Effective Date: 27 August 2026Â
Last Updated: 27 August 2026Â
Location: Dubai, United Arab Emirates
Wash House operates the Wash House mobile application (the "App"). This Privacy Policy explains what personal information we collect, why we collect it, how we use it, and when we share it, and the choices available to you.
By using the App, you acknowledge that you have read this Privacy Policy. Where applicable law requires your consent for a particular type of processing, we will request that consent separately.
If you have any questions about this Privacy Policy, please contact us at customercare.washhouse@gmail.com.
Depending on how you use the App, we may collect the following categories of information:
When you create an account, we may collect:
Name
Phone number
Email address
Account credentials or authentication information, where applicable
When you place an order, we may collect:
Pickup and delivery addresses
Order details and order history
Items or services included in your order
Special instructions or notes you provide to our cleaning team
Photos that you voluntarily upload in connection with an order
The App accesses your device's location information when you enable location permission.
We may collect precise or approximate location information, depending on the permission granted by your device and the features you use.
We use location information to:
Help identify or confirm your pickup and delivery location
Facilitate pickup and delivery of your orders
Help delivery personnel locate the requested pickup or delivery address
Provide order tracking or driver-arrival information, where available
Improve the reliability and performance of location-related features
We do not require continuous background location access unless a particular App feature specifically requires it and the relevant device permission has been granted.
You can control or revoke location permission at any time through your device settings. Disabling location access may affect features that depend on location information, such as location-assisted pickup, delivery, or tracking.
The App includes an in-app voice calling feature that allows riders and customers to communicate directly regarding an order (for example, to confirm a pickup or delivery location).
This feature uses microphone access, which is requested only when you place or receive an in-app call.
We use a third-party real-time communication service, ZegoCloud, to power this calling feature. When you make or receive an in-app call:
Audio is transmitted in real time to connect the call between the rider and the customer.
We do not intentionally record or store the content of your calls.
Limited call metadata (such as call duration, call status, and timestamps) may be processed to maintain call quality, troubleshoot issues, and prevent misuse.
Microphone access is not used for any background or continuous recording, and is only active during an in-app call. You can disable microphone access at any time through your device settings; doing so may prevent you from using the in-app calling feature.
Payments are processed through third-party payment processors or payment gateways.
We do not intentionally collect or store your complete payment card number on our own systems. Payment information is transmitted to and processed by the applicable payment provider according to its privacy policy and security practices.
When you use the App, we may automatically receive certain technical information, such as:
Device type and operating system
App version
Device identifiers or similar technical identifiers, where applicable
IP address
Crash and diagnostic information
App performance information
This information helps us maintain, secure, troubleshoot, and improve the App.
We may collect information about how you interact with the App, including pages or features viewed, actions taken, and general usage patterns.
We use this information to understand how the App is being used, identify problems, improve functionality, and develop our services.
We use the information we collect to:
Create and manage your account
Process and fulfil pickup, cleaning, and delivery orders
Coordinate delivery and pickup services
Provide order status and notifications
Use location information for location-dependent features
Enable and support in-app voice calling between riders and customers
Process payments through payment providers
Provide customer support
Diagnose crashes and technical problems
Monitor and improve App performance
Understand usage patterns and improve our services
Detect, prevent, and investigate fraud, abuse, or security incidents
Comply with applicable legal obligations
Send promotional communications where permitted
You may opt out of promotional communications at any time using the available account or device settings. Transactional and service-related communications, such as order updates, may still be sent because they are necessary to provide the service.
We use selected third-party service providers to help operate and improve the App.
These may include:
Google Firebase We may use Google Firebase services for functions such as crash reporting, diagnostics, app performance monitoring, and push notifications.
Google Analytics We use Google Analytics to understand how users interact with the App and to improve our services.
Meta We may use Meta services for advertising, marketing, measurement, or related purposes.
ZegoCloud We use ZegoCloud's real-time communication services to power the in-app voice calling feature between riders and customers. ZegoCloud processes audio data solely to facilitate the connection of in-app calls.
Payment Providers We use third-party payment gateways or payment processors to securely process payments.
These third-party providers process information according to their own privacy policies and terms. We are reviewing the applicable third-party policies for more information about their processing practices.
Our use of third-party services does not mean that we sell your personal information.
The App may request certain permissions depending on the features you use.
Internet Access Internet access is required to communicate with our servers, process orders, retrieve account information, process payments, and keep the App synchronized.
Notifications Notification permission may be requested so that we can provide order-related updates, including pickup, cleaning, delivery, and driver-arrival notifications.
We may also send promotional notifications where permitted. You can disable notifications through your device settings.
