage

Video and audio footage from security cameras installed at our branches (see Section 4).

3. Device & Repair Data — How We Handle Your Phone Content

What our technicians may access during a repair:

• Device unlock screen (to test touch functionality)
• Settings menus (to verify hardware is recognised)
• Camera app (to test camera repairs)
• Audio test screens (to test speakers/microphone)
• Home screen (to verify display and general function)

What we do NOT access:

• Your photos, videos, messages, or emails
• Your contacts or call history
• Your files, documents, or downloads
• Banking apps, social media accounts, or password managers
• Browser history or saved passwords

For your protection, we recommend:

• Back up your device before leaving it with us
• Remove or hide any sensitive content before drop-off
• Sign out of sensitive accounts if possible
• Provide a temporary passcode for testing if you prefer

If a repair requires us to hold a device overnight or for extended periods, the device is stored in a secure area accessible only to authorised technicians.

4. CCTV & Store Security

All Care2phone branches operate closed-circuit television (CCTV) security cameras with audio recording for the safety and security of our customers, staff, and property.

Purpose of CCTV

• Preventing and detecting theft, fraud, or criminal activity
• Verifying repair drop-off and collection events
• Protecting staff and customer safety
• Providing evidence in the event of disputes or incidents
• Quality assurance and staff training

How CCTV Footage Is Handled

• Video and audio footage is stored securely on encrypted digital recorders
• Access is restricted to the business owner and authorised staff
• Footage is typically retained for 30 days and automatically overwritten thereafter, unless required for a specific incident
• CCTV footage is not shared with third parties except where required by law (e.g., Police request or court order)

This notice complies with the Privacy Act 2020 and relevant sections of the Crimes Act 1961 (New Zealand) regarding audio recording. Audio recording is conducted openly with notice to all persons entering the premises.

If you wish to request access to CCTV footage involving you, please contact our Privacy Officer (see Section 16).

Audio recording is limited to open areas of the store and is not used in private or restricted spaces.

5. How We Use Your Information

We collect and use personal information only where it is necessary for providing our services, fulfilling legal obligations, or where you have given consent. We collect and use your personal information only for purposes directly related to our business. Specifically, we use your information to:

• Provide repair services — contact you about your repair, notify you when it's ready, and manage warranty claims
• Process payments — including via Afterpay, Zip, and other payment processors
• Respond to enquiries — including quotes, questions, and support requests
• Send marketing communications — where you have opted in (see Section 6)
• Improve our services — analyse trends to better serve our customers
• Comply with legal obligations — such as tax record-keeping, consumer law requirements, and responding to law enforcement requests
• Protect our business — detect fraud, resolve disputes, and enforce our terms of service
• Communicate via social media — respond to messages sent via Facebook, Instagram, WhatsApp, or other platforms

We collect and process personal information based on your consent, the necessity to perform our services, and our legal obligations under New Zealand law.

6. Marketing Communications & Opt-Out

With your consent, we may send you marketing communications via email or SMS, including:

• Special offers and promotions
• New product announcements
• Reminders about accessories and services
• Newsletter updates

• Email marketing: Click the "Unsubscribe" link at the bottom of any marketing email
• SMS marketing: Reply "STOP" to any marketing text message
• By contacting us: Email sales@care2phone.co.nz or call any of our branches

Please note that opting out of marketing communications does not affect transactional messages (such as repair status updates, appointment confirmations, or warranty notifications), which are necessary for us to provide our services.

Marketing communications comply with the Unsolicited Electronic Messages Act 2007 (New Zealand).

7. Who We Share Information With

We do not sell, rent, or trade your personal information to third parties. We only share your information in the following limited circumstances:

Service Providers

We share information with trusted third-party service providers who help us operate our business (website hosting, payment processing, email delivery, analytics). These providers are only permitted to use your information for the specific services they provide to us. See Section 8 for a list of current providers.

Legal Requirements

We may disclose your information where required by New Zealand law, including in response to:

• Police or law enforcement requests
• Court orders or legal proceedings
• Inland Revenue Department (IRD) requirements
• Office of the Privacy Commissioner investigations

Business Transfers

If Care2phone is sold, merged, or restructured, your information may be transferred to the new entity. We will notify you of any such change in advance.

With Your Consent

We may share your information with other parties where you have given explicit consent.

8. Third-Party Services We Use

Care2phone uses the following third-party services that may collect, process, or store personal information. Each service has its own privacy policy, which we recommend you review:

These third parties are bound by their own privacy policies and data protection standards. Care2phone takes reasonable steps to ensure they handle your information securely and in accordance with applicable law.

While we take reasonable steps to work with reputable providers, we are not responsible for the privacy practices or security of third-party services.

