policies and consents.
Draft for legal review. Adapted from the Equity Now NZ legal pages for RentalFlow. Items marked like this need confirming. Remove this banner before launch.
Privacy Policy
Last updated: date to confirm at launch
Our commitment to your privacy
Real Flow Finance (NZ) Limited trading as RentalFlow (“RentalFlow”, “we”, “us”, “our”) is committed to protecting your personal information. This policy explains how we collect, use, store and disclose personal information in line with the Privacy Act 2020 and other relevant New Zealand law.
Who we are
RentalFlow provides funding to owners of residential investment properties for approved property expenses, repaid from the property’s rental income through the owner’s property manager. Real Flow Finance (NZ) Limited is registered as a financial service provider (FSP1003035). Some of our loans may be regulated under the Credit Contracts and Consumer Finance Act 2003.
Real Flow Finance (NZ) Limited is part of the Real Flow group. Confirm which related Australian entities, if any, need to be named here for RentalFlow
What personal information we collect
The personal information we collect depends on how you deal with us. It may include:
- your name, date of birth, address, email and phone number
- identification documents and information needed to verify your identity
- details of your investment property, ownership, lease, rental income, mortgage and insurance
- details of your property manager or agency
- financial information, such as income, assets and liabilities
- information about your dealings with us, including applications, enquiries and complaints
In some cases, such as a financial hardship application, we may need to collect sensitive information, such as health details. We only collect sensitive information with your consent.
Why we collect it
We collect personal information so we can assess and provide RentalFlow funding, manage your loan, verify your identity, meet our legal obligations (including under the Anti-Money Laundering and Countering Financing of Terrorism Act 2009), respond to enquiries and complaints, and improve our products and services.
How we collect it
Where practical, we collect personal information directly from you, for example through our website, application form, phone or email. We may also collect it from your property manager or agency, credit reporting agencies, public registers, our service providers and other people you authorise.
If you give us personal information about someone else, such as a co-owner, please make sure they know you are doing so and that they can access this policy.
Who we share it with
We may disclose your personal information to:
- your property manager or agency, so repayments can be made from your rental income
- our related companies, funders and financial partners
- service providers who help us run our business, such as IT, document and identity verification providers
- credit reporting agencies, debt collectors and our professional advisers
- anyone you authorise, and anyone we are required or permitted by law to share it with
Storing information overseas
Some of our systems and service providers are located outside New Zealand, including in Australia. Where we send personal information overseas, we take reasonable steps to make sure it is protected in a way that is comparable to the protections in the Privacy Act 2020. Legal to confirm; Equity Now’s policy states overseas recipients are not required to meet NZ standards
Credit reporting
We may obtain credit information about you from a credit reporting agency to assess your application, and we may provide information to credit reporting agencies about your loan, including any overdue payments. Confirm credit reporting agency used, for example Centrix, and align with the no credit score check messaging
Direct marketing
We may use your contact details to tell you about RentalFlow and other Real Flow products by email, SMS, phone, mail or social media. You can opt out at any time by using the unsubscribe link or contacting us.
Accessing and correcting your information
You can ask to access or correct the personal information we hold about you by contacting our Privacy Officer. We will respond within 20 working days. If we decline your request, we will tell you why.
Keeping your information secure
We take reasonable steps to protect your personal information from loss, misuse and unauthorised access. We keep it only for as long as we need it for the purposes above or as required by law, and then securely destroy it.
Privacy complaints
If you have a concern about how we have handled your personal information, please contact our Privacy Officer. We will investigate and respond to you. If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner at privacy.org.nz.
Changes to this policy
We may update this policy from time to time. The current version will always be available on this page.
