WashLab — Terms and Conditions Last updated: [14/09/2026] 

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.