In short
Cancel before we collect and you pay nothing. If we get something wrong, such as a missed collection, an item damaged in our care or a charge that does not match your invoice, we refund it. Refunds go back to the same card, wallet or bank account you paid from, never as store credit unless you ask for credit instead.
Cancelling a booking
You can cancel free of charge at any time before the driver collects your bag. Cancel from your account page, by WhatsApp, or by calling us. If you paid online, the full amount is refunded; if your card was only pre-authorised, the hold is released and no money ever leaves your account.
Once cleaning has started the order is chargeable, because the work and the consumables are already spent. If you cancel after collection but before we begin processing, we return the bag on the next delivery run at no charge.
How card payments work here
Laundry priced by weight cannot be billed accurately until the bag is on the scale, so a card order is authorised, not charged, when you book. We place a hold for an estimated ceiling amount, weigh and invoice your items, then capture only the final invoice total. The difference between the hold and the final amount is released by your bank, typically within 3 to 7 working days, though some issuers take longer.
If the final total would exceed the amount we held, we contact you for approval before charging anything above it. We never capture more than the invoice you were shown.
Refunds after delivery
Tell us within 48 hours of delivery if something is wrong. Depending on what happened we will:
- re-clean the item free of charge, if the result was not up to standard;
- refund the cleaning charge for that item, if re-cleaning will not fix it;
- refund the full order, if we delivered the wrong bag or failed to deliver at all.
Send photos where you can, as it usually lets us settle the matter the same day.
Lost or damaged items
Where we are at fault, compensation is limited to ten times the cleaning charge for that item or its depreciated value, whichever is lower. This is the standard basis across the laundry industry and reflects that we cannot verify an item's original value or age. Claims must be raised within 48 hours of delivery.
When we will not refund
- Damage from an existing fault, weak stitching or wear that was already present.
- Colour loss or shrinkage on items with no care label, or where the label was followed correctly.
- Items left in pockets. Please check them before handing over your bag.
- Stains we warned you in advance might not come out.
- Claims raised more than 48 hours after delivery.
How long a refund takes
We approve or reject a claim within 3 working days of receiving it. Approved refunds are submitted to our payment gateway the same day. After that the timing is with your bank: cards usually take 7 to 14 working days, online banking and e-wallets are normally faster. We will send you the gateway reference so you can trace it.
Asking for a refund
Message us with your order reference and what went wrong:
WhatsApp +60133281614
admin@laundrymate.com.my
53, Jalan Medan Putra 1, Bandar Menjalara, 52200 Kuala Lumpur
Daily, 9:00 AM - 9:00 PM
Nothing in this policy affects your rights under the Consumer Protection Act 1999.