TERMS & CONDITIONS
CLEAN AS A WHISTLE LAUNDRY HUB
By placing an order, handing items to us, requesting collection or using our services in any way, you accept these Terms & Conditions.
1. DEFINITIONS
1.1 “Clean as a Whistle”, “CaaW”, “we”, “us”, “our” means the Clean as a Whistle business entity providing the service.
1.2 “Client”, “you”, “your” means the person or entity submitting items for cleaning or related services.
1.3 “Items” means clothing, linen, bedding, curtains, carpets, rugs, shoes and any article submitted to us.
1.4 “Order” means the service request for one or more items.
1.5 “Third-party provider” means any external service partner used to complete a service including dry cleaners, specialist cleaners, specialist repair and alteration providers and dyers.
2. SERVICES
2.1 We provide services depending on capacity and site offering, including laundry (wash, dry, fold and/or iron), dry cleaning, ironing, repairs and alterations, curtains, bedding, carpets and rugs and other specialist cleaning.
2.2 We also offer item dyeing where feasible, typically via a third-party provider. Dyeing is a high-risk service and is governed by Section 12.
2.3 Some services may be performed by third-party providers. Where we use third parties, Section 11 applies.
3. ORDERS, DROP-OFF, COLLECTION AND DELIVERY
3.1 Drop-off and collection points operate during published trading hours.
3.2 Collection and delivery are offered in selected areas and are subject to route capacity, access, weather and operational constraints.
3.3 You must ensure safe access and that items are handed to or received from an authorised person. If handover cannot be completed, we may reschedule and additional fees may apply.
4. TURNAROUND TIMES
4.1 Standard laundry is typically 48 hours depending on volume and capacity.
4.2 Same-day service may be offered only where explicitly agreed and where items are received before the applicable cut-off time and capacity allows.
4.3 Dry cleaning, dyeing, curtains, carpets, rugs, bulky items and specialist services typically take 2–5 working days and may take longer depending on service requirements and third-party capacity.
4.4 Turnaround times are targets, not guarantees. Delays may occur due to power outages, water interruptions, equipment faults, severe weather, high volumes, supplier delays or other operational circumstances.
5. PRICING
5.1 Pricing is based on our current price list and/or the quote provided at the time of order.
5.2 Quotes may change if item counts, item types, condition or requested services change after inspection.
5.3 Where a quote is required, work may be paused until you approve the quote in writing.
6. PAYMENT TERMS
6.1 Unless credit terms have been approved in writing, all work is on a cash-on-delivery basis and payment is due on delivery or before release of items.
6.2 EFT payments must be made immediately on receipt of the invoice unless otherwise agreed in writing.
6.3 If you pay by EFT, you must use your surname, phone number, account number or order number as the payment reference.
6.4 If payment does not reflect, you must provide proof of payment for reconciliation.
6.5 We reserve the right to withhold release of items until full payment is received and verified.
6.6 Interest on overdue amounts
If any amount remains unpaid after the due date, we may charge interest on the overdue balance at the lesser of:
a) 2% per month, calculated daily and compounded monthly, or
b) the maximum rate permitted by applicable law.
Interest accrues from the day after the due date until payment is received in full and cleared.
6.7 Collection, recovery and administration costs
You agree to pay all reasonable costs we incur to recover overdue amounts, including administration fees, tracing fees, payment demand costs, default listing costs where applicable and debt collection, attorney and legal fees where permissible.
6.8 Third-party recovery
We may appoint a third party to assist with payment collection, recovery processes and dispute administration, including a registered debt recovery service provider, credit bureau service provider, attorney or collection agent.
6.9 Information processing and sharing
You consent to us collecting, using and sharing your personal information and related account information for purposes of account administration, verifying your identity, assessing credit risk, collecting overdue amounts, preventing fraud and enforcing our rights.
This may include sharing information with credit bureaus, debt recovery service providers, attorneys, tracing agents and other service providers involved in recovery and compliance, subject to applicable law.
