Privacy Policy

This Policy explains how Zero Friction collects, holds, uses and discloses personal information.

1. Who We Are and Who This Policy Covers

ZERO FRICTION LIMITED, company number 9446896, trading as Zero Friction ("Zero Friction", "we", "us" or "our"), provides digital presence maintenance services to businesses.

This Policy applies to customers, authorised account users, prospective customers, business contacts and other individuals whose personal information is handled through the Zero Friction website, dashboard, onboarding process, Content Vault, customer communications or service delivery.

Zero Friction handles personal information in accordance with the New Zealand Privacy Act 2020 and the Privacy Amendment Act 2025.

2. Personal Information We Collect

Zero Friction collects only personal information that is reasonably necessary to operate, secure and provide the service. Depending on the relationship and services used, this may include:

• names, business roles, business names, email addresses, phone numbers and other contact details;
• account, onboarding, subscription and authorised-user information;
• business information and Customer Content including photographs, videos, documents, products, services, prices, opening hours, events and updates;
• platform account identifiers, page identifiers, permission status, verification status and authorised access tokens;
• billing addresses, transaction records, payment status and limited payment information received from the payment provider;
• dashboard tasks, support requests, emails, notices and other communications;
• approval, rejection, publication, scheduling, audit and service-history records;
• publicly available business information and public business contact details;
• website and dashboard technical information such as IP address, browser type, device type, security events and pages viewed where collected by the hosting or security systems.

Zero Friction does not require customers to provide highly sensitive personal information unless it is genuinely necessary for the service and the Customer is authorised to provide it.

3. How We Collect Personal Information

Zero Friction may collect personal information:

• directly from an individual or from an authorised representative of the Customer;
• through signup, onboarding, the dashboard, the Content Vault, email, support and payment processes;
• from online platforms when the Customer authorises a connection;
• from service providers that support payments, hosting, storage, security, email or service delivery; and
• from public business sources such as business websites, online directories, Google Business Profiles and social media pages.

Some public business information may identify an individual, particularly where the business is operated by a sole trader or a small team. Where the Privacy Act requires notice of indirect collection, Zero Friction will take reasonable steps to notify the individual unless an exception applies or the individual has already been made aware.

4. Why We Collect and Use Personal Information

Zero Friction may collect and use personal information to:

• create, verify and administer customer accounts;
• complete onboarding and connect authorised platform accounts;
• receive, catalogue, process, approve, schedule and publish Customer Content;
• create and maintain Business Profiles and customer service records;
• manage subscriptions, payments, account status and billing communications;
• provide dashboard tasks, service notices, support and customer communication;
• maintain security, investigate failures, prevent misuse and keep audit records;
• meet legal, tax, accounting, dispute and regulatory obligations;
• improve the reliability and operation of Zero Friction systems; and
• send business communications or marketing messages where legally permitted.

Zero Friction will not use personal information for an unrelated purpose unless the individual authorises that use or the use is permitted or required by law.

5. Customer Content and Public-Source Information

Customer-provided material is the primary source used to deliver the service. Public-source information is secondary evidence and does not override Customer Content.

Customer Content and public-source information may contain personal information. Zero Friction uses that information only where it is relevant to the Customer service, lawful to use and supported by available evidence.

Zero Friction does not make things up. It will not invent or imply personal facts, business activity, claims, events, offers, projects, testimonials or achievements that have not been supplied or evidenced.

Customers are responsible for ensuring they have authority to provide personal information and content to Zero Friction for processing and publication.

6. AI and Automated Processing

Zero Friction may use artificial intelligence and automated systems to assist with information gathering, organisation, content creation, editing, formatting, review, scheduling, publishing, support and workflow control.

Only information reasonably necessary for the relevant task should be provided to an AI or automated system. AI-assisted output remains subject to Zero Friction evidence, review and publication controls.

AI and automated processing do not change the Customer's ownership of Customer Content or Zero Friction's obligations under this Policy.

7. Platform Access and Credentials

Customers retain ownership and control of their online accounts. Zero Friction uses official platform authorisation and permission systems where available. Customers are not required to give Zero Friction their platform passwords.

Zero Friction may hold platform account identifiers, permission records, verification status and access tokens needed to provide the service. Access is limited to the permissions required for the selected service.

When the service ends, Zero Friction will remove or disable its platform access as part of the account closure process, subject to the relevant platform's technical controls.

8. Who We May Share Personal Information With

Zero Friction may disclose personal information only where reasonably necessary to operate or provide the service, including to:

1. website, dashboard, database, storage, backup, email, security, payment and communication providers;
2. AI and automated processing providers used for authorised service tasks;
3. the online platforms selected by the Customer for publication or account connection;
4. contractors or service providers that require access to perform an authorised task and are subject to appropriate confidentiality and security obligations;
5. professional advisers, insurers, auditors or dispute-resolution providers where required; and
6. courts, regulators, law-enforcement agencies or other authorities where disclosure is required or permitted by law.

