Terms & Conditions and Privacy Policy

Happy Helper Website Terms and Conditions

Moving, cleaning, quoting and booking services | New Zealand

1. About these Terms

These Terms and Conditions ("Terms") apply when you use the Happy Helper website, request a quote, make a booking, create an account, or purchase moving, cleaning or related services from us. "Happy Helper", "we", "us" and "our" mean the legal entity identified above. "You" means the person or organisation using the website or purchasing services.

By submitting a booking or accepting a quote, you confirm that you have read and accepted these Terms. A booking becomes binding when we confirm it in writing, accept any required deposit, or begin providing the services — whichever occurs first. Your confirmed quote, booking summary and any written special conditions form part of the agreement. If there is an inconsistency, the written special conditions prevail, followed by the confirmed quote, then these Terms.

2. Eligibility and authority

You must be at least 18 years old and legally able to enter into a contract. If you book for another person, a landlord, tenant, company or other organisation, you confirm that you are authorised to do so and to provide the relevant personal information and property-access instructions.

3. Our services

We may provide household or commercial moving, packing, loading, transport, unloading, cleaning, storage coordination, disposal assistance, labour-only services, and related services described in your quote. The exact scope, date, addresses, crew size, vehicle allocation and inclusions are those stated in the confirmed booking.

We may use appropriately qualified employees, contractors or subcontractors. We remain responsible for our obligations to consumers to the extent required by law.

4. Quotes and pricing

4.1 Information used

Quotes are based on the information available when we prepare them, including your item inventory and estimated cubic volume, photos or video, pickup and delivery addresses, Google Maps or similar travel estimates, access conditions, stairs, lifts, walking distance, parking, crew requirements, packing needs and requested services.

4.2 Your duty to provide accurate information

You must provide complete and accurate information. Tell us before the service date about additional or unusually heavy items, safes, pianos, appliances, fragile or high-value goods, dismantling requirements, restricted access, stairs, long carries, parking restrictions, building rules and timing constraints.

4.3 When a price may change

Unless your confirmation expressly states that a price is fixed without qualification, we may reasonably adjust the price where the actual job differs materially from the information supplied, you request additional work, access is materially different, waiting time is caused by matters outside our control, or undisclosed items require extra people, vehicles, equipment or trips. We will explain the reason and, where reasonably practicable, obtain your approval before additional work proceeds.

A fixed quote covers only the inventory, services, assumptions and conditions identified in that quote. Taxes and third-party charges are included only where stated. Website calculator results are indicative until confirmed by us.

5. Bookings, deposits and payment

Any deposit requirement, due date and accepted payment method will be stated during booking. Unless stated otherwise, a deposit is applied toward the final price.

You must pay invoices by the stated due date. We may pause or decline further work where an amount is overdue, except where doing so would breach applicable law.

You are responsible for authorised parking, toll, ferry, disposal and other third-party charges disclosed in the quote or reasonably incurred to perform the requested service.

If a payment fails or is reversed, you remain responsible for the amount lawfully owing and reasonable recovery costs, subject to applicable law.

6. Changes, cancellations and rescheduling

Requests to change, cancel or reschedule a booking must be made in writing as soon as possible. Any cancellation or rescheduling charge shown during booking will apply only to the extent it is lawful and is a reasonable reflection of the loss or costs caused by the change, such as reserved crew time, vehicle allocation or non-refundable third-party expenses.

Cancellations less than 24 hours in advance may incur a fee. Nothing in this clause limits rights you may have where we cancel, fail to provide services with reasonable care and skill, or otherwise breach a statutory guarantee.

We may reschedule or cancel where reasonably necessary because of unsafe conditions, severe weather, vehicle failure, staff illness, road closures, emergencies, non-payment, misleading booking information or other circumstances beyond our reasonable control. We will communicate promptly and offer an appropriate remedy where required by law.

7. Your responsibilities on service day

• Ensure an authorised adult is available at pickup and delivery unless we agree otherwise in writing.
• Provide safe, lawful and timely access, including keys, lift bookings, parking permits and building approvals.
• Keep children and animals safely away from work areas and moving vehicles.
• Disconnect, drain, defrost and prepare appliances unless we have agreed to do this.
• Back up electronic data and remove cash, jewellery, passports, medicines, keys, irreplaceable documents and other personal valuables.
• Identify fragile, high-value, hazardous, unusually heavy or structurally weak items before work begins.
• Check the vehicle and premises at completion and promptly identify any missing item or visible damage.

