Version v4.0 · Effective 14 June 2026
This Damage and Dispute Policy explains how Laundra handles booking-related disputes, damaged-item claims, missing-item claims, service complaints, no-show situations, refund-related disputes and operational investigations through the Laundra Platform.
This Policy forms part of the Laundra Terms of Service, Refund Policy, Provider Agreement and related Platform policies.
In this Policy, "Laundra", "we", "us" and "our" refer to A.M.K. Ecoleaf Ltd trading as Laundra. "Customer" refers to a User requesting services through the Platform. "Provider" refers to an independent service provider offering services through the Platform.
1.1 Laundra operates a technology marketplace connecting Customers and independent Providers for everyday laundry, ironing, pickup and delivery services.
1.2 This Policy establishes the operational framework used by Laundra to review disputes, investigate complaints, assess evidence, manage booking-related issues and determine Platform-level outcomes.
1.3 Nothing in this Policy removes statutory consumer rights or legal rights that cannot lawfully be excluded.
2.1 Laundra is designed primarily for everyday household laundry and ironing services.
2.2 The Platform is not intended for specialist luxury garment preservation, museum-grade textile restoration, specialist dry-cleaning guarantees or highly specialised fabric treatment unless expressly stated otherwise by a Provider.
2.3 Customers submitting luxury, delicate, specialist-care or unusually high-value items acknowledge that such items may involve increased operational risk when compared to ordinary household laundry.
2.4 Customers are encouraged to disclose special handling requirements before handover.
3.1 Before handing items to a Provider, Customers should:
3.2 Customers should avoid submitting hazardous, unsafe, contaminated or prohibited items through the Platform.
3.3 Customers are encouraged to photograph valuable, delicate or disputed-condition items before handover.
3.4 Failure to disclose material information relating to the condition or care requirements of an item may affect eligibility for compensation where permitted by law.
4.1 Providers are expected to handle Customer items with reasonable care, skill, hygiene and professionalism.
4.2 Providers must comply with Platform rules, avoid avoidable damage, upload operational evidence where applicable and communicate promptly regarding issues affecting bookings.
4.3 Providers must not:
4.4 Providers must respond to dispute-related communications within forty-eight hours after being notified through the Platform unless Laundra expressly grants additional time.
4.5 Where a Provider does not respond within the applicable forty-eight-hour period, Laundra may escalate the dispute for review based on the available evidence without further notice to the Provider.
5.1 Disputes submitted through the Platform may include complaints relating to:
5.2 Submission of a dispute does not automatically guarantee compensation, refund approval or Provider liability.
6.1 A booking may be completed automatically or manually depending on the operational flow of the Platform.
6.2 If a Customer receives returned items and does not raise an issue within twenty-four hours after delivery, collection or completion, the Platform may operationally treat the booking as completed, without prejudice to any statutory legal rights.
6.3 Customers should inspect returned items promptly after receipt.
6.4 Customers may nevertheless submit disputes or claims within fourteen days after delivery, collection or completion in accordance with the Terms of Service and related Platform policies.
7.1 Unless applicable law requires otherwise, Customers should generally submit disputes, damage claims, missing-item claims or booking-related complaints within fourteen days after delivery, collection or completion.
7.2 Laundra may reject claims submitted outside the applicable reporting window where the delay materially affects the investigation, evidence review or handling of the matter.
7.3 Laundra may nevertheless review late claims where exceptional circumstances apply or where required by law.
8.1 Laundra may request evidence from Customers, Providers or both parties before determining a Platform-level outcome.
8.2 Evidence may include:
8.3 Laundra may review booking history, dispute history, operational behaviour, trust indicators, account history, cancellation patterns, scale evidence and other operational information during investigations.
8.4 Where reasonably necessary for fraud prevention, dispute handling, operational integrity or legal compliance, Laundra may temporarily delay payouts, apply operational holds or restrict account functionality during an investigation.
9.1 A missing-item claim may arise where a Customer alleges that:
9.2 When reviewing missing-item claims, Laundra may consider:
9.3 Claims may be reduced or rejected where:
10.1 Damage claims may include complaints relating to:
10.2 When reviewing damage claims, Laundra may consider:
10.3 Claims may be reduced or rejected where:
11.1 Customers may dispute:
11.2 The Platform applies a fifteen percent tolerance to the difference between the estimated weight selected by the Customer at booking and the actual weight measured by the Provider.
11.3 Where the actual weight is within fifteen percent above the estimated load-size category selected during booking, the booking may proceed at the actual measured price without additional Customer approval in accordance with clause 11.3 of the Terms of Service.
11.4 Where the actual weight exceeds the applicable fifteen percent tolerance, the Customer must approve the revised price through the Platform within four hours after notification.
11.5 If the Customer does not approve the revised price within the applicable four-hour period, the booking may be cancelled, the items may be returned and applicable pickup, return or cancellation charges may apply in accordance with the Terms of Service and Refund Policy.
