Dispute Resolution & Claims Policy

If a User experiences an issue with a completed service (e.g., damaged or lost items, or concerns about service quality), the following step-by-step process must be followed. This policy is part of our main Terms of Service.

Resolution ProcessLast Updated: 13 July 20257 min read

Table of Contents

Resolution Process Overview

Our dispute resolution process is designed to encourage fair and amicable resolution between parties while providing structured escalation when needed. Most issues can be resolved quickly through direct communication.

1. Step 1: Direct Communication (Mandatory First Step)

1

Required First Step

The User and Washer must first attempt to resolve the issue directly through the platform's in-app chat feature within 48 hours of the Pick-up PIN being verified and the service marked as complete.

Timeframe

48 hours from service completion to attempt direct resolution.

Purpose

This initial step is designed to encourage amicable resolution between the parties whose contract for services is direct. Many issues can be resolved quickly and efficiently at this stage.

Documentation Requirements

Users should document the issue with:

• Clear photos or videos of any damage or discrepancy
• A clear description of the problem
• Screenshots of relevant communications

2. Step 2: Escalation to Neighbourhood Wash

2

When to Escalate

If a satisfactory resolution is not reached through direct communication within the 48-hour timeframe, either the User or the Washer can escalate the dispute to Neighbourhood Wash.

How to Escalate

To escalate, send an email to team@neighbourhoodwash.com with the following information:

• The relevant Booking ID
• A clear and concise summary of the issue
• Evidence collected (e.g., photos, screenshots of chat logs)
• Details of attempts to resolve the issue directly

Required Information Checklist

3. Step 3: Mediation and Evidence Review

3

Our Role

Upon escalation, Neighbourhood Wash will review the information provided by both parties. We will act as a neutral mediator to help facilitate a fair resolution, but we are not an arbiter and have no legal obligation to provide financial compensation.

Evidence Required

We will request all relevant evidence from both parties, which may include:

Visual Evidence

• Clear photos or videos of items before service (if available)
• Photos or videos of items after service
• Documentation of alleged damage/loss

Communication Records

• Screenshots of relevant in-app chat communication
• Detailed descriptions of items and alleged damage/loss
• Any other pertinent information

System Records

• Timestamped Drop-off PIN verification logs
• Timestamped Pick-up PIN verification logs
• Digital chain of custody records

Additional Context

• Service instructions and special requests
• Booking details and service type
• Any other relevant information

Important: Responsibility for Items

Users are solely responsible for checking all garments for personal items (e.g., keys, wallets, phones, jewellery) before handing them over to the Washer. Neighbourhood Wash and the Washer are not liable for any damage to a User's personal items, or to the Washer's equipment, caused by items left in clothing.

4. Step 4: Compensation and Outcome

No Legal Obligation

As explicitly stated in our Terms of Service, Neighbourhood Wash's role is solely that of a technology platform facilitating bookings. The contract for services is directly between the User and the Washer. Therefore, Neighbourhood Wash has no legal obligation to provide financial compensation for damaged or lost items, or for any disputes arising from the provision of Services.

Discretionary Platform Credit

However, at our sole discretion and purely as a gesture of goodwill, Neighbourhood Wash may offer platform credit to the User or Washer.

Important: Any such offer is not an admission of liability and does not set a precedent for future disputes.

Recommendation

We strongly encourage Users and Washers to maintain open communication and resolve issues amicably. The Platform's dispute resolution process is designed to assist, but it is not an insurer for laundry services.

5. Abuse Policy

Zero Tolerance Policy

Any form of physical, verbal, or mental abuse directed towards a User or Washer during the dispute resolution process or at any other time will not be tolerated.

Neighbourhood Wash reserves the right to immediately suspend or terminate the account of any party engaging in abusive behaviour and, if deemed necessary, will pass relevant details to the appropriate authorities.

Need Help with a Dispute?

If you need to escalate a dispute or have questions about our resolution process:

Email: team@neighbourhoodwash.com

Subject Line: "Dispute Escalation - Booking ID: [Your Booking ID]"

Response Time: Within 48 hours