PRIVACY POLICY
Effective: 12 October 2026
How and when this privacy policy applies to you
Payap is a product owned and offered by BNZ. This privacy policy is part of our Payap Terms of Use. It also should be read alongside, and is supplementary to, the BNZ Master Privacy Policy.
This privacy policy, together with the BNZ Master Privacy Policy, covers Payap and our website, all other Payap products and services, and your communications and other interactions with us.
This privacy policy applies from the date set out above, unless we agree otherwise.
Summary
This privacy policy, together with the BNZ Master Privacy Policy, sets out how we collect, use, share and protect your personal information. Personal information includes any information that could identify you - for example:
your name, personal details and home address;
information we collect when you use Payap, and our website and social media profile; and
information you submit to us, including when you contact us through Payap.
Whenever we collect and process personal information, we comply with the laws of New Zealand, including the Privacy Act 2020, and laws of other countries that apply to us.
In this policy, “we”, “us” and “our” means Bank of New Zealand, New Zealand company number 428849, and “you” and “your” means anyone who uses or applies for Payap or our other products and services, or interacts with us directly or indirectly through another financial institution. If you give us information about another person, please make sure that you have their permission first.
Your bank account provider or debit card issuer may also collect your information in connection with your use of their products or services via Payap. Please refer to their privacy policy in respect of their collection, use and disclosure of your information. For BNZ customers, please refer to the BNZ Master Privacy Policy.
How we’ll tell you if this privacy policy changes
We may update this privacy policy to reflect changes in Payap or our other products or services, and changes in laws that apply to us.
We’ll tell you about those changes at least 14 days before the changes come into effect. If we have to make changes to protect the security of your information, or to comply with a change in the law, we can tell you after we’ve made the change.
Payap and our website will always have the current version of this privacy policy. We may tell you about changes to this privacy policy by notifying you through Payap, putting a notice on our website or sending you an email.
How we collect personal information
We collect information when you interact with us, and from third parties.
When you register for a Payap account
We collect information to help create your account and confirm your identity, including personal and contact details.
When you use Payap, enrol into our rewards programme or interact with us
We collect:
payment and transaction data, including the date, time, amount, frequency, type, location, origin and recipients;
bank account and debit card information, when you link a bank account or debit card or initiate a payment in Payap; information you provide when you enrol into or use our rewards programme, or third-party rewards or loyalty programmes, in Payap;
any other information you choose to input into Payap when you use services;
information on how you use Payap or our associated services, or interact with us, including:
how you interact with us when you use social media, or take part in competitions or promotions;
analytics and data about how you use Payap and our services - for example, which pages you visit on Payap or our website, the type of device you are visiting on, your social media handles, IP address and location data from your device;
any transcriptions or recordings we make when you interact with us, and associated metadata - for example, transcriptions of communications with us in Payap;
information from your device that is necessary to operate core Payap functions, including camera and information from linked apps or services where this is necessary to provide those linked services;
where you enable the relevant feature or device permission, information from your device that is necessary to operate additional features you choose, including location information and contacts;
information we are required to collect from you to manage any requests you make to us; and
information you give us to confirm or update our records, or when you answer questions we ask, raise a concern or complaint, or give us feedback (including your views on Payap and our services).
When we work with third parties or use their information
We collect personal information about you from third parties, so we can offer you our products and services and run our business efficiently, including:
when you link a bank account or debit card in Payap, we collect information from your bank account provider or debit card issuer;
Where you enable the relevant feature and give any required consent, we collect historical non-Payap bank transactions associated with the bank account you link to Payap; and
when we work with third parties to connect third-party products or services into Payap – for example, with gift card providers or loyalty programmes that link in to Payap or our other product or service offerings.
We may also collect your personal information as set out in the BNZ Master Privacy Policy.
How we use personal information
We use your personal information to deliver Payap, and also to manage our business efficiently.
When you use Payap
We use personal information to do the things you expect us to do when you sign up for Payap, or our other products and services, including:
making and managing payments through Payap;
delivering other Payap features and functions, including user-to-user interactions, contact matching, user analytics, and user insights derived from your information;
administering our Payap rewards programme, making available third-party rewards or loyalty programmes in Payap, and personalising in-app offers; and
working with other companies to deliver or improve Payap and our other products, services and communications.
