Operational Policies & Guidelines

1.1 Supplementary and procedural: These policies describe how we administer our services day to day. They are operational and procedural; they do not create, vary, or remove legal rights or obligations.

1.2 Subordinate to Terms and law: These policies are subordinate to our Terms of Service and to your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020, Contract and Commercial Law Act 2017, and other applicable enactments. Where there is any inconsistency, the Terms and the law prevail (see Terms §18.4–18.6).

1.3 Live document: This is a live document. Because these are operational policies and not contract terms, we may update them at any time without individual notice. No update will increase the price of a booking you have already accepted, reduce your statutory rights under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or Privacy Act 2020, or remove your right to raise or pursue a dispute — those changes are made only through the Terms of Service. The current version is always the one published here.

1.4 Availability: The current policies are published here and are available on request. Key process information for your specific job is shown in your customer or dispute portal.

1.5 Raising a concern: If you believe a policy has been applied unfairly, you may raise it through our dispute resolution process (see Terms §15). You retain all rights under Terms §18.5.

2.1 Booking: Jobs are created from a phone call, the booking form, or an AI voice agent. A deposit or card pre-authorisation may be taken to confirm the booking. We coordinate an appropriate contractor from our network for your location and service.

2.2 Coordination platform: EEK Mechanical is a coordination platform that arranges misfuel, fuel-contamination, water-in-oil, roadside and related remediation through its contractor network. The contractor performs the physical work; EEK coordinates, bills, and manages the job record.

2.3 Milestones: Each job progresses through tracked milestones (for example: deposit paid, contractor allocated and accepted, vehicle/vessel delivered, investigation, repair, billing, payment, ready for pickup, collected). Your portal reflects the current status.

2.4 Estimated times: Any time or ETA we give is an estimate made in good faith and may change with traffic, weather, parts availability, tides (for vessels), or job complexity. Verbal estimates are indicative; the final position is recorded in your portal and invoice.

2.5 Completion: On completion and settlement, we arrange release/collection, issue final documentation, and, where applicable, generate an insurance report.

3.1 Channels: We communicate by phone, SMS, email, in-portal messaging, and AI voice/chat agents. The right channel depends on the job stage and your preferences on file.

3.2 SMS in New Zealand: In New Zealand we use SMS (via our messaging provider) for transactional updates. We do not use WhatsApp for New Zealand numbers. SMS is transactional only; reply STOP to opt out of non-essential messages. Opting out of marketing does not stop essential job-critical or legal notices.

3.3 AI agents: Some communications are handled by our AI agents (for example SquEEK for messaging, and our voice agents). AI agents act within defined guardrails and under human oversight. Statements made by an AI agent do not vary the Terms (see Terms §18.3).

3.4 Multilingual: Our agents can operate in multiple languages; we record your preferred language to keep communications consistent.

3.5 Account holder only: We correspond about an account only with the verified account holder, or with a contact the account holder has authorised and we have accepted. We will not discuss a job with an unauthorised third party (see Policy 5 and 6).

3.6 Recording: Calls may be recorded and transcribed for quality, training, accuracy of the job record, and dispute evidence. See Policy 6.

4.1 Where AI is used: AI assists with customer messaging, voice handling, drafting, triage, content, report drafting, and internal analysis. All server-side AI is routed through our approved providers.

4.2 Human oversight: AI output that affects a customer’s rights — such as a formal dispute decision, a specialist report, or a chargeback rebuttal — is reviewed by a human before it is relied on externally.

4.3 Accuracy: We take reasonable steps to keep automated outputs accurate and consistent with the job record. If you think an automated message is wrong, tell us through your portal and we will check it.

4.4 No substitute for the Terms: Automated statements are operational, not contractual. The Terms and the documented job record govern.

5.1 Verification: Before discussing job details we verify the caller or sender against the account record (for example registered phone or email, and job reference). Unverified contacts are not given personal or job information.

5.2 Authorised contacts: An account holder may ask us to add an authorised contact (sub-account). We may accept or decline a particular representative. Authorisation should be clear and is recorded on the job.

5.3 Unrecognised callers: When an unrecognised person contacts us about a job, our privacy process may seek the account holder’s approval before any access is granted. No job detail is disclosed in the meantime.

5.4 During a dispute: While a dispute is open we deal only with the verified account holder and do not add new authorised contacts until the dispute resolves (see Policy 9 and Terms §15.3B).

