Privacy Policy

In short

• We collect what you give us when you book, check an address or send us an enquiry, and how you use our website and app.
• We use it to pick up and deliver your laundry, answer your questions and improve our service. Unless you turn it off, we also use it to measure and show our ads.
• We do not sell your personal information.
• Only our own staff see it, and so do the services that help us run Laundry Plus: Google finds the address you type, Cloudflare runs our website and checks our forms for spam, PostHog measures how our website and app are used, and Google and Meta show our ads. Some of them handle it outside Australia.
• Our NDIS service pages send nothing to our analytics or advertising services. What you tell us about an NDIS participant goes only to our staff, with your consent, to answer your enquiry.
• We keep it only as long as we need it, as the How long we keep it section sets out.
• You can turn off advertising sharing, opt out of offers, and ask to see or correct what we hold about you. Each section below says how.

Introduction

Laundry Plus ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our laundry services, our website, and our booking app.

Laundry Plus is two businesses, and this policy covers both:

• Mallard & Mallard Pty Ltd (ABN 15 661 270 079), trading as Laundry Plus Services, runs our pickup and delivery, commercial, NDIS, and group and event services, our booking app and this website, including its address checker and enquiry forms.
• Lygon Street Laundromat Pty Ltd as trustee for the Lygon Street Laundromat Family Trust (ABN 18 720 107 585), trading as Laundry Plus (Brunswick East), runs our self-service laundromat at 186 Lygon Street, Brunswick East, its live cycle pages, the alerts and offers you sign up for there, and its feedback forms.

Each business is responsible for the information collected for its own services. You can contact either one through the details at the end of this policy.

Information we collect

Personal information

We may collect personal information that you provide to us, including but not limited to:

• Name and contact information (email address, phone number)
• Delivery and pickup addresses
• Payment information
• Service preferences and special instructions
• Your choices about offers and advertising

Usage information

We automatically collect certain information when you visit our website or use our app, including:

• IP address and browser type
• Pages visited and time spent on our website
• Referring website addresses
• Device information
• The ad or link that brought you to us, such as an ad click id or campaign tag

How we use your information

We use the information we collect to:

• Provide and manage our laundry services
• Process your bookings and payments
• Communicate with you about your service
• Improve our services and customer experience
• Send you offers by email or text, only on the channels you have opted in to
• Measure our advertising and show our ads to people like you, as described in the Advertising section below
• Comply with legal obligations

Information sharing and disclosure

We do not sell your personal information. We may share your information with:

• Service providers who assist in our operations
• Payment processors for transaction processing
• Google, to find and check the addresses you type, as described in the Address checker section below
• Cloudflare, which runs our website and checks our forms for spam, as described in the Spam checks on our forms section below
• PostHog, for product analytics, as described in the Analytics section below
• Google and Meta, for advertising, as described in the Advertising section below
• Law enforcement when required by law

Address checker

Our website's address checker tells you whether we pick up from your address and when. As you type, our server sends what you have typed to Google's Places service, which suggests matching addresses. When you choose one, our server asks Google for that address's details and location, then checks it against our service area, our address records (for example, whether the building has units) and our pickup times.

If you tap "Use my location", your browser asks your permission, then sends your device's position to our server once. Our server asks Google which street addresses are nearby and shows you up to five to choose from. It never chooses one for you, and our website does not store your position.

We do not ask for your name to check an address. When you choose an address, our booking system keeps a record of the check: the address, Google's reference and map location for it, whether we pick up there, the page you checked from, and the time. It does not keep your IP address with it, only a one-way code made from it, so our records do not show your IP address. We use these records to run the checker and to plan which areas to serve next, and we keep them as the How long we keep it section says. In our analytics we record the suburb only, never the street address.

If we do not come to you yet and you leave your email address, we keep it with the address you checked and its map location, and use it only to tell you when we start picking up in your area. It is not used for offers or advertising, and you can ask us to remove it at any time.

Google processes what it receives under its own privacy policy, and may do so in the United States and other countries where it operates.

Enquiry forms

Our website has four enquiry forms. Each one collects only what you type or choose in it:

• Contact: your name and email address, your phone number if you give it, whether you would like a call back, the topic you choose, the laundromat if you are reporting a problem with one, your message, and the page you sent it from.
• NDIS: your name, your email address or phone number (one is enough), who you are (for example a support coordinator, family member or the participant), and, if you choose to tell us, the participant's first name, how their NDIS plan is managed, the support coordinator or organisation, and a message about the participant's situation and the support they need.
• Commercial: your business name, your name, your email address or phone number (one is enough), and, if you choose to tell us, your type of business, what you need washed, how often, whether you use another laundry service now, and any notes.
• Group and event: your name, your email address or phone number (one is enough), your organisation if you give it, and your message.

