Privacy Policy

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Last updated: October 1, 2026

The Linen Loop respects your privacy and is committed to handling your personal information responsibly and lawfully. This policy explains what information we collect, why we use it, who we share it with, and your rights.

For UK data-protection purposes, the data controller is:

Lorraine Sibanda, trading as The Linen Loop

Business address: East Lancashire

Email: hello@thelinenloop.co.uk

ICO registration reference: 

We may collect:

• Name, email address, telephone number
• Collection and delivery address, postcode, and any property access instructions you provide (for example, door or gate access codes)
• Business name and business contact details (for commercial accounts)
• Booking and collection information, laundry preferences and service instructions
• Order history, invoice and transaction information
• Communications with us (email, SMS, phone, WhatsApp)
• Marketing preferences
• IP address, device and browser information, and website/cookie information
• CCTV images and audio from our production facility, which may capture ourselves, staff, contractors, delivery/courier personnel, or clients attending on-site meetings (see Section 6)

Payment providers process card and bank information on our behalf. We generally receive payment confirmations, transaction references and limited payment information rather than your complete card details.

You may occasionally provide information about allergies, sensitivities or other circumstances relevant to how you would like your laundry processed.

Please only provide information that is reasonably necessary for us to deliver your requested service.

Where information you provide would count as special-category personal data (for example, health information such as an allergy), we will only use it where permitted by data-protection law and, where required, with your explicit consent.

We may use personal information to:

• Process enquiries and bookings
• Arrange collections and deliveries
• Provide laundry services
• Calculate prices and issue invoices
• Take and reconcile payments
• Communicate about your order
• Manage recurring services and customer accounts
• Respond to complaints or service issues
• Maintain financial and tax records
• Prevent fraud and misuse
• Manage and improve our business and website security
• Send marketing communications where permitted

Processing your booking and delivering the service: Performance of a contract

Arranging collection/delivery, sending order status updates: Performance of a contract

Taking and reconciling payment: Performance of a contract

Complying with tax, accounting and other legal requirements: Legal obligation

Preventing fraud, improving our service, resolving disputes, managing the business: Legitimate interests

Marketing communications: Consent

Non-essential cookies (analytics, advertising): Consent

Where we rely on legitimate interests, we have considered that this is not overridden by your rights and interests. You may withdraw consent at any time where consent is our lawful basis; this does not affect processing carried out before withdrawal.

We only share personal information where reasonably necessary. Depending on the systems we use, this may include:

• Geelus — booking and laundry operations management
• Jotform — booking and laundry operations management
• GoDaddy — website hosting and website forms
• Stripe — online card payments
• GoCardless — Direct Debit payments
• SumUp — card payments
• Xero, Zoho— accounting and invoicing
• Meta (Instagram/Facebook) — advertising, where we run Meta ad campaigns, and messages you send us via WhatsApp or Instagram
• Email and communication providers
• Professional advisers such as accountants, insurers or legal advisers
• Public authorities, where disclosure is required by law

These providers may act as processors, independent controllers, or both, depending on the particular service. Where you contact us or we contact you via WhatsApp or Instagram, that message is also subject to Meta's own privacy policy.

We do not sell your personal information.

Our production facility is primarily a working premises. Most customer interaction happens through collection, delivery, online booking or electronic communication, but individuals may occasionally attend the facility in person meetings.

We operate CCTV cameras, including audio recording, at our facility for the purposes of crime prevention, security, and protecting ourselves, our staff, equipment, stock and any visitors, and to provide a reliable record of events in the event of an incident or dispute. This is on the basis of our legitimate interests in keeping our premises, property and the people on it safe, and in being able to verify what occurred if something goes wrong. Individuals captured on camera may include ourselves, staff, contractors, delivery/collection personnel, and individuals attending on-site meetings.

Clear signage is displayed at the facility entrance and within any meeting area, stating that both CCTV video and audio are in operation, as required by law for any area where someone could reasonably be recorded, including staff, visiting contractors, couriers and individuals.

Footage is recorded and automatically overwritten on a rolling basis after approximately 30 days unless we need to retain a specific recording for longer to investigate an incident, support a legal or insurance claim, or comply with a request from the police or another authority.

Our cameras are positioned to cover the interior/exterior of our facility and record audio as well as video, for the reasons set out above. We do not use CCTV or audio recording to monitor normal business conversations beyond what is reasonably necessary for security and incident-verification purposes.

Access to CCTV footage is restricted to Lorraine Sibanda and Dean Gallagher, and footage is not shared with third parties except where required by law or to report a crime.

Some of our technology providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure an appropriate legal safeguard applies, such as UK adequacy regulations, the UK International Data Transfer Agreement, or an approved UK addendum to standard contractual clauses.

We do not keep personal information indefinitely.

• Customer, order, invoice and transaction records: generally up to six years, where necessary for accounting, tax, contractual or legal purposes
• Unsuccessful enquiries: normally a shorter period, unless there is a legitimate reason to retain them
• Marketing information: until you unsubscribe or withdraw consent, or it is no longer reasonably required (we may retain limited suppression information to ensure we respect an opt-out)

Specific retention periods may vary where required by law or where information is needed to establish, exercise or defend legal claims.

We may contact existing customers about similar services where permitted by law and where an appropriate opt-out is provided. Where consent is required, we will obtain it before sending marketing.

You can unsubscribe at any time using the unsubscribe facility provided, or by contacting hello@thelinenloop.co.uk.

Operational messages concerning an existing enquiry, booking, collection, delivery, invoice or account are not marketing communications and are not affected by a marketing opt-out.

Our website uses cookies and similar technologies.

Strictly necessary technologies may operate without consent where permitted by law. We will ask for consent before using non-essential technologies where consent is required, including analytics, advertising or behavioural tracking technologies such as a Meta Pixel.

More information is available in our Cookie Policy.

We do not use automated decision-making or profiling that produces legal or similarly significant effects on you without human involvement.

We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, disclosure or misuse, including relying on the security measures of our third-party providers (Geelus, Stripe, GoCardless, GoDaddy), each of whom maintains their own compliance standards.

Property access codes and similar security-sensitive information are only accessible to those who need them to carry out a collection or delivery, and are not stored in any unsecured or widely shared document.

No online system can be guaranteed to be completely secure.

Our services are not directed at, and we do not knowingly collect data from, anyone under 18.

Depending on the circumstances, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate information
• Request deletion of your data (subject to our legal retention obligations)
• Restrict or object to processing
• Request your data in a portable format
• Withdraw consent, where we rely on consent

Some rights are subject to legal conditions and exceptions. To exercise your rights, email hello@thelinenloop.co.uk. We will normally respond within one month, as required by UK GDPR. We may need to verify your identity before fulfilling a request.

If you are unhappy with how we handle your personal information, please contact us first at hello@thelinenloop.co.uk.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator, at ico.org.uk.

We may update this Privacy Policy when our services, suppliers or legal obligations change. The latest version will be published on our website, with the "Last updated" date revised accordingly.