Terms & Conditions and Refund Policy

1. Agreement and eligibility

These Terms and Conditions form an agreement between you and Tuwasha Laundry when you use our website, client portal, mobile application or place an order. By confirming a booking, you confirm that the information supplied is accurate and that you are at least 18 years old or acting with the authority of the person responsible for payment.

“Tuwasha”, “we”, “us” and “our” refer to Tuwasha Laundry. “Customer”, “you” and “your” refer to the person placing or receiving the order.

2. Bookings, services and prices

• Available services, quantities, prices, delivery fees, discounts and taxes are displayed before you confirm an order.
• All prices are stated in Zambian Kwacha unless clearly indicated otherwise. We will not charge more than the confirmed price without explaining and obtaining agreement to a legitimate adjustment.
• Weight-based or item-based estimates may be corrected after inspection where the quantity, fabric, treatment required or information supplied differs materially from the booking. We will notify you before performing materially more expensive work.
• A booking is accepted when it is confirmed in the platform. We may decline or reschedule a request when an address is outside the service area, an item cannot safely be processed, payment fails, or operational or safety conditions prevent service.

3. Garment information and professional care

You must disclose delicate fabrics, valuable items, stains, colour-fastness concerns, allergies, special-care requirements and items without readable care labels. Empty all pockets and remove cash, jewellery, documents, electronics and other personal property before collection.

We will exercise reasonable professional care and follow available care labels. Some stains, shrinkage, colour loss, wear, weak seams, previous damage and fabric defects may not be preventable. We do not exclude liability where loss or damage results from a failure to provide the service with reasonable care and skill.

4. Pickup, processing location and delivery

• The platform identifies the pickup address, assigned laundry facility where applicable, and delivery address as separate journey points.
• You must provide safe access, a working telephone number and an authorised person at the agreed location and time.
• Pickup and delivery times are estimates. Traffic, weather, safety conditions, payment verification and other events outside reasonable control may cause delay; we will provide updates where reasonably possible.
• Risk in accepted laundry remains subject to applicable law and these service commitments until the order is returned to you or your authorised recipient.

5. Payments

Payment methods shown at checkout may include cards and mobile-money services enabled by our payment provider. Payments may be processed by DPO Pay or another provider disclosed at checkout. The provider may apply its own secure authentication and processing terms.

An order is not treated as paid until the provider confirms a successful transaction. If money is debited for a failed or duplicated transaction, notify us with the payment reference so that we can investigate it with the provider. We do not store your full card or mobile-money PIN.

6. Refund and cancellation policy

Cancellation before collection

You may cancel through the client portal while the order is in a cancellable status. A prepaid order cancelled before collection and before services are performed is eligible for a refund of the unperformed service amount.

Cancellation after dispatch or collection

Once a driver has accepted or started the pickup, or laundry has been collected, automatic cancellation may no longer be available. Contact support immediately. We will assess work already performed and reasonable, previously disclosed costs before confirming any balance due or refund, subject always to applicable consumer law.

Unsuitable, incomplete or incorrectly supplied service

If our service is not supplied with reasonable care and skill or does not materially match the confirmed order, contact us promptly. Depending on the circumstances and your legal rights, we may re-perform the affected service at no additional charge, issue a partial refund, or issue a full refund. Where the law requires a remedy within a specified period, we will comply with that requirement.

Change of mind

A change of mind after a service has been fully and properly performed does not automatically qualify for a refund. This does not affect remedies for an unsuitable, incomplete, incorrectly priced, lost or damaged service.

How refunds are paid

Approved refunds are returned through the original payment method where practicable. DPO transactions may require processing through the DPO merchant portal. We aim to initiate an approved refund promptly and, where required by law, within 14 days. Your bank, card issuer or mobile-money operator may require additional processing time before the funds appear.

We will provide a refund confirmation or credit-note reference where applicable. Provider charges will only be deducted where lawful and clearly disclosed.

7. Lost, damaged or missing items and complaints

Inspect your order as soon as reasonably possible after delivery. Report a missing item, damage, billing issue or service-quality concern through the support area of your account and include the order number, description, photographs where relevant, and proof of the transaction. Prompt reporting helps us preserve tracking and processing evidence, but it does not remove any longer period or remedy available under law.

We will acknowledge the complaint, investigate the chain of custody and service records, and communicate the proposed remedy. If we cannot resolve a qualifying consumer complaint, you may approach the Competition and Consumer Protection Commission after first raising it with us.

8. Accounts, acceptable use and communications

Keep your credentials secure and notify us of suspected unauthorised access. Do not misuse the platform, interfere with operations, submit unlawful material, impersonate another person or use payment details without authority. We may restrict access where reasonably necessary for security, fraud prevention, legal compliance or safety.

You agree to receive essential transactional messages about verification, orders, drivers, laundry agents, payments, refunds and security. Marketing preferences can be managed separately.

9. Privacy, third parties and availability

We process account, address, location, order and payment-related information to provide and secure the service. Drivers, laundry agents, approved laundry locations, payment processors and technical suppliers receive only information reasonably required for their role, subject to applicable data-protection obligations.

We work to keep the platform available but cannot guarantee uninterrupted access. If the platform is unavailable, existing statutory and contractual rights remain unaffected.

10. Changes, governing law and severability

We may update these terms to reflect service, legal or operational changes. The effective date will be shown at the top of this page. Material changes apply prospectively unless law requires otherwise.

These terms are governed by the laws of Zambia. If any provision is invalid or unenforceable, the remaining provisions continue to apply. Nothing in these terms prevents either party from using a regulator, tribunal or court with lawful jurisdiction.