Privacy Policy

Data Controller & Registered Details

LAVE Ltd (“LAVE”, “we”, “our”, “us”), company number 16329170, registered office at 438 Streatham High Road, London, England, SW16 3PX, is the data controller for information collected via our website (lavelondon.com and other domains) and mobile app (collectively, the “Sites”).

Contact Details

If you have any queries or requests concerning this privacy policy or how we handle your data more generally, please get in touch with us using the following details: hello@lavelondon.com.

1. Definitions

Personal Data: Any information relating to an identified or identifiable individual
Processing: Any operation on Personal Data (e.g., collection, storage, use, erasure)
Data Controller: The entity determining purposes and means of Processing (LAVE)
Data Processor: Third parties acting on our instructions (e.g., payment or hosting providers)

2. How We Collect Your Information

We collect information:

when you create an account with us or change your account settings
when you place an order with us and during the order process (including for payment and order delivery)
when you contact us directly via email, phone, post, message or via our chat function
when you browse and use our Sites (before and after you create an account with us)

We also collect information from third party sites, such as advertising platforms and our fraud detection provider.

3. Information We Collect

3.1 Account & Order Details

Name, email, phone number, password
Contact details, delivery address, order details
Payment information such as credit or debit card information (processed via secure providers)
Order history and preferences

3.2 Technical & Usage Data

Technical information from your mobile device or computer, such as operating system, device and connection type, IP address
Information about your usage of the Sites and mobile device data including carrier, location data, performance data, mobile payment methods, interaction with retail technology such as NFC Tags, QR Codes, mobile vouchers
Cookies and analytics data (see Section 5)

3.3 Communications Data

Messages you post to the Sites or when you contact us or provide feedback
Phone call recordings (for training and service improvement purposes) and call notes
Customer support interactions

3.4 Special Categories of Data

Health information (e.g., skin allergies) only where you volunteer and consent to this
We do not knowingly collect personal information from children under 16 without parental consent

3.5 Third-Party Sources

Information from fraud detection providers, advertising platforms, and other partners

4. Legal Bases for Processing

We will only process the data we collect about you if there is a reason for doing so, and if that reason is permitted under data protection law. We will have a lawful basis for processing your information:

Contractual Necessity: To provide services you request or enter into a contract
Consent: Where you’ve agreed (e.g., marketing emails, health data) – you can withdraw consent anytime
Legitimate Interests: We have a justifiable reason for processing your data (after balancing your privacy rights)
Legal Obligation: We are under a legal obligation to do so

5. How We Use Your Information

5.1 Contract Performance

Where we need to in order to provide you with the service you have requested or to enter into a contract:

Enable access to relevant parts of the Sites
Supply the services you have requested
Collect payment from you
Contact you where necessary concerning our services, such as to resolve order issues

5.2 Legitimate Interests

We process your data where we have a justifiable reason for doing so:

Improve the effectiveness and quality of service for future customers
Tailor content and advertising displayed to you based on your characteristics
Enable efficient customer support for enquiries and complaints
Contact you for views, feedback, and service notifications (where you’ve asked us to)
Analyse your activity for administration, support, improvement, development, statistical analysis and fraud prevention
Enforce contractual terms and exercise or defend legal claims
Use comments and feedback in marketing materials (identified only by first name and city)
Create profiles relating to you for tailored marketing communications, preferred items, special offers (including LAVE for Business)

5.3 Legal Obligations

Where we are under a legal obligation:

Create records of your orders
Comply with legal obligations or regulatory requirements

5.4 LAVE for Business

We process your information to determine whether you may be interested in our LAVE for Business service. Where we think you may be interested, we may contact you by email or telephone. You can opt out by changing your marketing preferences or contacting us.

6. Cookies & Similar Technologies

We use cookies for various purposes:

Essential Cookies: Required for core functionality (account login, order checkout)
Performance Cookies: Collect usage data (analytics, error tracking)
Advertising Cookies: For personalised marketing (with consent)

You can set your browser to refuse cookies, but some parts of the Site may become inaccessible or not function properly. For detailed information, see our Cookie Policy: https://www.lavelondon.com/cookies.

