FOLDED (MEDWAY) PRIVACY POLICY
Last Updated: April 12, 2026
This Privacy Policy describes how Folded (Medway) (“we”, “us”, “our”, or the “Company”) collects, uses, discloses and otherwise processes information about individuals who use our website, booking pages, communications channels, laundry collection and delivery services, and any related applications, tools, features or services (collectively, the “Services”).
For the purposes of this Privacy Policy, “you” and “your” means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully. By using or accessing any of the Services, you agree to the collection, use and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access the Services.
1. CHANGES TO THIS PRIVACY POLICY
We may modify this Privacy Policy from time to time, in which case we will update the “Last Updated” date at the top of this Privacy Policy. If we make material changes to the way in which we use information we collect, we will use reasonable efforts to notify you, such as by posting a notice on the Services, by sending you an email, or by other means consistent with applicable law.
If you do not agree to any updated Privacy Policy, you should stop using the Services. Your continued use of the Services after any changes become effective means you acknowledge and accept the updated Privacy Policy.
2. HOW WE COLLECT AND USE YOUR INFORMATION
When you access or use the Services, we collect certain categories of information about you from a variety of sources.
Information We Collect Directly from You
Some features of the Services require you to directly provide us with certain information. You may choose not to provide this information, but doing so may prevent you from using or accessing certain Services.
Information you directly submit through our Services may include:
Basic contact details
Such as:
• name,
• collection and delivery address,
• phone number,
• email address.
We collect this information to:
• provide you with the Services you request,
• arrange collection and delivery,
• communicate with you regarding bookings,
• fulfil our contract with you,
• and, where permitted by law, send you service updates or marketing communications.
Booking and order information
Such as:
• number of loads booked,
• wash preferences,
• notes or special instructions,
• requested collection windows,
• delivery preferences,
• order history.
We collect this information:
• to process and manage your booking,
• to perform our contract with you,
• to improve our operations,
• and in our legitimate interests to maintain an accurate service record.
Payment information
Such as:
• billing address,
• limited payment details,
• transaction references,
• payment status.
We collect this information:
• to process payment,
• prevent fraud,
• issue refunds where applicable,
• and fulfil our contract with you.
Please note that payments may be processed by third-party payment providers, and we may not ourselves store full card details.
Communications
Such as:
• emails,
• messages,
• contact form submissions,
• support requests,
• complaints,
• customer feedback.
We collect this information because it is in our legitimate interests to:
• respond to you,
• provide support,
• improve the Services,
• resolve disputes,
• and maintain customer records.
Other submissions
You may choose to provide other information, including:
• survey responses,
• promotional participation,
• testimonials,
• review content,
• photographs or information voluntarily shared with us.
We use this information in our legitimate interests to:
• improve the Services,
• understand customer needs,
• and operate and promote our business.
3. INFORMATION WE OBTAIN FROM THIRD PARTIES
We may obtain information about you from third parties as follows:
Booking and platform providers
If you book through or interact with third-party systems we use, such as scheduling, payment, form, or website providers, we may receive:
• booking details,
• contact information,
• transaction records,
• communication history.
We use this information to provide the Services and administer bookings.
Payment providers
We may receive payment confirmations, partial payment details, billing information, transaction IDs, fraud signals, and payment status information from third-party payment processors.
We use this information:
• to process transactions,
• detect and prevent fraud,
• issue refunds,
• and maintain financial records.
Advertising, analytics and marketing providers
We may receive information from analytics and advertising partners, including:
• IP address,
• device identifiers,
• browser identifiers,
• engagement data,
• campaign data,
• conversion data.
We use this information in our legitimate interests to:
• measure and improve our marketing,
• understand website traffic,
• optimise customer journeys,
• and, where required by law, with your consent, provide targeted advertising.
Address verification or data correction providers
We may receive updated or corrected address information from service providers to help fulfil orders accurately and reduce delivery or collection failures.
Social media or third-party integrations
If you interact with us through a social media platform or link a third-party account, we may receive information from that platform in accordance with its privacy settings and policies.