We will process and share only what is reasonably necessary for these purposes.
6.10 Default reporting and credit bureau listing
If you fail to pay an amount when due, we may, after giving any notice required by law, including any required notice periods, record your default and share relevant information with credit bureaus and other industry databases for purposes of risk mitigation and debt recovery and may list the default where legally permissible.
Any reasonable fees charged by third-party providers for such actions may be recovered from you in terms of clause 6.7, if allowed by law.
6.11 Notice and dispute process
Before taking formal recovery steps, we may issue written notices, payment demands or default warnings.
If you dispute an amount, you must notify us in writing within 7 days of receiving the relevant notice and provide supporting detail.
Disputes do not suspend the obligation to pay any undisputed portion.
7. ITEMS IN POCKETS, VALUABLES AND FOREIGN OBJECTS
7.1 You must empty all pockets and remove foreign objects and valuables before handing items to us, including cash, cards, keys, jewellery, watches, earphones, batteries, lighters, pens, markers, cosmetics, electronics, documents and anything breakable.
7.2 We do not check every pocket item-by-item and we are not a secure storage service.
7.3 We are not responsible for:
a) loss of items left in pockets
b) damage to items left in pockets
c) damage caused to clothing or other items due to items left in pockets, including ink marks, pen leaks, battery leaks or metal damage.
7.4 If we find items in pockets, we may set them aside for collection. Unclaimed found items may be disposed of after a reasonable period.
8. CLIENT RESPONSIBILITIES
8.1 You must disclose special care requirements, manufacturer warnings and known risks such as colour-run, shrinkage risk, fragile trims, embellishments, heat-sensitive prints and hand-wash-only items.
8.2 You must disclose existing stains, damage, weak seams, loose buttons and any prior repairs.
8.3 You must declare high-value or irreplaceable items in writing before processing and request written confirmation of any special handling.
9. QUALITY, STAINS AND LIMITATIONS
9.1 Stain removal is a best-effort process and is not guaranteed. Some stains are permanent or may set further depending on fabric type, age of stain and prior treatment.
9.2 We are not responsible for colour variation, shrinkage or fabric wear caused by garment condition, manufacturer defects, dye instability, prior washes or fabric composition.
9.3 We may refuse to process items that are unsafe or unsuitable for our equipment or processes.
10. CURTAINS, CARPETS, RUGS, UPHOLSTERY AND OTHER HIGHER-RISK ITEMS
10.1 Curtains, carpets and rugs
Curtains, carpets and rugs carry higher inherent risk due to size, dyes, backing materials, adhesives, sun damage, smoke residue and prior chemical treatments.
10.2 Inherent outcomes
You acknowledge and accept that curtains, carpets and rugs may experience one or more of the following outcomes even where reasonable care is taken:
a) shrinkage or dimensional change
b) colour fade or dye bleed
c) distortion, warping or stretching
d) damage to linings, hems, hooks, pleats, tapes, trims or stitching
e) delamination or deterioration of backing, rubber, latex or adhesive layers
f) permanent water marks, tide marks or stain setting
g) exposure of pre-existing sun damage, rot or fabric weakness.
10.3 Curtain removal and installation
Where you request curtain cleaning, you are responsible for removing and reinstalling curtains unless we explicitly agree otherwise in writing.
10.4 Upholstery, mattresses and on-site soft furnishings
Upholstery, including fabric and leather, reclining furniture, mattresses, rugs, fitted carpets and other on-site soft furnishing cleaning carry higher inherent risk due to dyes, fibre wear, foam and backing materials, adhesives, sun damage, smoke residue, body oils and prior chemical treatments.