Privacy Officer, Real Flow Finance (NZ) Limited t/a RentalFlow
Level 4, 155-167 Fanshawe Street, Auckland CBD, Auckland 1010 confirm address. The draft loan contract shows Level 4, 155-157 Fanshawe Street
Phone: 0800 100 265
Email: info@rentalflow.co.nz confirm, or set up privacy@rentalflow.co.nz
Terms of Use
Last updated: date to confirm at launch
These terms apply to your use of rentalflow.co.nz (the “website”), operated by Real Flow Finance (NZ) Limited trading as RentalFlow.
Accepting these terms
By using the website, you agree to these terms and our Privacy Policy. We may change these terms at any time by updating this page, and your continued use of the website means you accept the changes.
Applying for funding
Nothing on the website is an offer of credit. All applications are subject to our responsible lending criteria, fees, terms and conditions at the time of application. We recommend you seek independent financial advice before entering into any loan.
To apply, you must live in New Zealand or Australia and be a New Zealand or Australian citizen or permanent resident. We are unable to accept applications from people living overseas.
Calculators and information
Any calculator or estimate on the website is a guide only and does not take your circumstances into account. The information on the website is general in nature, may change without notice, and is provided without warranty. We are not liable for any loss arising from your reliance on it.
Security
Information sent over the internet cannot be guaranteed to be completely secure. You send information to us at your own risk.
Links to other websites
The website may link to websites operated by others. These links are provided for convenience only and do not mean we endorse those websites. We are not responsible for their content or privacy practices.
Intellectual property
The content of the website, including text, images, logos and design, is owned by or licensed to Real Flow Finance (NZ) Limited. You may view and print it for personal, non-commercial use only.
Limitation of liability
To the extent permitted by law, the website is provided “as is”, and we are not liable for any direct or indirect loss arising from your use of it. Nothing in these terms limits any rights you have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 that cannot be excluded.
Commissions
RentalFlow may pay a commission or referral fee to an introducer, such as a property manager or agency, who refers you to us. Any such commission will be shown in your loan contract. Wording aligned with the Introducer’s Commissions clause in the draft RentalFlow NZ loan contract. Add referral offer details once confirmed after the 19 November meeting
Suspension of access
We may suspend or end access to the website, or change or discontinue it, at any time without notice.
Governing law
These terms are governed by New Zealand law, and you submit to the non-exclusive jurisdiction of the New Zealand courts.
Contact us
Phone: 0800 100 265
Email: info@rentalflow.co.nz
Compliments and Complaints
Last updated: date to confirm at launch
We value your feedback. Whether you want to tell us what we did well or let us know where we fell short, we want to hear from you.
Giving a compliment
If you have had a great experience with RentalFlow, email us at info@rentalflow.co.nz. We will pass it on to the team.
Making a complaint
You can make a complaint by phone, email or post using the details below. Here is how we will handle it:
- We will acknowledge your complaint straight away if you make it by phone, or within five working days if you make it in writing.
- We aim to resolve your complaint within five working days and will let you know the outcome in writing. If we need more time, we will keep working on it with the aim of resolving it within 20 working days.
- If we cannot resolve your complaint within 20 working days, we will write to you to explain why and let you know when we expect to respond.
If you are not satisfied
If you are not happy with our response, or your complaint has not been resolved within 40 working days, you can refer it to our independent dispute resolution scheme, Financial Services Complaints Limited (FSCL). FSCL’s service is free.
Financial Services Complaints Limited (FSCL)
Phone: 0800 347 257 or 04 472 3725
Email: info@fscl.org.nz
Post: PO Box 5967, Wellington 6140 The draft RentalFlow NZ loan contract lists complaints@fscl.org.nz and Level 4, 101 Lambton Quay, Wellington 6011. Confirm current FSCL details so both match
Contact RentalFlow
Phone: 0800 100 265
Email: info@rentalflow.co.nz
Post: Real Flow Finance (NZ) Limited t/a RentalFlow, Level 4, 155-167 Fanshawe Street, Auckland CBD, Auckland 1010 confirm, Equity Now uses PO Box 331565, Takapuna, Auckland 0622
Financial Hardship
Last updated: date to confirm at launch
Are you experiencing financial hardship?