8. Items we may refuse

Unless expressly agreed in writing, we do not transport illegal goods, firearms or ammunition, explosives, fuels, gas cylinders, corrosive or flammable substances, live plants restricted by law, animals, perishable or temperature-sensitive goods, cash, jewellery, controlled drugs, or goods that cannot safely be handled with the booked crew and equipment. Firearms, gun safes and other regulated items require lawful ownership, safe preparation and prior written approval. We may stop work if an item or site creates an unreasonable health, safety, legal or property risk.

9. Packing, dismantling and installation

Where you pack goods, you are responsible for using suitable containers, cushioning and sealing. We are not responsible for loss or damage caused by inadequate customer packing, inherent defects, ordinary wear, pre-existing damage, or failure to follow preparation instructions, except to the extent we caused or contributed to the loss or applicable law provides otherwise.

Assembly, dismantling, wall mounting, plumbing, electrical connection and specialist installation are included only if stated in the booking. We may decline work requiring a licensed tradesperson or specialist equipment.

10. Access, delays and completion times

Arrival and completion times are estimates unless expressly guaranteed in writing. Traffic, weather, access restrictions, earlier jobs and other events can cause delays. Additional waiting or labour charges may apply where delay is caused by inaccurate information, unavailable access, building restrictions or other matters within your control, provided those charges are disclosed or reasonably calculated.

11. Cleaning services

You must identify priority areas, delicate surfaces, known defects, mould, biohazards, pests, hazardous substances and any manufacturer-specific care requirements. A standard clean does not guarantee removal of permanent stains, damage, mould, scale, discolouration or conditions requiring specialist treatment. End-of-tenancy outcomes remain subject to the property's condition and the lawful expectations of the landlord or property manager; we do not guarantee return of a bond unless a written bond-back guarantee is expressly included.

12. Loss, damage and claims

We will perform services with reasonable care and skill. Please report loss, damage or service concerns as soon as reasonably possible — preferably within 48 hours of completion — and provide photos, purchase information and any other reasonable evidence. Early notice helps us investigate, but it does not remove any non-excludable rights you have under New Zealand law.

We may inspect an item or property before agreeing on repair, replacement or compensation. You must take reasonable steps to prevent further loss. We are not liable for pre-existing damage, inherent vice, ordinary wear, customer packing failures or indirect consequences that we did not cause, subject always to applicable law.

13. Consumer and business customers

Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

If you acquire services in trade, both parties agree that the Consumer Guarantees Act 1993 does not apply and that sections 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 are contracted out of only to the extent permitted by law, in writing, and where it is fair and reasonable. This business-use clause does not apply to ordinary consumer bookings.

14. Liability

To the maximum extent permitted by law, neither party is liable to the other for indirect, consequential or special loss that was not reasonably foreseeable when the contract was made. For a customer acquiring services in trade, our aggregate liability arising from a booking is limited to the greater of the amount paid or payable for that booking and any amount recoverable under our applicable insurance, except where liability cannot lawfully be limited or results from fraud, wilful misconduct or gross negligence.

You are responsible for loss we reasonably suffer because you breach these Terms, provide materially false information, lack authority to request the service, or supply illegal or unsafe items, but only to the extent you caused or contributed to that loss.

15. Insurance

Any insurance or limited carrier-risk cover is provided only if expressly stated in your booking or a separate policy. You should check your home, contents, vehicle or business insurance and arrange additional cover where appropriate. Nothing in this clause limits liability that cannot lawfully be excluded.

16. Website and account use

You must not misuse the website, attempt unauthorised access, interfere with security, upload malicious code, scrape the service at scale, impersonate another person, or use the website for unlawful purposes. You are responsible for keeping account credentials secure and for promptly notifying us of suspected unauthorised use.

We may update, suspend or withdraw website features, but this does not affect confirmed service obligations or statutory rights. Google Maps, payment providers and other third-party services have their own terms and may occasionally be unavailable or inaccurate.

17. Intellectual property and customer content

The website, branding, text, software, graphics and quote methodology are owned by or licensed to Happy Helper and may not be copied or commercially exploited without permission. You retain ownership of photos, inventory information and other content you submit, but grant us a limited licence to use it to provide, administer, improve and document the requested services. We will not use identifiable customer photos for public marketing without permission.

18. Reviews and feedback

If you submit a review or testimonial, you confirm it reflects your genuine experience and does not unlawfully infringe another person's rights. With your permission, we may publish it with the name or identifier you approve. You may withdraw consent for future promotional use by contacting us, although material already lawfully printed or distributed may not be immediately recoverable.

