TOPICS COVERED IN THIS PRIVACY NOTICE
The information we collect and use
How long we retain personal data
Last updated January 2025.
This SmartHQ App Privacy Notice describes the personal data Fisher & Paykel Appliances Group (“Fisher & Paykel”) , (“we”, “our”, or “us”) collects, how we use this data, with whom we share it, and the choices you have to control your data when you use the SmartHQ App (the “Application” or “App”) and/or to connect or add your Fisher & Paykel Appliances and DCS Grills brand smart appliances outside of the United Kingdom and the European Union, your Haier appliances in New Zealand, Australia, Fiji, Samoa, Cook Islands, Tonga (“Products and Connected Appliance”) or access our other services via the App (collectively, the above are described as “Services”).
If you are based in the European Union (EU) or the United Kingdon (UK) please see our SmartHQ Privacy Policy for UK and EU customers at https://www.fisherpaykel.com/uk/privacy-statement-smarthq.
Fisher & Paykel is the business/data controller responsible for the use or processing of your data collected when you use the App, Connected Appliances, or Services as the manufacturer of your Fisher & Paykel and DCS Appliances and Haier Appliances in New Zealand, Australia, Fiji, Samoa, Cook Islands, Tonga. You may contact us as described below in the How To Contact Us section.
THE INFORMATION WE COLLECT AND USE
Through your use of the Application and/or the Connected Appliances or services, FPA will collect personal data, which is information that identifies you directly or indirectly, as outlined below.
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Register for the Application
When you register for the App, we collect from you your contact information (email address, country of residence), preferences, and information relating to your account login. You provide these personal identifiers by completing online forms during the App setup process. We need to collect this information to create your account and to provide the services. We also use this information to verify you and contact you in the event of a service notification or safety notice related to your appliance(s). - Product Creation
When you register for the App, we may collect from you product information (model number, serial number). We use this information to create a record of your product, create your account, and for account security, fraud prevention and identity verification purposes. -
Product Registration
Registration for any other purposes is through our website https://www.fisherpaykel.com/ - Register your appliance in accordance with the Fisher & Paykel Privacy Policy for registration for warranty and servicing purposes. The legal basis for this processing is performance of our contract with you. If you do not provide this information we would not be able to provide the services. - Authentication, Integrity, Security, and Safety
We use information you provide, such as account logins, credit card information, and other online identifiers to authenticate your account, provide a secure payment and shopping experience, and to detect, investigate, and prevent malicious conduct, fraudulent activity or unsafe experiences, address security threats, protect public safety, and secure our Services for you. -
Connecting a Connected Appliance
When you add a Product or connect a Connected Appliance to the App using WiFi or Bluetooth, we may automatically collect (a) from the Connected Appliance, data related to the Connected Appliance (software version, product information, appliance performance and usage information and diagnostics data), (b) from your mobile device, data related to your mobile device (make, model, operating system, software version), as well as (c) information from both the Connected Appliance and Application about your WiFi network (MAC Address, IP Address, SSID). We use this information to allow you to control your Connected Appliances via the App, to notify you if your Connected Appliance has an issue, and to determine the version of the App you are using. We collect this information to enable the connection of your appliance.We also ask whether you would like to save your home network SSID and password so that you do not need to re-type it when adding a new Product or Connected Appliance. You are not required to save this information. If you do, it will be used only to autopopulate your login. You may revoke your consent at anytime, with effect going forward, by changing your user settings.