Sometimes life changes unexpectedly. Illness, injury, a change in income or the end of a relationship can make it hard to meet your repayments. If this happens, Real Flow Finance (NZ) Limited trading as RentalFlow will work with you to find a solution.
How to apply
If you are unable to reasonably make your repayments because of illness, injury, loss of employment, the end of a relationship or another reasonable cause, you may be able to apply for a hardship variation. Contact us as soon as you can by emailing info@rentalflow.co.nz or calling 0800 100 265. To apply, make your application in writing, explain the reasons, and tell us whether you would like:
- an extension of your loan term, which reduces each repayment
- a postponement of your repayment dates, for a period you specify
- or both
Our team will talk through your options with you.
We may ask for supporting documents, such as:
- recent bank statements, payslips or other evidence of income
- documents about your situation, such as an ACC letter or medical certificate
- information about your property, such as a vacancy or a change in rent
Once we have assessed your application, we will let you know the outcome and the options available, which may be temporary or permanent changes to your loan.
Pausing your repayments
If your property is vacant or the rent falls into arrears, you can ask in writing to pause your repayments for up to 3 months. Tell us the reason and how long you need, which can be less than 3 months. A pause can be used once during your loan. The draft RentalFlow NZ loan contract (Sept 2025) has no repayment pause clause. Confirm whether one is being added, and replace this with the contract wording
Free, independent help
If you are worried about your finances, free and confidential help is available:
- MoneyTalks: www.moneytalks.co.nz or 0800 345 123
- Sorted: sorted.org.nz
Contact us
Phone: 0800 100 265
Email: info@rentalflow.co.nz
Privacy Consent
Last updated: date to confirm at launch
By applying for RentalFlow funding, you authorise Real Flow Finance (NZ) Limited trading as RentalFlow and its related companies (“RentalFlow”) to collect, use and disclose your personal information to arrange and provide credit, and to tell you about Real Flow products. You acknowledge that you have read the RentalFlow Privacy Policy on this page.
In particular, you agree that RentalFlow may:
- obtain commercial credit information about you to assess your application or collect overdue payments
- obtain consumer credit information about you from a credit reporting agency to assess your application
- use your personal information to collect overdue payments
- exchange information with other credit providers named in your application or in a credit report
- exchange information with your property manager or agency, including to arrange for repayments to be made from your rental income
- exchange information with any broker, adviser or referrer involved in your application
- give information to credit reporting agencies, including details of your loan, payments more than 60 days overdue, and any serious credit infringement
- disclose information to funders or other parties in connection with funding or selling our loans
- disclose information to any guarantor, or proposed guarantor, of your loan
- disclose information to any co-owner or mortgagee of the property
- disclose information to any industry body, dispute resolution scheme, tribunal or court in connection with a complaint or dispute
- disclose information as required by law, or to service providers who help us provide our services
- collect and verify information to identify you under the Anti-Money Laundering and Countering Financing of Terrorism Act 2009
Electronic identity verification
To verify your identity, we may check your name, date of birth and address with a credit reporting agency or other identity verification service. If you would prefer us to verify your identity another way, please let us know.
If you do not give us the personal information we ask for, we may not be able to process your application or provide credit.
Electronic Communication Consent
Last updated: date to confirm at launch
To: Real Flow Finance (NZ) Limited trading as RentalFlow
By applying for RentalFlow funding, you consent to receiving notices, statements and other documents from us electronically. You acknowledge that:
- we may stop sending you paper copies of notices and documents
- we may send documents to the email address you give us, or send you an email telling you where to view or download them
- you should check your nominated email address regularly and tell us if it changes
- you have the ability to view, save and print electronic documents
You can withdraw this consent at any time by contacting us, provided we can agree on a suitable way for us to communicate with you.
Contact us
Phone: 0800 100 265
Email: info@rentalflow.co.nz