Privacy Policy

Soap Queens Laundry Lounge ("Soap Queens", "we", "us", "our") operates a self-service laundromat, K9000 Dog Wash, Weekend Transfer service and Royalty Rewards program at 140 Wheelers Park Drive, Cranbourne North VIC 3977. This Privacy Policy explains how we collect, use, store and protect your personal information.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We only collect information that helps us provide and improve our services:

• Contact details — your name, email, phone number and, where relevant, address (for example when joining Royalty Rewards or booking Weekend Transfer).
• Account information — Royalty Rewards balance, transaction history and preferences.
• Payment information — processed securely by our payment provider. We do not store full card numbers on our systems.
• Site usage information — device type, browser, pages visited and general location, collected via cookies and analytics (see our Cookie Policy).
• Guest Wi-Fi Information — When you connect to our complimentary guest Wi-Fi, we may collect limited information required to provide and manage the service, such as your device information, connection times, IP address and any details you voluntarily provide through the Wi-Fi login portal. This information helps us maintain network security, troubleshoot issues and improve our services.
• CCTV Footage — CCTV operates throughout our premises for the safety and security of customers, staff and property. Footage may be reviewed where necessary to investigate incidents, prevent theft or fraud, resolve customer enquiries, or where required or authorised by law.
• Communications — enquiries, feedback and messages you send us.

We use personal information to:

• Provide our services and manage your Royalty Rewards membership, rewards, discounts and account activity.
• Process payments, refunds and transactions.
• Respond to enquiries, feedback and support requests.
• Improve our website, services and customer experience.
• Send service updates, receipts and, where you have consented or where otherwise permitted under Australian law, news, promotions and special offers.
• Keep our premises, customers and team safe.
• Comply with our legal obligations.

We do not sell your personal information. We share information only with trusted parties who help us run our services, including:

• Payment providers to process card and contactless payments.
• Our Royalty Rewards platform provider.
• Website and analytics providers that help us maintain and improve the site.
• Email and communication providers that help us respond to you.
• Government, regulatory or law enforcement bodies where required or permitted by law.

These providers are only permitted to use your information for the purpose for which we share it.

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification and disclosure. This includes secure hosting, access controls and encryption in transit.

Some of our providers may store information outside Australia. Where this occurs, we take reasonable steps to ensure your information is handled to a standard consistent with the Australian Privacy Principles.

While we take reasonable steps to protect your personal information, no method of electronic storage, transmission or internet communication is completely secure. Accordingly, we cannot guarantee absolute security.

We keep personal information only for as long as we need it for the purposes described in this Policy, or for as long as we are required to keep it by law. CCTV footage is typically retained for up to 30 days unless required for a safety or legal matter.

You have the right to:

• Request access to the personal information we hold about you.
• Ask us to correct information that is inaccurate or out of date.
• Request deletion of your account or data (subject to legal record-keeping).
• Opt out of marketing communications at any time.
• Withdraw consent for analytics or non-essential cookies at any time.
• Lodge a privacy complaint with us if you believe your personal information has not been handled appropriately.

To exercise any of these rights, please email laundry@soapqueens.com.au. We will respond within a reasonable time.

Our services are not directed at children under 16. We do not knowingly collect personal information from children. If you believe we hold information about a child, please contact us and we will delete it.

We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. Significant changes will be highlighted on our website or communicated to Royalty Rewards members.

If you believe your privacy has not been handled appropriately, please contact us in the first instance so we can address your concern. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

For any questions about this Privacy Policy or your personal information:

• Email: laundry@soapqueens.com.au
• Phone: 0432 071 896
• Address: 140 Wheelers Park Drive, Cranbourne North VIC 3977
• Website: www.soapqueens.com.au