Refunds and cancellations

1. If the fault is ours, you get everything back

We refund the full amount you paid when we could not provide the service for a reason on our side. For example:

• The console, table or machine you paid for was not working.
• There was a power cut or a failure in the shop during your slot.
• Your payment arrived after the slot had already been released. In that case the system refunds it on its own, without you having to ask.
• If the failure happens halfway through your slot, we give you the missing time at another time or refund what you paid for that time, whichever you prefer. If a washer or dryer fails halfway through its cycle, we finish your service in another machine at no cost or refund the full amount.

2. How the money comes back

• Through the same method you paid with: to the same card or the same Yape or Plin. If you paid cash at the shop, in cash.
• Your receipt is not deleted: we issue an electronic credit note that corrects it before SUNAT and email it to you.
• Every refund is recorded with its transaction number, so you can trace it with your bank.

3. Timing

We make the refund within 5 business days at most from when you ask for it or from when we confirm the failure. How long it takes to show depends on how you paid:

• To a card: if the refund is made on the day of the payment, the charge is voided and stops showing on your statement within 10 calendar days at most; if it is made later, your bank may take up to 30 calendar days to show it.
• Yape or Plin: it reaches the same number you paid with, within that period.
• In cash: at the counter, as soon as we confirm it.

4. Cancelling a booking

You can cancel at no cost up to 30 minutes before the reserved time: tell us at the counter, on WhatsApp at +51 982 722 383 or by email at contacto@duolavanderia.com. The time we receive your message is what counts, and we refund everything you paid. If you cancel later or do not show up, the payment is not refunded or moved to another time. For now a paid booking cannot be cancelled from the app.

5. Unused laundry services

A paid laundry service is valid for 30 calendar days from payment. If you do not use it within that period, it expires and is not refunded.

6. If you disagree

File your claim in the Complaints Book. You get your coded sheet instantly and we answer within 15 business days at most.