19. Complaints and disputes

Please contact us first so we can investigate and try to resolve the issue. Nothing prevents either party from using the Disputes Tribunal, courts, the Commerce Commission, the Office of the Privacy Commissioner or another lawful dispute process. These Terms are governed by New Zealand law, and New Zealand courts have non-exclusive jurisdiction.

20. Changes to these Terms

We may update these Terms by publishing a revised version and effective date. The version accepted at the time of a confirmed booking generally governs that booking, unless a change is required by law or both parties agree otherwise.

Effective 20 July 2026

Happy Helper Privacy Policy

How we collect, use, store and share personal information

1. Purpose and scope

This Privacy Policy explains how Happy Helper collects, holds, uses and discloses personal information when you visit our website, request a quote, make a booking, communicate with us, or receive moving, cleaning or related services. We handle personal information in accordance with the New Zealand Privacy Act 2020, including the information privacy principles.

2. Information we may collect

• Identity and contact details, such as your name, phone number, email address, billing details and account information.
• Service and location information, including pickup and delivery addresses, access instructions, dates, Google Maps travel estimates, parking information and the location of our crew or vehicle where tracking is enabled for your booking.
• Property and inventory information, including room and item lists, estimated volumes, photos, videos, condition notes, cleaning requirements and information about fragile, valuable or unusually heavy items.
• Transaction information, including quotes, bookings, invoices, refunds and limited payment information. Full card details are generally processed by our payment provider rather than stored by us.
• Communications, including emails, calls, texts, chat messages, complaints, feedback and survey responses. We will notify you where a call is recorded.
• Technical information, including IP address, browser and device type, cookie identifiers, pages viewed, referring pages, timestamps and security logs.
• Information needed for safety, accessibility or service adjustments that you choose to provide. Please provide only what is reasonably necessary.
• Business-customer information, including organisation name, role, authority and relevant billing or site-contact details.

3. How we collect information

We usually collect information directly from you through the website, quote tools, booking forms, phone, email, text, surveys and service delivery. We may also receive information from a person booking on your behalf, a landlord or property manager, referral partner, publicly available source, payment provider, analytics provider or mapping service.

Where we collect personal information about you from another source, we will take reasonable steps to notify you as required by Information Privacy Principle 3A, including telling you that the information was collected, why it was collected, who will receive it, whether it is required, and your rights of access and correction. Exceptions may apply where the law permits.

4. Why we use personal information

• Prepare and verify quotes and calculate travel, capacity, labour and service requirements.
• Confirm, schedule, provide and manage bookings, including contacting you about access, delays or changes.
• Process payments, invoices, refunds and debt recovery.
• Verify authority, prevent fraud, protect people and property, and meet health and safety obligations.
• Respond to enquiries, complaints, insurance matters and legal claims.
• Maintain accounts, service records, quality assurance and staff training.
• Improve our services, inventory assumptions, quote tools, website and customer experience using appropriately aggregated or de-identified information where practicable.
• Send operational messages and, where permitted, marketing that may interest you.
• Meet tax, accounting, employment, insurance, regulatory and other legal obligations.
• Establish, exercise or defend legal rights.

5. Information you must provide

You may choose not to provide personal information, but we may be unable to prepare an accurate quote, confirm a booking, process payment, safely access the premises or provide some services. Mandatory fields should be clearly identified when information is collected.

6. Who we may share information with

We may disclose personal information only where permitted by law and reasonably necessary for the purpose it was collected or a directly related purpose, including to:

• employees, contractors, drivers, cleaners and subcontractors who need it to perform the booking;
• payment processors, accounting systems, customer-management, communications, website hosting, cloud storage, analytics, mapping and scheduling providers;
• insurers, brokers, assessors, professional advisers and debt-recovery providers;
• landlords, property managers, building managers or other authorised contacts where needed for access or service coordination;
• Police, regulators, courts or other authorities where required or permitted by law, or where reasonably necessary to address a serious threat or suspected unlawful activity;
• a purchaser or adviser involved in a proposed business sale, restructure or financing, subject to appropriate confidentiality safeguards.

With your separate, express and informed consent, we may disclose or transfer specified personal information to businesses under common ownership or control with Happy Helper and to selected third-party business partners, including real estate agencies, for their own service referrals, customer insights, business development or direct marketing. We may receive payment, referral fees or another commercial benefit from such an arrangement. Before you consent, we will clearly identify or describe the intended recipients, the categories of information to be shared, the purposes of sharing and the types of marketing contact involved.

