Refund & Cancellation Policy

26. General Policy

DhobiBhaiyya aims to provide reliable and satisfactory laundry services. Refunds and cancellations shall be considered according to the circumstances below.

27. Cancellation Before Pickup

A Customer may request cancellation before pickup. Where processing and material service costs have not been incurred, the Company may provide a full refund, subject to applicable payment gateway charges, taxes or other non-refundable charges where legally permissible.

28. Cancellation After Pickup

Once garments have been collected, cancellation may be restricted. If processing, transportation or other costs have already been incurred, the Company may deduct reasonable costs from any eligible refund.

29. Cancellation After Processing

Orders generally cannot be cancelled once processing has commenced. A refund will not ordinarily be available merely because the Customer changes their mind after processing has commenced.

30. Eligible Refunds

• The Company is unable to provide the ordered service.
• The Company cancels an order.
• The Customer is charged for a service that was not provided.
• The Customer is charged twice for the same transaction.
• Payment is received but an order cannot be created or fulfilled.
• A refund is otherwise required under applicable law.

31. Service Complaints

If a Customer is dissatisfied with processing, the Customer should contact DhobiBhaiyya promptly after delivery. Depending on circumstances, the Company may offer reprocessing, re-washing, re-ironing, correction of a service issue, partial refund, full refund for the affected service or another reasonable resolution. A refund does not automatically arise merely from dissatisfaction where reasonable care and the agreed service were provided.

32. Duplicate Payment

Where the Customer is charged twice for the same order due to a payment or technical error, the duplicate amount shall be refunded after verification.

33. Refund Request Procedure

Refund requests should contain order number, customer name, registered mobile number, payment transaction reference, description of the issue and supporting photographs/documents where applicable. The Company may investigate before approving or rejecting a refund. Approved refunds will ordinarily be processed through the original payment method. Bank/payment gateway processing times may vary.

34. Refund Exclusions

• The ordered service was correctly performed.
• Incorrect information was provided by the Customer.
• The wrong service was selected.
• The issue results from normal wear and tear.
• The issue results from a pre-existing defect.
• Relevant garment characteristics were not disclosed.
• Personal belongings were left in pockets.
• Customer instructions caused or contributed to the issue.
• The claim is unsupported after reasonable investigation.
• The claim is otherwise outside this policy.

Nothing in this policy excludes rights that cannot legally be excluded.

35. Promotional Credits and Coupons

Promotional credits, coupons and discounts may have expiry dates, minimum order values, non-transferability and other conditions. Refunds relating to promotional credits may be provided as promotional credit where legally permissible.