Privacy Policy
Restore Hand Therapy · Last updated: 29 September 2026
Restore Hand Therapy ("we", "us", "our") respects your privacy. This policy explains how we collect, use, store and share your personal information when you use our website (www.restorehandtherapy.nz), shop online, book an appointment or receive treatment from us.
We handle personal information in line with the Privacy Act 2020 and, for health information, the Health Information Privacy Code 2020.
1. Information we collect
We may collect the following information:
- Contact details: your name, email address, phone number and postal address.
- Order details: shipping and billing addresses, the products you buy and your order history.
- Payment details: these are handled securely by our payment provider. We do not see or store your full card number.
- Appointment and treatment information: details of your injury or condition, medical history, treatment notes, ACC claim details and referral information. This is health information, and we treat it with extra care.
- Website usage information: your IP address, device and browser type, and the pages you visit, collected through cookies and analytics tools.
We usually collect information directly from you. Sometimes we receive it from other people with your permission or where the law allows. This includes your GP, surgeon or other health professional who refers you, ACC, or your insurer.
2. How we use your information
We use your personal information to:
- Process, deliver and support your online orders
- Book, manage and remind you about appointments
- Assess, treat and care for you, and keep accurate clinical records
- Lodge and manage ACC claims and communicate with referrers about your care
- Reply to your questions and requests
- Send you news, updates or offers, but only if you have agreed to receive them
- Improve our website, products and services
- Detect and prevent fraud or misuse of our website
We only use your information for the purpose we collected it for, or for a directly related purpose, unless you agree otherwise or the law allows it.
3. Storage and security
We take reasonable steps to protect your information from loss, misuse, and unauthorised access or disclosure. These include:
- Storing information on secure, password-protected systems
- Limiting access to staff who need it to do their jobs
- Using encrypted connections (SSL) on our website
- Processing online payments through Stripe, a secure third-party payment provider
Some of our service providers, such as website hosting, email and payment processing, may store information on servers outside New Zealand. When this happens, we take reasonable steps to make sure your information is protected in a way comparable to the protections of New Zealand law.
If a privacy breach happens that is likely to cause you serious harm, we will tell you and the Office of the Privacy Commissioner as the law requires.
4. Sharing your information
We never sell or rent your personal information.
We only share it when we need to, with:
- ACC, to lodge and manage your claim
- Your GP, specialist or referring health professional, where this relates to your care
- Couriers and delivery partners, to deliver your orders
- Payment providers, to process payments securely
- IT, website, booking and email service providers, who help us run our business
- Government agencies or regulators, where the law requires it
We require these organisations to keep your information confidential and to use it only for the purpose we shared it for. We do not share your health information for any other purpose without your consent, unless the law allows or requires it.
5. Your rights
Under the Privacy Act 2020 you have the right to:
- Ask for a copy of the personal information we hold about you
- Ask us to correct information you believe is wrong
- Unsubscribe from marketing emails at any time, using the link in the email or by contacting us
To make a request, email us at [email protected]. We will respond within 20 working days. We may need to confirm your identity first.
If you are not happy with how we have handled your information, please contact us first so we can try to resolve it. You can also complain to the Office of the Privacy Commissioner at www.privacy.org.nz.
6. Cookies and tracking
Our website uses cookies and similar tools to keep it working properly (for example, remembering what's in your cart), to understand how people use it, and to improve your experience.
These tools may collect your IP address, device and browser information, and the pages you visit. You can manage or block cookies in your browser settings, but some parts of the website, such as the shop and checkout, may not work properly without them.
7. How long we keep your information
We only keep personal information for as long as we need it for the purposes above, or as long as the law requires.
Health records must by law be kept for at least 10 years after your last treatment (under the Health (Retention of Health Information) Regulations 1996). Order and financial records are kept for 7 years for tax purposes. After that, we securely destroy or permanently de-identify the information.
8. Links to other websites
Our website may link to other websites, such as ACC or product suppliers. We are not responsible for how those websites handle your information, so please read their privacy policies before sharing personal details with them.
9. Changes to this policy
We may update this policy from time to time. Any changes will be posted on this page with a new "last updated" date.
10. Contact us
If you have questions about this policy or how we handle your personal information, please contact our Privacy Officer at Restore Hand Therapy:
- Email: [email protected]
- Phone: 0800 222 543
- Address: 7 Kiln Street, Silverstream, Upper Hutt 5019
- Hours: Monday to Thursday, 8.15am – 5.15pm; Friday, 9.00am – 3.00pm (NZ time)
- Website: www.restorehandtherapy.nz