11.6 Providers must upload a clear photograph of the scale reading for every weighing in accordance with clause 6.4 of the Terms of Service.
11.7 Scale photographs form part of the booking record and may be made available to the Customer and used as evidence in subsequent disputes.
11.8 Laundra may review:
when reviewing weight-related disputes.
11.9 Providers who repeatedly submit suspicious or inconsistent scale evidence may face:
12.1 A failed pickup, failed delivery or no-show situation may arise where a party:
12.2 Where lawful and proportionate, Laundra may apply:
in accordance with the Terms of Service.
12.3 Operational charges relating to failed-attempt situations may include charges of up to €10 plus applicable pickup or redelivery costs where disclosed through the Platform.
12.4 Laundra may review booking records, messages, timestamps, operational logs and available evidence when reviewing failed-attempt disputes.
12.5 False reporting of failed attempts or no-show situations may result in suspension, payout review or other operational action.
13.1 Following review of a dispute, Laundra may:
13.2 Platform-level outcomes are intended to provide fair and practical resolutions based on the available information.
13.3 Laundra's operational decisions do not remove statutory consumer rights or legal rights that cannot lawfully be excluded.
14.1 The Platform compensation framework reflects the everyday laundry positioning of the Platform.
14.2 Unless otherwise required by applicable law and subject to the circumstances of the claim, the maximum total compensation payable through the Platform for damage, loss, missing items, poor quality, wrong service or related booking claims is limited to €200 per booking.
14.3 The compensation framework applies to the whole booking and not separately to each item or each claim within the booking, regardless of:
14.4 Laundra does not guarantee:
14.5 Compensation may be reduced or refused where:
14.6 Before confirming a booking, the Platform may require the Customer to declare whether the booking includes high-value, delicate or specialist-care items as described in clause 9 of the Terms of Service.
14.7 Where a Customer declares that a booking does not include such items and later submits a claim relating to such items, compensation may be reduced or refused in accordance with clauses 9.2 and 9.3 of the Terms of Service.
14.8 The declaration recorded at booking time forms part of the dispute evidence considered by Laundra.
15.1 Laundra may request proof of value before approving compensation.
15.2 Proof of value may include:
15.3 Laundra may consider depreciation, age, condition, ordinary wear and other relevant factors when assessing compensation.
16.1 Users are expected to participate honestly in the dispute process.
16.2 Laundra may reject claims, suspend accounts, restrict functionality, reverse credits, withhold payouts or take additional operational action where a User:
16.3 Laundra may retain evidence relating to fraud prevention, legal defence, operational integrity and dispute handling.
17.1 Customers are encouraged to attempt resolution through the Platform before initiating chargebacks unless fraud or unauthorised payment activity is suspected.
17.2 Laundra may submit booking records, communications, operational evidence, cancellation history, dispute history, scale evidence, delivery evidence and other relevant information during chargeback investigations.
17.3 Providers may become responsible for certain chargeback-related losses where fraud, false evidence, misconduct or breach of Platform rules is involved.
18.1 Laundra may monitor operational behaviour including:
18.2 Repeated operational issues may affect:
18.3 Certain operational systems may involve:
18.4 Where required by applicable law, Users may request review of significant operational restrictions or account decisions.
19.1 Laundra may retain dispute-related information including:
for fraud prevention, legal defence, operational integrity, accounting, regulatory compliance and dispute-handling purposes.
19.2 Certain records may be retained for at least six years from the end of the relevant financial year or longer where reasonably necessary for legal or regulatory purposes.
20.1 Laundra may participate in mediation or alternative dispute resolution on a voluntary basis where appropriate.
20.2 Consumers may have rights to contact competent consumer protection authorities, approved alternative dispute resolution bodies or supervisory authorities.
20.3 Nothing in this Policy removes mandatory legal rights that cannot lawfully be excluded.
21.1 Laundra may update this Policy from time to time.
21.2 Where changes materially affect Users, Laundra may provide notice through the Platform, by email or through another appropriate method before the updated Policy takes effect.
21.3 Continued use of the Platform after the effective date of an updated Policy may constitute acceptance where permitted by law.
22.1 This Policy is governed by the laws of the Republic of Cyprus.
22.2 Subject to mandatory legal rights that cannot lawfully be excluded, the courts of Nicosia, Cyprus shall have jurisdiction over disputes arising out of or relating to this Policy.
Questions, concerns or dispute-related communications may be sent to:
A.M.K. Ecoleaf Ltd Ioanni Makrygianni 4 Lakatamia, Nicosia, 2312 Cyprus
Email: support@getlaundra.app
Operator: A.M.K. Ecoleaf Ltd (HE272640), Ioanni Makrygianni 4, Lakatamia, Nicosia 2312, Cyprus. Contact: info@getlaundra.app