Refund policy

Disclaimer

Z-WASH will make every effort to ensure the accuracy and reliability of all shoe cleaning services provided. Z-WASH shall not be responsible or liable for any loss or damage incurred to customers’ footwear throughout the whole cleaning service process.

Our cleaning services are designed for hygiene maintenance and stain reduction only. We cannot reverse permanent damage caused by long-term wear and tear, aging material, previous poor repairs or inherent manufacturing flaws of the shoes. We do not guarantee perfect stain removal results for every pair of footwear.

All shoe materials come with natural inherent defects. The cleaning effect is limited by the original condition of your shoes. If you have special cleaning expectations or customized requests, please fully clarify with our staff before confirming your order. We will assess and fulfill requests on a case-by-case basis only.

Cancellation & Refund Policy

Due to our fast turnaround cleaning workflow, we enforce strict cancellation rules. We reserve the right to reject cancellation requests if you simply change your mind after order payment and we have already started processing your shoes.

If you need to cancel the service due to unexpected emergencies, you must notify us via email zwash.sg@gmail.com within 12 hours after placing your order. Free delivery is provided for all orders, and delivery costs will not be deducted for eligible cancellations made within the 12-hour window.

Inspection & Damage Notification Rules

We highly recommend you fully inspect your footwear on the day of collection to check for stains, marks or damage on site. If you find any unsatisfactory cleaning results or defects after receiving your shoes, you must contact us within 12 hours of collection for further assessment.

Refund Eligibility

Full or partial refunds are only available for issues caused by our operational negligence verified after inspection. Refund applications submitted beyond the 12-hour notification window will not be accepted.

Liability Policy

We accept footwear in all conditions for deep cleaning and are not liable for minor material wear, faded texture or subtle scuffs exposed during cleaning that stem from the shoes’ pre-existing aged condition.

In rare cases where permanent damage to your footwear is proven to be caused by our staff’s negligence, our maximum total liability cap is SGD 100 per pair of shoes. To file a compensation claim, you must reach out to us within 24 hours after shoe collection and provide your original order receipt. The damaged shoe must be retained by us for inspection when settling the claim.

Z-WASH bears no responsibility for lost or damaged footwear after successful delivery. We will take delivery photos as proof of completed handover for all orders. For all enquiries, email us at zwash.sg@gmail.com.