Refund And Cancellation Policy

This Refund & Cancellation Policy explains when customers may cancel a service or receive a refund from Sorted Laundry (“Sorted Laundry”, “we”, “us” or “our”).

This policy should be read together with our Terms & Conditions.

Nothing in this policy limits any rights a consumer may have under applicable South African law.

1. Cancelling an order

Customers should contact Sorted Laundry as soon as possible if they need to cancel or change an order.

Cancellation requests should be made before the laundry has been collected or before processing has started, where reasonably possible.

Once processing has started, cancellation may not be possible because the service may already have been provided in whole or in part.

2. Cancellation of collection or delivery

If a customer needs to cancel or reschedule a collection or delivery, they should contact Sorted Laundry as soon as possible.

Repeated missed collections or deliveries, incorrect addresses or circumstances caused by the customer may result in an additional collection/delivery fee where applicable.

3. Refunds for services not provided

If Sorted Laundry has received payment for a service that we are unable to provide, we will communicate with the customer and, where appropriate, provide a full or partial refund for the service that was not provided.

The refund amount will depend on the circumstances and on any portion of the service that has already been provided.

4. Service complaints

If you believe that your laundry service was not completed properly, please contact us as soon as reasonably possible after receiving your laundry.

Please provide:

Your name;
Order details;
A description of the issue;
Photographs where relevant; and
Any other information reasonably required to investigate the complaint.

We may ask to inspect the affected item or items before deciding on an appropriate resolution.

Depending on the circumstances, we may offer:

Reprocessing or re-cleaning;
A partial refund;
A full refund for the affected service; or
Another reasonable remedy.

5. Damage or loss

If you believe an item has been damaged or lost while in our care, please notify us as soon as reasonably possible.

We will investigate the matter and determine an appropriate remedy based on the circumstances, the condition of the item before processing, the applicable service, and any relevant information provided by the customer.

Nothing in this section limits any rights the customer may have under applicable law.

6. Incorrect or unsuitable items

Refunds may not be available where an issue arises because:

The item had pre-existing damage;
The item was not suitable for the selected cleaning method;
The customer provided incorrect or incomplete information;
The garment's care instructions were missing, incorrect or unsuitable;
The item contained hidden defects;
Items were left in pockets; or
The result is due to an inherent characteristic of the fabric, dye, trim or material.

Each situation will be considered on its individual circumstances.

7. Subscription cancellations

Customers may request cancellation of a subscription at any time.

Cancellation will generally prevent future recurring charges after the cancellation has taken effect.

Unless otherwise stated for a particular subscription plan, cancellation does not automatically entitle a customer to a refund for a subscription period that has already commenced or services that have already been used.

Where applicable law provides a customer with a cancellation or refund right, that right will apply.

8. Recurring payments

Where a customer has authorised recurring payments for a subscription, the applicable subscription amount may be charged according to the billing schedule communicated at the time of purchase.

Customers wishing to stop future recurring payments should contact Sorted Laundry before the next scheduled payment where reasonably possible.

9. Refund method

Where a refund is approved for a payment, the refund will be made to the original payment method.

10. Refund processing time

Once a refund has been approved and processed by Sorted Laundry, the time for the funds to appear in the customer's account may depend on the payment provider, bank or payment method used.

Sorted Laundry cannot guarantee the processing time of a third-party bank or payment provider.

11. No cash refunds where prohibited

Where payment was made electronically, Sorted Laundry may process the refund through the original payment method rather than providing a cash refund, subject to applicable law.