Privacy Policy

This Privacy Policy explains how TowelRun LLC, a Florida limited liability company ("TowelRun", "we", "us"), collects, uses, shares and protects personal information when you visit towelrun.com, use the TowelRun app or the Runner web app at runner.towelrun.com, or use our laundry pickup and delivery service (together, the "Service").

TowelRun picks up towels, sheets and linens from homes, vacation rentals, salons, gyms, spas, yachts and hotels in South Florida, from West Palm Beach to Stuart (Palm Beach and Martin counties). Local independent Runners pick up the laundry, wash, dry and fold it at a local self-service laundromat, and deliver it back.

If you have questions about this policy or your information, write to support@towelrun.com.

Account details: your name, email address and phone number.

Pickup details: your pickup addresses and the notes you leave for the Runner, such as gate or building access instructions.

Orders and preferences: what you send, your detergent and temperature choices, options such as priority pickup, same-day service or separate loads, recurring plans, coupons, credits, discounts, tips and your booking history.

Payment information: card payments are handled by Stripe. We never receive or store your full card number; we only see what Stripe shares with us, such as the card brand and the last 4 digits.

Photos: the Runner photographs the scale with your bag at pickup and your folded laundry, and the doorstep when you asked for the delivery to be left at the door. We also keep the photos you send us when you report a problem.

Messages: your chats with your Runner and with our support team. Chat messages may be translated automatically by an AI service so that you and the Runner can each read them in your own language.

Ratings and blocks: the ratings you give and receive, and any Runner you block.

Waitlist: if you join the waitlist for a ZIP code we do not serve yet, that ZIP code, the email and/or phone number you give us, and whether you agreed to receive a text message (SMS) when we open there.

Notifications: a push notification token for your device, if you allow notifications.

Identity and contact details: your name, email address and phone number.

Driver's license: images of your license and its number, issuing state and expiration date.

Vehicle: your auto insurance document and its expiration date, and a photo of your vehicle.

Selfie: a photo of your face, which we use to confirm that you are the person on the driver's license, including through automated face comparison.

Background check: the results of the background check run by Checkr, with your authorization.

Location: while you are online in the Runner app, your live location, shared about once a minute, so we can show you nearby offers and check where the pickup and doorstep photos were taken.

Payouts and taxes: your payout and tax details are collected and held by Stripe through Stripe Connect. TowelRun does not store your Social Security number.

Work history: the orders you accept and complete, your earnings and tips, your ratings and any customer you block.

Device and usage data: for example your device and browser type, app version, the pages and screens you view, the ZIP codes you check on our website, and when you use the Service.

Cookies, analytics and ads: our website uses cookies and similar technologies, including Google Analytics and the Meta Pixel. See "Cookies, analytics and ads" below.

To provide the Service: create and manage accounts, schedule pickups, offer orders to nearby Runners, plan routes, weigh and price orders, and complete deliveries with your delivery code or a doorstep photo.

To handle payments: place and adjust card holds, charge the final amount, apply coupons, credits and discounts, pass tips on to Runners, and pay Runners through Stripe Connect.

To keep the Service safe and honest: verify Runners' identity, license, insurance and background; check photos and documents with automated tools, including AI (for example reading the scale, checking folded laundry and documents, and comparing a selfie with the license photo); prevent fraud and misuse; and enforce our Terms of Service.

To communicate with you: send order updates by email, push notification and in-app message, answer support requests, and translate chat messages.

To send news and offers: such as a message when we open in your ZIP code. You can opt out at any time (see "Your choices and rights").

To improve the Service: understand how the website and apps are used and where people want the Service, and fix problems.

To meet legal obligations: keep records for taxes and accounting, handle disputes, and respond to lawful requests.

If you think an automated check made a mistake about you, write to support@towelrun.com.

Between customers and Runners: the Runner handling your order sees what is needed to do the job, such as your name, pickup address and notes, your preferences and your chat messages. Customers see the information about their Runner and the order photos needed to follow the order. Ratings are anonymous: we do not show who gave a rating.

With service providers that process data for us, only to run the Service:

Supabase: accounts and database.

Cloudflare: storage of photos and documents, kept private and shown only through short-lived links.

Stripe: payments, card holds and Runner payouts.

Checkr: Runner background checks.