We will not sell or disclose personal information to an unrelated third party for that party's own marketing merely because you accepted this Privacy Policy. Any permission to do so must be obtained separately through a clear, unticked opt-in and must not be a condition of receiving Happy Helper's core moving or cleaning services unless the disclosure is genuinely necessary for that service. You may withdraw permission for future sharing or marketing at any time. Withdrawal will not reverse disclosures already lawfully made, but we will stop future sharing and explain how you can contact the recipient about information it already holds. We do not disclose identifiable customer photos for public marketing without specific permission.

7. Overseas service providers

Some technology providers may store or process information outside New Zealand. Before disclosing personal information overseas, we will take reasonable steps required by Information Privacy Principle 12 — for example, using a provider subject to comparable privacy safeguards, contractual protections, or obtaining express authorisation after explaining the implications. Overseas laws may differ from New Zealand law.

8. Payments

Payments may be processed by an independent payment provider. The provider may collect card or bank information under its own privacy policy. We generally receive transaction status, amount, payment method and a limited account or card reference rather than complete card details. Do not send full card details through ordinary email or website chat.

9. Cookies and analytics

We may use necessary cookies for security, bookings and account functions, and optional analytics or advertising technologies to understand website use and improve marketing. Where a consent tool is displayed, you can use it to manage non-essential cookies. You can also adjust browser settings, although blocking necessary cookies may affect website functions.

10. Marketing communications

We may send marketing where you have consented or where otherwise permitted by the Unsolicited Electronic Messages Act 2007. Commercial electronic messages will identify the sender and provide a functional unsubscribe method. You can unsubscribe at any time. We may still send non-marketing messages needed to administer a quote, booking, payment, safety issue or legal obligation.

11. Security

We use reasonable administrative, technical and physical safeguards appropriate to the information and risks involved. These may include role-based access, authentication, secure service providers, staff confidentiality requirements, backups, monitoring and secure disposal. No internet or storage system is completely secure, so we cannot promise absolute security.

If a privacy breach causes or is likely to cause serious harm, we will notify the Office of the Privacy Commissioner and affected people as soon as practicable, as required by law.

12. Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including service delivery, complaints, insurance, accounting, tax, fraud prevention and legal obligations. Retention periods vary by record type. When information is no longer required, we will take reasonable steps to securely delete it or de-identify it. Backups may retain information for a limited period before routine deletion or overwrite.

13. Accuracy, access and correction

You may ask whether we hold personal information about you, request access to it, or ask us to correct it. Contact the Privacy Officer using the details above and provide enough information for us to verify your identity and locate the record. We will respond in accordance with the Privacy Act 2020. If we do not make a requested correction, you may ask us to attach a statement of correction to the information. Legal grounds may allow or require us to withhold some information.

14. Location and tracking information

If live vehicle tracking or location updates are offered, we use that information to coordinate the booking, provide arrival updates, improve safety and investigate service issues. Customer-facing tracking links must not be shared publicly. Tracking is not intended to provide continuous surveillance of individual workers and is retained only as reasonably necessary for operational, safety or dispute purposes.

15. Children and information about others

Our services are intended for adults. Do not provide personal information about another person unless you are authorised to do so and the information is relevant to the booking. If you provide access instructions or contact details for another person, please tell them that Happy Helper may contact them and direct them to this Policy where practicable.

16. Automated quote tools

Our quote tools may calculate indicative price, volume, travel or staffing outputs using the information you enter and mapping or scheduling data. These outputs assist booking decisions but may be reviewed by staff and may change if the information is incomplete or actual conditions differ. Contact us if you believe an automated output is incorrect or you need a manual review.

17. Privacy complaints

Please contact our Privacy Officer first. Explain what happened and the outcome you want. We will acknowledge and investigate the concern within a reasonable time. If you are not satisfied, you may complain to the Office of the Privacy Commissioner at www.privacy.org.nz.

18. Changes to this Policy

We may update this Policy to reflect changes to our services, technology or legal obligations. We will publish the revised version with a new effective date and provide additional notice where a change is material and the law requires it.

Reference legislation and guidance

• Privacy Act 2020 and privacy principles: privacy.org.nz/privacy-principles
• Consumer Guarantees Act guidance: consumerprotection.govt.nz
• Fair Trading Act guidance: consumerprotection.govt.nz

Effective 20 July 2026