Privacy policy

Last updated: 2 October 2026

MoveSmart Mobility Equipment operates this store and website, including all related information, content, features, tools, products and services, to provide you with a curated shopping experience (the “Services”). MoveSmart Mobility Equipment is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy explains how we collect, use, and disclose your personal information when you visit, use, or purchase from us. If anything here conflicts with our Terms of Service, this Privacy Policy applies in relation to personal information.

By using our Services, you agree to the practices described in this Privacy Policy.

Plain-English Summary:
We collect some personal information so we can run our store and provide services to you. This policy explains what we collect, how we use it, who we share it with, and your rights under New Zealand law.

Personal Information We Collect

We may collect the following:

  • Contact details – name, address, phone, email.
  • Financial details – payment card information, account numbers.
  • Account info – username, password, preferences.
  • Transaction info – products viewed, purchased, returned, etc.
  • Communications – emails or messages you send us.
  • Device info – browser, IP address, device identifiers.
  • Usage info – how you use and interact with the site.

Plain-English Summary:
We collect things like your name, contact details, payment info, and how you use our site. This helps us process your orders, communicate with you, and improve our services.

Sources of Personal Information

We collect information:

  • Directly from you (e.g. when you create an account or place an order).
  • Automatically (through cookies, device info).
  • From service providers (e.g. payment processors, shipping).
  • From partners or third parties.

Plain-English Summary:
We get your information mainly from you, but also through your device, trusted service providers, or partners we work with.

How We Use Your Information

We may use personal information to:

  • Provide services – process payments, deliver products, handle returns, manage your account.
  • Improve and personalise – recommend products, tailor the shopping experience.
  • Marketing – send promotions (if you’ve agreed) or show ads relevant to your shopping.
  • Security – detect fraud, protect accounts, keep transactions safe.
  • Customer support – answer questions, resolve issues.
  • Legal compliance – meet legal obligations or respond to lawful requests.

Plain-English Summary:
We use your information to deliver your orders, improve our store, keep things secure, and (if you’ve agreed) send you marketing.

How We Share Information

We may share personal information with:

  • Shopify (our platform provider).
  • Service providers – e.g. couriers, payment processors, IT support.
  • Marketing partners – where you have agreed to receive marketing.
  • Affiliates – within our business group.
  • Legal or safety reasons – if required by law or to protect rights and safety.

Plain-English Summary:
We share your details only when needed – for example, with Shopify, couriers, or payment processors. We may also share info if legally required.

Relationship with Shopify

Our store is hosted by Shopify. Shopify may collect and process data about how you interact with our store and other Shopify-powered stores. They may store data outside of New Zealand.

You can read more here: Shopify Privacy Policy

Plain-English Summary:
Shopify powers our store. They also process some of your data, and some of it may be stored overseas.

Third-Party Links

We may link to other websites. We are not responsible for how those sites handle privacy.

Plain-English Summary:
If you leave our site, check that website’s own privacy policy – we don’t control it.

Children’s Data

Our Services are not designed for children. We don’t knowingly collect data from anyone under 18 in New Zealand.

Plain-English Summary:
We don’t knowingly collect information from kids. If you’re a parent and think we have, let us know and we’ll delete it.

AI Chat Assistant

When available, MoveSmart's optional AI assistant can help you find products, collections, store information and advice articles. You are chatting with AI, not a person. Answers can contain mistakes and are practical information, not medical advice or an assessment of your individual suitability for equipment. You can choose not to use chat and instead message, call or visit MoveSmart. Please use that page if you need a person or want to report an incorrect or unsatisfactory answer.

Information collected and how it is used

We save the questions you send, the assistant's replies and their timestamps. We also process random browser and conversation identifiers, product-link click counts, service errors, response timing, and AI token and estimated-cost records. This helps us answer questions, maintain conversation context, review answer quality, diagnose problems, prevent abuse and manage service costs. Authorised MoveSmart personnel may review saved chats for these purposes. The assistant does not subscribe you to marketing or send your conversation to our contact inbox automatically.

Please do not enter payment-card details, passwords, identification documents, personal health information or other unnecessary sensitive information. Chat text is not automatically stripped of such details before processing. The assistant does not access your customer account, order history or payment records, and does not place orders or take payments. If you type personal information into a message, however, it becomes part of that chat and may be processed as described here.

