Terms of use

1.1 Washaway (“Washaway”) is a Swedish company that provides laundry services as well as repair of clothes, textiles and shoes. The service consists of pickup of laundry or repair items followed by washing, drying and/or ironing and/or mangling and/or stain treatment and/or pressing and/or repair, and delivery of the laundry or repair items (the “Service”).

1.2 These general terms (“Terms”, the “Terms”) apply between Washaway, 559440-9137, and you as a customer (“Customer”, the “Customer”) of the Service.

1.3 To order the Service the Customer must register in Washaway’s mobile application or on Washaway’s website (the “App”, the “App”) and accept the Terms, which are legally binding for every Customer of the Service.

1.5 The age limit for using the Service is 18 years.

1.6 Washaway only performs pickup at addresses within the pickup area stated in the App.

1.7 If the Customer does not accept or is unable to follow the Terms, the Customer is not entitled to use the Service. Washaway reserves the right to terminate Customers who do not follow the Terms.

2.1 The details the Customer registers on the user account must be complete and correct. It is the Customer’s responsibility to keep their details up to date at all times.

2.2 The Customer is responsible for protecting their password and other login credentials for the user account. The Customer’s account details are personal and may not be transferred or used by anyone other than the Customer.

2.3 If the Customer becomes aware that someone is using the Customer’s account without authorisation, or of other security breaches, the Customer must notify Washaway immediately.

3.1 The current price for the Service is stated in the App.

3.2 Prices are stated including VAT unless otherwise indicated.

3.3 The Customer is charged each time the Service is ordered.

3.4 Payment is made in connection with ordering the Service.

3.5 If payment fails, the Customer is informed. If payment fails, the order and therefore the Service are not completed.

3.6 Accepted means of payment include bank or debit/credit cards from Visa, Mastercard and American Express. Cheques or cash are not accepted as means of payment.

3.7 Payment is made via Washaway’s partner Stripe. Stripe encrypts communication using the industry standard Secure Socket Layer. This means that card information is only visible to the card company and the Customer. Washaway only receives a reference number that can be used in communication with Stripe.

3.8 Washaway washes everything the Customer submits, unless otherwise stated in the order, and reserves the right to charge the Customer afterwards via the Stripe payment service if the Customer exceeds the agreed quantity of submitted goods or if the submitted goods otherwise do not match the agreed order stated by the customer in the App. The Customer is liable to pay the difference between the Customer’s stated order and the subcontractor’s assessment of what the Customer submits.

3.9 If the Customer states that RUT deduction is desired on the purchase, the Customer pays the laundry cost reduced by RUT deduction (currently 25%) at purchase. Washaway reserves the right to administer RUT deduction on the Customer’s behalf in relation to the Swedish Tax Agency using the Customer’s personal identity number.

4.0 If the Swedish Tax Agency rejects the RUT deduction, the customer becomes liable to pay the corresponding amount to Washaway, by Washaway invoicing or otherwise charging the customer directly.

4.1 Pickup of goods takes place at the address the Customer stated when ordering, unless otherwise agreed. The Customer chooses whether to hand over the goods in person, or leave the goods in bags outside the front door at the Customer’s stated address. It is the Customer’s responsibility that the stated address is correct. Responsibility for the goods transfers to Washaway only when the goods have been picked up (which is confirmed by SMS). Washaway is not responsible for goods located outside the Customer’s front door, either before pickup or after return of submitted goods.

4.2 If the Customer is not available at the stated address or no goods are placed outside the Customer’s front door at the time of pickup, Washaway reserves the right to charge the full amount of the current order. The Customer has no right to a refund. Washaway is not obliged to pick up goods at another pickup occasion.

4.3 If a material delay arises, Washaway shall contact the Customer to agree a new time for pickup and return respectively.

4.4 The Customer can change the time for pickup of goods in accordance with what is stated in the App.

5.1 It is the Customer’s responsibility that the address is correct. Return of submitted goods takes place at the address the Customer stated when ordering, unless otherwise agreed.

5.2 If at return of submitted goods no person is available at the address, submitted goods are left outside the door at the stated address, unless otherwise agreed. Responsibility for submitted goods transfers to the Customer when Washaway has returned submitted goods in person or outside the Customer’s front door (which is confirmed by SMS sent to the Customer).