When you send a form, our website passes it to our booking system, which stores it and emails it to our staff. Only our own staff see it. We use it only to reply to you and to arrange the service you asked about. We do not use what you send in an enquiry to advertise to you. Our analytics records only that a form was sent, never what was in it, and nothing is recorded at all for the NDIS form.

NDIS participant details

What you tell us about an NDIS participant, such as their situation, their support needs and their NDIS plan, can be sensitive information under Australian privacy law, because it can reveal their health or disability. We collect it only with consent. Before the NDIS form can be sent, you tick a box to agree to us collecting the details in it to answer the enquiry, and to confirm that, if you are not the participant, they have agreed or you are authorised to share them. We keep a note with the enquiry that the box was ticked. Only our own staff see these details, and we use them only to answer the enquiry and, if the participant goes ahead, to arrange and provide their service. You can leave out any detail you would rather discuss with us by phone.

Spam checks on our forms

Our enquiry forms use Cloudflare Turnstile to tell people from automated spam. While a form is on screen, Turnstile runs in your browser and Cloudflare processes technical information about your visit, such as your IP address and information about your browser and device. Usually you see nothing; sometimes it asks you to tick "Verify you are human". When you send the form, our booking system asks Cloudflare whether the check passed. Cloudflare processes this information under its own privacy policy, and may do so outside Australia.

To stop the same visitor sending too many requests, our website also tells our booking system the IP address each address check and enquiry came from. Our booking system uses it to count requests and deletes those counts after a few hours.

How long we keep it

We keep personal information only for as long as we need it for the reasons in this policy, or as long as the law requires. Then we delete it or remove what identifies you.

• Enquiries (contact, NDIS, commercial, group and event, and laundromat feedback): 2 years after we last heard from you, unless you become a customer
• NDIS participant details for participants we provide a service to: for as long as we provide it, and then 7 years, as NDIS providers are expected to keep their records
• Orders, receipts and payment records: 5 years after the order, as tax law requires, or longer if a tax review needs them
• Your account: while it is open. When you close it, we delete your details, except what we must keep with the order records above
• Address checks: 12 months. After that we remove the address and keep only the suburb
• Waitlist emails: until we tell you we have reached your area, or you ask us to remove you, and no longer than 2 years. We keep the address's map location for no more than 30 days
• Request counts by IP address: a few hours
• The ad or link that brought you to us (an ad click id or campaign tag, kept with your account): until you close your account or ask us to delete your information. We keep it this long because it shows which ads bring customers who stay with us for months and years, not just a first booking, and that is how we decide where to advertise
• The IP address and browser information sent to Meta with a booking: until it has been sent, then deleted
• Analytics: session recordings for 30 days, and other analytics for up to 2 years

Data security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. However, no method of transmission over the Internet is 100% secure.

Your rights

Under Australian privacy law, you have the right to:

• Access your personal information
• Correct inaccurate information
• Request deletion of your information
• Opt out of offers and of advertising sharing, as described below
• Lodge a complaint with the Office of the Australian Information Commissioner

To ask for access or a correction, or to make a complaint about how we have handled your information, contact us using the details at the end of this policy. We handle your information in line with the Australian Privacy Principles. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Analytics and session recording

To understand how our website and booking app are used and to keep improving them, we use a third-party product-analytics service, PostHog.

Our booking app records sessions (a replay of on-screen activity such as clicks and navigation) so we can find and fix problems. Everything you type, and the text on screen, is masked in these recordings. We never record sessions for customers whose bookings are NDIS-funded, and never on NDIS pages.

On this website, session recording starts only when you view one of our pages other than our NDIS service pages, and it stops before an NDIS service page is shown. Recordings mask everything you type and the text on screen, and do not capture drawn (canvas) content. Our NDIS service pages send nothing to PostHog at all: no page view, no event and no recording.

We remove ad click ids before anything is sent to PostHog. For how you first came to our website, PostHog keeps a short campaign label and the landing page path. The label names the kind of visit (for example a Meta ad, a Google search or one of our flyers) and the campaign or the referring website. The path is the page alone, never the full address of the link. Each time you come to our website from somewhere else, that visit's short label also goes with that visit's analytics events. Nothing is kept about a visit that starts on one of our NDIS service pages. We do not send PostHog your name or email address, and your IP address is anonymised. We use this analytics only to run and improve our service, never to advertise to you. Advertising is separate: see the Advertising section below.

PostHog processes this information on servers located in the United States. By using our website and app you acknowledge this overseas disclosure; we take reasonable steps to ensure your information is handled securely and consistently with the Australian Privacy Principles.

