Version v3.0 · Effective 14 June 2026
This Refund Policy explains how Laundra handles refunds, cancellation-related reimbursements, operational payment adjustments, Platform credits, no-show charges and booking-related financial outcomes through the Laundra Platform.
This Policy forms part of the Laundra Terms of Service, Damage and Dispute 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 refund requests, cancellation-related reimbursements, booking-related payment adjustments, no-show situations and dispute-related financial outcomes.
1.3 Nothing in this Policy removes statutory consumer rights or legal rights that cannot lawfully be excluded.
2.1 Refund eligibility depends on the operational stage of the booking, the timing of cancellation, the evidence available, the outcome of any dispute review, applicable Platform policies and applicable law.
2.2 Submission of a refund request does not automatically guarantee approval of a refund.
2.3 Laundra may approve full refunds, partial refunds, Platform credits, payout adjustments or other operational outcomes where reasonably appropriate.
2.4 Refund-related decisions may involve operational review, dispute investigation, fraud checks, verification procedures, payment-processor review or chargeback handling before completion.
2.5 Refund processing times may vary depending on payment processors, banks, operational review procedures or technical processing requirements.
3.1 A booking may be completed automatically or manually depending on the operational flow of the Platform.
3.2 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.
3.3 Customers may nevertheless submit disputes or refund-related complaints within fourteen days after delivery, collection or completion, in accordance with clauses 16.4, 18.2 and 19.2 of the Terms of Service and the Damage and Dispute Policy.
4.1 Customers may cancel bookings through the Platform subject to the applicable cancellation framework.
4.2 Where cancellation occurs before a Provider has accepted the booking, the Customer will generally not be charged for the booking unless otherwise disclosed through the Platform.
4.3 Where a booking has been created and before the Provider has departed for pickup or operational travel, the following cancellation fee structure applies based on the time remaining before the scheduled pickup or drop-off window:
4.4 The cancellation framework described in this section reflects clauses 13.2 to 13.5 of the Terms of Service and applies in addition to any statutory consumer rights, including the right of withdrawal where applicable under clause 27 of the Terms of Service.
4.5 Where cancellation occurs after operational travel, arrival at the pickup location or other incurred operational activity, Laundra may apply cancellation fees, pickup fees, Provider compensation adjustments, no-show charges, failed-attempt fees or other operational charges where lawful and proportionate.
4.6 Applicable cancellation-related charges are generally disclosed through the Platform before booking confirmation or cancellation confirmation.
5.1 Where a Provider cancels a booking after acceptance, Laundra may determine an appropriate operational outcome depending on the circumstances.
5.2 This may include:
5.3 Where a Provider cancels after operational travel has begun or after arriving at the Customer location, Laundra may provide compensation, Platform credit or another reasonable operational outcome where appropriate.
5.4 Repeated Provider cancellations may affect Provider visibility, booking eligibility, trust scores or continued access to the Platform.
6.1 A failed pickup, failed delivery or no-show situation may arise where a Customer or Provider is unavailable, inaccessible, cannot be contacted, refuses handover or otherwise prevents completion of a booking.
6.2 Where lawful and proportionate, Laundra may apply no-show fees, failed-attempt fees, pickup fees, redelivery-related charges or other operational charges.
6.3 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.
6.4 Customers may become responsible for no-show charges where a Provider has already travelled to the location or reasonably incurred operational costs.
6.5 Providers must not falsely report no-show situations or failed attempts.
6.6 Laundra may review booking records, messages, timestamps, operational logs and available evidence when determining operational outcomes relating to failed-attempt disputes.
7.1 Customers may request refunds or compensation relating to:
7.2 Such requests are generally reviewed in accordance with the Damage and Dispute Policy.
7.3 Laundra may review evidence submitted by Customers, Providers and operational systems before determining a Platform-level outcome.
7.4 Refunds relating to disputes may include:
7.5 Refund eligibility may be reduced or rejected where:
8.1 Laundra may issue Platform credits instead of or in addition to monetary refunds in certain operational situations.
8.2 Platform credits may be issued for:
8.3 Unless otherwise stated, Platform credits:
8.4 Laundra may revoke Platform credits where fraud, abuse or misuse is detected.
9.1 Approved refunds are generally processed back to the original payment method where reasonably possible.
9.2 Where a Customer cancels a booking before payment has been captured by Laundra, the payment authorisation is released by the payment processor and the amount becomes available in accordance with the processor's standard timing, which is typically immediate although the Customer's bank may take several business days to reflect the release.
9.3 Where a refund is approved after payment has been captured, Laundra will initiate the refund through the payment processor without undue delay and, in any event, within fourteen days after communicating the refund decision to the Customer, in accordance with applicable consumer protection law.
9.4 The Customer's bank or card issuer may require additional business days to reflect the refunded amount.
9.5 In certain operational situations, refunds may instead be issued as:
9.6 Refund processing times may vary depending on:
9.7 Laundra is not responsible for delays caused by payment processors, banks or external financial institutions.
10.1 Customers are encouraged to attempt resolution through the Platform before initiating chargebacks unless fraud or unauthorised payment activity is suspected.
10.2 Laundra may submit booking records, communications, operational evidence, cancellation history, dispute history, scale evidence, delivery evidence and other relevant information during chargeback investigations.
10.3 Where chargebacks are initiated fraudulently, abusively or in bad faith, Laundra may:
10.4 Providers may become responsible for certain chargeback-related losses where fraud, false evidence, misconduct or breach of Platform rules is involved.
11.1 Refund requests may be reviewed using:
11.2 Laundra may delay, restrict, reject or reverse refunds, credits or payout adjustments where reasonably necessary for:
11.3 Certain operational systems may involve automated analysis, operational scoring or behavioural monitoring.
11.4 Where required by applicable law, Users may request review of significant operational restrictions or decisions.
12.1 Refunds and compensation relating to damaged items, missing items or service-quality disputes remain subject to the applicable compensation framework described in the Damage and Dispute Policy.
12.2 Unless otherwise required by applicable law and subject to the circumstances of the claim, Platform-level compensation relating to a booking is limited to a maximum of €200 per booking in accordance with clause 18.5 of the Terms of Service and the Damage and Dispute Policy.
12.3 Nothing in this Refund Policy guarantees:
13.1 Users are expected to participate honestly in refund-related workflows.
13.2 Laundra may reject refund requests, suspend accounts, restrict functionality, reverse credits, withhold payouts or take additional operational action where a User:
14.1 Laundra may retain refund-related information including:
14.2 Such information may be retained for:
14.3 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.
15.1 Laundra may update this Refund Policy from time to time.
15.2 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.
15.3 Continued use of the Platform after the effective date of an updated Policy may constitute acceptance where permitted by law.
16.1 This Policy is governed by the laws of the Republic of Cyprus.
16.2 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 relating to refunds, payment adjustments or booking-related financial outcomes 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