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Utilise a Connected Appliance in conjunction with the Application
After you have registered your account and provisioned your Connected Appliance, we automatically collect the following information (the “Connected Appliance Data”) as you use your Connected Appliance in conjunction with the Application: -
Real-time usage information for you Appliance
that depends on the type of Appliance, such as the (number of) times an Appliance is turned on or off, the type and/or number of cycles run by an Appliance, different modes used, and the date your Appliance was installed. This information is used to permit you to monitor and control your Connected Appliance and for Fisher & Paykel to monitor the use of your Connected Appliance and the Application for the purpose of troubleshooting, to understand how our products are used and to improve our products and services. We need to collect this information to support your Connected Appliance and the features of the App. -
Communication Information
We collect information from your Product and Connected Appliance such as the Appliance’s IP address, MAC address, RFID and/or Wi-Fi connection to connect your Connected Appliance and maintain the connection with the Internet. We need to collect this information to connect your appliance to the Internet. -
Status and diagnostic information for your Appliance
We collect information that permits us to understand and alert you in the event there are issues that need to be repaired or corrected to keep your Connected Appliance operating as it should. This information will also be used for troubleshooting for your Connected Appliance and the App and data analytics on how our Connected Appliances and the Apps are used. We need to collect this information to provide the promised services for your Connected Appliance. -
Alerts and tips for you Appliances
We collect error reports, App interaction data, and crash report information to provide you alerts and tips for use of the Appliances. We need to collect this information to provide the promised services for your App and Connected Appliance. -
Geolocation
Some Connected Appliances feature geofencing capabilities that enable the App to know whether you are at home. If you choose to enable geofencing capabilities, we will collect specific geolocation information from your smart device, such as GPS coordinates, location name or geo-fence (longitude and latitude) information. -
Utility Consumption
. Some Connected Appliances feature utility consumption monitoring capabilities. If you choose to enable these monitoring capabilities, the App may display electricity, water, or gas consumption data for your Appliances. -
Service and diagnostic information
If you request service, we will collect from your App, Connected Appliance and from our service records information about the maintenance, performance, usage, and repair history of your appliance. We use this information to provide the service you request. -
Images and video
Some Connected Appliances include cameras that can capture images and video of how the Appliance is used. The cameras may inadvertently capture images of individuals, your premises, or your personal belongings where the Appliances are installed. -
When you use Digital Assistants to Activate Interactive Functions
If you use a digital assistant (such as Google Assistant, Alexa or Siri) to activate the voice commands, we will collect and process the information set forth above, as conveyed by the digital assistant. Please bear in mind that the information conveyed by the digital assistant is subject to the relevant digital assistant provider’s privacy disclosures and terms. Please review them carefully. -
Social Network Accounts
If you choose to link, login, or connect to our services through a third-party online service, you direct that service to send us certain information about you that is controlled by that service, such as profile information. This sharing is subject to the applicable privacy terms and privacy settings of that service. We use this information to personalize your on-app experience, provide exclusive content, and send you marketing communications we feel may be of interest to you. We share this information with service providers that assist with the activities described above. -
Third Party Integrations
Parts of the Services link to third-party services. We do not own or control those third parties. When you interact with these third parties and choose to use their services, your use is subject to the privacy terms of those providers.
A. Information Collected directly from You
As you use the Application and/or the Connected Appliance, we collect personal information when you:
B. Information collected from your mobile device and appliance
As you use the Application and your Connected Appliance, we collect personal information when you:
br>FPA also uses your personal information collected for the above purposes to efficiently maintain our business, to comply with the law, to perform analytics, communicate with you, defend our legal interests, and for other limited circumstances as described in HOW WE SHARE YOUR INFORMATION.
C. Information collected automatically from the Application via SDKs
In addition to the personal information identified above, when you use the Application, we and/or our third-party providers collect via software development kits (“SDKs”) and similar tracking technologies certain information required to authenticate you and your network when you login and use the Application as well as information required to store your preferences for the operation of your Connected Appliance. We use this information to make the app work as you expect it to and to provide enhanced functionality as described below. Some of the SDKs we use will store and retrieve information from your device, like a cookie or other similar tracker would.
Essential SDKs. We only use essential SDKs that are necessary for the Application to function. The legal basis for the placement of these essential SDKs is that they are necessary for our provision of the Application. If you do not provide this information we would not be able to provide the service.
Analytics SDKs. We and our partners use trackers to collect App usage and performance data. For example, we use these trackers to count users of the app and its individual features and functionality and to develop statistics about the operation of the App and Connected Appliances.
For more information on SDKs and other trackers, please see our Cookie Notice.
D. Information collected by Fisher & Paykel otherwise than through the Application or Connected Appliance
In relation to the personal information identified above, we may also collect your information directly from you through our website, call centre or other means to interact with us. For more information on the collection of your information through other methods please see our Privacy Policy at https://www.fisherpaykel.com/privacy.
Automated Decision Making
We do not use your personal information to make automated decisions or to establish a profile of you that would lead to legal, financial, or other significant consequences. We may establish a profile of you for the purposes of understanding your transactions with us, how you use our products, or for recommending products or services in which you may be interested using data collected from the Services.
HOW WE SHARE YOUR INFORMATION
FPA may share the personal data identified in this Privacy Policy in the following instances:
- Within FPA: Where necessary, FPA will share your personal data within the Fisher & Paykel Appliances Group in order to efficiently carry out business and to the extent permitted by law. The legal basis for this processing is our legitimate interest in conducting our operations efficiently.
