Last updated: 28 September 2026
1. Who we are
My Laundry LTD (company number 15226674, 124 City Road, London, EC1V 2NX) is the controller of your personal data. We are registered with the Information Commissioner’s Office (ICO), reference ZB753778. Contact for anything about your data: [email protected].
2. What we collect
- Contact and order details: name, phone, email, address, access notes, what you ordered, prices, discounts, promo codes used, order and payment history.
- Messages: emails and WhatsApp messages you send us, and our replies.
- Payment details: the payments you make to our bank account (name, amount, reference). We do not collect card numbers.
- Website data: pages you visit, the page you booked from, device and browser type, IP address, and cookies (see section 7).
- Spam protection: Google reCAPTCHA and similar checks on our booking and contact forms.
We do not ask for ID documents. Please do not send us sensitive information (for example about health) that is not needed for your order.
3. Why we use it and our legal basis
| Purpose | Legal basis |
|---|---|
| Taking, collecting, cleaning, delivering and invoicing your order; replying to you | Contract |
| Keeping invoices and payment records | Legal obligation (tax and accounting) |
| Matching bank payments to invoices, reminding you about unpaid invoices | Contract / legitimate interests |
| Asking for a review after your order | Legitimate interests |
| Emails about our services, offers and personal promo codes to existing customers | Legitimate interests / “soft opt-in” (you can opt out at any time) |
| Protecting our forms from spam and fraud | Legitimate interests |
| Website analytics and measuring our advertising | Consent, where required (cookie banner) |
4. Artificial intelligence (AI)
We use AI tools in our customer system to help us read incoming emails and messages, draft replies and prepare orders. The text of a message and related order details may be sent to an AI provider (currently Anthropic and OpenAI) for processing. These providers act on our instructions, and under their business terms they do not use this data to train their models.
A person on our team checks and decides on every order, price, reply and discount. We do not make decisions about you using only automated means.
5. Who we share it with
We share only what each needs:
- partner laundries and dry cleaners who clean your order (your name, order and care instructions);
- our website and CRM hosting provider, and Cloudflare (security and delivery of our website);
- our email provider, and WhatsApp (Meta) when you message us there;
- our bank, for payments;
- AI providers (see section 4);
- Google (Analytics, reCAPTCHA, and advertising where you consent);
- review platforms (Google, Trustpilot) if you choose to leave a review;
- advertising platforms (for example Google, Meta) — only where you consent to advertising cookies;
- our accountant, and authorities (HMRC, police) where the law requires it.
We never sell your personal data.
6. International transfers
Some of these providers (for example Google, Meta, Anthropic, OpenAI and Cloudflare) may process data outside the UK, mainly in the USA. When they do, the transfer is protected by the UK–US data bridge or by approved contract clauses (the UK International Data Transfer Addendum).
7. Cookies
We use:
- necessary cookies so the website and booking form work (these cannot be switched off);
- analytics cookies (Google Analytics) to understand how the site is used;
- advertising cookies (for example Google Ads, Meta) to measure and show our ads.
You can block or delete cookies in your browser settings at any time; the website will still work, although booking may need necessary cookies. We will ask for your consent before using advertising cookies.
8. How long we keep it
- Orders, invoices and payment records: 6 years after the order (tax law).
- Customer details and messages: while you are a customer, and up to 3 years after your last order.
- Marketing: until you unsubscribe. We then keep only your email on a “do not contact” list.
- Analytics data: up to 14 months.
9. Your rights
You can ask us to:
- give you a copy of your data;
- correct it;
- delete it;
- restrict or object to how we use it (including marketing — every marketing email has an unsubscribe link);
- send your data to you or someone else in a common format.
Email [email protected]. We reply within one month. It is free.
If you are unhappy with how we handle your data, please tell us first. You can also complain to the ICO: ico.org.uk, 0303 123 1113.
10. Security
We use HTTPS, restricted staff access with login protection, and trusted providers. No system is completely secure, but we will tell you and the ICO if a breach puts you at risk.
11. Changes
We may update this policy. The date at the top shows the latest version. We will tell customers by email about important changes.
See also our Terms and Conditions.