Cancellation & Refund Policy

Key Policy Highlights at a Glance

⏱️ 48-Hour Claim Window Discrepancies or quality concerns must be reported within 48 hours of delivery.

🔄 Complimentary Re-Wash Eligible service issues are first addressed with free professional re-cleaning.

⚖️ Capped Liability Proven negligence compensation is limited to a maximum of 5x the service charge.

1 Scope & Service Commitment

At Aaj Laundry, we provide high-grade fabric care, industrial washing, steam finishing, and precision dry cleaning across our store network in Delhi NCR. This Cancellation and Refund Policy governs all bookings placed through our website (aajlaundry.com), WhatsApp booking desk, telephone helpline, or physical retail branches.

By scheduling a pickup or handing over garments to our pickup personnel, the customer agrees to be bound by the terms and conditions outlined below.

2 Order Cancellation Terms

Cancellation Prior to Processing: You may cancel your scheduled booking free of charge at any time prior to the garments entering our washing or dry cleaning processing cycle by notifying our customer helpline or WhatsApp support.
Cancellation After Processing Commences: Once garments have undergone sorting, spot treatment, washing, dry cleaning, or ironing at our workshop facility, orders cannot be cancelled or recalled, and full billing for the service applies.

3 48-Hour Claim Window & Mandatory Evidence

To maintain fair, prompt, and auditable verification, all claims must comply with the following mandatory requirements:

Strict 48-Hour Window: All complaints regarding count discrepancies, washing quality, finishing, or handling must be formally registered within forty-eight (48) hours of the completed delivery timestamp. Any claims raised after 48 hours will be deemed invalid, as the order is treated as inspected and accepted in good order.
Mandatory Photographic / Video Proof: Customers must provide clear, high-resolution photographs or video footage displaying the specific issue (stain, defect, or discrepancy) alongside the digital delivery invoice or order confirmation. Inquiries submitted without clear photographic or video proof cannot be processed.
Garment Availability for Physical Inspection: The garment in question must remain available in its unwashed, unworn, and unaltered state so an authorized Aaj Laundry Quality Control specialist can inspect and assess the fabric.

4 Specific Terms for Laundry Items (Wash & Fold / Wash & Steam Iron)

Everyday laundry services (billed per kilogram or per item) are processed in automated commercial wash systems. Customers must take note of the following non-claimable conditions:

Pocket Checking Responsibility: Customers are solely responsible for thoroughly checking and emptying all garment pockets prior to handover. Aaj Laundry is not liable for the loss of cash, coins, pens, keys, jewelry, watches, or electronic devices left inside pockets. Any fabric damage, ink marks, or color staining caused by foreign items (such as ink pens, crayons, or cosmetics) left in a customer's pockets voids all compensation claims.

Color Bleeding & Garment Segregation: Unless an item is explicitly declared in writing at the time of collection as having bleeding dye, Aaj Laundry is not responsible for inadvertent color transfer or bleeding affecting the item or adjacent clothes during regular wash cycles.

Normal Wear, Fraying & Shrinkage: Natural wear and tear, loose buttons, frayed seams, thinning fabric due to age, or minor thermal shrinkage typical of natural cottons during tumble-drying are standard textile characteristics and not eligible for refunds or damages.

5 Specific Terms for Dry Cleaning Items (Suits, Sarees, Lehengas, Shoes)

Dry cleaning and premium garment care require specialized solvent treatments, delicate finishing, and targeted spotting. The following terms govern dry clean claims:

Zari, Sequins, Beads & Glued Embellishments: High-end designer garments, ethnic lehengas, sherwanis, and sarees often include delicate hand embroidery, glued stones, metallic zari, and synthetic beads. Degradation of non-permanent glues, natural shedding of stones, or tarnishing/oxidation of metallic embroidery during standard chemical cleaning is handled at customer risk and is strictly non-refundable.

Pre-Existing, Deep-Set & Chemical Stains: While our facility applies professional spotting solutions, 100% removal of stubborn, pre-set stains (such as old oil, perspiration rings, perfume burns, wine, turmeric, or chemical stains) cannot be guaranteed without risking fabric tearing or color loss. Inability to safely remove deep pre-existing stains does not entitle the customer to a refund.

Footwear & Bag Spa Services: Shoe and handbag cleaning aims to deep-clean, sanitize, and revive articles. Pre-existing sole peeling, leather cracking, oxidization of yellowed rubber soles, or internal lining deterioration cannot be reversed and are non-compensable.

6 Resolution Ladder: Free Re-Service First

To ensure genuine service quality and avoid disputes, all valid quality complaints follow a progressive multi-stage resolution ladder:

Stage 1: Free Re-Clean

Direct cash or digital refunds are not provided upon first notice. Aaj Laundry reserves the primary right to re-wash, re-clean, or re-press the garment at zero additional cost.

Stage 2: Technical Review

If the item does not meet standards after re-processing, our senior technical team reviews the process logs to identify whether operational negligence took place.

Stage 3: Service Credit / Refund

Upon confirmed operational deficiency, a proportionate service credit or monetary refund will be granted in line with our liability cap.

7 Maximum Compensation & Liability Cap

In the rare instance of physical damage or loss directly caused by proven operational negligence on our part:

Service Fee Multiple: In accordance with standard dry cleaners trade association guidelines, Aaj Laundry’s total financial liability is strictly capped at a maximum of 3 to 5 times the specific service charge billed for that single garment, or ₹1,500 (whichever is lower).
No Retail Purchase Price / MRP Settlement: Under no circumstances will compensation be calculated based on the retail purchase price, designer label value, or sentimental value of the article.

8 Refund Settlement Timelines & Modes

Duplicate & Excess Payments: Any unintentional double payment or excess digital deduction via UPI (GPay, PhonePe, Paytm, etc.), card, or net banking will be refunded 100% back to the originating payment account.
Settlement Timeline: Approved refunds are initiated by our finance desk within 2 to 3 business days and typically credit to your bank account or UPI source within 5 to 7 working days, subject to bank processing cycles.
Store Credits Option: Customers may choose instant store credit added to their Aaj Laundry profile for quick use on upcoming laundry or dry cleaning bookings.

9 Customer Support & Grievance Desk

If you have an inquiry regarding a re-clean request, payment verification, or policy clarification, please contact our support desk:

Brand / Business Name: Aaj Laundry

Customer Helpline: +91 98181 80069 / 011-69655332

Support Email: support@aajlaundry.com

WhatsApp Support: +91 98181 80069 (10:00 AM – 9:00 PM, Monday to Sunday)

Store Network: Neb Sarai, Chattarpur Enclave & Malviya Nagar, New Delhi, India