Google: Maps and Places for addresses and routes; Gemini AI to check photos and documents (scale reading, folded laundry, documents and face match) and to translate chats; and Google Analytics on the website.

Resend: email.

Expo: push notifications.

Hosting providers that serve our website and apps.

For legal reasons and safety: when the law requires it, to respond to valid legal process, or to protect the rights, property and safety of our customers, Runners, the public or TowelRun.

In a business change: if TowelRun is part of a merger, acquisition or sale of assets, information may be transferred as part of that deal, under this policy.

With your consent: in any other case, only when you ask us to.

We do not sell your personal information for money. Our website uses the Meta Pixel so we can show TowelRun ads on Facebook and Instagram to people who visited it, which some state laws call "sharing" for targeted advertising. See "Cookies, analytics and ads" below for what it receives and how to turn it off.

Our website uses Google Analytics to understand how visitors find and use the site, for example which pages are viewed, for how long, from what type of device, and the approximate area a visit comes from. Google Analytics uses cookies and handles this information under Google's own privacy policy.

Our website also uses the Meta Pixel, from Meta Platforms (Facebook and Instagram). It tells Meta which pages of the site are viewed and when a visitor starts a booking, books a pickup (with the order total) or joins the waitlist, so we can measure our ads and show TowelRun ads on Facebook and Instagram to people who visited the site, for example to someone who started a booking and did not finish it. We do not send Meta your name, email address, phone number or pickup address. Meta uses cookies and handles this information under its own privacy policy, and may connect it to your Facebook or Instagram account.

When you open our website from an ad or a tagged link (for example a flyer's QR code), we keep that link's campaign tags, such as the campaign name and Meta's click ID, on your device for up to 7 days and save them with your booking, so we can tell which ads bring customers. With Global Privacy Control on, we do not keep Meta's click ID.

The website and apps also save small settings on your device, such as your language, light or dark display and your signed-in session. Without them, parts of the Service, such as signing in, may not work.

You can block or delete cookies in your browser settings, and you can stop Google Analytics from measuring your visits with Google's opt-out browser add-on (tools.google.com/dlpage/gaoptout). To turn off the Meta Pixel, turn on Global Privacy Control (GPC) in your browser: when your browser sends that signal, our website does not load the Meta Pixel. You can also manage the ads you see in your Facebook and Instagram ad preferences.

Access and correction: you can see and update most of your account information in the app. You can also ask us for a copy of your information or to correct it.

Deletion: you can delete your account yourself at any time in the app (Profile, or Account for Runners, > Delete my account); you can also write to support@towelrun.com. We may keep some information when we need it to finish orders in progress, for taxes and accounting, to resolve disputes, to prevent fraud or to meet other legal obligations.

Marketing: you can stop marketing emails at any time with the unsubscribe link in the email or by writing to us. To stop text messages, reply STOP. Order messages, such as pickup updates and receipts, are part of the Service and continue while you have an account.

Notifications and location: you can turn off push notifications and location access in your device settings. Runners need to share their location while online to receive offers.

Cookies, analytics and ads: see "Cookies, analytics and ads" above.

Depending on where you live, your state may give you more rights over your personal information. We will honor them as the law requires and will not treat you differently for using them. To make a request, write to support@towelrun.com; we may need to confirm your identity first.

The Service is for adults 18 and older. We do not knowingly collect personal information from anyone under 18. If you believe a child has given us information, contact us and we will delete it.

We use reasonable safeguards to protect your information. Photos and documents are kept in private storage and shown only through short-lived links, and access to data is limited by permissions so that each person sees only what they need.

No way of storing or sending data is 100% secure, so we cannot guarantee absolute security. Keep your password private, and tell us right away at support@towelrun.com if you think someone has used your account.

We keep personal information while your account is active and, after that, as long as needed to complete orders, for taxes and accounting, to resolve disputes and to meet legal obligations. When we no longer need it, we delete it or keep it in a form that no longer identifies you.

TowelRun operates in the United States. Our service providers may process information in the United States or in other countries where they operate.

We may update this policy. When we do, we will post the new version on this page with a new effective date. If the changes are significant, we may also tell you by email or in the app.

Questions, requests or complaints about privacy: TowelRun LLC, support@towelrun.com, towelrun.com.