Refund Policy

We want you to be satisfied with your laundry. Laundry is not something you can return, so most of this policy is about machines that fail and work that is not right — and we would rather fix a problem than argue about it.

1. A machine took payment and did not start

Refunded in full, every time. It is our fault, not yours.

Tell staff at the counter or contact us with the machine number and roughly when it happened. We can see the payment and the machine in our system, so you do not need a receipt.

You can have the money back to your Pro-Wash wallet, which is immediate, or to the mobile money account or card you paid from. Refunds to mobile money and cards take 5 to 10 working days, which is how long the payment networks take; we release it straight away at our end.

2. A machine stopped part-way through

If a cycle is interrupted by a power failure or a fault, we will restart it at no charge or refund it, whichever you prefer.

3. Completed services

Once a service is complete and the laundry has been collected or delivered, we do not issue refunds as a matter of course. Instead we put the work right — see below.

4. If you are not satisfied

Contact us within 48 hours of receiving your laundry. We will look into it and, where appropriate:

• Re-process the affected items at no charge, or
• Refund what you paid for those items, or
• Give you a service credit for future use

For self-service you choose the cycle, the temperature and the detergent, so we cannot refund a result you were unhappy with. If you are unsure which cycle to use, ask our staff before you start — they would much rather help beforehand.

5. Lost or damaged items

If an item is lost or damaged through our negligence, we will refund the cleaning cost and compensate you up to ten times the cleaning price for that item, or its replacement value, whichever is lower.

We are not responsible for damage caused by weak or inferior materials, or by pre-existing defects.

6. Collection and delivery

If we do not turn up in the window we agreed, the delivery fee is refunded in full. That is our failure, whatever the reason.

If we arrive and nobody is there, the fee is not refunded — the journey was made — and a second journey is charged again.

You can cancel a booked collection free of charge until the driver sets off. Once they are on the way, the fee stands.

Where we cancel because an address is beyond our range or an order is below the minimum, nothing is charged.

7. Cancelling before a wash starts

You can cancel a machine booking in the app at any point before the cycle starts and be refunded in full. Once the machine is running the cycle cannot be cancelled, because the water and detergent are already in the drum.

Drop-off orders can be cancelled free of charge until we begin working on them. After that we charge for what has been done and refund the rest.

8. Always refunded

• A service that was not provided as agreed
• A billing error or an overcharge
• An order lost through our error

9. Wallet balances

Money you top up into your Pro-Wash wallet stays yours and does not expire. If you want it back rather than spent on laundry, ask and we will return the unused balance to the account you topped up from.

10. How to make a complaint

Email help@prowash24-7.com, call 055 284 8617, or speak to whoever is on the counter. Please give us:

• Your order number, or the machine number and roughly the time
• What went wrong
• Photographs, if they help

We aim to answer within one working day and to settle anything straightforward on the spot.