Terms & Conditions

1   Introduction


A   Welcome to Mama Wosh

These terms and conditions (“Agreement”) apply to MAMA WOSH Sdn. Bhd. (“MAMA WOSH”) website (mamawosh.com), related applications, content, products & services (collectively “Services”).

B   Agreement

By using our Services you agree to the terms of this Agreement and to the collection, use and disclosure of your information, which establish a contractual relationship between you and MAMA WOSH. This Agreement supersedes prior agreements or arrangements with you.

C   Disagreement

If you do not agree to these Terms and Conditions, please do not use this website or our Services offered thereby.

D   For Consumers

If you are a consumer then references to “you” are to the individual using MAMA WOSH for private and non-commercial purposes. If you are a business, references in these Terms to “you” are to the business that you have the authority to bind in accordance with section 2.

E   Modification of Terms

We amend these Terms and Conditions from time to time. Every time you wish to use our Services, please check these Terms to ensure you understand the terms that will apply at that time. These Terms were most recently updated in August 2018.

2   For Businesses

This section only applies if you are a business.

A   Your Authority

If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our Services.

B   Constitution

This Agreement constitutes the entire agreement between you and us and supersedes all previous agreements, promises, assurances, warranties, representations and understandings between you and us, whether written or oral.

C   Acknowledgement

You acknowledge that in entering into the Agreement you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in the Agreement. You and we agree that neither party shall have any claim for innocent or negligent misrepresentation based on any statement in the Agreement.

D   Liability

Nothing in this section shall exclude liability for either party’s fraudulent misrepresentation.

3   Use Of Service

A   Usage Requirements

In order to use our Services, you must register and maintain an active user account (“Account”). Account registration requires you to provide information, such as your name, address and mobile phone number.

B   Upkeep of Information

You agree to maintain accurate, complete, and up-to-date information in your Account. Your failure to do so may result in your inability to use our Services or MAMA WOSH’s termination of this Agreement with you.

C   Security And Secrecy

You are responsible for all activity that occurs under your Account. As such, you agree to maintain the security and secrecy of your Account username and password at all times. Unless otherwise permitted by MAMA WOSH, you may only possess one Account.

D   Text Messages

By creating an Account, you agree that we may send you informational text (SMS) messages as part of our regular business operations. You acknowledge that by not attending to our (SMS) messages you may impact your use of our Services.

E   Inventory

We reserve the right to keep records of your items and retain, store, display or reproduce those records. You agree that we associate them with your Account information for archival, inventory, quality control or loss prevention purposes.

4   Offers & Promotions

A   Promotional Codes

MAMA WOSH may create promotional codes that may be redeemed for account credit or other services, subject to terms that we may establish on a per promotional code basis (“Promo Codes”).  

B   Purpose & Usage

You agree that Promo Codes must be used solely for the intended purpose and in a lawful manner. Promo Codes may not be duplicated, sold or transferred in any manner, or made available to the general public, unless expressly permitted by MAMA WOSH.

C   Fraudulent Redemptions

We reserve the right to withhold or deduct credits or other benefits obtained through the use of Promo Codes in the event that MAMA WOSH determines or believes that the redemption of a Promo Code was in error, fraudulent, illegal, or in violation of the applicable Promo Code terms or the terms of this Agreement.

D   Expiry & Termination

MAMA WOSH reserves the right to disable Promo Codes at any time for any reason without liability. Moreover Promo Codes are not valid for cash and may expire prior to your use.

5   Booking & Cancellation

A   Place a Booking

You can choose & customise any of MAMA WOSH services and select a pickup & delivery time by clicking on the “confirm order” button on our website or our application.

B   Review Your Details

Prior to placing your booking you make sure to double check your booking details, the requested services and according prices. You agree to indemnify, defend and hold harmless MAMA WOSH from any claims, liability, damages or costs arising from errors made during your booking.

C   Cancellation By MAMA WOSH

If for any reason MAMA WOSH is unable to fulfil your service request, we may cancel your order or part of it. We will let you know by email, phone or any other reasonable communication means available to us.

D   Cancellation By You Before Pickup

You may cancel your order before the selected pickup time slot. If you cancel your pickup while your laundry angel is already en route to your location we may charge a reasonable cancellation fee according to our price list.

E   Cancellation By You After Pickup

You agree that your right of cancellation will be void once your items have been picked up. The MOV (Minimum Order Value) according to our price list will apply. Any discount or waiver of the MOV is subject to our sole discretion.

6   Pickups & Deliveries

A   Time slots

During your booking you will select an available pickup and delivery time slot. It is your responsibility to ensure your availability during those selected time slots.