6.1 Collection and use: We collect the information needed to deliver and administer the service (contact details, vehicle/vessel and job details, payment and communication records). We use it for that purpose and directly related purposes. See our Privacy Policy.

6.2 Disclosure (IPP 11): Under the Privacy Act 2020 we do not disclose your personal information to any other person unless you have authorised it or another lawful exception applies. We will not discuss your account with a spouse, relative, or other third party without your authority.

6.3 Your access (IPP 6): You may access your own information; the portal is the primary channel through which we provide it. A person may act for you only with your written authority, which we are not obliged to accept.

6.4 Recordings and transcripts: Call recordings and transcripts are retained as part of the job record for quality, accuracy, and dispute evidence, and handled in line with the Privacy Act.

6.5 Retention and minimisation: We retain information for as long as needed for the service, legal, accounting, and dispute purposes, and avoid logging unnecessary personal information.

6.6 Content anonymisation: Where we publish stories, news, or insights, customer information is anonymised or used only with appropriate consent.

7.1 Deposits and pre-authorisation: A deposit or card pre-authorisation may be taken at booking and captured before or at final billing. Pricing is set out in the Rate Card and the Terms; fees are not hardcoded and are read from our current pricing.

7.2 Invoicing and auto-billing: When an invoice is issued we may charge a saved card where you have authorised it. Money values are handled in cents internally and shown to you in dollars.

7.3 Currency: New Zealand jobs are billed in NZD. Currency handling is set out in the Terms §6.

7.4 Bank transfer: Where card payment is unavailable (for example during a dispute, see Policy 9), we provide bank-transfer details on your invoice and in your portal.

7.5 Interim charges: Approved additional charges are shown as separate line items and paid inline; they do not change the job status on their own.

8.1 Lien: EEK Mechanical and its contractor may hold a lien over a serviced vehicle or vessel for unpaid charges, and may retain possession until paid in full. The legal basis is in the Terms §8 (vehicles) and Terms §20 (vessels).

8.2 Storage — vehicles: Where a vehicle is retained under lien for an unpaid or disputed invoice, storage accrues at the fixed daily rate set in the Terms and Rate Card. This is automatic, not discretionary, and is shown on your customer screens.

8.3 Storage — vessels: Vessels are not subject to the fixed land-storage rate. Marine berthage, mooring, hardstand, slipway, and haul-out costs are variable and administered under Terms §20.9.

8.4 Release: A vehicle or vessel is released for collection once the balance is settled (or other release conditions in the Terms are met). Contractors generally will not release before payment, consistent with their own lien.

8.5 Release communications: We do not issue "ready for collection" notices while a dispute is open and a balance is owing; release follows settlement.

8.6 Premises & asset protection: Where a vehicle or vessel is held under lien — particularly during a dispute — and the customer, or a person acting for or associated with them, indicates an intention to attend the contractor’s premises, or attends, in a way that gives reasonable cause for concern for the safety of people on site or the security of the held asset, we may arrange proportionate protective measures (for example a static security guard). This is a safety and asset-preservation step under our duties in the Health and Safety at Work Act 2015 and our right as lienholder to preserve possession of the held goods. We take only measures that are reasonable and proportionate to the concern. Where measures are reasonably required as a result of that conduct, their actual reasonable cost — charged at cost, without margin, as a separate line item with the basis recorded on the job file — may be passed on to the customer as a preservation/enforcement cost under Terms §8.10.

9.1 Two situations: A dispute may arise after a job is fully paid, or while a job is in progress with a balance owing. In the in-progress case the lien continues and storage accrues per Policy 8 until the dispute resolves.

9.2 Portal-only: Once a dispute is open, all correspondence is conducted exclusively through the dispute portal. We do not action dispute correspondence by email, SMS, or phone other than to direct you back to the portal. This keeps a single, complete, time-stamped record (see Terms §15.3A).

9.3 Account holder only: We engage only with the verified account holder. Under the Privacy Act 2020 (IPP 11) we cannot disclose account or dispute detail to third parties, and we will not add secondary contacts during a dispute (see Terms §15.3B).

9.4 Consistent response: During lockdown, our response is deliberately constant: resolve the dispute in the portal, or withdraw it. This is not disengagement — the portal is fully open to you at all times.

9.5 Payments during a dispute: Card and automated payment routes are disabled during a dispute to avoid chargeback complications; payment, if any is due, is by bank transfer using the details shown in the portal.

