Privacy & Data Requests
This page explains how to access, correct, and (where possible) delete the personal information Kivvo holds about you. It sits alongside our Privacy Policy, which describes in full what personal information we collect and how we handle it.
The short version
You can download your Kivvo data directly from this page. We've made the most common requests self-service.
You have rights under the New Zealand Privacy Act 2020. These include the right to access, correct, and (in some cases) delete personal information we hold about you.
Our self-service downloads are a Kivvo feature, not a replacement for your statutory rights. You can always make a formal request via a support ticket.
Some information can't be deleted immediately — for example, financial records we're required to keep for tax purposes.
We respond to requests within a reasonable time, typically within 20 working days.
Your rights under the Privacy Act 2020
Under the New Zealand Privacy Act 2020, you have the right to:
Access the personal information we hold about you
Correct any personal information that is wrong, incomplete, or out of date
Ask us to delete your personal information where we're not legally required to keep it
Complain to us, and to the Office of the Privacy Commissioner, about how we've handled your personal information
These rights are yours as a matter of law. They aren't conditional on using our self-service tools, and they aren't limited by them.
Self-service downloads
The fastest way to access your Kivvo data is through the downloads below. These are features we've built as part of Kivvo, and they cover the information most users want to see.
Account data
Includes:
Profile information
Goals
Linked bank and card details (where applicable)
Watchlist
Notifications
Available as:
CSV — a spreadsheet-compatible file, best if you want to analyse or manipulate the data
PDF — a formatted document, best if you want to read or print it
Contribution history
Includes:
Contribution dates
Contribution amounts
Contribution schedules
Goal allocations
Payment status
Available as:
CSV
A note about these downloads
These downloads are a Kivvo feature. They're a convenience, not a statutory right.
The New Zealand Privacy Act 2020 gives you the right to request access to and correction of personal information. You can always make a formal request via a support ticket if you need something the downloads don't cover, or if you'd prefer to exercise your rights through a formal process.
Making a formal privacy request
If you want to make a formal request — for access, correction, deletion, or anything else — please submit a support ticket via the Support page.
What to include
To help us respond to your request quickly and accurately, please include:
What you're asking for. For example: "Please send me a copy of all personal information Kivvo holds about me" or "Please correct my email address to the correct one."
Any supporting information. For example, if you're asking us to correct something, tell us what the correct information is.
How you'd like us to respond. For example, by attaching files to your ticket, or by making the information available through your account.
We'll respond to you via the same support ticket unless you ask us to do otherwise.
Requests on behalf of someone else
If you're making a request on behalf of someone else — for example, as a parent, guardian, or authorised agent — we may ask you to provide evidence of your authority before we action the request. This protects the privacy of the person the request relates to.
Access requests
When we receive an access request, we'll:
Acknowledge it — usually within a couple of business days
Verify your identity — where we need to, to protect your information
Gather the information — from our systems and those of our service providers where relevant
Provide the information — in a clear and understandable form
Respond within a reasonable time — typically within 20 working days
Where a request is unusually complex, or where we need information from a third party, it may take longer. If that happens, we'll tell you why and give you a revised timeframe.
What we'll provide
We'll provide the personal information we hold about you. This may include information held by our service providers (such as Supabase) on our behalf.
Some information may be withheld where:
It would reveal personal information about another person
It would breach a legal obligation
It relates to a legal claim or investigation
Withholding is otherwise permitted by the Privacy Act 2020
If we withhold information, we'll explain why.
Cost
We don't charge for access requests, other than in exceptional circumstances where meeting a request would be unusually complex or costly. If a charge would apply, we'll tell you before we proceed.
Correction requests
If any personal information we hold about you is wrong, incomplete, or out of date, you can ask us to correct it.
What we can correct directly
Most information about your account is editable by you directly in your account:
Email address
Display name
Profile details
Goals and preferences
If you can edit it yourself, that's usually the fastest way to fix it.
