Terms & Conditions

1Acceptance of Terms

These Terms and Conditions ("Terms", "Agreement") constitute a legally binding contract between you ("User", "Customer", "you") and Zyvora Services Pvt. Ltd. ("ZyWash", "we", "our", "us"), a company incorporated under the Companies Act, 2013, with its registered office at 12 Rajpur Road, Dehradun, Uttarakhand – 248001, India.

By accessing the ZyWash website at www.zywash.com, downloading or using the ZyWash mobile application, or by clicking "I Agree" or any similar button during account registration, you expressly accept and agree to these Terms. These Terms apply to all visitors, users, and others who access or use the Platform.

Your continued use of the Platform following any modification to these Terms constitutes your acceptance of the modified Terms. We recommend that you review these Terms periodically to stay informed of any changes. These Terms should be read alongside our Privacy Policy, which is incorporated herein by reference.

2Definitions

In these Terms, the following definitions apply:

Term	Definition
Platform	The ZyWash website, mobile application, APIs, and all associated digital services collectively.
User / Customer	Any individual or entity who registers for or uses the Platform to book laundry services.
Vendor / Partner	A third-party laundry service provider listed on the Platform who accepts and fulfils laundry orders.
Delivery Agent	An individual engaged by ZyWash or its logistics partners to collect and deliver garments on behalf of orders placed through the Platform.
Order	A confirmed booking placed by a User on the Platform for one or more laundry services from a selected Vendor.
Services	The booking, tracking, logistics coordination, and payment facilitation provided by ZyWash through the Platform.
Laundry Services	The physical garment care services — including washing, dry cleaning, ironing, stain removal — performed by Vendors.
Content	All text, data, graphics, images, logos, trademarks, software, and other information made available through the Platform.
INR / ₹	Indian Rupees, the official currency of the Republic of India.

3Platform Description & Services

ZyWash is a technology-driven laundry aggregator platform that facilitates connections between customers and independent, third-party laundry service providers (Vendors) across multiple cities in India. ZyWash provides the following services through the Platform:

• Order Facilitation: Enabling Users to discover, compare, and book laundry services from verified Vendor partners.
• Logistics Coordination: Arranging pickup and delivery of garments between Users and Vendors via Delivery Agents.
• Order Tracking: Real-time visibility of order status from booking through to delivery.
• Photo Verification: Capturing and storing photographic evidence of garments at the point of pickup and delivery.
• Payment Processing: Facilitating payment collection from Users and disbursement to Vendors.
• Dispute Management: Providing a structured process for resolving disputes between Users and Vendors.
• Coupons & Promotions: Offering and managing promotional discounts and loyalty benefits for eligible Users.

ZyWash reserves the right to add, modify, suspend, or discontinue any feature or aspect of the Platform at any time, with or without notice, and without liability to Users or Vendors.

4Eligibility & Registration

To register for and use the ZyWash Platform, you must meet the following eligibility requirements:

• You must be at least 18 years of age. The Platform is not intended for minors, and by registering, you represent that you meet this age requirement.
• You must be a resident of or have a valid address in India.
• You must possess the legal capacity to enter into binding contracts under applicable Indian law.
• Your account must not have been previously suspended or terminated by ZyWash for violations of these Terms.
• You must provide a valid Indian mobile phone number capable of receiving SMS messages for order notifications.

During registration, you agree to provide accurate, complete, and current information including your full name, a valid email address, a valid Indian mobile number, and your pickup/delivery address. You must maintain the accuracy of this information and update it promptly if it changes. ZyWash reserves the right to verify the information provided and to reject or terminate registrations that are found to be inaccurate, incomplete, or fraudulent.

You are solely responsible for maintaining the confidentiality of your account password and for all activities that occur under your account. You must notify ZyWash immediately at support@zywash.com if you suspect any unauthorised use of your account or any security breach. ZyWash is not liable for any loss or damage arising from your failure to maintain account security.

5User Responsibilities

As a User of the ZyWash Platform, you agree to the following responsibilities and obligations:

5.1 Accuracy of Information

You must ensure that all information you provide — including your name, delivery address, contact number, garment details, and any special care instructions — is accurate and complete at the time of booking. ZyWash and Vendors will rely on this information to fulfil your order, and inaccuracies may result in delays, incorrect service, or additional charges for which ZyWash bears no responsibility.

5.2 Availability for Pickup

You are responsible for ensuring that a responsible adult is present at the pickup address at the scheduled time to hand over the garments to the Delivery Agent. If no one is available at the time of pickup, the Delivery Agent may attempt a second pickup at the next available slot, subject to availability. ZyWash reserves the right to charge a failed-pickup fee or to cancel the order after two failed pickup attempts.

5.3 Garment Suitability

You are responsible for ensuring that the garments you submit are suitable for the laundry service selected. If you submit garments that are not compatible with the selected service type (for example, submitting a delicate silk saree for standard machine wash), the Vendor may refuse to process them or may apply the appropriate alternative service at an adjusted price. ZyWash is not liable for damage resulting from incorrect service type selection by the User.

