Privacy policy
What personal information we collect, why, who we share it with, and your rights.
1. Who we are
LAVE LTD (company number 16329170, 438 Streatham High Road, London SW16 3PX) is responsible for your personal information under UK data protection law. We're registered with the Information Commissioner's Office, registration number [ICO number]. For anything about your data, email hello@lavelondon.com.
2. What we collect
- Your account: name, email address, mobile number and password (stored only in a scrambled form we can't read).
- Addresses: where we collect and deliver, and any access instructions you give us.
- Bookings and orders: what you book, the pieces we care for (description, brand, colour, condition), your care preferences and notes, and notes from calls about your order.
- Payments: handled by Stripe. We keep a record of what you paid and any account credit, but never your full card number.
- Membership: your plan, its status and your billing period.
- "Tell us about you" (optional, for members): what you'd like us to call you, your birthday (day and month only), how and when you like us to be in touch, special pieces, interests, household members you choose to tell us about, occasions you're preparing for, dietary preferences and allergies.
- Messages: emails, texts and contact form messages between us.
- Waitlists: your name, email and postcode if you join our area or Apothecary waitlist.
- Website use: the cookies described in our Cookie notice, security checks on our sign-up form, and anonymous visitor counts.
3. Why we use it, and our legal basis
| Purpose | Legal basis |
|---|---|
| Bookings, collections and returns, caring for your pieces, payments, receipts, and messages about your order (including "your driver is on the way" texts) | To carry out our contract with you |
| Keeping tax and accounting records | Legal obligation |
| Preventing fraud and fake sign-ups, keeping our systems secure, and improving our service | Our legitimate interests |
| "Tell us about you", birthday gestures and member experiences | Your consent, which you can withdraw at any time |
| Allergies and dietary needs (health information) | Your explicit consent. We use this only to keep you safe and tailor our gestures. |
| News and offers by email, if you sign up | Your consent. Every email has an unsubscribe link. |
4. Children
Our services are for adults. If you tell us about children in your household, we keep only what you share (such as a name and age) to tailor family experiences, and you can remove it at any time.
5. Who we share it with
We never sell your information. We share it only with the companies that help us run LAVE, each bound to protect it and use it only for us:
| Provider | What they do for us |
|---|---|
| Stripe | Takes card payments and keeps your card securely |
| Render | Hosts our website and database |
| Cloudflare | Stores photos, runs security checks on sign-up, and counts visitors anonymously |
| Resend | Sends our emails |
| Twilio | Sends our text messages |
LAVE Living is provided by Hope App. We don't share your details with Hope App: if you'd like to use LAVE Living, you sign up with them directly, and their own privacy policy applies.
Our team and drivers see only what they need for their work. We share information with the police or other authorities only when the law requires it.
6. International transfers
Some of these providers process data outside the UK, including in the United States. When they do, your information is protected by the UK's approved safeguards, such as the UK International Data Transfer Addendum or the UK-US data bridge.
7. How long we keep it
- Orders, payments and account credit: 6 years after the end of the financial year they relate to, as tax law requires.
- Your account, addresses and preferences: while your account is active, and deleted 3 years after your last order.
- "Tell us about you": until you change or delete it, or your account is closed.
- Sign-ups that are never confirmed: removed within a few days.
- Waitlists: until we've told you we've opened or reached your area, or you ask us to remove you.
8. Keeping it safe
Our website is encrypted, passwords are stored scrambled, our team signs in with two-step verification, and access to your information is limited to those who need it. Card details stay with Stripe.
9. Your rights
- See your data: download a copy of everything we hold about you from your account, at any time.
- Correct it: update your details in your account, or ask us.
- Delete it: ask us from your account. We'll respond within one month. We keep the order and payment records the law requires, without your name or contact details.
- Object or restrict: ask us to stop or limit how we use your information.
- Withdraw consent: change or delete "Tell us about you" at any time.
- Take it elsewhere: your download is in a standard format (JSON) you can give to another service.
If you're unhappy with how we've handled your information, please tell us first. You can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.
10. Changes
We'll update this policy if what we do changes, and tell you about important changes by email.
Last updated 27 October 2026.