This policy covers cancellation fees, late, lost or damaged laundry, weight disputes and subscription refunds, and forms part of our Terms of Service. Kwashly is an intermediary: the partner laundry performs the service, while we run the booking and claims process and administer refunds.
1. Cancelling a laundry booking
Cancel in the app or planner, or by replying to your order confirmation. The fee depends on when you cancel relative to your pickup window, shown in the local time of the pickup city.
| When you cancel | What you pay | Refund |
|---|---|---|
| More than 2 hours before the pickup window | Nothing | Full refund of anything authorized or charged |
| Within 2 hours of the pickup window, before collection | 50% of the estimated order value | Remaining 50% refunded |
| After collection, before washing starts | 50% of the estimate, plus any return trip cost shown at checkout | Balance refunded; items returned unwashed |
| After washing has started | Full confirmed order value | No refund, except for a service failure (section 3) |
| Cancelled by the partner or by Kwashly | Nothing | Full refund plus EUR 5 wallet credit |
2. No-shows and unreachable travellers
Partners wait 15 minutes at the agreed pickup point. If nobody is there and you cannot be reached on the order’s phone number or chat, the booking is a no-show, charged at 50% of the estimate. If your bag was left with a hotel reception that could not locate it, tell us within 24 hours and we treat it as a failed pickup and refund in full.
The same 15-minute rule applies on delivery. If an order cannot be delivered because you have checked out or are unreachable, the partner holds your items for 72 hours; you can arrange redelivery at the published local rate or collect them. Unclaimed items may be disposed of after 30 days under local law.
3. What counts as a service failure
- Late return. Laundry returned after the tier you booked. For Plus and Teams subscribers on a standard 24-hour slot the Turnaround Guarantee applies: the wash is free and we refund the order value up to EUR 40, with the exclusions in clause 8 of the Terms of Service.
- Lost items. Anything collected but not returned.
- Damaged items. Shrinkage, colour bleeding, tearing, burns, or missing buttons and trim caused during processing.
- Wrong items returned. Someone else’s laundry in your bag, or items returned soiled, damp or unwashed.
- Incorrect service. Dry cleaning charged but not performed, or a paid specialist instruction ignored.
Where a service failure is confirmed, the remedy is a full refund of the affected part of the order, plus any compensation under section 4.
4. Lost and damaged item claims
Report lost or damaged items within 48 hours of the delivery timestamp on your order; later claims may be declined because the chain of custody can no longer be verified. Open a claim from the order in the app, or email [email protected] with the order reference.
4.1 Evidence we need
- photographs of the damage and of the care label;
- the item’s description, approximate age and purchase price;
- a receipt or bank statement line if you have one;
- for lost items, what you handed over and what came back.
4.2 Compensation
Compensation is based on the item’s depreciated value, not its retail price, as is standard in the laundry trade. The partner’s liability is capped at EUR 250 per order, the cover level required by our Partner Terms. Where a confirmed claim exceeds that cap and you hold an active Plus or Teams subscription, Kwashly may add a goodwill top-up of up to EUR 150, no more than twice in any 12 months. Items you were asked not to send — cash, jewellery, documents, electronics or garments with no care label — are excluded, as is wear consistent with the item’s age.
5. Weight disputes
Partners weigh loads on a calibrated scale and photograph the display at intake; that photo is attached to your order. We apply a tolerance of plus or minus 0.5 kg: within that, the partner’s figure stands. If your own measurement differs by more, tell us within 48 hours and we request a re-weigh photograph and the scale’s calibration record. If the partner cannot produce both, we bill your original estimate and refund the difference. Where the confirmed weight exceeded your estimate by more than 20% and you were not asked to approve the new total, you pay your estimate only.
6. How refunds are paid
- Original payment method. Processed by Stripe on the day we approve the refund and visible on your statement within 5–10 business days. Currency conversion uses your issuer’s rate on the refund date, so the credited amount may differ slightly from the charge.
- Kwashly wallet credit. Added instantly, usable in any city we serve, plus 5% on top as thanks. Credit follows the wallet rules in clause 9 of the Terms of Service: no cash withdrawal, non-transferable, 24-month expiry.
A part-credit order is refunded as credit for the credit portion and to the card for the rest.
7. Subscription refunds
Kwashly Plus is EUR 4.90 per month or EUR 39 per year; Kwashly Teams is EUR 12 per seat per month. See our pricing page.
- 14-day EU withdrawal. EU consumers can withdraw within 14 days of purchase or renewal. With no paid benefit used, the refund is full; otherwise we refund what you paid less a proportionate deduction for days elapsed.
- Monthly plans after 14 days. Cancellation stops the next renewal. Part-used months are not refunded and benefits continue to the end of the period.
- Annual plans mid-term. Outside the withdrawal period we refund unused whole months pro-rata to the original payment method, less the value of any Plus-only benefit already claimed, such as a Turnaround Guarantee payout.
- Teams seats. Seats removed mid-month are credited pro-rata against the next invoice rather than refunded.
8. Chargebacks
Please contact us before asking your bank to reverse a payment. A chargeback freezes the order and the claim while the card network investigates. We respond with the order record, the weight photograph and the delivery confirmation. An account that raises a chargeback while a claim is being handled may be suspended until the case closes.
9. How to file a claim
- Open the order in the app and choose “Report a problem”, or email [email protected] with your order reference.
- We acknowledge within one business day and request any missing evidence.
- We put the claim to the partner, who has three business days to respond with their records.
- We aim to resolve every claim within 10 business days of receiving complete evidence, and explain the outcome in writing.
If you disagree, reply to the decision email and a second reviewer who was not involved will re-examine the file. If we still cannot agree, consumers may refer the dispute free of charge to CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo, the Portuguese consumer arbitration body — or use the EU online dispute resolution platform, without affecting your right to go to court. Other ways to reach us are on our contact page.