Privacy Policy

Who we are

In this Privacy Policy, “Jetkrate”, “we”, “our” and “us” means Jetkrate Limited, a New Zealand company, together with its authorised agents and service providers where relevant.

Jetkrate Limited is the parent company and main contracting entity for Jetkrate services. Jetkrate Australia Pty Ltd, Jetkrate United Kingdom Ltd and Jetkrate United States LLC may act as sales and operational agents of Jetkrate Limited for local payment processing, supplier arrangements, facilities, courier accounts, service support or related operational purposes.

Jetkrate Limited

76E Stoddard Road

Mount Roskill

Auckland 1041

New Zealand

For privacy questions, please contact Jetkrate through the Contact Jetkrate page. You may also email support@jetkrate.com with “Privacy request” in the subject line.

Personal information we collect

The personal information we collect depends on how you use Jetkrate. It may include:

• your name, email address, phone number and contact details
• your account details, customer number, login records and account preferences
• delivery addresses, warehouse addresses, sender details and recipient details
• parcel and shipment details, including tracking numbers, item descriptions, declared values, weights, dimensions, invoices, receipts and customs information
• information needed for package forwarding, consolidation, repacking, parcel photography, shopping concierge or courier booking
• billing details, payment status, transaction references and limited payment-related information provided by payment providers
• identity, ownership, proof-of-address, proof-of-purchase or verification information where required for account security, fraud prevention, customs compliance or disputed parcels
• support messages, fraud reports, attachments, complaints and other correspondence with Jetkrate
• website and technical information, such as IP address, browser type, device information, pages visited, cookies, log data and analytics information
• marketing preferences and communication history

Payment card, bank, wallet or cryptocurrency payment details are generally handled by approved payment providers. Jetkrate may receive payment confirmations, payment references, settlement information and limited billing information, but we do not need full card numbers to provide most services.

Jetkrate may use different approved payment providers from time to time.

How we collect information

We may collect personal information:

• directly from you when you create an account, submit a form, make a booking, request support, upload documents, pay for services or contact us
• from parcels, labels, invoices, receipts, declarations, retailers, senders, recipients, couriers, warehouse partners and logistics providers
• from payment providers, fraud prevention providers, technology providers and customer support tools
• from third parties who submit fraud reports, ownership disputes, legal requests or other information relating to a Jetkrate account, address or shipment
• automatically through the website, account platform, cookies, analytics tools, security tools and server logs

If someone else provides personal information to Jetkrate about you, we will handle that information in accordance with this policy and applicable law.

Why we use personal information

Jetkrate may use personal information to:

• create, verify, manage and secure your Jetkrate account
• provide package forwarding and related services
• provide courier booking services where available
• receive, identify, store, inspect, consolidate, repack, photograph, dispatch and track parcels
• prepare or support shipping labels, customs declarations, export documents and import information
• process payments, invoices, refunds, account balances and service charges
• communicate with you about your account, parcels, shipments, payments, support requests or service updates
• respond to support enquiries, complaints, fraud reports, ownership disputes or suspected misuse
• check whether goods may be prohibited, restricted, unsafe, incorrectly declared or unsuitable for a route or service
• detect, investigate and prevent fraud, payment abuse, identity misuse, unlawful activity, account compromise or unauthorised use of Jetkrate addresses
• comply with legal, customs, tax, export, import, security, screening, courier and regulatory obligations
• improve our website, customer experience, systems, security and services
• send marketing communications where permitted by law and your preferences
• enforce Jetkrate’s terms, protect Jetkrate’s rights and manage legal claims or regulatory requests

We do not sell or rent your personal information.

Legal reasons for using information

Where privacy laws require a lawful basis for processing personal information, Jetkrate may rely on one or more of the following:

• performance of a contract with you
• steps taken before entering into a contract with you
• compliance with legal, customs, tax, export, import, security or regulatory obligations
• Jetkrate’s legitimate interests in operating, securing and improving its services
• fraud prevention, account security and misuse investigation
• your consent, where consent is required or appropriate
• another lawful basis available under applicable privacy law

You can withdraw consent where we rely on consent, but this will not affect processing that has already occurred or processing that is required for another lawful reason.

When we share information

Jetkrate may share personal information where reasonably necessary with:

• Jetkrate group companies, authorised sales agents, operational agents, staff and contractors
• warehouse operators and local facility partners
• courier companies, freight providers, postal operators, customs brokers and logistics partners
• customs, border, aviation, postal, port, tax, export, import, security and regulatory authorities
• payment providers, banks, payment-processing partners, fraud prevention providers and chargeback or dispute handling services
• technology providers, hosting providers, analytics providers, support platforms and security tools
• retailers, merchants, sellers or marketplaces where necessary for returns, disputes, fraud investigations, parcel identification or ownership issues
• insurers, professional advisers, auditors, regulators, courts, tribunals, law enforcement agencies or government bodies where required or permitted by law
• another party where you have authorised us to share the information

We only share information where there is a legitimate operational, legal, security, fraud-prevention or service reason to do so.

