Privacy
Policy

The Swiss Laundry is a brand owned and operated by Swiss Laundry Private Limited, a company registered in India providing professional dry cleaning, laundry, carpet cleaning and garment care services.

This policy applies to all services offered under The Swiss Laundry brand including our website (theswisslaundry.com), our iOS and Android mobile applications, and all in-person and digital service interactions.

Information you provide directly:

• Name, mobile number and email address when you book a service or contact us
• Pickup and delivery address for garment collection and return
• Service preferences and special care instructions for your garments
• Communications you send via our contact form, WhatsApp, SMS or email
• OTP verification data used to authenticate your identity when logging into our app

Account data — created after first booking:

No personal account is created when you browse our app. An account is created only after you place your first service booking with us. This account stores your order history, saved addresses and service preferences. You may request deletion of this account at any time from within the app or by contacting us.

Information collected automatically:

• Device type, operating system and browser when you visit our website or use our app
• Pages visited, time spent and actions taken on our website or app
• IP address and approximate location derived from it
• App usage data including screens viewed and features used

Information from third parties:

• If you contact or follow us on Facebook or Instagram, we may receive your profile name and message content
• If you interact with our Meta advertisements, Meta may share anonymised engagement data with us
• Payment confirmation data from Razorpay and ICICI Bank Payment Gateway — we do not receive or store your card details

• To process your service bookings and fulfil pickup and delivery orders
• To authenticate your identity via OTP when you use our mobile application
• To send you SMS notifications — order confirmation, pickup slot, team arrival, delivery updates
• To send promotional SMS about offers, new services and campaigns — only to customers who have consented or have an existing service relationship with us
• To communicate with you via WhatsApp Business API for booking confirmations, queries and service updates
• To process payments through our payment partners Razorpay and ICICI Bank
• To respond to enquiries, complaints and feedback
• To improve our services, app and website through usage analysis
• To run targeted advertising campaigns on Facebook and Instagram via Meta Business Manager
• To comply with our legal obligations under Indian law including the IT Act 2000, DPDPA 2023 and TRAI regulations
• To prevent fraud and maintain the security of our systems

We do not sell, rent or trade your personal data. We share it only in the following specific circumstances:

• Pickup and delivery team: Your name, address and phone number are shared with our field staff to collect and return your garments
• Nine Modules: Our CRM and laundry management platform that manages bookings, order tracking and customer records — under a data processor agreement
• Razorpay and ICICI Bank: Our payment gateways process your transaction data securely. We do not store card or net banking details
• Meta (Facebook and Instagram): When you interact with our ads, Meta receives anonymised engagement data
• WhatsApp (Meta): We use the WhatsApp Business API to communicate with customers — message content is end-to-end encrypted and not shared with Meta
• Legal requirement: When required by law, court order or government authority under applicable Indian laws
• Business transfers: In the event of a merger or acquisition, your data may be transferred as part of that transaction

iOS App Store:

• Data collected: Name, phone, email, address, order history, OTP data, device identifiers, app usage
• Data linked to your identity: Name, phone, email, address, order history
• Data not linked: Device type, OS version, general usage analytics
• We do not use Apple IDFA or track users across other apps or websites
• Third-party SDKs: Nine Modules (CRM), Razorpay (payments)

Account deletion — Apple requirement:

You can delete your account from within the app under Settings → My Account → Delete Account. Order invoices required for tax compliance are retained for 3 years as required by Indian law.

Google Play Store:

• Data collected: Personal info, app activity, device info
• Data shared: Payment data with Razorpay and ICICI Bank; booking data with Nine Modules
• All data transmission uses HTTPS/TLS encryption
• Users can request deletion from within the app or by emailing info@theswisslaundry.com
• App contains no ads

We use two payment processors:

• Razorpay — PCI-DSS compliant. Processes credit/debit card, UPI, net banking and wallets. Privacy policy: razorpay.com/privacy
• ICICI Bank Payment Gateway — Processes card and net banking payments securely

We do not store, log or access your full card number, CVV or net banking credentials at any point. We retain only the transaction reference number and payment status for order records.

Cash on delivery is also available. No payment data is collected for cash transactions.

We use the official WhatsApp Business API (Meta Platforms Inc.) to communicate with customers regarding bookings, order updates and service information.

How we use WhatsApp:

• Booking confirmations and order status updates
• Responding to customer queries and service requests
• Promotional messages — only to customers who have explicitly opted in

Consent and opt-out: We only message customers who have shared their number for service purposes or explicitly opted in. You can opt out at any time by replying STOP or emailing info@theswisslaundry.com.

All messages are end-to-end encrypted. Message content is not shared with Meta. As of 2025, WhatsApp has not published an India-specific DPDPA Data Processing Agreement — we are monitoring this and have requested one from Meta.

