Legal

Privacy Policy

rawframes takes your privacy seriously. This Privacy Policy explains what personal information we collect, why we collect it, who we share it with, and your rights in relation to it.

This Policy is governed by the Privacy Act 2020 (NZ) and the thirteen Information Privacy Principles (IPPs) under that Act.

rawframes is a sole trader based in New Zealand, contactable at seth@rawframes.co.nz. For the purposes of the Privacy Act, rawframes is the agency responsible for handling your personal information.

1. What This Policy Covers

This Policy applies to personal information rawframes collects through:

(a) the rawframes.co.nz website (the "Site"), including the booking flow;

(b) email and other correspondence with us;

(d) any other interaction you have with rawframes.

2. Information We Collect

2.1 Information you give us directly

When you make a booking or contact us, we collect:

your name (and your partner's name, if you provide it);
your email address;
your phone number (if you provide one);
your delivery address in New Zealand;
your event date and event details (e.g. venue, package selected, add-ons);
payment information - handled by Stripe (see clause 2.4);
any other information you choose to give us in emails, support messages, or in your booking notes.

2.2 Information we collect automatically

When you use the Site, we and our analytics provider may automatically collect:

IP address;
device type, browser type, operating system, and screen size;
pages viewed, links clicked, time on page, referring URL;
cookies and similar tracking technologies (see clause 7).

2.3 Information we receive from third parties

Stripe sends us payment confirmations, partial card details (last 4 digits, card brand, expiry), and a tokenised reference to your payment method.
Couriers (e.g. NZ Post, Aramex, or whichever courier we use for your dispatch) send us tracking updates and delivery confirmations.

2.4 Payment information

rawframes does not store your full credit or debit card details. Stripe, our payment processor, handles all card data in line with PCI-DSS standards. We only receive and store tokenised references and limited payment metadata as described in 2.3.

2.5 Footage

The camcorder kits we rent record video and audio at your event. This footage may contain images and voices of you, your partner, your family, your guests, your suppliers, and bystanders. Footage is captured on memory cards inside the kits and returned to rawframes as part of the rental. We then produce your edited film and organised raw footage, both of which are delivered to you.

You are responsible for letting your guests know they may be filmed at your event (see clause 14 of the Rental Agreement).

3. Why We Collect This Information (IPP 1)

We collect, hold, and use your personal information for the following purposes:

(a) to take and confirm your booking;

(b) to take payment and issue receipts;

(d) to produce and deliver your edited film and organised raw footage;

(e) to respond to your questions and provide customer support;

(f) to charge any amounts owed under the Rental Agreement (late fees, damage, non-return - see clause 3.5 of the Terms of Service);

(g) to keep records required by tax, accounting, and consumer protection law;

(h) to operate, secure, and improve the Site (analytics, fraud prevention);

(i) to use stills or clips from your wedding footage in rawframes' marketing and portfolio, unless you opt out (see clause 5).

We will not use your information for purposes that are materially different from these without first telling you and, where required, getting your consent.

We share your information only with parties who help us run the Service, and only to the extent they need it. These include:

Stripe - payments, refunds, fraud prevention. Stripe stores data on overseas servers (see clause 8). Stripe's Privacy Policy.
Courier providers (NZ Post, Aramex, or similar) - to deliver and recover the kit. We share your name, delivery address, phone, and a dispatch reference.
Cloud storage and editing tools - for example, Google Drive / Google Workspace, Adobe Creative Cloud, Frame.io, or similar, used to store footage during the editing process and to deliver it to you. These providers may store data overseas (see clause 8).
Analytics provider - to understand Site usage and improve the Site. See clause 7 for the specific provider.
Music licensing platforms (e.g. Musicbed, Artlist) - we share aggregate licensing data only, not your personal information.
Professional advisers - accountants, lawyers, insurers - where strictly necessary.
Government, courts, or regulators - only where we are legally required to disclose information.

We do not sell your personal information. We do not share your information with advertisers or data brokers.

5. Marketing Use of Your Footage

5.1 rawframes may use stills or short clips from your wedding film in our marketing - for example, on rawframes.co.nz, on Instagram, on TikTok, or in advertising. Under the Rental Agreement, rawframes owns the copyright in the edited film and raw footage.

