Moon Laundry – Privacy Policy & Refund Policy

1. Introduction

Moon Laundry (“Company”, “we”, “us”, or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, store, and protect your personal data when you use our website, mobile application, or any services we provide (“Service”).

2. Types of Personal Data We Collect

We may collect the following categories of personal data:

• Identity Data
• Contact Data
• Account Data
• Payment Data
• Transaction Data
• Device & Technical Data
• Location Data
• Communication Data
• Media Data (photos submitted for claims)

3. How We Collect Your Data

• Direct collection through forms, account creation, or orders
• Automated tracking technologies
• Third-party data sources such as payment providers, delivery partners, and analytics services

4. How We Use Your Personal Data

• Providing and managing laundry services
• Processing laundry orders and payments
• Account management and customer support
• Marketing communications (opt-in only)
• Fraud prevention and security monitoring
• Improving service performance and user experience
• Compliance with applicable laws and regulations

5. Legal Basis for Processing

• Performance of a contract
• Compliance with legal obligations
• Legitimate business interests
• User consent where required

6. Sharing Your Personal Data

Your personal data may be shared with:

• Delivery partners
• Payment processors
• IT and cloud service providers
• Analytics and marketing partners (opt-in only)
• Government or regulatory authorities when required by law

7. Cookies and Tracking

Cookies and similar technologies are used for login authentication, preferences, analytics, performance monitoring, and ad relevance. You may disable cookies through your browser settings.

8. Data Retention

Personal data is retained only for as long as necessary to provide services, meet legal obligations, and resolve disputes.

9. Security

We implement encrypted communications, restricted access controls, authentication systems, and continuous monitoring to protect your personal data.

10. International Transfers

Your data may be stored or processed outside Kuwait, with appropriate safeguards in place to protect your information.

11. Your Rights

• Access and obtain a copy of your personal data
• Correct inaccurate or incomplete data
• Request deletion of your data
• Restrict or object to certain processing
• Data portability
• Withdraw consent where applicable

12. Children’s Privacy

Our services are not intended for users under 13 years of age.

13. Third-Party Links

We are not responsible for external websites or services linked from our platform.

14. Updates to Policy

Any changes to this policy will be posted with an updated effective date. Continued use of our services constitutes acceptance of the updated policy.

15. Contact Us

16. Refund, Claims & Compensation Policy

Moon Laundry aims to deliver high-quality services. If issues arise such as damage, loss, or quality concerns, customers may file a claim for review.

• No cash refunds for completed services. Remedies include free re-cleaning, service credit, or compensation.
• Damage claims must be reported within 24 hours with photos and order details.
• Maximum compensation is up to five (5) times the cleaning cost or the depreciated value of the item, whichever is lower.
• Lost item claims may result in replacement or compensation, capped at 25 KD unless declared as high-value.
• No compensation for pre-existing damage, natural wear and tear, color bleeding, or items without care labels.
• Dissatisfaction with cleaning quality is resolved through free re-cleaning only.
• Delivery errors will be corrected at no additional cost.
• Refunds are issued only for duplicate payments or technical issues and are processed within 7–14 business days.
• All claims must be submitted within 24 hours via email, phone, or the mobile application.