Laundryheap Privacy Statement

At Laundryheap, we take data protection seriously. This Privacy Statement describes the principles and practices we follow to ensure that your privacy is respected when you use our services.

Laundryheap Inc. and local country specific Laundryheap companies ("Laundryheap", "we", "our", or "us") process personal data of users of Laundryheap products and services ordered through the Laundryheap applications ("Laundryheap Apps"), visitors of our websites (together the "Laundryheap Sites"), and users of other Laundryheap products and services.

For the purposes of this Privacy Statement:

• Laundryheap Apps: Refers to the customer facing Laundryheap laundry service booking application available on iOS, Android, and via the web at app.laundryheap.com and related subdomains. This term applies only to customer facing applications developed by Laundryheap and does not include internal applications used by Laundryheap cleaning and delivery partners.
• Laundryheap Services: Refers collectively to the Laundryheap Apps, the Laundryheap Sites, and any other services provided by Laundryheap to users.
• Laundryheap Sites: Refers to the websites operated by Laundryheap, including laundryheap.com, its subdomains, international domains, and any other websites operated by Laundryheap.
• User or you: Refers to customers who use Laundryheap laundry delivery services, representatives and authorized users of customer organizations, potential customers, and any other individuals using Laundryheap Services.

Our Privacy Statement explains the types of personal data we process, how we process the personal data and how you may exercise your rights as a data subject.

Some Laundryheap services may be governed by separate privacy policies. For example, internal products and services used by cleaning and delivery partners are covered by dedicated privacy policies available within those respective applications. Our partners can contact us using the email addresses listed in Section 17. Our Contact details to request additional information.

1. 1. Data controllers

   This Privacy Statement applies to processing of data carried out by Laundryheap when you use Laundryheap services.

   Unless otherwise stated in a service-specific privacy notice, the data controller responsible for processing your information depends on where you are based:

   For users of Laundryheap sites and services based in the United Kingdom, European Economic Area or Switzerland: Data controller is Laundryheap Limited located at 86-90 Paul Street, London, EC2A 4NE, UK. Laundryheap Limited has been appointed responsible for handling all data subject requests and questions relating to the personal data processing done by Laundryheap on behalf of the local controllers.

   For users of Laundryheap services based in the rest of the world: Data controller is Laundryheap Inc located at 2035 Sunset Lake Rd Ste B2, NEWARK, DE 19702, USA.

   Laundryheap also provides laundry as a service to other companies (via eCommerce integrations). In such a case Laundryheap is the data processor for the parts of the processing activities related to receiving, managing and completing the delivery as well as communicating and confirming the delivery to the company in question.

   If your employer signs up for Laundryheap for Business and you choose to use your employer's Laundryheap for Business allowance Laundryheap acts as a data processor on behalf of your employer, who is the data controller. You can find additional information on how we process data in such cases in Section 11. Laundryheap for Business.

2. 2. Information and personal data processed

   We process personal data only to the extent necessary and appropriate for the specific processing purpose. The personal data collected and processed by us can be divided into two general data categories: User Data, and Usage Data.

   2.1. User Data

   User Data is personal data collected directly from you or from our customer organization on behalf of which you are using the Laundryheap Services (“Customer Organization”), as the case may be.

   We may collect User Data from our Users and Customer Organizations in a variety of ways, including, after conclusion of a service agreement with the Customer Organization or when Users register to use the Laundryheap Services, subscribe to a newsletter or fill out a form.

   Further, please note that we also collect details of any transactions and payments you carry out through the Laundryheap Services.

   2.1.1. User Data that is necessary to use the Laundryheap Services

   The following personal data collected and processed by us is necessary in order for a proper performance of the contract between you and Laundryheap as well as for our legitimate interest while fulfilling our contractual obligations towards our Customer Organizations and for the compliance with our legal obligations.

   When you register to the Laundryheap Services and create a user account, you need to provide us with the following information:

   • email address,
   • full name,
   • telephone number,
   • delivery address,
   • information relating to your payment instrument(s), such as the number of your payment instrument(s) and the expiration date of your payment instrument(s), which are required for the purposes of providing Laundryheap Services, however not stored by Laundryheap, since Laundryheap uses a third party payment service provider for processing of payments.

