Privacy Policy

Who we are

SudsUp (“we”, “us”) runs the SudsUp website and app, a neighbour-to-neighbour laundry marketplace in the United Kingdom. We are the data controller for the personal data described here under the UK GDPR and the Data Protection Act 2018. Contact us any time at [email protected].

What we collect

• Account details: your name, email address and a securely hashed password (we never see or store your actual password).
• Location: the postcode you search with, and for washers their address and postcode. Washer locations are blurred on the public map; the exact address is only shared with a customer once a booking is accepted.
• Washer verification: a photo of a passport or driving licence, a profile photo, phone number and services offered. ID documents are stored privately and only viewed by our team to approve you.
• Bookings: order details, drop-off dates, bag counts, hub choices and check-in photos of bags.
• Messages and reviews: chat messages between a customer and washer on a booking, star ratings and reviews, plus any reports or blocks you make.
• Payments: handled entirely by Stripe. We never receive or store your card number. Washers’ bank details are held by Stripe Connect.
• Enquiries: anything you send through our contact, support or partnership forms.

How we use it and why

• To create your account and provide bookings, messaging, payments and payouts (performance of a contract).
• To verify washers, prevent fraud, moderate reported content and keep the community safe (legitimate interests).
• To send service emails such as booking updates and email verification (performance of a contract).
• To keep financial records for tax purposes (legal obligation).

We do not use advertising trackers, we do not track you across other apps or websites, and we do not sell or rent your data to anyone.

Who we share it with

• The other person on your booking: customers see a washer’s name, photo, rating and approximate area; washers see the customer’s name and booking details.
• Drop-off hubs: if you choose a hub, its staff see your first name and order reference.
• Service providers who process data on our behalf: Stripe (payments), our secure cloud hosting and file storage provider, our transactional email provider, postcodes.io (turning postcodes into map locations) and OpenFreeMap (map tiles).
• Authorities, if the law requires it.

How long we keep it

We keep your account data while your account is open. When you delete your account we immediately remove your name, email, password, washer profile, ID documents and notifications. Anonymised booking and payment records are kept for up to 6 years to meet UK tax and accounting rules. Content reports are kept for up to 2 years for safety purposes.

Your rights

You can ask to access, correct, export or erase your data, or object to how we use it. You can delete your account at any time in the app under Account & privacy. For anything else, email [email protected] and we’ll reply within 30 days. If you’re unhappy, you can complain to the Information Commissioner’s Office (ico.org.uk).

Security

All traffic is encrypted, passwords are hashed, ID documents are stored privately with time-limited access links, and only authorised team members can view verification documents.

Children

SudsUp is only for people aged 18 and over. We don’t knowingly collect data from children.

Changes

If we make significant changes we’ll let you know by email or in the app. See also our Terms of Use.