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The Laundry Brothers
Privacy

Privacy policy

Last updated: 2026-05-01

The Laundry Brothers (“TLB,” “we,” “us,” “our”) is a Canadian laundry pickup-and-delivery service operating in British Columbia. This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and the rights you have regarding that information.

We comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA), British Columbia’s Personal Information Protection Act (BC PIPA), and the Canada’s Anti-Spam Legislation (CASL).

1. Information we collect

We collect only what we need to deliver the service:

  • Account & contact — name, email address, phone number, service address(es), and password (stored as a one-way hash).
  • Payment information — billing address and a token reference returned by our payment processor. We do not store credit-card numbers on our systems.
  • Service information — pickup history, item-level notes you provide, photos of flagged items, communication preferences, and customer-care notes.
  • Commercial accounts — business name, business address, contact for invoicing, and a tax identifier where applicable.
  • Device & usage — IP address, browser type, pages visited, referrer, and approximate location for routing accuracy. Collected via cookies and server logs.
  • Communications — emails, texts, or call records relating to your account or a specific order. Calls may be recorded for quality and training; you’ll be notified at the start of any recorded call.

2. Why we collect it

We collect and use personal information for the following purposes:

  • To schedule, route, and complete laundry pickups and deliveries.
  • To process payments and issue invoices, refunds, or credits.
  • To communicate about your order, account, or care guarantee.
  • To prevent fraud, secure your account, and protect our team.
  • To comply with tax, accounting, and other legal obligations.
  • To send marketing communications — only with your express consent, and only until you opt out.
  • To improve our service, including aggregate analytics.

3. Legal basis & consent

Our legal basis for collecting and using your personal information is your express or implied consent. By creating an account or scheduling a pickup, you consent to the collection and use of personal information as described in this policy. You may withdraw consent at any time, subject to legal and contractual restrictions, by emailing info@thelaundrybrothers.com.

4. Who we share with

We do not sell or rent personal information. We share information only with vendors that need it to deliver the service, and only to the extent required:

  • Payment processors to charge cards and process refunds (PCI-DSS compliant).
  • Scheduling, routing, and CRM platforms to manage pickups and customer records.
  • Email, SMS, and analytics providers to send service messages and understand site usage.
  • Professional advisors (accountants, lawyers, auditors) under confidentiality.
  • Government or law enforcement where required by Canadian law, valid court order, or to protect the rights, safety, or property of TLB or others.

Each vendor is bound by a written data-processing agreement that limits use to the contracted purpose and requires comparable security standards.

5. Cross-border transfers

Some of our service providers (analytics, email delivery, cloud hosting) may store data on servers located outside Canada, including in the United States. By using our service, you understand that personal information may be processed outside Canada and may be subject to the laws of those jurisdictions, including lawful access by foreign authorities. We choose providers that maintain industry-standard safeguards and contractual protections.

6. Retention

We retain personal information only as long as we need it for the purposes described in this policy or as required by law:

  • Active accounts — for the life of the account plus the period required to resolve any outstanding matter.
  • Closed accounts — up to 7 years after closure, to meet tax and accounting obligations.
  • Marketing lists — until you unsubscribe.
  • Server logs — rolling 90-day retention.

7. Your rights under PIPEDA & BC PIPA

  • Access — you can request a copy of the personal information we hold about you.
  • Correction — you can ask us to correct inaccurate or incomplete information.
  • Withdrawal of consent — you can withdraw consent for non-essential processing (e.g. marketing) at any time.
  • Deletion — you can ask us to delete your information, subject to legal record-keeping obligations.
  • Portability — you can request a structured copy of the information you provided.
  • Complaint — you can complain to our Privacy Officer (below) or directly to the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for BC.

Email your request to info@thelaundrybrothers.com with the subject line “Privacy request.” We respond within 30 days; complex requests may take up to 60 days, in which case we’ll let you know.

8. Cookies & analytics

We use a small set of cookies and similar technologies to run the site (essential), remember your preferences (functional), and understand site usage in aggregate (analytics). Essential cookies cannot be disabled because the site won’t function without them. You can manage or block other cookies in your browser settings.

We use server-side and privacy-preserving analytics where possible. We do not run third-party advertising trackers or cross-site behavioural-advertising pixels on this site.

9. Marketing & CASL

We send marketing communications only with your express consent (e.g. when you opt in at signup). Every marketing email includes a one-click unsubscribe and the sender identifying information required by CASL. Unsubscribing from marketing does not affect transactional service messages (pickup confirmations, billing notices, etc.).

10. Children

Our service is intended for individuals 18 years of age or older. We do not knowingly collect personal information from anyone under 13. If you believe we have collected such information, contact us and we will delete it.

11. Security

We protect personal information with administrative, physical, and technical safeguards proportionate to its sensitivity: encryption in transit (HTTPS) and at rest where appropriate, access controls based on least-privilege, audit logging, and periodic security review. Despite these measures, no system is perfectly secure — if we detect a privacy breach that creates a real risk of significant harm, we will notify affected individuals and the appropriate regulator as required by law.

12. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top reflects the most recent change. Material changes will be communicated by email to active customers and posted prominently on the site at least 30 days before they take effect.

13. Privacy Officer & contact

Questions, requests, or complaints about this policy or our handling of personal information can be directed to our Privacy Officer: