Privacy policy
Privacy policy
1. About this Privacy Policy
True Proactive is the trading name of True Proactive Health Limited (company number 9349938).
True Proactive operates this store and website, including all related information, content, features and tools (the “Website”) for the purposes of providing its products and services to you, the customer (together the "Services"). True Proactive is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy applies to personal and health information collected by True Proactive (in this Privacy Policy, ‘we’, ‘us’, ‘our’) from you (in this Privacy Policy ‘you’, ‘your’), either through our Website, Shopify, or when we otherwise interact or communicate with you in connection with the Services.
This Privacy Policy describes how we collect, use, and disclose personal and health information obtained from you when you visit and use our Website and Shopify, or make a purchase or other transaction in respect of the Services or otherwise interact or communicate with us in connection with the Services. If there is a conflict between our Terms & Conditions and this Privacy Policy, this Privacy Policy prevails with respect to the collection, processing, use and disclosure of personal and health information.
We ensure that we meet our obligations under the Privacy Act 2020 ("Privacy Act"). Your personal and health information will be collected, retained, stored, used and dealt with by us in accordance with the Privacy Act and the Health Information Privacy Code 2020.
Please read this Privacy Policy carefully. By using our Website and accessing any of the Services, you acknowledge and agree that you have read this Privacy Policy and understand and consent to the collection, use, and disclosure of your personal and health information as described in this Privacy Policy.
2. Personal and Health Information we Collect or Process
We may collect or process the following categories of personal and health information from you when you visit and use our Website and Shopify, or make a purchase or other transaction in respect of the Services or otherwise interact or communicate with us in connection with the Services:
· Contact details including the name(s), address(es), billing address(es), shipping address(es), phone/mobile number(s) and email address(es) that you provide us.
· Date of Birth information including location of birth.
· Health information including health information we receive from the laboratories responsible for processing the Services and where we are in contact with you to discuss your test results in respect of the Services provided.
· Financial information including credit card, debit card, and financial account numbers, payment card information, financial account information, transaction details, form of payment, payment confirmation and other payment details.
· Account information including your username, password, security questions, preferences and settings.
· Transaction information including the Services you view, put in your cart, add to your wishlist, or purchase, return, exchange or cancel and your past transactions.
· Communications with us including the information you include in communications with us, for example, when sending a customer support inquiry or responding to us in respect of a request for further information.
· Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers.
· Usage information including information regarding your interaction with the Website and the Services, including how and when you interact with or navigate the Website.
3. Personal Information you give us about other People
We may collect personal information about someone else from you in connection with our provision of the Services.
If you do provide us with someone else’s personal information when purchasing any of the Services, you must make sure you have that person’s authority and consent to do so and you must make sure that person knows that their information may be used by us in the circumstances set out in this Privacy Policy.
4. How we Collect your Personal and Health Information
We may collect personal and health information from you from the following sources:
· Directly from you including when you create an account, visit or use the Website, purchase and use the Services, communicate with us, or otherwise provide us with personal and health information.
· Automatically through the Website including from your device when you purchase and use the Services or visit our Website, and through the use of cookies and similar technologies and other digital tracking tools.
· From our IT service providers including when we engage them to enable certain technology and when they collect or process your personal information on our behalf.
· From our lab partners for the purposes of providing the Services and receiving the test results from those Services.
5. How We Use Your Personal and Health Information
Depending on how you interact with us or which of the Services you use, we may use your personal and health information (as applicable) for the following purposes:
· Provide, Tailor, and Improve the Services. We use your personal information to provide you with the Services, to process your payments, to fulfil your Service orders, to remember your preferences and Services you are interested in, to send notifications to you related to your account, to process purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, to facilitate any returns and exchanges, to enable you to post reviews, and to create a customised shopping experience for you, such as recommending other Services related to your purchases. This may include using your personal information to better tailor and improve our Website and our provision of the Services.
· Marketing and Advertising. We use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you online advertisements for Services on the Website, including based on items you previously have purchased or added to your cart and other activity on the Website.
· Security and Fraud Prevention. We use your personal information to authenticate your account, to provide a secure payment and shopping experience, detect, investigate or take action regarding possible fraudulent, illegal, unsafe, or malicious activity, protect public safety, and to secure our Services. If you choose to use the Website and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password or other access details with anyone else.
· Communicating with You. We use personal information to provide you with customer support, to be responsive to you, to request further information from you to be able to provide effective Services to you and to maintain our business relationship with you.
· Legal Reasons. We use your personal information to comply with applicable law, including requests from law enforcement, regulatory authorities or government agencies, to comply with any order from a court of competent jurisdiction, and to enforce or investigate potential violations of our standard terms or policies.
