Privacy Policy

This Privacy Policy outlines how Faultless Cars Limited ("Faultless Cars NZ," "we," "our," or "us") protects your personal information, your rights concerning your personal data, and how we collect, store, use, and disclose your information.

We comply with the New Zealand Privacy Act 2020 and other relevant privacy laws, regulations, and codes ("Privacy Law").

This Privacy Policy applies to the personal information of individuals who are current or former customers, as well as other individuals we may interact with in the course of our business, including guarantors, directors, and shareholders.

This Privacy Policy may be updated from time to time, and we encourage you to review it periodically to stay informed of any changes.

What Personal Information Do We Collect?

Personal information refers to any information about an identifiable individual. The types of personal information we may collect include, but are not limited to:

Contact and identification details: Name, address, email, phone number, date of birth, and gender.
Driver’s license and identification: To verify your identity and eligibility to rent a vehicle.
Payment and financial details: Billing address, payment details, credit and/or debit card details or information necessary to process transactions.
Vehicle rental history: Details of your rental transactions, including the vehicles rented, rental periods, and locations.
Insurance and accident details: Information related to incidents involving our vehicles, including accident reports and insurance claims.
Correspondence: Any communications between you and us, including emails, complaints, or inquiries.
Other lawful information: Any other details legally required to be collected under relevant Privacy Law.

In some cases, we may collect sensitive information, such as medical details in relation to an insurance claim or accident. We only collect this information where permitted by law and with your consent.

How Do We Collect Your Personal Information?

We primarily collect personal information directly from you when you:

Make a booking or inquiry via our website, phone, email, or in person.
Submit applications and other forms related to vehicle rental services.
Contact us for customer service, support, or complaints.
Participate in promotions, surveys, or research.
Interact with us on social media platforms.
Provide feedback or reviews.

We may also collect information from third-party sources, including:

Publicly available databases.
Insurance providers in the event of an accident.
Law enforcement or regulatory agencies.
Traffic and tolling authorities.
Your employer, if renting on behalf of a business.
Credit reporting agencies (if applicable).

If we collect your personal information from other sources, we will take reasonable steps to ensure you are aware of this.

How Do We Use Your Personal Information?

We use your personal information for purposes necessary to provide our services, including:

Processing vehicle rental bookings and managing your rental experience.
Verifying identity and eligibility to rent a vehicle.
Processing payments, invoices, and refunds.
Assessing and processing claims, disputes, or damages.
Communicating important updates, changes, or promotional offers.
Meeting legal, regulatory, and insurance requirements.
Enforcing rental agreements and pursuing unpaid debts.
Conducting customer service improvements, market research, and business development activities.

You are not obligated to provide your personal information, but failure to do so may prevent us from providing our services and renting vehicles to you.

Disclosure of Personal Information

We may disclose your personal information to:

Service providers: IT, payment processing, customer service, marketing, and operational support providers.
Legal and regulatory authorities: Including law enforcement, government agencies, or as required by law.
Insurance and claims partners: Insurers, adjusters, and accident management companies.
Financial institutions: Banks and credit providers for payment processing.
Debt collection agencies and/or legal advisors: If there are outstanding amounts owed to us or we require information to pursue legal claims that we have the right to pursue.
Third parties involved in business transactions with us: Such as mergers, acquisitions, or business restructuring.

We take reasonable steps to ensure that third parties handle your information securely and in accordance with privacy obligations.

Direct Marketing

We may use your personal information to provide you with updates on our services, special offers, or promotions that may interest you. If you do not wish to receive such communications, you can opt out at any time by following the unsubscribe instructions in our messages or contacting us directly.

Security of Your Personal Information

We take reasonable precautions to protect your personal information from loss, misuse, unauthorized access, disclosure, or destruction. Our security measures include:

Secure storage and access controls for physical and electronic records.
Encryption and firewalls to protect data transmissions.
Restricting access to personal information to authorized personnel only.

We will retain your personal information for 7 years to fulfill the purposes outlined in this policy or as required by law. When no longer needed, we will securely destroy or de-identify your information.

Accessing and Correcting Your Personal Information

You have the right to access the personal information we hold about you and request corrections if it is inaccurate, incomplete, or outdated.

To request access or correction:

Provide proof of identity to ensure the privacy of all individuals.
Be specific about the information you require.
We may charge a reasonable administration fee to provide access.

If we refuse your request, we will provide written reasons and inform you of how you can challenge our decision.

Complaints & Disputes

If you have a concern about how we handle your personal information, you can contact our customer service team using the details below. We take privacy complaints seriously and will investigate them promptly and fairly.

If you are dissatisfied with our response, you may escalate your complaint to the New Zealand Privacy Commissioner.

Contact Us

For privacy-related inquiries, requests, or complaints, please contact our customer service team:

Email: info@faultlesscars.co.nz

Address: 37 Brent Grieg Lane, Burbush, Hamilton 3200

Phone: 0800 387 607

Changes To This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website, and continued use of our services after updates constitutes acceptance of the revised policy.

Effective Date: 18 May 2025

0800 387 607