It works together with our Terms & Conditions and Privacy Policy.
1. Scope
Refund/credit remedies apply to fees collected or invoiced attributable to identifiable service failures attributable to PickMyWash / authorised processing lanes or erroneous charges within defined windows. Charges collected by PSPs settle per acquirer timelines once approved.
2. Cancellation before pickup / partner assignment window
- You may cancel a draft / placed booking before a partner confirms pickup commencement or enters an equivalent “picked up / in-transit processing” milestone shown in-app — typically no fee beyond any platform payment capture reversals aligned with PSP rules.
- If payment was captured as advance and fulfilment hasn’t materially begun, reversal or wallet credit issuance target 3–10 business days contingent on PSP / bank reconciliation.
3. Post-pickup changes
- After batches enter processing, cancelling may be limited; we may levy charges covering logistics, partial processing labour, solvents, speciality handling already consumed.
- Weight / item recount adjustments supersede indicative booking estimates — surplus fees become payable rather than cancellations.
4. Service failure & delay
| Scenario | Likely resolution |
|---|---|
| Missed pickup without proactive reschedule communicated | Complimentary reschedule priority + optional fee waiver / partial credit proportional to inconvenience after verification. |
| Delivery materially late beyond communicated buffer excluding force majeure | Loyalty/store credit proportional to inconvenience or partial refund toward delivery fee portions if distinctly itemised platform components exist. |
| Damage / mismatch attributable to mishandling in our contracted processing chain documented with photographic evidence promptly | Rework attempt (if salvageable); else reimbursement / credit anchored to invoiced tariff for impacted pieces — see liability ceiling in Terms. |
5. Partial service & non-refundable scenarios
- Express add-ons fulfilled in full retain charge even if ancillary bundle components unused.
- Promotional subsidy codes void if underlying order cancelled / breached promotion rules.
- Customer forfeits remedy where misrepresentation concealed stains, moth damage pre-existing tearing, counterfeit labels, infestation, biohazard risk not disclosed beforehand.
- Refund window closes 7 calendar days after delivery acknowledgement in-app unless mandated longer consumer-protection duration — preserve laundry condition evidence until resolution.
6. Mode of refunds
Approved refunds prioritise:
(a) reversal to originating digital payment;
(b) in-app wallet credit if reversal blocked / faster compensation chosen;
(c) NEFT/manual exceptional cases escalated individually.
7. How to raise a refund / rework request
- Use In-app Support referencing order ID, attach garment photos promptly.
- Email pickmywash2026@gmail.com with subject “Refund/Reorder #[order-id]” including phone verified on account.
Initial acknowledgment target: 2 business days. Merit decision target: ordinarily 7 business days after factual verification (may elongate needing external lab corroboration).
8. Conflict among documents
In case regulatory instrument or consumer adjudicator outcome conflicts granular commercial wording here, mandated outcome prevails.