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02 4013 4244
Newcastle NSW, 2300, Australia
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Privacy Policy

Last updated: 20 September 2026

Newcastle Dry Cleaning & Laundry is operated by Dry Cleaning Services Pty Ltd as trustee for Dry Cleaning Services Unit Trust, ABN 67 227 328 294.

In this policy, “we”, “us” and “our” refer to Newcastle Dry Cleaning & Laundry.

This policy explains how we handle personal information when you visit our website, make an enquiry, use our booking services or AI receptionist, or arrange cleaning, collection and delivery.

Information we collect

Depending on how you interact with us, we may collect:

  • Your name, email address and phone number.

  • Collection, delivery and billing addresses.

  • Business name and contact details for commercial enquiries.

  • Booking details, order history, service preferences and communications.

  • Payment and transaction records.

  • Access codes, collection instructions and delivery instructions.

  • Information about garments and linen, including care requirements, condition, stains and damage.

  • Garment photographs and collection or delivery photographs.

  • Audio recordings and transcripts of calls handled by our AI receptionist.

  • Messages and information submitted through webchat.

  • Website usage information, including IP address, device and browser information, pages visited and interactions with our website or advertising.

Please provide only information relevant to your enquiry or service. Avoid including unnecessary sensitive information in booking notes, photographs or messages.

How we collect information

We collect information when you:

  • Book or manage a service through our website, app or booking platform.

  • Contact us by phone, email, webchat or an online form.

  • Provide collection or delivery instructions.

  • Make a payment or enquire about a business account.

  • Opt in to marketing communications.

  • Deal with an authorised collection or delivery agent.

We may also create records and photographs while assessing items, handling orders or completing collection and delivery.

Website analytics and advertising technologies may collect information automatically when you use our website.

How we use information

We use personal information to:

  • Respond to enquiries and help you select services.

  • Create and manage customer accounts and bookings.

  • Assess cleaning requirements and record item condition.

  • Arrange collection, cleaning and delivery.

  • Process payments and maintain accounting records.

  • Send booking confirmations, service updates and other order-related communications.

  • Investigate missing items, damage concerns, complaints or payment disputes.

  • Provide customer support through our team and AI receptionist.

  • Send marketing communications where you have opted in.

  • Understand website use and measure advertising performance.

  • Meet applicable legal obligations and manage our business records.

Garment and delivery photographs may help document condition, handling and completion of services, and assist with resolving disputes.

Alfie: AI phone and webchat assistance

Alfie is our AI receptionist, provided through CleanCloud. Alfie assists with telephone and webchat enquiries.

Calls handled by Alfie are recorded and transcribed, and CleanCloud retains the recordings and transcripts. Webchat interactions are also processed through CleanCloud.

These interactions may contain your contact details, order information and anything else you choose to share. Relevant information may be reviewed by our team to respond to enquiries, manage services and resolve issues.

Please do not provide payment-card security codes, passwords or unnecessary sensitive information through AI conversations.

If you prefer to contact our team by email, use hello@newcastledrycleaning.com.au.

Collection and delivery agents

We may use agents to receive items, arrange collections or complete deliveries.

Where needed for these services, we may provide an agent with your name, phone number, address and relevant order details.

An agent may also collect information directly from you. Where an agent provides its own services independently, its handling of information may be covered by its own privacy policy.

Contact us if you have a question about information shared in connection with your Newcastle Dry Cleaning & Laundry order.

Service providers and payments

We use service providers to support bookings, payments, communications, accounting and information storage.

These include:

  • CleanCloud, including customer accounts, bookings, marketing and AI phone and webchat services.

  • CleanCloud Pay and payment-terminal providers, for electronic payments.

  • Xero, for accounting.

  • Microsoft 365, for business communications and administration.

  • Proton Drive, Google Drive and OneDrive, for information storage.

  • Google and Meta, for website analytics and advertising services.

We accept payments through CleanCloud Pay, payment terminals, cash and bank transfer. Electronic payments are handled through the relevant payment provider or financial institution. We retain transaction information for order management, accounting and enquiries.

We may also disclose information where required or permitted by applicable law, including in connection with a legal claim or dispute.

Marketing communications

We use CleanCloud to send promotional emails and SMS messages to customers who have opted in.

You can withdraw your marketing consent using the unsubscribe instructions in a message or by contacting us.

Unsubscribing from marketing does not prevent us from sending necessary communications about your enquiries, bookings, payments, collections or deliveries.

Cookies, analytics and advertising

Our website uses Google Analytics, Google Ads and Meta Pixel.

These services may use cookies, pixels and similar technologies to collect information about website visits and interactions. This can include device information, IP addresses, pages viewed and actions taken on the website.

We use these tools to understand website activity, measure advertising results and support relevant advertising.

You can manage cookies through your browser settings and advertising preferences through the relevant Google and Meta account settings. Blocking some cookies may affect website or booking functionality.

Storage and security

We store information in the business systems and cloud services described in this policy.

Staff access is limited to CleanCloud. Access to our other business systems is restricted to the owner and manager and protected by multifactor authentication.

No electronic system or transmission method can be guaranteed completely secure. Please contact us promptly if you believe information connected with your account or order has been accessed or used without authorisation.

Overseas processing

Although our services are provided in Australia, some technology providers may store or process information overseas.

Locations depend on the provider, its infrastructure, subcontractors and our service arrangements. For example, Proton Drive identifies Switzerland, Germany and Norway as locations for its storage servers.

Other providers may also process information outside Australia. Contact us if you would like further information about the providers used to handle your information.

How long we retain information

We currently retain customer and service records without a routine deletion schedule. You may contact us to request deletion of information we hold about you.

We assess requests against operational needs and applicable recordkeeping obligations. Some records may need to be retained for accounting, outstanding orders, complaints, disputes or other lawful purposes.

Deletion may also be subject to the technical arrangements of our providers and their backup systems. We will explain relevant limitations when responding to a request.

Access, correction and deletion requests

You can contact us to request access to personal information we hold about you, correct inaccurate information or request deletion.

We may need to verify your identity before responding. Please do not send identity documents unless we ask for them.

If we cannot fulfil a request, we will explain the reason, subject to any applicable legal restrictions.

Privacy enquiries and complaints

Contact the owner or manager using:

Email: hello@newcastledrycleaning.com.au
Phone: (02) 4013 4244
Contact hours: Monday–Friday, 8am–4pm

Please describe your concern and include enough information for us to identify the relevant enquiry, account or order.

The owner or manager will review your concern and contact you about the outcome or any further information needed.

If your concern is not resolved, you may contact the Office of the Australian Information Commissioner to ask whether it can assist: https://www.oaic.gov.au/

Changes to this policy

We may update this policy as our services, systems or information-handling practices change. The current version will be available at: https://newcastledrycleaning.com.au/privacy-policy/