10.5 Inherent outcomes for these items
You acknowledge and accept that these items may experience one or more of the following outcomes even where reasonable care is taken:
a) shrinkage or dimensional change
b) colour fade, dye bleed or discolouration
c) texture change, watermarking, tide marks or stain setting
d) tearing, seam failure, fraying or exposure of fabric weakness
e) pilling, fluffing or surface disturbance
f) delamination or deterioration of backing, foam, rubber, latex or adhesive layers
g) odour release or stain reappearance after drying
h) damage or change to trims, stitching, zips, labels or fittings
i) uneven outcomes due to mixed materials or prior treatments.
10.6 Pre-existing defects and previous treatments
Older items, worn textiles, sun-damaged fibres, weakened seams, manufacturing defects, prior repairs and prior treatments, including stain protectors, spot cleaners, solvents, dyes, bleaches or other chemicals, increase risk and may lead to unforeseen outcomes.
10.7 Stain removal
Stain and odour removal is a best-effort process and is not guaranteed. Some stains and odours are permanent, may reappear after drying or may worsen depending on fabric type, age of stain, contamination type and prior treatments.
10.8 On-site access and working conditions
Where services are performed on-site at your premises, you must ensure safe access and a safe working environment including reasonable working space, parking and, where required, access to water and electricity.
If access cannot be completed or the environment is unsafe, we may reschedule and additional fees may apply.
10.9 No surprise pricing
Where item condition differs materially from what was disclosed or visible, including heavy soiling, pet hair, urine contamination, mould or smoke residue, any additional charges must be quoted and approved by you in writing before work proceeds.
10.10 Liability limitation for inherent risk
We are not liable for damage, loss or unsatisfactory outcomes caused by or arising from pre-existing defects, inherent faults, wear and tear, ageing, manufacturing defects, dye instability, prior treatments, prior repairs or any condition not reasonably visible prior to cleaning.
Section 13, Damage, Loss, Missing Items and Claims, also applies.
11. THIRD-PARTY PROVIDERS
11.1 We may use third-party providers for dry cleaning, specialist cleaning, dyeing and certain repairs or alterations where appropriate.
11.2 We select partners responsibly but cannot accept liability for loss or damage occurring outside our facility or arising from third-party processes beyond what that third party contractually accepts.
11.3 Where a third party applies its own limitations or indemnities, those limitations apply in addition to these Terms.
12. DYEING – SPECIAL CONDITIONS AND RISKS
12.1 Dyeing is requested at your risk. Dye outcome is not guaranteed and results vary based on fabric type, fibre blend, existing colour, previous treatments and garment condition.
12.2 Shade and colour results
a) the colour chart or samples are a guideline only and final shade may vary
b) dye results on non-white or pre-coloured items are unpredictable and the original colour will influence the final colour
c) mixed fabrics, including natural and synthetic blends, may dye unevenly or appear greyed or patchy.
12.3 Construction and fittings risks
a) stitching, thread and trims may not take dye and often remain the original colour
b) fittings, buttons, zips, elastic, labels, linings and interfacings may change, weaken, detach or be damaged
c) existing loose fittings may fall off.
12.4 Fabric weakness and wear risks
a) dyeing is done at higher temperatures and may cause shrinkage, especially for items labelled “dry clean only”
b) ageing fabric, seam stress, bleach damage, acid damage or sun damage can lead to tearing, fraying or seam failure.
12.5 Stains and marks
a) dyeing can highlight or fail to conceal stains, marks or blemishes
b) sun-faded fabric may not absorb dye well
c) deodorant, perfume, iron marks and chemical marks may become more prominent after dyeing.
12.6 Branded and labelled items
We do not guarantee dye outcomes for branded clothing or items where fibre composition, authenticity or dyes are uncertain.
12.7 Your responsibilities for dyeing
a) you must disclose any bleach use, stain removers, colour treatments or prior dye attempts
b) you must approve the dye colour direction knowing it is an estimate, not a promise
c) you must sign any dyeing indemnity form required by the service provider where applicable.
