Cancellation & Refund Policy

Transparency and fairness are our core values.

1. Cancellation Policy

We understand that plans can change. You may cancel your order via the "My Orders" section in the app or website.

  • Free Cancellation: You can cancel your order for free up to 2 hours before the scheduled pickup time.
  • Late Cancellation: If you cancel within 2 hours of the pickup time or if our driver has already arrived, a convenience fee of ₹50 may be deducted from your refund or added to your next bill.
  • After Pickup: Once items have been picked up and tagged, the order cannot be fully cancelled. You will be charged for any processing already completed.

2. Refund Policy

Refunds are applicable under the following circumstances:

  • Order Cancellation: If you cancel a prepaid order within the free cancellation window, 100% of the amount will be refunded.
  • Service Failure: If we fail to pick up your order due to our internal logistics issues, a full refund will be initiated.
  • Overpayment: If the final bill amount is less than the prepaid estimate (e.g., fewer clothes given), the difference will be refunded to your source account.

3. Refund Processing Timeline

All refunds are processed through our payment partner, Razorpay.

  • Refunds are typically initiated within 24-48 hours of the request approval.
  • The amount will reflect in your original payment source (Bank Account, Credit Card, UPI) within 5-7 business days, depending on your bank's processing time.
  • You will receive an email and SMS notification from Razorpay once the refund is initiated.

4. Returns & Re-cleaning

We strive for perfection, but if you are unsatisfied with the cleaning quality:

  • You must report the issue within 24 hours of delivery.
  • If valid, we will pick up the garment and re-clean it free of charge.
  • Refunds are generally not provided for cleaning dissatisfaction unless re-cleaning fails to resolve the issue.

5. Damaged or Lost Items

While we handle garments with utmost care, accidents can happen.

  • Liability Cap: In the rare event of damage or loss, our liability is limited to 5 times the cleaning cost of that specific item, regardless of the brand or original value.
  • Exclusions: We are not responsible for damage due to "dry clean only" items labeled incorrectly by manufacturers, color bleeding from non-fast dyes, or buttons/zippers that melt under standard pressing heat.

6. Request Support

To request a cancellation or refund, please visit your Order History page or contact us directly:

help@laundrysterilization.com

+91 98765 43210