General Terms

• Thanks for opting Washionic Laundry as your laundry service provider. While dealing with Washionic or by requesting laundry services with Washionic, customer by default agrees to the following Terms & Conditions of Service. If you have any questions, concerns or disagreements about our Terms & Conditions, please contact us prior requesting services to avoid disputes at later stage. Please read all our Terms & Conditions carefully and make sure that you understand them before placing an Order.
• We may revise these T&Cs at any time by amending this page. Please check this page from time to time to take notice of any changes made, we may update our site from time to time and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it. We do not guarantee that our site, or any content on it, will be free from errors or omissions.
• Washionic Laundry maintains the website www.washionic.com
• United Arab of Emirates is our country of domicile" and stipulate that the governing law is the local law.
• "Visa and Master Card and AED will be accepted for payment"
• "We do not and will not trade with or provide any services to OFAC and sanctioned countries"
• "Customer using the website who are Minor /under the age of 18 shall not register as a User of the website and shall not transact on or use the website"
• "Cardholder must retain a copy of transaction records and Merchant policies and rules"
• "User is responsible for maintaining the confidentiality of his account"

• Refund Policy:

  Refunds will be done only through the original mode of payment, i.e., if customer has paid by cash, online or credit card by Card Machine, the refunds will be done as per the same mode originally used to settle the invoice with the Company. Refund will be only done if the customer had not acquired the service, Company will not make any refunds if the customer has acquired or used the service in full or partial. All Refunds are as per Company's discretion.

• Cancellation Policy:

  Customer can cancel their vouchers order within 24 hours; refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed.

• Delivery / Shipping (Services):

