2.1 Service Availability

• Services are subject to availability in your location
• Turnaround times vary by service type and will be confirmed during booking
• Express services are available at additional cost
• We reserve the right to refuse service for items that are excessively soiled, contaminated, infested, or pose health and safety risks

2.2 Items We Do Not Accept

We do not process the following items:

• Contaminated or biohazard materials
• Items with excessive pet hair or infestation
• Antique or heirloom textiles (unless pre-approved)
• Items requiring specialized restoration (unless through our specialist service)
• Leather, fur, wedding dresses, or suede (unless specified in your booking as specialty items)

3.1 Placing Orders

You may place orders through:

• Our website (www.washon.ae)
• Our mobile application
• WhatsApp at +971-506856502
• Phone at +971-506856502

3.2 Order Confirmation

Upon placing an order, you will receive a confirmation via email, SMS, or WhatsApp containing:

• Order reference number
• Scheduled pickup date and time
• Estimated delivery date
• Service type and initial pricing estimate

3.3 Cancellation and Modification

• Orders may be cancelled or modified up to 2 hours before the scheduled pickup time without charge
• Cancellations made less than 2 hours before pickup may incur a AED 25 cancellation fee
• Once items have been picked up, cancellation is not possible, but you may refuse delivery before completion

4.1 Initial Pricing

Initial pricing is based on:

• Your item count and descriptions during booking
• Standard service rates published on our website
• Any promotional discounts or package deals active at time of booking

4.2 Post-Pickup Inspection and Price Adjustments

After pickup, our team inspects all items. The final price may differ from the initial estimate due to:

• Additional items not declared during booking
• Fabric type requiring specialized care (silk, wool, delicate materials)
• Stain removal treatment requirements
• Repair work (shoe resoling, zipper replacement, etc.)
• Express or rush service requests
• Weight-based services where actual weight exceeds estimate

By accepting delivery of completed items, you acknowledge acceptance of the final invoiced amount.

5.1 Payment Methods

We accept:

• Credit and debit cards (Visa, Mastercard, American Express)
• Apple Pay, Google Pay, and other digital wallets
• Cash on delivery (subject to availability)
• Payment via our mobile app or website

5.2 Payment Authorization

By completing checkout and placing an order, you expressly authorize WashOn to charge your selected payment method for:

• The total order amount
• Applicable VAT and taxes
• Delivery fees
• Any additional services you approve during the service process

5.3 Card Security and Responsibility

You are responsible for:

• Maintaining the security of your payment credentials and account login details
• Ensuring your payment information is current and valid
• Notifying WashOn immediately if your card is lost, stolen, or compromised
• All charges made to your account until you notify us of unauthorized use

5.4 Saved Payment Methods and Merchant-Initiated Transactions

If you choose to save a payment method to your account:

• Your card details will be securely tokenized and stored by our payment processor (Checkout.com)
• We may use saved payment methods to charge for future orders you place
• You may remove saved payment methods at any time through your account settings
• By saving a payment method, you authorize WashOn to initiate charges for services you order using your account

5.5 Pre-Authorization

For card payments, we may pre-authorize your card for the estimated order amount. The final charge will reflect the actual service total after inspection and completion.

5.6 Billing Descriptor

Card and bank statements will display "WashOn" or "www.washon.ae" as the merchant name. If you do not recognize a charge from WashOn, please contact our support team at support@washon.ae or +971-506856502 before disputing the transaction with your bank.

5.7 Currency

All prices are in UAE Dirhams (AED) unless otherwise agreed in writing.

6.1 When Refunds Are Provided

Full or partial refunds will be issued in the following cases:

• Service was not performed as agreed
• Items were lost or damaged while in WashOn's care due to our negligence
• Significant service quality issues confirmed by our quality team
• Billing errors or duplicate charges

6.2 When Refunds Are NOT Provided

Refunds will not be issued for:

• Customer change of mind after service completion
• Pre-existing damage, stains, or wear and tear
• Damage caused by items left in pockets (pens, keys, tissues, etc.)
• Shrinkage or color bleeding due to fabric manufacturer defects
• Normal wear from cleaning process on delicate or aged fabrics
• Unclaimed items after the holding period (see Section 8.4)

6.3 Re-Cleaning Instead of Refund

For quality-related issues (stains not removed, wrinkles, odor), we will first offer free re-cleaning of the affected items. If re-cleaning does not resolve the issue to your satisfaction, we will then consider a refund or credit.

