Privacy Policy

01Who we are

Emergency Glass Repair is run by Double Black Media Ltd. In this policy, “we”, “us” and “our” means Double Black Media Ltd.

Auckland Glass handles service enquiries, glazing work and invoicing. This policy explains how we handle information collected through this website and our communications with you. Auckland Glass is responsible for the information it holds in its own systems.

02Information you provide

You can browse the website without giving us your name or contact details. If you request a callback, we collect:

• Your name.
• Your phone number.
• Your Auckland suburb.
• Any details you choose to include in the optional message field.

We use these details to record your request and enable Auckland Glass to contact you, understand the job and discuss the help you need. Please only include information relevant to your enquiry. Do not include payment card details or other sensitive information.

Providing these details is voluntary. Without a name, contact number and suburb, we cannot arrange a callback through the form. You can instead call 0800 804 804.

If you email us, we receive your email address and the information in your message. We use that information to respond to you or deal with your request, including a privacy enquiry.

03Callback records and Auckland Glass

Callback submissions are stored in a spreadsheet and shared with the Auckland Glass customer support team. That team adds the details to Auckland Glass’s customer relationship management system (CRM) to manage the enquiry and any resulting service relationship.

Auckland Glass is Auckland Glass Holdings Limited, trading as Auckland Glass, at 4 Southdown Lane, Auckland 1061, New Zealand. Its handling of information, including CRM records, is described in the Auckland Glass Privacy Statement.

We do not sell callback details or distribute them to other glazing businesses. Apart from Auckland Glass, information may be processed by technology suppliers supporting the storage or delivery of enquiries, where necessary to provide those services. We may also disclose information where required or permitted by law.

The purpose of a callback request is to obtain help with your enquiry. Submitting the form does not, by itself, sign you up to marketing emails from Double Black Media Ltd.

04Analytics and cookies

We use Google Analytics and Microsoft Clarity to understand visits and interactions, identify usability problems and improve the website.

These tools may collect pages viewed, referring websites, time spent on pages, clicks, scrolling, browser and device information, approximate location, and cookie or other online identifiers. Cookies are small files stored in your browser. Online identifiers and usage records can be personal information even when they do not include your name.

Google Analytics

Google Analytics helps us understand traffic and website use. It can use first-party cookies to distinguish browsers and sessions. Google processes information received through the service as described in its Privacy Policy.

Microsoft Clarity

Clarity provides interaction statistics, heatmaps and session replays that show how people navigate the website. It uses cookies and similar technologies, which may include first-party and third-party cookies. Microsoft receives the data collected by Clarity and processes it under the Microsoft Privacy Statement, which explains its uses of data, including for advertising where applicable.

We do not intentionally send callback names, phone numbers or message contents to these analytics services. Clarity masks text entered in input fields; we also mark the callback form for masking. This does not make other analytics information anonymous.

Your choices

You can block or delete cookies through your browser settings. Cookie controls can limit some tracking but may not prevent all analytics collection. Google offers an Analytics opt-out browser add-on for supported browsers. Microsoft explains its privacy choices in the statement linked above. You can call or email us instead of submitting the form.

05Storage, security and retention

We take reasonable steps to protect information we hold against loss, misuse and unauthorised access or disclosure. Access to callback records is limited to people who need it to administer enquiries and the Auckland Glass customer support team.

We keep enquiry information only for as long as it is needed for the purposes described in this policy, or for a lawful record-keeping or dispute-resolution purpose. When it is no longer needed, it should be securely deleted or anonymised. Auckland Glass manages retention of its CRM records under its own privacy practices.

Google, Microsoft and technology suppliers may process or store information outside New Zealand. When we disclose personal information overseas, we are responsible for meeting applicable requirements of the Privacy Act 2020, including appropriate protections where required. We do not represent that all website or enquiry data stays in New Zealand.

06Access, correction and complaints

Under the New Zealand Privacy Act 2020, you can ask to access personal information we hold about you and request correction of information you believe is wrong. We may need to verify your identity before providing information or making changes.

To make a request or raise a privacy concern, email help@emergencyglassrepair.co.nz and identify it as a privacy request. We will respond in accordance with the Privacy Act. If the information is held by Auckland Glass, we can help direct your request to the appropriate team.

If a correction is not made, you can ask for a statement of the correction you sought to be attached to the information. If you are not satisfied with our response to a privacy complaint, you can contact the Office of the Privacy Commissioner.

07Contact and policy changes

For questions about this policy, contact:

We may update this policy to reflect changes to the website or our information handling. The date at the top of the page identifies the latest version. An update does not remove rights you have under privacy law.