Privacy Policy

1. Information We Collect

We collect information you provide directly to us, including your name, address, email address, phone number, and payment information when you sign up for our services.

If you take part in our referral programme we also collect your email address, your name, and the New Zealand bank account name and number we pay your reward into. You do not have to be a customer to refer someone, so this may be the only information we hold about you. We keep the account number to make the payment and to answer questions about it later. We never show it back to you in full, and it does not appear in our staff tools.

2. How We Use Your Information

We use the information we collect to provide, maintain, and improve our services, process transactions, send you technical notices and support messages, and respond to your comments and questions.

3. Information Sharing

We do not sell or trade your personal information. We share it with the companies listed below, which we need to run the service, with Meta for advertising, and where the law requires it. Section 5 covers what goes to Meta.

For a referral reward, your name and bank account number go to our payments provider, who move the money, and to the bank that holds the account. We may also ask our payments provider to confirm the account details you gave us before we send anything.

The companies we use handle your information for us, and only to do the job listed. They:

• order, connect, and look after your fibre line, including the local fibre company that runs it
• take payments and pay referral rewards
• host our website, servers, and system logs, and check signups for bots and fraud
• send our emails, texts, and verification codes
• provide the AI we use to help answer support messages, check changes to your connection before we make them, and find and fix faults

Some of them are overseas, so your information may be held outside New Zealand under another country's law.

4. Data Security

We implement appropriate security measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction.

5. Cookies and Advertising

We keep you signed in, and remember where you were up to in signup, using your browser's own storage rather than cookies. Clearing your browsing data signs you out.

We set one cookie of our own, um_vid. It's a random ID that tells us your browser has been here before. Against it we record the page you landed on, the ad or website that sent you (the website's name only), whether you're on a phone or a computer, and whether you checked an address, started signing up, or paid. Not which address, and not your IP address. It stays with us and isn't shared with anyone.

The cookie lasts 13 months from your last visit. We delete what it recorded once you haven't visited for 13 months.

We also use Meta's advertising tools, the Meta Pixel and the Conversions API, to work out which ads bring people to um.nz and to target more advertising. Meta runs Facebook and Instagram and is based in the United States, so this information goes overseas and is held under United States law.

Meta sets two cookies in your browser, _fbp and _fbc. Meta receives the pages you visit on um.nz, that you checked an address, that you started or completed a payment, how much you paid, your IP address, and your browser's user agent.

When you pay, we also send Meta a hashed version of your email address and phone number, so it can match the payment to an ad click. Hashing scrambles the value, and it is still information about you: it is sent precisely because Meta can match it to the same person on their side. We do not send Meta your name, your bank details, or the address you searched for.

While you have a connection with us, we also send the platforms we advertise on a hashed version of your email address and phone number, so our ads aren't shown to people who are already customers. We take it back out when your last connection ends.

You can stop the browser part by blocking the connect.facebook.net domain or using a content blocker. That stops the cookies and the page tracking.

It does not stop the payment event. That one is sent from our servers, not your browser, so a blocker cannot prevent it, though it will carry less about you.

Your Meta account settings control how Meta uses any of this for ad personalisation. None of it affects your connection, your balance, or anything else about your account with us.

6. Your Rights

You have the right to access, correct, or delete your personal information. You may also request a copy of the data we hold about you. Contact us to exercise these rights.

You can delete your account yourself on your account page or in the Um app. Your internet goes off and you can't sign in again. We keep the records of your account, payments, and service that we need for tax, billing, and the law.

7. Data Retention

We retain your personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy, unless a longer retention period is required by law.

If you start signing up and don't finish, we keep the details you entered for 90 days, then delete them. If you ticked the box for news and offers, we send you one email with a link to finish. It has a link to stop us emailing you again. If you didn't tick it, we don't email you.

8. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page with an updated date.

9. Contact Us

If you have any questions about this Privacy Policy, please contact us at help@um.nz