Terms of Service

Effective date: September 24, 2026

These Terms of Service ("Terms") govern your use of the LaundryGo website, mobile application, and Facebook Messenger channel (together, the "Platform") and the laundry pickup-and-delivery service ("Service") operated by LaundryGo Laundry Service, a sole proprietorship registered with the Philippine Department of Trade and Industry ("LaundryGo," "we," "us," or "our"). By booking a pickup, creating an account, or otherwise using the Platform, you ("Customer" or "you") agree to be bound by these Terms. If you do not agree, do not use the Platform.

LaundryGo connects you with independently operated partner laundry facilities ("Partners") and arranges pickup and delivery through LaundryGo riders. LaundryGo is the party you contract with for the Service as a whole; the Service Disclaimers and Limitation of Liability sections below explain how responsibility is allocated between LaundryGo, our Partners, and you.

The Service

LaundryGo provides scheduled pickup, wash-and-fold or dry-cleaning processing (performed by Partners, not by LaundryGo directly), and delivery of laundry within our designated service zones in Cebu City.

1.1 Service area

The Service is currently available only within the following zones: IT Park / Lahug, Mabolo / Banilad, Guadalupe / Capitol Site, Mactan (Pusok, Mactan Newtown, Maribago, and Marigondon), and South Road Properties / SRP (Nustar, San Remo, and Citta di Mare) (each, a "Zone"), or such other Zones as LaundryGo may add from time to time. An address outside all current Zones is not eligible for booking; LaundryGo may offer a waitlist for such addresses, which is not a guarantee of future service.

1.2 Service tiers and cutoffs

LaundryGo offers two service tiers: Standard (pickup in the Morning or Evening batch, delivered in the same batch the next day) and Express (same-day; booking must be confirmed before 10:00 AM Philippine Time for a Morning batch pickup, delivered in that day's Evening batch). Actual pickup and delivery times depend on driver routes within each batch window.

1.3 Bag sizes and weighing

Weight determines bag size and price. A Standard Bag holds up to 7kg and costs ₱560; a Family Bag holds up to 12kg and costs ₱960. Our rider weighs your laundry at pickup. A bag weighed over 7kg is automatically billed as a Family Bag, and for a load weighed over 12kg, each additional kilo is charged at ₱75. If the weight changes your bag size or price, our rider will confirm the new charge with you at the door before proceeding, and you may remove items instead. We never add charges after pickup, and there are no surprise charges after delivery. Continuing with pickup after this confirmation constitutes your agreement to the adjusted charge.

Booking, Pricing & Payment

All prices are displayed in Philippine Pesos (₱) and are inclusive of pickup and delivery within your Zone unless otherwise stated. Prices are subject to change; the price shown at the time you complete a booking is the price that applies to that order.

2.1 Payment methods

LaundryGo accepts QR Ph payments (scannable from any QR Ph-enabled bank or e-wallet app) to the number or QR code provided at booking. LaundryGo does not accept cash, card, or bank transfer. You may pay at booking or afterwards, but payment must be completed, with proof of payment sent through the app, by the time your order is delivered. LaundryGo reserves the right to hold delivery of an order until payment has been verified.

2.2 Cancellations and rescheduling

You may cancel or reschedule a booking free of charge if you do so more than 24 hours before the start of your scheduled pickup window. A cancellation or rescheduling made within 24 hours of your scheduled pickup window, or a missed pickup where you are not reasonably available at the address provided, is subject to a cancellation fee equal to 50% of the order's total price.

2.3 Order source

An order may be created by you directly through the Platform, or entered on your behalf by LaundryGo staff based on a phone call, Messenger conversation, or in-person request. Orders entered by staff on your behalf are subject to these same Terms from the moment they are confirmed with you, whether or not you have created an account.

Your Responsibilities

Provide an accurate pickup and delivery address within a serviced Zone, and be reasonably available (in person, or through building security/reception where applicable) during your selected pickup and delivery windows;
Check all pockets and remove cash, jewelry, electronics, documents, and other valuables or personal items before pickup — LaundryGo and our Partners are not responsible for items left inside garments or bags;
Declare, at the time of booking or at pickup, any item that is delicate, dry-clean-only, antique, custom-made, or otherwise requires special handling, and any item with a replacement value above the ₱1,000 cap in Section 5.2 — see Section 5.3;
Disclose any known pre-existing damage, staining, color-bleeding risk, or garment defect before pickup;
Ensure any person accepting delivery on your behalf (building guard, receptionist, household member) is authorized by you to do so — delivery to such a person, confirmed by our handoff photo, is treated as delivery to you.

Service Disclaimers

LaundryGo arranges laundry processing through independent Partner facilities. LaundryGo does not itself wash, dry, iron, or dry-clean any item; Partners perform this work using their own equipment, staff, and processes. LaundryGo's role is to select and coordinate with reputable Partners and to arrange pickup and delivery.

4.1 No guarantee of specific results

While our Partners are expected to exercise the diligence of a competent laundry or dry-cleaning provider, LaundryGo does not guarantee complete removal of any stain, guarantee against natural fabric wear, shrinkage, or color transfer inherent to a garment's fabric or existing condition, or guarantee a specific cosmetic outcome. Garments made of delicate, vintage, hand-dyed, or non-colorfast material carry an inherently higher risk of an unsatisfactory result regardless of the care taken, which is why declaring such items at booking (Section 3) matters.

