At Laundry Service by Jewel we stand behind our work. This policy explains how we handle cancellations, re-washes, damaged items, and lost items. All claims should be reported as quickly as possible — we have specific time windows for each.
1. Cancellations
- Before pickup:free cancellation, no questions asked. Just message us on WhatsApp or call. If you've already paid, we refund in full within 5 business days.
- After pickup but before processing starts: free cancellation; we return the bag uncleaned to your pickup address. No fee.
- After processing has started: the order cannot be cancelled, but the standard refund procedure below applies if the delivered service does not meet our quality commitment.
2. Re-wash guarantee
If your laundry comes back not clean to your satisfaction — visible stains, lingering odours, or laundry not properly dried — contact us within 24 hours of delivery. We will collect the items and re-wash them at no charge. You may also request a partial refund of up to 50% of the affected item(s) if you prefer not to send the clothes back.
3. Damage policy
- Report window: within [DAMAGE_REPORT_WINDOW] hours of delivery. Take photos of the damaged item and the original packaging seal.
- Investigation: we will review your photos and our internal records (pre-wash photos taken at our laundry centre).
- Resolution: if we determine the damage was caused by our handling, we will:
- repair the item, if repairable; or
- reimburse the replacement cost of the item, up to [LOST_ITEM_CEILING] THB per item; or
- refund the wash fee for that item.
- Exclusions:we are not liable for damage caused by: undisclosed delicate fabrics, missing/unclear care labels, pre-existing damage, normal wear and tear, or items declared as accepted in “at-your-own-risk” status at pickup.
4. Lost items
- Report window: within [DAMAGE_REPORT_WINDOW] hours of delivery, with a description of the missing item and approximately when/how you sent it.
- Search procedure: we audit our processing logs, contact our drivers, and search the laundry centre.
- Compensation:if not recovered within 14 days, we reimburse the item's reasonable replacement cost up to [LOST_ITEM_CEILING] THB per item.
- Exclusions: we do not accept liability for items the customer left in pockets (e.g. cash, jewellery, electronics, keys, IDs, or documents). Always empty pockets before sending laundry.
5. Refund processing
- Approved refunds are issued within 5 business days via the same payment method used for the original order.
- Bank transfers may take an additional 1–3 business days to clear depending on your bank.
- PayPal refunds typically appear in your PayPal account within 24 hours, then your linked bank/card within 3–5 business days.
- PromptPay/Thai bank QR: refunded by direct transfer to your nominated Thai bank account.
6. How to make a claim
Send a WhatsApp message to +66 94 982 8315 or email info@laundry-service-bangkok.com with:
- Your order number (format: JWL-NNNN)
- A description of the issue (lost / damaged / unsatisfactory)
- Photos of the affected item(s) and packaging
- The date and time of delivery
We acknowledge claims within 24 hours and aim to resolve within 5 business days, faster for simple cases.
7. Disputes
If we cannot agree on a resolution, you may escalate the matter to the Office of the Consumer Protection Board of Thailand or, if applicable, your home jurisdiction's consumer protection authority. These Terms remain governed by Thai law per our Terms of Service.
8. Contact
[LEGAL_NAME]
Registered office: [REGISTERED_ADDRESS]
Email: info@laundry-service-bangkok.com
Phone / WhatsApp: +66 94 982 8315