Terms of Service

1. Who we are and these terms

WashBliss ("WashBliss", "we", "us") is a laundry pickup and delivery service operating in Da Nang, Vietnam. These Terms of Service govern every order you place through our website. By booking an order you agree to these terms. We may update them from time to time; the version in force is the one published here when you place your order.

2. Definitions

• Order — a booking you submit for us to collect, clean, and return your laundry.
• Items — the garments and textiles you hand to us for cleaning.
• Services — the collection, washing, folding, ironing, and delivery we provide.
• Event Outside Our Control — anything beyond our reasonable control, such as extreme weather, flooding, power or water outages, strikes, or government restrictions.

3. Placing an order

You place an order by completing the booking flow on our website. Please check your details before submitting. Your order is a request — a contract between us only forms once we confirm your booking by email. If we can't accept your order (for example, your address is outside our service area), we'll tell you and won't charge you.

4. Service tiers and turnaround

We offer three service tiers: Economy (about 3 days), Standard (next day), and Express (same day). Turnaround times are counted from collection and depend on the collection window you choose. We'll always give you the estimated delivery date at booking. Turnaround targets are goals, not guarantees, and may be affected by an Event Outside Our Control.

5. Pricing, weight, and your final invoice

Our prices are charged per kilogram, shown to you at booking. The estimate you see when you book is based on the weight you enter. Your final invoice is calculated from the actual weight of your laundry once we weigh it at our facility, at the per-kilogram rate for your chosen tier. If the actual weight differs from your estimate, your total will be adjusted accordingly and we'll send you the final amount before or on delivery.

A minimum order value of 199,000₫ applies to every order. If your laundry comes in below the minimum, you'll be charged the minimum.

6. Delivery area and fees

We serve central Da Nang and the surrounding area. Delivery fees are based on the driving distance from our facility to your address:

• 8 km or less — free delivery
• Over 8 km, up to 11 km — 40,000₫
• Over 11 km, up to 13 km — 60,000₫
• Over 13 km — outside our current service area (we can't take the order)

The exact fee is calculated and shown to you at checkout based on your address. If you enter an address without selecting it from the map suggestions, we'll determine the distance from the address you provide.

7. Payment

You can pay by international card (Visa, Mastercard, and Amex) or by cash on delivery. Card payments are processed securely by Stripe — the payment platform behind companies like Amazon and Booking.com — and your card details never touch our servers. Because your final total depends on the weighed weight, any balance between your estimate and the final invoice is settled at delivery.

8. Changing, cancelling, or rescheduling

You can change, cancel, or reschedule your order free of charge any time before we collect it — just contact us as early as you can. Once we've collected your laundry, cancellation may not be possible if cleaning has already started. We may charge a reasonable fee for repeated last-minute changes or missed collection windows where our team has already travelled to you.

9. Our right to cancel

We may cancel your order if we're affected by an Event Outside Our Control, if your items are unsuitable for our process, or if your address turns out to be outside our service area. If we cancel before starting work, you won't be charged; if you've already paid, we'll refund you.

10. Collection, delivery, and unclaimed items

We collect and deliver within the 2-hour windows you choose and message you before we arrive. If we can't reach you or complete delivery after reasonable attempts, we'll hold your laundry safely and arrange a new time. Items left unclaimed for 90 days, despite our attempts to contact you, may be donated or disposed of.

11. Service standards and items we can't accept

We clean every order on its own — your laundry is never mixed with anyone else's. We follow garment care labels where present. You're responsible for checking pockets and telling us about delicate, valuable, or specially treated items before collection.

We can't accept liability for damage to items that carry no care label, are already worn or damaged, require specialist or dry-clean-only treatment we haven't agreed to, or contain hazardous materials. Please don't include money, jewellery, electronics, or other valuables in your laundry — we aren't responsible for them.

12. If something goes wrong

If you're not happy with your order or believe an item is missing or damaged, tell us within 24 hours of delivery so we can investigate while the details are fresh. Nothing in these terms affects your statutory rights as a consumer to a service carried out with reasonable care and skill.

13. Our liability to you

We take care of your laundry, but in the rare event an item is lost or damaged through our fault, our compensation is limited as follows:

• For any single item, the lower of ten times the cleaning charge for that item or 500,000₫.
• For any order overall, compensation is capped at ten times the order value.
• We don't accept liability for any item with a value over 2,000,000₫ unless you declared it and we agreed to it in writing before collection.

We're not liable for losses that weren't foreseeable, or for wear, shrinkage, or colour changes that result from a garment's own condition or care instructions rather than our handling.

14. Our quality guarantee

If you're not satisfied with the quality of the cleaning, let us know within 24 hours and we'll re-clean the affected items free of charge. Re-cleaning applies to items that haven't been worn or used since we returned them. We can't guarantee removal of every stain — some are permanent by the time laundry reaches us — but we'll always try.

15. Discount codes and promotions

Discount codes are subject to their own conditions: they may have expiry dates, can't be combined with other codes, are limited to one per order, hold no cash value, and aren't transferable. We may withdraw a promotion at any time.

16. Events outside our control

We're not responsible for delays or failures caused by an Event Outside Our Control. If one happens, we'll contact you as soon as we can and our obligations are paused for as long as it continues. You can cancel an affected order for a refund of anything you've paid for work not yet done.

17. Governing law and contact

These terms are governed by the laws of Vietnam. You can reach us any time at hello@washbliss.com or through the channels on our Contact page. For how we handle your personal information, see our Privacy Policy.