Service Issues, Cancellation and Refund
We would like our customers in Laundry Lounge UAE to be satisfied and understand that there are situations where a refund is warranted. This policy outlines the situations under which we will consider refunds and how they will be processed. We have crafted this policy from best practices for service companies in general and adapted it to the specific situation of a laundry company in the UAE.
The staff at Laundry Lounge will be weighing your laundry load when you select our “drop off”. This will help us understand the charges of your order and we will convey it to you accordingly.
Do You Pay Before Or After The Wash?
When you are using our services, you will have to pay before we wash your clothes and not after.
What We Do When You Face Service Issues
Dissatisfied With Quality Of Cleaning
If you are not happy with the cleanliness of your washed items, please contact us within 24 hours of receiving your order. We will be happy to re-clean the faulty items free of charge, as long as the fault is our own and the items have not otherwise been damaged or worn since being returned. We may request that you send us photographic evidence or physical examination of the items to establish the fault.
Damaged Items
Even though Laundry Lounge handles all your laundry items with good care, there might be some mishaps (very rarely). On such an unfortunate occasion, when you understand that an item was damaged during our cleaning process , let us know within the first 24 hours of receipt of laundered items. The staff at Laundry Lounge will carefully assess all damage. Once done, we will give you a reasonable settlement after having a discussion with the management and depending upon the extent of such damage,
Note: Please make sure that it is not the general wear and tear but actually significant damage.
Lost Laundry
Once washed clothes are returned to you and you see that they have fallen short in number, please convey your concerns to us within 24 hours of your receipt of the clothes. Our staff will try their best and find it. Let’s say that we cannot find it, we will refund the damages to you after settling at for a fair price (we will be taking the age and condition of your laundry item into consideration).
Changing Your Mind
In case you are looking to cancel a pick-up order that you have placed with us- we guarantee that you will be facing no problems in that. However, we request you to give us a two-hour notice when doing so. We do charge you a minimal fee for all late cancellations which is the minimum order charge.
Cancellation After Laundry Load Picked Up
Please know that after we have picked up your laundry load once you placed an order to drop off your laundry, cancellation will usually not be possible anymore. This is usually because we begin our cleaning processes right after we receive your laundry. In case you contact us right after the pick up, we may be able to accommodate your wishes. Depending on what the condition is, there may be partial charges on cancellation.
Refund Process
Laundry Lounge will only provide Refunds which are valid under our terms and policies. To know details about the validity, please go through the Return and Refund Validity Conditions.
Return and Refund Validity Conditions
Laundry Lounge needs documentation from you to carry out a refund successfully:
This may include photographs, order receipts, along with your description of the issue.
Laundry Lounge will refund you through the same method you used to pay for our services.
A refund will take 7 business days to reflect on your accounts.
We Do Not Use Third Parties to Provide Service
Laundry Lounge does not use third parties to deliver any services upon request of the customer. All laundry services provided by us are provided by our trained and skilled in-house staff under supervision by us in our storefront in Dubai.
What Else Can You Clean? What Other Services Does Laundry Lounge Provide?
We also provide alteration of clothing items which could be dry cleaned and returned to you if you like.
We also take care of these additional items:
- Furniture
- Bags
- Strollers
- Carpets
- Wedding Gowns
Note To Our Valued Customers
Laundry Lounge does not take responsibility for pre-existing damage to your clothes, normal wear to any item, or shrinkage.
We may change this refund policy at any time. Updates will be published on our website and become effective immediately.
We’d be delighted to hear from you. Contact us through our website, telephone, or in person. We prefer to be clear and up-front in our policies. If you have any concerns, please don’t hesitate to contact us. Thanks for your cooperation. We’re dedicated to serving you the best laundry service we can.