Service providers and overseas processing

  • OpenAI generates AI replies. Your messages, relevant recent conversation history and supporting store information are sent to OpenAI. We request that responses are not saved as retrievable response records through its API. This does not prevent OpenAI's separate safety and abuse-monitoring retention. OpenAI states that API data is not used to train its models by default; standard abuse-monitoring records may contain prompts and replies and are normally held for up to 30 days, with longer retention possible for legal or safety reasons. See OpenAI's API data controls.
  • Fly.io hosts the assistant and its database. Our assistant server is hosted in Sydney, Australia. Hosting and recovery systems process stored chats and technical connection information.
  • Shopify supplies product, collection, page, article and policy information. Relevant search terms or questions may be sent to Shopify; policy and FAQ searches may also appear in Shopify's Knowledge Base query log. Those provider-held records are separate from the assistant's saved conversations. See Shopify's Privacy Policy.
  • Resend sends operational alerts to MoveSmart about service availability and spending safeguards. These alerts contain operational status, not customer chat transcripts, health details or visitor identifiers. A message you separately send through our contact page or by email is handled under the other sections of this policy.

These providers and their supporting systems may process information outside New Zealand, not only in the assistant server's hosting region. The international-transfer and security provisions in this policy also apply to chat. The assistant's cleanup does not itself erase records held independently by these providers.

Browser storage and safeguards

Chat uses browser storage for a random browser tag and the current conversation's private access details. The browser tag helps enforce fair-use limits; it is not a login or proof of identity. It remains in your browser until you clear the site's data. Conversation access details are held in tab-scoped session storage. Our assistant processes your network address for abuse prevention and uses keyed identifiers, rather than raw addresses, in its own quota records. Hosting providers may maintain separate connection records.

Chat may be limited or paused because of abuse, repeated unrelated requests, fair-use limits, spending safeguards or service failures. You can still browse the store and contact MoveSmart without using AI chat.

Chat retention, backups and your choices

For the live chat service, we normally remove saved conversations after 30 days without activity and remove detailed assistant usage logs after 30 days. Cleanup runs on a schedule: a daily usage file must be wholly past the cutoff, and active processing, a backlog or a cleanup failure can delay removal. A continuing conversation may therefore be retained for longer than 30 days from its first message.

We retain minimal usage and financial totals separately to account for costs. Necessary security, operational, legal and dispute records may have different retention periods. Recovery copies may continue to contain removed chat information for their short rolling retention period, normally up to seven further days; provider-held records have their own retention rules. Removal from the active database is not a promise of immediate erasure from every backup or provider system.

Start new chat resets your chat view; it does not delete saved messages or reset fair-use limits. Clearing browser storage can also remove your local access details without deleting the stored conversation. To request access to, correction of, or deletion of your chat information where applicable, email contact@movesmart.nz. Please provide the approximate date and enough non-sensitive context to help us locate the chat; do not email private chat-access tokens. We may need to verify your identity and discuss what can be located or removed. Your rights and complaint options under this policy continue to apply.

Plain-English Summary:
Chat is optional AI help, not a human or medical consultation. We save messages and use OpenAI, Shopify and hosting providers to answer them. Avoid sharing sensitive information. Inactive live chats normally expire after 30 days, but backups and providers can retain records for longer. Starting a new chat does not erase the previous one; contact us about privacy or human help.

Security and Retention

We take steps to keep your information secure but cannot guarantee perfect security.
We keep information only as long as needed – to run your account, meet legal obligations, or resolve disputes.

Plain-English Summary:
We protect your data, but no system is 100% secure. We only hold it as long as we need to.

Your Rights (NZ Privacy Act 2020)

You have rights under NZ law, including to:

  • Access your personal information.
  • Correct information that’s wrong.
  • Delete information where applicable.
  • Restrict or opt-out of marketing.
  • Complain if you’re unhappy with how we’ve handled your data.

You can exercise these rights by contacting us (see details below).

Plain-English Summary:
You can ask to see, change, or delete your info, or stop marketing emails. If you’re not happy, you can complain to us or to the Privacy Commissioner.

Complaints

If you are unhappy with how we’ve handled your data, please contact us first. You also have the right to complain to the New Zealand Privacy Commissioner: https://www.privacy.org.nz

Plain-English Summary:
If you’re unhappy, let us know. You can also go to the Privacy Commissioner.

International Transfers

Your data may be transferred overseas, including to countries without the same privacy protections as New Zealand. When this happens, we take steps to ensure safeguards are in place (e.g. contracts).

Plain-English Summary:
Some of your data may be stored overseas. We take steps to keep it protected.

Changes to This Privacy Policy

We may update this policy from time to time. The “Last updated” date will change. If changes are significant, we’ll notify you.

Plain-English Summary:
We may update this policy. Check back now and then – we’ll flag important changes.

Contact

If you have questions about this Privacy Policy or want to exercise your rights, contact us:

MoveSmart Mobility Equipment
Millennium Technology Sales and Service Limited
25 Mānuka Street, Tauhara, Taupō, 3378, New Zealand
Email: contact@movesmart.nz