Privacy Policy

Effective date: 1^st September 2026

1. Who we are

Master Floor Refinishing NZ Ltd, NZBN 9429031171854, trading as Mr. Sandless New Zealand (“Mr. Sandless”, “we”, “us” or “our”), respects your privacy. This Privacy Policy explains how we collect, use, disclose, store and protect personal information in connection with www.mrsandless.co.nz, quote requests, enquiries, marketing and services arranged through our New Zealand Master Franchisee or participating franchisee network.

2. Scope

This policy applies when you visit our website, submit a quote or contact form, communicate with us, engage with a participating Mr. Sandless franchisee, provide a review or testimonial, or otherwise interact with Mr. Sandless New Zealand. It does not govern a third-party website merely because we link to it.

3. Personal information we collect

Depending on how you interact with us, we may collect:

• your name, email address, telephone number and postal or service address;
• quote and project information, including your postcode, rooms, flooring type, measurements, preferred timing, notes, photographs and other details you provide;
• communications, feedback, reviews, complaints and records of our interactions with you;
• service and transaction information provided by you or a participating franchisee, including appointment and project status, payment or invoice information;
• marketing preferences and consent records;
• technical information such as IP address, device and browser details, approximate location, referring pages, pages viewed and website interactions.
• Please do not provide sensitive personal information unless it is reasonably necessary for your enquiry or service and we have asked you to provide it.

4. How we collect personal information

We generally collect personal information directly from you through website forms, email, telephone, text message, social media, reviews and service interactions.

We may also collect information indirectly from a participating franchisee, a person making an enquiry on your behalf or a referral partner. When required by the Privacy Act 2020, we will take reasonable steps to tell you about the source and circumstances of an indirect collection.

If you do not provide information marked as required, we may be unable to respond, prepare a quote, identify the appropriate local franchisee or arrange the requested service.

5. Website analytics, cookies and tracking

Our website uses cookies and similar technologies to operate the site, understand website usage, measure marketing performance and improve our services. We currently use Google Analytics, Google Tag Manager and Google Ads. These tools may collect technical and usage information and set their own cookies.

You can manage cookies through your browser settings and, where available, our cookie controls. Blocking some cookies may affect website functionality.

6. How we use personal information

We may use personal information to:

• respond to enquiries and quote requests;
• identify and refer you to the appropriate participating local franchisee;
• arrange, provide and support flooring services;
• communicate about appointments, quotes, service progress, invoicing, reviews and complaints;
• operate, secure, analyse and improve our website, systems, services and franchise network;
• measure advertising and website performance;
• send marketing communications where permitted and manage preferences;
• comply with legal obligations, resolve disputes and protect our rights, customers and systems.

7. Local franchisees

To respond to your enquiry or arrange service, we may disclose your contact and project information to the participating Mr. Sandless franchisee responsible for your area.

Participating franchisees are independently owned and operated businesses. Once a franchisee receives your information, it may handle it for quoting, scheduling, service delivery and customer support. All participating franchisees are contractually required to operate their business in strict compliance with the applicable laws of New Zealand.

8. Other disclosures and service providers

We may disclose personal information when reasonably necessary to:

• website hosting, email, form, CRM, cloud storage, analytics, advertising, IT support and professional service providers;
• participating franchisees as described above;
• a purchaser or successor in connection with a proposed or completed sale or re-organisation, subject to appropriate safeguards;
• law enforcement, regulators, courts or other parties where required or permitted by law; and
• the necessity to prevent or lessen a serious threat to public health or public safety or the life or health of the individual concerned or another individual.

We do not sell personal information.

9. Overseas storage and disclosure

Some service providers or systems may store or process personal information outside New Zealand, including in the United States, Philippines and Canada. Before disclosing personal information overseas, we take reasonable steps required by Information Privacy Principle 12 to ensure appropriate safeguards or another lawful basis applies.

10. Marketing communications

If you have asked to receive updates, or where otherwise permitted by law, we may send relevant news, offers or service information. You can unsubscribe using the link in an email or by contacting us. Necessary service messages may still be sent.

11. Reviews, testimonials and project images

We will obtain appropriate permission before publishing an identifiable testimonial, name, photograph or project image supplied directly to us for promotional use. Reviews posted on third-party platforms are also subject to that platform’s terms and privacy practices.

12. Retention

We keep personal information only for as long as required for the purpose for which it was collected, or as required or permitted by law. Our usual retention period is 1 year for quote leads, 7 years for customer records, 5 years for analytics and complaints.

When information is no longer required, we take reasonable steps to delete it or make it anonymous.

13. Security

We take reasonable administrative, technical and physical safeguards to protect personal information against loss, unauthorised access, use, modification, disclosure and other misuse.

No internet transmission or storage system can be guaranteed completely secure.

14. Privacy breaches

If a privacy breach occurs, we will assess and respond promptly. Where a breach has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and affected individuals as required by the Privacy Act 2020, unless an exception applies.

15. Access, correction and deletion requests

You may ask us to provide access to personal information we hold about you or to correct it. We will respond in accordance with the Privacy Act 2020 and may need to verify your identity. If we do not make a requested correction, you may ask us to attach a statement of correction.

You may also ask us to delete information. We will consider the request, although we may need or be permitted to retain information for lawful business, dispute-resolution, security or legal reasons.

16. Questions and complaints

Contact our Privacy Officer:

• Privacy Officer: Barrie Walker, Director
• Legal entity: Master Floor Refinishing NZ Ltd
• Email: nz@mrsandless.co.nz
• Postal address: 15 Surrey Street, Hawera 4610

You may also complain to the Office of the Privacy Commissioner. Information is available at privacy.org.nz.

17. Changes to this policy

We may update this policy to reflect changes to our practices, systems or legal obligations. The current version will be posted with its effective date. If a change is material, we will take reasonable steps to bring it to your attention where appropriate.