   Please note that while providing this information is necessary to create a Laundryheap account and use the Laundryheap Services, the decision to register for and use the Laundryheap Services is entirely voluntary.

   2.1.2. User Data you give us voluntarily and while using Laundryheap Services

   Your user or customer experience may be enhanced by providing us with the following additional account information:

   • location data (if you consent to the processing of your location data),
   • partner-specific bonus card or participation in other loyalty programme if applicable in your country,
   • other information you provide either when creating a user account or later when modifying your account profile.

   2.1.3. Other information you may give us voluntarily and while using Laundryheap Services

   We may also process other information provided by you voluntarily such as:

   • information related to your orders from Laundryheap or through Laundryheap Services (for example, items purchased, special instructions, date and time of order, total amount of order and other order history),
   • information you provide when submitting ratings, comments or responding to surveys,
   • marketing opt-ins and opt-outs, and
   • information you provide by phone or in email or chat correspondence with us, including call recordings of your calls with our customer service.

   If you connect or login to your account using the third party login method, such as Apple, Facebook or Google, the third party shares with us personal information about you such as your email and name. In addition, we may process certain personal data about you that is provided by third party service providers. You can find the list of the third parties and references to their privacy polices in Section 5. Data recipients and third parties that work with Laundryheap.

   For corporate customers, we may process information about Customer Organization and company contact persons in order to communicate with the company, carry out marketing activities, and manage the customer relationship. You can find additional information on how we process Customer Organization and Customer data in Section 11. Laundryheap for Business.

   2.2. Usage Data

   Usage Data arises from User interactions with the Laundryheap Services. Although we do not normally use Usage Data to identify you as an individual, you can in certain circumstances be identified from it, either alone or when combined or linked with User Data. In such situations, Usage Data can also be considered personal data under applicable laws and we will treat such data as personal data.

   
   We may automatically collect the following Usage Data when you visit or interact with the Laundryheap Services:

   • Information that describes your device or browser and Laundryheap application, their versions, features, capabilities, and settings.
   • Information about your operator, Internet service provider and network connection type, including your IP address.
   • Identifiers provided by your device or third parties, or identifiers we create ourselves. For details on how to control third party identifiers that might be stored on your device, see Section 2.3. Cookies and other technologies.
   • Country, locale, time zone and geo-IP level location information.
   • Where you followed a link to Laundryheap Services, and links you might followed from Laundryheap Services.
   • Details of your interactions with, and usage of, Laundryheap Services. This includes, for example, usage patterns, which features you use, and information on orders.

   2.3. Cookies and other technologies

   We use various technologies to collect and store Usage Data and other information when the Users visit the Laundryheap Services, including cookies, storing website data, and using web and application telemetry.

   Cookies and other website data saved on your device allow us to identify visitors of the Laundryheap Services and facilitate the use of the Laundryheap Services and to create aggregate information of our visitors. This helps us to improve the Laundryheap Services and better serve our Users. The cookies and other website data will not harm your device or files. Some parts of the Laundryheap Services may not function properly if use of cookies is refused. The retention time of different cookies is limited and varies.

   
   

   The Users may choose to set their web browser to refuse cookies. For example, the following links provide information on how to adjust the cookie and other web data settings on some popular browsers: Apple Safari, Google Chrome, Microsoft Edge, Mozilla Firefox.

   Laundryheap does not collect, access, or otherwise process mobile advertising identifiers provided by mobile operating systems, such as the Identifier for Advertisers (IDFA) on iOS devices or the Google Advertising ID (GAID) on Android devices.

   
   

   To view the list of cookies used on Laundryheap sites, including their purposes and retention periods, or to manage and update your cookie preferences, click here.

3. 3. The purposes and grounds for the processing

   We process personal data only to the extent necessary and appropriate for the specific processing purposes. Please note that one or more of the following purposes and legal grounds may apply simultaneously.

