Refunds and returns policy

Refunds

Damaged Clothing:

The machines spin clothes, please be mindful of any loose parts of your garments, i.e. zips and string chords - These can get caught and damaged. We won't be held responsible for any such damage.

If clothes are damaged while in a laundry bag/net, the complaint will be disregarded as these are not to be used in our machines.

In the event that any of your garments have been damaged while in our machines, we require the process below to be followed:

Stained Clothing:

Stained clothing is the result of something being put into the machine by a user and is not our responsibility as we cannot control who puts what inside the machines. We look after the mechanical workings of the machines and the payment systems, cleanliness of the room is the responsibility of the on-site housekeeping team.

Although machines should be getting cleaned regularly by your onsite housekeeping team, we highly recommend cleaning the rims, drums, and lips of washing machines before use as you do not know what the person before you have put in there.

Once we have checked the machine and the information provided, we will produce our conclusions to our findings.

If the machine is at fault, we will reimburse part or all the cost to the garments in question. This can be in the form of free laundry or a cash refund. We would require either a receipt for each garment or a link to the website where it is sold.

​No refund will be given when the following prohibited items are used or involved:

Any type of footwear, bleach or dye, mopheads, pillows or duvets, laundry bags or nets.

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Machine Not Starting After Payment:

If you pay for a machine and it doesn't give you the option to start or fails to start, please call, or message us as if it's in office opening hours and you are on our app system, we can check the machine & start it remotely, saving you having to pay again. This also gives us the chance to check the payment to see if it has failed.

Out of hours, pay again and we can refund the failed start if necessary. We will also check the monitoring system to check if the machine ran a cycle or not as well. 

Failed payments must be reported to us within 24 hours of the transaction taking place for us to process a refund to your washnet wallet.

Clothes Not Washed / Clothes Not Dried:
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If you are not satisfied with the quality of the wash or dry, please get in touch within 24 hours of the transaction taking place.

We will check the load size, making sure the machine was filled between the load level lines, the cycle used, as using the incorrect one will result in a machine not working to the correct capacity and we can also check the performance data on our monitoring system.

Proof of Purchase:

To complete your refund, we require the email receipt, purchase order or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.

Membership Wallets or Schemes Returns:

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund.

Wallet Manual Top-Ups : These are non-refundable unless purchased due to a system malfunction

Wallet Bundles: These are usually non-refunable and are only refundable when the user has either terminated their redential tenancy or had their tenancy terminated, in both cases the user will be responsable for paying the transaction and gateway fees for the refund, these fees can change depending on the payment type used and will be calculated at the time of the refund being made 

Other than unused Laundry Cards, (Membership Cards), we cannot offer refunds or returns under any circumstances.

Returning Items:

In order to return an order, you must contact us first at [email protected].
 

Contacting Us:

If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to [email protected]

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