Last updated: March 2025
Refund Policy
We take care of your laundry — and if anything goes wrong, we'll take care of that too. Here's how our refund process works.
1. Overview
Easy Laundry is committed to delivering a high-quality service on every order. If something goes wrong, we want to make it right. This Refund Policy outlines the circumstances under which refunds or credits are issued, and the process for requesting them. This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act, 68 of 2008.
2. Eligible Refund Circumstances
You are eligible for a full or partial refund in the following circumstances: (1) Your order was collected but not delivered within the agreed timeframe with no prior notification from Easy Laundry. (2) Items were damaged during the wash or dry-cleaning process due to our error. (3) Items were lost or misplaced while in our care. (4) The service delivered was materially different from what was booked and confirmed. (5) A payment was charged more than once for the same order.
3. Non-Refundable Circumstances
Refunds will not be issued in the following situations: (1) Damage caused by pre-existing wear, structural weakness, or failure to declare delicate or special-care items at time of booking. (2) Colour bleeding, shrinkage, or fading caused by the natural properties of the fabric or pre-existing dye instability. (3) Issues reported more than 24 hours after delivery. (4) Change of mind after the pickup has been completed. (5) Delays caused by circumstances beyond our reasonable control, including load-shedding, severe weather, civil disruption, or access restrictions at the delivery address.
4. Reporting an Issue
All claims for refunds or credits must be submitted within 24 hours of delivery. To lodge a claim, contact our support team via email at support@easylaundry.co.za or WhatsApp at +27 82 123 4567. Your claim must include: your order number, a description of the issue, and — where applicable — photographs of the damaged or affected items. Claims submitted after the 24-hour window cannot be considered.
5. Refund Process
Once your claim is received, we will acknowledge it within 4 business hours and conduct an internal review. For approved refund claims: cash payments are refunded via EFT to a bank account of your choice within 3–5 business days. Card payments (where applicable) are reversed to the original payment method within 5–7 business days, subject to bank processing timelines. Store credits, where offered as an alternative, are applied to your Easy Laundry account immediately upon approval.
6. Partial Refunds and Credits
Where the damage or issue affects only part of an order, Easy Laundry may offer a partial refund proportional to the affected items. At our discretion, we may offer a service credit instead of a cash refund. Service credits are valid for 6 months and cannot be converted to cash.
7. Order Cancellations
You may cancel a scheduled order at no charge up to 2 hours before the confirmed pickup time. Cancellations made within 2 hours of pickup may incur a cancellation fee of up to R50 to cover logistics costs already committed. To cancel, contact us via the app, WhatsApp, or email as soon as possible.
8. Disputes
If you are not satisfied with the outcome of your refund claim, you may escalate your complaint by emailing disputes@easylaundry.co.za. Easy Laundry undertakes to resolve all escalated disputes within 7 business days. Unresolved disputes may be referred to the National Consumer Commission (NCC) in terms of the Consumer Protection Act.
Questions about this policy?
Contact our support team at support@easylaundry.co.za or WhatsApp us at +27 82 123 4567.
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