   Firstly, Laundryheap processes your personal data to perform our contractual obligations and rights in relation to the information involved towards you or the Customer Organization, for example, to the extent necessary to: offer the Laundryheap Services to you under the contract between you and Laundryheap or between Customer Organization and Laundryheap; perform the contract between you and Laundryheap and for purposes of managing and delivering your Laundryheap orders as well as communicating with you about changes to terms and conditions, privacy policies, or other important changes related to the contract; handle your payments or any refunds (where applicable) and to provide our partners (cleaning and delivery partners hereinafter collectively also as “Partner”) with the information necessary for the execution or delivery of your order; and to answer your questions or solve your support cases if you contact us.

   Secondly, where processing is necessary for the purposes of legitimate interests pursued by Laundryheap or a third party, except where such interests are overridden by the interests or fundamental rights and freedoms of the user, to run, maintain and develop our business or to create and maintain customer relationships. When choosing to use your data on the basis of our legitimate interests, we weigh our own interests against your right to privacy and, for example, provide you with easy to use opt-out from our marketing communications and use pseudonymized or non-personally identifiable data when possible. You have the right to object processing of your data on the basis of legitimate interest. However, Laundryheap can refuse such an objection in accordance with applicable legislation, for example, if the processing is necessary for preparing, exercising or defending legal claims.

   We process your personal data to the extent necessary and based on legitimate interest, for example, to: handle claims, collect any possible debts and for legal processes. We may also process data for the prevention of fraud, misuse of our services and for information, system and network security and safety. contact you regarding the Laundryheap Services and to inform you of changes relating to them or asking your review or feedback on Laundryheap Services. improve the quality of the Laundryheap Services and develop our business, for example, by analyzing any trends in the use of the Laundryheap Services by processing data related to your use of Laundryheap Services. ensure that our services are in line with your needs, personal data can be used for things like customer satisfaction surveys. When possible, we will do this using only aggregated, non-personally identifiable data. investigate suspected misuse of our services, including fraud, abuse of promotional systems, violations of our terms of service, or attempts to compromise the security or integrity of our systems. process your data within the Laundryheap group of companies in accordance with this Privacy Statement.

   Thirdly, in some parts of the Laundryheap Services, you may be requested to grant your consent for the processing of personal data. For example, in certain markets applicable laws require user consent to process personal data to market the Laundryheap Services, show you personalized service recommendations through Laundryheap Services or send you otherwise targeted marketing of services or products that may be of your interest. If processing of your personal data is based on your consent, you may withdraw it at any time by contacting us or amending the respective consent setting within the Laundryheap App. You can find more information about opting out from marketing communication in Section 10. Direct marketing.

   While processing your personal data for the purposes of providing Laundryheap Services to you as well as other purposes stated above we may use automated means in processing that may also include automated decision making. For more information please see Section 12. Automated Decision-Making.

   Further, we may process your personal data to administer and fulfill our legal obligations. This includes data processed for complying with our bookkeeping obligations and providing information to relevant authorities such as tax authorities or law enforcement authorities in accordance with mandatory legal provisions.

4. 4. Sharing your information

   We do not sell your personal information. However, we might share your data in the ways described below:

   • With service providers: We share information with trusted third parties who assist us in operating our business. The list of the partners includes the types of partners mentioned below and disclosed in the Section 5. Data recipients and third parties that work with Laundryheap.
   • Business transfers: In the event of a merger, acquisition, or sale of our business, your information may be transferred to the relevant parties.
   • Legal requirements: We may disclose your information where required by law, to enforce our terms, to protect the rights of Laundryheap or others, or to prevent fraud or crime.

   Please bear in mind that if you provide personal data directly to a third party, such as through a link in the Laundryheap Services, the processing is typically based on their policies and standards.

5. 5. Data recipients and third parties that work with Laundryheap

   The third parties that Laundryheap works with can be divided into the following general categories:

   • Digital service providers;
   • Partners that work with Laundryheap;
   • Affiliate loyalty programs Members;
   • Other third parties.

   5.1. Digital service providers

   Laundryheap uses different third party digital service providers integrated into our software:

   • Payment and fraud detection providers,
   • Cloud storage and IT service providers,
   • Marketing and advertising partners,
   • Analytics providers.

