Order Fulfillment & Returns Policy

Last Updated: 2/23/2025

1. Delivery & Shipping Policy

1.1 Service Areas

        • Services are available only in Saudi Arabia, specifically in Madinah and Riyadh.

1.2 Delivery Timelines

        • No same-day or next-day delivery.
        • Customers can select one of three available dates after placing an order.
        • For the chosen date, three-time slots are available:
          • Morning (8:00 AM – 12:00 PM)
          • Afternoon (1:00 PM – 4:00 PM)
          • Evening (4:00 PM – 8:00 PM)

1.3 Delivery Fees

        • Regular Delivery: 7 SAR (Standard processing and delivery).
        • Express Delivery: 10.5 SAR (Priority scheduling for faster processing).

1.4 Payment Confirmation

        • After successful payment, customers receive an in-app notification confirming the transaction.

1.5 Proof of Delivery

        • Drivers collect digital confirmation (via the Ghaseeli app) upon delivery.
        • Customers must confirm receipt through the app to complete the process.

1.6 Compliance

        • Ghaseeli operates in compliance with Saudi Arabian laws and does not provide services to OFAC-sanctioned countries.

2. Cancellation Policy

2.1 Cancellation Window

        • Orders can be canceled within 5 minutes of placement at no charge.
        • Cancellations after 5 minutes or once the order is picked up by a driver are not permitted.

2.2 Cancellation Process

        • Cancel via the Ghaseeli app under “Orders.”
        • Refunds (if applicable) are processed to the original payment method (see Refund Policy).

3. Refund Policy

3.1 Eligible Refund Scenarios

Refunds are processed only under these conditions:

        1. Damaged Items: Due to laundromat negligence (e.g., torn clothing).
        2. Service Failure: Laundry not delivered to the customer.
        3. Wrong Items: Incorrect items returned to the customer.

3.2 Non-Eligible Scenarios

        • Dissatisfaction with washing quality (unless objectively defective, e.g., stains not removed).
        • Change of mind after delivery.

3.3 Required Evidence

        • Submit photo evidence of damaged/wrong items via email to [email protected] within 24 hours of delivery.

3.4 Refund Process

        1. Initiate Request: Contact customer service at [email protected] within 24 hours of delivery.
        2. Investigation: Ghaseeli will review the claim and evidence within 3 business days.
        3. Refund Approval: If approved, refunds are credited to the original payment method within 10–45 days (dependent on the card-issuing bank).

4. Return Process

    • No replacements are offered.
    • Refunds are the sole remedy for eligible issues (see Section 3).

5. General Terms

5.1 Payment Methods

        • Accepted: Visa and MasterCard credit/debit cards and Apple Pay.
        • Transactions are processed only in Saudi Riyal (SAR).

5.2 Cardholder Responsibilities

        • Retain transaction records (e.g., bank statements).
        • Report unauthorized transactions immediately.

5.3 Policy Updates

        • Ghaseeli reserves the right to modify these policies. Changes take effect immediately upon posting on the app/website.
        • Customers are encouraged to review policies periodically.

6. Contact Us

For refund requests, cancellations, or inquiries:

Email: [email protected]

RAYC3998, 3998 Anas Ibn Malik Rd, 6622, Al Yasmeen District, Riyadh 13326, Saudi Arabia

Customer Service Hours: 9:00 AM – 5:00 PM (SAST), Monday to Thursday.

Compliance Note:
This policy adheres to Saudi Arabian laws, including regulations enforced by ZATCA (Zakat, Tax and Customs Authority).