· Research. We provide anonymised data and anonymised health information obtained from our provision of the Services to the New Zealand Government funded National Bowel Screening Programme, and other relevant medical organisations and professionals for research purposes and to assist with the quality of bowel health care and treatment in New Zealand.
Depending on how you interact with us or which of the Services you use, we may use your health information for the following purposes:
· Provide the Services. We use your health information to inform you of the results of the Services, to contact you to provide information in relation to the Services and otherwise administer and manage the Services.
· Communicating with You. We use your health information to provide you with support in relation to the results of the Services and to assist you with contacting your doctor or other qualified healthcare professional in respect of those results, where our assistance has been reasonably requested.
6. Disclosing your Personal Information
We only disclose your personal information in the circumstances described in this Privacy Policy, or as otherwise permitted under the Privacy Act. Such circumstances may include:
· With Shopify, our lab partners and other service providers who assist us to provide the Services to you (e.g. lab testing, IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping).
· With business and marketing partners to provide marketing services and advertisements to you. For example, we use Shopify to support personalised advertising with third-party services based on your online activity with different merchants and websites. Our business and marketing partners will use your information in accordance with their own privacy policies.
· Any person, including government authorities and regulatory bodies where we are authorised or required to disclose your personal information to them in accordance with applicable law.
· When you direct, request us or otherwise consent to our disclosure of certain information to third parties, which includes where you provide us with a single set of contact information for multipack Service purchase orders.
7. Relationship with Shopify
Our Website services are hosted by Shopify, which collects and processes personal information about your access to and use of the Website in order to provide and improve the Website services for you. Information you submit using the Website will be transmitted to and shared with Shopify as well as third parties that may be located in countries other than where you reside, in order to provide and improve the Website services for you.
In addition, to help protect, grow, and improve our business, we use certain Shopify enhanced features that incorporate data and information obtained from your interactions with our Website, along with other merchants and with Shopify. To provide these enhanced features, Shopify may make use of personal information collected about your interactions with our Website, along with other merchants, and with Shopify. In these circumstances, Shopify is responsible for the processing of your personal information, including for responding to your requests to exercise your rights over use of your personal information for these purposes.
To learn more about how Shopify uses your personal information and any rights you may have, you can visit the Shopify Consumer Privacy Policy . Depending on where you live, you may exercise certain rights with respect to your personal information here Shopify Privacy Portal Link.
8. Third Party Websites and Links
The Website may provide links to other websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions carefully. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators.
9. Security and Retention of your Information
The security of personal and health information is very important to us, and we take all reasonable steps to protect it from loss, misuse or unauthorised access, modification or disclosure. Our security safeguards include:
- Safe data: All information we hold is protected with various layers of security.
- Safe transmission: We encrypt personal and health information before we share it or only share it over secure network connections.
- Safe systems: Our systems are protected by complex firewalls that strictly manage access and defend our data and servers.
- Access controls: We carefully manage staff access to our systems and data, using user validation and access controls.
We retain personal and health information only for as long as we have a lawful purpose to use it. We securely destroy all personal and health information we no longer have a lawful purpose to use.
10. If you do not agree to provide us with Personal Information
You don’t have to give us personal information about you, or any other person. However, if you do not provide us with the information we request, we may not be able to provide you with our Services, or you may not be able to fully benefit from our Services.
11. Keeping us Updated
It is important to us that the personal information that we hold about you or any other person is accurate and complete. Please let us know as soon as possible if you think we may need to make changes to the personal information that we hold.
12. Your Rights
You have the right to:
· Right to Access. Request access to personal and health information that we hold about you.
· Right to Delete / Destroy. Request that we delete / destroy personal and health information we hold about you.
· Right to Correct. Request that we correct inaccurate personal and health information we hold about you.
13. Complaints
If you have any concerns about the way we’ve collected, used or disclosed your personal or health information, or you think we have wrongly refused a request to access your information, please contact us using the contact details provided below and we will try our best to resolve any such issue.
If we can’t resolve your concerns to your satisfaction, you can also make a complaint to the Office of the Privacy Commissioner by:
- completing an online complaint form at www.privacy.org.nz; or
- writing to the Office of the Privacy Commissioner, PO Box 10-094, The Terrace, Wellington 6143.
14. Where your Information is held
Your personal and health information that we collect may be held by us:
· by our cloud service providers located in New Zealand or overseas; and
· in physical files held securely at our premises.
15. Changes to this Privacy Policy
We may update or change this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons, by publishing an updated version of this Privacy Policy on our Website.
Last updated: July 2026
16. Contacting us
Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to request access to, deletion/destruction of or the correction of personal and health information that we hold about you, please:
- Email us at info@trueproactive.co.nz
- Write to us at True Proactive, c/o the Privacy Officer, Suite 15625 Unit A, Ground Floor 26 Hobson Street, CBD, Auckland, AUK, 1010, NZ