   When data is processed by third parties on behalf of Laundryheap, Laundryheap has taken the appropriate contractual and organizational measures to ensure that your data are processed exclusively for the purposes specified in this Privacy Statement and in accordance with all applicable laws and regulations and subject to our instructions and appropriate obligations of confidentiality and security measures. We require all third parties to handle your data securely and in accordance with applicable law.

   
   

   You can see list of third party service providers that we work with by clicking here and navigating to the tab Services.

   
   

   Please note that not all of the above vendors are necessarily being used at any given time, or in all market areas.

   5.2. Partners that work with Laundryheap

   To the extent that third parties, which process and/or deliver your order, need access to personal data in order for us to perform the Laundryheap Services, we provide the following third party Partners with your data:

   • Dry cleaning facility partners (to fulfil your order),
   • Delivery drivers / scouts,
   • Customer support partners.

   We provide the Partner and where applicable, its parent company or franchisor, with personal data necessary to fulfill your order. Depending on the Partner's role this may include your name, delivery address and data relating to your purchase, including order number, time of order and delivery, delivery method, ordered services, comments and feedback that you've given about the order.

   Such data is shared for enabling the Partner to provide the order including, ensuring the quality of the Partner's service and service selection available at Laundryheap as well as complying with Partner's legal obligations. Where Partner processes such details for purposes of fulfilling its own rights and obligations, such as its legal obligations towards you, Partner is independent controller of the Personal Data and responsible for the lawfulness of its processing operations.

   5.3. Affiliate loyalty programs Members

   If you choose to participate in affiliate loyalty programs that are supported through the Laundryheap Services, you may be able to add or link the details of a partner specific loyalty program, membership number, or bonus card within your Laundryheap account.

   Where you choose to link such a loyalty program to your Laundryheap account, we may share certain information relating to your account and relevant orders with the applicable affiliate partner in order to enable the application of loyalty benefits, rewards, or points in accordance with the terms of the partner's loyalty program. The information shared may include identifiers relating to your loyalty program membership, order information necessary to determine eligibility for rewards, and other limited information required to operate the loyalty program.

   The affiliate partner receiving this information acts as an independent data controller in relation to the personal data processed for the purposes of operating their loyalty program. This means that the partner is responsible for ensuring that their processing of your personal data complies with applicable data protection laws and for providing you with information about how your data is processed under their loyalty program.

   Participation in such loyalty programs and the provision of loyalty program details within the Laundryheap Services is voluntary. If you do not wish for such data to be shared, you should not link your loyalty program details within the Laundryheap Services. For more information about how we might share your data with Affiliate partner Programs and to exercise your data subject rights, please contact us via any of the contacts available in the Section 17. Our Contact details.

   5.4. Other third parties

   We may share your personal data with third parties outside Laundryheap if we have a good-faith belief that access to and use of the personal data is reasonably necessary to:

   • meet any applicable law, regulation, and/or court order;
   • detect, prevent, or otherwise address fraud, crime, security or technical issues; and/or
   • protect the interests, properties or safety of Laundryheap, the Users or the public as far as in accordance with the law.

   When possible, we will inform you about such processing.

   We may share your personal data with third parties outside Laundryheap when we have your explicit consent to do so. You have the right to withdraw this consent at all times free of charge. Available ways to withdraw your consent or/and exercise your other data subject rights are described in the Section 8. Your rights and regional disclosures.

6. 6. Data storage (retention) period

   Laundryheap retains your personal information only for as long as necessary to fulfil the purposes described in this Privacy Statement, or as required by applicable law. The storage period depends on the nature of the information and on the purposes of processing that are described in Section 3. The purposes and grounds for the processing. The purposes and grounds for the processing. The maximum data retention period may therefore vary per use and is determined based on:

   • our contractual obligations and rights in relation to the information involved;
   • legal obligation(s) under applicable law to retain data for a certain period of time;
   • statute of limitations under applicable law(s);
   • our legitimate interests where we have carried out balancing tests (see section on 'How we use your personal information' above);
   • disputes; and
   • guidelines issued by relevant legal, regulatory and data protection authorities.

