Privacy Policy | Lougheed Laundry

Section 1

What information we collect

We collect the minimum information needed to pick up, clean, and return your laundry. Here's exactly what that includes:

Information	Example	When we collect it
Name	Your first and last name	When you book
Phone number	Your mobile number	When you book
Email address	Your email	When you book (optional)
Address	Your pickup and delivery address	When you book
Door codes & access info	Building entry code, locker number, concierge instructions	When you provide them
Laundry preferences	Detergent type, scent, temperature, hang-dry items, allergies	When you set them up
Order history	Past orders, weights, item counts, totals	Each order
Photos	Pickup/delivery confirmation photos, item condition photos for disclosed valuables	Each order

We collect this information directly from you — through our booking form, by text, or in person at pickup.

Section 2

Why we collect it

Every piece of information we collect has a specific purpose:

Name, phone, email, address — to identify you, confirm your bookings, communicate about your order, and deliver your laundry to the right place.
Door codes and access info — to pick up and deliver your laundry when you're not home. See Section 3 for our specific commitments about this information.
Laundry preferences — so we can handle your items exactly the way you like, every time, without you having to tell us again.
Order history — to keep track of your orders, resolve any questions or disputes, and improve our service over time.
Photos — for pickup and delivery confirmation, and to document the condition of disclosed valuable items. See Section 4 for details.

We collect and use personal information only for these stated purposes, or purposes that are clearly related to providing our laundry service, consistent with BC's Personal Information Protection Act (PIPA).

Section 3

Door codes and access information

Our specific commitments about your door codes and access instructions:

We store them securely (not in plain text messages or shared documents).
We use them only for your pickup and delivery service — never for any other purpose.
We never share them with anyone outside our team.
If you ask us to delete them, we will immediately.
We train anyone on our team who handles this information on proper data handling.

If you're ever uncomfortable sharing access information, there's no requirement to — you can arrange to be home for pickup and delivery, or use a lockbox or porch pickup.

Section 4

Order photos

We take photos at pickup and delivery to confirm that handoffs happened. For disclosed valuable items, we photograph the item's condition (front, back, labels, and existing wear) before and after cleaning.

Retention: Order photos are retained for 90 days after order completion. After 90 days, they are permanently deleted. If a claim is open at the 90-day mark, we retain the relevant photos until the claim is fully resolved.

Photos are stored securely and are not shared publicly or used for any marketing purpose without your explicit permission.

Section 5

How we store and protect your information

We take reasonable steps to protect your personal information against unauthorized access, use, or disclosure. This includes:

Storing customer data in password-protected systems with restricted access
Not storing sensitive information (like door codes) in unprotected formats
Using Stripe for all payment processing — we never see or store your full card details
Limiting access to personal information to people on our team who need it to do their job

We're a small family business. That means a small number of people handle your information, and we take our responsibility seriously. If we ever believe your information has been compromised, we'll notify you promptly.

Section 6

Who we share your information with

We don't share your personal information with third parties except in these specific circumstances:

Our vetted cleaning partners — when your order includes dry cleaning or specialty cleaning, we share the minimum information needed (typically your first name and the items being cleaned). Our partners are bound by their own privacy obligations.
Stripe — when you pay by card or payment link, your payment is processed by Stripe. Stripe handles your payment details according to their own privacy policy: stripe.com/en-ca/privacy. We receive confirmation that a payment was made; we don't receive your full card number.
Legal requirements — if required by law, court order, or to protect the safety of our customers, employees, or the public.

That's it. We don't work with ad networks, data brokers, or analytics platforms that collect personal data about our customers.

Section 7

We never sell your information

We will never sell, rent, or trade your personal information to any third party. Full stop. Your data exists so we can do your laundry — not to help someone market to you.

We don't use your information for targeted advertising. We may occasionally text or email you about your orders, updates to our service, or — if you've opted in — our newsletter or promotions. You can opt out of any non-essential communication at any time by replying STOP to a text or asking us by email.

Section 8

Your rights under PIPA

Under British Columbia's Personal Information Protection Act, you have the right to:

Access — request a copy of the personal information we hold about you
Correction — ask us to correct inaccurate or incomplete information
Withdrawal of consent — withdraw your consent to our use of your personal information (with the understanding that this may mean we can no longer provide our service to you)
Deletion — ask us to delete your information, subject to any legal obligations to retain records
Complaint — if you believe we've mishandled your personal information, you have the right to complain to the Office of the Information and Privacy Commissioner for BC

To exercise any of these rights, contact us at contact@lougheedlaundry.ca or text us at 236-304-6737. We'll respond within a reasonable time and at no charge.

Section 9

Retention

We keep your personal information for as long as we have an active relationship with you, plus a reasonable period afterward to resolve any disputes or comply with legal requirements. Specifically:

Order photos: 90 days after order completion (or until any claim on that order is resolved)
Order history and invoices: 7 years (required for BC tax and accounting purposes)
Contact and preference information: as long as you're an active customer, or until you ask us to delete it
Door codes: deleted immediately on your request, or when you stop using our service

When information is no longer needed, we delete it securely.

Section 10

Changes to this policy

We may update this privacy policy from time to time. When we do, we'll update the effective date at the top of this page. We'll notify active customers of any material changes by text or email before they take effect.

The version of this policy in place at the time you shared your information with us governs how we handle that information, unless we obtain your consent to apply an updated policy.

Section 11

Contact us about privacy

Questions, requests, or concerns about how we handle your personal information? We take privacy questions seriously and respond promptly.