Privacy Policy

Last Updated Aug 2026:

1. Introduction

This privacy policy applies to the Premium Clean Group (“Premium Clean”, “we”, “us”, “our”), in operation in New Zealand, comprising:

Multiwork Enterprises Limited, which operates our central booking system, and our customer service and call centre function;
PremiumClean Franchise Limited (“Franchisor”), which manages our network of franchise partners under franchise agreements and retains ownership of the customer relationship for billing and account management; and
Individual franchise partners, independently owned businesses that operate under franchise agreements with the Franchisor and deliver cleaning services within specific territories.

At Premium Clean, we are committed to protecting the privacy of the personal information we collect about any person and to ensuring our compliance with the New Zealand Privacy Act 2020 (the “Privacy Act”). This privacy statement describes why and how we collect and use personal data and provides information on individuals’ rights. This policy covers personal information handled across our residential cleaning services (house, move-out, carpet, upholstery and related home services), our commercial cleaning services (offices, facilities, and other business clients), and our franchise network.

In order to conduct normal business operations, Premium Clean will collect personal information to provide our products and services safely and effectively, to operate our business, to hire, train and manage our staff and in the recruitment of franchise partners.

Notwithstanding the means of collection, processing, use, disclosure and retention periods for each purpose, this policy forms the overarching policy and guidelines of personal information collected. We aim to be transparent with you about why and how we collect and use your personal data.

Premium Clean reserves the right to amend this privacy policy at any time. Amendments will be posted on our website and will be deemed effective once posted.

Exclusions

This policy relates to Premium Clean’s collection and handling of personal information that is covered by the Privacy Act. It is not intended to cover categories of personal information that are not covered by the Privacy Act unless otherwise specified.

2. Nature of Information Collected

Premium Clean will collect, store and use personal information from customers, suppliers, franchise partners, contractors and other individuals. We collect and hold this information when it is necessary for business purposes. The information we collect differs depending on whether you are a residential or a commercial customer, as set out below.

Residential Customers:

Personal contact details such as name, title, addresses, telephone numbers, and email addresses.
Booking and service information – services booked, scheduling and property access instructions, service history, and any notes relevant to delivering the job.
Information about other individuals connected to a booking – for example where you are not the person who made the booking, but your details are provided to us by a household member, tenant, landlord or similar, or where a claim or dispute involves you as a third party. See the disclosure limits set out below.

Commercial customers:

Business contact details – names, roles, direct phone numbers, and email addresses of the individuals we deal with at a client business (for example, a facilities manager or procurement contact).
Site access information – entry codes, alarm codes, key holder details, and after-hours contact details needed to deliver the service, which we treat with the same protections as any other personal information.
Names of client staff or building occupants that our teams may incidentally encounter or record in the course of delivering a service (for example, in an incident report).
Where a commercial client has its own services agreement with us, that agreement may include additional confidentiality or data-handling terms specific to that contract, which apply in addition to this policy.

All customers:

Payment information – processed via our payment providers; we do not store full card details ourselves.
Communications – calls, emails, and messages, including complaints, claims, or enquiries.
Technical/website information collected automatically via cookies – see the Cookies and Website Technology section below.
Government related identifiers (i.e. IRD numbers), photographic proof of identity, and other personal information you voluntarily provide to us, where relevant to a particular matter.

3. Sensitive Information

Premium Clean does not generally seek to collect sensitive personal information (such as health information). Where you voluntarily provide us with sensitive information – for example, health or access information relevant to safely delivering a service at your property – we will only collect and use it with your consent and for that purpose.

4. Collection of Personal Information

Premium Clean will collect most information directly from you unless it is unreasonable or impractical to do so, or unless expressly authorised by you, and by dealing with Premium Clean you agree that we may collect, store, use and disclose your personal information for the purposes and in the manner outlined in this privacy policy. Bookings and enquiries are typically received centrally by Multiwork Enterprises Limited’s our call centre and booking system, whether by phone, email, or the website, and information is also collected via surveys and forms completed by you, when you place an order for our products and services, face to face meetings, email messages, telephone conversations or digital forms completed via our website.

