Privacy Policy

1. Who We Are

Laundry Load Powered by LaundDry is a pickup and delivery laundry service operated by LaundDry Pty Ltd ABN 38 683 404 248 (we, us, our). Our registered address is RT301A / 5 Footbridge Blvd, Wentworth Point NSW 2127.

We are the data controller responsible for your personal information collected through www.laundryload.com.au and in connection with our services.

2. What Information We Collect

2.1 Information You Provide

We collect personal information you provide directly to us, including:

• Full name
• Residential or business address (for pickup and delivery)
• Email address
• Phone number
• Payment information (processed securely via our payment provider — we do not store full card details)
• Special instructions or preferences relating to your laundry
• Communications you send to us (emails, enquiries, complaints)

2.2 NDIS Participant Information

For NDIS participants, we may additionally collect:

• NDIS participant number
• Plan management details and plan manager contact information
• Support coordinator details
• Relevant disability-related information necessary to deliver appropriate services

We treat NDIS participant information with the highest level of care and confidentiality, consistent with the NDIS Code of Conduct and the NDIS Quality and Safeguards Framework.

2.3 Information Collected Automatically

When you visit our Website, we may automatically collect:

• IP address and device information
• Browser type and version
• Pages visited and time spent on our Website
• Referring URL
• Cookie and tracking data (see clause 9)

3. How We Use Your Information

We collect and use your personal information for the following purposes:

• To process and fulfil your laundry service bookings
• To communicate with you about your bookings, including confirmations, updates, and invoices
• To process payments and manage billing, including NDIS invoicing
• To provide customer support and respond to complaints or enquiries
• To improve our services and Website through analytics and feedback
• To send you service-related notifications (we will not send marketing communications without your consent)
• To comply with legal and regulatory obligations, including NDIS compliance requirements
• To detect and prevent fraud or other unlawful activity

We will only use your personal information for the purpose for which it was collected, or for a directly related purpose, unless you have consented to another use or we are required by law.

4. Disclosure of Your Information

4.1 Service Delivery

We may disclose your personal information to third parties to the extent necessary to provide our services, including:

• Our drivers, contractors, and operational staff involved in your service
• Payment processors and financial institutions for billing purposes
• IT service providers and cloud hosting providers
• Our legal, accounting, or business advisors

4.2 NDIS-Specific Disclosure

For NDIS participants, we may disclose your information to:

• Your plan manager (for plan-managed participants)
• Your support coordinator
• The National Disability Insurance Agency (NDIA) as required for claims and compliance
• The NDIS Quality and Safeguards Commission where required by law

4.3 Legal Disclosure

We may disclose your personal information where required or authorised by law, including to law enforcement agencies, courts, or government authorities.

4.4 Business Transfers

If Laundry Load or LaundDry Pty Ltd is involved in a merger, acquisition, or sale of assets, your personal information may be transferred to the relevant party as part of that transaction. We will notify you of any such change.

4.5 No Sale of Data

We will never sell your personal information to third parties for marketing or commercial purposes.

5. How We Store and Protect Your Information

We store your personal information securely on servers located in Australia. We implement appropriate technical and organisational security measures, including:

• Encrypted data transmission (SSL/TLS)
• Secure access controls and authentication for staff
• Regular security reviews and updates
• Restricted access to personal information on a need-to-know basis

While we take reasonable steps to protect your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security and encourage you to take steps to protect your own information online.

We retain your personal information for as long as necessary to provide our services and comply with legal obligations, typically no longer than 7 years after your last transaction with us, in accordance with Australian taxation and record-keeping requirements.

6. Your Rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate, incomplete, or out-of-date information
• Request that we delete your personal information (subject to legal retention requirements)
• Opt out of direct marketing communications at any time
• Make a complaint about how we have handled your personal information

To exercise any of these rights, please contact our Privacy Officer at info@laundryload.com.au or by calling 1800 954 832. We will respond within 30 days.

7. Marketing Communications

We will only send you marketing communications (such as promotional offers or newsletters) if you have opted in to receive them. You may unsubscribe at any time by clicking the unsubscribe link in any marketing email or by contacting us directly. We comply with the Spam Act 2003 (Cth) in all commercial electronic communications.

8. Third-Party Websites

Our Website may contain links to third-party websites. We are not responsible for the privacy practices of those websites and encourage you to read their privacy policies before providing any personal information.

9. Cookies, Analytics & Advertising

Our Website uses cookies and similar tracking technologies to improve your browsing experience, analyse Website traffic, understand how visitors interact with our site, and measure the performance of our advertising. Types of cookies we may use:

• Essential cookies: Required for the Website to function correctly
• Analytics cookies: Help us understand how visitors use our site
• Preference cookies: Remember your settings and preferences
• Advertising cookies: Used to measure and improve our ads on third-party platforms

9.1 Microsoft Clarity

We use Microsoft Clarity to capture how visitors use our Website through behavioural metrics, heatmaps, and session recordings. This helps us improve and market our products and services. Clarity automatically masks personal information entered into form fields. Clarity is provided by Microsoft Corporation and data may be processed in the United States. For more information see the Microsoft Privacy Statement.

9.2 Meta Pixel

We use the Meta Pixel (provided by Meta Platforms Inc.) to measure the effectiveness of our advertising on Facebook and Instagram, to deliver more relevant ads, and to build audiences for ad campaigns. The Meta Pixel may collect your IP address, browser information, and details of pages you visit on our Website. Data is processed in the United States. You can manage your Meta ad preferences via Meta's Ad Preferences.

9.3 Cross-Border Disclosure

By using our Website, you acknowledge that personal information collected via these tools may be disclosed to recipients located outside Australia (primarily the United States), in accordance with Australian Privacy Principle 8. We take reasonable steps to ensure these recipients handle your information consistently with the APPs.

9.4 Your Choices

You can control cookies through your browser settings, use browser-based ad blockers, or enable "Do Not Track" signals. Disabling cookies may affect the functionality of certain parts of our Website. By continuing to use our Website, you consent to our use of cookies and tracking technologies as described in this policy.

10. Children's Privacy

Our services are not directed at children under the age of 18. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately and we will take steps to delete it. For NDIS participants under 18, we deal with their parent, guardian, or nominee in accordance with NDIS requirements.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The current version will always be available at www.laundryload.com.au/privacy. We will notify you of material changes by email or via a notice on our Website.

12. Complaints

If you have a complaint about how we have handled your personal information, please contact our Privacy Officer in the first instance:

We will acknowledge your complaint within 5 business days and endeavour to resolve it within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or by calling 1300 363 992.

For NDIS-related privacy complaints, you may also contact the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au or 1800 035 544.

13. Contact Us

For any questions or concerns about this Privacy Policy or our privacy practices:

This document has been prepared as a general commercial draft and does not constitute legal advice. It should be reviewed by a qualified Australian solicitor before publication.