Privacy
Your information, handled with the same care as your garments.
A plain-English explanation of what we collect, why, and how it's protected — in line with the Australian Privacy Principles under the Privacy Act 1988.
01What personal information we collect
When you book a pickup, contact us, or partner with us, we collect information such as your name, email address, phone number, hotel name, room number or property address, service preferences and any special instructions you provide. Hotel partners submitting a group or account booking may also provide an organisation name and billing contact details. We only collect what's needed to process your laundry order or respond to your enquiry.
02How we collect it
We collect personal information directly from you when you submit a form on this website — the Book a Pickup form (guest, hotel/property or group), the Contact Us form, or when you email or call us directly. We do not purchase or acquire personal information about you from third parties.
03How we use your information
We use your information to schedule and fulfil your laundry, dry cleaning or pressing order; to communicate with you about your booking (including confirmation and reference emails); to respond to enquiries; and, for hotel partners, to manage the ongoing service relationship. We do not use your information for unrelated marketing without your consent.
04Payment information
Card payments are processed by Stripe, a PCI-compliant third-party payment processor. Your card number and other sensitive payment details are entered directly into Stripe's secure payment form and are never seen or stored on our own servers — we only retain a payment reference and authorisation status. Where a booking is billed via invoice instead, no card details are collected at all.
05Email communications
Booking confirmations, order updates and replies to enquiries are sent using Brevo, our transactional email provider. Brevo processes the email address and message content needed to deliver that specific email and does not use it for its own marketing purposes.
06Cookies and third-party services
This website does not use advertising or analytics tracking cookies. Pages do load a small number of third-party resources needed for the site to function correctly — the Inter font from Google Fonts and the Bootstrap framework from the jsDelivr content delivery network — and loading these may share your IP address and browser information with those providers as a normal part of how web fonts and shared code libraries are served.
07Who we share your information with
We share personal information only where necessary to deliver the service: with Stripe to process card payments, with Brevo to send booking and enquiry emails, and with your hotel's concierge team where that's part of the collection and delivery arrangement. We don't sell personal information, and we don't share it with anyone else for their own marketing.
08Data storage & security
Booking and enquiry details are stored securely within our website's database, hosted with reputable Australian and international infrastructure providers, and access is restricted to authorised staff who need it to fulfil your order. We take reasonable technical and organisational steps to protect your information against loss, misuse and unauthorised access.
09How long we keep your information
We retain booking and enquiry records for as long as needed to fulfil the service, resolve any claims, and meet our tax and record-keeping obligations, after which they are securely deleted or de-identified.
10Access, correction & complaints
You can ask us for access to the personal information we hold about you, or ask us to correct it, at any time — just contact us using the details below. If you have a concern about how we've handled your personal information that we haven't resolved, you can also contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
11Children's privacy
Our service is intended for adults booking laundry care through a hotel or property. We do not knowingly collect personal information from children.
12Changes to this policy
We may update this policy from time to time to reflect changes in our practices or the law. The current version will always be available on this page.
The short version
Only what we need
Name, contact details and booking specifics, collected only to fulfil your order.
Card details stay with Stripe
Payments are processed by Stripe — your card number never touches our servers.
No marketing without consent
We use your details to run your booking — not for unsolicited marketing.
Your rights, always
You can request access to or correction of your information anytime.