   After a User has deleted their user account personal data may be stored only as long as such processing is required by law or is reasonably necessary for our legal obligations or legitimate interests such as claims handling, bookkeeping, internal reporting and reconciliation purposes. When your data is no longer required, we securely delete or anonymise it.

   We assess regularly the storage period for personal data to ensure the data is stored only for the necessary time period.

7. 7. Transfer of the data to countries outside the European Economic Area or the United Kingdom

   Laundryheap operates globally across multiple countries. As a result, your personal data may be transferred to and processed in countries outside your country of residence, including countries that may not provide the same level of data protection as your home jurisdiction.

   In particular, the personal data we collect may be processed outside the European Economic Area ("EEA") or the United Kingdom ("UK"), including in countries where Laundryheap operates or where our service providers, operational teams, group companies, or third party digital service providers are located, such as the United States, and other jurisdictions in which Laundryheap provides its services.

   We also work with third party digital service providers who support the operation, analytics, marketing, payment processing, and security of our Services. These providers may transfer your personal data to, or process it in, jurisdictions outside the European Economic Area or outside your country of residence. You can refer to Section 5. Data recipients and third parties that work with Laundryheap to review the categories of providers we work with and to access further information about their privacy practices and data transfer rules.

   Whenever Laundryheap is transferring the personal data outside the EEA or the UK, we take appropriate steps to ensure that your personal data receives an adequate level of protection. In particular, we ensure that appropriate safeguards are implemented in accordance with applicable data protection laws. These safeguards may include:

   • transferring personal data to countries that have been recognized by the European Commission as providing an adequate level of data protection;
   • entering into agreements incorporating the European Commission's Standard Contractual Clauses with recipients of the personal data; or
   • relying on other appropriate safeguards permitted under applicable data protection laws.

   Where required by applicable data protection laws, we also assess the legal framework of the recipient country and implement additional technical, contractual, or organizational measures where necessary to ensure that your personal data remains adequately protected. These measures are designed to ensure that your personal data is protected to a standard comparable to the protections that apply within the EEA or the UK.

   You may obtain further information about the safeguards we use for international transfers by contacting us using the contact details provided in the Section 17. Our Contact details.

8. 8. Your rights and regional disclosures

   Depending on your location, you may have the following rights regarding your personal data.

   8.1. Rights for All Users

   Following data subject right are available to all the Laundryheap users around the world:

   • Right to be informed: To receive clear information about how we use your data (provided by this Statement).
   • Right of access: To request a copy of the personal data we hold about you.
   • Right to rectification: To request correction of inaccurate or incomplete data.
   • Right to erasure: To request deletion of your personal data in certain circumstances.
   • Right to restrict processing: To request that we limit how we use your data.
   • Right to data portability: To receive your data in a structured, machine-readable format.
   • Right to object: To object to processing based on legitimate interests, including profiling and direct marketing.
   • Right to withdraw consent: Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of prior processing.

   To exercise any of these rights, please contact our Data Protection Officer at dpo@laundryheap.com.

   8.2. Disclosures for European Economic Area & United Kingdom Residents (GDPR / UK GDPR)

   We process personal data of EEA and UK residents in accordance with the General Data Protection Regulation (GDPR) and UK GDPR respectively. EEA and UK residents have all the rights listed in 8.1. Rights for All Users and additionally the right to lodge a complaint with their national supervisory authority or the UK Information Commissioner's Office (ICO):

   • Website: www.ico.org.uk
   • Telephone: 0303 123 1113
   • Address: Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

   Our lawful bases for processing are described in Section 3. The purposes and grounds for the processing.

   Where we transfer data outside the EEA or UK, we rely on the safeguards described in Section 7. Transfer of the data to countries outside the European Economic Area or the United Kingdom.

   8.3. Additional Rights and Disclosures for United States Residents

   Laundryheap does not sell your personal information as defined under US federal or state law. We share certain data with advertising partners for targeted advertising purposes, which may constitute "sharing" under in some legislations.

