Privacy Policy

Last updated: September 2026

Your Privacy Matters to Us

Kea Direct Limited ("Kea Direct", "we", "us", or "our") respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, hold, use, disclose and protect personal information when you access or use the Kea Direct website, mobile application and related services (together, the Platform).

This Privacy Policy should be read alongside our Platform Terms and Conditions. Capitalised terms used in this Privacy Policy, including Platform, Lister, Mover and Job, have the meanings given to them in the Platform Terms and Conditions unless otherwise stated.

Your Privacy Rights

Kea Direct is committed to complying with the New Zealand Privacy Act 2020.

Any personal information we collect will be collected, held, used, disclosed and retained in accordance with this Privacy Policy and applicable New Zealand law.

Acceptance of this Privacy Policy

By providing personal information to us, whether through the Platform or by any other means, you acknowledge and agree that we may collect, use, disclose, store and retain that information in accordance with this Privacy Policy.

If you do not agree with this Privacy Policy, you should not access or use the Platform.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

If we make significant changes, we will take reasonable steps to notify you through the Platform, by email, or through another appropriate method.

The most current version will always be available on the Platform and will take effect from the date it is published.

Information We Collect

If You Are a Lister

We may collect:

• username, full name, email address, physical address, phone number and age;
• whether you use the Platform as an individual or business;
• payment-related information, including transaction values, payment methods and service fees;
• ratings, reviews, feedback, dispute information and communications relating to your use of the Platform;
• information relating to Jobs you create, including item descriptions, pick-up locations, delivery locations, pricing, dates, times and instructions; and
• information about how you access and use the Platform.

If You Are a Mover

We may collect:

• username, full name, email address, physical address, phone number and age;
• whether you use the Platform as an individual or business;
• driver licence information and other identification used for verification purposes;
• photographs submitted for identity verification;
• vehicle details and registration information;
• insurance information where provided;
• ratings, reviews, feedback, dispute information and communications relating to your use of the Platform;
• GPS location information associated with Job collection and delivery;
• information relating to Jobs accepted or completed through the Platform; and
• information about how you access and use the Platform.

GPS Location Information

The Platform may record GPS location information relating to Job pick-up and delivery events for verification, safety and dispute-resolution purposes.

This information may be available to the Lister and Mover involved in the relevant Job.

Location information may also be collected while you are actively using the Platform to browse or match with Jobs. Kea Direct does not currently collect location information while the application is running in the background.

Disabling location services may affect Platform functionality.

How We Collect Information

Information You Provide Directly

We collect information when you:

• register an account;
• create, request, accept or complete a Job;
• submit reviews, ratings, feedback or other content;
• upload documents or information for verification;
• contact us through the Platform, email, social media, telephone or other channels; or
• otherwise provide information directly to us.

Information We Collect From Third Parties

We may collect personal information from third-party service providers that support the Platform, including:

• payment processors;
• identity verification providers;
• analytics providers;
• mapping and geolocation providers;
• communications providers;
• fraud prevention and security providers;
• customer support providers;
• AI-assisted service providers;
• marketing and advertising providers; and
• cloud hosting, technology and infrastructure providers.

This may include:

• identity verification information and results;
• transaction and payment status information;
• device and technical information;
• usage and analytics information;
• fraud and security risk information;
• location and mapping information; and
• customer support interactions.

We collect this information to:

• verify identities;
• facilitate payments and payouts;
• improve Platform performance and user experience;
• provide customer support;
• maintain Platform functionality and security;
• detect, prevent and investigate fraud, misuse and security incidents;
• improve our services; and
• comply with legal obligations.

Where required by law, we will take reasonable steps to notify you when personal information is collected indirectly.

Information Sent By Your Device

When you use the Platform, we may automatically collect information including:

• IP address;
• browser information;
• device identifiers;
• operating system information;
• access dates and times;
• referral URLs;
• usage information; and
• location information where enabled.

If You Choose Not to Provide Information

You are not required to provide personal information.

However, if you do not provide information reasonably required for the Platform, you may be unable to:

• create an account;
• verify your identity;
• accept or complete Jobs;
• make or receive payments; or
• access certain Platform features.

