Version 2026-09 · Last updated: August 2026

Privacy Policy

Customers and Washer Heroes · Province of Ontario, Canada · Duffloo Inc.

Last updated: September 2026

Duffloo Inc. ("Duffloo", "we", "us") respects your privacy. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use duffloo.com, our mobile apps, and related services (the "Duffloo Platform"). It applies to customers who use our services and to the independent contractors ("Washers" or "Washer Heroes") who provide them. We handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario law.

Your consent. By using the Duffloo Platform you consent to the collection, use, and disclosure of your personal information as described here. You may withdraw consent at any time (Section 9), though this may limit your ability to use the Platform. If you do not agree with this Policy, please do not use the Duffloo Platform.

1. Accountability and Our Privacy Officer

Duffloo is responsible for personal information under its control. Questions, access requests, or complaints may be directed to our Privacy Officer: privacy@duffloo.com, or Duffloo Inc., Attn: Privacy Officer, 58 Red Fox Place, Toronto, Ontario M1B 0B1, Canada. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (priv.gc.ca).

2. Information We Collect

  • Account & contact data: name, email, phone number, service and billing address.
  • Identity & verification data: for Washers, date of birth, government ID, and criminal record/background-check results, collected to verify identity and protect customer safety. Background checks are performed through our screening provider, Certn, or via a police clearance you obtain yourself — see Section 4.
  • Tax information (Washers): (new in 2026-09) your tax identification number — your Social Insurance Number (SIN) if you provide services as an individual, your Business Number (BN) if you provide them through a business, or both where you have both — and your GST/HST registration number. We collect these because Part XX of the Income Tax Act (Canada) requires Duffloo, as a reporting platform operator, to collect them and to report them, together with your platform earnings, to the Canada Revenue Agency each year. Your SIN is stored encrypted, is displayed only in redacted (last-four) form, and is never used for any purpose other than the tax reporting and record-keeping described in this Policy.
  • Payment data: processed by our PCI-compliant third-party payment processor (Stripe). Duffloo stores only limited payment details (such as card type and last four digits); full card numbers are handled by the processor under its own privacy policy.
  • Location data: with your permission, GPS location from the mobile apps to enable pickup, delivery, routing, and (for Washers) Engaged-Time tracking. You can disable location services in your device settings.
  • Device & usage data: IP address, device identifiers, browser/OS type, app interactions, and pages viewed.
  • Order & service data: order details, laundry preferences, ratings, messages, and (for Washers) completion times and performance data.
  • Communications: records of your contacts with support and your marketing preferences.

3. How We Use Information

We use personal information only for purposes a reasonable person would consider appropriate, including to:

  • Create and manage accounts; verify identity and run background checks (Washers).
  • Schedule, route, fulfil, and track orders, and process payments, refunds, and payouts.
  • Match customers with Washers and operate the marketplace.
  • Provide customer support and resolve disputes and Clothes Safeguard Plan claims.
  • Calculate Washer pay, Engaged Time, and performance ratings, and meet our record-keeping obligations under the Digital Platform Workers' Rights Act, 2022 (DPWRA).
  • (new in 2026-09) Meet our obligations as a reporting platform operator under Part XX of the Income Tax Act (Canada), including collecting and verifying Washer tax identification numbers, reporting Washer identification and earnings information to the Canada Revenue Agency annually, and providing each Washer a copy of what was reported (the Part XX seller statement) by 31 January each year.
  • Detect and prevent fraud, protect safety, and comply with law.
  • Send service messages (always) and marketing messages (with your consent, which you can withdraw at any time).

We do not sell your personal information.

4. Consent

We collect, use, and disclose personal information with your knowledge and consent, except where permitted or required by law. Consent may be express (e.g., opting in to marketing) or implied (e.g., information reasonably needed to fulfil an order you placed). You may withdraw consent as described in Section 9.

Background checks (Washers) — express consent. (expanded in 2026-09) Background screening data is sensitive, and we handle it only with your express consent:

  • Certn route: when you complete a background check through our screening provider, Certn, you provide your consent directly to Certn as part of Certn's intake. That consent authorizes Certn to conduct the check (Certn operates as an authorized screening provider under CPIC policies) and to release the results directly to Duffloo's screening dashboard. Paying Certn yourself does not change what is collected or who receives it — only who pays.
  • Police-clearance route: if you instead obtain a police clearance yourself, you consent to Duffloo receiving and using it when you provide it to us.
  • Under either route, you are entitled to a copy of your own results, we use the results only to make — and, where you challenge it, review — the activation decision, and an unclear or incomplete result leads to a remediation path (such as local fingerprinting), not an automatic refusal.

Tax identifiers (Washers) — express consent, required by law. We ask for your SIN/BN and GST/HST registration number expressly, at onboarding, and we tell you there why: Part XX of the Income Tax Act requires it. Because the collection and CRA reporting are legal obligations, we cannot offer the Platform to Washers who decline them; declining is effectively a withdrawal from the Platform for sellers.

5. When We Disclose Information

  • Between customers and Washers: limited information needed to complete an order (e.g., first name, delivery address, access instructions, order details). Washers are contractually bound to keep this confidential and use it only to complete the order.
  • Service providers: vendors who process information for us, bound to protect it and use it only for our purposes. Our principal service providers are: Stripe (payment processing and payouts), Certn (background screening for Washers), Brevo (email and SMS delivery), Google (cloud hosting, storage, and analytics via Firebase, and mapping via Google Maps), and Mapbox (in-app maps and navigation). (2026-09: Certn, Brevo, and Mapbox are now named; previously only Stripe and Google Maps were.)
  • Canada Revenue Agency (Part XX): (new in 2026-09) for Washers, we are required by Part XX of the Income Tax Act to report annually to the CRA: your name, address, date of birth (individuals), tax identification number(s) (SIN and/or BN), GST/HST registration number, the financial account identifiers your payouts go to, and the consideration paid or credited to you each quarter, along with fees, commissions, or taxes we charged or withheld. We provide you a statement of what we reported by 31 January each year.
  • Legal and safety: where permitted or required by law, to comply with legal process, enforce our Terms, prevent fraud, or protect the rights and safety of any person.
  • Business transfers: in connection with a merger, acquisition, financing, or sale of assets, subject to appropriate confidentiality protections; the recipient will be bound to honour this Policy or provide notice and choices as required by law.
  • With your consent: for any other purpose disclosed at the time we collect it.

6. Cookies and Tracking

We use cookies and similar technologies to operate the site, remember preferences, measure performance, and (with consent where required) support marketing. You can manage cookies in your browser settings; disabling some cookies may affect functionality. Where we use analytics or advertising partners, you can opt out of interest-based advertising through the Digital Advertising Alliance of Canada (youradchoices.ca). Our cookie practices are described further in our Cookie Notice, which forms part of this Policy.

7. Storage, Security, and Retention

Location: personal information is stored and processed in Canada and the United States, and may be processed in other countries by our service providers — for example, payment processing by Stripe (United States), email and SMS delivery by Brevo (European Union), background screening by Certn (Canada), mapping by Mapbox (United States), and cloud hosting, storage, and analytics providers that may be located in the United States. See "International data transfers" below.

Security: we use administrative, technical, and physical safeguards appropriate to the sensitivity of the information. Tax identification numbers are stored encrypted and displayed only in redacted (last-four) form. No method of transmission or storage is perfectly secure, and we cannot guarantee absolute security.

Retention: (rewritten as a table in 2026-09) we keep personal information only as long as needed for the purposes collected and to meet legal obligations, then securely delete or anonymize it. Our retention periods are:

Information Retained for Why
Washer work, pay, payout, Engaged-Time, minimum-wage, tax-reporting, invoice/tax-document, and contract records (including agreement versions and notices) At least six (6) years Income Tax Act s.230 and Part XX record-keeping (six years, electronically readable); exceeds the DPWRA's three-year requirement
Washer tax identification numbers (SIN/BN) and GST/HST registration numbers For the period the Washer is on the Platform, plus the six-year record period above Part XX reporting and audit support
Customer order, billing, receipt, and tax-invoice records At least six (6) years Tax record-keeping
Raw GPS location traces from routes Short retention only: as long as needed to compute and verify Engaged Time and resolve any dispute or audit of the affected pay period, then deleted or reduced to derived pay records PIPEDA data minimisation — the pay records above do not need the raw trace
Background-check results and government-ID images (Washers) One (1) year after the activation decision (or the end of any challenge or remediation you start, if later), then deleted; we keep only the fact, date, and outcome category of the screening PIPEDA data minimisation for sensitive data
Support correspondence, claims, and dispute records For the life of the claim or dispute plus applicable limitation periods Claims handling and legal defence
Marketing preferences and CASL consent records For as long as we send you messages, plus three (3) years CASL proof-of-consent

International data transfers (PIPEDA). Because Duffloo and our service providers operate in Canada, the United States, and the European Union, your personal information may be transferred to, stored, or processed in those countries or others. While personal information is in another country, it is subject to the laws of that country and may be accessible to that country's courts, law-enforcement, and regulatory authorities. We use contractual and other reasonable measures to require our service providers to protect personal information to a comparable standard. By using the Duffloo Platform, you acknowledge this cross-border transfer and processing. Questions may be directed to our Privacy Officer at privacy@duffloo.com.

8. Privacy Breach Notification

If a breach of security safeguards creates a real risk of significant harm, we will notify affected individuals and report to the Office of the Privacy Commissioner of Canada as required by PIPEDA, and keep records of breaches as required by law.

9. Your Rights and Choices

Access and correction: you may request access to the personal information we hold about you and ask us to correct inaccuracies. Washers may also request their work/earnings history, how performance ratings are calculated, and how automated systems affect order assignment (DPWRA).

Withdraw consent / delete: you may withdraw consent or ask us to close your account and delete your information, subject to legal and contractual retention requirements (e.g., fraud prevention, tax and Part XX records, DPWRA records — see the retention table in Section 7).

Marketing opt-out: unsubscribe via the link in any marketing email, reply STOP to texts, or contact us. You will still receive essential service messages.

How to exercise: update your account settings, email privacy@duffloo.com, or write to our Privacy Officer. We respond within the timeframes required by law.

10. Children

The Duffloo Platform is intended for adults 18 and older. We do not knowingly collect personal information from anyone under 18. If you believe we have, contact our Privacy Officer and we will delete it.

11. Third-Party Links

The Platform may link to third-party sites and services we do not control. This Policy does not apply to them; please review their privacy policies before providing information.

12. Changes to This Policy

We may update this Policy from time to time. We will post the updated Policy with a new "Last updated" date and, where the change is material, provide reasonable advance notice (and, for Washers, at least fourteen (14) days' notice of material changes as required by the DPWRA). Your continued use after the effective date constitutes acceptance, subject to your right to withdraw consent.

13. Contact Us

Duffloo Inc., 58 Red Fox Place, Toronto, Ontario M1B 0B1, Canada.

Privacy Officer: privacy@duffloo.com

General support: support@duffloo.com | 1-833-DUFFLOO

Prepared for counsel review, not legal advice.