1. Acceptance of Terms
By creating an account or using the Clothify platform, you agree to be bound by these Terms & Conditions. If you do not agree with any part of these Terms, you must immediately cease all use of the Platform.
2. Eligibility
Users must be at least 18 years of age or have the consent of a parent or legal guardian to use the Clothify platform.
3. Order Placement
All orders submitted through the Clothify platform are subject to acceptance by the selected Laundry Merchant. Clothify reserves the right to decline, cancel, or modify any order where necessary for operational, security, or legal reasons. An order shall only be deemed accepted once confirmed by the Laundry Merchant through the Platform.
4. Pickup & Delivery
Customers are responsible for ensuring that an authorized person is available at the Customer’s location to hand over and receive laundry items from the delivery partner during the scheduled pickup and delivery windows.
If no such person is available at the scheduled time and location, Clothify or the Laundry Merchant reserves the right to charge additional fees for redelivery or rescheduling.
Picking up or collection and delivery times are provided as estimates only and may vary due to factors including, but not limited to weather conditions, traffic, operational constraints, public holidays, or other unforeseen circumstances beyond Clothify’s reasonable control.
5. Order Cancellation
Orders may be cancelled free of charge at any time prior to pick up or collection of the laundry items by a delivery partner.
Once an order has been picked up or collected by a delivery partner, it shall be deemed to be in progress and no longer eligible for free cancellation.
If a Customer cancels an order after pick up or collection by a delivery partner, the customer shall be responsible for all applicable charges, including:
- The collection fees.
- The return delivery fee.
- Any service or processing costs already incurred by the Laundry Merchant.
All outstanding charges (if any) must be settled in full prior to the return of the items to the Customer.
6. Inspection of Items
Customers are responsible for inspecting all garments and personal items before handing them over to a delivery partner for laundry services.
Customers should notify the Laundry Merchant or Clothify of any relevant information relating to the garments, including but not limited to:
- Existing stains.
- Tears or damage.
- Delicate or special-care fabrics.
- Missing buttons or embellishments
- Special washing or handling instructions.
- Any valuable or personal items left inside pockets.
Clothify and its laundry merchants shall not be liable for any loss or damage resulting from undisclosed defects or inaccurate care instructions.
7. Prohibited Items
Customers must not submit any item that is prohibited by law or unsuitable for processing, including but not limited to cash or other valuable items, jewellery, electronic devices, hazardous materials, illegal substances, weapons, explosives, flammable materials, or biohazardous items.
Clothify and its Laundry merchants reserve the right to refuse, return, or dispose of any prohibited items at the Customer’s risk and expense and Clothify may report any such items to the relevant authorities where required or permitted by applicable law.
8. Lost or Damaged Items
Clothify shall take reasonable measures to ensure every item submitted for laundry service is handled carefully.
In the event that an item is reported as lost or damaged, Clothify shall conduct a reasonable investigation which may involve the Delivery Partner, Laundry Merchant and the Customer.
Any compensation, where applicable, shall be determined in accordance with Clothify’s Order Protection Policy and shall not exceed the maximum compensation limits specified therein.
Clothify shall not be liable for:
- Normal wear and tear.
- Colour fading.
- Shrinkage or damage resulting from manufacturer’s defect; or
- Damage resulting from inaccurate or misleading garment care labels or Customer instructions.
9. Order Protection
Eligible orders may be covered under Clothify’s Order Protection Programme, subject to verification and investigation.
Fraudulent or misleading claims may result in denial of compensation, suspension of the Customer’s account and possible legal action.
10. Customers’ Claims
Customers must report missing, damaged, or incorrect items within 24 hours of delivery.
Failure to report within this period may result in the claim being deemed waived and may render the Company not liable for any compensation.
Customers shall provide all information reasonably requested by Clothify to assess the claim, including but not limited to photographs, receipts, and proof of ownership.
11. Unclaimed Laundry
Completed orders that remain uncollected or undelivered due to the unavailability of the Customer for more than thirty (30) days after notification to the Customer may be subject to storage charges, as determined by Clothify or the Laundry Merchant.
Laundry that remains unclaimed for more than ninety (90) days after all reasonable attempts has been made to contact a Customer may be donated, recycled, or otherwise disposed of.
Clothify and its Laundry Merchants shall not be liable for any loss or damage arising from such storage, donation, recycling, or disposal of unclaimed items.
12. Payments
All applicable fees, including but not limited to service charges, delivery fees, taxes, and any additional charges, shall be paid in full prior to the completion or release of any order, unless otherwise expressly allowed by Clothify.
Failed or reversed payments may result in suspension of the Customer’s account or delay in delivery of the Customer’s items until all outstanding amounts have been settled.
13. Refund Policy
Refunds may be issued where Clothify determines, acting reasonably and after a review, that a refund is justified, including in cases of service failure, loss, damage or material deviation from the agreed service.
Delivery or service charges are generally non-refundable once pick up has commenced, except where the cancellation or service failure is attributable to Clothify or its service providers.
Approved refunds will be processed to the original payment method within 24-72 hours or subject to the applicable payment provider timelines.
14. Customers’ Responsibilities
Customers agree to:
- Provide accurate and complete addresses and contact information.
- Ensure that all garments sent are lawful to transport.
- Remove all valuables and personal items from clothing.
- Cooperate reasonably with Clothify in the event of any investigations or claims.
Customers shall be responsible for any delay or damage arising from inaccurate or incomplete information provided by them, to the extent that such delay or damage is directly attributable to the Customer.
15. Privacy & Data Protection
Clothify collects, stores, and processes personal information only for the purpose of providing its services, improving user experience and complying with its legal obligations and shall ensure that such information are not fraudulently used.
By using the platform, the Customer consents to the collection and processing of his/her information in accordance with Clothify’s Privacy Policy.
16. Account Suspension
Clothify reserves the right to suspend or permanently terminate any account involved in fraud, abuse, harassment, repeated policy violations, chargeback fraud, or any activity that threatens the integrity of the platform.
17. Force Majeure
Clothify shall not be liable for delays or failure to perform its obligations where such delay results from events beyond its reasonable control, including natural disasters, strikes, civil unrest, government restrictions, internet outages, pandemics, or restriction/disruption in movement.
18. Limitation of Liability
To the full extent permitted by law, Clothify’s liability shall be limited to the amount paid by the Customer for the affected order or the applicable compensation available under the Clothify Order Protection Programme, whichever is applicable.
Clothify shall not be liable for indirect, incidental, consequential, or special damages.
19. Governing Law & Dispute Resolution
These Terms & Conditions shall be governed by the laws of the Federal Republic of Nigeria.
The parties agree to first attempt to resolve disputes amicably. Where a resolution cannot be reached, disputes shall be submitted to the competent courts in Nigeria.
20. Amendments
Clothify reserves the right to amend these Terms & Conditions at any time. Updated versions shall become effective immediately upon publication in the platform or in Clothify’s official website. Use of the platform constitutes acceptance of the Terms or revised Terms.