5.3 If a delay arises, Washaway shall contact the Customer to agree a new time for return.

5.4 The Customer can change the time for pickup of goods in accordance with what is stated in the App.

6.1 The agreement between the Customer and Washaway is a distance contract (Act 2005:59). However, where the Customer chooses that the service should be performed earlier than 14 days after ordering in the App, the Distance Contracts Act’s 14-day right of withdrawal does not apply.

6.2 The Service is a consumer service and follows the Consumer Services Act (1985:716).

7.1 Washaway’s service is governed by the Consumer Services Act, which among other things means that the service shall be performed professionally and in accordance with what has been agreed between Washaway and Customer. If the performed service differs from what can be considered professional and from what has been agreed between Washaway and Customer, the service may be considered defective and can therefore be complained about.

7.2 It is the Customer’s responsibility to inspect submitted goods as soon as possible after return in order to discover any defects in submitted goods.

7.3 Complaints about the performance of the Service shall be made to Washaway within a reasonable time from when the Customer discovered the defect. A complaint made within two months after the customer discovered the defect shall be considered made in due time in accordance with the Consumer Services Act. If the consumer does not complain, the right to claim the defect is lost.

7.4 If upon complaint it turns out that there are no defects in submitted goods, Washaway is entitled to compensation from the Customer for the costs arising from the complaint. Washaway shall inform the Customer of this when a complaint is made.

7.5 For all laundry services except Household laundry, laundry is always performed in accordance with the goods’ care instructions. If such are missing, Washaway shall contact the Customer to agree on appropriate handling. Damage resulting from laundry carried out in accordance with care instructions or other agreement with the Customer can therefore not be considered incorrectly performed and cannot be complained about.

7.6 Household laundry is always washed in accordance with what is stated in the App, which may differ from the goods’ care instructions. Damage to goods handled as household laundry in accordance with what is stated in the app can therefore not be considered incorrectly performed and cannot be complained about to Washaway. It is therefore the customer’s responsibility to ensure that goods submitted as household laundry do not include goods that should be handled in accordance with the goods’ care instructions.

7.7 Repairs and alterations are performed with a 6-month warranty. The warranty covers only the repair/alteration itself plus a 1 cm surrounding area. Any damage arising outside this area falls outside Washaway’s responsibility. The warranty does not apply if the garment has been used/handled negligently or if it has been damaged by something that a new equivalent garment would also have been damaged by.

7.7 In accordance with the Consumer Services Act the Customer is entitled to demand remedy of an incorrectly performed service in accordance with the paragraphs above. Washaway also has the right to remedy the defect in the performance of the service. Only if remedy is not possible is the Customer entitled to a refund of the service.

7.8 Under section 31 third paragraph of the Consumer Services Act, a trader shall compensate the consumer for damage caused by a defect, if the damage arose due to something within the trader’s control or if the laundry differs from what was agreed between Washaway and the customer.

7.9 Washaway never gives any guarantees that stains can be completely removed by washing, as this is considered outside Washaway’s control. Furthermore, Washaway never gives any guarantees regarding damage to details such as buttons, particularly delicate details, or damage arising from previous wear in the garment, as this is considered outside Washaway’s control.

8.1 For laundry services charged by weight, Washaway check-weighs submitted goods. If submitted goods exceed the maximum weight stated in the App, Washaway reserves the right to make an additional charge in accordance with the prices stated in the App.

8.2 For services charged per item, Washaway checks submitted goods in terms of quantity and category against the Customer’s order. If submitted goods exceed the agreed quantity or otherwise do not match the agreed order, Washaway reserves the right to charge according to the current price list in order to perform the service professionally.

9.1 The mobile application and website are protected by copyright. This means that anyone who wishes to use material from the App must obtain Washaway’s written consent. Anyone who uses material from the App without Washaway’s consent commits copyright infringement. Copyright infringement may give rise to liability for damages.

10.1 The App may contain links to third parties. These websites or services are outside Washaway’s control and responsibility. Washaway is not liable for any damage arising in connection with use of services on linked pages.

10.2 Washaway encourages Customers and visitors in the App who click on links placed in the App to review the terms and privacy policy of those websites.

13.1 Washaway has the right to unilaterally change the content of these Terms. The changes take effect after the changes have been published.

14.1 Swedish law shall apply in connection with disputes regarding the Terms.

14.2 Any disputes concerning the Service should, if Washaway and the Customer cannot reach a settlement, be referred to the National Board for Consumer Disputes (ARN).