1. Overview

At Ola Laundry, we are committed to providing high-quality laundry services. This Return & Refund Policy outlines the conditions under which refunds, re-processing, or compensation may be provided. We aim to resolve all concerns fairly and promptly.

2. Service Quality Guarantee

We stand behind the quality of our work. If you are not satisfied with the cleaning result, you may request re-processing of the affected items at no additional charge, subject to the following conditions:

• The re-processing request must be made within 24 hours of collection.
• Items must be returned in the same condition as received (unworn, unstained after collection).
• Re-processing is limited to one additional attempt per item.

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Damage caused by our negligence during the cleaning process
• Loss of an item while in our possession
• Failure to deliver completed orders within the agreed timeframe (beyond 7 days late)
• Service not performed as described or ordered

4. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Damage due to inherent fabric weakness, color instability, or normal wear and tear
• Stains that cannot be removed despite best professional efforts
• Shrinkage caused by following the garment's care label instructions
• Items without care labels where damage occurs during reasonable processing
• Claims made more than 24 hours after collection
• Items that have been worn or used after collection
• Prepaid OLA CLEAN CLUB membership credits — all membership purchases are non-refundable regardless of usage

5. Compensation for Damage or Loss

In the event of damage or loss caused by our negligence:

• Compensation will be calculated based on the item's current market value, considering its age and condition.
• Maximum compensation per item is limited to 10 times the service charge for that item.
• For items of high value, we recommend declaring the value at the time of order placement.

6. How to Request a Refund

To request a refund or raise a concern:

1. Contact us within 24 hours of collecting your order.
2. Provide your order number and a description of the issue.
3. Return the affected item(s) for inspection if requested.
4. We will review your claim within 3-5 business days.
5. Approved refunds will be processed within 7-10 business days using the original payment method.

7. Order Cancellation

Orders may be cancelled and fully refunded if processing has not yet begun. Once processing has started, cancellation is not possible and no refund will be issued. To cancel an order, please contact us as soon as possible with your order number.

8. OLA CLEAN CLUB Membership Refunds

OLA CLEAN CLUB memberships (Basic and Pro plans) are prepaid wash credits and are subject to the following refund terms:

• Membership credits are non-refundable once purchased.
• Unused credits cannot be exchanged for cash, store credit, or any other form of refund.
• Credits that expire at the end of the validity period are forfeited — no extensions or carry-forward.
• If a service quality issue arises with a wash covered by membership credit, re-processing will be offered at no additional cost (subject to Section 2 above).
• Ola Laundry is not responsible for membership credits lost due to account inactivity or customer negligence.

9. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may escalate your complaint to the management. We are committed to resolving all disputes amicably. If a resolution cannot be reached, the matter will be handled in accordance with the consumer protection laws of the Kingdom of Bahrain.

10. Contact Us

For refund requests, complaints, or any questions regarding this policy, please visit our store or contact us through the contact information available on our website. We value your feedback and strive to provide the best possible service.