   You may opt out of this sharing by click here, or by using the button Do Not Sell or Share My Personal Information in the footer of our website, or by contacting us at dpo@laundryheap.com.

   For complaints or concerns, US residents may also contact the Federal Trade Commission at ftc.gov or their relevant state Attorney General's office.

   8.4. Additional Rights for California Residents (CCPA / CPRA)

   If you are a resident of California, you have the following additional rights:

   • Right to know: To know what personal information we collect, use, disclose, or share, including through advertising technologies.
   • Right to delete: To request deletion of your personal information, subject to certain exceptions.
   • Right to correct: To request correction of inaccurate personal information.
   • Right to opt out of sale or sharing: We share certain data (such as IP addresses, device identifiers, and browsing behaviour) with third party partners defined in Section 5. Data recipients and third parties that work with Laundryheap. You may opt out of this sharing by clicking here, or by using the button "Do Not Sell or Share My Personal Information" in the footer of our website, or by contacting us at dpo@laundryheap.com.
   • Right to limit use of sensitive personal information: To limit our use of sensitive personal information to the purposes permitted by law.
   • Right to non-discrimination: We will not discriminate against you for exercising your California privacy rights.

   To submit a California privacy request, contact us at dpo@laundryheap.com.

   8.5. Rights for Singapore Users (PDPA)

   We process personal data of Singapore residents in accordance with the Personal Data Protection Act 2012 (PDPA). Singapore residents have rights under the Personal Data Protection Act (PDPA), including the right to access and correct personal data held about them.

   To exercise any of these rights, please contact our Data Protection Officer at dpo@laundryheap.com.

   8.6. Rights for Users in the Middle East (UAE, Saudi Arabia, Kuwait, Qatar, Bahrain)

   Users in the Middle East may have rights under applicable local data protection and privacy laws. We process personal data of residents in these countries in accordance with applicable local laws, including the UAE Federal Decree-Law No. 45 of 2021 on Personal Data Protection where applicable.

   Please contact dpo@laundryheap.com for information specific to your country.

   8.7. Rights for Users in Peru and Colombia

   We process personal data of residents in Peru and Colombia in accordance with Ley N° 29733 (Peru) and Ley 1581 de 2012 (Colombia) respectively. Users in Peru and Colombia have rights under their respective national data protection laws (Ley N° 29733 and Ley 1581 respectively), including rights of access, rectification, cancellation, and objection.

   To exercise any of these rights, please contact our Data Protection Officer at dpo@laundryheap.com.

9. 9. How to use your rights

   The abovementioned rights may be used by contacting Laundryheap Data protection office email dpo@laundryheap.com or additional region specific methods mentioned in the Section 8. Your rights and regional disclosures, including your rights for lodging the complaint.

   We may request the provision of additional information necessary to confirm the identity of the User. We may reject or charge requests that are unreasonably repetitive, excessive or manifestly unfounded.

10. 10. Direct marketing

    Where you have consented, or where we have a legitimate interest, we may contact you about our products and services by email or telephone for direct marketing purposes. This may include marketing communications, market research, and profiling related to direct marketing.

    You have the right to object to or opt out of the use of your personal data for direct marketing purposes at any time. You may do so by:

    • clicking the "unsubscribe" link in any marketing email;
    • updating your marketing preferences in your account settings at laundryheap.com or within the Laundryheap Services; or
    • contacting us using the contact details provided in Section 17. Our Contact details.

11. 11. Laundryheap for Business

    We may process personal data relating to corporate customers and their employees in connection with our Laundryheap for Business services. In some cases, we may also obtain contact information about company representatives from third party sources. This may include publicly available sources such as trade registers, companies providing business information services, or the companies themselves. We use this information to communicate with organizations, manage customer relationships, and determine whether a company may be interested in our Laundryheap for Business services.

    Where we believe that an organization may be interested in our Laundryheap for Business service, we may contact a company representative by email or telephone using available contact details. For these activities, Laundryheap acts as the data controller. You may opt out of receiving such communications by updating your marketing preferences as described in Section 10. Direct marketing or by contacting us using the contact details provided in Section 17. Our Contact details.

