Terms of Service

Washermann Africa Ltd ("Washermann", "we", "us") Effective date: September 1, 2026

1. Agreement

By ticking "I agree" and creating an account, or by using the Washermann website www.washermann.com or apps (the "Platform"), you agree to these Terms, our Privacy Policy, WashPoints & Wallet Terms, Refund, Cancellation & Dispute Policy, and Garment Liability & Care Terms, which are incorporated by reference. If you do not agree, do not use the Platform. You must be 18 or older. We record the date, time and method of your acceptance for our records.

2. What Washermann is (and is not)

Washermann is a technology marketplace that connects customers with independent laundry vendors ("Washermen") and field representatives ("Reps") who provide pickup, cleaning, and delivery. Washermann does not itself launder garments and is not the employer of Vendors or Reps. Vendors and Reps are independent contractors responsible for the services they perform. Washermann's role is limited to operating the technology platform that connects you with independent Vendors, arranging pickup and delivery of garments through our contracted Reps, processing payment on the Vendors' behalf, and providing customer support in relation to the Platform. Washermann does not itself perform, supervise the day-to-day performance of, or direct the manner in which Vendors carry out cleaning. However, we set standards which Vendors are required to meet and against which they are rated.

3. Accounts

You must provide accurate information and keep your credentials secure. You are responsible for activity under your account. Notify us of any unauthorised use at support@washermann.com. Once you notify us of unauthorised use, we will suspend the account while we investigate; you will not be liable for orders placed after that notice unless you acted fraudulently or with gross negligence.

4. Placing orders

  • You must provide an accurate pickup address and location coordinates; orders are matched to a service area from those coordinates. Orders outside our covered areas may be rejected.
  • Prices are quoted on the Platform before you confirm, denominated in WashPoints (WP); the applicable ₦-to-WP rate is shown at the time of the transaction and is snapshotted to your order.
  • Placing an order commits the quoted WashPoints from your wallet to that order. The money you pay to buy WashPoints is held in a segregated customer-funds (trust) account with a licensed Nigerian bank, ring-fenced from Washermann's own operating funds and held on trust for customers; it is not used by Washermann as working capital. Washermann becomes entitled to the amount for an order only once that order is completed.
  • A confirmed order is an agreement between you and the assigned Vendor for the services, facilitated by Washermann.

5. Pricing, payment & WashPoints

Payments on the Platform use WashPoints, a prepaid in-app unit you purchase by topping up via our payment processor (Paystack). WashPoints are a closed-loop prepaid unit of account for use on the Platform only. WashPoints are not legal tender, do not earn interest, and are not a deposit. You cannot withdraw or cash out WashPoints to a bank account; the only circumstances in which WashPoints (or their value) are returned to you are refunds handled under the WashPoints & Wallet Terms and the Refund, Cancellation & Dispute Policy. WashPoints, wallet, top-ups, the customer-funds account, and payouts are governed by the WashPoints & Wallet Terms and Payment & Billing Terms. You are responsible for any bank/processor charges on top-ups.

6. Fulfilment, timing & handover

  • Turnaround and delivery windows shown are estimates, not guarantees, and depend on the independent Vendor and conditions.
  • On pickup, garments may be counted and logged; the logged count is used for the order. Raise discrepancies immediately.
  • You (or your authorised representative) must be available at the agreed pickup/delivery window. Failed attempts due to your unavailability may incur a re-attempt fee, shown on the Platform before you confirm the re-attempt (see the Payment & Billing Terms).

7. Your responsibilities

  • Empty pockets and remove valuables; disclose stains/special-care items.
  • Do not submit prohibited items (hazardous, illegal, biohazard, or items you do not own/have rights to).
  • Treat Vendors and Reps respectfully; abusive conduct may result in suspension (see the Acceptable Use Policy).

8. Garment care, loss & damage

Handling, care outcomes, loss/damage claims, and our liability caps are governed by the Garment Liability & Care Terms. Read them — they limit our and the Vendor's liability.

9. Cancellations, refunds & disputes

Governed by the Refund, Cancellation & Dispute Policy.

10. Referrals & rewards

Referral rewards are governed by the Referral Program Terms. We may vary, suspend, or withdraw reward rates and the program at any time; changes apply prospectively.

11. Intellectual property

The Platform, brand, and content are owned by Washermann or its licensors. You receive a limited, revocable, non-transferable licence to use the Platform for its intended purpose. You may not copy, scrape, reverse-engineer, or resell it. You grant us a non-exclusive licence to use content you submit (such as claim photos or reviews) to operate and improve the Platform and resolve disputes, and — for reviews and marketing — only with your consent.

12. Suspension & termination

We may suspend or terminate your account for breach, suspected fraud, abuse, or legal reasons. Except where we reasonably suspect fraud or a safety risk, we will give you notice and a chance to respond first. You may close your account at any time; provisions that by nature survive (payment, liability, disputes) continue.

13. Disclaimers

The Platform is provided on an 'as is' and 'as available' basis, save that nothing in these Terms excludes or limits any warranty, right or remedy that the Federal Competition and Consumer Protection Act 2018 or other applicable law does not permit us to exclude. Subject to that, and to the maximum extent the law allows, we disclaim other implied warranties. We do not warrant uninterrupted or error-free operation, or any particular cleaning outcome (which is the Vendor's responsibility).

14. Limitation of liability

To the maximum extent permitted by Nigerian law, Washermann is not liable for indirect, incidental, or consequential loss, and our total aggregate liability for any claim relating to an order is limited to the value of that order (plus any garment-liability cap in the Garment Liability & Care Terms), except for liability that cannot lawfully be limited, and except for loss caused by our gross negligence or wilful misconduct.

15. Indemnity

You agree to indemnify Washermann against direct losses we suffer as a result of your breach of these Terms, your fraud, or your misuse of the Platform, up to a maximum of the value of your order. This does not apply to losses caused by our own negligence or breach.

16. Changes to these Terms

We may update these Terms. For material changes, we will give you at least 14 days' notice in-app or by email before the change takes effect, and will post the updated Terms at www.washermann.com. We will ask you to affirmatively accept the updated Terms the next time you place an order; if you do not accept, you may close your account under §12 without penalty.

17. Governing law & disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. Before going to court, we will try to resolve your complaint under our internal process (see the Refund, Cancellation & Dispute Policy). If that does not resolve it, you may choose to refer the dispute to arbitration under the Arbitration and Mediation Act 2023, or to bring it before the courts of the Federal Republic of Nigeria; we will not require arbitration without your agreement.

18. Contact

info@washermann.com · 09049507121 · Washermann Africa Ltd (RC: 9638703), Amuwo Odofin, Lagos