4.2 Independent Partners

Partners are independent businesses, not employees or agents of LaundryGo. LaundryGo is not liable for a Partner's acts or omissions beyond what is set out in Section 5, and nothing in these Terms makes LaundryGo a guarantor of a Partner's work beyond that limitation.

4.3 Platform availability

LaundryGo does not guarantee that the Platform will be available, uninterrupted, or error-free at all times. We are not liable for a booking you are unable to complete, or a notification you do not receive, due to an outage, maintenance window, or issue with a third-party service (including Google Maps, GCash, or Facebook Messenger) that the Platform relies on.

4.4 Force majeure

LaundryGo is not liable for a delay or failure to perform caused by an event beyond our reasonable control, including severe weather, flooding, typhoon or other natural disaster, government-ordered lockdown or curfew, strike, power or telecommunications outage, or civil disturbance, provided LaundryGo and its Partners exercised reasonable care under the circumstances.

Limitation of Liability & Waiver

Nothing in this Section limits or waives LaundryGo's liability for fraud, bad faith, willful misconduct, or gross negligence, which cannot be waived under Philippine law regardless of any contrary term. This Section applies only to liability for ordinary negligence and only to the extent permitted by law.

5.1 Standard of care

LaundryGo and its Partners undertake to exercise the diligence of a good father of a family (ordinary diligence) in the handling, transport, and processing of your items. This is the standard applicable to a service and storage arrangement of this kind under the Civil Code of the Philippines, distinct from the extraordinary diligence required of a common carrier of goods for hire.

5.2 Liability cap

If an item is lost or damaged while in LaundryGo's or a Partner's custody due to ordinary negligence, and you report the loss or damage within 24 hours of the scheduled or actual delivery time (whichever is later) as described in Section 5.4, LaundryGo's liability is limited, at LaundryGo's option, to either (a) the cost of repair or professional cleaning of the affected item, or (b) an amount not exceeding the lesser of the item's fair market value at the time of loss or damage, or ₱1,000 per order. LaundryGo is not liable for incidental, consequential, or special damages, including loss of use or sentimental value, except to the extent such exclusion is not permitted by law.

5.3 High-value and undeclared items

The cap in Section 5.2 applies unless you declared a higher replacement value for a specific item at booking or pickup and LaundryGo expressly agreed in writing to a higher liability limit for that item, which LaundryGo is not obligated to do. LaundryGo is not liable at all for cash, jewelry, electronics, documents, or other valuables left in pockets or bags contrary to Section 3, or for damage to an item you failed to disclose as delicate, dry-clean-only, or otherwise requiring special handling where that non-disclosure caused or contributed to the damage.

5.4 Reporting claims

A claim for loss or damage must be reported to LaundryGo through the app, Messenger, or hello@laundrygocebu.com within 24 hours of delivery. LaundryGo is not obligated to consider a claim reported after this window, since the condition of an item becomes materially harder to verify against our pickup and delivery handoff records the longer the delay.

5.5 Delay

LaundryGo is not liable for consequential loss arising from a delayed pickup or delivery within a reasonable margin of the selected window (e.g., traffic, weather, or volume-related delay), provided you are notified within a reasonable time. Section 4.4 (Force majeure) applies to delay caused by events beyond LaundryGo's reasonable control.

5.6 Unclaimed items

If a completed order is not claimed or a redelivery is not arranged within 30 days of the scheduled delivery date, and LaundryGo has made reasonable attempts to contact you, LaundryGo may treat the items as abandoned and dispose of or donate them without further liability to you.

Data Privacy

LaundryGo collects the personal information necessary to fulfill your order — name, phone number, address, and payment confirmation details — and uses it only for booking, delivery, payment processing, and customer support. We do not sell your personal information. Where the Data Privacy Act of 2012 requires it, LaundryGo will provide a separate, fuller Privacy Notice describing your rights as a data subject and how to exercise them; this section is a summary, not a substitute for that notice.

Account, Suspension & Termination

LaundryGo may refuse, cancel, or suspend service to any Customer for reasons including suspected fraud, repeated no-shows or cancellations, abusive conduct toward LaundryGo staff or Partner staff, or a request that would require LaundryGo or a Partner to violate the law. You may stop using the Platform at any time; Terms already accepted for a placed order continue to apply to that order.

Changes to These Terms

LaundryGo may update these Terms from time to time. Material changes will be posted on the Platform with an updated effective date at least 7 days before taking effect. Continued use of the Platform after that date constitutes acceptance of the updated Terms.

Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of the Philippines. Before filing any claim, you agree to first attempt to resolve the dispute directly with LaundryGo through hello@laundrygocebu.com. Any dispute not resolved this way shall be subject to the exclusive jurisdiction of the courts of Cebu City, without prejudice to any mandatory consumer protection remedy available to you under the Consumer Act of the Philippines (R.A. 7394) or other applicable law.

Contact

Questions about these Terms can be sent to hello@laundrygocebu.com or our Messenger page.

By tapping "I Agree" at booking, you confirm you have read and accept these Terms of Service.