5.4 Review Within 48 Hours

Upon receiving your delivery, you are responsible for reviewing your garments carefully within 48 hours of the delivery timestamp recorded on the Platform. Any discrepancies, damage, missing items, or quality concerns must be reported through the Platform's dispute mechanism within this window. Claims submitted after 48 hours may not be eligible for dispute resolution or compensation.

5.5 Compliance with Applicable Laws

You must use the Platform only for lawful purposes and in compliance with all applicable local, state, and national laws and regulations of India. You must not use the Platform to submit any garments that contain illegal substances, hazardous materials, biohazardous matter, or items that are prohibited under applicable law.

5.6 Respectful Conduct

You must treat all ZyWash staff, Delivery Agents, and Vendor personnel with dignity, respect, and courtesy. Any abusive, threatening, violent, or harassing behaviour directed at any ZyWash representative, Delivery Agent, or partner is strictly prohibited and may result in immediate permanent account termination without refund of pending balances.

6Booking, Pickup & Delivery

6.1 Order Confirmation

An Order is confirmed when ZyWash displays a confirmation screen and sends a confirmation notification to your registered mobile number or email address. Confirmation is subject to Vendor acceptance. ZyWash does not guarantee immediate acceptance of all orders and reserves the right to cancel Orders in cases of Vendor unavailability, inaccurate service areas, or technical errors.

6.2 Time Slot Estimates

Pickup and delivery time slots are estimates. ZyWash endeavours to ensure Delivery Agents arrive within the selected time window, but cannot guarantee exact arrival times due to traffic, weather, operational factors, or other circumstances beyond our control. ZyWash will make reasonable efforts to communicate any significant delays to the User via SMS or in-app notification.

6.3 Photo Verification

As a standard feature of all ZyWash orders, Delivery Agents are required to photograph garments at both pickup and delivery. These photographs: (a) serve as a documentary record of the condition and quantity of garments at each handoff point; (b) are stored securely on ZyWash servers for a minimum of 90 days; (c) may be reviewed by both the User and ZyWash in the event of a dispute; and (d) are not shared publicly or with any third party except in connection with dispute resolution or where required by law.

6.4 Turnaround Times

Turnaround times are estimates provided by Vendors at the time of booking. Standard turnaround is 24–48 hours for Wash & Fold and Ironing services, and 48–72 hours for Dry Cleaning. Express Laundry orders are subject to a same-day return commitment when booked before the stated cut-off time, subject to partner availability. ZyWash is not liable for delays caused by Vendor processing time, force majeure events, or other circumstances beyond our control.

6.5 Cancellation Policy

Orders may be cancelled by the User free of charge before the Vendor confirms the order (typically within 15 minutes of booking). After Vendor confirmation, cancellations may be subject to a cancellation fee as specified on the Platform at the time of booking. Orders cannot be cancelled after pickup has occurred. ZyWash reserves the right to cancel an Order at any time for operational reasons and will notify the User accordingly with a full refund.

7Payments, Pricing & Refunds

7.1 Pricing Principles

Prices displayed on the Platform are set by individual Vendors and may vary between partners and across different service types. All prices are displayed in Indian Rupees (INR) and are inclusive of applicable Goods and Services Tax (GST) unless otherwise stated. ZyWash does not guarantee the lowest price for any service and prices may change without notice. The price shown at order confirmation is the price you will be charged.

7.2 Payment Methods

ZyWash currently accepts Cash on Delivery (COD), UPI, debit/credit cards (Visa, Mastercard, RuPay), and net banking. All online payments are processed through PCI-DSS compliant payment gateways. ZyWash does not store card details on its own servers. ZyWash reserves the right to add or remove payment methods at any time.

7.3 Coupons and Discounts

ZyWash may offer promotional coupons and discount codes from time to time. Coupons are subject to individual terms and expiry dates specified at the time of issue. Only one coupon may be applied per order unless explicitly stated otherwise. ZyWash reserves the right to withdraw or modify coupon offers at any time without prior notice. Coupons obtained through fraudulent means will be invalidated without compensation.

7.4 Refund Policy

Refunds are processed in the following circumstances:

• Order cancelled before Vendor confirmation: Full refund within 5–7 business days.
• Order cancelled by ZyWash or Vendor: Full refund within 5–7 business days.
• Successful dispute resolution resulting in refund: Refund to original payment method within 7–10 business days, or ZyWash wallet credit at the User's election.
• Overcharge due to pricing error: Refund of the overcharged amount within 10 business days.

8Vendor Relationships & Liability

ZyWash acts solely as an intermediary platform between Users and Vendors. Vendors are independent contractors and not employees, agents, or representatives of ZyWash. ZyWash makes reasonable efforts to verify Vendors before listing them on the Platform but does not guarantee the quality or suitability of any Vendor's services. Any contract for laundry services is entered into directly between the User and the Vendor.

