Well Lush Terms and Conditions

Effective Date: 29/10/2025

These Terms and Conditions ("Terms") govern the relationship between Well Lush ("Company", "we", "us") and participating laundry services ("Laundrettes") and customers ("Customers") using the Well Lush platform for laundry collection and delivery services.

Scope of Services

Well Lush facilitates the collection and delivery of laundry by connecting Customers with Laundrettes through an online platform. We provide order management, marketing support and logistics coordination with third-party couriers. Laundrettes using Well Lush do not need to operate or maintain their own fleets or drivers.

Service Offering

Service Type: Well Lush currently offers Wash, Dry & Fold services only. Ironing and specialist services are not offered through the platform unless explicitly listed on a Laundrette's profile.

Collection & Delivery Charges

Customers are responsible for all collection and delivery charges. Collection and delivery fees are displayed to the Customer at checkout and must be paid at the time the order is placed (unless otherwise stated on the order confirmation).

Order Assessment & Payment

After a Laundrette receives a physical order (following collection), the Laundrette will assess the load and determine the final total for cleaning.

• Automatic Payment Option: If configured for automatic collection, the assessed total will be charged to the Customer's payment method on file immediately after assessment.
• Customer Review Option: Alternatively, the assessed total may be set to require Customer review. In that case the Customer will be notified via the platform and must approve and complete payment through the Well Lush web application before the order is finalised for delivery.

The method used for each order (automatic charge or review-and-pay) will be indicated on the order confirmation and determined by the Laundrette settings or the Customer's selected checkout preference where applicable.

Payments, Refunds & Payouts

Payment Processing: Well Lush uses a secure third-party payment processor (Stripe) to handle card payments and refunds. All payments and refunds are processed in accordance with the processor's terms.

Payouts to Laundrettes: Completed transaction funds are processed on a daily basis and will be queued for disbursement to the Laundrette. There is a processing period of one week (7 calendar days) from the transaction date before funds are released to the Laundrette's account. This one-week period allows for any refunds, chargebacks or adjustments to be handled prior to payout.

Refunds and Adjustments: Refunds are handled in accordance with our refund policy and the payment processor's rules; any approved refunds will be processed to the original payment method.

Operational Guidelines

Same-Day Delivery: Laundrettes may offer same-day delivery and must define cutoff times during onboarding. Same-day availability depends on courier capacity and the Laundrette's chosen operating hours.

Service Hours: Well Lush operates between 08:00 and 23:00 daily for platform activity. Laundrettes set their own opening hours which are visible to Customers.

Responsibilities & Liability

Logistics: Collection and delivery are managed by our third-party courier partners. The courier is responsible for the safe transport of items in transit.

Laundrette Responsibilities: Laundrettes are responsible for the accurate cleaning, handling, packaging and labelling of orders returned for delivery. Laundrettes must inspect items and report any issues through the platform in line with our operational procedures.

Customer Responsibilities: Customers are responsible for correct sizing, labelling and declaring any special instructions or known issues (e.g., delicate items, pre-existing damage). Well Lush and Laundrettes shall not be liable for damage to items where the Customer failed to declare relevant information or where items were not suitable for the Wash, Dry & Fold service.

Indemnity

Laundrettes agree to indemnify and hold Well Lush and its courier partners harmless from liabilities, claims, losses or expenses arising from the Laundrette's negligent or wilful actions in laundering or packaging orders.

Cancellation & Amendments

Customers may cancel or amend orders according to the timescales shown during checkout. Cancellation fees may apply if the order has already been collected or is being processed by the Laundrette. Specific cancellation policies (including any applicable fees) will be shown at checkout for each order.

Termination

Either party may terminate use of the platform in accordance with the platform rules. Laundrettes may end their participation via their account page. Termination does not affect accrued rights or liabilities incurred prior to termination.

Changes to These Terms

We may update these Terms from time to time. When changes are made, we will post the revised Terms on this page with a new Effective Date. Continued use of the platform after changes indicates acceptance of the updated Terms.

By using our services you agree to the terms outlined in this document.

Leon Mitchell-Smith, sole trader trading as Well Lush