Customs, border, courier and regulatory authorities may use shipment information under their own laws and processes. Jetkrate does not control decisions made by those authorities.

International storage and disclosure

Jetkrate operates internationally. Your personal information may be stored, accessed or processed in New Zealand, Australia, the United Kingdom, the United States and other countries where Jetkrate, its authorised agents, warehouses, couriers, technology providers, payment providers or service partners operate.

International disclosures may be needed to provide package forwarding, courier booking, customs processing, fraud prevention, account support, payment processing, website hosting and related services.

Where required by law, Jetkrate takes reasonable steps to protect personal information that is disclosed or processed overseas. These steps may include using trusted service providers, contractual safeguards, security controls, access controls and compliance processes.

Some overseas recipients may be subject to local laws that require them to disclose information to courts, regulators, customs authorities, law enforcement agencies or government bodies.

Cookies and similar technologies

Jetkrate uses cookies and similar technologies to operate the website and account platform, remember preferences, support security, understand website usage and improve services.

Some cookies are necessary for the site or account platform to work. Other cookies, such as analytics or marketing cookies, may depend on your settings and applicable law.

For more information, please read our Cookie Policy.

Service and marketing communications

Jetkrate may send service messages about your account, parcels, shipments, payments, support requests, security notices and changes to our services. These messages are part of providing the service and may still be sent even if you opt out of marketing.

Jetkrate may send marketing communications where permitted by law and your communication preferences. You can opt out of marketing emails by using the unsubscribe link in the email or by contacting Jetkrate.

Security

Jetkrate takes reasonable steps to protect personal information from loss, unauthorised access, misuse, disclosure, alteration and destruction.

No website, account system, email service or online platform can be guaranteed to be completely secure. You are responsible for keeping your login details confidential and for telling Jetkrate promptly if you suspect unauthorised account access or suspicious activity.

If you believe a Jetkrate account, address or shipment has been used for fraud or suspicious activity, please use the Fraud Report Form.

Retention

Jetkrate keeps personal information only for as long as it is reasonably required for the purposes described in this policy, or as otherwise required or permitted by law.

Jetkrate generally keeps account, shipment, customs, payment, support, fraud-prevention and related business records for up to 7 years. This supports New Zealand-based tax, accounting, business record, dispute-management and compliance requirements.

Some information may be kept for a shorter period where it is no longer required. Some information may be kept for longer where required or permitted for legal claims, fraud prevention, account security, customs matters, tax matters, chargebacks, investigations, regulatory requests, unresolved disputes or enforcement of Jetkrate’s terms.

When personal information is no longer required, Jetkrate will take reasonable steps to delete, de-identify or securely archive it.

Access, correction and privacy requests

Depending on the law that applies, you may have rights to request access to personal information Jetkrate holds about you, ask for correction of inaccurate information, object to certain uses, request deletion, restrict processing, withdraw consent or make a privacy complaint.

Some requests may be limited where Jetkrate must keep information for legal, customs, tax, fraud-prevention, security, dispute, accounting or service reasons, or where disclosure would affect another person’s privacy or an investigation.

To make a privacy request, please contact Jetkrate through the Contact Jetkrate page. You may also email support@jetkrate.com with “Privacy request” in the subject line. Jetkrate may ask you to verify your identity before responding.

If you are not satisfied with our response, you may have the right to contact the privacy regulator in your country.

Children

Jetkrate services are not intended for children. You must be at least 18 years old, or the age of legal majority in your country, to create a Jetkrate account.

Jetkrate does not knowingly collect personal information from children. If we become aware that a child has provided personal information to Jetkrate without appropriate authority, we will take reasonable steps to delete it or handle it as required by law.

Third-party websites and services

Jetkrate’s website may link to retailers, couriers, payment providers, social media platforms or other third-party websites. Those third parties have their own privacy practices and policies.

This Privacy Policy does not apply to information collected by third-party websites or services that Jetkrate does not control.

Changes to this policy

Jetkrate may update this Privacy Policy from time to time. The updated version will be published on this page with a revised “Last updated” date.

If a change is material, Jetkrate may take additional steps to notify customers where required or appropriate.

Related pages

• Cookie Policy
• Terms and Conditions
• Prohibited Items
• Contact Jetkrate
• Fraud Report Form