6.4 Reporting Issues and Deadlines

To be eligible for a refund, credit, or re-cleaning, you must:

• You must report the issue within 48 hours of delivery
• Provide photographic evidence if claiming damage or quality issues
• Return affected items to WashOn for inspection (if requested)
• Allow us a reasonable opportunity to inspect and resolve the issue

6.5 Refund Processing

• Approved refunds will be processed through the original payment method
• Processing time: 7-14 business days depending on your card issuer
• Store credit may be offered as an alternative if you prefer immediate resolution

7.1 Contact Us First - Mandatory Dispute Resolution

Before initiating a chargeback or payment dispute with your bank or card issuer, you must:

• Contact WashOn customer support at support@washon.ae or +971-506856502
• Provide your order reference number and details of the issue
• Allow us a reasonable period (5-7 business days) to investigate and respond
• Work with us in good faith to resolve the matter

Most billing errors, service issues, and misunderstandings can be quickly resolved through direct communication. WashOn is committed to fair and prompt resolution of all legitimate customer complaints.

7.2 Evidence Retention and Use

WashOn retains comprehensive records of all transactions and services, including:

• Order confirmations and timestamps
• Customer account information and login records
• Payment authorization and transaction records
• Pickup and delivery logs with GPS location data
• Driver photographs and service completion records
• Customer communications (WhatsApp messages, SMS, emails, phone call logs)
• Item inspection photographs (before and after service)
• Invoices and receipts
• Delivery confirmation signatures or photographic proof

These records may be used to:

• Verify service delivery and order fulfillment
• Resolve customer complaints and disputes
• Respond to payment disputes, chargebacks, and fraud claims
• Comply with legal obligations and law enforcement requests
• Improve service quality and training

7.3 Right to Challenge Chargebacks

WashOn reserves the right to challenge chargebacks with supporting evidence when:

• Services were delivered as agreed and confirmed by the customer
• The customer has already received a refund, credit, or re-service for the same issue
• The chargeback is filed after we have resolved the complaint
• The chargeback appears to be fraudulent, erroneous, or in bad faith
• The customer did not contact us before filing the dispute

7.4 No Duplicate Recovery

If WashOn has already provided a remedy for your complaint (refund, credit, re-cleaning, replacement service), you agree not to pursue duplicate recovery by filing a chargeback or payment dispute with your card issuer. Filing a chargeback after receiving a resolution may be considered fraudulent and may result in account suspension and legal action.

7.5 Account Restrictions for Chargeback Abuse

Customers who repeatedly file chargebacks for services that were properly delivered may:

• Have their accounts suspended or terminated
• Be restricted to cash-on-delivery payment only
• Be reported to fraud prevention databases
• Be subject to legal action for recovery of costs

8.1 Pickup and Delivery Scheduling

• You must provide accurate address and contact information
• Someone 18 or older must be available to hand over items at pickup
• If no one is available at the scheduled time, we will attempt to contact you and may charge a missed-pickup fee of AED 25
• Delivery requires a recipient 18 or older; if unavailable, items will be returned to our facility and redelivery will incur an additional fee

8.2 Delivery Confirmation

Delivery is confirmed by:

• Signature or name of the recipient
• Photograph of delivered items at your location
• Confirmation via the WashOn app or SMS

Once delivery is confirmed, you are responsible for inspecting items and reporting any issues within 48 hours.

8.3 Item Inspection at Pickup

Our drivers will count and briefly inspect items at pickup. You are encouraged to:

• Point out any pre-existing damage, stains, or special care requirements
• Declare high-value items (see Section 9.2)
• Remove items from pockets

8.4 Unclaimed Items

Items not collected or delivered due to customer unavailability, incomplete address, or non-payment will be held for 30 days. After 30 days, unclaimed items may be donated to charity or disposed of, with no refund issued.

9.1 Standard Liability

WashOn exercises reasonable care in handling your items. Our liability for lost or damaged items is limited to the lesser of:

• The current second-hand market value of the item
• 10 times the service charge for that item
• AED 500 per item

9.2 High-Value Items

If you have items valued above AED 500 (designer clothing, luxury goods, specialty fabrics), you must:

• Declare them at the time of booking
• Request additional insurance coverage (fee applies)
• Provide proof of value (receipt, appraisal)

Failure to declare high-value items limits our liability to the standard amount in Section 9.1.

9.3 Exclusions and Limitations

We are not liable for:

• Damage caused by inherent fabric defects or prior damage
• Shrinkage, color bleeding, or fading due to manufacturer defects or previous improper care
• Items damaged due to incorrect care instructions on the label
• Loss or damage caused by events beyond our control (fire, flood, theft, acts of God)
• Items left in pockets (money, cards, electronics, documents)
• Sentimental value