If you choose not to provide personal information that we request, we may not be able to provide some or all of our products or services to you or be able to respond and assist in the manner required. We also may not be able to provide you with information about products and services that you may want or otherwise interact with you in the way we would otherwise have liked.

Because Premium Clean operates as a franchise network, more than one part of the Group may hold your information at different stages of your booking or contract. The Franchisor allocates each job to the individual franchise partner operating in your area to deliver the service; your franchise partner receives only the information needed to carry out that booking. Commercial contracts are typically managed at Head Office level, with day-to-day servicing delivered by a franchise partner, meaning both may hold relevant business contact information for the life of the contract. If a matter needs to be escalated such as a complaint, an insurance claim, or a dispute, it may be handled by the call centre, the franchise partner, Head Office commercial account management, or a combination, depending on the nature of the issue. The same disclosure rules set out below apply across the whole Group, not just at the point where information was first collected.

5. How Premium Clean uses the Personal Information

Premium Clean will only use your personal information when the law allows us to. Most commonly, we will use your personal information in the following circumstances:

To perform our obligations under a contractual relationship with you; or
To comply with a legal obligation; or
Where collection is reasonably necessary for a lawful business purpose and does not unreasonably intrude on your privacy, such as reviewing the quality of the products and services we provide to you.

Specifically, Premium Clean may also use your personal information in the following situations:

Where we need to protect your interests (or someone else’s interests),
When providing our products and services to you,
Where it is needed in the public interest or for official purposes, and as directed by current legislation,
Where we are required to make investigative enquiries,
When dealing with requests, enquiries or complaints and other customer care related activities,
To assess our capability to provide our products and services,
To review and improve our products, services, standards, and procedures,
To determine performance requirements,
For education, training, and development requirements,
To comply with current health and safety obligations,
For business management and planning, including audit purposes,
In connection with monitoring, testing and maintenance of computer and other IT systems and networks,
For general administrative and business purposes (including credit checks),
With your consent, for direct marketing including promotions, newsletters and competitions and to carry out analysis of market activity, market research and surveys – you can opt out at any time (see ‘Direct marketing’ below).
To administer commercial service contracts, including site access and account management,
In connection with the change of ownership of any part of our business involving you as a customer, employee, supplier, contractor or franchise partner (as the case may be). Your personal information may be transferred to the new owner so that the business can continue operations,
For any other purpose which is stated to you at the time of collection or that you otherwise authorise.

We only use personal information for the purpose it was collected for, or a directly related purpose, unless you have consented to something further or the law requires or permits otherwise.

6. Disclosure of Personal Information

Premium Clean will share your personal information with third parties where required by law, where it is necessary to administer the working relationship with you, or where we have another legitimate reason in doing so (including for any of those purposes outlined above). Some of your information may be shared with:

Relevant members of our staff and contractors, who need to know this information in order to provide our products and services. In this case, only directly relevant information will be shared with certain staff members as appropriate for them to fulfil their obligations to you and to Premium Clean.
The franchise partner delivering your service. The franchise partner assigned to your booking or contract – a separate legal business operating under a franchise agreement with the Franchisor – receives the information needed to schedule, access the property for, and deliver the service. Each franchise partner is contractually required to handle that information in line with this policy and the Privacy Act.
Our service providers, e.g. payment service providers, IT and hosting providers (including our helpdesk and email systems), marketing and promotion companies, training and training certification agencies, and web analytics services – limited to what they need to perform their function.
Professional advisers, for example, law firms, as necessary to establish, exercise or defend our legal rights and obtain advice in connection with the running of our business. Personal data may be shared with these advisers as necessary in connection with the products and services they have been engaged to provide.
Parties and agencies involved in data protection and/or crime prevention, detection, investigation and/or prosecution.
Any other recipient which is notified to you at the time of collection or that you otherwise authorise.
Other parties (including for example government agencies) in accordance with our legal obligations under relevant legislation.

We may also share non-personal, de-identified and aggregated information for research or promotional purposes. Except as set out in this policy, we do not sell to or trade personal information with third parties.