Camera Camera permission is optional and is requested when you choose to take or upload a photo for an order.
For example, you may voluntarily provide a photo of a garment, bag, shoe, or other item requiring special care.
We do not access the camera without the relevant device permission and your action to use the camera-related feature.
Location Location permission may be requested to support pickup, delivery, order tracking, or other location-dependent features.
Depending on your device settings, the App may receive precise or approximate location information. You can change location permissions through your device settings at any time.
Microphone Microphone permission is requested only when you use the App's in-app voice calling feature to communicate with a rider or customer regarding an order.
The App does not access the microphone outside of an active in-app call, and does not use the microphone for background or continuous recording. You can disable microphone access through your device settings; doing so may limit or prevent use of the in-app calling feature.
We do not sell your personal information.
We may share information with service providers and partners reasonably necessary to provide and operate our services, including:
Delivery drivers or logistics personnel who need your name, address, phone number, order details, or relevant location information to complete a pickup or delivery
Cleaning personnel or facilities that need relevant order information to fulfil your cleaning service
Payment processors that process transactions
Technology and infrastructure providers that host or operate parts of the App, including our real-time calling provider, ZegoCloud
Analytics, crash-reporting, notification, and advertising service providers described in this Privacy Policy
Professional advisers or authorities where disclosure is required or permitted by applicable law
We only provide third parties with information reasonably necessary for the relevant service or purpose.
Where appropriate, we require service providers to protect personal information and use it only for authorized purposes.
Because location information is relevant to pickup and delivery, certain location or address information may be made available to the delivery personnel responsible for fulfilling your order.
This may include your pickup or delivery address, and where the relevant feature is enabled, location information needed to facilitate or track the delivery.
Location information is not used by us for unrelated purposes merely because location permission has been granted.
We may use analytics and advertising technologies to understand App usage, measure campaigns, improve our services, and provide or measure advertising.
Depending on the services and configuration used in the App, these providers may receive certain technical, usage, advertising, or device-related information.
We do not sell your personal information to third parties.
Where applicable, advertising or analytics-related choices may also be controlled through your device settings or the settings provided by the relevant third-party service.
We retain personal information only for as long as necessary for the purposes described in this Privacy Policy, including providing our services, improving our services, maintaining business and transaction records, resolving disputes, preventing fraud, and complying with legal obligations.
Our current general retention period for personal account information is up to two years after your last active use of the App, unless a longer period is required or permitted by law.
Different categories of information may be retained for different periods based on legal, accounting, security, fraud-prevention, or operational purposes.
When information is no longer needed, we will take reasonable steps to delete it or anonymize it.
We use reasonable technical and organisational measures designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.
These measures include encryption in transit, access controls, secure infrastructure, and restrictions on access to personal information by authorized personnel.
However, no method of transmission or electronic storage is completely secure, and we cannot guarantee absolute security.
You may request deletion of your Wash House account and associated personal information by contacting:
customercare.washhouse@gmail.com
Please use "Delete My Account" as the email subject and include the phone number associated with your account so that we can identify your account.
We aim to process valid deletion requests within 7 days.
Some information may need to be retained where required by law, necessary to resolve disputes, enforce agreements, or otherwise permitted by applicable law.
We may send notifications relating to:
Order confirmation
Pickup and delivery status
Driver arrival
Cleaning status
Order completion
Other service-related information
Where permitted, we may also send promotional notifications. Disabling notifications will not prevent necessary service-related communications.
The Wash House App is not intended for children under 13.
We do not knowingly collect personal information from children under 13. If we become aware that a child under 13 has provided personal information, we will take reasonable steps to delete that information.
If you believe that a child has provided personal information to us, please contact us.
Some of our technology, analytics, payment, advertising, or infrastructure providers may process information in countries other than the United Arab Emirates.
Where applicable, we take reasonable steps to ensure that personal information is handled with appropriate safeguards and in accordance with applicable privacy laws.
Depending on applicable law, you may have rights regarding your personal information, including the right to:
Request access to information we hold about you
Request correction of inaccurate information
Request deletion of your account or personal information
Withdraw consent where processing is based on consent
Disable device permissions such as location, camera, microphone, or notifications
Opt out of promotional communications
To exercise a privacy-related right, contact us using the details below.
We may update this Privacy Policy from time to time.
When we make changes, we will update the "Last Updated" date at the top of this page.
If we make a material change, we will also notify you through the App or another appropriate method where required.
Wash House Email: customercare.washhouse@gmail.com Phone: +971 50 396 7439 Location: Dubai, United Arab Emirates
For privacy requests, please include enough information for us to identify your account and understand your request.
Last Updated: 27 August 2026