8.1 Garment Damage Claims

In the event that a User believes a garment has been damaged, lost, or mishandled, the User must raise a dispute via the Platform within 48 hours of delivery. ZyWash will review the dispute using photographic evidence and accounts from all parties and will make a good-faith determination. ZyWash's maximum liability for garment damage in any single order shall not exceed five times (5×) the order value, or ₹5,000, whichever is lower. ZyWash is not responsible for damage resulting from pre-existing wear, inherent fabric defects, or incorrect service type selection by the User.

9Prohibited Conduct

You agree not to engage in any of the following prohibited activities:

• Using the Platform for any unlawful, fraudulent, or harmful purpose.
• Creating multiple accounts to abuse promotional offers, coupons, or dispute resolution processes.
• Providing false, misleading, or inaccurate information during booking or dispute resolution.
• Submitting garments containing illegal substances, hazardous materials, weapons, or prohibited items.
• Attempting to transact directly with Vendors outside of ZyWash to avoid Platform fees.
• Reverse-engineering, decompiling, or attempting to derive source code from the Platform.
• Introducing viruses, malware, or other harmful code into the Platform.
• Scraping or using automated tools to extract Platform data without written consent.
• Impersonating any person or entity, including ZyWash staff, Delivery Agents, or Vendors.
• Harassing, threatening, or defaming any ZyWash representative, Delivery Agent, or partner.
• Posting or transmitting content that is obscene, offensive, defamatory, or infringes third-party rights.

Violations may result in immediate account suspension or termination, withholding of pending refunds, and referral to law enforcement authorities where applicable.

10Intellectual Property

All content, features, and functionality of the ZyWash Platform — including the ZyWash name, logo, trade dress, website design, mobile application, software code, algorithms, databases, graphics, icons, and text — are the exclusive property of Zyvora Services Pvt. Ltd. or its licensors and are protected under applicable Indian and international intellectual property laws.

ZyWash grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal, non-commercial use of the laundry booking services. This licence does not include any right to copy, reproduce, distribute, publicly display, modify, create derivative works from, use any ZyWash trademark without prior written consent, or frame any Content from the Platform on any other website. Any unauthorised use of ZyWash intellectual property is a material violation of these Terms and may constitute infringement subject to legal remedies.

11Disclaimers & Warranties

Without limiting the foregoing, ZyWash expressly disclaims all warranties, whether express, implied, statutory, or otherwise, including: warranties of merchantability, fitness for a particular purpose, or non-infringement; any warranty that the Platform will be uninterrupted or error-free; and any warranty regarding the quality, timeliness, or results of laundry services provided by Vendors. Some jurisdictions do not allow certain warranty exclusions; in such cases, exclusions apply to the maximum extent permitted by applicable law.

12Limitation of Liability

To the fullest extent permitted by applicable law, ZyWash and its directors, officers, employees, agents, partners, and licensors shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to: your access to or use of the Platform; any conduct of any third party on the Platform; any laundry services provided or not provided by any Vendor; unauthorised access to your account or data; or loss of data, revenue, profits, or business opportunity.

In no event shall ZyWash's total aggregate liability to any User exceed the greater of: (a) the total amount paid by you to ZyWash in the three (3) months preceding the claim; or (b) INR 5,000 (Indian Rupees Five Thousand).

13Indemnification

You agree to defend, indemnify, and hold harmless ZyWash and its officers, directors, employees, contractors, agents, licensors, and partners from and against all claims, damages, obligations, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from: your use of the Platform in violation of these Terms; your violation of any applicable law or the rights of any third party; any content or information you submit through the Platform; or any dispute between you and a Vendor or Delivery Agent.

14Termination

ZyWash reserves the right to suspend, restrict, or permanently terminate your account at any time, with or without notice, for reasons including breach of these Terms, suspected fraudulent or illegal activity, non-payment of outstanding amounts, or actions harmful to other Users, Vendors, or ZyWash. You may terminate your account at any time by contacting support@zywash.com. Upon termination, your right to use the Platform ceases immediately. Provisions that should survive termination shall do so, including Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, and Governing Law.

15Governing Law & Dispute Resolution

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of the Republic of India.

15.1 Informal Resolution

Before initiating any formal legal proceedings, you agree to first attempt to resolve any dispute with ZyWash informally by contacting legal@zywash.com. ZyWash will use good-faith efforts to resolve the dispute within 30 days of receiving written notice.

15.2 Jurisdiction

If informal resolution fails, both parties agree to submit to the exclusive jurisdiction of the courts located in Dehradun, Uttarakhand, India. You waive any objection to venue in such courts.

15.3 Consumer Rights

Nothing in these Terms limits your rights as a consumer under the Consumer Protection Act, 2019 of India, including your right to approach the appropriate Consumer Disputes Redressal Commission.

16Changes to Terms

ZyWash reserves the right to modify, amend, or replace these Terms at any time. When we make material changes, we will update the "Last Updated" date at the top of this page, send notification to your registered email address, and display a prominent notice on the Platform for at least 30 days before changes take effect. Your continued use of the Platform after the effective date of any revised Terms constitutes your acceptance of the changes. If you do not agree, you must cease using the Platform and close your account.

17Contact Information

For any questions, concerns, or legal notices related to these Terms and Conditions, please contact ZyWash at: