Welcome to HolaWash. These Terms & Conditions ("Terms") govern your access to and use of our website, mobile applications, WhatsApp ordering services, and any related services (collectively, the "Services").
By accessing or using the Services, you agree to be bound by these Terms. If you do not agree, please do not use the Services.
1) Changes to These Terms
We may update these Terms from time to time to reflect changes in our Services, operations, or legal requirements. Any updates will be published on our website or app with a revised effective date.
Your continued use of the Services after changes take effect constitutes acceptance of the updated Terms.
2) Privacy & Communications
Your privacy is important to us. Our handling of personal data is described in our Privacy Policy, which complies with the GDPR and Spanish data protection laws.
Service Communications
By using HolaWash, you agree that we may contact you via:
- SMS
- Phone calls
- In-app notifications
These messages may include order confirmations, pickup updates, delivery notifications, and service-related notices.
Marketing Communications
If you opt in, we may send promotional or marketing communications. You may opt out at any time via the unsubscribe link or by contacting customer support.
3) Eligibility & Accounts
You must be legally capable of entering into a binding contract to use the Services. You agree to:
- Provide accurate and complete account information
- Keep your details up to date
- Maintain the confidentiality of your account credentials
You are responsible for all activity conducted through your account.
4) Ordering & Service Overview
HolaWash provides professional laundry services in Barcelona and nearby service areas, subject to availability, including:
- Wash & Fold
- Clean & Press / Dry Cleaning
- Home textiles (bed & bath, linens)
- Shoe & bag cleaning
- Business and hospitality laundry services
- Yacht and boat laundry plans
Service availability, turnaround times, and pricing may vary by location and operational capacity.
5) Pickup & Delivery
We offer pickup and delivery at addresses within our service coverage areas. You agree to provide accurate pickup and delivery instructions, including:
- Building access details
- Concierge or reception instructions
- Door codes where applicable
If you request items to be left in a designated location, you accept responsibility for loss or theft after delivery is completed at that location.
6) Turnaround Times & Express Options
Standard turnaround time is typically 24–48 hours, depending on service type and demand. We may offer:
- Next-Day Delivery: approximately +50% surcharge
- Same-Day "Super Express": approximately +100% surcharge
Express services are subject to availability and operational constraints.
7) Pricing, Fees, and Payments
Prices
All prices are displayed in the app or website. The price shown at checkout (or confirmed in writing for business clients) is the price that applies.
Pickup & Delivery Fee
A pickup and delivery fee may apply. For pay-as-you-go orders, the standard fee is €5, unless waived by subscription or promotion.
Payments
By placing an order, you authorize HolaWash or its payment provider to charge your selected payment method. If a payment fails, we reserve the right to suspend processing or delivery until payment is completed.
8) Subscriptions
HolaWash offers subscription plans such as monthly Wash & Fold packages with scheduled pickups.
Subscription Rules
- Subscriptions are billed monthly unless stated otherwise
- Benefits apply only while the subscription is active and in good standing
- You may manage, pause, or cancel via your account or by contacting support
- Unused benefits or kilos follow the rules displayed in the subscription plan
We may update subscription pricing or features with advance notice, in compliance with consumer protection laws.
9) Cancellations, Missed Pickups & Failed Deliveries
Customer Cancellation
Orders may be cancelled or rescheduled within the time window stated in the order confirmation. Late cancellations may incur a fee.
Missed Pickup
If a pickup cannot be completed due to no access or no items available, it may be counted as a completed pickup or incur a fee, depending on your plan.
Failed Delivery
If delivery cannot be completed, we will coordinate a redelivery. Additional attempts may incur fees.
Unclaimed Items
If items are not collected or accepted within 90 days of notification, we may donate or dispose of them where permitted by law.
10) Garment Care, Special Instructions & Prohibited Items
Customer Responsibilities
Before pickup, please:
- Empty all pockets
- Separate special-care items
- Inform us of stains or special instructions
Care Labels
We follow care labels and professional standards. Items placed in Wash & Fold despite "dry clean only" labels are processed at the customer's risk.
Prohibited Items
Do not send:
- Hazardous or contaminated items
- Mold-infested or heavily soiled items
- Cash, jewelry, electronics, documents, or valuables
HolaWash is not responsible for prohibited or forgotten items.
11) Lost or Damaged Items & Claims Process
If you believe an item was lost or damaged due to our handling:
- Contact hola@hola-wash.com within 14 days of delivery
- Provide your order number and item details
- Include photos where possible
Limitations
- Normal wear and tear is excluded
- Stain removal is not guaranteed
- Liability may be limited to a reasonable amount based on item type and condition
Nothing in this section limits your statutory consumer rights.
12) Intellectual Property
All HolaWash branding, content, logos, and materials are the property of HolaWash or its licensors. You may not use them without prior written permission.
13) Acceptable Use
You agree not to:
- Misuse or interfere with the Services
- Attempt unauthorized access
- Use the Services unlawfully
- Harass staff or drivers
Violation may result in suspension or termination of access.
14) Third-Party Services
We use third-party providers for payments, communications, mapping, and analytics. HolaWash is not responsible for third-party outages or failures beyond our control.
15) Disclaimer & Limitation of Liability
Services are provided "as is" and "as available," to the extent permitted by law. To the extent allowed by law:
- HolaWash is not liable for indirect or consequential losses
- Total liability per order is limited to the amount paid for that order
Nothing in these Terms limits liability where prohibited by Spanish or EU law.
16) Governing Law & Jurisdiction
These Terms are governed by the laws of Spain. Any disputes shall be submitted to the courts of Barcelona, unless mandatory consumer protection laws apply.
17) Miscellaneous
If any provision is found invalid, the remaining provisions remain in effect. These Terms constitute the entire agreement between you and HolaWash regarding the Services.