1. Service Description
ZoeWash provides a mobile-application platform connecting clients with specialized cleaning vendors and courier riders to facilitate pickup, washing, dry cleaning, ironing, and delivery services (the "Services"). By using our Site or App, you agree to comply with and be bound by these Terms of Service.
2. Customer Accounts & Registration
To access the App and place orders, you must create a profile. You are responsible for maintaining the confidentiality of your account credentials. You agree that your registration information (including email, address, and phone number) will always be accurate and up to date.
⚠️ IMPORTANT NOTICE: Pockets & Valuables Warning
Customers are strictly required to thoroughly inspect all garments and empty all pockets prior to handing items over to our courier riders.
Liability Waiver: Neither ZoeWash nor our partner cleaning vendors, riders, or employees shall be held liable for any loss, damage, or destruction of cash, coins, jewelry, electronics, credit cards, or other valuables left in the pockets of garments. By scheduling a service, you accept full responsibility for verifying that your clothing is free of personal items.
3. Pickup and Delivery Policies
We make every effort to collect and return your garments within the designated schedules selected via the App. However, pickup and delivery times are estimates and may occasionally be delayed due to traffic conditions, weather, or operational constraints. If we are unable to complete a pickup or delivery during your slot, we will notify you to reschedule.
4. Delivery ETA and Window Rules
Orders have a minimum delivery turnaround time (ETA) based on service type (e.g., standard turnaround is 48 hours; express turnaround is 24 hours). The delivery window starts when the rider picks up your items. Customers cannot change the delivery window or request shorter windows once the rider has picked up the garments. Any changes to standard schedules are subject to approval and surcharge.
5. Damages, Shrinkage, and Colors
While we partner with top-tier vendors who use professional laundry techniques, some garments are subject to natural wear, tear, or structural weakness. ZoeWash cannot assume liability for:
- Garments containing pre-existing defects, weak stitching, or dry-rot.
- Color bleeding, fabric shrinkage, or damage resulting from washing instruction labels that are missing, faded, or incorrect.
- Delicate items washed without explicit instruction flags indicating dry-cleaning only.
In the rare event of damage or loss proven to be caused by vendor or rider negligence, our maximum liability is limited to ten (10) times the individual service cost of the specific item damaged, capped at a maximum of ₦50,000 per order, upon submission of proof of purchase.
6. Payments and Refund Policy
All service orders must be paid for in advance through our payment processor integrations (such as Paystack). Once an order is collected by a rider and sent for cleaning, payments are non-refundable. If you cancel an order before pickup, a refund or credit may be issued to your app balance at our sole discretion, minus any cancellation processing fees.
7. Modifications to Terms
We reserve the right to modify these Terms of Service at any time. Updates will be posted on this page and the "Last Updated" date will reflect the changes. Your continued use of the Services after terms have been revised constitutes your acceptance of the updated terms.
8. Governing Law
These Terms of Service shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to its conflict of law principles.