Any information we obtain from third parties will be treated in accordance with this Privacy Policy. We are not responsible for the accuracy of information provided by third parties and are not responsible for their privacy practices.
4. TECHNICAL INFORMATION WE COLLECT FROM YOU
We may automatically collect certain information about your interaction with the Services (“Usage Data”), including:
• IP address,
• browser type,
• device type,
• operating system,
• referral URLs,
• pages visited,
• time spent on pages,
• date and time stamps,
• clickstream data,
• interactions with forms or booking flows,
• general location derived from IP address.
We use this information because it is in our legitimate interests to:
• operate and secure the Services,
• analyse usage patterns,
• improve website performance,
• detect technical issues or fraud,
• and, where permitted, market the Services more effectively.
We may associate Usage Data with other information we hold about you where permitted by law.
5. COOKIES AND OTHER TRACKING TECHNOLOGIES
We may use cookies, pixels, tags, scripts, web beacons and similar tracking technologies (“Tracking Technologies”) to collect information about your use of the Services.
These technologies may be used to:
• enable website functionality,
• remember preferences,
• understand how you interact with the Services,
• improve performance,
• measure marketing effectiveness,
• and, where permitted, support targeted advertising.
Types of Tracking Technologies We May Use
These may include:
Strictly necessary technologies
Used to operate the website or enable basic functions such as page navigation, session management, and booking form functionality.
Analytics technologies
Used to understand how users interact with the Services and improve user experience.
Advertising and marketing technologies
Used to measure ad performance, retarget users, or deliver advertisements that may be relevant to you.
Third-party platform technologies
Used by providers that support our website, checkout, booking flow, analytics, or communications.
Where required by law, we will seek your consent before placing non-essential Tracking Technologies on your device. You may be able to manage cookie preferences through your browser settings or any cookie tools we make available.
Blocking or deleting certain Tracking Technologies may cause some of the Services or certain features to function incorrectly.
6. HOW WE USE YOUR INFORMATION
We may use your information for the following purposes:
• to provide, operate and improve the Services;
• to process and fulfil bookings;
• to arrange laundry collection and delivery;
• to process payments and issue refunds;
• to communicate with you regarding bookings, orders and support requests;
• to send service-related notifications;
• to personalise your experience;
• to understand customer behaviour and improve our website and booking flow;
• to run analytics and measure campaign performance;
• to market the Services, where permitted by law;
• to detect fraud, misuse, abuse or unlawful activity;
• to enforce our terms and conditions;
• to comply with legal, regulatory and tax obligations;
• to protect our rights, operations, customers and the Services.
We process personal information on one or more lawful bases, including:
• performance of a contract,
• compliance with legal obligations,
• our legitimate interests,
• and, where applicable, your consent.
7. HOW WE DISCLOSE YOUR INFORMATION
In certain circumstances, we may disclose your information to third parties for legitimate purposes consistent with this Privacy Policy.
Such circumstances may include:
With service providers
We may disclose your information to vendors, suppliers and service providers who support our business, including:
• website hosting providers,
• booking platform providers,
• payment processors,
• analytics providers,
• IT and software providers,
• email and communications tools,
• laundry processing facilities or laundrettes,
• logistics or fulfilment providers.
With professional advisers
We may disclose your information to:
• legal advisers,
• accountants,
• auditors,
• insurers,
• consultants,
where reasonably necessary to operate, protect or manage our business.
With advertising and analytics partners
Where permitted by law, we may disclose certain usage or device data to marketing, analytics or advertising partners to help us measure campaigns, understand audiences and promote the Services.
For legal reasons
We may disclose information where required or permitted by law, including:
• to comply with legal obligations,
• to respond to lawful requests,
• to enforce our rights,
• to investigate fraud or misconduct,
• to protect safety, property or rights.
Business transfers
In connection with, or during negotiations relating to, a merger, acquisition, restructuring, sale of assets, financing, insolvency event or similar transaction, your information may be disclosed or transferred as part of that process.
8. USER-GENERATED CONTENT
The Services may allow you to submit reviews, testimonials, comments, or other content (“User-Generated Content” or “UGC”).
