Who is responsible
HolaWash Tech, S.L., CIF B44592830, Carrer de Pere IV 51, 08018 Barcelona, is the controller of the data described here, on this website and in the HolaWash app. For any privacy question, email us at hola@hola-wash.com.
What data we process
Your account and contact details: name, email and mobile number, and your Apple or Google identifier if you sign in with them. Pickup and delivery addresses, with the floor, door and access notes you give us. Your orders: items and services, dates, amounts, invoices and claims. Photos you send us (for example of a damaged item or for the Atelier) and your messages in the help chat. In the app, the device token we use to send you push notifications. Your location, only with your permission and only on the address screens: it places the pin on the map, we do not store it and never use it in the background; for your address we keep the map point you confirm. Payments (card, Apple Pay or Google Pay) are processed by Stripe: we never see or store your card number, and a saved card is a Stripe reference with the brand and the last four digits. We also keep your communication preferences and when and what you agreed to for each consent.
Why, and on what legal basis
Contract: creating your account, collecting, cleaning and delivering your orders, charging for them, sending order updates (email, push and, if you turn it on, WhatsApp) and helping you in the chat. Your mobile number, address and door code only reach the driver assigned to your pickup. Legal obligation: issuing and keeping invoices and accounting records. Legitimate interest: preventing fraud and unpaid orders (for example a new account using the phone or email of a closed account that still owes money), measuring and improving the service and our advertising, and sending you offers for services similar to ones you have already bought (article 21.2 of the Spanish LSSI). You can object at any time, and every marketing message explains how to unsubscribe. Consent: analytics and advertising cookies on the website, advertising tracking on iPhone (Apple's prompt) and WhatsApp updates. You can withdraw it at any time.
Analytics and advertising in the app
The app uses Google Analytics for Firebase to see which screens work. We send it with an encrypted internal identifier, never your name, email or phone number; it is on by default and you can turn it off in Account. The app includes the Meta SDK: on iPhone, the advertising identifier is only used if you accept Apple's tracking prompt (App Tracking Transparency), and the app works the same if you decline. When you buy in the app, our server reports the purchase to Meta and TikTok to measure adverts: the amount, the order reference, a hashed (encrypted) customer identifier and, for Meta, the installation identifier its SDK creates in the app. That installation identifier is sent even if you decline Apple's tracking prompt; your hashed email and phone number are only included if you accepted it.
Analytics and advertising on the website
The website loads Google Tag Manager with Google Analytics, Google Ads, the Meta pixel and the TikTok pixel only if you accept analytics or advertising cookies: until you choose, Google Consent Mode is set to "denied". When you book on the website, our server may report the purchase to Meta and TikTok (amount, order reference, the click identifier if you came from an advert, and your hashed email and phone number) to measure our adverts. You can object by emailing us.
Advertising audiences
If you are already a customer (after your first order) and have not unsubscribed from our messages, we may upload your hashed email and phone number to Meta, Google and TikTok to avoid showing you adverts you do not need, show you others, or find similar people. If you signed up in the iPhone app, only if you accepted Apple's tracking prompt. Nobody whose last order is more than 24 months old is added to an audience. You can object by emailing us or unsubscribing.
Who receives data
Stripe (payments), CleanCloud (order management at the laundry), Google (Firebase and Google Analytics, Google Ads, Sign in with Google, Google Pay and address search), Meta and TikTok (advert measurement), Apple (Sign in with Apple, Apple Pay and push notifications), Resend (sending emails) and Hetzner (hosting our servers). Your driver sees your name, mobile number, address and access notes. We do not sell your data.
International transfers
Some of these providers (Stripe, Google, Meta, TikTok, Apple and Resend) may process data outside the European Economic Area, mainly in the United States. Those transfers rely on the EU-US Data Privacy Framework, where the provider is certified, or on the European Commission's standard contractual clauses.
How long we keep it
Orders, invoices and accounting records: six years, as Spanish commercial and tax law requires (article 30 of the Commercial Code), even if you close your account. Your account, addresses and preferences: while the account is open. Marketing messages: until you unsubscribe or object. Advertising audiences: at most 24 months after your last order. Consent records: as long as we need to prove them. Each cookie's duration is on the cookies page.
Your rights
You can ask for access to your data, correct it, delete it, restrict its use, receive it in a portable format or object to a particular use, and withdraw a consent at any time. Email us at hola@hola-wash.com; we reply within one month. If you are not satisfied, you can complain to the Spanish Data Protection Agency (www.aepd.es).
Deleting your account
You can delete your account in the app under Account › Delete account, or by emailing hola@hola-wash.com. When you delete it we cancel, free of charge, any pickups not yet collected; your plan runs to the end of the month already paid and does not renew; we erase your name, phone number, addresses, saved cards and notification tokens; we unlink your email and your Apple or Google sign-in; and we anonymise your record in our laundry management system. Any credit left on your account is lost when you delete it. We keep orders and invoices for the legal period. If you have an order in progress (collected and not yet delivered), you can delete the account once it is delivered.
Cookies
No analytics or advertising cookie runs before you choose. The categories, each cookie and how to change your mind are on the cookies page.
Changes
If we change this policy, we update this page and the date above. If the change matters, we will tell you in the app or by email.