Terms of service

Publisher: Washed, a commercial entity being formed in Lomé, Togo.

Contact: [email protected].

Postal address: to be completed by the founder — operational bureau in Lomé.

In this document the following terms have the meaning given below.

• Washed, we — the commercial entity that operates the platform.
• Subscriber, you — the adult individual who subscribes to a Washed plan for their household.
• Laveuse, service provider — the independent person who performs the home laundry visit. Formally designated laundry service provider in administrative documents.
• Visit — a service session at your home delivered by the service provider, bracketed by geolocated check-in and check-out.
• Plan — the subscription you take out. As of this version: T1 (3,000 XOF/month, one visit per cycle), T2 (4,500 XOF/month, two visits per cycle), FE — Famille Essentiel (10,000 XOF/month, one visit per cycle, a single household, 2+ people at one address), FC — Famille Confort (20,000 XOF/month, two visits per cycle, a single household, 2+ people at one address). The reference price grid is the one displayed in the app.
• Bureau — the Washed internal operations team that oversees assignments, payments, disputes, and support.
• App — the Washed mobile application (iOS first, Android later).

Washed offers a subscription to recurring home laundry visits. What we do: we operate a platform that lets you subscribe to recurring visits, assign a service provider to your address based on neighborhood, available capacity, and operational constraints, coordinate the visit calendar (preferred day, preferred slot), process the monthly mobile-money payment via PayDunya, investigate disputes through the bureau, and provide the tools — app, payment, tracking, support — that make the relationship between you and the service provider work smoothly.

What we do not do: Washed is a connection and organization platform — we are neither the direct employer of the service providers nor the strict-sense provider of the laundry service. The service providers are independent contractors who operate autonomously, with their own tools, know-how, and organization, within the platform’s common operational rules.

Access conditions: you must be an adult individual (≥ 18 years), residing in Lomé within an active Washed service zone (the list of served neighborhoods is shown at signup), with an active Togolese phone number, a Mixx by Yas or Flooz mobile-money account, and a compatible smartphone (the app is available on the iOS App Store first).

Authentication: you sign in with your phone number and a six-digit OTP code sent by SMS through our provider KingSMS. The code is valid for only a short window and must never be shared with anyone. Any sign-in to your account is deemed to come from you until you report a compromise. If you lose access to your phone number, contact [email protected] to start the account-recovery process.

Accuracy of information: you commit to providing accurate information (name, address, mobile-money number) and to keeping it up to date. An imprecise address or wrong mobile-money number can prevent service delivery and does not entitle you to a refund.

Available plans and their prices are shown in the app (screens X-04, X-25) and on washedafrica.com. Prices are listed in CFA francs (XOF) and are all-taxes-included. Washed reserves the right to adjust its price grid; any price change is notified in the app at least 30 days before it takes effect — you have that window to cancel if the new grid does not suit you.

Payment is exclusively by mobile money, via Mixx by Yas or Flooz, on the number you registered in the app. The debit is executed by our aggregator PayDunya. No bank cards are accepted at this stage. The debit happens at each billing cycle according to your plan. The exact date and amount are visible on the Billing history screen (X-26) and in the confirmation SMS from your mobile-money provider.

Payment failure: if a debit fails (insufficient balance, invalid number, provider unavailable), we retry according to a controlled retry policy. Your subscription moves to status payment_overdue in our systems, which is surfaced in the app. After a reasonable delay without resolution, future visits may be suspended until the situation is resolved. No late fee or financial penalty is charged for an isolated payment failure. Manual resolution is available via support.

Receipts: you receive a summary of debits in the billing history. On request to [email protected], we can issue an individual receipt for a given transaction.

• T1 — 3,000 XOF per month, one visit per cycle (price applies to subscriptions taken out on or after June 10, 2026; T1 subscriptions started before that date keep their 2,500 XOF monthly price while the plan stays unchanged — a plan change applies the current grid).
• T2 — 4,500 XOF per month, two visits per cycle.
• FE (Famille Essentiel) — 10,000 XOF per month, one visit per cycle, for a single household, 2+ people at one address.
• FC (Famille Confort) — 20,000 XOF per month, two visits per cycle, for a single household, 2+ people at one address.

Pause: you can pause your subscription from the app (screen X-22) — for example during a long absence. During pause, no debit happens and no visit is scheduled. You resume the service at any time via the resume screen (X-22.R).

Address change: you can request an address change from the app (screen X-25). A new address can lead to a change of service provider if it falls within another service neighborhood. The bureau validates the request and confirms within a reasonable delay.

Cancellation: you can cancel your subscription at any time, free of charge, from the app (screen X-19.R) or by email to [email protected]. Cancellation takes effect at the end of the current billing cycle. Visits already debited remain due; visits not yet debited are cancelled without charge. On cancellation, your data is retained per our Privacy Policy — history remains visible from your account for 90 days, then purged according to the applicable retention schedule.

Service provider replacement: you can request to change service provider (X-30) if the relationship does not work. The bureau reviews the request and reassigns if operational capacity allows. No reason is required.

On your side (subscriber) — you commit to giving access to your home at the scheduled time, making the laundry accessible (no clothes lost under furniture, sorted by color if you choose), treating the service provider with respect (polite forms of address, basic courtesy, safe environment), reporting any dispute honestly with a clear factual description, not making direct payments or imposed tips outside the platform, and respecting the service provider’s privacy — no audio or video recording without her explicit consent.

