Heatwell Under Floor Ltd ("Heatwell", "we", "us") respects your privacy. This policy explains what personal information we collect, why we collect it, what we do with it, and what rights you have. It applies to www.heatwell.co.nz and to any dealings you have with us by phone, email or in person.

We handle personal information in accordance with the Privacy Act 2020.

Last updated: 4th Sept 2026

Who we are:

Heatwell Under Floor Ltd
258 Forrest Hill Road, Forrest Hill, Auckland 0620, New Zealand
0800 392 853
info@heatwell.co.nz

If you have any question about this policy or about information we hold, contact Richard at the address above.

What we collect:

We only collect information we actually need. Depending on how you deal with us, that may include:
•    Contact details — your name, email address, phone number and delivery or installation address.
•    Order information — what you bought, when, and where it was sent.
•    Quote information — floor plans, room measurements, property details and any notes you send us when asking for a quote.
•    Installation records — the products installed at your property, the date of installation, ohms test readings, and photographs taken during installation as part of our Best Practice process.
•    Correspondence — emails, form submissions, and notes of phone calls where we need to record what was agreed.
•    Website usage information — see "Cookies and website analytics" below.

We do not collect payment card details. Card payments are processed by Stripe, and your card number is never seen or stored by Heatwell.
 

How we collect it:

Almost always directly from you — when you fill in a form on our website, place an order, email us, phone us, or talk to us on site.
Occasionally we receive your details from someone else involved in your project, such as your builder, tiler, electrician or property manager. If that happens, we use those details only for the job in question.

Why we collect it, and what we use it for:

We use your information to:
•    prepare quotes and answer enquiries
•    supply, deliver and install the products you have ordered
•    provide technical support to you or to your electrician
•    honour warranties, and verify warranty claims against our installation records
•    keep the records a business is required to keep, including for tax and consumer law purposes
•    contact you about your order, your installation, or a safety issue affecting a product you own
•    send you information about Heatwell products and services, if you have asked to receive it

We will not use your information for anything unrelated to these purposes without asking you first.

Marketing:

We will only send you marketing email if you have opted in to receive it. Every marketing message we send includes an unsubscribe link, and we will action an unsubscribe request promptly.

Messages about an order you have placed, an installation we are carrying out, a warranty matter, or a product safety issue are not marketing, and you will continue to receive those.

Who we share it with:

We do not sell your information, and we do not trade or rent it to anyone.

We share it only where we have to, and only as much as is needed:
•    Our website and hosting provider, Wix.com. Our website, contact forms and online store run on Wix. Information submitted through the site is stored on Wix's systems.
•    Our payment provider, Stripe. They process your payment and hold the card details we never see.
•    Our couriers, NZ Post. We pass on your name, delivery address and phone number so your order can be delivered.
•    Our installers and subcontractors. Where a job requires it, we pass on the address, access details and contact number needed to carry out the work.
•    Our cable and thermostat manufacturer. Where you make a warranty claim, we may need to pass on the product details, installation date and test records supporting the claim.
•    Professional advisers, or where the law requires it. For example, our accountant, or a lawful request from a government agency.

Some of these providers, including Wix, store information on servers outside New Zealand. Where that is the case, we take reasonable steps to satisfy ourselves that comparable privacy safeguards apply, as required by the Privacy Act 2020.

Cookies and website analytics:

Our website uses cookies — small files stored by your browser. Wix sets cookies that are necessary for the site to work, to keep your shopping cart contents between pages, and to keep your session secure. Wix also runs analytic tools to understand how visitors use the site, so we can improve it. This tells us things like which pages are visited and for how long. It does not tell us who you are.

You can block or delete cookies in your browser settings. If you block the necessary cookies, parts of the site — particularly the online store — may not work.

How we store it, and for how long:

We store your information on our own systems and on the systems of the providers listed above. We take reasonable steps to protect it against loss, misuse and unauthorised access.

How long we keep it depends on what it is:
•    Enquiries that don't become orders: kept for up to one month, then deleted.
•    Order and payment records: kept for at least seven years, as required by New Zealand tax law.
•    Installation records, including ohms test readings and installation photographs: kept for the life of the product warranty, which may be up to 25 years. We keep these because they are the evidence a warranty claim is assessed against, and they protect you as much as us.
•    Marketing contact details: kept until you unsubscribe.

Your rights:

Under the Privacy Act 2020 you have the right to:
•    ask what we hold about you, and get a copy of it
•    ask us to correct it if it is wrong or out of date
•    ask us to delete it, where we are not required to keep it

Email info@heatwell.co.nz or phone 0800 392 853. We will respond within 20 working days, which is the timeframe the Act allows. There is no charge for a reasonable request.

If you ask us to correct information and we don't agree that it is wrong, you can ask us to attach a statement of the correction you sought, and we will.

If you're not happy please raise it with us first — most things are sorted out with a phone call. Contact Richard Gillam on 0800 392 853 or at info@heatwell.co.nz.

If we can't resolve it, you can complain to the Office of the Privacy Commissioner:
Phone 0800 803 909
Email enquiries@privacy.org.nz
Website www.privacy.org.nz

Changes to this policy:

We may update this policy from time to time. The current version is always on this page, with the date it was last updated at the top. If we make a change that materially affects how we use information we already hold, we will tell affected customers directly.