Privacy Policy

FLYTTE operates an online booking platform for moving and delivery services in New Zealand, based at 152 Lemon Street, Strandon, New Plymouth 4312. This Privacy Policy explains how we collect, use, store, and disclose your personal information, in accordance with the New Zealand Privacy Act 2020.

We are the "agency" responsible for the personal information described in this policy. Our contact address is hello@flytte.co.nz.

From customers making a booking:

• Full name and phone number
• Email address, where you provide one
• Pickup and drop-off addresses
• List of items being moved, and any photos you upload
• Preferred booking date and time
• Any notes you provide about the move
• Payment status and transaction records for the Deposit (card details are handled by our payment provider, not stored by us)

From movers creating an account:

• Name, company name, and email address
• Phone number and business details
• Pricing and availability settings
• Staff and vehicle information you enter
• Driver's license or passport photos, license number, and other identity details submitted for account verification

From movers using the FLYTTE mobile app during a job:

• Real-time GPS location, only while you have actively started location sharing for a specific job, and only until you stop sharing or the job ends
• Camera access, used only when you choose to take or upload a photo (e.g. verification documents, job check-in photos)

From messages and chat:

• The content of messages you send us through the website chat, Facebook Messenger, SMS, or email, and our replies
• Your Facebook or Messenger display name, where you contact us through Messenger

From waitlist registrations:

• Business name, contact name, email, and phone
• Operational information (region, team size, current job methods)

Automatically:

• IP address and general location
• Device type and browser
• Pages visited and actions taken on the platform
• Cookie and similar technology data

Location. The FLYTTE mobile app for movers requests location access so that, while you are actively working a job and have turned on location sharing, the customer who booked that job and FLYTTE dispatch can see your live position on a map. Location is not collected before you start sharing or after you stop, and is not collected at all for customer accounts. Location history for a job is retained only as long as needed to support that booking and resolve any disputes about it, then deleted.

Camera and photo library. The app requests camera/photo access only at the moment you choose to take or upload a photo, such as a driver's license photo during account verification or a job check-in photo. We do not access your camera or photo library at any other time.

Job records. On the day of a move, the apps may record photos of the items and the Mover's vehicle, notes about existing or new damage, the first names of the crew on the job, the start and finish times, and the customer's sign-off signature. These are shared between the customer, the Mover for that job, and FLYTTE, and are used to confirm the work was done, work out the final price for hourly jobs, and resolve any complaint or dispute about the job.

You can withdraw location or camera permission at any time in your device settings; doing so may limit features that depend on them (e.g. live tracking for a job in progress).

We use your personal information to:

• Process and fulfil booking requests, and prepare quotes
• Share booking details with the Mover assigned to your job
• Send booking confirmations, reminders, and status updates
• Process the Deposit and related transaction records
• Respond to queries and provide customer support
• Verify accounts and information provided to us
• Investigate and resolve disputes, complaints, and suspected breaches of our Terms
• Detect, prevent, and act on fraud, misuse, and attempts to bypass the platform
• Improve the platform and our services, and develop and test new features
• Comply with legal, tax, accounting, and regulatory obligations

We do not use your information for unsolicited marketing without your consent. We may also use non-identifiable or aggregated information for analytics and reporting.

Messages, enquiries, quote activity, and booking activity that take place through the platform, including our website chat and our Facebook Messenger channel, may be stored, reviewed, and used to operate the platform, provide support, resolve disputes, investigate complaints, monitor compliance with our Terms, detect fraud or abuse, keep evidence, and improve service quality.

We use automated systems and AI-assisted tools to help with customer chat, quoting, reminders, follow-ups, moderation, and fraud detection. An AI assistant may generate replies in our chat channels. These tools are supervised by FLYTTE, and you can ask to deal with a person instead. AI-assisted chat does not make automated decisions that have a legal or similarly significant effect on you without human involvement.

The assigned Mover. When you make a booking, your name, phone number, pickup and drop-off addresses, and item list are shared with the Mover fulfilling your booking. The Mover uses this to complete your move and may contact you about it; you can also message the Mover through the platform. In turn, you can see the first names of the Mover's crew for your job, and the Mover's live position on a map while they are sharing it on the way to your job.