  Upon purchase of the coupons or monthly packages, the customer shall contact the Company on any mean of communication mentioned in the website and request for laundry pick up service. Company shall collect the laundry from the customer as and when requested by the customer on its preference and time. For the pay as you go invoices, customers can settle the invoices online for all the acquired services, Local collection on same day or the following day of the purchase of coupon. (1-2 days – as and when requested and agreed with the customer).
• Free pickups and deliveries within Dubai for the minimum mentioned amount of orders and as stipulated in the packages. Any additional pick up / delivery outside the agreed dates / time / minimum order commitment is subject to convenience charge of Aed 20 per service.
• Customer must ensure pockets are empty, and there are no non-laundry items and valuables in with your pockets, cloths and laundry. Though we will make every effort to check your laundry for valuables, however, we don't take responsibility for loss of items left in pockets as it becomes nearly impossible for the management to keep track of such findings by the staff, neither do we take care of the damage caused by such items while processing.
• Some wear & tear and fading is a natural outcome of all laundering. Normal fading, wear and tear, or shrinkage are not considered damage and is not compensated. We shall not accept any responsibility for shrinkage, fastness of colour or damage resulting from the laundry process.
• Removal of Tough Stains is charged at Extra charge of Aed 5 per small spot, Aed 10 per medium and Aed 15 per reasonably large spot
• Kids clothes in with special Kids Wear rates are only for items for children upto the age of 15 years or school uniform of any size / age.
• Free Spray Starch & folding of all items requiring such care is done as complimentary for customers.
• Hot Starch on Traditional Cotton wear (i.e. Shalwar / Kameez) Available at extra rate of Aed 5 per piece.
• Company drivers do not regularly do pickups on Friday (being holiday), however, skeleton staff work for urgent pickups at Company's discretion.
• Packages duration is as per the time stipulated in the prepaid packages + Vat (5%).
• We would love to be able to maintain inventory for every piece of laundry you give us. Unfortunately, it is cost-prohibitive for us to do so. As a result, please supply an Inventory Sheet with your laundry order: we cannot honor claims for lost items unless an Inventory Sheet was submitted, or the collection receipt is given by the representative at the time of receiving your laundry order, we can't be held responsible for any lost laundry. However, be rest assured though; we carefully track your clothes. For instance, we tag all our bundles separately and your clothes are never lost in our facility.
• If any of your laundry items were lost or damaged while under our care and we determine that we were at fault, we will reimburse you up to a maximum of 5 times of the price of the service for that particular item. (This does not include curtains and carpet cleaning services). The maximum sum we will reimburse for loss or damages under any one service order should not exceed the total invoice amount. In the unlikely event of loss or damage to any item, we will compensate customer in line with the guidelines of Department of Economic Development (DED), Consumer Protection Division. We will provide the Services with reasonable care and skills in accordance with best industry practices & good standards.
• Customer agrees that the clothes are suitable to be washed in water, on a normal cycle, and dried using heat in a tumble dryer. We cannot be responsible for any damage to clothing that is not suitable for this standard laundering process. The temperature for cold water is 30 to 45 degree Celsius, therefore, delicate laundry items received for washing will be at your own risk.
• If you do believe you are missing something from your delivery, please notify us within 24 hours of receiving your clean clothes — we are much more likely to find misplaced laundry if it is reported early. Failure to notify us within 24 hours constitutes waiver of a claim for any lost or damaged items from that order.
• Please note that small orders without a monthly package with the value of less than AED 30 will cost you AED 20 as convenience charge. Cancellation of the order or rescheduling the order less than one hour before a collection or failing to be present for collection will incur Aed 10 as inconvenience charge. If the customer wants a special collection and delivery slot, the customer will be charged a convenience fee of Aed 10 or Aed 20 per service collection & delivery each depending on the area / day / time. The collections and deliveries within a stipulated slot when the vehicle is available and serving the area will be free of charge if the customer maintains the minimum order value of Aed 30. To avoid paying the convenience cost, customer may opt to wait for the slot for the subsequent day when the vehicle will be in the area again.
• Please ensure that you check the details of your Order and purchases of coupons before submitting. Simply by submission of an Order does not commit us to deliver. The contract arises when the items are collected. If for any reason we are unable to collect your Order, we will let you know by message, email or phone. You may cancel or reschedule your Order with no additional charge at least 1 hour before the collection time. Once an Item has been collected from you, our service to you has started and that any rights of cancellation or rescheduling you may have under the Consumer Rights or any equivalent law or regulations will be lost. You may make a change to an Order at any time before the collection time (atleast before 1 hour) and notify us for the changes by contacting us.
• We may cancel your order and your pick-up request if you fail to make the items available for collection on the agreed / requested time, events beyond our control or if the items are damaged or does not fall under the list of services we provide. We shall arrange the pick-up and delivery to you on the reasonably possible time. We will try to pick up and deliver the cloths to you as accurate as possible on specified time by using reasonable endeavors but without any guarantee. We shall however communicate with you of any delays which we may anticipate.
• If you have missed the delivery slot as specified, we will contact you to arrange delivery of the cloths on the rescheduled possibly at your convenient time but without any commitment to deliver.
• If the customer does not collect cloths within 30 days of the scheduled delivery or is not available to receive the cloths upon delivery, we may choose to dispose the items or donate them to the charity of our choice. If the customer chooses or agrees to have the laundry delivered at their doorstep or to the third party in their absence, the delivery is considered done the moment the laundry is placed at customers' doorstep or the request executed (without accepting any loss, theft or complaints). The customer does so at its own risk without any liability on us, similarly for pickups, if the laundry is kept at Customer's door step of any other location as specified by the customer and our representative doesn't find the items upon visit, we will simply consider as items un-collected and do not accept any liability on us in case of any such loss or theft.
• We will try our best to check for the care label of each and every item for its handling instructions, however, it is assumed that the customer knows their items well and provides the cleaning instructions specified for the laundry up to their knowledge, e.g. dry clean, laundry, washing or handwash etc. If the instructions are not specifically provided, our experts will clean the laundry in the manner deemed most appropriate.
