How we handle
your personal data.

This Policy applies to personal data relating to Customers, persons making enquiries, persons acting on behalf of Customers, persons delivering Items, recipients of pickup/delivery, website visitors and other individuals who interact with us in connection with our Services. It does not govern the independent privacy practices of third-party websites, payment facility providers or other services that the Customer chooses to use outside our control.

Depending on the interaction and Service, we may collect or generate the following categories of personal data:

• Identity and contact information, such as name, mobile number, address, email address and other contact details supplied for an Order, enquiry, pickup, delivery or grievance.

• Order and service information, including Order/Invoice details, Items and Services booked, prices, booking remarks, condition/risk remarks, workshop records, pickup/delivery details, Ready Notifications and related transaction history.

• Item photographs or videos reasonably required for garment identification, recording stains, damage, accessories or other condition details, workshop assessment, quality control, Customer communication, pickup/delivery verification, complaints, claims or dispute investigation.

• Payment and billing information, including payment status, transaction references, billing particulars and GST information. Card, UPI or banking credentials may be processed directly by banks, payment gateways or other payment providers rather than stored by us.

• Communication and authorisation records, including OTPs, approvals, WhatsApp/SMS messages, email, call records or logs, service instructions, consent/withdrawal records and complaint or grievance correspondence.

• Verification and claim information, such as identification details or documents where reasonably required for release of an Item, fraud prevention, disputed collection, legal compliance or claims assessment, and purchase/repair evidence voluntarily supplied in a complaint or claim.

• Website and technical information, where applicable, such as IP address, browser/device information, website logs, cookies or similar technologies used for security, functionality, analytics or service improvement.

• Security-related information, such as access or incident records and, where deployed at a Store or facility, CCTV or similar security footage.

We do not seek sensitive personal data unrelated to our Services. If such information is voluntarily provided or becomes necessary for a specific lawful purpose, we will handle it in accordance with applicable law and this Policy.

We may collect personal data directly from the Customer, from a Representative acting or reasonably appearing to act on the Customer's behalf, through our Stores, website, telephone, WhatsApp or other digital channels, and from service partners involved in pickup, delivery, payment, processing or customer support. We may also generate operational records while performing the Service.

We may process personal data where reasonably necessary for one or more of the following purposes:

• creating and managing Orders; identifying Items; performing, processing and returning the booked Service;

• pickup, transportation, delivery, collection verification and communication of Ready Notifications or service updates;

• recording booking remarks, workshop findings, Customer Risk or other Service instructions and obtaining authorisation where appropriate;

• pricing, billing, payment reconciliation, refunds, accounting, GST/taxation and statutory record-keeping;

• quality control, re-cleaning/correction, complaint handling, claims assessment, dispute investigation and preservation of relevant evidence;

• security, fraud/loss prevention, misuse prevention, identity/authority verification and protection of Customers, personnel, Items, premises and systems;

• maintaining and improving our Stores, website, systems, customer service and operational processes;

• complying with law, lawful requests, court/tribunal orders, audits, investigations and the establishment, exercise or defence of legal claims; and

• sending promotional or marketing communications where permitted by law and subject to any consent or opt-out requirements applicable to such communications.

Service-related communications, including Order confirmations, Ready Notifications, payment information, pickup/delivery communications, risk approvals and grievance responses, are operational communications and may continue even where promotional communications have been opted out of.

Where processing is based on consent, we will seek or record consent in a manner appropriate to the context. Consent may be evidenced through an Order, electronic confirmation, OTP, WhatsApp/SMS, email, signature, recorded instruction or other conduct or record recognised by applicable law.

A person may withdraw consent for processing that depends solely on consent by contacting us through the details in Clause 15. Withdrawal will not affect processing already lawfully undertaken and will not require deletion of information that we are entitled or required to retain for accounting, taxation, fraud prevention, dispute resolution, legal compliance or another lawful purpose. Where the withdrawn data is necessary to provide a requested Service, we may be unable to continue that Service.

We may share personal data only to the extent reasonably necessary for the relevant purpose with:

• our authorised personnel, agents, Stores, workshops and central processing facilities;

• appropriately engaged specialist processors, repairers, transportation providers and delivery partners;

• banks, payment gateways, payment processors and billing/accounting service providers;

• technology, hosting, cloud, POS/ERP, communications, messaging, analytics, security and customer-support providers;

• professional advisers, auditors, insurers or investigators where reasonably necessary for legal, accounting, claims, risk or compliance purposes;

• Government, regulatory, law-enforcement, judicial or other competent authorities where disclosure is required or permitted by law; and

• a successor or transferee in connection with a lawful restructuring, merger, sale or transfer of all or part of the business, subject to appropriate confidentiality and legal requirements.

We do not disclose personal data to unrelated third parties for their independent marketing merely because they request it. Where personal data is shared with a service provider acting for us, we expect the provider to use it only for the relevant purpose and to maintain appropriate safeguards, subject to applicable law.

