WASHLYIf you cancel
Before your washer is on the way: you can cancel for a full refund.
After your washer is on the way: you get your money back except the travel fee, which goes to the washer for the trip.
Not paid yet: cancel any time at no cost.
If your washer cancels or does not arrive
You get a full refund. If your washer has not arrived 15 minutes after the booked time, use "Washer has not arrived" in your bookings and we refund you in full. A strike is recorded against the washer.
If you are not available
If your washer arrives and cannot reach you for 15 minutes, they can close the booking. The travel fee is kept for the trip and the rest is refunded.
Changing the time
Use "Change time" on your booking. If the washer had already accepted, they are asked to accept the new time or decline for a full refund.
If the wash is not right
Use "Report a problem" before you confirm. We hold the payment while we look into it and may refund you in full or in part, or pay the washer, depending on what we find.
When the washer is paid
When you confirm the wash is complete. If you do not respond, it confirms automatically 12 hours after the washer marks the job done.
How refunds are paid
Refunds go back to the Mobile Money account or card you paid with. They can take a few days to show.
Last updated: 8 October 2026. Questions? Contact us.