Privacy Policy

1. Introduction

At Laundry Hub Ltd. ("we", "us", "our"), we are committed to safeguarding the privacy of our website visitors, customers, and service users. This Privacy Policy details how we collect, store, process, protect, and share your personal data when you interact with our online platform, mobile website, and booking dashboard.

By accessing our booking portal, scheduling order collections, or registering an account on our platform, you consent to the processing practices described in this policy. If you do not agree with any terms outlined here, please refrain from using our services.

2. Data Controller & Governing Law

For the purpose of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, the data controller is Laundry Hub Ltd. Ltd, registered in England & Wales.

We process personal data in strict compliance with the UK GDPR, the Data Protection Act 2018 (DPA 2018), and the Privacy and Electronic Communications Regulations (PECR). Our data handling practices are designed to adhere to Google API Services User Data Policy, Stripe Services Agreement, and relevant UK commercial safety guidelines.

3. Information We Collect

We collect various types of personal information to provide and improve our laundry and delivery services. The data collected includes:

• Identity Data: First name, last name, title, and customer ID.
• Contact Data: Billing address, shipping/collection address, postcode, email address, and telephone/mobile number.
• Transaction & Billing Data: Details about payments to and from you, booking history, selected service categories, laundry weights, custom adjustments, and WooCommerce order identifiers.
• Technical Data: Internet Protocol (IP) address, login metadata, browser type, operating system, and geolocation tags captured during collection and delivery updates.
• Special Category Data (Verification): For special student packages, we securely collect university details and a copy of your Student ID card solely for package eligibility verification.

4. How We Use Your Data

We process your personal information based on specific legal grounds under the UK GDPR, including contract execution, legal compliance, and legitimate interests:

• Execution of Contract: To manage registrations, process checkout requests, validate postcodes, schedule collections and deliveries, and update order statuses.
• Payment Handling & Fraud Prevention: To securely handle Stripe transactions, process card holds, coordinate COD (Cash on Delivery) records, and issue customer adjustments/refunds.
• Verification of Offers: To verify eligibility for student packages, loyalty codes, and auto-applied volume discounts.
• Service Optimisation: To enable drivers to locate addresses using postcodes, document bags delivered/collected, and save customer signatures or photos for proof of delivery.

5. Transactional SMS & Email Alerts

To keep you informed at every stage of your order, we trigger automatic transactional alerts to your registered email and mobile number. Under the PECR guidelines, these operational alerts do not constitute direct marketing and are essential for contract execution:

• Booking Confirmations: Emailed immediately upon order checkout, confirming collection times, delivery schedules, and the estimated due balance.
• Verification & Adjustments: Sent via SMS and email if our staff modifies weight details or applies auto-discounts during item verification at the facility.
• Stripe Charge & Refund Logs: Sent automatically to notify you of card charges, holds, and refunds issued in Stripe.
• Driver Status Updates: SMS alerts sent when a driver is en route, has arrived, or has completed a collection/delivery.

6. Cookies & Tracking Technologies

We use cookies and similar session tokens to track user progress through the multi-step booking form and remember cart items:

• Essential Cookies: Necessary for checkout navigation, WooCommerce session continuity, user login state, and secure Stripe payment processing.
• Analytical Cookies: To measure user behaviors and booking completion rates, helping us optimise site speed and design layout.

You can manage cookie settings in your browser at any time. Blocking tracking or essential storage cookies may impact the booking engine functionality.

7. Third-Party Data Disclosures

We do not sell, rent, or trade your personal information. We share your data only with verified service providers to ensure the secure processing of your order:

• Payment Processors: Stripe Inc. handles all credit and debit card transactions securely under PCI-DSS standards. We do not store full credit card details on our servers.
• Telecommunication Networks: SMS gateways (e.g., Twilio or other UK SMS providers) are used to dispatch transactional booking alerts.
• Postcode & Address Services: Address search services are used to parse postcode strings into valid shipping coordinates.
• Legal Requirements: We may disclose details if required to do so by UK law, government authority, or law enforcement bodies.

8. Data Security & Storage Boundaries

We have implemented robust, commercial-grade administrative, technical, and physical security measures to protect your personal data from loss, unauthorized access, alteration, or disclosure:

• All checkout and profile communication is encrypted using secure SSL/HTTPS channels.
• Staff access to customer contact sheets, addresses, and registration details is restricted strictly to authorized employees.
• Personal details are stored on secure servers within the United Kingdom or the European Economic Area (EEA) and are kept only as long as necessary to fulfill accounting and order tracking purposes.

9. Your UK GDPR Rights

Under the UK GDPR and the Data Protection Act 2018, you possess several legal rights regarding the collection and processing of your personal data:

• Right of Access: You can request a copy of the personal data we store about you.
• Right to Rectification: You can request that we update or correct inaccurate or incomplete data.
• Right to Erasure ("Right to be Forgotten"): You may request that we delete your personal information, subject to statutory bookkeeping and transaction tracking rules.
• Right to Data Portability: You can request that we export your data to another service provider in a structured format.

10. Contact Us & Complaints

If you have any questions about this Privacy Policy, wish to exercise your data protection rights, or would like to submit a data erasure request, please contact us at admin@laundryhubltd.com.

If you remain unsatisfied with our handling of your personal data, you have the right to lodge a formal complaint with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection (at ico.org.uk).