B   Estimated Timings

Pickup and delivery times are subject to many factors – some of which are outside of our control. Your selected time slots are estimates only and we shall not be liable for any delay.

C   Delay Notifications

Any possible delay will be communicated to you by phone, email or other reasonable communication means available to us.

D   Representatives

If you are not available during the confirmed time slot, you may appoint a representative for the handover of your items. This could be a relative, friend, hotel concierge, doorman or security guard.

E   Waiting Period

Upon arrival you have 10 minutes to proceed and meet your laundry angel for the handover of your items. In order to avoid delays for subsequent customers, we cannot guarantee to wait longer than this grace period.

F   Delivery Check

You or your representative need to carefully inspect your items during the delivery. In particular you will check your order items regarding item count and item condition.

G   Acceptance

Once a delivery has been accepted by you or your representative, MAMA WOSH will not be held liable for any loss or damage as a result. It is your sole responsibility to ensure the safety of your items hereafter.

H   Additional Delivery

If we cannot deliver due to you or your representative being unavailable, we will need to rearrange an additional delivery. A reasonable fee according to our price list will be charged for each consequent delivery attempt.

7   Payment

A   Charges

You understand that use of our Services may result in payments by you for the Services you receive (“Charges”). Charges will be inclusive of applicable taxes where required by law. Charges paid by you are final and non-refundable.

B   Deductions & Withholding

You agree to pay all amounts due without any deduction or withholding. You are not entitled to assert any credit, set-off or counterclaim against us in order to justify withholding payment of any such amount in whole or in part.

C   Price List

Charges for our Services are set out in the price list as published on our website and our applications. Our prices may change from time to time, but price changes will not affect any orders that you have already booked.

D   Website & Applications

The use of our Website and Applications is free of charge. MAMA WOSH reserves the right to introduce a fee for the use of these Services. Should we decide to introduce such a fee, we will inform you accordingly and allow you to either continue or terminate the Services.

E   Minimum Order Value

Regardless of any requested services or redeemed promo code, you will always pay at least the MOV (minimum order value) according to our price list. The MOV also applies in the event of an order cancellation after your pickup has been completed.

F   Email Invoice

We will send you an invoice to the email address as designated in your account. The invoice includes details about the number of your items as well as the charges for our Services minus any discounts or accumulated credits.

G   Subscription Services

If you signed up to one of our subscriptions programs, you will be charged on the first day of the period in which your subscription begins

8   Laundry

A   Definition

Laundry refers to our WF (Wash+Fold) or WP (Wash+Press) services. This includes a machine wash load as you would do with a regular washing machine at home or in a coin laundromat. After the laundering, your items will be dried in a tumble dryer.

B   Separation By Service Type

You are responsible for separating all items according to item category and finish option. Use different bags to separate your clothes from household items. Also use additional bags to separate folded items from items that require ironing / pressing.

C   Separation By Colour

As part of our services MAMA WOSH will separate your items according to colour. White items are washed separately from coloured ones. Despite this precautionary measure you understand the risks of colour bleeding, colour fading or colour loss.

D   Itemisation

Once arrived in our facilities, we will create an item list for your order. Laundry items are weighed and charged per kg. MAMA WOSH does not count every single item of your load.

E   Minimum Order Quantity

Every laundry wash load is charged with a MOQ (minimum order quantity) according to our price list. You acknowledge that every additionally requested wash load will be charged according to the MOQ.

F   Care Labels

We do not inspect every single care label of your laundry items. It is your responsibility to ensure that your items are suitable for machine washing and tumble drying.

G   Stains

If required we will do an additional washing cycle for you free of charge. You acknowledge that our WF and WP services do not include any stain spotting or treatment.

9   Cleaning

A   Definition

Cleaning refers to our CP (Clean+Press) services. We use professional equipment and apply state-of-the-art methods to clean your items.

B   Cleaning Standards

MAMA WOSH will handle your items with reasonable care and skill in accordance to industry standards. The applied methods include ‘dry cleaning’, ‘hand wash’ or ‘lagoon wet cleaning’.

C   Separation By Service Type

You are responsible for separating all items according to your requested service type. Use different bags to separate your Laundry items from those items that require Cleaning. MAMA WOSH will not be held liable for damages arising from errors made during your separation.

D   Itemisation

Once arrived in our facilities, we will create an item list for your order. Items sent in for our CP (Clean+Press) service are counted, carefully inspected and charged per piece.

