If you have any queries or requests concerning this privacy policy or how we handle your data more clearly, please get in touch with us using the following details.

By contacting our customer services team at: [email protected]

We collect your Personal Information when you interact with us or use our Services, such as when you use our Sites to place an order. We also look at how visitors use our Sites, to help us improve our Services and optimize customer experience.

• when you create an account with us or you change your account settings;
• when you place an order with us and during the order process (including for payment and order, pickup, or delivery);
• when you contact us directly via email, phone, post, message or via our chat function or by use of any third party communications provider; and
• when you browse and use our Sites (before and after you create an account with us).

We also collect information from third party sites, such as advertising platforms.

When you visit the Sites or make/place an order through the Sites, you are asked to provide information about yourself including your name, contact details, delivery address, order details, any applicable information for us to fulfill your order, and payment information such as credit or debit card information (if applicable).

We also collect information about your usage of our Sites and information about you from any messages you post to the Sites or when you contact us or provide us with feedback, including via e-mail, letter, phone, chat function, or any other applicable form of contact such as third party chat providers. If you contact us by phone, we may record the call for training and Service improvement purposes, and make notes in relation to your call.

We collect technical information from your mobile device, computer, tablet (or any other applicable devices) such as its operating system, the device and connection type and the IP address and approximate location from which you are accessing our Sites.

We also collect technical information through your use of our services or fulfillment process of our services such as carrier/drivers/employees, location data and performance data such as mobile payment methods, a record of your current/previous order(s); interaction with other retail technology such as use of NFC Tags, QR Codes and/or use of mobile vouchers. This information may be collected and used by us automatically if you use the service through your mobile device(s) via any of our Sites.

We also collect health information about you if needed to fulfill our services, for example if you specify any skin allergies.

We will only process the data we collect if it is permitted under data protection law.

We will have a lawful basis for processing your information:

• if we need to process your information in order to provide you with the service(s) you have requested or to enter into a contract; we have your consent; we have a justifiable reason for processing your data; or we are under a legal obligation to do so.

Where or when we need to in order to provide you with the service(s) you have requested or to enter into a contract, we use your information:

• to supply the service(s) you have requested;
• to enable us to collect payment from you;
• to contact you concerning our service(s);
• to resolve issues you may have with your order;
• to contact you for promotions or to initiate any marketing methods allowed to us under any data protection laws or consumer protection laws
• to contact you where we think you may be interested in our service(s), we may (by email or telephone or any previously used communications provider) using the contact details you have provided to let you know about it. We are the controller of this information. (You have the right to opt out of receiving these types by contacting us)

We also process your data where we have a justifiable reason for doing so; for example personalization of our service, including processing data to make it easier and faster for you to place orders.

We may use any of the following reasons without restriction:

• to improve the effectiveness and quality of service that our customers can expect from us in the future;
• to enable our customer support team to help you with any enquiries or complaints;
• to contact you for your views and feedback on our services and to notify you if there are any important changes or developments to the Sites or our service(s), including letting you know that our services are operating in a new area or but not limited to where you have asked us to do so;
• to analyze your activity on the Sites so that we can administer, support, improve and develop our business
• to enforce our contractual terms with you and any other agreement, and for the exercise or defense of legal claims and to protect the rights of Hehe Clean and partners;
• and if you submit comments and feedback regarding the Sites and our service(s), we may use such comments and feedback on the Sites for any marketing or advertising materials. We will abide by but not limited to data protection and consumer protection laws when doing so.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of the Site may become inaccessible or not function properly.

If you would like to request any personal data stored such as cookies in our systems, you can contact us.

We will not retain your information for any longer than we think is necessary.

Information that we collect will be retained for as long as needed to fulfil the purposes outlined in the 'Use of my information' section above, in line with our legitimate interest or for a period specifically required by applicable regulations or laws, such as retaining the information for regulatory reporting purposes.

When determining the relevant retention periods, we will take into account factors including:

• our contractual obligations and rights in relation to the information involved; legal obligation(s) under applicable law to retain data for a certain period of time;
• statute of limitations under applicable law(s); disputes; and
• guidelines issued by relevant data protection authorities.

Otherwise, we securely erase your information where we no longer require your information for the purposes collected.

Sharing your information internally

We share your information with other Hehe Clean group companies only where necessary

Sharing your information with third parties

We share your information with third party service providers. The types of third party service providers whom we share your information with includes:

• Payment providers (including online payment providers and fraud detection providers): for the purposes of providing services to us, for example when they process information such as credit card payments for us, provide support services to you or carry out fraud checks for us;
• IT service providers (including cloud providers): for the purposes of data storage and analysis;
• Drivers: so they can pickup or deliver your order(s) to you;
• Customer support partners: who will help us to resolve any issues you may have with our service(s); and
• Marketing and advertising partners: so that they can ensure that you see advertising which is more relevant to you on our behalf.

We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy when it is transferred to third parties.

If our business enters into a joint venture with, purchases or is sold to or merged with another business entity, your information may be disclosed or transferred to the target company, our new business partners or owners or their advisors or where applicable.

We may also share your information:

• if we are under a duty to disclose or share your information in order to comply with (and/or where we believe we are under a duty to comply with) any legal obligation or regulatory requirement. This includes exchanging information with other companies and other organizations for the purposes of fraud protection and prevention; in order to enforce our contractual terms with you and/or any other agreement;
• to protect the rights of Hehe Clean, dry cleaning facility partners, scouts, or others, including to prevent fraud; and
• with such third parties as we reasonably consider necessary in order to prevent crime, e.g. but not limited to the police.

We adopt robust technologies and policies to ensure the personal information we hold about you is suitably protected.

We take steps to protect your information from unauthorized access and against unlawful processing, accidental loss, destruction and damage.

Where you have chosen a password that allows you to access certain parts of the Sites, you are responsible for keeping this password confidential.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will take steps to protect your information, we cannot guarantee the security of your data transmitted to the Sites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access.

Under data protection law, you may have a number of rights concerning the data we hold about you. If you wish to exercise any of these rights, or would like to request additional information on your rights please reach us at [email protected]

The right to be informed. You have the right to be provided with clear, transparent and easily understandable information about how we use your information and your rights. This is why we're providing you with the information in this policy.

The right of access. You have the right to obtain access to your information (if we're processing it). This will enable you, for example, to check that we're using your information in accordance with data protection law. If you wish to access the information we hold about you in this way, please get in touch ([email protected]).

The right to rectification. You are entitled to have your information corrected if it is inaccurate or incomplete. You can request that we rectify any errors in information that we hold by contacting us ([email protected]).

The right to erasure. This is also known as 'the right to be forgotten' and, in simple terms, enables you to request the deletion or removal of certain of the information that we hold about you by contacting us ([email protected]).

The right to restrict processing. You have rights to 'block' or 'suppress' further use of your information. When processing is restricted, we can still store your information, but will not use it further.

The right to data portability. You have the right to obtain your personal information in an accessible and transferrable format so that you can re-use it for your own purposes across different service providers. This is not a general right however and there are exceptions. To learn more please get in touch ([email protected]).

The right to lodge a complaint. You have the right to lodge a complaint about the way we handle or process your information with the national data protection authority.

The right to withdraw consent. If you have given your consent to anything we do with your information (i.e. we rely on consent as a legal basis for processing your information), you have the right to withdraw that consent at any time. You can do this by contacting us ([email protected]). Withdrawing consent will not however make unlawful our use of your information while consent had been apparent.

Any changes to our privacy policy will be posted to the Sites and, where appropriate, we will notify you of the changes by but not limited to email or push notification(s).

This privacy policy was last updated: Novemeber 18th, 2024