Privacy Policy

This Privacy Policy explains how your personal data is collected, used, shared and protected when you use the LB Pickup & Delivery App (the "App") to book laundry pickup and delivery, dry cleaning, buy laundry bags and subscribe to our plans. It is issued in accordance with the Personal Data Protection Act 2010 (Malaysia) ("PDPA"). By registering for or using the App, you consent to the processing of your personal data as described here.

1. Who we are

In this policy, "we", "us" and "our" refer to City Coin Laundry Sdn Bhd and, for payment-related processing, Paynwash Solutions Sdn Bhd.

2. Personal data we collect

We do not collect sensitive personal data (as defined in the PDPA) through the App. Please do not include such information in notes or support messages.

3. How we use your data

• To provide the service – create and verify your account, take bookings, assign the nearest rider and partner outlet, pick up, wash and return your laundry, and show order tracking and photos.
• To process payments – charge bookings and purchases, run monthly subscription renewals, issue receipts and process refunds.
• To communicate with you – order updates, payment and renewal notices, failed-payment alerts and support replies, by in-app notification, push notification, email, SMS or WhatsApp.
• To let you and your rider coordinate – during an active order, your rider can see your name, pickup address and contact number, and you can see your rider's name and contact number (for example through the "Contact via WhatsApp" button). This is limited to the active order.
• To handle claims and disputes – investigate damage, loss or payment disputes using order records and handoff photos.
• To keep the service safe – prevent fraud and misuse, secure accounts, and meet legal, tax and accounting obligations.
• To improve the service – understand usage and service quality in aggregated form.
• Marketing – we may send you promotions about our own services. You can opt out at any time by contacting us; service messages (such as order updates) will still be sent.

4. Payments and card data

Payments in the App are processed by Paynwash Solutions Sdn Bhd through licensed third-party payment gateways, currently Fiuu (formerly Razer Merchant Services) and GKash.

• Card details are entered directly on the payment gateway's secure page. They are not transmitted to or stored on our servers.
• For subscriptions, the gateway returns a card token (a reference that cannot be used to recover your card number). We store this token, together with card brand, last 4 digits and card type, so that your monthly subscription can renew automatically.
• Card payments are authenticated by your card issuer (for example 3-D Secure) where required.
• When you cancel your subscription, the stored token is no longer used for any charge.

5. Who we share data with

We share personal data only where needed for the purposes above:

We do not sell your personal data.

6. Location, photos and notifications

• Location – the App asks for location permission only to help you place your address pin accurately. You can decline and set the pin manually. We do not track your location in the background.
• Camera and photos – used only when you choose to attach a pickup photo or claim evidence.
• Notifications – the App asks permission to send push notifications about your orders and subscription. You can turn them off in your phone settings; you will still receive in-app and email updates.

7. Where your data is stored

Your data is stored on secure cloud servers operated by our service providers, primarily in Malaysia. Some providers (for example messaging, mapping and payment services) may process data in other countries. Where data is transferred outside Malaysia, we take steps to ensure it is protected to a standard consistent with the PDPA.

8. How long we keep data

• Account and address data – while your account is active, and for a reasonable period afterwards to handle any outstanding orders, claims or disputes.
• Orders, payment and transaction records – as long as required for tax, accounting and legal purposes (generally up to 7 years).
• Handoff photos and claim evidence – as long as needed to handle the order and any related claim or dispute.
• When data is no longer needed, we delete or anonymise it.

9. Security

We use reasonable technical and organisational measures to protect your data, including encrypted connections (HTTPS), hashed passwords, access controls, private cloud storage that is not publicly accessible, and payment tokenisation so that card numbers are never held by us. No method of transmission or storage is completely secure, so please keep your password confidential and tell us immediately if you suspect unauthorised access to your account.

10. Your rights

Under the PDPA you may:

• request access to the personal data we hold about you;
• request correction of data that is inaccurate, incomplete or out of date (you can also update most details in the App);
• withdraw consent or limit processing, including opting out of marketing – note that we may then be unable to provide some services;
• ask questions or make complaints about how your data is handled.

Send requests to the contact details in section 14. We may need to verify your identity and may charge a fee permitted by law for data access requests. We aim to respond within 21 days.

11. Deleting your account

You can ask us to delete your account and personal data by emailing support@laundrybar.com.my from your registered email address, with the subject "Delete my account". We will close your account, cancel any active subscription and delete or anonymise your personal data, except records we must keep by law (for example transaction records, see section 8).

12. Children

The App is intended for users aged 18 and above. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us so we can delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top shows the latest version. Where changes are significant, we will notify you in the App or by email. Continued use of the App after an update means you accept the updated policy.

14. Contact us

In the event of any inconsistency between the English and Bahasa Malaysia versions of this policy, the English version prevails.