Our systems or service providers may process or store personal data at locations in India or, where permitted and reasonably necessary, outside India. Any such transfer will be undertaken subject to applicable legal restrictions and restrictions imposed by the Government and appropriate contractual, technical or organisational safeguards.

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected or generated, for performance of the Service, and for legitimate operational, security, accounting, taxation, evidentiary, grievance, claims or legal-compliance requirements. Different records may therefore have different retention periods.

Order, invoice, payment and statutory records may be retained for the period required by applicable company, tax, accounting or other law. Item photographs/videos, workshop records, communications and complaint/claim records may be retained for so long as reasonably necessary for quality control, transaction evidence, security, dispute resolution or legal proceedings. When information is no longer reasonably required for the stated purposes and no lawful basis for continued retention applies, we will securely delete, irreversibly anonymise or otherwise securely dispose of it in accordance with applicable law and our retention procedures. Where legally permitted, relevant records may be preserved for an existing or reasonably anticipated complaint, claim, investigation or legal proceeding, limited to the information and period reasonably necessary.

We use reasonable managerial, technical, operational and physical safeguards appropriate to the nature of the information and our business. These may include access controls, authentication, role-based permissions, secure backups, system and security logs, encryption or masking where appropriate, restricted access to records, incident-response measures and contractual safeguards with relevant service providers.

No storage or transmission system can be guaranteed to be completely secure. Customers should also protect OTPs, passwords, Order details and other information that may enable access to an account or process undertaken with regard to an Item, and should promptly inform us of suspected misuse.

If we become aware of a personal data breach, we will investigate and take reasonable steps to contain, mitigate and remediate the incident. We will make notifications to affected individuals, the Data Protection Board of India, CERT-In or another authority where and to the extent required by applicable law.

Subject to applicable law, identity/authority verification and lawful retention requirements, an individual may request information about personal data processed by us, correction or updating of inaccurate information, erasure where legally available, withdrawal of consent where processing is consent-based, and grievance redressal. Rights provided by the Digital Personal Data Protection Act, 2023, including nomination where applicable, will be facilitated when and to the extent the relevant provisions are in force and applicable to us. Where that Act applies, a Data Principal may also use the complaint mechanism of the Data Protection Board of India in accordance with the Act and applicable rules.

A request may be refused or limited where applicable law permits or requires continued processing or retention, including for legal compliance, taxation/accounting, fraud prevention, security, pending disputes, claims, investigations or the establishment, exercise or defence of legal rights. We may request reasonable information to verify the identity or authority of the person making the request.

Correction or updating of current Customer information does not necessarily require alteration of an accurate historical transaction record. Where appropriate, a correction or explanatory note may be linked to the original record so that the transaction and audit history remain accurate, subject to applicable law.

Our ordinary retail Services are intended to be booked by adults. We do not knowingly seek personal data from children for independent marketing or profiling. Where personal data relating to a child is required for a Service and applicable law requires parental or guardian consent or verification, we will take reasonable steps to obtain or verify the same as required by law.

Our website may use cookies, server logs or similar technologies for essential functionality, security, performance, analytics and improvement of the website and services. Browser settings may allow a user to restrict or delete cookies, although disabling essential technologies may affect website functionality. Where applicable law requires consent for a non-essential technology, we will seek such consent in the manner required by law.

Our website or communications may contain links to third-party websites, social-media pages, payment services or other external services. Those third parties may process personal data under their own privacy policies and are responsible for their independent practices. We encourage users to review the privacy information of any third-party service they choose to use. We shall not be responsible for the process of handling personal data adopted by such third parties.

For privacy questions, requests, correction/withdrawal requests or grievances, please contact:

Company

Hollywood Laundry Service Private Limited

Grievance Officer

Mr. Ankit Sharma

Telephone / WhatsApp

9230194904

Email

hlspl@outlook.in

Registered Office

44/1 Sir Hariram Goenka Street, Kolkata - 700007

Website

hollywood.org.in

We will address grievances and privacy requests within the period prescribed by applicable law. Where the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 apply, grievances relating to processing of information will be addressed expeditiously and as far as practicable, within one month of receipt.

We may update this Policy prospectively to reflect changes in law, technology, Services or our data-handling practices. The current version and Effective Date will be displayed on our website. We may not specifically send notifications regarding modifications and changes made to this Policy to every Customer or other persons or entities on every occasion when such modifications or changes are made. A material change will not retrospectively make previously unlawful processing lawful or remove rights that applicable law does not permit us to remove.

Company

Hollywood Laundry Service Private Limited

Registered Office

44/1 Sir Hariram Goenka Street, Kolkata - 700007

CIN

U93000WB2015PTC208838

GSTIN

19AADCH7667N1ZR

Customer Care / Telephone / WhatsApp

9230194904

Email

hlspl@outlook.in

Website

hollywood.org.in

Privacy URL

hollywood.org.in/privacy/

Policy Version

1.1

Effective Date

01-04-2025