Refund and Cancellation Policy
1. Before you choose a washer
Nothing is charged. You can cancel a request at any time, and it expires on its own if no washer is chosen.
2. After you choose a washer, before the wash starts
You can cancel in the app until the washer starts washing. You get your money back in full:
- if your card was only held, the hold is released — your bank decides how quickly it disappears, usually within a few days;
- if your card was charged, the full amount is refunded to the same card — usually 5 to 10 business days to reflect.
3. Once the wash has started
The booking can no longer be cancelled in the app. If something went wrong, ask for a refund in the app within 48 hours of the wash (open the wash under Your washes and tap "Request a refund"); you can add photos. We review the job photos and both sides' accounts and let you know our decision, usually within 2 business days. We may refund you in full or in part.
An approved refund goes back to the card you paid with — usually 5 to 10 business days to reflect. Any part of the wash paid with ZipWash vouchers goes back onto your vouchers instead; vouchers are never paid out in cash.
4. If the washer cancels or doesn't arrive
You get a full refund, and you can request another washer.
4a. Washes booked for later
When you book a wash for a later time, nothing is charged when you choose your washer. Your card is held or charged 24 hours before the wash (straight away if the wash is less than that away). If that payment doesn't go through and isn't fixed in time, the booking is cancelled at no cost to you.
- Cancel more than 2 hours before the wash: free, and anything already paid comes back in full.
- Cancel within 2 hours of the wash (or after the washer has set off): a late-cancellation fee of 50% of the price is kept — most of it goes to the washer, who kept that time free for you — and the rest comes back to you. The app shows the exact amount before you confirm, and you get an invoice for the fee.
- If your washer gives the wash up or hasn't set off 15 minutes after the booked time, there is no fee: you can cancel and get everything back.
5. Invoices and credit notes
You get an invoice for every completed wash, and a credit note for any refund made after it. Both are in the app under Profile → Invoices & credit notes, and are emailed to you unless you switch that off under Notifications.
6. Chargebacks
Please contact us before asking your bank to reverse a payment — most problems are sorted out faster through a refund request. If your bank reverses a payment, we may share the booking's records (times, photos, messages) with the bank.
7. Tips
Tips are optional and are paid to the washer. A tip is refunded only if it was charged by mistake.
8. Contact
support@zipwash.co.za — please include your booking reference.