Terms & Conditions
SUPAWASH KENYA OPERATIONS LIMITED TERMS AND CONDITIONS OF SERVICE Effective Date: 1 January 2025 | Version 1.0
Supawash Kenya Operations Limited | Waiyaki Way, Roysambu, Hurlingham, ABC Place — Nairobi | info@supawash.co.ke
INTRODUCTION & ACCEPTANCE OF TERMS
These Terms and Conditions ("Terms") govern the use of all laundry services provided by Supawash Kenya Operations Limited ("Supawash", "we", "us", or "our"), including self-service laundromat facilities, drop-off full-service laundry, and commercial Linen-as-a-Service ("LaaS") operations.
By depositing items, using our machines, or engaging our services in any capacity — whether in person, via telephone, WhatsApp, or any digital channel — you ("the Customer") confirm that you have read, understood, and agree to be bound by these Terms in their entirety.
We reserve the right to amend these Terms at any time. Updated Terms will be posted at our premises and on our website. Continued use of our services following any amendment constitutes acceptance of the revised Terms.
1. SERVICES OFFERED
Supawash provides the following service categories:
Self-Service Laundromat: Coin- or card-operated washing and drying machines available for customer use. Customers are responsible for loading, operating, and collecting their laundry.
Drop-Off Full-Service: Customers deposit items at the counter for washing, drying, folding, and optional ironing, to be collected at a later time.
Commercial Linen-as-a-Service (LaaS): A managed laundry solution for hotels, serviced apartments, and commercial operators, governed additionally by a separate commercial agreement.
2. BOOKING, DROP-OFF & COLLECTION
2.1 All items accepted for drop-off or commercial service must be presented at the counter and logged by a Supawash staff member. An itemised receipt will be issued at the time of drop-off.
2.2 Customers are responsible for ensuring items are correctly counted and recorded at the point of drop-off. Any discrepancy must be raised before leaving the premises.
2.3 Supawash will endeavour to complete standard drop-off orders within the timeframe communicated at the point of drop-off. Turnaround times are estimates only and may be affected by volume, equipment availability, or other operational factors.
2.4 Collected items must be inspected by the Customer at the counter prior to leaving the premises. Supawash will not accept responsibility for claims raised after the Customer has left with their items.
2.5 Uncollected items will be held for a maximum of 14 days from the date of completion. After this period, Supawash reserves the right to donate or dispose of items without liability. Storage of items beyond this period may incur a holding fee.
3. PRICING & PAYMENT
3.1 All prices are as displayed at the premises or as communicated to the Customer at the point of service. Prices are inclusive of applicable taxes unless otherwise stated.
3.2 Payment is due in full upon collection of items or upon completion of service for self-service use. Supawash accepts M-PESA, card, and cash payments where facilities are available.
3.3 For commercial LaaS accounts, payment terms shall be as agreed in the applicable commercial service agreement.
3.4 Supawash reserves the right to withhold items until outstanding balances are settled in full.
3.5 Promotional pricing, vouchers, or subscription packages are subject to their own specific terms and may not be combined with other offers unless expressly stated.
4. GARMENT CARE & CUSTOMER RESPONSIBILITIES
4.1 Customers are responsible for checking care labels and advising Supawash staff of any special handling requirements at the point of drop-off. Supawash will process items according to standard laundry practices unless specific instructions are provided and recorded.
4.2 Supawash will not be liable for damage resulting from: (a) the Customer's failure to disclose special care requirements; (b) pre-existing damage, wear, or deterioration not identified at drop-off; (c) items that cannot safely withstand standard laundering processes due to the nature of the fabric or construction.
4.3 Customers must remove all items from pockets prior to drop-off. Supawash is not responsible for damage to garments or machines caused by items left in pockets, including but not limited to keys, coins, pens, or electronic devices.
4.4 Hazardous, flammable, or contaminated items — including items soiled with bodily fluids, chemicals, or biohazardous material — must be declared at drop-off. Supawash reserves the right to refuse such items.
4.5 Supawash will exercise reasonable care in handling all items. However, given the nature of laundering, slight shrinkage, colour fading, or texture change may occur with certain fabrics. Supawash is not liable for such changes where standard care instructions have been followed.
5. SELF-SERVICE LAUNDROMAT RULES
5.1 Customers using self-service facilities must follow all posted operating instructions. Misuse of machines may result in damage, for which the Customer may be held financially liable.
5.2 Only laundry-appropriate detergents and softeners may be used in machines. Use of bleach, solvents, or other unapproved chemicals is strictly prohibited and may cause damage to machines and other customers' items.
5.3 Customers must remain on the premises or return promptly when their cycle is complete. Supawash staff may remove and set aside laundry left in completed machines to accommodate other customers. Supawash is not liable for items left unattended.
5.4 Children under the age of 12 must be supervised by an adult at all times within the laundromat facility.
5.5 Supawash reserves the right to refuse access to any customer whose conduct is disruptive, threatening, or in violation of these Terms.
6. LIMITATION OF LIABILITY
6.1 Supawash's total liability for any loss or damage to a Customer's items shall not exceed five (5) times the price paid for the service relating to those items, or the verified replacement value of the item, whichever is lower.