Third parties connected to a booking or a claim – only with the individual’s own consent:

Bookings, insurance claims, and tenancy or property disputes sometimes involve more than one person – for example, a tenant, a property owner, an insurer, or family members corresponding on someone’s behalf. Commercial contracts can similarly involve more than one contact at a client business.

We will not disclose an individual’s personal information – including their name, email address, phone number, or their association with a booking, contract, or claim – to another party (including an insurer, claimant, property owner, another customer, or a different contact at a client business) without that individual’s own consent.

This applies regardless of who else has authorised the disclosure. Consent given by the person who made the booking, a family member, a colleague, or any other party does not authorise us to disclose a different, named individual’s personal information to a third party – consent must come from the individual whose information it is.

Where we need to make someone aware that an enquiry or claim involves them, we will contact that person directly and separately, not by adding them to a shared thread with the enquirer, claimant, or insurer. If you tell us not to include you in further correspondence with a specific party, we will act on that immediately.

Overseas disclosure:

Some of our service providers (for example, our helpdesk and email/office systems) store or process information outside New Zealand. Where this occurs, we take reasonable steps to ensure the information receives comparable protection to that required under the Privacy Act, consistent with Information Privacy Principle 12.

7. Retention of Personal Information and Data

All personal information collected by Premium Clean will be stored securely either electronically and/or physically. We may use a variety of security techniques, including encryption and authentication, to help with protection of your personal information and to maintain the availability, security and integrity of your personal information.

All paper-based documents are held in secure filing systems at Premium Clean’s Head Office as appropriate and are directly accessible only by a small number of key personnel who have the appropriate authorisation to access the documents, including access limited to staff and franchise partners who need it to do their job.

Electronic storage of personal data is retained in secure, password protected and where necessary, encrypted software platforms and products. This is accessible by key personnel who require access explicitly for the purpose to perform their roles in relation to providing Premium Clean’s services. No method of storage or transmission is completely secure, and we cannot guarantee absolute security, including for information sent by email.

Premium Clean retains personal information and data processed for as long as is required for the purpose for which it was collected, and in accordance with the current legislative requirements. In some instances, personal information may be held for longer periods where extended retention periods are required by law or regulation and as necessary in order to defend our legal rights.

At the conclusion of the retention period, your personal information will be destroyed via the following methods:

Paper based, via a confidential and secure destruction service,
Electronically held data – will be deleted or anonymised as applicable and all third parties will be notified to do the same as appropriate.

8. Storage of information in cloud systems

Premium Clean may store personal information within services provided by offshore cloud service providers (CSP’s) including in connection with our website, booking system and call centre platform. Premium Clean will make every endeavour to ensure that all CSP providers meet the Privacy Act requirements and all other New Zealand legislative requirements that Premium Clean is obliged to adhere to, consistent with the overseas disclosure principles set out above.

9. Transfer of Information outside of NZ

See ‘Overseas disclosure’ above. We will notify you if circumstances change regarding overseas disclosure and will comply with the Privacy Act.

10. Cookies and Website Technology

Our website may use cookies to keep track of your session and booking progress, remember preferences, support security and fraud prevention, and help us understand site usage. You can control or disable cookies through your browser; disabling them may affect some functionality. We do not use cookies to collect personal information without your permission.

11. Privacy on our Web Sites and Applications

This policy also applies to any personal information we collect via our websites and any Premium Clean applications, including mobile applications.

12. Direct marketing

We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent using various methods including mail, SMS, and email, in accordance with applicable marketing laws, such as the Unsolicited Electronic Messages Act 2007. You consent to us sending you those direct marketing communications by any of those methods. In addition, at any time you may opt-out of receiving marketing communications from us by contacting us (see the details below) or by using opt-out facilities provided in the marketing communications and we will then ensure that your name is removed from our mailing list.

We do not provide your personal information to other organisations for the purposes of direct marketing.

13. Right to Access Personal Information

Premium Clean will provide access to personal information upon request by you (or your representative) once identity has been satisfactorily confirmed, except in limited circumstances in which it is permitted under the Privacy Act for us to withhold this information (for instance, any of those reasons specified in sections 49-53 of the Privacy Act). We will respond within the timeframes required by the Act and explain if we’re unable to action a request and why.

