Privacy Policy & Refund Policy

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

1. Types of Personal Data We Collect

We may collect the following categories of personal data:

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

2. How We Collect Your Data

• Direct collection through forms, account setup, or orders
• Automated tracking technologies
• Third-party data from payments, delivery, analytics partners

3. How We Use Your Personal Data

• To operate and provide our laundry services
• Process orders, payments, and deliveries
• Manage accounts and support requests
• Marketing (only with opt-in consent)
• Fraud prevention & security monitoring
• Compliance with legal obligations

4. Legal Basis for Processing

• Performance of a contract
• Legal obligations
• Legitimate interest
• Consent (where applicable)

5. Sharing Your Personal Data

Your data may be shared with:

• Delivery partners
• Payment processors
• Cloud & IT service providers
• Analytics & marketing partners (only opt-in)
• Government authorities when required by law

6. Cookies & Tracking

We use cookies for authentication, preferences, performance analysis, and ad relevance. You may disable cookies in your browser at any time.

7. Data Retention

We retain personal data only as long as required for service delivery, legal compliance, or dispute resolution.

8. Security

We use encryption, restricted access controls, and continuous monitoring to safeguard your information.

9. International Transfers

Your data may be processed or stored outside Kuwait with appropriate safeguards.

10. Your Rights

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

11. Children’s Privacy

Our services are not intended for users under 13 years old.

12. Third-Party Links

We are not responsible for external websites linked through our platform.

13. Updates to This Policy

We may update this policy occasionally. Continued use of our services indicates acceptance of updates.

14. Contact Us

15. Refund, Claims & Compensation Policy

If issues arise such as damage, loss, or dissatisfaction, customers may file a claim for review. Key points:

• No cash refunds for completed services. Remedies include re-cleaning, service credit, or compensation.
• Damage claims must be reported within 24 hours with photos and order details.
• Maximum compensation is the lower of:
  • Up to 5× cleaning cost, or
  • Depreciated item value
• Lost items may be replaced or compensated (up to 25 KD unless declared high-value).
• No compensation for pre-existing damage, natural wear, color bleeding, or items without care labels.
• Dissatisfaction with cleaning quality → free re-cleaning only.
• Delivery errors will be corrected at no cost.
• Refunds allowed only for duplicate payments or technical issues (processed in 7–14 business days).
• Claims must be submitted within 24 hours via email, phone, or the app.