7. Automated Decision Making & Fraud Detection

We conduct automated fraud checks on all customers. Where we detect potential fraudulent activity, we may block you from placing an order and using our Sites.

Our fraud detection system:

Uses industry indicators and fraud patterns we’ve detected
Creates an automated score indicating likelihood of fraudulent transaction
May decline orders or block services for high-risk scores
Uses dynamic fraud indicators that change based on current fraud types

You have the right to:

Contest any fraud decision made about you
Receive more information about why such decisions were made
Request human review by contacting us

8. Data Sharing & International Transfers

8.1 Sharing Your Information Internally

We share your information with other LAVE companies only where necessary for the purposes set out in this policy.

8.2 Sharing with Third Parties

We share your information with third party service providers including:

Payment providers: For processing payments and fraud checks
IT service providers: For data storage and analysis (including cloud providers)
Dry cleaning facility partners: To fulfil your order and be aware of any allergies you’ve disclosed
Scouts/Delivery partners: To deliver your order
Customer support partners: To resolve service issues
Marketing and advertising partners: For relevant advertising and email marketing

8.3 Other Disclosures

We may also share your information:

If we enter into joint ventures, purchases, sales, or mergers
To comply with legal obligations or regulatory requirements
To enforce contractual terms and protect rights of LAVE, partners, and others
With third parties necessary to prevent crime (e.g., police)

8.4 International Transfers

Your personal data may be processed outside the European Economic Area (EEA), including in the United States, Philippines, and countries where LAVE operates. We ensure similar protection through:

Transfers to countries with adequate protection as deemed by European Commission
EU approved Standard Contractual Clauses
Privacy Shield framework for US providers (where applicable)

9. Data Retention

We retain data according to these typical periods:

Order & Payment Records: 7 years (for regulatory/tax requirements)
Account Data: While your account is active plus reasonable period afterward
Marketing Data: Until you unsubscribe or object
Call Recordings: As needed for training and service improvement
Cookies & Analytics: As specified in our Cookie Policy

When determining retention periods, we consider:

Contractual obligations and rights
Legal obligations under applicable law
Statute of limitations
Legitimate interests (with balancing tests)
Potential disputes
Data protection authority guidelines

10. Direct Marketing

Where you have given consent or where we have a justifiable reason (and are permitted by law), we will use your information to let you know about other products and services that may interest you by email or phone.

You can control your email marketing preferences by:

Visiting our website www.lavelondon.com or mobile application
Clicking on “Account”
Contacting us directly

11. Security

We adopt robust technologies and policies to protect your personal information:

Steps to protect information from unauthorised access and unlawful processing
Protection against accidental loss, destruction and damage
Strict procedures and security features once we receive your information

Where you choose a password for Site access, you are responsible for keeping it confidential. We advise not sharing your password with anyone.

While we take steps to protect your information, internet transmission is not completely secure. Transmission is at your own risk, though we use strict procedures once we receive your data.

12. Your Rights

Under data protection law, you have rights concerning the data we hold about you:

Right to be informed: Clear information about how we use your information (this policy)
Right of access: Obtain access to your information to check we’re using it lawfully
Right to rectification: Have inaccurate or incomplete information corrected
Right to erasure: Request deletion/removal of certain information (“right to be forgotten”)
Right to restrict processing: Block or suppress further use of your information
Right to data portability: Obtain your information in accessible, transferrable format
Right to object: Object to certain processing, including direct marketing and profiling
Right to withdraw consent: Withdraw consent at any time (affecting future processing only)
Right to lodge complaint: Complain to national data protection authority

To exercise any right, contact our Data Protection Officer using the details above.

13. Changes to Our Privacy Policy

Any changes to our privacy policy will be posted to the Sites and, where appropriate, we will notify you by email or push notification.

This privacy policy was last updated: September 1, 2025

14. Complaints

If you’re not satisfied with our response to any complaint or believe our processing doesn’t comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO):

Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Telephone: 0303 123 1113, and Website: www.ico.org.uk