Legal
Privacy Policy
We collect only what we need to pick up your laundry, return it on time, and keep your order history. This page explains what we hold, why we hold it, and the rights you have over it under UAE law.
Who we are
Thawb Wa Teeb Laundry ("Thawb Wa Teeb", "we", "us") is a laundry and dry-cleaning business registered in Dubai, United Arab Emirates, operating from Shop No. 4, Mangrove Plaza, Majan, Dubai. We are the data controller for personal information collected through thawbwateeb.com, our mobile application, our WhatsApp channel, and our retail shop.
Questions about this policy or about the data we hold on you should be sent to operations@thawbwateeb.com.
What we collect
When you book a pickup, we collect your name, mobile number, pickup address, optional email, and any notes you add about the order (preferred pickup window, garment instructions, building access).
When you contact us on WhatsApp, the message content, your phone number, and your display name as Meta returns it.
When your order is processed through our point-of-sale (CleanCloud), we hold the item list, service tier, weight or piece count, price quoted, payment method recorded by our staff, and the order status timestamps.
When you browse the website, our hosting provider (Cloudflare) logs your IP address, user agent, requested URL, and response code for up to 30 days for fraud prevention and abuse mitigation. We also run Google Analytics 4 and the Meta Pixel — both collect anonymised event data (page views, time on page, basic device info, and form submissions) that we use to understand how visitors find and use the site and to measure the performance of our advertising. Neither product is used to identify you personally.
When you submit a Google review, the rating and review body become publicly visible on Google Maps; we read this data through Google's public Places API but do not store the reviewer's profile beyond what Google shows on the listing.
How we use it
To schedule a driver, route the pickup, confirm the order over WhatsApp or SMS, and call you if we can't reach the door.
To clean, sort, return, and bill your order — including pricing items per our published price list and recording payment.
To answer support requests, resolve complaints, and improve the service based on patterns in the feedback we receive.
To send transactional messages tied to a specific order (booking confirmed, ready for delivery, invoice). We do not send marketing campaigns; if that ever changes, we will ask for opt-in consent first.
Legal basis
Under the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021), we process personal data on one of the following bases:
Contractual necessity — to perform the laundry-service contract you create when you book a pickup. This covers your contact details, address, and order data.
Legitimate business interest — to keep records of completed orders for accounting, to investigate suspected fraud, and to defend ourselves in disputes.
Legal obligation — to comply with UAE tax law, consumer-protection regulations, and any lawful request from a UAE authority.
Consent — where you actively opt in to a non-essential use (for example, future marketing). You can withdraw consent at any time.
How long we keep it
Booking and order records — five years from the date of the order, to meet UAE consumer-law and tax-record requirements.
WhatsApp conversations — until you delete them or until WhatsApp's own retention rules take effect; we keep operational notes (e.g. "customer asked us to leave order at reception") only for as long as needed.
Server access logs — 30 days at Cloudflare's edge.
Marketing consent records (if/when we add marketing) — until you withdraw consent.
When the retention period ends, the data is deleted or irreversibly anonymised.
International transfers
CleanCloud stores data in the United Kingdom. Cloudflare uses a global edge network and may route requests through any of its data centres. Railway runs on US-based cloud infrastructure.
Where the UAE PDPL requires safeguards for cross-border transfers, we rely on the recipient's published data-protection practices and contractual terms. We will update this section as the executive regulations on cross-border transfers are issued by the UAE Data Office.
Your rights
Under the UAE PDPL you may, by writing to operations@thawbwateeb.com:
Ask for a copy of the personal data we hold on you.
Ask us to correct data that is inaccurate or out of date.
Ask us to delete data we no longer need to keep (subject to retention rules above).
Ask us to stop processing your data for a specific purpose.
Withdraw any consent you previously gave us.
Complain to the UAE Data Office if you believe we have mishandled your data. We will acknowledge a written request within seven working days and aim to respond substantively within thirty days.
Security
The website is served over HTTPS with HSTS preload, X-Frame-Options, Cross-Origin-Opener-Policy, and a restricted Permissions-Policy. Payments are not processed on our servers — when we add a payment option, card data will go directly to the payment provider's PCI-compliant infrastructure.
Internal access to order data is limited to staff who need it to fulfil an order or resolve a support issue. Staff use individual logins and we revoke access when employment ends.
Children
The service is intended for adults who can lawfully enter into a service contract in the UAE. We do not knowingly collect personal data from anyone under sixteen. If you believe a child has provided us with personal data, write to operations@thawbwateeb.com and we will delete it.
Changes to this policy
We will update this page when our practices change. Material changes will be flagged at the top of the page for at least thirty days. The "Effective" date at the top tells you when the current version took effect.
Contact us
For any privacy question, data-subject request, or complaint:
Email: operations@thawbwateeb.com
Phone: +971 56 830 6804
Post: Shop No. 4, Mangrove Plaza, Majan, Dubai, United Arab Emirates