WashLab — Terms and Conditions

Last updated: 14 August 2026

Welcome to WashLab. These Terms and Conditions ("Terms") govern your use of the WashLab website, our Shopify store, and all laundry, cleaning, and hospitality-related services provided by WashLab ("WashLab," "we," "us," or "our").

By placing an order, booking a collection, using our website, or engaging our services in any way, you ("the customer," "you") agree to be bound by these Terms in full. If you do not agree with any part of these Terms, please do not use our website or services.

1. Company Information

WashLab is a South African business operating as a pick-up and delivery laundry, garment care, and hospitality linen service.

Trading Name: WashLab Physical Address: Sandown Square Business Park, Milnerton Rural, Cape Town, 7441 Email: info@wash-lab.co.za Telephone: 063 784 1282

These Terms apply to orders placed through our website, our Shopify store, WhatsApp, telephone, or any other official WashLab ordering channel.

2. Services Offered

Full details of the services WashLab offers, along with our current pricing, are available on our website and Shopify store. WashLab reserves the right to add, remove, or amend the services offered, and the pricing thereof, at any time without prior notice. Updated pricing will always be reflected on our website and Shopify store at the time of booking.

3. Booking, Ordering & Payment

3.1 Orders may be placed and paid for through our Shopify store at checkout, using the Yoco payment gateway. Card details are processed securely by Yoco and are not stored by WashLab.

3.2 Certain services are subject to a 5kg minimum per order, as indicated for that service on our website or Shopify store at the time of booking. Where a service carries a 5kg minimum, this minimum is charged at the time of checkout via Shopify/Yoco. This clause (3.2) and clauses 3.3 to 3.5 below apply only to services marked as having a 5kg minimum, and do not apply to services booked without one.

3.3 Where the actual weight of an order for a service with a 5kg minimum exceeds that minimum, the additional kilograms are charged separately and are not collected at checkout. This additional amount is settled on delivery, via our Yoco card machine, and is calculated based on the actual weighed amount above the 5kg threshold.

3.4 As we only weigh orders once they arrive back at our facility (and not at the time of collection), the customer will receive a WhatsApp confirmation of the final weight of their order once this has been determined, ahead of delivery.

3.5 Where an order exceeds the 5kg minimum, delivery of the completed laundry will only be finalised once the outstanding amount for the additional kilograms has been settled with our delivery driver at the point of delivery. WashLab reserves the right to withhold delivery of laundry until payment has been received in full.

3.6 By completing a booking, whether online or via any other channel, you confirm that you have read, understood, and agreed to these Terms.

4. Pick-Up & Delivery

4.1 As a pick-up and delivery service, the customer is responsible for ensuring someone is available at the specified address at the scheduled collection and delivery time. Where an amount is due on delivery (see Section 3), the customer is responsible for ensuring that either they, or a proxy authorised to act on their behalf, is present and able to settle this amount with our delivery driver at the time of delivery.

4.2 Our default turnaround time is 24 hours from collection to delivery. A longer turnaround may be requested by the customer at the time of booking and will be confirmed with WashLab in advance. WashLab will make every reasonable effort to meet agreed collection and delivery windows but is not liable for delays caused by circumstances outside of our reasonable control (e.g. traffic, load-shedding, weather, or third-party courier/logistics issues).

4.3 It is the customer's responsibility to ensure the collection address, contact number, and any access instructions (e.g. gate codes, building access) provided at booking are accurate and up to date.

5. Garment Care & Washing Process

5.1 Colour separation: For WDF and WDF+Iron services, customers are given the option to select colour separation at the time of booking.

5.2 Where colour separation is not selected, the customer's entire load will be washed together as a single load and tumble dried together as a single load.

5.3 Where colour separation is not requested, WashLab accepts no liability for colour bleeding, colour transfer, discolouration, or similar damage resulting from items of different colours being washed together, as this reflects the customer's own selection at the time of booking.

5.4 All laundry is tumble dried as standard practice, regardless of individual garment care labels, unless the customer notifies us otherwise.

5.5 A notes/special instructions section is available at the time of booking for customers to advise WashLab of any specific requirements, sensitivities, or concerns regarding their laundry (e.g. items that should not be tumble dried, delicate fabrics, or known issues with a garment). WashLab will make reasonable efforts to accommodate instructions provided in this section but cannot guarantee outcomes for items not clearly flagged.

5.6 Where no specific instructions are provided, WashLab will process the load using our standard wash and tumble dry procedure, and accepts no liability for damage, shrinkage, colour loss, or similar issues arising from this standard process.