If you choose to submit UGC to a public area of the Services, such content may become publicly accessible. We or others may display, reproduce, publish, store, or otherwise use such content in connection with the Services or our marketing, subject to applicable law and any permissions you have granted.
Please do not submit personal, sensitive, or confidential information through public features unless you are comfortable with that information being publicly available.
We are not responsible for how third parties use, copy, or share UGC once it is publicly available.
9. SOCIAL FEATURES
Certain features of the Services may permit interactions between the Services and third-party platforms, such as social media platforms (“Social Features”).
If you interact with Social Features, information may be shared between us and the relevant third-party platform. Your use of those features may also result in public disclosure of information, depending on your settings with that third party.
Both we and the third party may have access to information about your interaction with the Services and that third-party platform. We are not responsible for the privacy practices of such third parties.
10. THIRD-PARTY WEBSITES AND LINKS
The Services may include links to websites, booking platforms, payment providers, social media pages or other services operated by third parties. If you follow a link to a third-party service, you should review that party’s privacy policy and terms.
We are not responsible for the privacy, security, content, or practices of third-party websites or services.
11. CHILDREN’S PRIVACY
Our Services are not directed to children, and children are not permitted to use the Services. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected personal information from a child, we will take reasonable steps to delete it.
If you believe a child has provided us with personal information, please contact us using the details below.
12. SECURITY AND RETENTION OF YOUR INFORMATION
We take reasonable technical and organisational measures designed to protect your information against accidental loss, unauthorised access, misuse, disclosure, alteration and destruction.
However, no security measure is perfect or impenetrable, and we cannot guarantee absolute security. Any information transmitted to us electronically may be at risk in transit. We recommend that you do not send sensitive information to us through insecure channels.
We retain your information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:
• provide the Services,
• maintain records,
• resolve disputes,
• enforce agreements,
• comply with legal or regulatory obligations,
• protect ourselves and others.
When determining retention periods, we consider:
• the nature of the information,
• legal and tax requirements,
• the need to maintain business and customer records,
• the risk of harm from unauthorised use or disclosure.
13. UK AND OTHER REGIONS – YOUR PRIVACY RIGHTS
Depending on where you live, you may have some or all of the rights listed below in relation to personal information we hold about you. These rights are not absolute and may be limited by law.
Subject to applicable law, you may have the right to:
• access personal information we hold about you;
• request correction of inaccurate information;
• request deletion of your information;
• request restriction of processing;
• object to processing;
• request portability of certain data;
• withdraw consent where processing is based on consent;
• object to direct marketing at any time;
• lodge a complaint with the relevant data protection authority.
If you are in the UK, you may also complain to the Information Commissioner’s Office (ICO) if you believe your information has been handled unlawfully.
To exercise your rights, contact us using the details below. We may need to verify your identity before responding.
14. INTERNATIONAL DATA TRANSFERS
Your information may be stored or processed in countries outside the UK, depending on the service providers we use. Where personal information is transferred internationally, we will take appropriate steps to ensure that adequate safeguards are in place as required by applicable law.
15. MARKETING COMMUNICATIONS
We may send you communications relating to your bookings or our Services.
Where permitted by law, we may also send promotional or marketing communications by email, text message or similar means. You can opt out of marketing communications at any time by:
• following the unsubscribe instructions in the communication,
• replying STOP where available,
• or contacting us directly.
Please note that even if you opt out of marketing, we may still send you service-related or transactional communications where necessary.
16. DO NOT TRACK AND SIMILAR SIGNALS
Your browser settings may allow you to send “Do Not Track” or similar privacy preference signals. Where required by law and technically feasible, we may respond to such signals in accordance with applicable legal requirements. Not all browsers or platforms implement such signals consistently.
17. SPECIAL CATEGORY OR SENSITIVE INFORMATION
We do not intend to collect special category personal data or other highly sensitive information unless it is necessary and lawful to do so. Please do not provide unnecessary sensitive information through our website, forms, or communications.
18. HOW TO CONTACT US
If you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of your rights, please contact us here.