Privacy Policy

1. Introduction

Laundrish Limited ("Laundrish", "we", "us", "our") is committed to safeguarding the privacy and personal data of users of our websites (including Laundrish.com and any related domains) and our mobile applications (together, the "Sites"), as well as customers who use our laundry, dry cleaning and related services (the "Services").

This Privacy Policy explains how we collect, use, disclose, store and protect personal data, and describes the rights available to individuals under applicable data protection law. For the purposes of the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, Laundrish is the data controller of the personal data described in this Privacy Policy, unless stated otherwise.

2. Contact Details

If you have questions, requests, or wish to exercise your rights, you can contact us at:

Customer Services: help@laundrish.com
Data Protection Officer (DPO): dpo@laundrish.com

3. How We Collect Personal Data

We collect personal data in the following ways:

Directly from you when you create an account, place an order, provide delivery instructions, or communicate with us.
Automatically when you browse or use our Sites, through cookies and similar technologies, and through device/app analytics.
From third parties such as payment processors, fraud prevention providers, advertising/analytics platforms, and technology partners, where permitted by law.

4. Categories of Personal Data We Collect

Depending on how you use our Sites and Services, we may collect the following categories of personal data:

4.1 Identity and Account Data

Name, username/account identifiers, password (stored securely), and account preferences.

4.2 Contact and Address Data

Email address, telephone number, collection and delivery address, building access details, and delivery notes.

4.3 Order and Service Data

Order contents, service selections (e.g., laundry, dry cleaning, ironing, bedding), item/service categories, special instructions, order history, and customer support interactions relating to an order.

4.4 Payment and Transaction Data

Payment method details (processed by our payment providers), transaction confirmations, authorisations, refunds where applicable, and records required for accounting and reconciliation.

4.5 Communications Data

Messages exchanged with us via email, telephone, live chat, WhatsApp (where used), and in-app notifications. Where calls are recorded, this is for training, quality assurance, and service improvement purposes.

4.6 Device, Usage and Technical Data

IP address, browser type, operating system, device identifiers, connection type, cookie identifiers, app events, performance diagnostics, crash logs, and interaction data.

4.7 Location Data (where applicable)

Where you use our Services via a mobile device and permit location access, we may process location data (or approximate location) to improve coverage checks, routing, and service reliability. You can control location permissions through device settings.

4.8 Special Category Data (Health Data)

We process health information only where you voluntarily provide it and explicitly consent, for example, if you notify us of skin allergies relevant to handling your items.

5. How We Use Personal Data (Purposes)

We use personal data for the following purposes:

5.1 Service Delivery and Account Administration

Creating and administering your account.
Processing orders, facilitating collection and delivery, and providing customer support.
Communicating with you about your order, including changes, delays, access issues, and completion notifications.
Managing quality control and handling complaints.

5.2 Express / Same-Day Services (Operational Priority Communications)

Where you select or enquire about an Express Same-Day or other time-sensitive service, we may use your personal data to:

confirm eligibility and availability (including by postcode/area coverage);
coordinate time-critical collection and delivery logistics;
send real-time service updates by email, SMS, in-app notification, telephone, live chat, or WhatsApp (where used);
resolve urgent operational matters (e.g., building access, driver arrival, address confirmation); and
process payments necessary to complete delivery where applicable.

These messages are operational and are not marketing communications.

5.3 Payment Processing and Fraud Prevention

Processing transactions through payment providers.
Conducting fraud checks and preventing misuse of our Sites and Services.
Protecting customers and Laundrish from suspicious or unlawful activity.

5.4 Improvement, Analytics and Product Development

Understanding how our Sites and Services are used.
Improving customer experience, reliability, and operational planning.
Testing and developing new features and services.

5.5 Marketing and Promotions (Where Permitted)

Sending information about offers, products and services that may be of interest, where you have consented or where we may lawfully rely on legitimate interests and you have not opted out.
Personalising advertising and promotional content displayed on third-party platforms where permitted.

5.6 Legal, Regulatory and Claims

Creating and maintaining records required by law.
Enforcing contractual terms, resolving disputes, and exercising or defending legal claims.

6. Lawful Bases for Processing (UK GDPR)

We process personal data only where we have a lawful basis. Depending on the context, this may include:

Contract: processing necessary to provide the Services you request.
Legitimate interests: improving services, ensuring security, preventing fraud, and communicating with customers about operational matters. Where we rely on legitimate interests, we consider the impact on your rights and freedoms.
Consent: for certain marketing communications and for special category data (e.g., allergy information) where provided.
Legal obligation: compliance with applicable laws and regulatory requirements.