6. Weight-Based & Bulk Service Disclaimer

WashLab's WDF, WDF+Iron, and Bedding/Linen Bundle services are bulk, non-itemised services. Laundry is collected, processed, and returned as a collective load rather than as individually catalogued items. By booking these services, the customer acknowledges and accepts that:

• Individual garments are not checked, counted, or itemised at the point of collection or drop-off at our facility;
• WashLab cannot accept responsibility for the loss of individual items within a bulk load, save as set out in Section 9 (Lost Items); and
• All laundry is accepted and processed strictly on the terms set out in these Terms and Conditions.

7. Cancellations & Refunds

7.1 Customers may cancel a scheduled order up to 24 hours before the scheduled pick-up date and time.

7.2 Cancellations made within this window (i.e. 24 hours or more before the scheduled pick-up) will be eligible for a refund, processed within 30 days, less any administration or transaction charges incurred by WashLab (e.g. payment gateway fees).

7.3 Cancellations requested less than 24 hours before the scheduled pick-up date and time may still be cancelled, but will not be eligible for a refund.

7.4 WashLab reserves the right to charge a reasonable cancellation or non-appearance fee where a driver attends a scheduled collection or delivery and is unable to complete it due to the customer's unavailability.

8. Payment Terms

8.1 Standard order payments (up to the 5kg minimum) are collected upfront via Shopify checkout using the Yoco payment gateway.

8.2 Additional charges for weight exceeding the 5kg minimum are collected on delivery via our Yoco card machine, as set out in Section 3.

8.3 All prices are quoted in South African Rand (ZAR) and are inclusive of any applicable taxes unless otherwise stated.

8.4 WashLab reserves the right to amend pricing at any time; the price applicable to an order is the price displayed at the time of booking, unless the order is subject to a 5kg minimum and the customer's laundry exceeds that minimum weight, in which case the additional amount is calculated and charged as set out in Section 3.

9. Lost or Missing Items

9.1 As WDF, WDF+Iron, and Bedding/Linen Bundle services are bulk, non-itemised services (see Section 6), WashLab does not accept general responsibility for individual items lost or missing from a load.

9.2 Notwithstanding the above, WashLab will make a genuine, reasonable effort to locate and return any item reported as missing, provided that:

• the customer notifies WashLab within 2 hours of delivery of the relevant order; and
• the report is made with reasonable detail to assist our team in tracing the item (e.g. description, colour).

9.3 Claims for missing items reported outside of the 2-hour window from delivery will not be considered, as WashLab cannot verify the status of an item once this window has elapsed.

9.4 WashLab's efforts under this section are made on a best-endeavours basis only and do not constitute a guarantee that a missing item will be located or returned.

10. Damage & Liability

10.1 While WashLab takes all reasonable care in the handling and processing of laundry, all items are accepted and processed on the understanding that they are used and/or of second-hand value.

10.2 Where WashLab is found to be responsible for damage to an item, compensation will be limited to a maximum of one (1) times the cleaning charge applicable to that item or load.

10.3 WashLab is not liable for damage, shrinkage, colour loss, fading, or wear resulting from:

• the standard wash and tumble-dry process where no specific care instructions were provided (see Section 5);
• items not suited to machine washing or tumble drying where this was not flagged in the notes section at booking;
• inherent weaknesses, defects, or pre-existing damage in a garment not apparent prior to processing;
• normal wear and tear, including shrinkage, thinning of fabric, button or fastening damage, and colour fading from repeated laundering.

10.4 Customers are responsible for removing or securing any loose items, valuables, jewellery, cash, or detachable trims (e.g. buckles, cufflinks) from garments prior to collection, and for emptying all pockets. WashLab is not responsible for damage or loss relating to items left in pockets or garments.

10.5 It remains the customer's responsibility to advise WashLab, via the notes section at booking, of any special care requirements for their laundry. Where no such instructions are given, WashLab will not be liable for damage arising from the application of our standard process.

11. Stain Removal

11.1 WashLab makes every reasonable effort to remove stains from laundry, and every batch of laundry receives a complimentary round of our standard stain removal process.

11.2 Some stains, due to their nature, age, or the fabric involved, cannot be fully removed through standard processing. Where this occurs, WashLab will note this on the order.

11.3 WashLab does not offer repeated or intensive over-processing of garments in an attempt to remove stubborn stains, as this carries a significant risk of damaging the fabric. WashLab will not be held liable for stains that remain after our standard complimentary stain removal process has been applied.

