Privacy policy
Last updated October 26, 2026
Who we are
Neutral Zone Hockey Wash is a trading name of 1001788375 Ontario Inc. This policy covers the personal information we collect to run the service.
What we collect
Your name, email, phone number, pickup address and access notes, and the details of your order. Card details are entered into our payment processor's secure form and never reach our servers.
How we use it
To schedule pickups and returns, send order updates by email and text, take payment and provide support. The morning after delivery we may email you once to ask how your gear came back.
Who we share it with
Service providers that help us run the service, such as our driver-partners, payment processor, email provider, text message provider (Telnyx) and hosting provider, only as needed to deliver your order.
Photos of your gear
We photograph your bag when we receive it and your gear when we unpack it, as proof of what arrived. These proof photos may be checked by an AI service provider to count the items and spot visible damage; only the photo is sent, never your name, address or order details. You can see the photos of your own gear on your tracking page. Every time our driver-partner brings your clean bag back, they photograph it on delivery, handed to you or set down at the spot you chose. We put that photo in the delivery email we send to the email on your order, and you see it on your tracking page too.
Texts
We send pickup and delivery texts to the mobile on your order through Telnyx, our text message provider. When you reply to one of our texts, an AI service may read your message to sort it (for example, a question about when your bag is back) so we can answer quickly; it receives only your message, with numbers and email addresses taken out, and your order's status and return day, never your name, address, email, phone number or order number. Our team reads anything the automatic reply can't answer. Reply STOP to any text to stop them.
Site analytics
We use PostHog (a service based in the USA) to understand how visitors use this site: pages viewed, clicks, how far people get through booking, site errors, and session recordings with everything you type hidden. Visitors stay anonymous: we never send PostHog your name, email, phone number or address, and we strip order links and codes from what it receives. PostHog does receive your device's internet (IP) address, as every website does, and uses it to estimate your approximate location (city level). If you came to us through one of our ads or arena banners, a cookie on this site remembers which one for 30 days so we know it worked. Our booking pages also set a cookie holding a random number, nothing else, so we can limit repeated booking attempts from one device; it is never linked to you or your order and expires after 30 days. We do not sell any data.
Where it is stored
Your information is stored with our database provider on servers in the United States.
How long we keep it
We keep order and payment records for six years, the time Canadian tax law asks businesses to keep their records. The photos of your gear are kept with the order.
Your choices
You can ask to see, correct or delete your information, or ask a question about privacy, by emailing [email protected]. We answer within 30 days. We keep what the law requires us to keep, such as tax records.