1. Goal
We want fair outcomes for customers, partners, and riders. This policy explains how to raise a dispute and how refunds are decided.
2. How to raise a dispute
Contact support as soon as you notice a problem, ideally within 48 hours of delivery. Include your order ID, photos where relevant, and a short description of what went wrong. Reach us at support@laundrolinkapp.com or 07048567891.
3. When refunds may apply
- Order cancelled before pickup for reasons outside your control
- Confirmed missing items from a delivered bag
- Verified damage caused during partner handling or transit
- Service not delivered as paid for after we investigate
4. When refunds may not apply
- Change of mind after a partner has started work
- Issues not reported within a reasonable time
- Damage from undeclared special-care needs
- Failed delivery because nobody was available at the drop-off
5. Investigation
We may review order logs, partner notes, rider confirmation, and any photos you share. Outcomes can include a full refund, partial refund, rewash, credit, or no refund if the claim is not supported.
6. Timing
We aim to respond quickly and resolve straightforward cases within a few business days. Approved refunds return through the original payment method where possible; bank timing can vary.
7. Partner and rider disputes
Partners and riders with settlement or job disputes should contact support with the job or payout reference. We will review against the Partner terms or Rider terms as applicable.