Privacy policy

Last updated: 14 September 2026. Template only. Please have this reviewed by a South African attorney for full POPIA compliance before publishing it live.

Express Clean ("we", "us", "our") is the responsible party for the personal information you give us, and we protect it in line with the Protection of Personal Information Act, 2013 (POPIA). This policy explains what we collect, why, who sees it and what your rights are.

1. What we collect

When you book

Your name, WhatsApp number and email address
Your collection and delivery addresses, and the day and time slot you prefer, saved to your profile so you never have to enter them again
What you tell us is in the bag, any notes such as gate codes or stain instructions, and for members the plan you chose
For items priced by weight: the weight and the photo of the scale for your order
Payment confirmations from PayFast and, for memberships, a PayFast billing token. We never see or store your card details

When you contact us

Messages you send through the contact form (name, email, optional WhatsApp number, message) or on WhatsApp
If your address is outside our service area and you ask to be told when we get there: your name, WhatsApp number, suburb or city, and email if you give it

Automatically

If address autocomplete is switched on, the address you type is sent to Google Places so it can suggest matches. Google's privacy policy applies to that lookup
Standard web server logs (IP address, browser, pages visited) kept for security and to keep the site working

2. Why we use it

To collect, clean and return your laundry, and to schedule membership collections
To price items by weight and send you the scale photo and the amount
To take payment through PayFast and to bill memberships on the 1st of each month
To send booking confirmations and receipts by WhatsApp and email, and order updates by WhatsApp
To dispatch collections and deliveries to our drivers and to pay them weekly
To tell you when we start collecting in your area, if you asked us to
To reply to your messages, and to keep the records the law requires (for example invoices)

We rely on the contract with you (your booking) and our legitimate interest in running the service. We do not send marketing without your consent, and we never sell your information.

3. Who sees it

PayFast (Pty) Ltd: processes every payment and bills memberships monthly. PayFast holds your card details, not us.
Meta Platforms (WhatsApp Business Platform): delivers our WhatsApp messages, including the scale photo.
Google: our operations records live in Google Sheets, scale photos in Google Drive, and, where enabled, address suggestions come from Google Places.
Our drivers: independent contractors who see only the name, WhatsApp number, addresses and time window for the orders assigned to them.
Our partner laundry store: sees your order number and what needs to be cleaned, not your contact details or address.
Our email provider: sends your booking receipt and replies to contact form messages.

Your profile is never visible on the public website. Order details are only shown to someone who has the private link we send you.

4. How long we keep it

Order and payment records are kept for five years to meet South African tax and accounting rules. Your profile (addresses, preferred slot, plan) is kept while you have an active membership or have booked in the last 24 months. Waitlist details are kept until we launch in your area or you ask us to remove them, whichever is first. Contact messages are kept for 12 months.

5. Your rights under POPIA

You may ask what personal information we hold about you, ask us to correct or delete it, object to a particular use, withdraw consent where we rely on it, and complain to the Information Regulator of South Africa (inforeg.org.za). To exercise any of these, email support@expressclean.co.za or WhatsApp 078 026 3904. We respond within 30 days. Deleting your profile ends any active membership.

6. Security

Access to our records is limited to our team, and to drivers for the orders assigned to them. Payments, messaging and address lookups run through established processors (PayFast, Meta, Google) over encrypted connections, and the website uses HTTPS. No system is perfectly secure; if we ever learn of a breach affecting you we will tell you and the Information Regulator as POPIA requires.

7. Cookies and the app

The site uses only what it needs to work: a session record so your booking can continue, and nothing for advertising or cross-site tracking. If you add Express Clean to your phone's home screen it runs as a web app and stores nothing beyond that. Our Laundry guides pages are plain articles with no tracking.

8. Children

Our service is for adults. We do not knowingly collect information from anyone under 18.

9. Changes

Updates are posted here with a new "Last updated" date. If a change affects how we use information you have already given us, we will tell you on WhatsApp or email first.

10. Contact

Express Clean, Midrand. Information officer: the owner. Email support@expressclean.co.za or WhatsApp 078 026 3904.