Privacy Policy

Who We Are

Stitch and Steam Pte Ltd ("Stitch and Steam", "we", "us") operates the website at stitch-and-steam.com and provides clothing alteration and dry-cleaning services in Canberra, Singapore. We are the organisation responsible for the personal data described in this policy, and we handle it in line with Singapore's Personal Data Protection Act (PDPA).

About This Policy

This policy explains what personal data we collect, why we collect it, who we share it with, and the choices you have. It is provided for transparency and is not legal advice. If anything here is unclear, email us at hello@stitch-and-steam.com.

How We Collect Personal Data

We collect personal data through our website (stitch-and-steam.com), through the service itself when you hand over garments in person or arrange delivery, and through WhatsApp when you message us to ask a question or book an appointment. Telegram is used only as a private internal channel for authorised staff to receive WhatsApp notifications and review draft replies.

Categories of Personal Data We Collect

Depending on how you use the service, we may collect:

• ◈Your name, and the name on your account or booking.
• ◈Your phone number, including the WhatsApp number you contact us from.
• ◈The chat messages you send us on WhatsApp, and our replies.
• ◈Photos, video and other media you send us of a garment or a fitting.
• ◈Garment and order details — the item, the alteration or cleaning requested, measurements, and fitting notes.
• ◈Appointment details — the date, time and location of a fitting or pop-up.
• ◈Delivery details — your address and access notes for doorstep pick-up and delivery.
• ◈Payment confirmation details — the amount, method and status of payment, and any PayNow reference you provide.
• ◈Website analytics — pages viewed, approximate location and device type, collected through Google Analytics (GA4) and Cloudflare.

Why We Process Your Personal Data

We use your personal data for these purposes:

• ◈Customer service — answering your questions and keeping you updated on your order.
• ◈To fulfil your order — carrying out the alteration or cleaning, arranging fittings, and handling pick-up and delivery.
• ◈Record-keeping — maintaining transaction records for accounting, tax and warranty purposes.
• ◈Security — protecting our systems and records against fraud, loss and unauthorised access.
• ◈AI-assisted drafting — preparing a suggested reply to your message for a person to review (see the next section).
• ◈Reminders — sending a follow-up message when an earlier message from you has not yet been replied to, so nothing is missed.

AI-Assisted Drafting of Replies

We use an AI-assisted tool to prepare a draft reply to messages you send us. The draft is only a suggestion. A member of our staff reads every draft, edits it, and approves it before any reply is sent to you. No message is sent to you automatically by the AI, and the AI does not make decisions about your order.

Who We Share Personal Data With

We share personal data only with the processors and recipients needed to run the service:

• ◈Meta Platforms, Inc. — WhatsApp is provided by Meta and carries the messages between you and us.
• ◈Cloudflare, Inc. — hosts this website and the WhatsApp integration. Cloudflare D1 stores message, conversation, draft and reminder records.
• ◈Telegram — authorised staff use a private Telegram channel to receive WhatsApp message notifications and review draft replies.
• ◈Our local drafting service — the Hermes agent and a local Ollama model run on a business computer at our premises to prepare the reply drafts described above.
• ◈Google — website analytics through Google Analytics (GA4).

Local Processing

The AI drafting described above runs locally on a computer at our premises rather than in the cloud. It can only process a message while that computer is switched on and online. When the computer is offline, draft requests wait until it is online again; staff can still reply manually through WhatsApp.

We Do Not Sell Your Personal Data

We do not sell your personal data. We do not share it with advertisers or data brokers.

How Long We Keep Personal Data

We keep personal data only for as long as it is needed. Order and message records are retained for the duration of the service and then for as long as our legal, accounting and tax obligations require. Some records are kept longer where they may be needed to resolve a dispute or defend a legal claim. When data is no longer needed, it is deleted or anonymised.

Cross-Border Processing

Some of our processors — including Meta, Cloudflare and Google — store or process personal data on servers outside Singapore. Where personal data is transferred out of Singapore, we take reasonable steps to ensure it is protected by a standard comparable to the PDPA, through the contractual safeguards these providers offer.

How We Protect Personal Data

We put in place administrative, technical and physical measures to protect personal data — access controls, encryption in transit, and limiting access to staff who need it. No method of transmission or storage is completely secure, so while we work to safeguard your personal data we cannot promise it is absolutely safe.

Your Rights Under the PDPA

Under the Personal Data Protection Act (PDPA) you have the right to:

• ◈Access — ask for a copy of the personal data we hold about you and how it has been used.
• ◈Correction — ask us to correct personal data that is inaccurate or out of date.
• ◈Withdrawal of consent — withdraw your consent to our use of your personal data with reasonable notice; some services may no longer be available to you if you do.

Requesting Deletion of Your Data

Meta requires apps that access user data to explain how users can request deletion of app-related data. To make a request, email hello@stitch-and-steam.com and include your WhatsApp number or another identifier we can match to your records. We may need to verify your identity before acting on the request.

We will assess the request and delete or anonymise personal data that is no longer needed for a business or legal purpose. We may retain transactional, accounting, tax, dispute-resolution or security records while that retention remains necessary or legally required.

Children

Our services are aimed at adults. We do not knowingly collect personal data from a child under 13. If you believe a child has given us their personal data, contact us and we will delete it.

Changes to This Policy

We may update this policy from time to time. The latest version is always on this page, and any material change will be noted here.