How We Use Personal Information

We may use personal information to:

• provide, operate and manage the Platform;
• facilitate Jobs and payments;
• verify user identity;
• communicate with users;
• provide customer support;
• improve Platform performance and functionality;
• personalise user experiences;
• prevent fraud, misuse and prohibited activity;
• resolve disputes and complaints;
• conduct analytics and market research;
• enforce our legal rights and Platform Terms and Conditions;
• comply with legal and regulatory obligations;
• send service-related communications; and
• market Kea Direct where permitted by law.

We may also use personal information for any directly related purpose authorised by you or otherwise permitted by law.

Marketing Communications

We may send marketing communications relating to Kea Direct and the Platform where permitted by law.

You may opt out of marketing communications at any time by:

• using the unsubscribe link included in marketing communications;
• updating your communication preferences within your account (where available); or
• contacting us directly.

We will process opt-out requests within the timeframe required by law.

Opting out of marketing communications will not prevent us from sending important service-related messages, including messages relating to your account, payments, Jobs, security, safety or legal obligations.

How We Share Information

Information Visible on the Platform

Your username, ratings, reviews, feedback history and content you publish may be visible to other Platform users and, in some circumstances, the general public.

Please avoid publishing personal information that you do not wish others to see.

Information Shared Between Users

When a Job is accepted, we may share information reasonably necessary for completion of that Job, including:

• names and usernames;
• phone numbers;
• email addresses;
• pick-up and delivery details;
• GPS verification information; and
• other relevant Job information.

Once information has been disclosed to another user, Kea Direct cannot control how that user handles the information.

Information Shared With Others

We may disclose personal information to:

• service providers supporting Platform operations;
• payment and identity verification providers;
• customer support and communications providers;
• analytics, security and fraud prevention providers;
• professional advisers, including lawyers, insurers and accountants;
• regulators, government agencies and law enforcement bodies where required or permitted;
• parties authorised by you; and
• other third parties where permitted by applicable law.

Payments

Kea Direct does not directly collect or store complete payment card details.

Payments are processed by third-party payment service providers, including Stripe, whose own terms and privacy policies apply.

Kea Direct may receive information relating to transactions, including:

• payment status;
• payout status;
• refund status;
• payment method type;
• transaction values and fees; and
• information required to investigate failed, fraudulent or disputed transactions.

Kea Direct does not directly hold, receive or process Platform funds.

Your Information Rights

You may request access to personal information we hold about you.

You may also request correction of information you believe is inaccurate, incomplete or out of date.

We may require reasonable proof of identity before responding to requests.

If we decline a correction request, you may request that a statement of correction be attached to the relevant information.

How Long We Keep Information

We retain personal information only for as long as reasonably necessary to:

• operate the Platform;
• meet legal obligations;
• resolve disputes;
• prevent fraud and misuse;
• enforce our rights; and
• maintain appropriate business records.

When information is no longer required, we will take reasonable steps to securely delete, destroy or anonymise it.

Security

We take reasonable technical, administrative and organisational measures to protect personal information from loss, misuse, unauthorised access, modification and disclosure.

No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

Cookies and Tracking Technologies

Website Cookies

We use cookies and similar technologies to:

• remember preferences;
• improve website functionality;
• understand website usage;
• conduct business and marketing analysis; and
• improve user experience.

This may include the use of analytics tools such as Google Analytics and similar technologies.

Mobile Application Technologies

The Platform may use technologies such as:

• software development kits (SDKs);
• device identifiers;
• session tokens;
• analytics tools; and
• local storage technologies.

These technologies help us provide services, improve functionality, personalise experiences, maintain security and understand how the Platform is used.

Third-Party Websites

The Platform may contain links to third-party websites, services or promotional content.

These third-party websites operate under their own privacy policies and practices. Kea Direct is not responsible for the privacy practices or content of third-party websites.

Contact Us

Kea Direct Limited
14 Harrow Street
Dunedin 9016
New Zealand

Email: care@keadirect.app

If you have a question, concern, complaint, access request or correction request relating to your personal information, please contact us.

If you are not satisfied with our response, you may have the right to lodge a complaint with the Office of the Privacy Commissioner.