Terms & Conditions
Our Terms &Conditions
This document outlines the terms and conditions governing the use of Wilow’s laundry services, detailing user rights, responsibilities, and limitations.
Last Updated on March, 2024
Contract Agreement
By using the Wilow application or service, you enter into a contract with Wilow (“Contract”). To use the application or service, you must first sign up, providing personal information, a mobile number, an address for pick-up and delivery, and credit card data (only requested when placing an order). Upon successful registration, Wilow provides a personal account accessible by a password of your choice.
You must be at least 18 years old to use Wilow. If your jurisdiction restricts the use of such services by age or ability to enter contracts, you must abide by those limits. If you’re an individual, you confirm you’re of legal age. If registering on behalf of a legal entity, you confirm you have authorization to bind the entity to these terms.
Laundry Subscription Service
Subscriptions
Wilow offers weekly or monthly subscription plans that include a specified number of laundry bags. Subscription fees depend on the number of bags specified and are shown on the order page.
Pricing
All prices displayed in the app are subject to change without notice. The app reflects current pricing based on your market area, which supersedes any previous prices. Wilow may occasionally offer promotional or incentive pricing, discounts, and alternative pricing structures. Wilow reserves the right to discontinue, modify, or extend pricing at its discretion without prior notice.
Payment
By registering for a subscription, you authorize Wilow or its third-party payment processor to charge for your weekly or monthly plan, in advance, plus any taxes or other applicable charges, for as long as the subscription continues. All subscriptions auto-renew until paused or canceled by you or until Wilow suspends or cancels your account.
Pausing and Cancellation
Subscribers may pause or cancel their subscription. To pause or cancel, use the app options or contact Wilow at Plan@Wilow.app. You’re responsible for any orders placed before pausing or canceling. Even after pausing, canceling, or suspending your plan, Wilow may send promotional material unless you opt out by following unsubscribe instructions provided.
Refunds
If you cancel your subscription, Wilow is not obligated to refund any amount paid before cancellation. If you cancel an order on the delivery day, Wilow may credit the amount to your Wilow wallet instead of your bank account.
Promotions and Contests
From time to time, Wilow may offer promotions or contests where you could win items like stickers or merchandise. By participating, you agree to be bound by these Terms & Conditions. Violation of these terms may result in disqualification. All contest decisions are final, and prizes are subject to Wilow’s discretion to change, alter, or substitute.
Wilow makes no guarantees, expressed or implied, regarding any contest. Any deliberate attempt to undermine the legitimate operation of any contest may violate criminal or civil law, and Wilow reserves the right to cancel accounts and seek damages if such attempts are made.
Pickup and Drop-Off of Items
Wilow will make reasonable efforts to pick up and deliver laundry bags at the times specified in the order. If the user is unavailable at the specified address and time, the order will not be picked up or delivered elsewhere, and the user must assume legal responsibility. If pickup or delivery cannot occur due to user unavailability, Wilow will attempt to find an alternative time.
Item Count and Inspection
Wilow’s driver will collect bags for cleaning and ironing. Upon arrival at the facility, Wilow staff will count and inspect items for defects, damage, and stains. Wilow reserves the right to decline cleaning for damaged items and will notify the customer accordingly.
Lost Items
Report lost items within two days of delivery to support@wilow.app or through in-app chat. Items are considered lost ten days after an initial claim. Compensation for lost items is limited to ten times the cleaning charge.
Wilow is not responsible for loss of unrelated items submitted in a Wilow bag, such as jewelry, wallets, or keys. Maximum liability is capped at 1000 SAR, or the equivalent currency used for payment, unless otherwise required by law.
Wilow - Smart Hygienic Laundry