nzbiketrails privacy policy

This privacy policy outlines how nzbiketrails Limited collects, uses, stores and shares personal information that you provide to us. The information collected from you is held in accordance with the Privacy Act 2020 and its 13 Information Privacy Principles.

You agree that any information you provide to nzbiketrails is correct. We may not be able to provide a service to you if your information is incorrect or you do not provide us with the information we require. It is important that you contact us and update your details or any information you have provided if they are incorrect.

Collection of information

nzbiketrails will collect any personal information directly from you unless it is unreasonable or impracticable to do so. When we collect it, we will tell you why we need it and who will receive it. We only collect the information we need. We may collect information from you when:

  • you use our website:

    • to sign up for bike hire and shuttle experiences;

    • to explore and purchase products and services, complete surveys or participate in customer promotions;

  • you contact us via:

    • our webchat, phone or email address;

    • any of our social media channels;

  • you communicate with us or our authorised agents in any way.

If we receive personal information about you from someone else, for example a tourism partner or the person who made a group booking, we will let you know where the Privacy Act requires it.

nzbiketrails collects personal information from you for the following purposes:

  • to provide you with the products and services;

  • to validate your identity;

  • to collect payment and funds owing;

  • to inform you of any products or services which we consider may be of interest to you;

  • to develop or improve our products and/or services;

  • to conduct market research;

  • to perform our responsibilities in accordance with statute, or industry rules and regulations;

  • to meet our commitments to our customers on the provided services and deliver against the terms and conditions of our services.

For the avoidance of doubt nzbiketrails Limited does not hold any complete credit card details on our systems used in our booking process. These details are securely tokenised by our payment providers and banks, in line with strict industry regulations applicable to these companies, to be used in line with your permissions and our terms and conditions.

Use of AI tools

We use AI tools to help us look after you. These include our website chat and after-hours phone service (Chaty). Its guest-facing assistant, Rose, introduces herself as a digital assistant. Rose answers enquiries and manages bookings within clear limits set by our founder. Anything outside those limits is passed to a member of our team.

  • We keep summaries of chats with Rose so we can complete your booking and check the quality of our service. We do not keep recordings of calls.

  • Your personal information is not stored within the AI models these tools use. Customer booking information is stored in Rezdy, our booking system.

  • We use your personal information in these tools only to deliver the service you have asked for.

  • You can always ask to speak to a person.

  • We take reasonable steps to make sure the suppliers of these tools protect your information.

You can read more in our Artificial Intelligence (AI) Policy.

Disclosure of information

nzbiketrails will not disclose, sell, distribute or share your personal information except in accordance with the Privacy Act 2020 or where you have provided authorisation for disclosure. Your personal information may be made available internally and to:

  • web usage analytics agencies (including Google Analytics) to understand how our website is being used and provide you with a personalised experience;

  • insights agencies for conducting market research or contacting you;

  • tourism partners to ensure that we pay any commissions due to them;

  • suppliers of the booking, payment, communication and AI tools we use to deliver our services.

Overseas disclosure

Some of the suppliers we use may store or process information outside New Zealand. We will only send your personal information overseas where the Privacy Act 2020 allows it (Information Privacy Principle 12). For example, where the recipient is required to protect it in a way that, overall, provides comparable safeguards to those in New Zealand, or where you have authorised it after we have told you it may not be protected in the same way.

Security of information

nzbiketrails Limited will take all reasonable steps to ensure that the personal information collected by us from our website or from any communication or interaction with us or our agents is stored in a secured environment and protected from loss and from unauthorised access, use, change or disclosure. Where your information is stored or processed by authorised third parties, we will take all reasonable steps to ensure that it is securely handled. Customer booking information is stored in Rezdy, our booking system, and is not stored within AI models. Card details are not stored in Rezdy; they are held by our payment providers, Stripe or Airwallex, on their PCI-compliant systems. We keep booking records as part of our business records.

If a privacy breach happens that has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and the people affected as soon as practicable.

Our website may contain hyperlinks to other websites that are not managed or controlled by us. This Privacy Policy does not cover the use of such websites. You should review the privacy statements of those websites to understand how your information is collected, stored and used.

Access to and correction of your information

You may request to view the personal information we hold about you, or ask us to correct it, by emailing smiles@nzbiketrails.co.nz. We will respond as soon as practicable, and within 20 working days.

This information will be limited to the details that you have provided to us to complete your booking. We keep booking records as part of our business records, so that we can complete your experience, financially report against it and communicate with you where you have given us the permission to do so.

Complaints

If you have a concern about how we have handled your personal information, please contact us at smiles@nzbiketrails.co.nz and we will work with you to put it right. If you are not satisfied with our response, you can make a complaint to the Office of the Privacy Commissioner (privacy.org.nz).

Changes to our Privacy Policy

nzbiketrails reserves the right, at our discretion, to update this Privacy Policy at any time. Changes to the Privacy Policy will be published on our website and will be effective from the date of publication.

This privacy policy has been effective from 22 October 2026. It replaces the version effective from 1 December 2022.