    If your employer signs up for Laundryheap for Business, we may contact you to inform you that the service is available to you through your employer. If you choose to use your employer's Laundryheap for Business allowance, we will tag your Laundryheap account accordingly. For these activities, Laundryheap acts as a data processor on behalf of your employer, who is the data controller. For more information about how your employer processes your data, please contact your employer directly.

    
    

    When you place orders using Laundryheap for Business:

    • Laundryheap processes your information for the purposes described in Section 3. The purposes and grounds for the processing. The purposes and grounds for the processing of this Privacy Statement, in which case Laundryheap acts as the data controller; and
    • We may share certain order related information with your employer. In this situation, Laundryheap and your employer act as separate data controllers for the respective processing activities.

12. 12. Automated Decision-Making

    We conduct fraud checks on all Users of our Services in order to detect and prevent fraudulent activity and to ensure that the services we provide are properly paid for. These checks are necessary for the performance of our contract with you and for our legitimate interests in protecting our business and our users from fraudulent transactions.

    As part of these checks, we may analyse certain information associated with your account, order, payment method, and device. We may also rely on fraud indicators provided by third party fraud detection service providers and on fraud patterns identified through our own systems. These checks may involve automated processing that generates a score indicating the likelihood that a transaction may be fraudulent. If our systems identify a high likelihood of fraudulent activity, we may decline an order, temporarily restrict access to certain services, or block the use of our Services in order to prevent potential fraud. The indicators used in these checks are dynamic and may change over time to reflect evolving fraud patterns across our Services, the wider industry, and specific regions.

    You may request information, contest a fraud-related decision, and request human review by contacting us via Section 17. Our Contact details.

13. 13. Information security

    We use administrative, organizational, technical, and physical safeguards to protect the personal data we collect and process from unauthorised access, loss, destruction, or misuse. Our measures include for example, where appropriate, encryption, pseudonymization, firewalls and access right systems. Our security controls are designed to maintain an appropriate level of data confidentiality, integrity, availability, resilience and ability to restore the data. We regularly test the Laundryheap services, systems, and other assets for security vulnerabilities. Furthermore, access to personal data by employees of Laundryheap is restricted and access is subject to what is necessary for purposes of the employee's work assignments.

    Unfortunately, no transmission of data over the internet is completely secure. While we take all reasonable steps to protect your data, we cannot guarantee the security of your data transmitted to our Services; transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

    Please note, where you have created a password that allows you to access certain parts of our Services, you are responsible for keeping this password confidential. We advise you not to share your password with anyone.

    If a personal data breach occurs that is likely to result in risk to users, we will notify affected users and relevant authorities in accordance with applicable law.

14. 14. Children's Privacy

    Our services are not directed at children under the age of 16 (or the applicable minimum age in your jurisdiction). We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a child, please contact us immediately at dpo@laundryheap.com.

15. 15. Lodging a complaint

    If you are not satisfied with how we handle your data, please contact us in the first instance at dpo@laundryheap.com. You also have the right to lodge a complaint with the relevant supervisory authority in your country as described in Section 8. Your rights and regional disclosures for more.

16. 16. Changes to This Privacy Statement

    This Privacy Statement may be updated from time to time in order to reflect the changes in data processing practices or otherwise. Any changes will be posted on our Sites and, where appropriate, we will notify you by email or push notification.

    We encourage you to review this Privacy Statement periodically.

17. 17. Our Contact details

    If you have any queries or requests concerning this Privacy Statement or how we handle your data more generally, please get in touch with us using the following details:

    By contacting our general customer services team at help@laundryheap.com

    By contacting our Data Protection Officer at dpo@laundryheap.com

    Residents from European Economic Area & United Kingdom can additionally contact us using the company contact details below for any additional questions.

    Laundryheap Limited

    Company number: 09193151

    Company and correspondence address: 3rd Floor 86-90 Paul Street, London, England, EC2A 4NE

    Residents from the United States and the rest of the world can additionally contact us using the company contact details below for any additional questions.

    Laundryheap Inc

    Company address: 2035 Sunset Lake Rd Ste B2, NEWARK, DE 19702, USA