Terms & Conditions
Last updated: July 29, 2025
1. Introduction
These Terms & Conditions govern your access to and use of the services provided through pinwash.com (“we”, “us”, “Pinwash”), including pickup, laundry, dry cleaning, shoe & bag cleaning, and home‑furnishing cleaning ("Services"). By placing an order or using the Site, you agree to be bound by these Terms.
2. Eligibility & Account
Users must be at least 18 years old or have legal guardian consent.
You must provide accurate contact and address details and may be required to register an account to request pick‑up or track orders.
3. Orders & Booking
Orders are accepted once you confirm a pickup time and address via the website or app.
We reserve the right to reject or reschedule orders due to capacity, logistics, or serviceability.
4. Pricing & Payments
Prices for each service (e.g., laundry, dry cleaning) are displayed on the website and subject to change without notice.
Full payment (via online payment or wallets) is required at the time of booking or before delivery, as indicated during checkout.
5. Pickup & Delivery
We offer doorstep pickup and delivery as part of our convenience service.
Delivery estimates will be provided during booking; actual time may vary.
We are not liable for delays caused by third‑party factors (traffic, weather, etc.).
Please inspect items upon delivery and report any visible damage or issues within 24 hours of receipt.
6. Service Quality & Claims
We aim for premium-quality garment care using high-end, fabric-safe cleaning methods and detergents.
If you believe a garment was damaged or inadequately cleaned, you must submit a claim via support within 48 hours of delivery.
Eligible claims may be handled via rework or refund at our discretion.
7. Cancellations & Refunds
You may cancel or modify a pickup slot up to 12 hours before the scheduled pickup without penalty.
Cancellations within 12 hours may incur a nominal fee or no refund depending on cancellation policy details.
Refunds (if applicable) will be processed to the original payment method within 5–7 business days.
8. User Responsibilities
Ensure items are ready at the designated pickup location at the scheduled time.
We reserve the right to refuse or collect pay‑per‑use items (e.g. per‑piece surcharge) for high-cost specialty fabrics.
Do not provide items with unauthorized or hazardous residues (e.g., bleach, industrial chemicals); such items may be rejected.
9. Intellectual Property
All content on the Site (logos, text, images) is owned by Pinwash and protected by copyright.
You may not reproduce, distribute, or modify Site content without prior written consent.
10. Privacy & Data Protection
Personal data is collected, processed, and stored in line with our Privacy Policy. (You may request a copy via contact email.)
11. Limitation of Liability
Except as required by law, Pinwash is not liable for indirect, incidental, or consequential losses.
Our liability for any claim shall not exceed the service fee paid for the affected order.
12. Indemnification
You agree to indemnify and hold Pinwash and its affiliates harmless from any losses, claims, or damages arising from your violation of these Terms or usage of the Services.
13. Governing Law & Dispute Resolution
These Terms are governed by the laws of India.
Any dispute will be subject to the exclusive jurisdiction of courts located in New Delhi (or the applicable city of operation).
14. Changes to Terms
We may update these Terms at any time by posting a revised version on the Site with an updated “Last updated” date. Continued use of the Site after changes constitutes acceptance of those changes.
Privacy Policy
Effective Date: July 29, 2025
At Pinwash (“we”, “our”, or “us”), your privacy is important to us. This Privacy Policy describes how we collect, use, and protect your personal information when you use our website, mobile app, or services.
1. Information We Collect
When you interact with Pinwash, we may collect the following:
a. Personal Information
Name
Phone number
Email address
Pickup and delivery addresses
Clothing preferences or service instructions (if provided)
b. Payment Information
Payment method (UPI, card, wallet)
We do not store your credit/debit card or UPI credentials. All transactions are securely handled by third-party payment processors (e.g., Razorpay, PhonePe, etc.).
c. Device & Usage Information
IP address
Browser type, operating system
App usage behavior, clicks, and session info
Location data (only if you allow via mobile app or browser)
2. How We Use Your Information
We collect your information to:
Schedule pickups and deliveries
Process payments and invoices
Communicate via SMS, WhatsApp, email, or phone about your orders
Personalize user experience and provide service updates
Improve our website/app functionality and services
Comply with legal and regulatory requirements
3. Sharing Your Information
We do not sell or rent your personal data. We may share it with:
Logistics and delivery partners (for pickup/drop-off)
Payment gateways (to process payments securely)
Service providers (e.g., SMS/email platforms for communication)
Legal or government authorities, if required by law or court order
All third-party partners are bound by confidentiality and data protection obligations.
4. Data Security
We take reasonable precautions to protect your personal information:
Encrypted communication (HTTPS)
Secure server infrastructure
Limited internal access to sensitive information
However, no online platform can guarantee 100% security.
5. Cookies & Tracking Technologies
We use cookies and tracking tools to:
Keep you logged in
Improve user experience
Analyze website/app performance (via tools like Google Analytics)
You can disable cookies in your browser settings, though some features may stop working.
6. Your Rights
You have the right to:
Access or correct your personal information
Request deletion of your data (subject to applicable laws)
Opt out of marketing messages at any time
For any of these requests, please contact us at:
📧 laundry@pinwash.com
7. Retention of Data
We retain your information:
As long as your account is active
For a limited time after service use (e.g., for billing, audits, or reorders)
As required by law (e.g., for tax and compliance reasons)
8. Children's Privacy
Our services are not intended for children under 13. We do not knowingly collect personal data from minors.
9. Changes to This Policy
We may update this policy from time to time. All changes will be posted on this page with a revised and Continued use of our services means you agree to the updated terms.
Refund Policy
Effective Date: July 29, 2025
At Pinwash, customer satisfaction is our priority. We take great care in handling your garments and ensuring quality service. This policy outlines our approach to refunds, rewash requests, and compensation for damages (if applicable).
1. Rewash Guarantee (Free of Charge)
If you're not satisfied with the cleaning quality, we offer one complimentary rewash under the following conditions:
The complaint is raised within 24 hours of delivery.
The item has not been worn or used after delivery.
Rewash is only available for the same item, not a refund.
To request a rewash:
📧 Email us at laundry@pinwash.com
📞 Call/WhatsApp us at +91 9220831211
2. Refund Policy
We offer refunds in the following cases:
✅ When Refunds Are Applicable:
We are unable to fulfill your order due to service disruption or unavailability.
The pickup was booked but not completed, and you’ve already paid online.
A garment is damaged or lost, and our investigation confirms our responsibility (see section 3).
❌ When Refunds Are Not Applicable:
If a garment is returned clean but shows natural wear, pre-existing damage, or manufacturer defects.
If you cancel the order after pickup has already occurred.
For dissatisfaction due to garment shrinking, color fading, or material response during standard processes (especially if no care label is present or instructions were not given).
3. Damage or Loss of Garments
We exercise extreme care but in rare cases where damage or loss occurs:
We follow a maximum liability of 5 times the cleaning cost of the specific item (or INR ₹1000 per item, whichever is lower).
Items without original invoices, care instructions, or clear value may not be eligible for compensation.
Pinwash is not liable for damage caused by weak fabric, hidden stains, color bleed, or manufacturer defects.
4. Refund Process
Approved refunds will be processed within 3-5 days and it will be credited within 5–7 business to your original payment method (UPI/card/wallet).
Please allow 5–7 business days for the amount to reflect, depending on your bank/payment provider.
5. Cancellation Policy
You may cancel your booking free of charge if done at least 12 hours before your scheduled pickup.
Late cancellations or no-show at pickup may incur a nominal service fee (₹50–₹100) or no refund.
At Pinwash, we provide fast, safe, and contactless pickup and delivery services as part of our premium garment care experience. This policy outlines how our logistics process works and what you can expect during your service cycle.
1. Service Coverage Area
We currently offer pickup and delivery in select serviceable areas. You can check service availability by entering your PIN code at the time of booking or contacting our support team.
2. Pickup & Delivery Schedule
🕒 Pickup Slots: Available 7 days a week, including weekends (based on location)
🚚 Delivered within this time frame
Laundry + Steam Iron: 24–48 hours
Dry Cleaning & Shoes/Bags: 3–5 business days
Home Furnishings: 3–7 business days
Delays due to unforeseen conditions (e.g., weather, traffic, local restrictions) will be communicated proactively.
3. Rescheduling or Missed Pickup
You may reschedule your pickup or delivery up to 2 hours before the scheduled time via our app, website, or support.
If the delivery is missed due to unavailability, a redelivery attempt will be scheduled with possible charges.
4. Delivery Handling & Packaging
All cleaned items are professionally folded, packed, and sealed for hygiene and presentation.
Shoes and bags are returned in dust-free protective covers.
We advise opening your package immediately after delivery and checking for any concerns within 24 hours.
5. Delivery Charges
🆓 Free delivery is available on orders above a minimum order value.
Delivery charges if any are clearly mentioned at checkout before confirmation.