These Partner Terms govern the relationship between Kwashly Labs, Lda. (“Kwashly”, “we”) and any laundry, hotel or dry cleaner listed in the Kwashly network (the “Partner”, “you”). By accepting your first Kwashly order you agree to them. Travellers are covered separately by our Terms of Service and Refunds and Cancellations Policy.
1. Who can join the network
The network is open to licensed commercial laundries, attended wash-and-fold laundromats, dry cleaners, and hotels or hostels offering laundry to non-guests. You must be a registered business, hold every licence local law requires, and be able to receive bank transfers. We do not list informal operators, unidentified subcontractors, or businesses that operate only through another aggregator.
2. Onboarding and vetting
Before listing we verify the following, and you must keep it current:
- Legal identity. Company registration or trade licence, tax number, and the person authorized to sign.
- Insurance. Public liability plus goods-in-care cover of at least EUR 250 per customer order, or the local equivalent, with a current certificate on file.
- Hygiene and process standard. Clean and soiled loads handled separately, wash temperatures matched to fabric class, calibrated scales with records, and no mixing of customers’ items.
- Capacity declaration. The daily kilogram capacity you can commit by turnaround tier; we allocate bookings against it, so keep it realistic.
- Turnaround commitment. Which tiers you offer — 24-hour standard, 48-hour economy, 8-hour express — and on which days.
- Site check. A visit by a Kwashly city lead or an agreed video walkthrough of the premises.
Listing is at our discretion, and we may re-verify at any time.
3. Commission and settlement
Kwashly charges a commission of 12% of order value on every order booked through the platform, calculated on the confirmed total excluding local taxes and any redelivery cost passed to the traveller. It is deducted at settlement, so neither side invoices the other.
Settlement runs weekly on Wednesdays, covering orders completed up to the preceding Sunday, by SEPA transfer in euros or local bank transfer outside the SEPA area. The minimum payout is EUR 25; smaller balances roll into the next run. Each statement lists every order with its confirmed weight, gross value, commission, deductions and net amount. Refunds, approved damage claims and Turnaround Guarantee payouts caused by your performance are deducted from the next settlement, and you report your own tax on gross order value.
4. Pricing rules
You set your own per-kilogram price and surcharges for dry cleaning, pressing, delicates and express service. In exchange, three rules apply:
- Price parity. The Kwashly price must match what a walk-in customer pays in store the same day. Kwashly customers may not be charged a booking, platform, card or tourist fee.
- No circumvention. Once a traveller reaches you through Kwashly you may not divert the order off-platform, discount for cash to avoid commission, or solicit direct bookings from them during their trip.
- Transparency. Weight is charged as measured on a calibrated scale and photographed at intake, with the 0.5 kg tolerance in our Refunds and Cancellations Policy. Rounding loads up, undisclosed minimum charges and unannounced surcharges are grounds for immediate suspension.
Price changes take 24 hours’ notice in the dashboard; confirmed orders are honoured at the confirmed price.
5. Service standards
Every partner is measured against these standards on a rolling 30-day window.
| Standard | Target | Breach threshold |
|---|---|---|
| Order acceptance SLA | Accept or decline within 30 minutes | Over 10% unanswered |
| Pickup punctuality | Arrive within 15 minutes of the agreed window | Over 8% outside the window |
| Standard turnaround | Returned within 24 hours of collection | Over 5% late; payouts charged back |
| Economy turnaround | Returned within 48 hours | Over 5% late |
| Express turnaround | Returned within 8 hours | Over 3% late |
| Intake evidence | Scale photograph on every order | Any order priced without one |
| Complaint rate | Under 2% of orders | 3% review, 5% suspension |
| Damage and loss claims | Under 0.5% of orders | 1% review |
| Traveller rating | 4.3 or above out of 5 | Below 4.0 review |
| Claim response | Records within 3 business days | Two unanswered claims a quarter |
6. Quality score and delisting
Each partner carries a quality score built from those metrics, weighted towards punctuality and complaint rate. It influences your position on the map and in search alongside distance, price and turnaround tier; commission never affects ranking. Crossing a threshold starts a three-step process: a written review notice with 14 days to correct, then a capacity reduction or pause on new bookings, then delisting. We may delist immediately for hygiene risk, price manipulation, off-platform diversion, insurance lapse, mistreatment of a traveller or unlawful employment practice.
7. Traveller data: you act as our processor
You receive only what the service requires: the traveller’s first name, a masked phone number or chat handle, the pickup and delivery address and window, and garment instructions. As our processor you agree to:
- Purpose limitation. Use the data only to perform the order and answer a claim about it.
- No marketing. Never add a traveller to a mailing or loyalty programme, or contact them except about that order.
- No onward transfer. Share only with staff and approved subcontractors under equivalent written obligations; tell us before using a collection or delivery subcontractor.
- Security. Individual dashboard logins, no shared credentials, and no order lists on unsecured devices or public messaging groups.
- Deletion. Delete traveller personal data no later than 90 days after the order, keeping only the anonymized record needed for accounting.
- Incidents. Notify [email protected] within 24 hours of any loss, unauthorized access or disclosure, and assist with regulator or traveller requests.
Our own handling is in our Privacy Policy; these obligations survive termination.
8. Insurance and liability allocation
You are responsible for the traveller’s items from possession until hand-back, and for performing the service with reasonable skill and care. Your liability to a traveller for lost or damaged items is capped at EUR 250 per order, matching the cover you must hold; Kwashly may add a goodwill payment above that cap for subscribers at our own cost, without assuming the liability. Our liability to you is limited to amounts collected on your behalf and not yet settled, plus commission received from you in the prior three months. Neither side is liable for indirect loss, and nothing limits liability for negligent death or personal injury or for fraud.
9. Brand usage
While listed you may state that you are a Kwashly partner and display the badge we supply, unmodified, in your window and on your website. You may not alter the logo, use the Kwashly name in your business name, domain, app listing or paid search keywords, imply we perform or endorse services beyond those booked through us, or issue press statements without approval from [email protected]. You grant us a licence to use your name, logo, photographs and published prices to list you and in coverage marketing. Both licences end with the listing.
10. Term, suspension and termination
This agreement runs from your first accepted order until either side ends it. You may withdraw with 14 days’ notice; we may end the listing with 30 days’ notice, or immediately for the reasons in section 6 or a material breach not fixed within 14 days. On termination you complete every order already collected, we settle the final balance on the next Wednesday run subject to the EUR 25 minimum, and you remove Kwashly branding within 14 days and delete traveller data on the section 7 schedule.
11. Force majeure
Neither side is in breach because of events outside its reasonable control — natural disaster, fire, flood, civil unrest, strike action beyond your own workforce, or a public authority closing your premises. Tell us promptly and we pause your listing and reallocate affected orders rather than counting them against your quality score. Force majeure does not excuse payment of amounts already due.
12. General, governing law and disputes
You are an independent business, not an employee, agent or joint venture of Kwashly, and nothing here creates exclusivity. You may not assign this agreement without our written consent. We may update these terms with 30 days’ notice, and continuing to accept orders means acceptance. Portuguese law governs and the courts of Lisbon have exclusive jurisdiction. Before litigation both sides escalate in writing to a senior contact and attempt resolution within 30 days. Partner questions: [email protected] or +351 210 995 340; other routes on our contact page.