1. Who we are
bookaplumber is operated by Water & Gas Worx Limited, an Auckland-based plumbing and gasfitting company. For the purposes of the Privacy Act 2020 we are the agency collecting and holding your information.
Questions about your data: privacy@bookaplumber.co.nz.
2. What we collect from plumbers
- Identity and licence: name, date of birth, photo ID, PGDB registration number and expiry, trade qualifications.
- Insurance: public liability policy number, insurer, cover amount, expiry date, certificate of currency PDF.
- Business details: company name, GST number (if supplied), physical address, service suburbs.
- Contact: mobile, email, preferred notification channel.
- Payment: card details handled by Stripe — we store a token, never the card number.
- Usage: login times, suburbs subscribed, claim/decline rate, response time on bookings, dashboard clicks.
3. What we collect about customers
When someone calls 0800 BOOKED, Sam (our voice agent) captures the details needed to route the booking:
- Caller name and phone number
- Address and suburb of the job
- Description of the problem
- Urgency and preferred time
- A transcript and audio recording of the call (for routing, training and dispute resolution)
Customers are told the call is recorded at the start of the call. Recordings are retained for 12 months then deleted.
4. How we use the information
- Route bookings to the right plumber based on suburb, availability and verification status.
- Verify licences and insurance against PGDB and insurer records.
- Prevent fraud — flagging duplicate signups, fake referrals, stolen card use.
- Billing — subscription charges and wallet credit tracking.
- Aggregate benchmarks — anonymised claim rates, response times and suburb demand shown on your stats dashboard. Individual plumbers are never identified to other plumbers.
- Service communication — booking alerts, billing receipts, verification status. You can opt out of marketing email; you can't opt out of booking alerts while you hold an active suburb.
5. Who we share it with
We share only what's needed to do the job:
- The plumber gets the customer's name, number, address and problem — so they can do the work.
- The customer gets the plumber's business name and number when the booking is accepted.
- Stripe processes payments. Stripe's privacy policy applies to card data.
- Supabase (hosted in Australia) stores plumber accounts and booking records.
- Vapi / Google handle voice transcription for Sam. Call audio is transmitted over encrypted connections.
- Law enforcement or regulators — only if compelled by lawful request or to prevent imminent harm.
We don't sell your data. We don't share plumber contact details with other plumbers. We don't share customer contact details with anyone other than the assigned plumber.
6. Where it's stored
Primary storage is Supabase (AWS Sydney). Call audio is stored on Cloudflare R2 (global edge with Sydney primary). Backups are encrypted at rest. Data may be transmitted through the United States via our payment and voice processors.
7. How long we keep it
- Active accounts: for as long as the account is open.
- Closed accounts: 7 years for billing/tax records, then deleted.
- Call recordings: 12 months, then deleted.
- Unsuccessful signups: 90 days, then deleted.
8. Your rights
Under the Privacy Act 2020 you can:
- Access the personal information we hold about you.
- Correct anything that's wrong.
- Request deletion of information we no longer need to hold.
- Complain to the Office of the Privacy Commissioner if you're not happy with how we've handled a request (privacy.org.nz).
Email privacy@bookaplumber.co.nz with your request. We respond inside 20 working days.
9. Security
Passwords are hashed (never stored in plain text). Admin access is restricted to the operator team and logged. Dashboards are served over HTTPS only. Card data never touches our servers — it stays with Stripe.
If a breach ever affected you, we'd notify you and the Privacy Commissioner as soon as practicable, per the Privacy Act's notifiable breach requirements.
10. Cookies and analytics
The plumber dashboard uses a login cookie and a theme preference cookie. The public marketing site uses Cloudflare Web Analytics — cookieless, aggregate page-view counts. No third-party ad pixels.
11. Changes to this policy
We'll notify you by email before any material change. Minor wording updates get posted here with the "last updated" date. Continuing to use the network after a change counts as acceptance.
12. Contact
Privacy queries: privacy@bookaplumber.co.nz. General: contact us. Postal: bookaplumber, c/o Water & Gas Worx, Auckland, New Zealand.