​

Heat Force Ltd
Last updated: 16/09/2026

Heat Force Ltd ("Heat Force", "we", "us", "our") respects your privacy. This policy explains how we collect, use, store, share and protect personal information, and how you can access or correct it. We comply with the Privacy Act 2020 and its Information Privacy Principles, including the indirect-collection requirements introduced by the Privacy Amendment Act 2025, as well as the Unsolicited Electronic Messages Act 2007 and the Fair Trading Act 1986.

This policy applies to personal information we collect through our website (heatforce.co.nz), by phone, email, text message, in person, at your property, and from third parties such as property managers.
 

1. Who we are and how to contact us

Heat Force Ltd 27E Tanya Street, Christchurch 8062 Phone: (03) 928 2629 Email: info@heatforce.co.nz

Privacy Officer: Our Privacy Officer is responsible for privacy matters at Heat Force, including access and correction requests and complaints. You can contact them at info@heatforce.co.nz (please mark your email "Attention: Privacy Officer") or at the address above.
 

2. What personal information we collect

Depending on how you deal with us, we may collect:

• Contact details – name, phone number, email address, postal address.

• Property and site details – the property address, access instructions, gate or alarm notes, information about pets, and whether you are the owner, tenant or landlord.

• Job information – quotes, job notes, photos of your property and installation (including equipment nameplates and model/serial numbers), service history, warranty details and invoices.

• Payment information – invoice and payment records. If you pay using finance (such as Q Card), your application is handled by the finance provider under its own privacy policy. We do not store full credit card numbers.

• Communications – emails, text messages, call notes and enquiry form submissions.

• Feedback and reviews – ratings, comments and any other information you give us through our feedback page or surveys (see section 7).

• Website usage information – your IP address, device and browser type, pages visited and how you arrived at our site, collected through cookies and similar technologies (see section 11).

We only collect information that we need for the purposes set out in this policy. You don't have to give us your information, but if you don't, we may not be able to quote, book or complete work for you.
 

3. How we collect personal information

Directly from you – when you phone or email us, fill in a form on our website, request a quote, book a job, give feedback or talk with our team.

From other people (indirect collection) – we sometimes receive your information from someone else, for example:

• a property manager, landlord or real estate agency who asks us to carry out work at a property you live in (for example, your name, phone number and access arrangements as a tenant);

• a builder, developer or other trade we are working alongside;

• a family member or other person who books work on your behalf;

• equipment manufacturers or suppliers in connection with warranty claims;

• finance providers about the status of a finance application you have made.

When we collect your information from someone else, we will take reasonable steps, as soon as reasonably practicable, to make sure you know that we have it, why we have it, who we may share it with, and how you can access and correct it. We will usually do this when we first contact you (for example, when arranging access with a tenant) or by referring you to this policy, unless an exception under the Privacy Act applies (for example, where you have already been told these things).
 

4. How we use personal information

We use personal information to:

• respond to enquiries and prepare quotes;

• schedule, carry out and follow up on installations, servicing and repairs;

• arrange access to properties with owners, tenants and property managers;

• invoice, receive payments and keep financial records;

• register products and process warranty claims with manufacturers;

• send appointment confirmations, reminders and service notices;

• ask for feedback about our work and manage reviews (see section 7);

• send you service reminders, news and offers, where you have agreed to receive them (see section 8);

• improve our services, train our staff and recognise good work;

• maintain and improve our website and measure our advertising;

• meet our legal obligations and resolve disputes.

We will not use your information for a purpose that is unrelated to the reason we collected it unless you agree or the Privacy Act allows it.
 

5. Who we share personal information with

We do not sell personal information. We may share it with:

• Our staff and contractors who need it to carry out the work.

• Service providers who help us run our business, such as our job management system (Tradify), accounting system (Xero), website host (Wix), email and text messaging providers, review and feedback tools, and advertising and analytics providers (such as Google). These providers may only use your information to provide services to us. [Confirm this list matches the tools in use before publishing.]

• Equipment manufacturers and suppliers (such as Daikin, Mitsubishi Electric and Panasonic) for product registration and warranty purposes.

• Property managers and landlords, where they have engaged us for work at a property – for example, job reports, access updates and invoices.

• Finance providers, where you have chosen to pay using finance.

• Our professional advisers, such as accountants, lawyers and insurers.

• Debt collection agencies, if an account remains unpaid.

• Government agencies or others where we are required or authorised by law, or where it is necessary to prevent or lessen a serious threat to someone's health or safety.

• A buyer of our business, if Heat Force is sold or restructured, subject to that buyer protecting your information in line with the Privacy Act.
   

Overseas storage and disclosure

Some of our service providers store information on servers outside New Zealand (for example, in Australia or the United States). Where those providers only store or process information on our behalf, we remain responsible for it and take reasonable steps to ensure it is protected. If we ever disclose your personal information to a third party overseas for its own use, we will only do so where the Privacy Act permits – for example, where the recipient is subject to comparable privacy safeguards, or with your authorisation after telling you that it may not be protected in a way comparable to New Zealand law.
 

6. Storage and security

We take reasonable steps to protect personal information against loss, unauthorised access, use, modification or disclosure. These include password-protected and access-restricted business systems, limiting access to staff who need it, and using reputable service providers with appropriate security.

No method of transmitting or storing information is completely secure. If a privacy breach occurs that has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and affected people as required by the Privacy Act.
 

7. Customer feedback and reviews

We value honest feedback and use it to improve our service. This section explains how we ask for, collect, use and publish feedback and reviews.
 

7.1 Requesting feedback

After we complete a job, we may send you a text message or email asking about your experience, with a link to our feedback page or to a third-party review site.

