Lunara ("we", "us", or "our") operates a laundry booking platform that connects customers with partner laundry shops and delivery riders. This policy explains what information we collect, how we use it, and the choices you have when you use our website, mobile app, and related services (collectively, the "Service").
Information we collect
We collect information you provide and data generated when you use the Service:
- Account information — name, email address, phone number, and profile photo when you register or update your profile.
- Addresses — pickup and delivery addresses, including optional GPS coordinates when you pin a location on a map.
- Order information — booking details, service type, schedule, order status, photos related to your laundry (e.g. proof of delivery), signatures, and support or refund requests.
- Payment information — payment method selection, transaction status, and wallet balance. Card and e-wallet payments are processed by third-party payment providers; we do not store full card numbers on our servers.
- Communications — messages you send through support tickets, reviews, and lost-item reports.
- Device and usage data — push notification tokens, app and browser type, and log data needed to operate and secure the Service.
- Location — only when you grant permission to pin an address or when riders share live location during an active delivery assigned to your order.
How we use your information
We use personal information to:
- Create and manage your account and authenticate you (including one-time passwords).
- Process laundry bookings, payments, refunds, and wallet transactions.
- Assign partner shops and riders to fulfill pickup and delivery.
- Send order updates, notifications, and support responses.
- Improve the Service, prevent fraud, and comply with legal obligations.
How we share information
We share information only as needed to run the Service:
- Partner laundry shops — order and contact details required to process your laundry.
- Riders — name, phone (e.g. last digits for handoff verification), and addresses for pickup and delivery.
- Service providers — payment processors, cloud hosting, SMS/OTP providers, push notification services (e.g. Firebase), and analytics tools under contract.
- Legal requirements — when required by law or to protect rights, safety, and security.
We do not sell your personal information.
Data retention
We keep your information while your account is active and as needed to provide the Service, resolve disputes, enforce agreements, and meet legal requirements. You may request account deletion by contacting us; some records may be retained where required by law or for legitimate business purposes (e.g. completed order and payment records).
Security
We use technical and organizational measures to protect your data, including encryption in transit (HTTPS) and access controls. No method of transmission or storage is completely secure; please use a strong password and keep your login credentials private.
Your choices and rights
- Update your profile and saved addresses in the app or website.
- Manage notification preferences in your device settings and in-app settings where available.
- Request access, correction, or deletion of your personal data by emailing support@lunara.app.
- Withdraw location permission in your device settings; some features (address pinning) may not work without it.
If you are in the Philippines, you may have additional rights under the Data Privacy Act of 2012. Contact us to exercise them.
Children
The Service is not directed to children under 13. We do not knowingly collect personal information from children. Contact us if you believe a child has provided us data.
International transfers
Your data may be processed on servers located outside your country. We take steps to ensure appropriate safeguards when data is transferred internationally.
Changes to this policy
We may update this policy from time to time. We will post the revised version on this page and update the "Last updated" date. Continued use of the Service after changes means you accept the updated policy.
Contact us
Questions about this policy or your data? Email support@lunara.app or visit Support when signed in.