Service and Compensation Policy

Last updated: 3 September 2026

This policy applies to Spanish Laundries services, subject to applicable laws and mandatory consumer rights in the Kingdom of Saudi Arabia.

1. Clothes, blankets, and carpets should be collected within 45 days after the ready notification. Items exceeding this period remain subject to record review and applicable regulations.

2. Customers must empty all pockets and remove cash, valuables, and documents before handover. To the extent permitted by law, the laundry is not responsible for unreported contents that were not recorded at intake.

3. Please identify stains and their location at handover. The laundry will use appropriate care but cannot guarantee complete stain removal, particularly where an item has been washed before or the stain has set into the fabric.

4. Where loss or damage to a garment is confirmed to have resulted from processing by the laundry, compensation is capped at ten times the cleaning-service price for that item, regardless of its original value or age, following order review and subject to applicable law.

5. Where loss or damage to a carpet is confirmed to have resulted from processing by the laundry, compensation is capped at five times its cleaning-service price, regardless of its original value or age, following review and subject to applicable law.

6. Shoes are inspected before acceptance. The laundry does not guarantee against pre-existing weaknesses or material-related color or texture changes, while applying appropriate care during cleaning.

7. Any issue should be reported within one day after the order is received, quoting the order number and providing supporting photos where appropriate. This does not waive any mandatory statutory right.

8. If a customer is not satisfied with the cleaning result, complimentary reprocessing may be requested after the item is assessed and approved as suitable by the laundry manager.

9. An order or invoice number, or another verification method accepted by management, is required for collection. Items will not be released where collection authority cannot be verified.

10. Subscription-package credit is not refundable for cash after use begins, subject to applicable law and the approved package terms.

11. Customers should retain the order or invoice number until every item is collected and the order is closed.

12. Pickup and return fees apply once per order and include one pickup and one return. They are based on driving distance from the Al Rawdah branch to the customer address: SAR 5 up to 5 km, SAR 15 for more than 5 to 12 km, SAR 25 for more than 12 to 22 km, and SAR 35 for more than 22 to 35 km. Distances above 35 km are quoted manually, starting from SAR 45.

13. For orders above SAR 100, pickup and return are free up to 12 km. The customer pays SAR 10 for more than 12 to 22 km and SAR 20 for more than 22 to 35 km. Customer Service confirms the driving distance and final fee before approving the pickup window.