When we market products or services to you or provide personalised recommendations
We use your personal information to decide what marketing or personalised information to send you. We may use your information to deliver marketing that is relevant to your interests, or recommendations based on products or services you use. We may partner with third parties to collect information about how you use Payap or our website. This helps to improve the relevance of the marketing you see.
Marketing messages we send you may include news about products or services we believe will be relevant to you.
If you ask us not to send you any email marketing materials or research surveys, we’ll make that change in our systems as soon as we can. You can opt out of our email marketing communications by:
clicking the ‘unsubscribe’ links when you get marketing emails; or
contacting us through Payap.
If you do opt out, we still have to send you operational communications. These may include messages that are about your use of Payap or our other products or services, and any messages we have to send to comply with New Zealand laws.
We may also use your personal information as set out in the BNZ Master Privacy Policy.
When we share personal information, and who we share it with
We share information with our related companies and other third parties. We only share personal information when we’re allowed to under New Zealand laws or the laws of other countries that apply to us, or when we’re legally required to.
When we share information
We share personal information with third parties:
when we do something that’s part of Payap or another product or service – for example, we initiate a payment you instruct or a payment is made to you via Payap;
when we administer our Payap rewards programme, or make available third-party rewards or loyalty programmes in Payap;
when we develop or update our systems and make changes to Payap; and
as set out in the BNZ Master Privacy Policy.
Who we share your information with
We share personal information with:
your bank account provider or debit card issuer, and your payment recipient, when we initiate a payment you instruct or a payment is made to you via Payap. This may include information needed to process or identify the payment, such as your username, full name, payment amount, transaction details or payment reference;
companies we work with to offer Payap and other products or services, including our Payap rewards programme and third-party rewards or loyalty programmes we make available in Payap. This may include sharing information needed to administer rewards, provide offers confirm eligibility, process redemptions, or support connected products or services;
other Payap users, to enable user-to-user interactions as set out below; and
other entities and persons as set out in the BNZ Master Privacy Policy.
Some of the organisations we share information with may be overseas. Where required we take steps to ensure overseas disclosures are permitted under the Privacy Act 2020. These organisations may not be subject to privacy laws comparable to the New Zealand Privacy Act 2020, and may have to comply with laws that require them to disclose your personal information.
We may also share your personal information as set out in the BNZ Master Privacy Policy.
Sharing to enable user-to-user interactions
Payap allows users to interact with each other to enable user-to-user payment and participation experiences. Your username may be visible to other users in the following ways:
a user can search for you by your username or phone number
if a user enables contact access, Payap can access that user’s device contacts and match contacts with other Payap users by their phone number
your username is always visible within payment transactions, split payments, and payment groups you participate in
your username is visible when you join certain challenges
where you create a payment request link or QR code, your username and any requester details shown in that request, including your mobile number or email address, may be visible to anyone who accesses the link or QR code, including if it is forwarded.
Users can select your username to view the full name that is associated with your linked bank account. This is necessary to help users confirm they are interacting with the right person and to combat fraud. You cannot opt out of this.
In Payap settings, you can choose to share other profile information with users if you wish. If you receive unwanted contact or transactions from another user, you can block that user by contacting Payap customer support. This will prevent that user from interacting with you in Payap.
How we protect personal information
Your privacy is important to us. We take protecting your personal information seriously.
Where and how we store your personal information
We store most of your personal information in New Zealand, Australia or Singapore.
We store personal information electronically and physically. We store electronic information in facilities in New Zealand and overseas, that we manage and that are managed by third parties on our behalf, including cloud storage.
How we protect your information
We comply with laws that require us to protect personal information. For information about how we protect your information, please see the BNZ Master Privacy Policy.
You have the right to access and correct personal information
You, or someone you give authority to, has the right to request access to or correct your personal information.
In most cases you can access or correct your information yourself and you won’t need to submit a request. The fastest way for you to access or correct your everyday information is to check or update your details in Payap. Or you can contact us through Payap, and we’ll do it for you.
If you cannot access or correct the information within Payap, or for more information about how you can exercise your rights to access and correct your personal information, please see the BNZ Master Privacy Policy.
How to get in touch with us
We care about your privacy and welcome your feedback.
For information about how to get in touch with us if you have a question or a complaint about privacy, and what to do if you’re not satisfied with our resolution process, please see the BNZ Master Privacy Policy.