11.4 Should a customer wish for WashLab to make a further attempt at removing a remaining stain after the standard complimentary process, this may be arranged at an additional fee. WashLab will not be responsible for any damage to the garment arising from this further attempt, unless the damage is a direct result of WashLab's fault (e.g. use of an incorrect product or process for the fabric in question).

12. Complaints & Satisfaction

12.1 If a customer is not satisfied with the standard of cleaning on their order, they should contact WashLab within 24 hours of delivery, clearly explaining the issue.

12.2 Where a valid complaint is raised within this window, WashLab will offer a complimentary rewash of the affected items as a remedy.

12.3 Complaints raised outside of the 24-hour window may not be eligible for a complimentary rewash, at WashLab's discretion.

13. Hospitality & Short-Term Rental Solutions

In addition to our residential laundry services, WashLab provides tailored laundry and cleaning solutions to the hospitality sector, including but not limited to short-term rentals, Airbnbs, guesthouses, and hotels. These services may include:

• Turnover cleaning and resetting of properties between guest stays;
• Linen and towel laundering, management, and replenishment; and
• Scheduled or on-demand servicing based on booking calendars or occupancy.

13.1 The specific scope, pricing, turnaround times, and service levels for hospitality clients are agreed separately between WashLab and the client (e.g. via a quote, service agreement, or order specification) and, where they conflict with these general Terms, the specific agreement between WashLab and the hospitality client will take precedence for that engagement. Where not otherwise specified, these Terms apply.

13.2 Hospitality clients are responsible for providing WashLab with accurate access details, property information, and stock/inventory counts (e.g. number of linen sets, towels) relevant to the service being provided.

13.3 WashLab's liability in respect of hospitality and property-related services is subject to the same limitations set out in Section 10 (Damage & Liability), unless otherwise agreed in writing as part of a specific hospitality service agreement.

14. Unclaimed Items

Any laundry that remains unclaimed or uncollected by the customer, and where WashLab is unable to reach the customer to arrange delivery, will be held for a maximum of three (3) months from the scheduled delivery date. After this period, WashLab reserves the right to sell or dispose of the items to recover reasonable costs incurred, without further notice to the customer.

15. Website Use & General Terms

15.1 WashLab reserves the right, in its sole discretion, to amend or replace these Terms at any time. Amendments will be posted on our website and Shopify store and will apply from the date of publication. Continued use of our services after such changes constitutes acceptance of the updated Terms.

15.2 WashLab reserves the right to change and amend services, prices, and rates quoted on our website or Shopify store at any time, without prior notice.

15.3 WashLab may use third-party service providers (including but not limited to Shopify and Yoco) to facilitate bookings, payments, and communications. WashLab has no control over the underlying systems of these third parties and makes no warranties as to their availability, accuracy, or performance.

15.4 All content on the WashLab website and Shopify store, including logos, text, graphics, and branding, is the property of WashLab and is protected by applicable South African intellectual property law. You may not reproduce, distribute, or use this content without our prior written consent.

15.5 You may not use the WashLab website in any way that compromises the security of our systems, or attempt to gain unauthorised access to our website, Shopify store, or related systems. WashLab reserves the right to pursue civil and/or criminal remedies against any person who does so, including under the Electronic Communications and Transactions Act 25 of 2002 (ECTA), Cybercrimes Act 19 of 2020, and any other applicable legislation.

15.6 WashLab shall not be liable for any indirect, incidental, or consequential damages arising from use of, or inability to use, our website or Shopify store, save as expressly set out in these Terms.

16. Privacy & Personal Information

16.1 WashLab respects your privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).

16.2 Personal information collected during the booking process (such as your name, address, contact number, and order details) is used solely for the purposes of fulfilling your order, communicating with you about your booking (including WhatsApp weight confirmations), and improving our services.

16.3 WashLab does not sell or share your personal information with third parties, except where necessary to fulfil your order (e.g. payment processing via Yoco) or where required by law.

16.4 Payment information is processed securely by Yoco. WashLab does not store your full card details on our systems.

17. Governing Law

These Terms are governed by the laws of the Republic of South Africa. WashLab chooses Sandown Square Business Park, Milnerton Rural, Cape Town, 7441, as its address for the service of any legal notices, processes, or communications arising from these Terms.

18. Contact Us

If you have any questions about these Terms, your order, or our services, please contact us:

WashLab Sandown Square Business Park, Milnerton Rural, Cape Town, 7441 Email: info@wash-lab.co.za Phone: 063 784 1282

By booking a collection, placing an order via our Shopify store, or otherwise using WashLab's services, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.