Privacy Policy

The personal information we collect depends on how you interact with us and which services you request.

2.1 Information submitted through our Contact Us form

When you submit an enquiry through our Contact Us form, we collect:

• Full name.
• Phone number.
• Email address, which is optional.
• Enquiry subject.
• Message.

Full name, phone number, enquiry subject and message are required to submit the form. Providing an email address is optional.

We use this information to respond to enquiries, provide customer support and address questions or requests concerning our laundry services.

2.2 Information submitted through our Book a Pickup form

When you request a laundry pickup through our website, we collect:

• Full name.
• Mobile or WhatsApp number.
• Email address, if provided.
• Complete pickup address.
• Google Maps location link, if provided.
• Selected laundry service.
• Preferred pickup date.
• Preferred pickup time slot.
• Special instructions, if provided.
• Contact consent confirmation.

Full name, mobile number, pickup address, selected service, preferred pickup date, preferred time slot and the required contact-consent checkbox are mandatory. Email address, Google Maps location link and special instructions are optional.

The pickup address is normally used as the default address for both collection and return delivery. If you require delivery to a different address, you can communicate this to our team through WhatsApp or telephone so that the necessary arrangements can be made.

We use these details to receive and manage your booking request, coordinate collection, provide the requested laundry service and arrange return delivery.

2.3 Information provided through WhatsApp

When you contact us or arrange a booking through WhatsApp, we may receive and retain:

• Your WhatsApp profile name and phone number.
• Pickup and delivery addresses.
• Booking dates and preferred time slots.
• Selected laundry services.
• Laundry instructions and special handling requests.
• Photographs of garments or other items, where provided for assessment, quoting or service-related discussions.
• Quotations and quote confirmations.
• Payment confirmations or transaction references shared in messages.
• Order-status enquiries.
• Complaints, feedback and customer-support communications.

We retain WhatsApp conversations within the WhatsApp application for order history, customer support, service coordination and dispute resolution.

2.4 Information collected through telephone calls

We record both incoming and outgoing telephone calls.

During telephone conversations, our staff may also note:

• Your name.
• Your telephone number.
• Your pickup address.
• Booking details.
• Service requirements and relevant instructions.

Call recordings are stored locally on password-protected office computers. Access to listen to or review recordings is restricted to Business Owner / Management.

We do not currently have a fixed retention period for call recordings. They are manually deleted when they are no longer required, subject to any need to preserve a recording for an ongoing customer dispute or legal inquiry.

Important: Our current telephone process does not provide a recording announcement before recording starts. We will review the appropriate notice and recording arrangements as part of our privacy compliance procedures.

2.5 Information collected through email

If you contact us by email, we retain your enquiry and related correspondence in our business email accounts.

Email communications may include:

• Your name and contact details.
• Your enquiry or service request.
• Booking-related information.
• Quotations.
• Service updates.
• Other correspondence necessary to address your request.

2.6 Customer and order records

When you use our laundry services, we maintain customer and booking records that may include:

• Customer names and contact details.
• Pickup and delivery addresses.
• Order and booking history.
• Laundry services and processing details.
• Customer preferences and special handling instructions.
• Invoices and billing information.
• Payment amounts, dates, methods and transaction references.
• Customer-support records, complaints and their resolution details.

These records are maintained using electronic spreadsheets, our central Booking System and relevant business records.

2.7 Payment and financial information

We currently accept the following payment methods:

• Cash.
• Card payments through a physical POS payment terminal.
• Direct bank transfers.
• External online payment links shared with customers through communication channels such as WhatsApp.

Our website does not currently operate a payment gateway and does not collect or process payment card details through a website checkout.

For accounting, payment verification and business-record purposes, we may retain:

• Invoice numbers.
• Billing details appearing on invoices.
• Payment amounts.
• Payment dates.
• Payment methods.
• Transaction references.
• Payment receipt confirmations.

We do not receive or store full payment card numbers, CVV numbers, card expiry dates or other full card credentials as part of our stated business record-keeping practices. Card and payment-link transactions are processed through the relevant external payment service providers.

2.8 Information collected through future features

We may introduce additional website features in the future, including an online quotation request form.

If introduced, that form is currently planned to request:

• Full name.
• Phone or WhatsApp number.
• Email address, if provided.
• Selected laundry services.
• Estimated quantity of garments.
• Additional requirements, if provided.
• Preferred contact method.
• Contact consent confirmation.

The intended purpose would be to assess service requirements, prepare cost estimates and communicate quotations.

This quotation form is a planned feature and is not currently part of our stated website collection practices. If we introduce it, we will review and update this Privacy Policy as necessary.