There is a real person behind every address on this page, spread across Lisbon, Bangkok and Mexico City. Pick the channel that matches what you need and you will reach the right person first time.
Support hours
Live chat in the Kwashly app is staffed Monday to Friday, 09:00–19:00 WEST (Lisbon time), with a reduced weekend shift from 10:00 to 16:00 for anything affecting an order in progress. Chat is the fastest route while your laundry is out for collection or delivery: it opens with your order attached, so you never have to explain which booking you mean. Outside those hours we monitor email for urgent order problems.
Where to write
| What it is about | Where to send it | Response target |
|---|---|---|
| An order, a pickup slot, a partner running late | In-app live chat, or [email protected] | Under 2 hours in chat during support hours; 1 business day by email |
| Billing, invoices, VAT details, subscriptions | [email protected] | 1 business day |
| Lost, damaged, late or wrongly returned laundry | [email protected] | Acknowledged in 1 business day, resolved within 10 business days |
| Joining the partner network, settlement questions | [email protected] | 2 business days |
| Press, interviews, network and coverage data | [email protected] | 2 business days |
| Privacy questions, data access, deletion or objection requests | [email protected], or our DPO Marta Vieira at [email protected] | Acknowledged in 5 days, answered within 30 days |
| Security vulnerability disclosure | [email protected] | Acknowledged within 24 hours, including weekends |
If you report a security issue, please give us enough detail to reproduce it and hold off on public disclosure for 90 days while we fix it. We take no legal action against researchers acting in good faith within their own accounts.
Before you write
These are the questions we answer most often, and each is faster to do yourself:
- Change a pickup slot. Open the order in the planner and tap “Reschedule”. You can move a slot free of charge until two hours before the window opens; the same screen shows what a later change costs under our Refunds and Cancellations Policy.
- Dispute a weight. Every order has the partner’s calibrated scale photograph attached. Compare it with your own figure — the tolerance is plus or minus 0.5 kg — then use “Report a problem” if it is still out.
- Cancel a subscription. Account settings, then Plan, then Cancel. It takes one tap, stops the next renewal and keeps your benefits until the paid period ends. Refund rules, including the 14-day EU withdrawal right, are in our Terms of Service.
- Install or fix the extension. Kwashly runs on Chrome, Edge, Firefox and Safari. If prices are not appearing on a booking page, reload the tab once after installing and check that the site is one of the supported booking domains listed in our Extension Privacy Notice.
If a screen reader or keyboard trips over something here, tell us — our commitments and known issues are on our accessibility page.
Office and postal address
Kwashly Labs, Lda.
- Rua da Prata 12, 2.º andar
- 1100-052 Lisbon, Portugal
- Phone: +351 210 995 340, answered during support hours
- Company registration (NIPC) 517 482 903 · VAT PT517482903
A postal note: the office is a second-floor workspace with no public counter, so please do not send garments, laundry or returns here — anything that arrives will be refused. Items always go to the partner laundry handling your order, whose address is on your order confirmation. Formal legal notices are accepted here, marked for the attention of the Legal team; for anything time-critical, copy [email protected] the same day so it is logged immediately.