- With service providers: FPA will share your personal information with service providers that perform services on FPA’s behalf. Information we share includes Connected Appliance Data, account information, Device ID, user registration data (name, email, address, phone), user consent, and User ID. This information is used by our service providers to provide us with information technology services and troubleshooting assistance.
We also retain service providers to perform the following categories of services on our behalf:- eCommerce platform providers
- Data analytics services
- Fraud detection and deterrence services
- IT security services
- Sales promotions, direct marketing, surveys and rebates
- Sales order and payment processing
- In the event of a Corporate reorganisation: In the event that Fisher & Paykel Appliances enters into, or intends to enter into, a transaction that alters the structure of our company , such as a reorganization, merger, acquisition, sale, joint venture, assignment, consolidation, transfer, change of control, or other disposition of all or any portion of its assets, we would share your personal information with third parties, including the buyer or target (and their agents and advisors) for the purpose of facilitating and completing the transaction. We would share your information in the interest of conducting our operations efficiently.
- For defense of rights and claims: Fisher & Paykel Appliances can process your data to bring and defend a right in a potential dispute. We would share your personal data in the interest of protecting our rights, assets, and the safety of our personnel, users of our products and services, or the public. We would share your personal data in the interest of defending or claiming our rights.
- For legal purposes: Fisher & Paykel Appliances will share your personal information where legally required, in response to court orders, law enforcement or legal process; to establish, protect, or exercise our legal rights, as required to contracts; to defend against legal claims or demands; to detect, investigate, prevent, or take action against illegal activities, fraud, or situations involving potential threats to the rights, property, or personal safety of any person; or to comply with the requirements of any applicable law. The legal basis for this is our compliance with the law.
- Email, telephone, and direct mail: You can stop receiving promotional emails from us by following the “unsubscribe” instructions provided in the emails. You can opt-out of all marketing communications on a going-forward basis by emailing us at optout@fisherpaykel.com.
- Text/SMS: We do not market to you via Text/SMS.
- Third-party direct marketing: We do not share your personal information on a going-forward basis with third parties for their direct marketing purposes related to your purchase and use of our product.
- A. Sensitive Personal Data
As noted above, the following personal data elements we collect may be classified as “sensitive data” under certain privacy laws:
- Commercial information, including credit/debit card number plus expiration date and security code (CVV), and financial transaction data;
- Account information, including username and password
- Right To Know: The right to confirm whether we are processing your personal data and, under some state laws, to obtain certain personalized details about the personal data about you we have we have collected, used, disclosed, shared, and/or sold.
- Right to Access and Portability: The right to obtain access to the personal data about you we have collected and the right to obtain a copy of the personal data in a portable and, to the extent technically feasible, readily usable format that allows you to transmit the data to another entity without hindrance.
- Right To Correction: You have the right to request that we correct inaccurate personal information that we collect or maintain. This right is subject to our confirmation that the information is inaccurate.
- Right To Deletion: You have the right to request the deletion of your personal data that we collect or maintain. We may need to keep certain information. For example, we may need to retain your information if you have an active warranty on a Fisher & Paykel Appliances product, to facilitate a product recall, to complete an open transaction, to provide a good or service requested by you, to provide a good or service, or for internal purposes as reasonably anticipated within the context of our business relationship.
- Right to Opt-Out of Sales or Sharing of Personal Data: To the extent we “share” information with third parties (as those terms are defined under California law) you have a right at any time to opt out on a going-forward basis. Please refer to the section titled To Exercise Your Right To Opt Out of Personal Data Sales or Sharing for more information. You may opt out of the sharing of your cookie data for data analytics or targeted advertising by using our cookie preference tools, which you can access via the Cookie Settings link in the Settings page of our apps.
- Right To Opt Out of Automated Decision-Making: Depending on your state of residence, you may have the right to opt out of having businesses make automated decisions about you through use of your personal data. We do not engage in automated decision-making that is subject to this right.
You will not receive discriminatory treatment by us for the exercise of your privacy rights.
When performing these tasks, service providers often have access to your personal data.
We may also use and disclose your personal information in other ways, with your consent.
Information FPA transfer
Your personal information resides primarily in the New Zealand and the United States. It may, however be accessed and processed in any country where the Fisher & Paykel Appliances Group has operations or in which we engage service providers.
Choices about your data
We do our best to comply promptly with your requests. You may continue to receive marketing communications for a short period after the date you submit your request. Your opt out won’t prohibit us from sending you important service-related communications, such as delivery updates, account verification, transactional communications, changes/updates to features of the Services, and technical and safety notices.
