Terms & Conditions

Welcome to The WashHouse Laundry & Dryclean ("WashHouse", "we", "us"). We operate a technology platform that connects customers with independent laundry and dry-cleaning partners ("Partners" or "Stores") for doorstep pickup, processing, and delivery across India.

By accessing our website or mobile experience, registering, or placing an Order, you confirm that you have read, understood, and agree to these Terms & Conditions and our related policies. If you do not agree, please do not use the Platform.

• Customer — an individual who books laundry or dry-cleaning services through the Platform.
• Partner / Store — an independent laundry business registered on the Platform to fulfil Orders.
• Platform — the WashHouse website, apps, and related systems operated by us.
• Order — a request for services placed by a Customer with a Partner, including pickup, processing, and delivery details.

You must be at least 18 years old and legally capable of entering a contract under Indian law to use the Platform as a Customer.

Registration typically uses a valid Indian mobile number and one-time password (OTP) verification. You agree to provide accurate information and keep your account details up to date.

You are responsible for activity on your account. Do not share OTPs or login credentials. Notify us promptly if you suspect unauthorised access.

When you place an Order, you select a Partner, services (e.g. wash & fold, dry clean), pickup window, and delivery address. Estimated turnaround times are indicative and may vary based on garment type, volume, and Partner capacity.

You agree to make garments accessible at the scheduled pickup time and to provide accurate special instructions (stains, delicate fabrics, etc.). Partners may refuse or re-quote items that differ materially from what was booked.

Real-time order tracking is provided where available. Delivery is to the address you specify; someone may need to be available to hand over or receive items unless you and the Partner agree otherwise.

Prices shown before checkout are estimates based on the Partner's published rates and your selected services. Final charges may adjust after inspection (e.g. extra items, premium treatments, or express handling) — you will be notified before work proceeds where required.

Applicable GST is calculated and displayed on your Order summary and tax invoice in line with Indian tax laws. GSTIN details, where applicable, appear on invoices issued through the Platform.

Delivery fees, minimum order values, and promotional discounts are shown at checkout. Subscription plans, if offered, have separate billing terms disclosed at sign-up.

Online payments are processed securely through Razorpay, supporting UPI, debit/credit cards, net banking, and supported wallets. By paying online, you also agree to Razorpay's terms where applicable.

Cash on delivery (COD) may be offered for eligible Orders. With COD, you pay the Partner or authorised delivery personnel at delivery. Failed or refused COD payments may affect future COD eligibility.

We do not store full card or UPI credentials on our servers. Payment disputes related to duplicate charges or failed transactions should be raised promptly via the app or contact so we can assist with the payment provider.

You may cancel an Order before pickup, subject to the status shown in the app. After pickup, cancellation may not be possible once processing has started.

Refunds, where applicable, are returned to the original payment method or as store credit, typically within standard banking timelines (often 5–10 business days for UPI/cards). COD Orders refunded after delivery follow the same principles minus any non-refundable fees disclosed at checkout.

Quality issues, damage, or loss claims are handled under our complaint and dispute process. We may request photos and will coordinate with the Partner to resolve fairly.

WashHouse is a marketplace intermediary. We provide discovery, booking, payments, tracking, and support tools. The Partner you choose is the service provider responsible for washing, dry cleaning, pressing, and handling your garments.

Partners set their own service menus and operational standards within Platform guidelines. We verify Partners before listing them but do not guarantee outcomes of every individual Order.

To the extent permitted by law, claims arising from service quality, delays, or garment care are primarily between you and the Partner; we will facilitate resolution and may apply Platform policies, refunds, or account actions where appropriate.

You agree not to:

• Use the Platform for unlawful, fraudulent, or abusive purposes.
• Submit false Orders, fake reviews, or misleading information.
• Harass Partners, riders, or WashHouse staff.
• Attempt to bypass payments, fees, or security measures.
• Scrape, reverse engineer, or overload our systems without permission.
• Include hazardous or prohibited items in laundry (e.g. items that violate law or Partner policy).

We may suspend or terminate accounts that breach these rules or harm other users or Partners.

You may rate and review Partners after completed Orders. Reviews must be honest, relevant, and free of hate speech, personal attacks, or confidential information.

By submitting content (reviews, photos, feedback), you grant WashHouse a non-exclusive licence to display and use it on the Platform for service improvement and marketing, unless you opt out where we offer that choice.

We may moderate or remove content that violates these terms or applicable law.

The Platform is provided "as is" to the fullest extent permitted by Indian law. We strive for reliable uptime and accurate information but do not warrant uninterrupted access or error-free operation.

To the maximum extent allowed by law, WashHouse and its affiliates are not liable for indirect, incidental, or consequential damages, or for losses beyond the amount you paid for the relevant Order in the preceding three months, except where liability cannot be excluded (including under consumer protection laws).

Nothing in these terms limits your statutory rights as a consumer in India.

These terms are governed by the laws of India. Courts at a competent jurisdiction in India (as specified in our corporate registration, typically the city of our registered office) shall have exclusive jurisdiction, subject to mandatory consumer forum rights.

We encourage you to contact us first to resolve concerns informally. Where required, disputes may be referred to mediation or arbitration under rules we publish, without prejudice to your right to approach consumer commissions.

We may update these terms to reflect new features, legal requirements, or business practices. Material changes will be communicated via the Platform or registered contact details. Continued use after the effective date constitutes acceptance unless law requires explicit consent.

The "Last updated" date at the top of this page shows the current version.

For legal notices, privacy questions, or formal complaints about these terms, reach us through our contact page.

Please include your registered phone number, Order ID (if any), and a clear description so we can respond within a reasonable time.