Off-platform payments expose both parties to risk and deprive the service provider of Washed’s operational protections (dispute coverage, GPS tracking, regularized payment).

On the service provider’s side — service providers also commit, via a separate provider agreement, to arriving at the agreed slot and signaling any delay in advance, completing a geolocated check-in and check-out at your home via the app, capturing a before and an after photo at each visit as proof of service, respecting your home, your family, and your belongings, and not soliciting off-platform payment.

Mutual respect commitment — any behavior of harassment, discrimination, or violence — verbal, physical, sexual, or racist — by either party may lead to the immediate suspension of the relevant account and, where appropriate, reporting to the competent authorities.

Reporting: if you notice a problem during a visit (missed visit, unjustified delay, material damage, missing or damaged garment, inappropriate behavior), you can open a dispute from the Report a problem screen (X-17), selecting the incident type and describing the facts.

Bureau investigation: the bureau has an indicative timeframe of 5 business days to investigate your case, drawing on the before/after photos captured by the service provider, the GPS history of check-in and check-out, your written description, and where useful a follow-up exchange with you and with the service provider.

Possible outcomes: depending on the case file, the outcome may be a makeup visit offered by Washed, a partial credit on the next bill, a full credit equal to the disputed visit, or a material compensation for proven garment damage within the limits set out in the next article. You are informed of the decision and its justification from the dispute screen.

Appeal: if you contest the outcome of a dispute, you can request a review by email to [email protected]. Failing an amicable settlement, your ordinary legal remedies remain available.

Platform position: Washed is a connection and organization platform. We do not directly provide the laundry service; it is performed by the service provider, an independent contractor. We commit to the quality of the platform — availability, payment security, fair dispute resolution. We do not commit as the direct and systematic party responsible for any degradation that could occur during a visit.

Dispute coverage: for proven material damage to a garment (tear, discoloration, loss), established during a dispute investigation and attributable to a service-provider fault, Washed may grant a compensation. The per-incident cap remains to be confirmed by legal counsel and the eventual insurance partner — typically between 5,000 and 25,000 XOF per isolated incident. The compensation is paid as Washed credit or, on motivated request, as a mobile-money payment to your registered number.

Exclusions from compensation: haute-couture brand garments, garments with a pre-existing defect, garments for which the manufacturer’s care instructions could not be followed due to an unreadable label, garments handed over in a state that should have led to a refusal of intake.

Insurance partnership: Washed is working on a partnership with a local insurer to cover claims beyond the limits of internal compensation. Status as of this version: under formation. This section will be updated once coverage is effective.

Cases excluded in any event: damage caused by force majeure (natural disaster, major water or power outage, etc.), damage caused by a prior defect of the garment or unsignaled fragility, indirect losses (lost profits, moral damages, etc.), damage resulting from manifestly non-customary instructions you may have given the service provider.

We reserve the right to suspend or terminate your account, without notice if necessary, in the following cases: proven payment fraud or fraud attempt, unjustified multiplication of disputes contradicted by investigation elements, harassment or threats or inappropriate behavior toward a service provider or a bureau member, illegal request or request contrary to the service provider’s privacy, persistent non-payment after a reasonable formal notice.

Suspension is subject to a clear and motivated notification. You can submit your observations by email to [email protected]. In case of termination for serious fault, any pending compensations may be cancelled.

The Washed brand, logo, app, washedafrica.com site, their visual identity, and source code are Washed property.

You benefit from a personal, non-transferable license to use the app for the sole purpose of using the service.

The content you provide (comments, dispute descriptions, profile photo) remains your property. You grant Washed a non-exclusive license to use it for the sole purpose of operating the service — display in the app, dispute investigation, anonymized service-quality analysis.

The processing of your personal data is governed by the Privacy Policy available at /confidentialite (FR) or /privacy (EN) on washedafrica.com and in the app. The Privacy Policy is an integral part of these terms.

We may modify these terms to reflect a service evolution or a legal obligation. For a substantive change we notify you by in-app notification on the next launch and by email if we have a verified address on file.

You have 30 days to review the changes. If you continue to use the service after that delay, you are deemed to have accepted the new version. If you refuse the changes, you can cancel your subscription free of charge. A minor change (spelling fix, drafting clarification, contact-info update) does not trigger this notification.

These terms are governed by Togolese law.

For commercial aspects within the scope of the Organisation for the Harmonization of Business Law in Africa (OHADA), the corresponding Uniform Acts apply — notably the Uniform Act on general commercial law and the Uniform Act on contracts for the carriage of goods by road where applicable.

In case of a dispute relating to the performance of these terms, the parties seek an amicable resolution first via support at [email protected]. Failing that, the competent courts are those of the Lomé jurisdiction.

Severability — if any clause of these terms is held invalid or unenforceable by a court decision, the other clauses remain fully in force.

No waiver — Washed’s failure at any given moment to rely on a clause of these terms does not constitute a waiver of the right to rely on that same clause later.

Entire agreement — these terms, the Privacy Policy, and any signed written communication between the parties constitute the entire agreement between you and Washed on the subject of the service.

For any question, complaint, or request relating to these terms:

• Email: [email protected].
• App: integrated support (screens X-29, X-29.A).
• Postal address: to be completed by the founder — operational bureau in Lomé, Togo.