6.2 Supawash is not liable for: (a) loss of income, business, or profit arising from delayed or damaged items; (b) sentimental or non-monetary value attributed to items; (c) damage caused by inherent defects in items not disclosed at drop-off; (d) loss or damage arising from circumstances beyond Supawash's reasonable control, including power outages, equipment failure, or force majeure events.
6.3 Where an item is confirmed as lost through Supawash's fault, compensation shall be determined in accordance with Section 8 of these Terms.
7. STATUTE OF LIMITATIONS ON CLAIMS
IMPORTANT: All claims relating to missing, damaged, or incorrectly processed items must be submitted within fourteen (14) calendar days of the date of collection or, in the case of uncollected items, within fourteen (14) calendar days of the notified completion date. Claims submitted after this period will not be considered under any circumstances.
7.1 Any claim submitted after the 14-day limitation period shall be absolutely time-barred. Supawash shall have no obligation to investigate, acknowledge, or compensate any claim raised outside this period, regardless of the circumstances.
7.2 The 14-day period commences from the earlier of: (a) the date and time the Customer collects their items from the premises; or (b) the date Supawash notifies the Customer that their order is ready for collection.
7.3 Claims must be submitted in writing — via email to info@supawash.co.ke or via our WhatsApp business line — and must include the Customer's name, date of service, receipt number, and a description of the claim.
7.4 Supawash will acknowledge receipt of a valid claim within three (3) business days and will complete its investigation within fourteen (14) business days of acknowledgement, unless additional time is reasonably required.
7.5 Customers are advised to inspect all returned items immediately upon collection. This 14-day limitation period is strictly enforced and constitutes a condition of service.
8. MISSING ITEMS — VERIFIED LOSS & COMPENSATION
8.1 Where a Customer reports missing items within the prescribed 14-day period and Supawash determines, following investigation, that items have been lost due to a failure on Supawash's part, Supawash will review CCTV footage, intake records, staff logs, and inventory records to establish the cause and circumstances of the loss. Customers may be requested to provide proof of the item(s), including photographs, purchase receipts, or other evidence of ownership and value. A loss determination will be communicated to the Customer in writing within 14 business days of claim receipt.
8.2 Where a loss is verified, Supawash will issue a compensation offer based on: (a) the verified replacement cost of a comparable item in the local market; (b) the age and condition of the item at the time of loss; and (c) the liability cap set out in Section 6.1 of these Terms. Compensation will be issued as a credit note, M-PESA transfer, or cash payment at Supawash's discretion, subject to Customer consent.
8.3 Acceptance of compensation constitutes full and final settlement of the claim for the relevant item(s). No further claims may be made in respect of the same item(s).
8.4 Upon confirmation of a verified loss, Supawash will issue a formal Missing Items Receipt to the Customer, signed by an authorised Supawash representative and the Customer, confirming the items lost, the agreed compensation amount, and the method of payment. This document constitutes an official record of the confirmed loss and final settlement.
9. PRIVACY & DATA PROTECTION
9.1 Supawash collects and processes Customer data, including name, contact details, and transaction history, for the purposes of service delivery, quality assurance, and operational communications.
9.2 Customer data will not be sold or shared with third parties except where required by law or with the Customer's explicit consent.
9.3 Customers may request access to their data or request deletion by writing to info@supawash.co.ke.
9.4 By engaging Supawash's services, Customers consent to receiving service-related communications via WhatsApp, SMS, or email.
10. CONDUCT ON PREMISES
10.1 Supawash premises are non-smoking. Any form of harassment, abusive behaviour, or conduct that disrupts other customers or staff will result in immediate removal from the premises and possible banning from all Supawash locations.
10.2 Customers are liable for any damage caused to Supawash property through negligence or misconduct.
10.3 Supawash CCTV is operational at all premises at all times for security purposes.
11. FORCE MAJEURE
Supawash shall not be liable for any delay or failure to perform its obligations under these Terms arising from circumstances beyond its reasonable control, including but not limited to power outages, flooding, acts of God, strikes, government action, or equipment failure caused by third-party supply issues. In such circumstances, Supawash will endeavour to notify affected Customers as soon as practicable.
12. GOVERNING LAW & DISPUTE RESOLUTION
12.1 These Terms are governed by and construed in accordance with the laws of Kenya.
12.2 Any dispute arising out of or in connection with these Terms shall first be referred to Supawash management for resolution. In the event that a dispute cannot be resolved informally, the parties agree to submit to the jurisdiction of the courts of Kenya.
12.3 Customers with complaints or feedback are encouraged to contact us in the first instance at info@supawash.co.ke or via our WhatsApp business line.
13. GENERAL PROVISIONS
13.1 If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be severed and the remaining Terms shall continue in full force and effect.
13.2 Supawash's failure to enforce any provision of these Terms at any time shall not constitute a waiver of that provision or any other right.
13.3 These Terms, together with any applicable commercial service agreement, constitute the entire agreement between Supawash and the Customer and supersede all prior representations, understandings, or agreements.
Supawash Kenya Operations Limited — Faster. Cleaner. Cheaper. Fun.