Damage & Loss Policy
If Something Goes Wrong, We Fix It
Commercial laundry handles thousands of garments a week, and occasionally something goes wrong. A stain comes back, an item doesn’t, a delicate fabric reacts unexpectedly to a cycle. When that happens, here’s how WashMe handles it.
The policy in one sentence
If an item is damaged or lost in our care, we cover it — just contact us.
How it works
- Spot the problem. When your laundry comes back, check the return — we deliver with enough time for you to unpack and look things over.
- WhatsApp us. Message +34 663 171 568 with a photo or a description of what went wrong. The sooner the better — ideally within 48 hours of delivery, while the details are fresh.
- We’ll resolve it. Depending on the situation: a re-wash if the issue is cleaning, a replacement or reimbursement if the item is damaged or lost, or a credit toward your next pickup if you prefer.
No forms, no caps on common items
We don’t run a claims process with forms and paperwork for everyday items. If we damage a shirt, we replace the shirt. If a pool towel goes missing, we replace the towel. The only time we’ll want to talk through the details is for high-value items (designer garments, antiques, unusual fabrics) — which is why we ask customers to flag anything unusually valuable when they hand it over.
What we ask from you
- Check pockets. Items left in pockets (phones, jewellery, keys) can be damaged or lost during washing. We check where we can, but the final responsibility is yours.
- Flag valuables. If a garment is worth more than a few hundred euros — a designer coat, a couture dress, a silk suit — tell us at pickup. We’ll handle it with extra care and document the handover.
- Don’t send items you can’t replace. A one-of-a-kind sentimental garment is better hand-washed at home. We’re honest about this — no commercial laundry should make a claim that it can guarantee zero risk on irreplaceable pieces.
Why we’re straightforward about this
A customer shouldn’t have to read terms and conditions to figure out whether a laundry service will back up its work. We’re a local business serving neighbors — most of our customers come back every week. That only works if we’re easy to deal with when something occasionally goes wrong.
Contact
- WhatsApp: +34 663 171 568
- Email: info@washme.es
- Address: Av. del Golf 25, Urb. Riviera Sol, 29649 (Mijas), Málaga