Service policy, terms & conditions

1. General Service Agreement

• Service Availability: We currently operate in Baridhara DOHS and Bashundhara and may expand services in the future.

• Customer Responsibilities: Customers must provide accurate contact details, ensure availability for pickups/deliveries, and notify us of any special care instructions for garments.

2. Pickup & Delivery Policy

• Free Pickup & Delivery: We offer complimentary pickup and delivery within our service areas.

• Scheduling: Customers must schedule pickup and delivery through our website, WhatsApp, or phone.

• Timeframes:

  • Standard service: 24-48 hours turnaround

  • Express service: Same-day or 12-hour service (extra charge applies)

• Customer Absence: If the customer is unavailable at the scheduled pickup/delivery time, we will attempt a second visit. Additional attempts may incur a rescheduling fee.

3. Laundry Care & Liability

We take utmost care in handling your clothes, but we are not liable for:

• Fabric shrinkage, discoloration, or damage due to manufacturer defects or pre-existing wear & tear.

• Items left in pockets (e.g., pens, money, accessories, keys). Customers must empty pockets before handing over garments.

• Color bleeding or fading of clothes that are not marked as “colorfast.”

• Delicate fabrics & special care items (silk, wool, leather, etc.) unless explicitly instructed by the customer.

If damage occurs due to our negligence, compensation will be limited to 5 times the service cost of the item or BDT 1,000 (whichever is lower).

4. Pricing & Payment Policy

• Pricing: All service charges are displayed on our website and may be updated based on market conditions.

• Payment Methods: We accept:

  • Cash on delivery

  • Mobile banking (bKash)

• Advance Payment: For large orders or corporate accounts, an advance payment may be required.

5. Lost & Missing Items Policy

• Tracking System: We use a strict tagging and tracking process to ensure all items are returned correctly.

• Claims Process: If an item is missing, customers must report it within 24 hours of delivery.

• Maximum Compensation: Compensation for lost items will not exceed 5 times the service charge for that item.

6. Cancellation, Rescheduling & Refund Policy

• Cancellations: Customers must cancel bookings at least 3 hours before the scheduled pickup to avoid cancellation fees.

• Rescheduling: Can be done for free if informed at least 3 hours in advance.

• Refunds:

  • If a service is not completed, customers may be eligible for a refund.

  • Refunds for unsatisfactory service will be offered only if a re-wash or re-ironing is not possible.

7. Express & Premium Services (Optional Add-ons)

• Same-day Service: Clothes can be processed within 12 hours for an additional charge.

• Subscription Plans: Customers can sign up for a monthly or weekly laundry plan for discounted rates.

• Corporate Accounts: We offer bulk laundry services for businesses, offices, and hotels.

8. Customer Satisfaction Guarantee

We are committed to customer satisfaction. If you are unhappy with the service:

• We offer a free re-wash or re-ironing within 24 hours of delivery.

• Claims must be submitted via WhatsApp, phone, or email.

9. Privacy Policy

• Personal Data: We collect customer names, addresses, phone numbers, and payment details only for service purposes.

• Data Protection: We do not share customer data with third parties.

• Marketing & Communication: Customers may receive promotional messages.