TERMS & CONDITIONS

Service Pricing

The total laundry cost is determined based on the number of garments, type/category of garments, estimated processing time, and type of service selected by the customer — all of which are listed in the applicable price list. Pricing agreement is confirmed upfront at the time the customer hands over their garments to our staff.

 Processing Time

Processing time is calculated from the moment garments are received by our staff. Estimated processing time may vary depending on the selected service package, volume of garments, garment condition, and operational circumstances. Any change in the estimated processing time will be communicated to the customer promptly.

Garment Inspection

A detailed inspection is conducted per garment item by our staff in the presence of the customer. Customers are also expected to check the contents of all pockets and bags before handing over their garments. If a customer is unable or unwilling to participate in the joint inspection process, the customer must conduct their own inspection beforehand, which will be considered as acceptance of the garments' condition as submitted.

 Valuables Left in Garments

LUNOX Laundry is not responsible for any items left inside pockets, bags, or folds of garments — including but not limited to cash, important documents, jewelry, or other valuables. Customers are required to check and secure all contents of their garments prior to the handover process.

Claim Submission Procedure

Claims for damage and/or loss must be submitted no later than 3 × 24 hours after the garments have been received by the customer. Claims must be accompanied by the original receipt/proof of transaction. Claims submitted after the designated time limit or without the original receipt will not be processed.

Claim Resolution & Compensation

Approved claims, as mutually agreed upon by both parties, may be resolved in the form of replacement garments or monetary compensation, with a maximum compensation value of 10 (ten) times the laundry service fee for the item in question. Compensation is not based on the original purchase price of the garment. Compensation may also be offered in the form of store vouchers as an alternative, to retain the customer's continued trust and patronage.

Express Service

Express service is subject to an additional charge in accordance with the applicable rates. The estimated completion time for express orders may change due to operational conditions; if an unavoidable change occurs, the customer will be notified via WhatsApp or email. In the event of a delay caused by LUNOX Laundry, the customer is entitled to compensation in the form of a service discount. For every 3 hours of delay, the customer will receive a 10% discount voucher as compensation.

 Pick-Up & Delivery Service

Pick-up and delivery services follow LUNOX Laundry's operational schedule and routes. Delays caused by factors beyond our control — including traffic congestion, extreme weather, or force majeure — are not the responsibility of LUNOX Laundry; however, we are committed to proactively communicating updates to the customer. Schedules displayed on the application are estimates and are subject to change at any time.

Right to Refuse Garments

LUNOX Laundry reserves the right to refuse garments that contain hazardous materials, high-risk biological contaminants, or conditions that may damage our equipment or other customers' garments. In such cases, our staff will inform the customer of the reason for refusal in a polite and professional manner.

Amendments to Terms & Conditions

LUNOX Laundry reserves the right to amend these Terms & Conditions at any time. Material changes will be communicated to customers via the application, WhatsApp, or email at least 7 (seven) days prior to taking effect, except for changes required urgently due to regulatory or safety reasons. Customers are deemed to have accepted the changes if they continue to use LUNOX Laundry's services after the effective date of the amendment.

 Privacy & Personal Data Protection

LUNOX Laundry is committed to maintaining the confidentiality of customers' personal data (name, phone number, address, etc.) in accordance with applicable laws and regulations in Indonesia. Customer data is used solely for operational service purposes and will not be shared with third parties without the customer's consent, except as required by law.

 Loyalty Programs & Promotions

From time to time, LUNOX Laundry may offer loyalty programs, vouchers, or special promotions to customers. Specific terms for each promotional program will be communicated separately and may not be combined unless otherwise stated. LUNOX Laundry reserves the right to terminate any promotional program at any time with reasonable notice.

 Dispute Resolution

Any dispute arising between the customer and LUNOX Laundry shall first be resolved through mutual deliberation and consensus. If no agreement is reached within 14 (fourteen) calendar days, the dispute may be resolved through the applicable legal channels under the jurisdiction of the Republic of Indonesia.