7. WhatsApp Live Chat and Messaging Channels

Where we make WhatsApp Live Chat available (or otherwise communicate via WhatsApp):

we will process the content of messages and associated contact details to respond to enquiries, support orders, and resolve operational issues;
WhatsApp is a third-party messaging platform, and its own privacy practices may apply; and
you should avoid sharing special category data (such as health details) over WhatsApp unless necessary. If you do share it, we will handle it in accordance with this Privacy Policy.

8. Cookies and Similar Technologies

We use cookies and similar technologies to operate our Sites, enhance functionality, analyse usage, and (where applicable) deliver relevant advertising.

You can adjust cookie settings through your browser and, where available, via cookie preference tools. If you disable cookies, parts of the Sites may not function correctly.

For further details, please see our Cookie Policy: https://www.laundrish.com/cookies.

9. Direct Marketing Preferences

Where we send marketing communications, you can control preferences by:

using the unsubscribe link in marketing emails;
updating marketing preferences in your account (website/app); and/or
contacting us at help@laundrish.com or dpo@laundrish.com.

Operational communications about your orders (including Express Same-Day updates) may still be sent as they are required to provide the Services.

10. Automated Decision-Making and Fraud Screening

We conduct fraud and risk assessments to protect customers and Laundrish. In certain circumstances, automated systems may indicate a high risk score and we may decline an order or restrict access to the Sites.

You have the right to contest a decision and request more information by contacting us as set out in section 2.

11. Data Sharing and Disclosure

We share personal data only where necessary and proportionate, including with:

11.1 Service Providers and Partners

Payment processors and fraud prevention providers.
IT and hosting providers (including cloud services).
Dry cleaning and laundry facility partners to fulfil your order and handle relevant instructions (including allergy information where provided and necessary).
Couriers/scouts/drivers for collection and delivery.
Customer support partners assisting with service delivery and issue resolution.
Marketing and advertising partners where permitted and in line with your preferences.

We require service providers to implement appropriate security and confidentiality measures and to process data only for authorised purposes.

11.2 Legal and Regulatory Disclosures

We may disclose personal data where required by law, regulation, or lawful request, or where necessary to prevent fraud or crime, or to protect the rights of Laundrish, our partners, and others.

11.3 Corporate Transactions

If Laundrish is involved in a merger, acquisition, sale, restructuring, or similar transaction, personal data may be disclosed to advisers and counterparties, subject to appropriate safeguards.

12. International Transfers

Where personal data is transferred outside the UK or the European Economic Area, we will use appropriate safeguards, such as adequacy decisions or approved contractual protections, to ensure a level of protection consistent with applicable law.

13. Data Retention

We retain personal data only for as long as necessary for the purposes described in this Privacy Policy, including to:

provide Services and maintain business records;
comply with legal and regulatory obligations;
resolve disputes and enforce agreements; and
prevent fraud and protect the integrity of our Sites.

When data is no longer required, we securely delete or anonymise it.

14. Security

We implement technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.

You are responsible for maintaining the confidentiality of your login credentials. No method of transmission over the internet is completely secure; however, we apply strict controls and procedures to mitigate risk.

15. Your Rights (UK GDPR)

Subject to conditions and exemptions under UK GDPR, you may have the right to:

access your personal data;
rectify inaccurate or incomplete data;
request erasure (deletion) in certain circumstances;
restrict processing in certain circumstances;
object to processing, including direct marketing and profiling;
data portability (where applicable); and
withdraw consent at any time where processing is based on consent.

To exercise your rights, contact our DPO at dpo@laundrish.com. We may need to verify your identity before fulfilling requests.

16. UK GDPR Notice for UK Customers

For UK customers, Laundrish processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. You have the right to lodge a complaint with the UK supervisory authority, the Information Commissioner's Office ("ICO").

17. Complaints (ICO)

If you are dissatisfied with our handling of your personal data, you may contact the ICO:

Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

Telephone: 0303 123 1113

Website: www.ico.org.uk

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post updates on our Sites and, where appropriate, notify you via email or app notification.

This Privacy Policy was last updated 15-06-2018

19. Company Details

Laundrish Ltd, 34B Spaces Business Centre, 15-17 Ingate Place, London, SW8 3NS, UK