Zero Friction does not sell or rent personal information.

9. Overseas Processing and Disclosure

Some service providers and online platforms used by Zero Friction may store or process information outside New Zealand.

Where personal information is disclosed to an overseas recipient, Zero Friction will take the steps required by New Zealand privacy law, including checking for comparable privacy safeguards or obtaining authorisation where required.

Information published to an international online platform may be stored, copied or accessed in countries where that platform operates and will also be subject to the platform's own terms and privacy policy.

10. Payments

Customer payments are processed through an external payment provider. Zero Friction may receive the Customer's billing name, billing address, transaction amount, payment status, payment reference and limited payment-method information.

Zero Friction does not intend to store full payment-card numbers or card security codes in its own systems.

11. Storage and Security

Zero Friction must take reasonable safeguards against loss, misuse, unauthorised access, alteration and disclosure of personal information.

Safeguards may include access controls, secure credential management, restricted permissions, authentication controls, backups, activity records, system monitoring and secure deletion processes.

Access to personal information is limited to the systems, service providers and authorised roles that require it for a defined business purpose.

No online system is completely secure. Customers must protect their own account access and notify Zero Friction promptly if they suspect unauthorised access or a security problem.

12. Retention and Deletion

Zero Friction keeps personal information only for as long as it is reasonably needed for the purpose for which it was collected or as required by law.

When information is no longer required, Zero Friction will securely delete it, anonymise it or place it beyond ordinary use. Some information may remain temporarily in backups or system logs until normal deletion cycles are completed.

After cancellation or termination, Zero Friction may retain financial, transaction, security, audit and dispute records for the period required by law or reasonably needed to protect legal rights. Customer Content and platform access information will not be retained longer than needed for service closure, lawful record keeping or an unresolved issue.

A deletion request may be refused or limited where retention is required by law, needed for a current dispute or necessary to protect the rights of Zero Friction or another person.

13. Access and Correction Rights

An individual may ask Zero Friction to confirm whether it holds personal information about them and may request access to that information. An individual may also ask Zero Friction to correct information they believe is inaccurate or incomplete.

Requests must be sent to the Privacy Officer at dash@zerofriction.online. Zero Friction may ask for proof of identity or authority before releasing or changing information.

Zero Friction will respond as soon as reasonably practicable and no later than 20 working days after receiving the request unless the Privacy Act permits an extension, transfer or refusal.

Where Zero Friction does not agree to a requested correction, the individual may ask for a statement of correction to be attached to the information.

14. Service and Marketing Communications

Zero Friction may send account, onboarding, billing, security, platform, publication and service notices by email or through the dashboard. These communications are part of providing the service.

Zero Friction may send lawful business marketing communications to customers or public business contacts.

Marketing messages will include a way to unsubscribe where required. Unsubscribing from marketing does not stop essential service or account communications.

15. Website Cookies and Similar Technologies

The Zero Friction website and dashboard may use essential cookies or similar technologies for security, account login, session management and site operation.

Analytics or advertising technologies will be used only where they are enabled and disclosed through the website.

Where consent is required, the website will provide an appropriate choice before non-essential technologies are used.

Browser settings may allow users to block or delete cookies, but doing so may affect website or dashboard functions.

16. Privacy Breaches

Zero Friction will investigate suspected loss, unauthorised access, use or disclosure of personal information and take reasonable steps to contain and correct the breach.

Where a privacy breach has caused or is likely to cause serious harm, Zero Friction will notify the Office of the Privacy Commissioner and affected individuals as soon as practicable, unless an exception under the Privacy Act applies.

17. Privacy Officer and Complaints

The Director of ZERO FRICTION LIMITED acts as the Privacy Officer unless another Privacy Officer is appointed.

Privacy questions, requests or complaints should be sent to dash@zerofriction.online. The notice should describe the issue and the outcome sought.

Zero Friction will review the matter and respond within a reasonable time. If the matter is not resolved, an individual may contact the Office of the Privacy Commissioner at privacy.org.nz.

18. Changes to This Policy

Zero Friction may update this Policy when its services, systems, providers or legal obligations change.

The current version will be published on the Zero Friction website with the date it was last updated. Where a material change affects existing customers, Zero Friction will provide notice by email, dashboard notice or another reasonable method before or when the change takes effect.

19. General

This Policy forms part of the Zero Friction customer agreement together with the Terms of Service and the Customer's selected service plan.

If any part of this Policy is found to be invalid or unenforceable, the remaining parts continue in effect.

End of Privacy Policy