Terms and Conditions of Getwash Laundry Services

Edition: April 30, 2025

These Terms and Conditions govern the use of services provided by PT Getwash Professional Solution (“Getwash”, “we”, or “the Company”). By using our services, you acknowledge that you have read, understood, and agreed to be bound by the following terms:

1. Definitions

• Service: All laundry services provided by Getwash, whether through the application, website, or physical outlets.
   

• User: Any individual or entity utilizing Getwash services.
   

• Items: Clothing, shoes, bags, and/or other articles submitted for cleaning through Getwash services.
   

2. General Provisions

• Services are only available to users who have registered and verified their accounts.
   

• Getwash reserves the right to refuse service requests if there is any indication of a violation of these terms or for other security reasons.
   

• Outlet operating hours and pickup/delivery services follow the schedule of each specific location.
   

3. Order Process

• Orders can be placed through the application, website, or directly at the outlet.
   

• Estimated processing time and pricing will be informed prior to order confirmation.
   

• Orders that are already in the cleaning process cannot be cancelled unilaterally by the user.
   

4. Services

• Dry Cleaning
  Garments will be inspected first for fabric type and stains.
  Not all stains can be removed 100%, especially old or stubborn ones.
  Get Wash is not responsible for damage if the fabric is not suitable for dry cleaning standards.
   

• Wet Cleaning
  Only garments suitable for wet cleaning will be processed.
  Slight changes in fabric shape may naturally occur as a result of the wet cleaning process.
  Please ensure care labels on garments are still readable.

• Shoe Care
  Shoes will be inspected first (soles, material, and overall condition).
  Processing time depends on the level of damage and type of material.
  We do not guarantee shoes will look brand new, but we will deliver the best results based on their condition.
   

• Shoe Polish
  Only applicable for genuine or synthetic leather shoes.
  Polish color will be matched to the dominant shoe color unless a specific request is made by the customer.
  Not recommended for suede, nubuck, or canvas shoes.

• Bag Spa
  Special treatment for both branded and non-branded bags.
  Stain removal is not guaranteed, especially for sensitive materials.
  Please empty the bag before handing it over to avoid loss of personal items.
   

• Alterations & Repair
  All tailoring/repair requests will be confirmed first with a cost and time estimate.
  Customers are required to provide clear and specific instructions.
  We are not responsible for the outcome if instructions are unclear.
   

• Kilo Laundry
  Minimum order follows the policy applicable at the time of order.
  Items are weighed, not counted (Definition of Kilo Laundry).
  Lost item claims are only accepted within 24 hours after pickup.
   

• Baby Care
  Only baby-safe, hypoallergenic detergents are used.
  All baby items are separated from other laundry and processed with high hygiene standards.
  Please inform us of any material allergies.
   

• Outdoor Gear Laundry
  Special handling for sleeping bags, backpacks, tents, etc.
  Longer processing time required (±5-7 working days).
  Odor/moisture removal is not guaranteed if the items have been stored damp for a long time.
   

• Diving Gear Laundry
  Specialized cleaning for wetsuits, fins, masks, BCDs, etc., using ocean-friendly and safe products.
  Sterilization is performed to ensure cleanliness from mold and sea odor.
  Damage inspection is done before and after cleaning, but technical servicing/repairs are not included.

5. Pricing and Payment

• Service prices are dynamic and subject to change at any time.
   

• Payment can be made via digital methods (e-wallet, bank transfer, credit/debit card) or in cash at the outlet.
   

• All digital transactions are processed through systems that comply with PCI-DSS security standards.
   

6. Item Submission

• Users are required to ensure that all items handed over have been recorded and verified by the Getwash team, either through a digital system or manual documentation, before leaving the handover location.

• Users are also responsible for thoroughly inspecting all items, including making sure that all pockets are completely emptied prior to submission to the Getwash team.

• Getwash is not liable for any personal belongings left inside clothing or other items submitted.

• If necessary, the item handover process may be documented (e.g., via photos or videos) by either the user or the Getwash team for mutual verification and protection.

• Items that are not recorded in the system or official documentation at the time of submission will be considered as not handed over to Getwash, and therefore, are entirely outside the responsibility of Getwash.

7. Damage and Loss Claims

Claims regarding unsatisfactory laundry results (e.g., damage, loss, etc.) will only be processed if the customer provides authentic unboxing video evidence upon receiving the items.

The unboxing video must clearly show:

• The package in unopened condition
   

• Full unwrapping process
   

• The claimed item(s) in their entirety
   

Rewash Requests:
Customers requesting a rewash must:

• Complete the rewash application form, and
   

• Sign the risk acknowledgment form provided by Getwash Laundry.
   

Rewash requests must be submitted within 1x24 hours after receiving the items.
Rewash processing will take a maximum of 7 (seven) business days from the date the request is approved by the Getwash team.

If the fault is proven to be on Getwash’s side, maximum compensation will be 5 times the laundry fee or a replacement based on the fair market value (whichever is lower).

8. Storage Policy

Items not picked up within 30 calendar days from the invoice date will incur a daily storage fee as follows:

• Unpaid Invoice: 1% per day of the total invoice value
   

• Paid Invoice: 0.5% per day of the total invoice value
   

Storage fees are calculated cumulatively per day starting from Day 31 and will automatically be charged upon item pickup.

Items not collected within 60 days after service completion will be considered voluntarily abandoned and will become the property of Getwash.

Getwash reserves the right to manage, recycle, or dispose of such items without obligation to compensate, replace, or return them to the customer, in accordance with applicable regulations.

9. Cancellation and Refund Policy

Order cancellations can only be made before the physical cleaning process begins.

Refunds will be processed within 7 (seven) business days after the verification process is completed.
Verification includes checking the order status and required documentation.

Refunds will be made via the original payment method unless otherwise agreed.
Third-party transaction fees (if any) are non-refundable.

10. Service Changes

Getwash reserves the right to modify prices, features, or service policies at any time without prior notice, provided such changes do not unreasonably harm users.

Getwash also reserves the right to change service operating hours, either temporarily or permanently, with or without prior notice. Changes may be made to accommodate operational needs, internal policies, or unforeseen external circumstances.

11. Account Suspension

Getwash Laundry reserves the right to suspend user accounts in the event of a violation of these Terms & Conditions.

Suspended accounts may be restricted from using Getwash services either temporarily or permanently, depending on the severity of the violation.

Examples of violations include, but are not limited to:

• Misuse of services
   

• Providing false information
   

• Submitting fraudulent or repeated unjustified claims
   

• Abusing promotions or discounts
   

• Manipulative actions to gain unauthorized compensation
   

• Using fake identities or multiple accounts for deceptive purposes
   

• Abusive, disrespectful, or harmful behavior toward customer service staff
   

12. Privacy and Security

Your personal data is protected in accordance with Getwash's Privacy Policy and applicable laws and regulations.

We ensure the confidentiality of user data and transactions through modern and encrypted security systems.

13. Governing Law

These Terms and Conditions are governed by the laws of the Republic of Indonesia.

Any disputes will first be resolved through mutual deliberation. If no agreement is reached, disputes will be settled through legal channels in the jurisdiction of PT Getwash Professional Solution.

14. Customer Service Contact

For questions, feedback, or complaints, please contact:
📧 Email: [email protected]
📞 Phone: +62 812-8860-0500 (Monday–Friday, 09:00–17:00 WIB)