9.6 Engagement window and decision: Where we open a dispute proactively, you have five business days to engage. We then issue a formal written decision on the available evidence (see Terms §15.4A–15.6).

9.7 Withdrawal: You may withdraw a dispute in writing in the portal; we then issue a closure record and restore normal access (see Terms §15.15).

9.8 External escalation: After the internal step you may escalate to the Disputes Tribunal or other external bodies (see Terms §15.9 and §15.12).

10.1 Customer-pay (standard): In most cases you pay EEK Mechanical, and claim reimbursement from your insurer independently using the report and certificate we provide. See Terms §9.

10.2 Insurer-pay (where agreed): Where we agree in writing to invoice an insurer directly, you remain the primary debtor; if the insurer does not pay in full, the balance becomes payable by you (see Terms §9).

10.3 Insurer correspondence: Insurer and assessor correspondence is handled through our claims inbox and matched to the job by claim reference and registration. Insurer parties are verified before substantive disclosure.

11.1 Standard insurance reports: AI-assisted insurance reports supporting a routine claim are produced as part of the service and are not separately charged.

11.2 Specialist (human-prepared) reports: Where a matter requires a human-prepared specialist report (for example a formal technical or evidential report), time is charged at the specialist report rate set in the Terms and Rate Card.

11.3 Sign-off: Completed reports may require contractor sign-off and are recorded against the job.

12.1 Engagement: Contractors are independent businesses in our network, allocated by location and capability. They accept jobs and perform the work; EEK coordinates and bills.

12.2 Payout options: Contractors are paid by a one-time loaded card or by bank transfer after the customer has settled. Payout is administered through our banking provider and reconciled per job.

12.3 Remittance: A remittance record is generated when a payout is collected or confirmed.

12.4 Standards: Contractors are rated and subject to quality review; underperforming or non-responsive contractors may be escalated, suspended, or removed.

13.1 Cancellations and refunds: Cancellation and refund handling is set out in the Terms §7. Refunds never exceed the economic value originally paid.

13.2 Settlements: Where a full-and-final settlement is offered, it is presented in a dedicated settlement portal with a defined acceptance window; on acceptance, any agreed refund is processed.

13.3 Chargebacks: We respond to card chargebacks with evidence from the job record (terms acceptance, communications, payment history, decision documents). Initiating a chargeback inconsistent with a withdrawal or settlement may be relied on against you (see Terms §15.11 and §15.15).

14.1 Internal first: Raise any concern with us first through your portal or the dispute process. This is the mandatory first step before external escalation (see Terms §15.5).

14.2 External bodies: After the internal step you may contact the Disputes Tribunal, Consumer NZ, the Commerce Commission, or MBIE. We co-operate fully with lawful enquiries from these bodies (see Terms §15.12).

15.1 Content: We publish news, insights, and customer stories. Content is generated and reviewed against guardrails for accuracy and tone before publication.

15.2 Privacy in content: Customer data is anonymised before use in public content unless specific consent applies (see Policy 6.6).

15.3 Marketing consent: Non-essential marketing messages are subject to opt-out; transactional and legal notices are not marketing.

16.1 Security: We protect secrets and credentials, restrict access to job and payment data, and avoid exposing personal information in non-secure logs.

16.2 Fraud and abuse: Suspected fraud, payment abuse, or attempts to obtain information without authority are recorded, may halt a process, and may be referred to the relevant authority. Threats or harassment of staff or contractors may result in restriction to portal-only contact.

17.1 Consumer law: Consumer Guarantees Act 1993 and Fair Trading Act 1986 — we do not contract out of non-excludable consumer guarantees, and we keep our communications and terms fair and not misleading.

17.2 Privacy: Privacy Act 2020 — including Information Privacy Principle 6 (access) and Principle 11 (limits on disclosure).

17.3 Liens and security: Contract and Commercial Law Act 2017, Personal Property Securities Act 1999, Wages Protection and Contractors’ Liens Act Repeal Act 1987, and (for vessels) the Admiralty Act 1973 and Ship Registration Act 1992.

17.4 Disputes: Disputes Tribunal Act 1988 — internal resolution as a first step, and determination on the substantial merits.

17.5 Jurisdiction: New Zealand law governs, and the New Zealand courts and tribunals have jurisdiction (see Terms §15.7).