Cancellation
Policy

This Cancellation Policy applies to all Bookings and Orders placed with Swiss Laundry Private Limited, operating as The Swiss Laundry, through any channel — Website, App, WhatsApp, phone or in person.

This policy forms part of our Terms and Conditions available at theswisslaundry.com/terms-and-conditions and should be read alongside them. In the event of any conflict between this policy and the Terms and Conditions, the Terms and Conditions shall prevail.

By placing a Booking with us, you confirm that you have read and agree to this Cancellation Policy in full.

You may cancel a Booking at any time before our CRM team member arrives at your address for pickup, at no charge and with no penalty.

To cancel before collection, contact us through any official channel:

• Phone or WhatsApp: +91 9836233354 or +91 9836233354
• Email: info@theswisslaundry.com
• App or Website: www.theswisslaundry.com

If you have made any advance payment for the cancelled Booking, a full refund will be processed to your original payment method within 7 Working Days.

We recommend cancelling as early as possible so that our team member is not already en route to your address. A Booking cannot be considered cancelled until you have received acknowledgement from us through an official channel.

Once our CRM team member has collected your Garments and they have been transported to our Facility, but before our Laundry Manager has commenced any cleaning or treatment, cancellation may be possible subject to the following:

• You must contact us immediately on +91 9836233354 or +91 9836233354 or email info@theswisslaundry.com
• We will check with our operations team whether processing has commenced
• If processing has not yet begun, we will return your Garments. A handling and transport charge of ₹200 will apply to cover the cost of collection and return.
• Any advance payment made will be refunded after deducting the ₹200 handling charge, within 7 Working Days

Once our Laundry Manager has commenced any cleaning, treatment, pressing, stain removal or any other process on your Garments, cancellation is not possible under any circumstances.

At this stage:

• The full cleaning charge for all Garments in the Order is payable in full
• No refund will be issued for processed or partially processed Garments
• We will complete the cleaning process and arrange delivery as per your booking
• If you decline to accept delivery, the full invoice remains payable and your Garments will be held under our uncollected garments policy — see Section 8

This policy exists because once cleaning commences, resources, chemicals, time and specialist expertise have been committed to your Order and cannot be recovered.

We reserve the right to cancel any Booking at any time at our sole discretion. Circumstances in which we may cancel include but are not limited to:

• The Garment is found to be contaminated, infested or poses a risk to our staff or facility
• The Garment cannot be safely cleaned by any method available to us
• The Customer has outstanding unpaid invoices
• The Customer has engaged in abusive, threatening or fraudulent behaviour
• Force majeure events — see our Terms and Conditions Section 22
• Any other circumstance where we deem it appropriate to exercise our right to refuse service

Before collection: Full refund of any advance payment within 7 Working Days.

After collection but before processing: Garments returned to the Customer. Full refund of any advance payment within 7 Working Days. No handling charge applied where cancellation is due to our determination about the Garment's condition.

After processing has begun: We will complete the process and issue an invoice. The Customer remains liable for payment.

We are not obliged to disclose our reason for cancellation except where required by applicable Indian law.

If you are dissatisfied with the result of a cleaning, a re-clean — not a cancellation — is the appropriate remedy.

• You must raise your dissatisfaction within 48 hours of delivery through any official channel
• We will collect the Garment and re-clean it at no additional charge
• The original cleaning charge remains payable in full and is not suspended or refunded during the re-clean process
• A re-clean does not guarantee a different outcome. For our stain removal policy, see Terms & Conditions — Section 11
• One re-clean per Order item is offered. We are not obliged to re-clean the same Garment multiple times.
• If you raise dissatisfaction after 48 hours of delivery, we may at our discretion consider the request but are not obliged to do so

A re-clean is not a cancellation. It does not entitle you to a refund and does not affect the payability of the original invoice.

Where a refund is due under this policy, the following applies:

• Refund method: All refunds are issued to the original payment method only. Cash payments are refunded in cash. UPI, card or online payments are refunded to the originating account or card. We do not issue refunds by any method other than the original payment channel.
• Refund timeline: Refunds will be processed within 7 Working Days of the refund being approved by us.
• Partial refunds: Where a partial refund is due — for example after deducting a handling charge — only the net refundable amount will be processed.
• Advance payments: Where an advance payment has been made and the Booking is cancelled before collection, the full advance will be refunded with no deduction.
• No refund for processed Garments: No refund will be issued for any Garment on which any cleaning, treatment or process has commenced, regardless of the outcome.

If you believe a refund is owed and has not been received within 7 Working Days, please contact info@theswisslaundry.com with your Order reference and payment details.

If you cancel a Booking after collection, decline delivery, or fail to collect Garments that have been cleaned, our uncollected garments policy applies in full:

• First 15 days: Garments held at no storage charge
• After 15 days: Storage charge of 30% of the total invoice value per month or part thereof
• After 3 months: Swiss Laundry Private Limited is not liable for the condition or continued custody of uncollected Garments and reserves the right to donate, dispose of or otherwise deal with them at our sole discretion. All outstanding charges remain payable regardless.

Declining delivery or failing to collect Garments does not cancel your obligation to pay for Services rendered. The invoice remains payable in full, with storage charges accruing as above.

Cancellations of Orders placed under any promotional offer, discount scheme, referral programme or special pricing arrangement are subject to this Cancellation Policy in full. No special cancellation rights are conferred by promotional pricing.

• Promotional prices are not refunded in circumstances where the standard policy would not provide a refund
• Discount vouchers, gift cards or credits used in a cancelled Booking are reinstated only where the cancellation occurs before collection and a full refund would otherwise be due
• Gift cards used in an Order that is cancelled after processing has begun are not reinstated and are treated as redeemed

Corporate and institutional clients with credit accounts are subject to this Cancellation Policy with the following additional terms:

• Cancellations must be communicated to us in writing — email to info@theswisslaundry.com is acceptable
• Where a corporate Order is cancelled after processing has begun, the full invoice value is raised and falls due within the agreed credit period
• Repeated cancellations after collection by a corporate client may result in review or withdrawal of credit terms at our discretion
• Dispute of a cancellation charge must be raised in writing within 7 days of the invoice date. Undisputed amounts remain payable by the due date.

Where we are unable to fulfil an Order due to a force majeure event — as defined fully in our Terms & Conditions — the following cancellation rights apply:

• Before collection: Free cancellation, full refund of any advance payment
• After collection, before processing: Garments held safely until the event passes. You may request return — ₹200 handling charge applies
• After processing begins: We will complete the Order as soon as possible. Full invoice remains payable.

We will not be liable for any consequential loss arising from force majeure cancellations or delays.

This Cancellation Policy is governed by the laws of India, including the Consumer Protection Act 2019 and the Consumer Protection (E-Commerce) Rules 2020. All disputes arising from this policy are subject to the exclusive jurisdiction of the courts of Kolkata, West Bengal, India.

If you have a complaint about a cancellation or refund decision, please contact our Grievance Officer:

We reserve the right to update this Cancellation Policy at any time without prior notice. The current version is always available at theswisslaundry.com/cancellation-policy.