If at any time you wish to enquire about the personal information we hold about you, you may contact Premium Clean Privacy Officer at support@premiumclean.co.nz.

14. Corrections and Concerns

If we provide you access to personal information that we hold about you, then you may also,

Request a correction of the personal information that we hold about you. This enables you (and assists us to ensure) that the personal information we hold about you is always accurate, current, complete and not misleading. If we inform you that we will not make the correction sought, then you have the right to make a complaint to the Office of the Privacy Commissioner in respect of that refusal.
Provide us with a Statement of Correction for us to attach to the personal information we hold about you, if we do not correct the personal information you have requested us to.

If you would like to exercise any of the above rights, please contact the Premium Clean Privacy Officer at support@premiumclean.co.nz.

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes.

15. Right to Complain

If any part of the Premium Clean Group becomes aware of any ongoing concerns or problems concerning our privacy practices, we will take these issues seriously and work to address these concerns – whether the information was handled by our call centre, our website, a franchise partner, or in relation to a commercial contract. To complain, email support@premiumclean.co.nz marked for the attention of our Privacy Officer, or write to our Head Office (see ‘Contact us’ below). We acknowledge complaints within 2 business days, investigate (including confirming what information was involved, who it was disclosed to, when, and which part of the Group was responsible), and aim to provide a substantive written response within 20 business days. If you are not satisfied with our handling of your concern, or don’t receive a response within a reasonable time, you may make a complaint to the Office of the Privacy Commissioner: https://privacy.org.nz/your-rights/making-a-complaint/ or phone 0800 803 909.

16. Privacy Breach

If we become aware of a privacy breach, we will take the following actions:

Take all reasonable steps to immediately contain the breach, utilising contracted 3rd parties specialising in privacy/data breaches and/or key personnel with the appropriate expertise (including for example our appointed Privacy Officer).
Assess the seriousness, the cause, the extent, and the possible harm resulting from the breach.
If we reasonably believe that the privacy breach has caused or is likely to cause serious harm to affected parties under Part 5 of the Privacy Act (after taking into account any mandatory considerations imposed by the Privacy Act), we will notify the affected parties, the Privacy Commissioner and any third party required for notification and/or follow up (for instance, Premium Clean’s insurers, governmental agency(ies) and other agencies connected with data protection or crime detection, investigation, prevention or prosecution) as soon as practicable after becoming aware of that notifiable privacy breach (unless we are not required to do so pursuant to any permitted exception specified under the Privacy Act).
Review our processes and update our policies and prevention plans, as necessary.

17. Governance and Accountability

A Privacy Officer (currently the General Manager, pending appointment of a dedicated role) is accountable for privacy complaints, breach assessment, and this policy.

Franchise partners are contractually accountable to the Franchisor for handling personal information in line with this policy and the Privacy Act, as part of their franchise agreement obligations.

This policy is reviewed at least annually, or sooner following any notifiable privacy breach, a change in the Privacy Act, or a material change to how the Group operates.

18. Franchise Partners and This Policy

Every franchise partner operating under the Premium Clean name is required, under their franchise agreement with the Franchisor, to handle personal information consistently with this policy and the Privacy Act, including the disclosure limits described above. If you believe a franchise partner has not done so, you can complain using the process set out under ‘Right to Complain’ – you do not need to raise it with the franchise partner directly, and doing so will not affect how your complaint is handled.

19. Links to Other Websites

Our services may link to third-party websites. This policy does not apply to those websites; we encourage you to review their own privacy policies.

20. Changes to This Policy

We may update this policy from time to time to reflect changes in our practices or the law, as noted under ‘Introduction’ above. We encourage you to review it periodically.

Contact us

Contact: Privacy Officer

Address: Suite 3, 37 Wilkinson Road, Ellerslie, Auckland 1060

Email: support@premiumclean.co.nz

Phone: 0800 786 780

If you’re not satisfied with our response, you may contact the Office of the Privacy Commissioner at www.privacy.org.nz or 0800 803 909.