Terms & Conditions

1. About these terms & how you accept them

These terms apply to every laundry service Oxbrite Sdn Bhd provides. You accept them when you place an order with us — at the counter, by message, or by tapping Confirm on a WhatsApp wash confirmation. The confirmation you receive, the receipt's terms footer, and this page are all one agreement.

2. Services & quotes

• Every order is quoted before cleaning — per piece or per kg, agreed with you first.
• Stain treatment is billed at 1.3× the standard rate, only with your agreement on the quote.
• Express service costs more. Standard turnaround is about 2 days — we aim for it, but it is not a guarantee. If a paid express deadline is missed, the express fee is credited to your account.
• The final bill is prepared after your confirmation and the actual wash.

3. Care labels & declared value

• Basic Wash is charged by weight and received as a bulk, non-itemised load. We do not list every garment unless an itemised service is separately agreed.
• For a walk-in load, the receiving record is the intake photo(s), bag count and recorded weight. An intake photo may not show every garment individually.
• Care labels apply to itemised services only — for example, dry cleaning or any other cleaning where individual items are separately specified. For those items, we follow the care label where practical.
• For Basic Wash, Oxbrite does not inspect or process every garment by its individual care label. Please identify delicate, special-care or high-value items at drop-off. No care label on an itemised service = cleaned at your risk.
• Items worth more than RM300 must be declared at drop-off. Undeclared items are treated at the standard cap in section 4.
• Please empty pockets, remove detachable accessories and tell us about existing damage, weak fabric, colour-bleed risk or special handling. We cannot take responsibility for undisclosed contents or condition.

4. Liability & claims

• If we lose or damage an item, our liability is capped at 5× the wash fee for that item or RM300 — whichever is lower (RM300 for declared items accepted under section 3).
• Claims must reach us within 48 hours of collection, in writing via WhatsApp, with a photo of the item. For damage, keep the item unwashed and available for inspection. For a missing item, keep the returned load, bag and packaging available for inspection.
• We cannot accept claims for shrinkage, colour loss, or normal wear and tear.
• We are not liable for indirect or consequential loss (for example, the value of a missed event), or for damage arising from the inherent weakness, dye instability, or manufacturing defect of a fabric — including where the care label was followed.
• Approved claims are settled as account credit or a like-for-like remedy, at our discretion.

5. Receiving, collection, delivery & photos

• For walk-in orders, we photograph the load when we receive it. The intake photos, bag count and recorded weight are the receiving record both sides rely on.
• Please make sure the items you hand over are the items you want washed — what our receiving record shows is what we received.
• At collection, please check the returned load against your receipt. Tell us about any missing or damaged item before leaving where possible.
• We deliver within Klang Valley coverage zones. If nobody is present at an agreed delivery, we will recontact you to rebook.

6. Payment

• All prices are in Ringgit Malaysia (RM).
• Walk-in orders are payable on collection: DuitNow QR, card, or cash.
• Subscription renewals are payable by the due date shown on your renewal notice (see section 7).

7. Subscriptions

• Renewal: your plan is billed monthly. Each payment buys a package of 4 pickups with one pooled weight allowance, valid for 2 months from the package start. We send a renewal notice on WhatsApp before any charge.
• Kg pool: unused weight rolls into the next cycle for 1 month and expires 2 months after it was granted.
• Freeze: you may freeze your plan once a year for up to 1 month — tell us 7 days ahead.
• Cancellation: give us 14 days' notice before your next billing date. The current paid cycle runs to its end.
• No cash refunds: approved refunds are credited to your Oxbrite account, not returned as cash.
• Price changes: we give at least 30 days' WhatsApp notice before any plan price change.
• Missed payments: a 7-day grace period, then the plan pauses — your kg pool freezes and arrears must be settled to reactivate.
• Fair use: the plan pool is for your own household and cannot be shared, transferred, or resold commercially. We may terminate serious misuse with pro-rata credit for the unused portion.

8. Uncollected items

• Please collect within 30 days of our ready notice.
• After 30 days we send a WhatsApp reminder; 5 days after that reminder, uncollected items may be donated or disposed of.
• We may charge a storage fee for items held beyond 14 days after the ready notice. We retain goods until amounts owed are paid (a bailee's lien).

9. Privacy (PDPA 2010)

• We use your contact details and order data to provide the service, send you confirmations, receipts and notices, and keep records required of us.
• We do not sell your data. We share it only with providers who help us operate (payments, messaging, storage) and as the law requires.
• You may request access to, or correction of, your personal data by messaging us on WhatsApp.
• Full details: our Privacy Policy. A data-protection officer contact and breach-notification practice are maintained per PDPA 2010.

10. Pickup cancellation & no-shows

• Tell us as early as you can if you need to move or cancel a pickup — message us on WhatsApp and we will rebook at no charge.
• If our driver arrives and the laundry is not ready or nobody responds, the pickup is logged as a no-show and rebooked.

11. Changes to these terms

• These terms are versioned; the current version and its effective date are stamped at the bottom of this page and on every receipt.
• When terms change, subscription customers get at least 30 days' notice before the change applies to them.

12. Governing law & disputes

• These terms are governed by the laws of Malaysia.
• If something goes wrong, message us first — we resolve nearly everything on the spot. Nothing here limits your rights under the Consumer Protection Act 1999, and you may pursue resolution through the Tribunal for Consumer Claims Malaysia (TTPM).