Privacy Policy

Information we collect

We may collect the following information:

• Contact information, including your name, mobile number, and email address.
• Pickup information, including your address, preferred timing, access instructions, and other notes you provide.
• Return information, including retailers, quantities, drop-off destinations, packaging or label requirements, tracking numbers, QR codes, shipping labels, receipts, photos, and proof of pickup or drop-off.
• Transaction information, including your offered or agreed service price, approved additional expenses, payment status, and payment-provider identifiers. Payment card details are handled by our payment processor and are not stored by Returns Done.
• Communications and consent records, including messages with your operator, SMS opt-in status, the date and method of consent, and opt-out requests.
• Technical and usage information, such as device, browser, IP address, security logs, and interactions with our service.

How we use information

We use customer information to:

• Schedule, coordinate, perform, and document return pickups.
• Confirm bookings, process authorized payments, communicate with you, and provide customer support.
• Send pickup reminders, driver-arrival notices, service-status updates, and completion notifications when you opt in to SMS.
• Protect customers, operators, and the service; prevent fraud; enforce our terms; and comply with legal obligations.
• Maintain records, troubleshoot problems, and improve service reliability and customer experience.

SMS privacy

Mobile numbers and SMS consent information are not sold, rented, or shared with third parties or affiliates for marketing or promotional purposes. We use this information only to provide the transactional messages you requested, operate the service, and comply with applicable law. We may provide limited information to communications vendors acting on our behalf solely to deliver and support those messages.

Message frequency varies based on your booking activity and return status. Message and data rates may apply. You may reply STOP to opt out or HELP for help.

When we disclose information

We may disclose information only as reasonably necessary:

• To operators and service personnel handling your pickup and return.
• To service providers that support payments, messaging, email, address lookup, file storage, hosting, security, and analytics, subject to appropriate restrictions.
• To comply with law, legal process, or valid government requests; protect rights and safety; investigate misuse; or address fraud.
• As part of a merger, financing, acquisition, or sale of business assets, subject to applicable privacy obligations.

We do not sell personal information, and we do not use or disclose SMS opt-in information for third-party advertising.

Data security and retention

We use administrative, technical, and organizational safeguards designed to protect customer information. No method of storage or transmission is completely secure. We retain information for as long as reasonably necessary to provide the service, maintain transaction and consent records, resolve disputes, enforce agreements, and meet legal obligations. Private guest pickup links are designed to expire after 180 days; account and business records may be retained longer when necessary.

Your choices

You may decline optional email or SMS communications. Reply STOP to an SMS to opt out of future text messages. You may request access, correction, or deletion of certain personal information, subject to legal and operational retention requirements.

Children’s privacy

Returns Done is not directed to children under 13, and we do not knowingly collect personal information from children under 13.

Changes to this policy

We may update this Privacy Policy as our service or legal obligations change. We will post the updated policy here and revise its effective date.

Contact us

Questions or privacy requests may be sent to support@returnsdone.com.