Voomo Laundry — Terms & Conditions

These Terms & Conditions ("Terms") govern your use of the Voomo app and laundry pickup, wash, press, and delivery services ("Service"). By creating an account or placing an order, you agree to these Terms.

1. The Service

Voomo offers doorstep pickup, wash, press, combo (wash+press), and delivery of clothes and household linen. Available services, pricing, and delivery areas may vary and are shown in the app at the time of ordering.

Your order may be processed by Voomo or by a partner laundry store. In either case Voomo is your point of contact for support, and these Terms apply.

2. Placing an order

To place an order you sign in with your mobile phone number via a one-time password (OTP). You choose a service, items, and a pickup address and time slot in the app. An order is confirmed once accepted in the app.

3. Pickup, delivery & timing

A Voomo rider will collect your order from the address and time slot you select, and deliver it back once processing is complete. You can track live order status and, once a rider is assigned, the rider's live location, in the app.

Turnaround times shown in the app (e.g. Press 1 hour, Wash 5 hours, Wash+Press 5 hours) are estimates, not guarantees, and may vary with load, weather, or item condition.

Please make sure someone is available at the address during your selected time slot. If our rider cannot reach you, the pickup or delivery may need to be rescheduled.

4. Pricing, packages & payment

Prices for services and items are shown in the app before you place an order. Payment can be made by cash on delivery, or online via UPI/cards/netbanking through our payment processor, Razorpay. Voomo does not store your card, UPI, or bank account details.

Packages: a package gives you a fixed number of kilograms of laundry service for the price and validity period shown in the app when you buy it. Your laundry is weighed by our store, and the kilograms used are deducted from your package. If the weight is more than the kilograms left in your package, the extra weight is charged at the package's Extra KG price (shown in the app before you buy) and is payable at delivery. Orders placed with a package are shown in the app as Package Orders; the wash/press charge is covered by your package, and only the extra weight (and any delivery charge shown in the app) is payable. A package can be used only until its validity ends. You can request a refund for the unused part of an active package from the Package tab; the package is cancelled immediately and the refund is processed after review.

5. Cancellations

You can cancel an order yourself from Profile → Orders → Cancel Order, any time before our rider has picked it up. Once an order has been picked up or is out for delivery, it can no longer be cancelled in the app — please contact support through the in-app Help & Support chat. To modify an order, also contact support.

6. Refunds

If an online payment cannot be matched to a successful order, a refund request is automatically raised and processed. For cash-on-delivery orders, refund adjustments (where applicable) are handled via your next order or support. Compensation for lost or damaged items is covered in Section 8 below.

7. Your responsibilities

• Providing an accurate pickup/delivery address and being reasonably available at your chosen time slot;
• Ensuring items sent for service do not contain valuables, cash, or prohibited items;
• Reviewing your order details before confirming; and
• Keeping your account phone number and profile information accurate.

Items are processed using standard wash/press methods appropriate to common fabrics. Voomo is not responsible for pre-existing damage, colour bleeding, shrinkage, or wear on delicate, unlabelled, or already-damaged items. Please point out special-care items at pickup.

8. Damaged, discoloured, or lost items

In the rare case an item is lost or damaged due to our error while in Voomo's care (including at a partner store processing your order), our liability is limited to a maximum of 5x the service charge for that item, or the item's fair market value — whichever is lower. Claims must be raised within 24 hours of delivery. To make a claim, contact us via in-app Help & Support (ideally with a photo of the item) as soon as possible after delivery.

9. Account usage

You are responsible for maintaining access to the phone number linked to your account, since sign-in is via OTP to that number. Do not share your OTP with anyone. Voomo staff will never ask you for your OTP.

10. Service availability

The Service is currently offered in a limited service area and is subject to rider and slot availability. Voomo may modify, suspend, or discontinue any part of the Service at any time.

11. Support

For order issues, delivery problems, payment/refund questions, or account help, use the in-app Help & Support chat, or the contact details on our Contact page. Support hours: 9 AM – 9 PM IST, all days. Messages sent outside these hours are answered when support reopens.

12. Limitation of liability

To the maximum extent permitted by law, Voomo's liability for any claim relating to the Service is limited to the value of the affected order, except as otherwise stated in Section 8 above.

13. Governing law

These Terms are governed by the laws of India.

14. Changes to these Terms

We may update these Terms from time to time. Continued use of the app after changes constitutes acceptance of the updated Terms.