Terms and conditions

How is a contract concluded between Wilow and you?

By using the Application or the Service, you enter into a contract with Wilow (the “Contract”). In order to be able to use the Application or Service, you first need to sign up with Wilow. When signing up, you are obligated to provide Wilow with your personal information, mobile telephone number, address for pick-up and delivery, and credit card data (only requested when placing an order). Upon successful completion of your signing up with Wilow, Wilow will provide you with a personal account, which may be accessible to you with a password of your choice.

You have to be 18 years of age or older to use the Service, or Application. If you reside in a jurisdiction that restricts the use of the Service or Application because of age or restricts the ability to enter into contracts such as this one due to age, you must abide by such age limits and you must not use the Service and the Application. You represent that if you are an individual, you are of legal age to enter into a binding contract, or that if you are registering on behalf of a legal entity, that you are authorized to enter into and bind the entity to, these User Terms and register for the Service and the Application.

This contract shall be between you and Wilow.

Laundry subscription service

Subscriptions

We offer weekly or monthly subscription plans in which you will receive a specified number of laundry bags. The fees for your subscription plan will depend on the number of laundry bags you specify and will be shown on the order page.

Prices

All prices shown on the App are subject to change at any time without notice. The price available through the App reflects the price available at the current time, in your current market area, and supersedes any and all prior prices for any plan. We may offer promotional pricing, frequency discounts, incentive pricing, loyalty discounts and other alternative pricing structures for some or all of our subscription plans to some or all of our customers from time to time at our discretion. We reserve the right to discontinue, modify or extend such pricing in our discretion without prior notice to you.

Payment

When you register for a subscription plan, you agree that Wilow or its third party payment processor is authorized to charge you for your weekly or monthly subscription plan, in advance, plus any taxes or other applicable charges, for as long as your subscription plan continues. All plans are continuous subscription plans and your subscription plan will continue until you pause it or we suspend or cancel your account.

Pausing and cancellation

If you are a subscriber, you may pause or cancel your subscription plan. To pause or cancel your subscription plan, choose the options provided in the App, or contact Wilow at Plan@Wilow.app

You are responsible for any laundry ordered prior to the pausing or cancellation of your subscription plan. You acknowledge that, even after you have paused or cancelled your subscription plan, or while your subscription plan is suspended, Wilow may send you marketing and other promotional materials unless you opt out of receiving those communications by following the unsubscribe instructions provided therein.

Refunds

If you are a subscriber and you cancel your subscription, Wilow has no obligation to refund any amount paid prior to the time of cancellation. If you are a subscriber and you cancel your order on the day of delivery, Wilow may, at its option, credit the amount of the order to you in Wilow wallet instead of crediting the amount of the order to your bank account.

Promotions

Wilow may, from time-to-time, offer promotions or other contests in which you may receive sticker items, merchandise and other items (each, a "Contest"). By entering a Contest, you agree to be bound by these Terms & Conditions. Any violation of these Terms & Conditions may result in disqualification. All decisions regarding this Contest shall be made and all such decisions are final and binding in all respects. The prizes will be determined by us in our sole discretion and may be changed, altered or substituted by us before or during the term of the Contest.

WE MAKE NO WARRANTIES, REPRESENTATIONS OR GUARANTEES, EXPRESS OR IMPLIED, IN FACT OR IN LAW, WITH RESPECT TO ANY CONTEST. ANY ATTEMPT BY YOU TO DELIBERATELY UNDERMINE THE LEGITIMATE OPERATION OF ANY CONTEST MAY BE A VIOLATION OF CRIMINAL AND/OR CIVIL LAWS, AND SHOULD SUCH AN ATTEMPT BE MADE, WE RESERVE THE RIGHT TO IMMEDIATELY CANCEL YOUR ACCOUNT AND TO SEEK REMEDIES AND DAMAGES (INCLUDING WITHOUT LIMITATION ATTORNEYS' FEES) FROM YOU TO THE FULLEST EXTENT OF THE LAW, INCLUDING CRIMINAL PROSECUTION.

Pickup and drop-off of items

Wilow will use reasonable endeavors to pick up (collect) and drop off (deliver) laundry bags at the times specified in the order. We will use reasonable endeavors to communicate any delay to you by phone.

If the user is not available at the address specified in the system and time selected, the order shall not be picked up or delivered from anywhere else. In such circumstances, the user must accept all legal responsibilities arising from the ordering of our Services to an address where he/she does not reside.

If pick up or drop off is not possible due to you being unavailable at the designated time, Wilow will endeavor to find a suitable alternative time.

Item Count

Wilow’s pick up driver will collect bags given by the user for cleaning and ironing

Once the bag arrives at the facility, the attendant (sorter) will carry out a separate and thorough count of the items. In addition, designated personnel will carry out a thorough check of the garments received for defects, damages, and stains. Wilow will inform the customer of the noted damage. Wilow reserves the right to decide to not clean an item and inform the customer via call, SMS, in-app chat, e-mail or with a card informing the customer that the garment was not cleaned.

Damaged Items

Any damaged item must be reported within two (2) days of the date of delivery of the garments to info@wilow.app or through in-app chat. Wilow reserves the right to reject any claim made more than two (2) days after the successful delivery of the garments to the customer.

Taking care is Wilow utmost priority as we strive to provide exceptional service. While we are very cautious to ensure all garments are treated carefully, we cannot guarantee against manufacturing defects, such as colour bleeding, colour loss, shrinkage of garments. In addition, we do not take responsibility for any deteriorated garments due to usage or wear and tear, which could result in small holes or tears associated with the conditions a garment is exposed to during wear. Damage To garments may occur due to our cleaning and ironing processes, as well as due to defects in the fabric, material, and stitching of the garments. We will, to the best of our ability, assess the damages and determine the root cause of the damage.

For any items deemed damaged as a result of our direct action, Wilow may reimburse you by paying up to Ten (10) times the charge for cleaning the item regardless of brand, price or condition of the garment. Any damaged items must be reported info@wilow.app and inspected by Wilow within two (2) days through digital photos and in-person. Cost/charge of cleaning the items in accordance with the service type.

Without prejudice to the foregoing, and insofar as allowed under mandatory applicable law and according to the industry practices, Wilow’s aggregate liability shall in no event exceed an amount of 1000 SAR /- or, where applicable, the equivalent of that amount in the currency used by you for the payment for cleaning.

Claims made more than two(2) days after delivery will be assessed on a case by case basis.

In case any damaged item claim cannot be resolved amicably according to terms and conditions, Wilow will refer the customer to file a claim with the applicable consumer rights authority. The resolution of the claim will be as per the terms of the impartial decision made by the independent authority.

Lost Items

Any lost item must be reported within two (2) days of the date of delivery of the garments to info@wilow.app or through in-app chat via the Wilow mobile application.

All claims are reviewed on a case-by-case basis. Items are considered lost ten (10) days after the initial claim has been made. In line with industry practices, any reimbursement for an item deemed lost by Wilow shall be limited to Ten (10) times the charge for treating the garment. Cost/charge of cleaning the item in accordance with the service type.

Wilow shall not take responsibility for any loss or unrelated items lost when submitted in a Wilow bag, such as watches, jewelry, cash, wallets, cufflinks, car keys, badges or any other such items regardless of their value.

Without prejudice to the foregoing, and insofar as allowed under mandatory applicable law and according to the industry practices, Wilow’s aggregate liability shall in no event exceed an amount of 1000 SAR or, where applicable, the equivalent of that amount in the currency used by you for the payment for Cleaning.