• We only send feedback requests where you have agreed to hear from us (for example, when booking or accepting a quote) or where we otherwise have your consent under the Unsolicited Electronic Messages Act 2007.

• Each request will clearly identify Heat Force and include an easy, free way to opt out (for example, replying STOP). If you opt out, we will stop sending you feedback requests.

• We will send no more than [one request and one reminder] for each job.

• Some customers, such as commercial clients with ongoing arrangements, may not receive a request for every job.

• You can tell us at any time that you do not want to receive feedback requests by contacting us.
   

7.2 Fair and genuine reviews

We are committed to honest, transparent reviews in line with the Fair Trading Act 1986. This means:

• We ask all customers for feedback regardless of their experience. Whether your feedback is positive or negative, you are offered the same options, including leaving a public review on sites such as Google or Facebook.

• We do not pay for, or offer rewards in exchange for, positive reviews. If we ever run a promotion connected with feedback, it will be available regardless of the rating or content of your review, and we will say so clearly.

• We do not write, or ask staff, family or friends to write, reviews that appear to come from independent customers.

• We do not remove, hide or edit genuine reviews because they are negative.
   

7.3 Information collected through our feedback page

Our feedback page may collect your rating (for example, thumbs up or thumbs down), comments, your name, contact details and details of the job. We use this information to:

• understand and improve our service;

• follow up with you, particularly if something has gone wrong;

• recognise and train our staff; and

• with your permission, publish your feedback as a testimonial (see 7.4).

Providing contact details on the feedback page is optional, but if you don't include them we may not be able to follow up with you.
 

7.4 Publishing reviews and testimonials

• We will only publish feedback from our feedback page on our website, social media or marketing material if you have given us permission to do so.

• Published testimonials will show your first name and suburb (or initials) only, unless you agree to more.

• We may lightly edit a testimonial for length or spelling, but not in a way that changes its meaning or tone.

• You can ask us to remove your testimonial at any time and we will do so within a reasonable time.
   

7.5 Reviews on third-party websites

If you leave a review on a third-party site such as Google, Facebook or NoCowboys, that review is public and is governed by that site's own terms and privacy policy. Heat Force does not control those sites.

We may respond publicly to reviews. When we do, we will not disclose personal information about you or your job beyond what you have already included in your review. If we need to discuss details, we will contact you privately.
 

7.6 Moderation

We may decline to publish, or may remove, content on channels we control only where it:

• contains personal information about another person (including private details about our staff);

• is offensive, abusive, threatening or discriminatory;

• may be defamatory or unlawful, or may breach the Harmful Digital Communications Act 2015;

• is spam, unrelated to our services, or is not from a genuine customer.

We will not remove content simply because it is critical of Heat Force.
 

7.7 Staff names in reviews

Reviews sometimes mention our team members by name. We may share feedback that mentions staff with the staff member concerned, and may use positive feedback for staff recognition.
 

7.8 Keeping feedback

We keep feedback records for as long as they are useful for improving our services and resolving any related issues, and generally no longer than [3] years, unless the feedback forms part of a complaint or job record that we need to keep longer.
 

8. Marketing messages

We will only send you marketing emails or text messages (such as service reminders, news or special offers) where you have consented or where consent can be inferred from our existing relationship, as permitted by the Unsolicited Electronic Messages Act 2007. Every marketing message will identify Heat Force and include a free, easy way to unsubscribe. We keep a record of your consent and of unsubscribe requests.
 

9. How long we keep personal information

We keep personal information only for as long as we need it for the purposes described in this policy or as required by law. For example, financial and tax records are generally kept for at least seven years, and job and equipment records may be kept for the life of the warranty or the equipment so we can support future servicing. When information is no longer needed, we securely delete or destroy it.
 

10. Your rights: access and correction

You have the right to:

• ask for access to the personal information we hold about you; and

• ask us to correct personal information you think is wrong.

To make a request, contact our Privacy Officer (see section 1). We may need to verify your identity before we respond. We will respond as soon as reasonably practicable and no later than 20 working days after receiving your request. We will not charge you for making a request. If we decline a request, we will tell you why, as permitted by the Privacy Act. If we don't agree to correct your information, you can ask us to attach a statement of the correction you asked for.
 

11. Cookies and website analytics

Our website is hosted on Wix and uses cookies and similar technologies to:

• make the website work properly (essential cookies);

• remember your preferences, including whether you have accepted cookies;

• understand how visitors use our site (analytics); and

• measure and improve our online advertising, including Google Ads.

Analytics and advertising providers such as Google may collect information about your visit and use it under their own privacy policies. You can control or delete cookies through your browser settings, and you can manage Google advertising preferences at adssettings.google.com. Blocking some cookies may affect how the website works.
 

12. Links to other websites

Our website links to other websites, including manufacturer, finance provider and review sites. We are not responsible for the privacy practices of those websites, and we encourage you to read their privacy policies.
 

13. Children

Our services are intended for adults. We do not knowingly collect personal information from children, except where incidentally provided (for example, when a child answers the door during a scheduled visit). If you believe a child has given us personal information, please contact us and we will deal with it appropriately.
 

14. Complaints

If you have a concern about how we have handled your personal information, please contact our Privacy Officer first so we can try to resolve it. We will acknowledge your complaint promptly and aim to resolve it within a reasonable time.

If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner:

• Website: www.privacy.org.nz

• Phone: 0800 803 909
   

15. Changes to this policy

We may update this policy from time to time to reflect changes in the law or in how we operate. The updated version will be published on this page with a new "Last updated" date. If we make significant changes, we will take reasonable steps to let you know.