12.8 Liability limit for dyeing
If we accept negligence on our part, our maximum compensation is limited to the lesser of the proof-of-purchase value or R1,000 per item unless a higher value was declared and accepted by us in writing before processing.
13. DAMAGE, LOSS, MISSING ITEMS AND CLAIMS
13.1 You must inspect items within 24 hours of delivery or collection.
13.2 Any claim for missing items or damage must be reported within 24 hours of delivery or collection. Claims reported after this period may be rejected.
13.3 For any claim you must provide the invoice or order reference and a clear description and photos where possible. Proof of purchase is required where compensation is requested.
13.4 If we accept responsibility for damage or loss, we may, having regard to the circumstances and nature of the loss, offer an appropriate remedy including re-cleaning, repair, replacement where reasonably possible, CleanWallet credit, refund of the processing fee and/or compensation for the item subject to the limitations in these Terms.
13.5 Unless a higher declared value was agreed in writing before processing, our maximum compensation is limited to R1,000 per item.
13.6 We are not liable for consequential or indirect losses including business loss, rental costs, travel costs, missed events or replacement inconvenience.
13.7 We are not liable for loss of items left in pockets, valuables or foreign objects as provided for in Section 7.
14. UNCOLLECTED ITEMS, STORAGE AND ABANDONMENT
14.1 You must collect items promptly once notified.
14.2 Items not collected within 30 days of notification may incur storage and handling charges.
14.3 Items left uncollected for an extended period may be treated as abandoned and may be disposed of or donated after reasonable attempts to contact you. Any storage and administration charges remain payable.
15. CANCELLATIONS AND REFUNDS
15.1 If work has started, cancellations are not guaranteed and charges may apply for work already completed or costs already incurred.
15.2 If you cancel after collection has occurred, collection and administration fees may still be payable.
15.3 Refunds, where applicable, may be processed via the original payment method or as CleanWallet credit.
16. OPERATIONAL DISRUPTIONS
We are not liable for delays or non-performance caused by events outside our reasonable control including power outages, water interruptions, equipment faults, severe weather, fuel shortages, civil unrest or supplier and third-party failures.
17. CHANGES TO THESE TERMS
We may update these Terms & Conditions from time to time. The version published on our website is the current version.
The Terms & Conditions applicable to a particular order are those applicable when the relevant service transaction is entered into.
INVOICES, QUOTES AND WHATSAPP COMMUNICATIONS – SUMMARY
The following is a summary only. The full Terms & Conditions above apply.
Payment is COD unless credit terms have been approved. EFT is due immediately on invoice receipt. Use your surname, phone number, account number or order number as the payment reference and provide proof of payment where required.
Empty all pockets before submitting items. We are not liable for loss of or damage caused by items left in pockets.
Inspect items within 24 hours and report any damage or missing items within 24 hours.
Unless a higher value is declared and accepted in writing before processing, compensation is limited to R1,000 per item subject to these Terms.
Curtains, carpets, rugs, upholstery, mattresses and dyeing carry higher inherent risks including shrinkage, dye bleed, backing failure, fabric deterioration and uneven colour outcomes.
Overdue accounts may be handed to third-party recovery providers and may be reported to credit bureaus and industry databases where legally permissible.
PROMOTIONAL TERMS & CONDITIONS
CaaW Atelier Launch – R100 CleanWallet Offer
These promotional terms apply specifically to the Clean as a Whistle CaaW Atelier Launch R100 CleanWallet Offer. They are separate from Clean as a Whistle’s standard service Terms & Conditions above.
Registration for this promotion does not constitute a service transaction with Clean as a Whistle. Clean as a Whistle’s standard service Terms & Conditions will apply when a customer subsequently places an order or makes use of a Clean as a Whistle service.
1. The Offer
Customers who successfully register for the CaaW Atelier Launch Offer by 23:59 on 30 September 2026 will qualify to receive R100 promotional credit loaded to their Clean as a Whistle CleanWallet.