Children's privacy
The Services are not directed to or intended for use by minors, and we do not knowingly collect personal information from persons under the age of majority in your territory, province, state or country as applicable. If you are a parent or guardian and you believe we have collected information from your child in a manner not permitted by law, please contact us as described below. If we learn that any personal data has been provided by a person under the age of majority, we will delete the information to the extent that we are able.
How long we retain personal data
We keep your personal information for as long as needed or permitted considering the purpose(s) for which it was obtained. The criteria used to determine our retention periods include (i) to provide you with services available on the App or with your appliance, (ii) for as long as we have an ongoing relationship with you (such as maintaining your online account or sending you a newsletter); (iii) as required by a legal obligation to which we are subject; or (iv) as is advisable in light of our legal position (such as in regard of applicable statutes of limitations, litigation, or regulatory investigations).
When you delete your account through the App, any Connected Data collected in relation to your connected appliance will be pseudonymized and disassociated from any personal account information. This pseudonymized appliance data will be maintained. Personal data that is collected for appliance registration, customer service matters, promotions, subscription services or any other matters will be retained in accordance with the privacy notice under which it was collected. You may cancel your account at any time. If you cancel your account, this will terminate the app functionality and the connected functionality of your connected appliance. Deletion of your account.
Additional U.S State Privacy Provisions
These Additional U.S. State Privacy Disclosures supplement the above information by providing supplemental information about our personal data processing practices relating to individual residents of the States of California, Colorado, Connecticut, Montana, Oregon, Texas, Utah, and Virginia. Unless otherwise expressly stated, all terms defined in our Privacy Notice retain the same meaning in these Disclosures.
FPA use this sensitive information to provide you products, services, and information, to enter into and perform a contract with you, to comply with legal and regulatory requirements, to protect the life or physical safety of you or others, or as otherwise permissible for our internal business purposes consistent with applicable laws.
FPA do not sell your sensitive information, and we do not process or otherwise share sensitive information for the purpose of profiling or targeted advertising.
Deidentified data
FPA may at times receive or process personal data to create de-identified data that can no longer reasonably be used to infer information about, or otherwise be linked to, a particular individual or household. Where we maintain deidentified data, we will keep and use the data in de-identified form and not attempt to re-identify the data except as required or permitted by law.
Submitting Privacy Rights Requests
To submit a request to exercise one of the privacy rights identified above, please see the How to Contact Us section below.
We may need to verify your identity before processing your request. We will do so by emailing the address you provide us, and that matches our records, and wait for your response. After receiving your response, we will investigate whether we possess information that permits us to make a three-point match identifiers (full name), contact information (phone, address, email), with the information you provide in your request. In some instances, we may ask for additional information. This is how we verify your identity before complying. For requests to opt out, sharing, or marketing communications, we require only an email address. In certain circumstances, we may decline a request to exercise the rights described above, particularly where we are unable to verify your identity or locate your information in our systems. We will use the provided personal data only to review and comply with the request.
To Exercise Your Right To Opt Out of Personal Data Sales or Sharing
FPA respect your preference that we not sell or share your personal data with third parties that are not our service providers. We do not sell your personal data. To the extent we “share” your personal data (as defined under applicable law), you may opt out of such “sharing” of your data. To opt out of the sharing of your cookie data for data analytics or targeted advertising by using our cookie preference tools, which you can access via the Cookie Settings link on and the Settings page of our apps. Depending on your state of residence, you may be able opt out of targeted advertising based on information not collected by cookies or other trackers by submitting a request using by contacting us.
Authorised Agents
In certain circumstances you are permitted to designate an authorized agent to exercise your privacy rights using the methods designated above. Please provide the agent with written permission, signed by you, authorizing the agent to submit the request on your behalf. The agent must submit that written permission along with the request. Depending on the evidence provided and your state of residence, we may still need to reach out to you to confirm that the authorized agent has permission to act on your behalf and to verify our identity in connection with the request.
Appealing Rights Decisions
Depending on your state of residence, you may be able to appeal to us if we refuse to act on your request to exercise certain choices described above. All appeal requests should be submitted by contacting us.
California-Specific Provisions
In addition to the items described above, the following provisions are applicable if you are a California resident.
Notice at Collection
At or before the time of collection, you have a right to receive notice of our practices, including the categories of personal information and sensitive personal information to be collected, the purposes for which such information is collected or used, whether such information is sold or shared, and how long such information is retained. You can find those details in this Privacy Statement.