Service providers that help us run the platform. We use trusted third parties to provide the platform, and share personal information with them only as needed for them to perform their service:

• Supabase: database and authentication (servers in the United States, AWS us-east-1).
• Vercel: platform hosting and web server logs, including IP addresses.
• Stripe: payment processing for the Deposit. Stripe handles your card details directly; we receive only transaction status and limited details.
• Resend: sending transactional email such as confirmations and receipts.
• Twilio: sending SMS notifications and reminders.
• Anthropic: the AI model used for chat and quoting assistance. Chat content is processed to generate replies and is not used by Anthropic to train its models under our configuration.
• Google: address autocomplete and mapping, and, if a Mover connects Google Calendar, booking details (customer name, phone, addresses, date, and time) are added as a calendar event, subject to Google's Privacy Policy.
• Meta Platforms: where you contact us through Facebook Messenger, message content and your Messenger profile name are exchanged with Meta to deliver the conversation. We also use the Meta pixel and Meta's Conversions API to measure and improve our advertising: these send Meta the pages you view and actions you take on the website and in our apps, and booking events with the booking value. Your email address, phone number and first name are converted to a one-way hashed form before they are sent; your IP address and browser or device details are sent as they are.
• Google Analytics: to understand how the website and apps are used, including pages viewed, actions taken, device and browser type, and approximate location derived from your IP address.
• Google Firebase Cloud Messaging: to deliver push notifications to the FLYTTE apps, using a notification token for your device.
• Sentry: error and performance monitoring, which may include limited technical request data.

Legal and protective disclosure. We may disclose personal information where required or permitted by law, or where reasonably necessary to enforce our Terms or protect the platform, FLYTTE, a Mover, or users of the platform.

Business transfer. If FLYTTE is involved in a sale, merger, restructure, acquisition, or similar transaction, personal information may be disclosed to the parties involved and transferred as part of that transaction, subject to appropriate confidentiality arrangements.

We do not sell your personal information to third parties.

Several of the providers listed in section 6 store or process personal information on servers outside New Zealand, including in the United States and other countries where those providers or their sub-processors operate. This means your personal information may be held or accessed overseas.

Where we disclose personal information to an overseas provider, we take reasonable steps to ensure it is protected with safeguards comparable to those required under the New Zealand Privacy Act 2020, such as contractual data protection terms. Some overseas countries may not have privacy laws that are as protective as New Zealand's.

Booking records (including customer name and contact details) are retained for seven years to comply with New Zealand tax and business record-keeping requirements, and to assist with any disputes or queries.

Chat and message records are retained for as long as reasonably necessary for support, dispute resolution, fraud prevention, and quality purposes, and then deleted or de-identified.

Waitlist registrations are held until your account is created or until you request deletion.

You may request deletion of your personal information at any time (see section 11). Some information may be retained where required by law or for the purposes described in this policy.

We use industry-standard security measures including encrypted connections (TLS), access controls, and Row Level Security in our database to protect your information. Access to customer data within the platform is restricted to the Mover associated with each booking.

While we take reasonable precautions, no method of transmission or storage is perfectly secure. If you believe your data has been compromised, contact us immediately at hello@flytte.co.nz.

Under the New Zealand Privacy Act 2020, you have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information (subject to legal retention obligations, see section 11)
• Complain to us about how your information has been handled
• Lodge a complaint with the Privacy Commissioner at privacy.org.nz

To exercise any of these rights, email us at hello@flytte.co.nz. We will respond within 20 working days as required by the Privacy Act.

You may ask us to delete personal information we hold about you. Use the form at flytte.co.nz/delete-account or email hello@flytte.co.nz with your request and the account, booking, or information you would like deleted.

We may need to verify your identity before acting on a deletion request. We may keep certain information where it is required for legal, tax, accounting, dispute resolution, or fraud prevention purposes, or where retention is reasonably necessary to operate the platform. Where deletion is possible, we will delete or de-identify the relevant information within a reasonable timeframe and confirm once done.

For any privacy queries, access requests, or complaints, contact our Privacy Officer at hello@flytte.co.nz.

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner at privacy.org.nz.

We may update this Privacy Policy from time to time. Material changes will be notified via email or a notice on the platform. The "Effective" date at the top of this page reflects when the current version was last updated.