E   Care Labels

We follow the care label instructions on each of your items. If a care label instruction tag is missing, our MAMA WOSH cleaning experts will make a best-effort judgment on the method chosen for cleaning.

F   Special Requests

If you request a treatment which is contradictory to the care label instructions, we will advise you on the potential risks of your request. Should you authorise us to proceed, you will assume responsibility for any damage to your items.

G   Stains

MAMA WOSH cannot guarantee the successful removal of stains but will make every attempt to remove stains without damage to your items.

10   Curtains

A   Definition

For CC (Curtain Cleaning) we use professional equipment and apply state-of-the-art methods to clean your curtains. These may include thin day (sheer) curtains or thick night (blackout) curtains.

B   Curtain PLUS

CC+ (Curtain PLUS) is an additional service that includes removal and installation for your curtains. We will allocate a curtain specialist team, a vehicle and the required equipment such as a ladder.

C   Minimum Order Quantity

You acknowledge that our Curtain PLUS service is only available and charged with a MOQ (minimum order quantity) according to our price list.

D   Price Estimation

If required, our Curtain PLUS team will take down 1 or 2 pieces of your curtains and provide you with an estimated total weight of your items. You agree that this is not a legally binding quotation.

E   Prepayment

11   BASIC & EXPRESS Service

A   Service Levels

MAMA WOSH provides 2 different service levels BASIC and EXPRESS. Each service level comes with different turnaround times and different pickup & delivery slot availabilities.

B   EXPRESS pickup

All orders with service level EXPRESS are processed with top priority. EXPRESS pickups can be done within 1 hour upon booking and are subject to our time slot availability. You may cancel your EXPRESS delivery during or after the pickup. In this case you agree to pay a reasonable fee for your EXPRESS pickup according to our price list.

C   BASIC delivery

Our estimated default turnaround times for selected services are:

  • WF (Wash+Fold) 2 days
  • WP (Wash+Press) 3 days
  • CP (Clean+Press) 3 days
  • CC (Curtain Cleaning) 7-10 days

D   EXPRESS delivery

Our estimated default turnaround times for selected services are:

  • WF (Wash+Fold) 1 days
  • WP (Wash+Press) 1 days
  • CP (Clean+Press) 1 day
  • CC (Curtain Cleaning) 3-5 days

E   Turnaround Extension

Drying makes up the most time consuming part and largely depends on type & thickness of your materials. You acknowledge the risks of damp or mouldy items if there is not enough drying time. If required we will extend your turnaround time and inform you accordingly.

F   Associated Risks

You may request and authorise us to deliver your items before completion of the drying process. MAMA WOSH will not be held liable for any damp or mouldy items as a result. In particular this applies for orders with service level EXPRESS.

G   Storage

Once finished we will store your items in our facilities for 14 days. It is your responsibility to arrange a timely delivery. Any delivery after this period will result in additional storage fees according to our price list.

H   Disposal

If you fail to accept or arrange delivery of your items for more than 60 days we reserve the right to dispose or donate your items to an accredited charity of MAMA WOSH ’s choice.

12   Complaints

A   Report A Case

Any case of re-clean, missing or damaged items must be reported within seven (7) days of your delivery. MAMA WOSH reserves the right to reject any claim made more than seven (7) days after your delivery.

B   Re-Cleaning

If you are not satisfied, we will re-clean your item free of charge provided that the items have not be worn or used. This offer is restricted to our Cleaning services only and not available for Laundry services.

C   Re-Clean Delivery

If your re-cleaning request is made after the delivery has been completed, a reasonable fee according to our price list will be charged for the additional pickup and delivery tours.

D   Missing Items

While it is never our intention, items may go missing occasionally. All claims are reviewed on a case-by-case basis. Items are considered lost seven (7) days after the initial claim. All decisions on lost items are in MAMA WOSH ’s sole discretion and final.

E   Wear & Tear

Every garment, regardless of brand or quality, will wear out over time. There is nothing MAMA WOSH can do to predict when this will happen, or prevent it. For damage related to normal Wear & Tear, we do not provide reimbursement or compensation. Per industry standards, the following are considered to be normal Wear & Tear:

  • Shrinkage from repeated laundering or cleaning
  • Colour bleeding, colour fading or colour loss
  • Small holes or tears due to deteriorated or flawed fabric
  • Discolouration caused by deodorant, perfume or cologne
  • Button or zipper damage
  • Thinning of fabric

F   Damaged Items

Taking care of your garments and items is our number one priority. Yet, damages may occur due to our cleaning and ironing processes, as well as due to defects in the fabric, material or stitching. We will assess the damage impartially and determine the root cause of the damage.

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