Right to opt out of sale or sharing of personal information
To the extent we “share” information with third parties (as those terms are defined under California law) you have a right at any time to opt out on a going-forward basis. Please refer to the section titled To Exercise Your Right To Opt Out of Personal Data Sales or Sharing for more information. You may opt out of the sharing of your cookie data for data analytics or targeted advertising by using our cookie preference tools, which you can access via the Cookie Settings link in the Settings page of our apps.
Right to limit use of sensitive personal information
You have the right to limit our use of your sensitive personal information for any purposes other than to provide the goods and services you request or as otherwise permitted by law.
Financial incentives
FPA may offer various discounts, special pricing, promotions, and exclusive offers (“Special Offers”). When you sign up for Special Offers, we may ask you to provide your identifiers (name and email address or phone number) to identify you as a participant and to provide you relevant messaging, experiences, and deals. Special Offers are “opt in” and subject to terms and conditions which will be provided to you at the time of signup. To the extent that a specific offer constitutes a “financial incentive” under applicable law we will also describe how the value of your personal information to us is reasonably related to the value of the free or discounted products or services that you obtain in connection with the relevant Special Offer. Generally, the value of your personal information correlates to the value of the free or discounted products or services that you obtain in connection with the Special Offer and is based on the expense to us of offering you those free or discounted items. The benefits provided to you (or realized by Fisher & Paykel Appliances) vary depending on factors such as what you purchase, how you purchase, or which offers you choose. We also incur a variety of expenses related to Special Offers. These may include, for example, cost associated with discounts on purchases, free shipping or delivery, and expenses of collecting and processing your data. You may opt in to a financial incentive by following the sign-up or participation instructions provided, and you can opt out at any time by following the unsubscribe instructions in the applicable program’s terms and conditions, promotional emails, or text messages, as well as by contacting us using the information in the “Contact Us” section of this Privacy Statement.
"Shine the light"
California residents that have an established business relationship with us have rights to know how their personal data is disclosed to third parties for their direct marketing purposes under California’s “Shine the Light” law, or the right to opt out of such practices (Civ. Code §1798.83). You can opt out at any time on a going-forward basis by contacting us at the details set out in the Contact Us section.
HOW WE PROTECT YOUR PERSONAL DATA
We maintain administrative, technical, organizational, and physical safeguards to protect against unauthorized disclosure, use, alteration, or destruction of your personal data. We employ operations controls such as patching, fixing, and updating software, penetration testing, and logging and monitoring of systems activity. We actively inventory our IT assets, deploy network security measures, and maintain business continuity and secure software development processes. As appropriate, we use technology including encryption, back-ups, access management, security event logging, anti-virus software, and multi-factor authentication. We cannot, however, guarantee the absolute security of your data. We recommend that you use complex and unique passwords for your SmartHQ accounts and for third-party accounts linked to them. Do not share your passwords with anyone. If you have reason to believe that your interaction with us is no longer secure, immediately notify us as described in the How to Contact Us section below.
Our use of AI-Powered Chatbots
We use generative AI technology to power our chatbots, which provide information about our products and services and provide enhanced experiences, such as assisting with cooking recipes. This technology enables more natural and conversational interactions.
We do not require you to input personal data when interacting with chatbots on our App. We encourage you to avoid entering information, such as your name, address, phone number, or any other personally identifiable details. However, our chatbots link your interactions with your account.
Important Note: If you do input personal data into the chatbot, we may not be able to fulfill requests you may have related to the data. Once personal information is input into the AI training model, it may become integrated into the system in ways that are difficult or impossible to isolate and remove.
For your privacy, we strongly recommend that you not input personal data with our chatbots.
Complaints
You may be able to submit a complaint about our privacy practices to a government authority with jurisdiction to receive such complaints.
Updates to our Privacy Statement
We will update this Privacy Statement from time to time. If we make significant or material changes in the way we collect, use, or share your personal data, we will notify you with a notification sent through the Application and obtain your consent, if required. When we make changes to this Privacy Statement, we will update the Statement's effective date. All changes are effective from the date of publication unless otherwise provided in the notification.
HOW TO CONTACT US
If you have any questions or comments regarding this Privacy Policy, please contact us by email at privacy@fisherpaykel.com.
For general enquiries you can reach us by phone or via our website https://www.fisherpaykel.com/contact.
Customer Location | Contact Number |
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New Zealand (NZ) | 0800-372-273 |
Australia (AU) | 1300-650-590 |
Canada (CA) & USA | 1.888.936.7872 |
Singapore (SG) | 6741-0777 |
United Kingdon (UK), European Union (EU) | If you are a UK, EU or Swiss resident, please refer to the SmartHQ EU/UK Privacy Policy |