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those external sites.

9. International Data Transfers

Some of the third-party services we use (including Google, Meta, Afterpay, Zip, and WhatsApp) are based overseas. As a result, some of your personal information may be transferred to, stored in, or processed in countries outside of New Zealand.

When personal information is transferred internationally, we take reasonable steps to ensure that the recipient is subject to privacy safeguards comparable to those required under the New Zealand Privacy Act 2020, in accordance with Information Privacy Principle 12.

Countries where your data may be processed include but are not limited to the United States, Australia, and the European Union.

10. Cookies & Tracking Technologies

What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help websites remember your preferences, improve performance, and provide a better user experience.

Types of Cookies We Use

Managing Cookies

You can manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect website functionality. Most browsers also allow you to refuse third-party cookies specifically.

11. Data Security

Care2phone takes reasonable physical, technical, and organisational measures to protect your personal information from unauthorised access, disclosure, alteration, loss, or misuse. These measures include:

• Secure password protection on all staff computers and systems
• Encrypted data storage where practical
• Access controls limiting personal data to authorised staff only
• Physical security at our branches (CCTV, secure storage areas)
• Regular software updates and security patches
• Secure disposal of paper records when no longer required
• Staff training on privacy obligations

However, no method of electronic storage or transmission is completely secure. While we strive to protect your information, we cannot guarantee absolute security.

12. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Specific retention periods include:

After the relevant retention period, your information is securely deleted or anonymised.

13. Your Privacy Rights

Under the New Zealand Privacy Act 2020, you have the following rights regarding your personal information held by Care2phone:

To exercise any of these rights, please contact our Privacy Officer (see Section 16). We will respond to your request within 20 working days as required by the Privacy Act 2020.

Please note that some information may be retained where required by law (e.g., tax records), and we may need to verify your identity before processing certain requests.

We may require reasonable proof of identity before releasing or modifying any personal information to ensure the security of your data.

14. Children's Privacy

Care2phone provides repair services for devices belonging to customers of all ages. When a parent or guardian brings in a child's device (typically for a child under 16), we collect information from the parent or guardian as the account holder.

We do not knowingly collect personal information directly from children under 16 through our website or marketing activities without parental consent. If you believe we have inadvertently collected such information, please contact our Privacy Officer immediately and we will take appropriate action.

Parents and guardians are responsible for supervising their children's use of our services and website.

15. Data Breach Notification

In the unlikely event of a data breach that causes or is likely to cause serious harm to affected individuals, Care2phone will:

• Notify affected individuals as soon as practicable with details of the breach, what information was affected, and what steps to take
• Notify the Office of the Privacy Commissioner as required under Part 6 of the Privacy Act 2020
• Take immediate steps to contain the breach and prevent further unauthorised access
• Investigate the cause and implement measures to prevent recurrence

Our notification will be made in accordance with the notifiable privacy breach provisions of the Privacy Act 2020.

16. Privacy Officer Contact

In accordance with Section 201 of the Privacy Act 2020, Care2phone has appointed a Privacy Officer who is responsible for ensuring compliance with this Privacy Policy and the Privacy Act.

We aim to respond to all privacy enquiries within 20 working days as required by the Privacy Act 2020.

17. Complaints Process

If you believe Care2phone has breached your privacy or mishandled your personal information, we encourage you to contact our Privacy Officer first so we can investigate and resolve the issue directly. Most concerns can be resolved quickly through direct communication.

Step 1: Contact Care2phone

Contact our Privacy Officer (see Section 16) with details of your concern. We will investigate and respond within 20 working days.

Step 2: Further Action

If you are not satisfied with our response, you may seek further assistance or lodge a complaint with the appropriate regulatory authority in New Zealand.

18. Image Use Disclaimer

The images used on our website are for illustrative purposes only. While we make every effort to use images that are royalty-free, licensed, or owned by Care2phone, there may be rare instances where images are used mistakenly. These images are intended to enhance customer understanding and provide a visual reference for our services.

If you are the copyright holder of any image used on this site and believe it has been used without proper authorisation, please contact us at sales@care2phone.co.nz. We will investigate promptly and take appropriate action, including removal if necessary.

19. Changes to This Privacy Policy

Care2phone may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. The "Last Updated" date at the top of this page indicates when this policy was most recently revised.

For significant changes, we will make reasonable efforts to notify you, such as through a prominent notice on our website or via email (where you have provided your email address).

Your continued use of our services after changes are posted constitutes acceptance of the revised Privacy Policy.

20. Contact Us

For any questions about this Privacy Policy, how we handle your information, or to exercise any of your privacy rights, please contact us: