LORENZODry Cleaners
PRIVACY POLICY

Your Privacy
Matters to Us

We are committed to protecting your personal information and your right to privacy.

This Privacy Policy sets out how Lorenzo Group Limited ("Lorenzo", "us" or "we") collects, holds, processes and uses the personal data of its customers. Please read the following Privacy Policy to understand how Lorenzo handles the personal data we may collect from you. It is voluntary for you to provide your personal data to us, unless stated otherwise. However, if you do not provide the information we require, we may not be able to provide you with our services.

1. Information We Collect About You

To provide and improve our services, we may collect the following types of information:

  • Contact information, such as your name, home address, phone, email and other similar information.
  • Financial information, such as the bank account numbers and/or credit card numbers that you give us when you use our services.
  • Call recordings, where telephone calls between you and Lorenzo are recorded (see the Call Recording section below).

2. Purposes for Which Personal Data Is Collected and Used

We may use the personal data you provide to us for one or more of the following purposes:

  • To process and administer your service orders with us;
  • To provide you with our laundry and related services, including pick-up and delivery of laundry;
  • For marketing and promotional purposes, such as sending you information about our products and services, with your consent;
  • For customer relationship management purposes;
  • To improve our products and services;
  • To contact you regarding your enquiries;
  • To handle any complaints filed by or related to you;
  • To comply with any legal requirements, or orders, directions or requests from any court, authority or government body of any jurisdiction, which may be within or outside the Republic of Kenya.

3. Call Recording

Telephone calls between Lorenzo and the customer may be recorded. Call recordings are personal data and are processed in accordance with the Data Protection Act, 2019 (No. 24 of 2019), Laws of Kenya. Recordings may be used for the following purposes:

  • Quality assurance and staff training;
  • Verification of orders, instructions and transactions;
  • Handling and resolution of complaints and disputes;
  • Record-keeping and compliance with legal obligations.

Call recordings are processed lawfully, fairly and transparently, are kept only for as long as necessary for the purposes above, and are protected by the same security safeguards as other personal data we hold. Your rights as a data subject described in this Privacy Policy — including the rights of access, rectification, erasure and objection — apply equally to call recordings.

4. Aggregate Data

We may from time to time use aggregated, non-identifying information about our customers to improve our services or website. For these purposes, we may disclose the aggregated non-identifying information to third parties. This information will not be able to identify any specific customer.

5. Disclosure of Data

Lorenzo may disclose your personal information in the good-faith belief that such action is necessary:

  • To comply with a legal obligation;
  • To protect and defend the rights or property of Lorenzo;
  • To prevent or investigate possible wrongdoing in connection with our services;
  • To protect the personal safety of other customers or the public;
  • To protect against legal liability.

Except as provided above, we will not knowingly or intentionally use or share the personal data you provide to us in ways unrelated to the purposes described in this Privacy Policy without your prior consent.

6. Transfer of Personal Data

Lorenzo may disclose and transfer your personal data to, and jointly use your personal data with, other persons who we consider appropriate for fulfilling the purposes described above. The entities with whom we may share your personal data include but are not limited to:

  • Lorenzo group companies;
  • Agents, contractors or third-party service providers who provide administrative, marketing and research, distribution, information technology, data processing, telemarketing, telecommunications, computer, or other services to Lorenzo in connection with the operation of its business;
  • Other business partners such as logistics service providers and other companies involved in providing customer service or fulfilling customer requests;
  • Where permitted by applicable laws, third parties such as legal advisors, to enforce our agreements with you, to establish legal claims or defences, to obtain legal advice, to exercise and defend our legal rights, to protect our rights or property, or to protect the life, body or property of an individual;
  • In connection with a merger or sale (including transfers made as part of insolvency or bankruptcy proceedings) involving all or part of Lorenzo, or as part of a corporate reorganisation, stock sale or other change in corporate control.

By submitting personal information to Lorenzo, or by using our services, website or mobile application, you understand and consent to such transfer.

7. Direct Marketing

We may use your personal data (including your name, telephone numbers, mailing addresses, email addresses and purchase history) to send you information about our laundry and related services, loyalty programmes, and other related promotions. By submitting personal information to Lorenzo, or by using our services, website or mobile application, you understand and consent to the use of your data for this purpose.

You may opt out from receiving marketing communications from us at any time, free of charge, by:

  • Following the opt-out instructions contained in the relevant communications; or
  • Writing to us at the addresses in the Contact Us section below.

8. Cookies Data

We use cookies and similar tracking technologies to track the activity on our service and hold certain information. Cookies are files with a small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device.

You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our service.

Examples of cookies we use:

  • Session Cookies. We use Session Cookies to operate our service.
  • Preference Cookies. We use Preference Cookies to remember your preferences and various settings.
  • Security Cookies. We use Security Cookies for security purposes.

9. Links to Other Sites

Our website may contain links to other sites that are operated by third parties with different privacy policies. You should remain alert when you leave our website and read the privacy policies of other websites. We have no control over the personal data that you submit to or receive from these third parties.

10. Security of Data

While we strive to use commercially acceptable means to protect your data, we cannot guarantee its absolute security. However, we maintain commercially reasonable physical, electronic and procedural safeguards to protect your personal data against unauthorised or accidental access, processing, erasure, loss or use.

11. Retention of Personal Data

Lorenzo maintains and executes retention policies for records containing personal data to ensure personal data is not kept longer than is necessary for the fulfilment of the purposes for which the data is or is to be used. We keep your personal data for as long as we need it to provide our products and services to you, to comply with legal obligations, or to protect our or others' interests. We decide how long we need information on a case-by-case basis.

12. Your Rights to Personal Data

You have certain rights under the applicable data protection laws, which include: the right to access and obtain a copy of your personal information, to request rectification or erasure, to restrict the processing of your personal information, and where applicable, data portability and a right to object to the processing of your personal information. You have the right to withdraw consent to the use of your personal data at any time.

However, we may retain some information in our files to prevent fraud, troubleshoot problems, assist with investigations and/or comply with applicable legal requirements. To make such a request, use the contact details provided below. We will respond to your request within 30 days. Please note that withdrawal of consent will not affect the lawfulness of the processing before its withdrawal.

13. Contact Us

Customers requesting to exercise their rights or needing more information or clarification on specific personal data practices of Lorenzo may contact us at the following addresses: