Terms & Condition
The Application allows you to place service request for clothing from laundry service providers which, at your option when placing the request, may be delivered to you by a laundromat. Dobby Walla does not own the laundry service and does not control the laundromats, the Delivery Service Providers or any services provided by them. You understand that any order that you place shall be subject to the product availability and delivery location serviceability of the laundromats.
All the service order and delivery bookings placed on the Application (“Dobby Walla”) are treated as confirmed. You shall not be entitled to cancel a Laundry Service Order after it is confirmed. If you cancel a Laundry Service Order after it has been confirmed, you remain liable to pay the applicable fees for the Laundry Service Order in full regardless of whether it has been confirmed by the laundromats. Neither Dobby Walla nor the Laudromats shall be responsible to retain the Laundry Service Order for your collection after the said period has lapsed.
Upon your placement of a Laundry Service Order, the laundromats may call you on the telephone or mobile number provided or otherwise contact you to confirm the details of the order, any change in the Laundry Service Order (for instance, due to unavailability), the price to be paid or any change thereof and/or the estimated delivery time. For the avoidance of doubt, Dobby Walla is not involved in and will not be responsible for any such separate arrangement between you and the laundromats.
Dobby Walla, the laundromats may not process your Laundry Service Order in the event you are unavailable on the phone at the time of the call for confirming the order or otherwise uncontactable, if the requested delivery location falls outside the delivery zone offered in the Application, or unavailability of items ordered.
The prices of service reflected in the Application are determined solely by the Laundromats and are listed for information only.
Prices of services as reflected in the Application may, for reasons such as technical issue, typographical error or outdated service information supplied by the laundromats, be incorrectly reflected and in such an event the laundromats may cancel your order(s).
If you wish to use or apply any promotion codes or discounts, you must enter the available promotion codes or discounts upon checkout of the Laundry Service Order. All promotion codes and discounts are subject to its specific terms and conditions, are mutually exclusive and cannot be combined with other promotions, unless otherwise stated. The price payable for the discounted services may be rounded and will be set out on the check out page for your Laundry Service Order. You agree that we are not obliged to accept late submission of promotion codes and discounts after the checkout process has been completed. Dobby Walla will not be liable for any losses, damages, costs and expenses suffered or incurred as a result of the theft or illegal or fraudulent usage of any promo codes and discounts. Dobby Walla may take any action against you if you have been found to be using any promotion codes and discount in an illegal or fraudulent manner, including without limitation, suspending or terminating your user account. Pursuant to arrangement or agreement between you and the laundromat pursuant to Clause 1.1.3 above, you may no longer be eligible for the promotion code(s) or discount(s) for the order placed. In such circumstances, we reserve the right to remove the application of the promotion(s) or discount(s) from the order(s) placed or otherwise carry out the necessary action to correct the promotion(s) or discount(s) which has been incorrectly applied.
The laundromats shall be solely responsible for any warranty in relation to, and quality of, the service given to you.
You are responsible for ensuring that the delivery details entered by you on the Application are accurate and complete. Dobby Walla shall not be liable in the event of late delivery or non-delivery or late pickup of services that you order by reason of erroneous delivery details entered by you on the Application. Dobby Walla will only ensure the clothes will be delivered by less than 48 hours from the time of picking up.
After the delivery of the service, you shall solely be liable for demurrage or loss, damage, contamination, soiling or detention of the clothes (including but not limited to containers) whether caused directly or indirectly by you or any person acting on your behalf.
Merchant Customer Refund Guidelines
Dobby Walla Services views laundry service accuracy of all laundry services made on the Dobby Walla platform seriously. Not only does it provide customer satisfaction, but at the same time, it solidifies the brand name as a trusted Merchant Partner within the Dobby Walla platform. This is why Dobby Walla has been happy to refund customers on behalf of Merchant Partners for a variety of reasons, such as missing or incorrect clothes as well as a variety of service complaints as stated in the table below.
Refunds, however, are just a quick fix. What really matters is minimizing errors in the service. To achieve this, we need to work together so that a long term solution of reducing customer complaints can be attained and refunds may be kept to a minimum.
Dobby Walla Services shall enforce the Customer Refund on all Merchant-Laundromats following the relevant categories below. Do note that all Merchant-Partners will be given a 4 week grace period before refund is charged. Once the 4 week grace period is up, Dobby Walla Services shall deduct a portion of the refunds from the Merchant-Laudromats wallet weekly, at the store level, subject to the threshold of services as determined below.
Thresholds of services with issues are stated as follows, and are at the store level:
Complaints exceed 1% of total weekly completed services , AND
Number of complaints received exceed the threshold of 3 for the whole week
User refund amount and examples can be found in the table below:
Customer Refund Amount from Merchant
Full service Value*
- Dirty Clothes involving smelly clothes, dirt and any other displaying of unclean service.
*excluding tough stains such involving special wash.
Full service Value*
- clothes received by the customer were different from the picked up.
Full service Value*
- Part of the clothes (or whole cloth) was missing.
Full service Value*
- Clothes which stained, torn or any sort of damaged during the service by the laundromat
*Inclusive of Tax, Less Commission and Merchant Funded Campaigns/Discounts (if any)
*Note that the above list is not fixed and is subject to revision by Dobby Walla Services.