REFUND & CANCELLATION POLICY
Effective Date: 01-01-2026
Last Updated: 09-09-2026
This Refund & Cancellation Policy applies to all laundry, dry-cleaning, ironing, alteration, pickup and delivery services booked or purchased through [Company Legal Name] (“we”, “us”, “our”) through our website, mobile application, or other authorized online platforms.
By placing an order through our website and making payment, you acknowledge and agree to the terms of this policy.
1. Order Cancellation
Customers may request cancellation of an order by contacting us through the contact details provided on our website.
Cancellation before pickup
If an order is cancelled before our driver has collected the laundry, the customer may be eligible for a full refund of the amount paid, provided that the service has not already commenced.
Cancellation after pickup
Once the laundry has been collected and processing, washing, dry-cleaning, ironing, alteration, or any other requested service has commenced, the order may not be eligible for a full refund.
Where cancellation is accepted after pickup or commencement of the service, any refund will be assessed based on the portion of the service already completed and any reasonable costs incurred by us.
2. Refunds for Service Issues
We aim to provide our customers with high-quality laundry and dry-cleaning services. If a customer believes that a service has not been provided as ordered, the customer should contact us as soon as reasonably possible after receiving the completed order.
Examples may include:
* An item was not cleaned or processed as requested.
* A paid service was not provided.
* An incorrect service was performed.
* An item was missing from the returned order.
* A significant service issue occurred that is attributable to us.
We may request photographs, order details, receipts, or other reasonable information to investigate the complaint.
Following our review, we may, at our discretion and where appropriate:
* Re-process the affected item at no additional charge;
* Provide a partial refund;
* Provide a full refund for the affected service; or
* Offer another reasonable resolution.
3. Damaged or Lost Items
If an item is damaged or lost while in our custody, the customer should notify us promptly after receiving the order.
We will investigate the matter and, where we determine that the loss or damage is attributable to our service, provide an appropriate resolution in accordance with our internal procedures and applicable UAE laws and regulations.
Certain items may be excluded or subject to limitations where the damage results from:
* Pre-existing damage or weakness;
* Normal wear and tear;
* Incorrect care labels or manufacturer instructions;
* Defects in the fabric or material;
* Items not suitable for the selected cleaning method;
* Colour bleeding, shrinkage or other inherent characteristics of the material;
* Failure to disclose relevant information about the item; or
* Circumstances outside our reasonable control.
4. Refund Eligibility
Refunds will generally be considered in the following circumstances:
1. The customer was charged but the order could not be fulfilled by us.
2. The same transaction was charged more than once due to a payment or system error.
3. A service was paid for but was not provided.
4. A service issue is confirmed following our investigation.
5. An order was cancelled before service commencement and qualifies for cancellation under this policy.
6. A refund is otherwise required under applicable UAE law or regulations.
Refunds are not automatically available simply because a customer changes their mind after the service has commenced.
5. Refund Processing Method
Where a refund is approved for an online card payment, the refund will normally be processed back to the same card or payment method originally used for the transaction, where technically and legally possible.
We do not normally provide cash refunds for transactions originally paid electronically.
The refund amount will be communicated to the customer before the refund is processed, where applicable.
6. Refund Processing Time
Once a refund has been approved, we will initiate the refund within [X] business days.
After the refund has been initiated by us, the time required for the amount to appear in the customer’s account may depend on the customer’s bank, card issuer, payment network or payment service provider.
Accordingly, the date on which the customer receives the refunded amount may differ from the date on which we process the refund.
We will provide reasonable assistance and relevant transaction details where a customer requires assistance in tracking an approved refund.
7. Duplicate or Incorrect Payments
If a customer believes that they have been charged more than once for the same order, they should contact us immediately with the relevant order and transaction details.
After verification, any confirmed duplicate charge will be refunded to the original payment method.
8. Failed or Cancelled Orders
If payment has been successfully deducted but the order is not successfully created or the service cannot be fulfilled by us, the customer should contact us.
After verification of the transaction, we will arrange an appropriate refund where applicable.
9. Promotional Offers, Discounts and Vouchers
Promotional offers, discount codes, vouchers and other special offers may be subject to additional terms and conditions.
Unless otherwise stated, promotional discounts and voucher values are not refundable or exchangeable for cash.
Where a refund is approved for an order that was placed using a promotional offer, the refund will generally be calculated based on the actual amount paid by the customer, subject to the applicable promotional terms.
10. Customer Complaints
Customers who wish to request a refund or raise a complaint should contact us using the details below:
LaundryVan
Email: laundryVan.ae@gmail.com
Phone: +971 4 430 9210
Website: https://laundryvan.ae/
Business Address: BC-892287 26th Floor, Amber Gem Tower, Ajman
When contacting us, customers should provide, where available:
* Order number;
* Customer name;
* Registered phone number or email address;
* Date of transaction;
* Amount paid;
* Reason for the refund request; and
* Supporting photographs or documents, where applicable.
We will review the request and communicate the outcome to the customer.
11. Unauthorized Transactions
If a customer believes that a payment was made without their authorization, they should notify us immediately and also contact their card-issuing bank or payment service provider.
We will cooperate with the relevant payment service provider, bank or card network in investigating any suspected unauthorized transaction.
12. Chargebacks
Customers are encouraged to contact us first so that we can investigate and resolve legitimate payment or service-related issues as quickly as possible.
Nothing in this policy is intended to restrict or prevent a customer’s rights under applicable UAE law, card-network rules or applicable payment regulations.
Where a chargeback or payment dispute is initiated, we may provide the relevant order information, payment records, delivery/pickup records and other supporting documentation to the relevant payment service provider, acquiring bank or card network.
13. Amendments to this Policy
We reserve the right to amend this Refund & Cancellation Policy from time to time.
Any updated version will be published on our website with the revised effective date.
The policy applicable to an order will generally be the version in effect at the time the order was placed, subject to applicable law and regulatory requirements.
14. Governing Law
This Refund & Cancellation Policy shall be governed by and interpreted in accordance with the applicable laws and regulations of the United Arab Emirates and the Emirate of Dubai.
If any provision of this policy is found to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.
15. Contact Us
For questions regarding cancellations, refunds or payment-related issues, please contact:
LaundryVan
Dubai, United Arab Emirates
Email: laundryVan.ae@gmail.com
Phone: +971 4 430 9210
Website: https://laundryvan.ae/
We are committed to handling refund requests fairly, transparently and within a reasonable timeframe.
