Privacy Policy

Palino Laundry ("we", "us") provides laundry pickup and delivery in Calgary and surrounding communities. This policy explains what personal information we collect, why, and the choices you have. We follow Alberta's Personal Information Protection Act (PIPA) and, where it applies, the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

Information we collect

• Account details: your name, email address, mobile number and password (stored encrypted). If you sign in with Google, we receive your name and email address from Google.
• Service details: pickup and delivery addresses, postal code, gate or buzzer codes, access notes, laundry instructions, and your order history.
• Proof of service: photos our drivers take of your laundry at pickup and delivery, and your signature when you receive an order.
• Payment details: online card payments are processed by Stripe. We never see or store your full card number; we keep only a payment reference and the amount paid.
• Loyalty and referrals: your points balance and history, your referral code, and who referred you.
• Technical information: basic server logs (such as IP address and browser type) and a session cookie that keeps you signed in. We do not use advertising or tracking cookies.

How we use it

We use your information to schedule and complete pickups and deliveries, weigh and price your order, take payment, send order updates by email and text message, run the loyalty and referral programs, handle questions and damage claims, prevent fraud, and meet legal and tax obligations.

Messages. Order confirmations and status updates (booked, picked up, out for delivery, delivered) are part of the service. We do not send marketing messages unless you have agreed to receive them, as required by Canada's Anti-Spam Legislation (CASL). You can reply STOP to any text message to stop texts.

Who we share it with

We do not sell your personal information. We share it only with service providers who help us run the service, and only as needed:

• Stripe — online card payments
• Twilio — text messages
• Microsoft — email delivery
• Google — "Continue with Google" sign-in, and map directions for our drivers
• Our drivers and staff — the details needed to complete your order

Some of these providers may store information outside Canada, where it may be subject to the laws of that country. We may also disclose information when required by law.

How long we keep it

We keep your account information while your account is open. Order and payment records are kept as long as needed for tax and accounting purposes (generally six years under Canada Revenue Agency rules). Proof-of-service photos and signatures are kept with the order they belong to.

Your choices and rights

• Access and correction: you can see and update your profile and addresses in your account at any time, or ask us for a copy of the personal information we hold about you.
• Deleting your account: you can delete your account from your Profile page. If you have past orders, we remove your personal details from your account and keep only the order records we are legally required to keep.
• Questions or complaints: contact us at [email protected] or (403) 891-1789. If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner of Alberta.

Security

We use encrypted connections (HTTPS), store passwords using one-way encryption, restrict staff access to what their role requires, and back up data securely. No system is perfectly secure, so please keep your password private.

Changes to this policy

We may update this policy from time to time. The date at the top of this page shows when it last changed. Significant changes will be communicated by email.

Contact

Palino Laundry · [email protected] · (403) 891-1789