What we may need to correct on your behalf
Some information isn't editable by you directly. For example:
Information in historical records (such as old payment records)
Information held by service providers
Information that was correct at the time it was recorded but has since changed
For these, submit a support ticket and tell us what needs correcting and why.
What happens when we correct
When we correct information:
We'll update our records
Where we've shared the incorrect information with others, we'll tell them about the correction where it's reasonable to do so
We'll confirm the correction to you
If we decide not to correct information, we'll tell you why, and we'll add a note to the record noting that you disagree with it. You can then ask us to attach your statement of correction to the record.
Deletion requests
You can ask us to delete personal information we hold about you. We'll do so where we're not required by law to keep it and where retention isn't necessary for legal claims.
What we can delete
In most cases, we can delete:
Your account details
Your goals
Your watchlist
Your notification preferences
Your support ticket history (after ticket closure)
Your technical and log information (subject to our retention period)
What we may not be able to delete immediately
Some information we're required to keep for a period, even after you close your account. In particular:
Financial records — including contribution and payment records — for up to 7 years, for tax and record-keeping purposes
Records relating to legal claims — where we reasonably believe we may need them for a legal claim
Where we can't delete information immediately, we'll:
Tell you what we're keeping and why
Keep it secure and only use it for the purpose we're required to keep it for
Delete it as soon as we're legally permitted to
Deletion is not always full
Note that deletion of your account doesn't guarantee that every trace of your information is removed. Specifically:
Backups. Our systems and those of our providers may retain backups. When backups are restored, deleted information may be temporarily reintroduced. Backups are typically rotated on a short cycle.
Aggregated data. We may retain aggregated or anonymised data that no longer identifies you.
Third parties. Information shared with third parties (such as Stripe, for payment records) is subject to their own retention policies.
We'll be clear with you about what can and can't be deleted in your specific case.
Account deletion
If you want to close your Kivvo account entirely and request deletion of your personal information, submit a support ticket via the Support page. We'll walk you through the process, tell you what will be deleted, and let you know what we're required to retain.
How we handle requests
Verification
For most requests, we'll need to verify your identity. This is usually straightforward — we may ask you to confirm details from your account, or to respond from the email address associated with your account.
For more sensitive requests (for example, deletion of an entire account, or requests made on behalf of someone else), we may ask for additional verification.
We do this to protect your information from being accessed or altered by someone who isn't you.
Response times
We aim to respond to privacy requests within 20 working days, in line with the Privacy Act 2020.
Where a request is unusually complex or requires information from third parties, it may take longer. If that happens, we'll tell you why and give you a revised timeframe.
Refusal
We may refuse a request where:
The Privacy Act 2020 permits us to
Meeting the request would breach another person's privacy
Meeting the request would breach a legal obligation
The request is frivolous, vexatious, or made in bad faith
If we refuse, we'll tell you why and let you know how to complain.
Complaints
If you're not satisfied with how we've handled a privacy matter, you can:
Raise it with us — via the same support ticket, or a new one, and ask for it to be reviewed. We'll look at it with fresh eyes.
Complain to the Office of the Privacy Commissioner — privacy.org.nz. The Privacy Commissioner can investigate complaints about how an agency has handled personal information.
You don't need to complain to us before complaining to the Privacy Commissioner, though we'd appreciate the chance to resolve it first.
Other rights and processes
Some of your rights under the Privacy Act 2020 overlap with processes described elsewhere:
Access and correction — described above
Withdrawal of consent — see our Privacy Policy for when we rely on consent
Complaints about privacy handling — see our Complaints Policy for our general complaints process
For any privacy-related matter, the Support page is the entry point. We don't use email for support.
Where to find more detail
For more information, see:
Privacy Policy — what personal information we collect and how we handle it
Cookie Policy — what cookies we use
Terms of Service — the general agreement between you and Kivvo
Complaints Policy — how to raise a concern
Financial Services Disclosures — Kivvo's regulatory position
If you have a privacy question that isn't answered here, please submit a support ticket via the Support page.