A map of the owner area – what each part is for, and what the app deliberately keeps private even from you.
Every quote request that comes in from the Life Laundry page – what they picked, their details, any photos. This is where you follow up with people.
It opens on New, so you see what still needs you rather than everything you’ve ever received. The other filters are one tap away, and All is still there. Anything New and more than a couple of days old is grouped at the top under Needs a reply.
Deleting someone’s photos. Open the enquiry and tap Delete these photos under the pictures. When you move a job to Done you’ll also be asked whether to delete them, because once a job is finished there’s no longer a reason to hold photos of the inside of someone’s home. Either way the enquiry itself stays – only the pictures go, and they can’t be brought back.
Everything a customer sees or uses: the categories their basket sorts into, the tips and ideas they’re shown, the welcome screen, what you offer and its content, and your data/privacy tools.
Aggregate patterns only – never an individual person. See the "What you can’t see" section below for exactly what that means in practice.
Categories – how the app sorts what people type into their basket. Each panel has its own “How this works” explainer for the fiddly detail; this is just the map. Changing keywords re-sorts what’s already in people’s baskets the next time they open the app, apart from anything they’ve moved themselves.
Nudge & account – controls the “fancy a hand?” prompt and the “keep these safe?” account offer: whether each is on, and how full a basket needs to be before it shows. Only one of the two ever shows at once.
If someone taps Not right now, thanks, the prompt stays away on their phone until their basket grows by the threshold again – so with a threshold of 4, someone who dismisses it at 6 things won’t see it again until they reach 10. It comes back when their situation has actually changed, not just because they reopened the app.
Tips – the advice shown on a customer’s Priorities screen, matched to what they’ve starred.
Ideas – the suggestion bubbles on the Laundry Basket tab, for anyone staring at an empty box.
The Basket – Life Loads, the ready-made lists you author (New Baby, Moving House, and so on) that anyone can load straight into their basket. Customers find Life Loads and Challenges in the Explore tab (the compass). A bereavement Load is always free: it has no Premium switch.
Welcome – the first-time introduction screen new visitors see.
Services, Packages, Memberships – what you offer, and what shows in the enquiry form’s dropdown.
Testimonials – quotes shown around the app, including on the home screen and in the nudge.
Data requests – fulfilling a customer’s legal right to see or delete their own data.
Mailing & consent – who’s signed up for tips and offers, and their consent status.
Customer insights – which categories people are adding to, finishing, or leaving unresolved, over a time window you choose. Category-level only.
What people enquire about – which packages, memberships and services people actually pick when they get in touch. Read it from 23 September 2026 onwards: before then, anyone who didn’t choose was counted as the first package. Now they’re counted as “Not sure yet”.
…see a new quote request → Enquiries
…change what the basket suggests → Manage the app → Ideas
…add or edit a package → Manage the app → Packages
…handle a customer’s data request → Manage the app → Data requests
…see what content is popular → Insights → Customer insights
…turn the account offer up or down → Manage the app → Nudge & account
…add or edit a ready-made list → Manage the app → The Basket
…delete a customer’s photos → Enquiries → open the enquiry → Delete these photos
…see enquiries I’ve already dealt with → Enquiries → All (or Done)
…sort out a problem with something a customer bought → Stripe (see below)
This only matters once paid Challenges and Life Loads are switched on. Payments aren’t in the app: they’re on Stripe, the company that takes them. Sign in at dashboard.stripe.com with the business’s Stripe account. Card details never reach you or the app.
Customers are told: “A problem with a purchase? Just email us or message us on Instagram, and we’ll sort it out.” So it will come to the business email or Instagram. To find their payment, go to Payments in Stripe and search for their email address.
“I paid but it hasn’t unlocked.” Ask them to close the app completely and open it again: it usually catches up within a minute. If it still hasn’t, find the payment in Stripe. If it says Succeeded, the money was taken but the app didn’t hear about it – ask Kerry, who can check and fix it. Don’t ask them to pay again.
“I’d like my money back” or “something’s wrong with it”. Open the payment in Stripe and press Refund (the full amount). The app takes the Challenge, Life Load or Pass away again by itself, and Stripe emails the customer to say so. Customers agree when they buy that they give up the usual 14-day right to cancel, because it unlocks straight away, so you don’t have to refund a change of mind – but you can. If something is genuinely wrong with what they bought, refund it.
“I was charged twice.” The app spots a second payment for the same thing and refunds it by itself, usually within a minute. In Stripe the second payment shows as Refunded. If it doesn’t, refund it yourself as above.
A bank dispute (the customer asked their bank for the money back). Stripe emails the business. Open it in Stripe under Disputes and reply before the date it gives. If the bank sides with the customer, the app takes the item away by itself. While it’s being decided, they keep it.
“I didn’t get a receipt.” Open the payment in Stripe and send the receipt again from there.
The enquiry form limits how many can be sent from one internet connection – five an hour, ten a day. It’s there to stop automated junk filling up your enquiries. The limit is deliberately generous, because lots of real people can share one connection: a household, an office, or a whole mobile network. If a genuine customer ever tells you the form wouldn’t send, that’s worth mentioning – the limit can be raised.
We don’t store anyone’s internet address to do this. It’s scrambled into a code the moment an enquiry arrives, and the code is never turned back into an address or used for anything else. Codes older than 24 hours stop being used, and are deleted the next time anyone sends an enquiry. If a customer asks, the privacy notice says the same.
Not gaps to fix – choices to keep.
What’s in someone’s Laundry Basket, Your Load, Wardrobe and saved lists doesn’t appear anywhere in your everyday screens. It’s their private list of what’s weighing on them, and the whole point of the app only works if it’s genuinely safe to be honest in it.
The one place it does appear is Data requests: searching there shows everything held about that person, so you can answer a request to see or delete their data. Use it only for that – never to look someone up. The privacy notice tells customers exactly this, so it has to stay true.
The category and enquiry reports only ever show a count, never who. If fewer than 10 people are behind a category, it’s folded into “Other (below reporting threshold)” rather than broken out – so you’ll never see a group small enough to guess who’s in it. Item counts are rounded too, not exact. If a report looks emptier than you’d expect, that’s usually this working as intended, not a bug.
On a customer’s Priorities screen, the app can quietly pick a more relevant tip if a category’s been sitting untouched a while, or if it’s picked up recently. That decision, and the reason behind it, is never shown to you. You will never see “this customer has been struggling with X” anywhere in this area – the app can respond to it privately; you can’t see it happen.
Someone overwhelmed enough to need this app is not a sales lead. That’s not just a promise – it’s built into how the reports and the app itself work, so it can’t accidentally slip later, even by accident.