Advertising

We advertise on Google and on Meta's platforms (Facebook and Instagram). This section explains what we share with them and how to turn it off.

When you book

When you book, the review step shows a notice that we share your booking details with Google and Meta. Unless you turn this off, we share them to measure whether our ads lead to bookings, and to show our ads to people like you.

Those details include your name, your email address, your phone number, and the suburb, state and postcode of the address you booked a pickup from. We never share your street address. Before they leave us, our servers put them in a standard format and hash them (SHA-256), which turns each into a code that is not directly readable. Google and Meta can still match that code to their own users, so you should treat this as sharing personal information with them. We send it from our servers straight to Meta, through its Conversions API. We are setting up Google Ads enhanced conversions, which will use the same hashed details under the same setting.

With your booking we also send Meta the IP address and browser information (user agent) of the device you booked on, which helps Meta match the booking to the ad you saw. We keep them only to send them, and delete them once they have been sent.

This sharing is on by default once you have seen that notice. You can turn it off at any time in the app: turn off Advertising under Settings, Notifications. Turning it off stops us sharing your details from then on. That switch is your advertising choice. To stop our offers, use the unsubscribe link in an offers email or text, or turn offers off in Settings, Notifications. Neither changes advertising sharing: to stop it, turn off Advertising in Settings.

We never share details for NDIS-funded bookings, for quotes and leads that come to us through Jim's, or where we cannot tell where a customer came from. We do not use customers' details to advertise the laundromats.

On this website

This website uses the Meta Pixel, run through Cloudflare Zaraz. It tells Meta that one of our pages was viewed, with the device and browser information a pixel collects. It carries a random identifier from our lp_anon_id cookie so repeat visits can be counted, and never your name, email address or phone number. It does not run on our NDIS service pages, and it never runs in our booking app.

The pixel runs by default. You can opt out at any time using the Cookie preferences link in our website footer. Turning off advertising cookies there saves a cookie, lp_consent, across laundryplus.com for one year, and the pixel stays off while it is set. This control covers the pixel only: to stop sharing your booking details, use the setting in the app described above. You can also control how Meta uses your information through your Meta ad preferences or your browser settings.

Google and Meta process this information in the United States and other countries where they operate. By using our website and app you acknowledge this overseas disclosure; we take reasonable steps to handle your information securely and consistently with the Australian Privacy Principles.

Offers by email and text

We send you offers only if you opt in, and email and text are separate choices. We ask when you book, and you can change either one at any time in the app under Settings, Notifications. Offers from a Laundry Plus laundromat are not asked at booking: each laundromat asks separately, when it has offers for you. Messages about your orders and your account are not offers, and these choices do not affect them.

When you tap a link in one of our own texts, emails or app notifications, we record the tap: which message it was in, what kind of message that was, and when. The link may carry a tag naming the kind of message, and may go through a short link of ours first. We use these taps to see which of our messages are useful, never as an ad click, and we do not share them with Google or Meta. We also count them in PostHog, our analytics service, without your name, email address or phone number.

Cookies

Our website and booking app set these cookies:

• lp_anon_id: a random id, kept for two years, that connects a visit to our website with a later booking
• lp_click: which ad or link brought you to our booking app, kept for seven days at most
• lp_consent: remembers your advertising cookies choice in Cookie preferences, kept for one year
• ph_*_posthog: PostHog's own id for your browser on our website and app, for the analytics described above, kept for one year
• _fbp and _fbc: set by the Meta Pixel on our website, only while advertising cookies are on in Cookie preferences, to recognise your browser and the ad click that brought you, kept for 90 days
• Sign-in session cookies, which keep you signed in to the app

Our website also keeps the ad or link that brought you in your browser's local storage, for seven days at most, so a booking you start there in that time is credited to it; an ad you come from on a later visit replaces it. PostHog and the Meta Pixel may keep their own identifiers in your browser. You can block or delete cookies in your browser settings, though the app needs its sign-in cookies to work.

Children's privacy

Our services are not directed to children under 18. We do not knowingly collect personal information from children.

Changes to this policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on this page with an updated "Last updated" date.

Contact us

If you have questions or concerns about this Privacy Policy, please contact us:

• Email: hello@laundryplus.com
• Phone: 1300 501 385
• Mail: Laundry Plus, 186 Lygon Street, Brunswick East, VIC 3057
• Mallard & Mallard Pty Ltd, ABN 15 661 270 079
• Lygon Street Laundromat Pty Ltd as trustee for the Lygon Street Laundromat Family Trust, ABN 18 720 107 585