• If customer provides the cloths with stains or already in damaged condition, we shall do our reasonable endeavors to inform the customer before processing. However, at times we may not be able to inform the customer in advance or take the pictures of the items as proof of its damage before processing, we however, do not take any responsibility of such items or commit to any of these additional services.
• We shall separate clothes into different categories, light colors with light, dark with dark. Although we will take the utmost care, but we however do not take any responsibility of color bleeding or fading.
• Certain types of Curtains are prone to the damage, specially the glazed, netted and blackout ones, due to wear and tear, sunlight and atmospheric conditions the material of the curtains become week and make it prone to damage while handling. We, however, do best endeavors to avoid any damage but do not take any guarantee of damages of the items.
• We reserve the right to change our prices, offers, packages, timings, services at any time without informing the customer. The customer shall however enjoy the package deals prevailing at the time of the purchase made online. Each new order shall be taken on the price in force at the time of placing the order. Package once purchased online must be used within 7 days of purchase atleast the initial first order placement should be within 7 days of purchase.
• We will not be liable for any consequential loss. We are not liable for death, personal injury, fraud, defective products.
• In the event we compensate for a damaged item (s), we reserve the right to retain the damaged item permanently.
• Any valuable items above the price of Aed 500 must be notified to us in advance requesting for special care, if we are not informed of such requirement / requests in advance we shall be treating the item like any general item and shall be compensating it accordingly.
• Customer shall provide the proof of purchase and price of the item, while making any claims to assess the wear and tear to ascertain the current price of the item. Even though Company may only compensate the customer of up to 5% of the item amount invoiced for the item in question, however, to open the claim the supporting invoice is a must requirement.
• We shall not be responsible or take liability for any failure to perform, delays in service, overall performance in the events beyond our control.
• We will use your personal information provided to us only for providing the service, processing your payment, promotions and service information. We will not share your details to any third party other than any service provider representing us to serve you.
• If any item is not cleaned properly and requires re-cleaning, the request should be provided within 24 hours and it shall be considered on discretionary basis.
• Vouchers are subject to expiry dates and value for particular promotions, service days for the purchased vouchers is limited to 30 days. Vouchers cannot be used in conjunction with any other offers, promotions or discounts. Customer may avail any one privilege at a time, a discount, voucher or coupons. Vouchers are non-transferable and may be used by a single person or single family only, if the apartment / house has more than one family / individual, the vouchers will not be entertained for the entire house. Vouchers are non-sellable, non-transferable and does not hold any cash value, customer must use the service against the voucher at reasonable time frame, the vouchers purchased but not used with the specified time shall be deemed as consumed.
• We may place offers, promotions, vouchers and withdraw them at any time without any initial or written notice. Once purchased, the first activity on the voucher must be done at least within 7 days. Referral discounts will be strictly in line with the details specified. Referral vouchers must be used within 30 days of the issuance. The customer will only receive the referral voucher once the referred person completes the transaction.
• We reserve the right to sub-hire or contract the third-party services to ensure the service continuation. We may do so without informing the customer, but this does not affect our service and T&Cs with our customers. Customer in no circumstance shall re-assign or transfer its rights to any third party or other person on behalf of them. Our responsibilities and T&Cs are only applicable to our direct customers making direct dealings with us.
• The website is made for the customers to be able to acquire the services conveniently and the website is made available to its customers free of cost. Customer not willing to provide the details online or register online may use other means of communication to request for our service, however this does not change our T&Cs of service to the customers.
• Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site. We recommend that you print a copy of this for future reference.
• By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
• Customer may use / browse our site, register for placing orders or use of laundry service only, the trespassers and visitors are not allowed to adopt, apply, plagiarize, copy or use any of its contents even partially for their personal interest or for commercial or business use, if any such acts found by the management shall be subject to legal action as per local court regulations.
• The content on our site may change at any time and the service interruption may occur, the access to our site is an additional facility provided to the customers which may be suspended at any time. We will not be held responsible if the site is unavailable at any time, it is customer's responsibility to make arrangements to browse the site by its own arrangements, customer shall obtain user details and password to assess the site and restrict it for self-use to avoid misuse of service or any wrongful action by anyone else. Any wrongful or suspicious activities may be informed promptly to us for necessary action and misuse of the service.
• The security and usage of the site is purely at customer's own responsibility, we indemnify our self of any phishing, bugs and viruses, customer should use the website securely. User & visitors must not misuse the site, attack the site with any viruses, phishing, steal data and information, legal action shall be taken again such users in the event of breach of these requirements.
• You must not damage our reputation through social media, website, word of mouth or any form of communication verbal or written, you should not use information against us. In case of any disputes or disagreements, losses, negligence of service customers are advised to inform the customer care to reach an agreed settlement or amicable solution or reach out to the legal channel through Consumer protection rights of DED. Any de-faming or negative comments against the Company shall be taken very seriously and handled legally.
• If you are a consumer, please note that these terms of use, its subject matter, and its formation, are governed by Dubai law and any disputes would be settled as per the law of Dubai courts.
• We may share your information with our selected third parties who we enter into contract to serve on our behalf. We may share your information with the technical developers, advertisers. We shall store the information in our servers to maintain customer database.
• VAT is applicable on all sales and currently charged at 5% as per the Federal Tax Authority guidelines. The VAT shall be collected on all the sales and all prices are excluding of 5% VAT. Company's VAT registration number is (100217771300003)