5.2 This use is opt-out: we may use your material in our marketing unless you tell us not to. If you do not want rawframes to use your footage in this way, you may opt out at any time by emailing seth@rawframes.co.nz.

5.3 On opting out, we will remove the material from any channel we control within a reasonable time. We cannot guarantee removal from third-party reposts or screenshots that have already been shared. You are responsible for letting your guests know their images may appear in rawframes' marketing unless you opt out.

6. How We Store and Secure Your Information (IPP 5)

6.1 We take reasonable steps to protect your information from loss, misuse, unauthorised access, modification, and disclosure. These include strong passwords, two-factor authentication on key accounts, encrypted storage where available, and limiting access to people who need it.

6.2 No online service is 100% secure. If we become aware of a notifiable privacy breach affecting your information, we will let you and the Office of the Privacy Commissioner know as soon as practicable, in line with the Privacy Act.

7. Cookies and Analytics

7.1 The Site uses cookies and similar technologies to:

(a) remember your booking progress and preferences while you're using the Site;

(b) keep the Site secure;

(c) measure how the Site is used (visits, pages viewed, source of traffic) - via our analytics provider, currently Google Analytics.

7.2 You can refuse or delete cookies in your browser settings. Some parts of the Site may not work as expected if you do.

7.3 We configure Google Analytics with IP anonymisation enabled and we do not use it to build advertising profiles about you.

8. Where Your Information Is Held (IPP 12)

8.1 Some of our service providers (notably Stripe, Google, Adobe, and our analytics provider) store data on servers outside New Zealand, typically in Australia, the United States, or the European Union.

8.2 Before sharing your information with an overseas provider, we take reasonable steps to ensure your information is protected by comparable safeguards to those required under the Privacy Act 2020 - for example, by using providers that contractually commit to standards equivalent to the New Zealand IPPs or that operate under recognised privacy frameworks.

9. How Long We Keep Your Information (IPP 9)

We keep your information only for as long as we need it for the purposes described in this Policy, or as required by law:

Booking and contact records: kept for 7 years after the booking, to meet tax and consumer-law record-keeping obligations.
Edited film and raw footage (master copies on our systems): kept for 90 days after delivery to you, then permanently deleted. This is a buffer in case you lose your copy or request a re-download.
Payment metadata (held by Stripe): as per Stripe's retention policy.
Analytics data: retained per our analytics provider's standard retention settings.
Marketing material derived from your footage (only where you've given written approval under clause 5): retained while it is in active use on our channels, unless and until you revoke approval.

If you ask us to delete information earlier than these periods, we will do so where we can - but we may need to retain certain records to meet legal obligations.

10. Your Rights (IPP 6 and IPP 7)

10.1 You have the right to:

(a) ask us to confirm what personal information we hold about you;

(b) ask for a copy of that information;

10.2 To exercise these rights, email seth@rawframes.co.nz from the email address you used at booking, or with enough information for us to verify it is you. We will respond within 20 working days, as required by the Privacy Act.

10.3 There is no charge for a reasonable access request.

10.4 In some limited cases we may refuse a request (for example, if releasing the information would involve unwarranted disclosure of someone else's personal information). If we do, we will tell you why and explain how you can complain to the Office of the Privacy Commissioner.

11. Children

rawframes' service is not directed at children. We do not knowingly collect personal information from anyone under 18. Guests at a customer's event who appear in footage may include children - that footage is treated as part of the customer's wedding film and handled as set out in clause 5.

12. Complaints

12.1 If you think we've mishandled your personal information, please email seth@rawframes.co.nz first. We will respond promptly and try to resolve it directly.

12.2 If you're not satisfied with our response, you can complain to the Office of the Privacy Commissioner:

Website: privacy.org.nz
Phone: 0800 803 909
Post: PO Box 10094, The Terrace, Wellington 6143

13. Changes to This Policy

We may update this Policy from time to time. The current version is always posted on the Site. For material changes, we will take reasonable steps to bring the change to your attention - for example, an email to active customers or a banner on the Site.

14. Contact

For any privacy question or request:

rawframes
seth@rawframes.co.nz