Refund Policy - Click Washer Corp.
Effective Date: December 9, 2024
At Click Washer Corp., we are committed to providing a reliable and satisfactory laundry service. This Refund Policy outlines the circumstances under which refunds may be granted, the process for requesting a refund, and the conditions associated with refunds for specific services. By using our services, you agree to the terms detailed in this policy.
1. General Eligibility for Refunds
1.1 Cancellations by the User
- Users who cancel their orders at least 1 hour before the scheduled pickup time are eligible for a full refund.
- For cancellations made less than 1 hour before pickup, a management fee equivalent to 20% of the service cost will be deducted from the refund.
1.2 Service-Related Issues
Refunds are granted in cases where Click Washer Corp. fails to meet the expected service standards. This includes:
- Items damaged, lost, or mishandled due to negligence by our team.
- Incorrect cleaning methods applied, contrary to user specifications.
- Significant delivery delays exceeding 48 hours from the promised timeframe.
To qualify for a refund in such cases, users must lodge a formal complaint within 48 hours of receiving their items.
2. Situations Where Refunds Are Not Applicable
2.1 User Responsibility
- Orders completed per user instructions but disputed for subjective reasons, such as dissatisfaction with folding style, detergent scent, or garment texture.
- Items with pre-existing damage that were not documented or reported during pickup.
2.2 Delays Beyond Our Control
- Delays caused by external factors such as severe weather, road closures, or natural disasters.
- Orders where pickup or delivery attempts fail due to the user’s unavailability or incorrect address information.
2.3 Subscription Services
- Refunds will not be issued for unused portions of subscription plans or prepaid credits tied to services not utilized within the billing cycle.
3. Refund Process
3.1 Initiating a Refund Request
To request a refund, users should:
- Access their account through the app.
- Navigate to the "Support" or "Order History" section and select the order in question.
- Submit a detailed refund request, including:
- Order ID.
- Description of the issue.
- Supporting evidence (e.g., photographs of damaged items).
3.2 Processing and Resolution
- Refund requests will be acknowledged within 2 business days.
- An investigation will be conducted, which may involve reviewing pickup and delivery logs, and customer-provided evidence.
- Refund decisions will be communicated within 10 business days of submitting the request.
3.3 Refund Timeline and Method
- Approved refunds will be processed within 5-10 business days and credited using the original payment method.
- For payment methods no longer valid, users must provide alternate details for a bank transfer.
4. Refunds for Subscription Plans
4.1 Cancellation of Subscriptions
- Users can cancel their subscription at any time through the app.
- No refunds will be provided for the unused portion of the current billing period.
4.2 Technical Issues
- If a subscription is billed erroneously (e.g., duplicate charges), users are eligible for a full refund upon verification of the error.
5. Special Refund Considerations
5.1 Partial Refunds
In cases where only a portion of the service was affected (e.g., a subset of items damaged or mishandled), a partial refund corresponding to the affected items will be issued.
5.2 Compensation Alternatives
At the user’s discretion, refunds may be provided in the form of service credits or discounts on future orders.
5.3 Additional Investigation
For high-value claims or disputes, Click Washer Corp. may request further documentation or schedule a follow-up investigation to resolve the issue.
6. Customer Support and Dispute Resolution
6.1 Assistance with Refund Requests
Our customer support team is available to assist users throughout the refund request process. Users may reach out via:
6.2 Escalation Process
If a user is dissatisfied with the outcome of their refund request, they may escalate the matter to a senior customer service representative for further review.
7. Amendments to the Refund Policy
Click Washer Corp. reserves the right to update or amend this Refund Policy at any time. Significant changes will be communicated to users at least 15 days in advance via email or app notifications.
8. Contact Information
If you have questions, concerns, or require clarification regarding this Refund Policy, please contact us:
Email: legal@clickwasher.com
Click Washer Corp. is dedicated to ensuring a smooth and trustworthy service experience for all users. Thank you for choosing us for your laundry needs.
