Refund, Cancellation & Dispute Policy

Washermann Africa Ltd · Effective date: September 1, 2026

1. How payment and escrow work

When you place an order, the quoted WashPoints (WP) are deducted from your wallet and held in escrow. Escrowed WP are only released to the Vendor/Rep/Washermann when the order is completed and confirmed (or auto-completed after the confirmation window). This protects you: funds are not released until the service is done. The Naira backing your WashPoints is held in a segregated customer-funds (trust) account with a licensed Nigerian bank until then.

2. Cancelling an order

  • Before pickup / before a Rep is assigned: you may cancel and your escrowed WP are fully returned to your wallet.
  • After a Rep is assigned / en route: cancellation may attract a handling charge to cover dispatched effort. The applicable charge (if any) is shown before you confirm the cancellation.
  • After garments are picked up / with the vendor: cancellation is generally not possible; the order proceeds and standard claim/dispute rights apply instead.

3. Failed or undelivered orders

If an order cannot be fulfilled (e.g. no vendor available, service failure not caused by you), the escrowed WP are returned to your wallet. Where the failure caused you a direct loss, contact support.

4. Refunds — form and timing

  • Refunds are ordinarily made as WashPoints returned to your wallet, usually promptly after the refund is approved.
  • Cash refunds to your original payment method are made only where: (a) a top-up debited your bank but no WP were credited (a payment/technical failure), or (b) the law requires a cash refund. Cash refunds are processed via our payment processor and timing depends on the bank/processor.
  • Refunds are net of any non-refundable handling charge properly disclosed to you.

5. Damaged, lost, or unsatisfactory garments

Claims about garment loss, damage, or care outcomes are handled under the Garment Liability & Care Terms, including the claim window, evidence requirements, and liability caps. Remedies may include re-cleaning, WP credit, or compensation within the cap.

6. Raising a dispute

  1. Contact support first at support@washermann.com within the claim window with your order reference, description, and photos/evidence.
  2. We review with the Vendor/Rep and aim to resolve within a reasonable period.
  3. If unresolved, our disputes team makes a final internal determination.
  4. If you remain dissatisfied, you may pursue rights under the laws of the Federal Republic of Nigeria and may complain to the FCCPC.

7. Chargebacks

If you initiate a bank chargeback instead of using this process, we may suspend your account pending resolution and may reverse related WP/orders. Please use our dispute process first.

8. Abuse

Repeated, bad-faith, or fraudulent refund/dispute claims may lead to suspension.

9. Contact

support@washermann.com · 09049507121