We send two types of SMS:

• Transactional SMS: Order confirmations, pickup alerts, OTP. May be sent at any time.
• Promotional SMS: Offers and campaigns. Sent only 10:00 AM – 9:00 PM. Every message includes an opt-out option.

TRAI / DLT Compliance:

Swiss Laundry Private Limited is registered as a Principal Entity on the DLT platforms of STPL, BSNL and Vodafone under TCCCPR 2018 and its 2025 amendments.

• All SMS headers (Sender IDs) are DLT-registered
• All SMS templates are pre-approved on the DLT platform
• From May 6, 2025 all headers carry mandatory TRAI suffixes: -T Transactional, -S Service, -P Promotional
• Consent records for promotional SMS are maintained on our DLT platform
• Opt out by replying STOP or calling 1909

We actively run paid campaigns on Facebook and Instagram through Meta Business Manager.

What we share with Meta:

• We may use Meta Pixel on our website to measure ad effectiveness
• We may upload hashed customer lists (phone/email) to create Custom Audiences
• Meta receives anonymised engagement data when users interact with our ads

Your choices:

• Opt out of personalised ads through Facebook/Instagram Settings → Privacy → Ads
• Request removal from our Custom Audiences by emailing info@theswisslaundry.com

We currently do not use Google Analytics or any third-party analytics tool on theswisslaundry.com.

When we implement Google Analytics in future, this policy will be updated to disclose what data it collects, data retention period, how to opt out, and our Data Processing Agreement with Google.

We will update this policy and provide clear notice before any analytics tracking begins. No analytics tracking is currently active on our website.

The Digital Personal Data Protection Act 2023 (DPDPA) took partial effect on November 13, 2025 and will be fully in force by May 2027. We are committed to full compliance.

Our obligations as a Data Fiduciary:

• Consent: Clear, specific and informed consent before collecting your data
• Purpose limitation: Your data used only for the stated purpose
• Data minimisation: We collect only what is necessary to provide our services
• Data accuracy: We maintain accurate and up-to-date records
• Storage limitation: Data retained only as long as necessary or required by law
• Security: Reasonable safeguards against unauthorised access or disclosure
• Processor agreements: Data processing agreements with Nine Modules and payment processors

Under the DPDPA 2023, IT Act 2000 and IT (Sensitive Personal Data) Rules 2011, you have the following rights:

• Access: Request a summary of the personal data we hold about you
• Correction: Ask us to correct inaccurate or incomplete information
• Deletion: Request deletion from within our app (Settings → My Account → Delete Account) or by contacting us
• Withdraw consent: Withdraw consent to marketing at any time
• Grievance: Raise a complaint with our Grievance Officer
• Nominate: Nominate another person to exercise these rights on your behalf

Contact info@theswisslaundry.com or +91 9836233354. We acknowledge within 48 hours and resolve within 30 days.

Under the DPDPA 2023, a child is defined as any individual under 18 years of age.

Our services are intended for adults. We do not knowingly market to or collect personal data from children. If a booking is made for garments belonging to a child, the account is held in the name of the adult placing the booking.

If we are required to process personal data of a child, we will obtain verifiable parental or guardian consent using government-authorised identity documents as required under DPDP Rules 2025.

If you believe we have inadvertently collected a child's data without parental consent, contact info@theswisslaundry.com immediately and we will delete it promptly.

In the event of a personal data breach, Swiss Laundry Private Limited will:

• Report the breach to the Data Protection Board of India within 72 hours, regardless of gravity, as required under DPDPA 2023
• Notify affected individuals promptly where the breach is likely to result in significant risk
• Take immediate steps to contain the breach and mitigate its impact
• Maintain a record of the breach, its effects and the remedial action taken

If you believe your data held by us has been compromised, contact info@theswisslaundry.com or +91 9836233354 immediately.

• Your data is stored on secure servers maintained by Nine Modules, Razorpay and ICICI Bank — all within India
• All data transmission uses HTTPS/TLS encryption
• Payment data processed through PCI-DSS compliant gateways — card details never stored by us
• Access to personal data restricted to employees who need it to deliver your service
• Order and invoice records retained for minimum 3 years (Indian tax and accounting law)
• Consent records for promotional SMS and WhatsApp retained minimum 7 years (DPDPA Rules 2025)
• Data no longer required is securely deleted or anonymised

We will update this Privacy Policy to reflect changes in our practices, technology or regulatory requirements — including updates to DPDPA Rules, TRAI regulations, Apple App Store guidelines or Google Play policies.

When we make material changes we will update the date at the top of this page. For significant changes, we will notify you by email or within our app.

We specifically commit to updating this policy before activating Google Analytics on our website.

Your continued use of our services after any change constitutes acceptance of the revised policy.