The promotional credit is intended to introduce customers to the new CaaW Atelier at Shopping on EastWay and may be used during the promotional redemption period set out below.
2. Who may participate
The offer is available to both new and existing Clean as a Whistle customers.
New customers must provide the information requested on the promotional registration form to enable a Clean as a Whistle customer account to be created.
Existing customers may participate by submitting the promotional registration form to confirm or update their existing customer details.
Participation in the promotion does not require a customer to make a purchase at the time of registration.
3. Registration deadline
Registrations must be successfully submitted by 23:59 on 30 September 2026.
Registrations received after this deadline will not qualify for the R100 promotional CleanWallet credit.
Submission of the registration form does not entitle a customer to promotional credit where the registration is duplicated, fraudulent, materially incomplete or otherwise does not comply with these promotional terms.
4. One promotional credit per customer
Each customer may receive a maximum of one R100 promotional CleanWallet credit under this offer.
The offer may not be claimed multiple times by using different mobile numbers, customer accounts, names or other details for the same person.
Where Clean as a Whistle reasonably identifies duplicate or manipulated registrations, it reserves the right to reject the additional registration or reverse promotional credit incorrectly awarded.
5. Loading of the promotional credit
Qualifying customers will have R100 promotional credit loaded to their CleanWallet for use during the redemption period.
The promotional credit is separate from any cash, refund, compensation or other non-promotional CleanWallet balance that a customer may already have.
The promotional credit is subject to the specific expiry provisions of this offer.
6. Redemption period
The R100 promotional credit may be used from 1 October 2026 until 31 October 2026.
Any unused portion of the promotional R100 balance will expire at 23:59 on 31 October 2026 and may thereafter be removed from the customer’s CleanWallet.
No extension, cash payment or replacement credit will be due in respect of promotional credit that expires unused.
7. Where the promotional credit may be used
The promotional credit may be redeemed during the promotional redemption period against any Clean as a Whistle service processed through CaaW Atelier at Shopping on EastWay, whether the order is placed in-store or through an eligible Clean as a Whistle collection and delivery service.
The promotional credit may be used towards any Clean as a Whistle service available to the customer, subject to normal service availability.
8. The R100 does not have to be used at once
Customers are not required to use the full R100 promotional credit in a single transaction.
For example, if R70 of promotional credit is used, the remaining R30 will remain available in the customer’s CleanWallet for subsequent qualifying transactions until it is used or expires on 31 October 2026, whichever occurs first.
9. No cash value
The R100 promotional CleanWallet credit:
a) cannot be redeemed or exchanged for cash
b) cannot be withdrawn from CleanWallet
c) cannot be transferred or sold to another person
d) cannot be converted into a cash refund
e) cannot be used to obtain cash change.
Where a transaction is worth less than the customer’s remaining promotional balance, the unused promotional balance remains in CleanWallet subject to the expiry date above.
10. Collection and delivery
Clean as a Whistle’s free collection and delivery service is available within Midstream and designated surrounding service areas only.
Registration for the CaaW Atelier Launch Offer does not automatically mean that a customer’s address qualifies for free collection and delivery.
Customers residing outside the applicable free collection and delivery area are still welcome to participate in the promotion and redeem their promotional credit in-store at CaaW Atelier.
11. Standard Clean as a Whistle service terms
Registration for this promotion does not itself constitute the placement of an order or purchase of a Clean as a Whistle service.
When a customer subsequently submits items for processing, requests collection or delivery or otherwise enters into a service transaction with Clean as a Whistle, that transaction will be subject to Clean as a Whistle’s standard Terms & Conditions applicable at the time of the transaction.
12. False information, duplication and abuse
Clean as a Whistle reserves the right to withhold, cancel or reverse promotional credit where it reasonably determines that:
a) a registration is duplicated
b) false or misleading customer information has been supplied
c) multiple registrations have been created to obtain additional promotional credit
d) the promotion has been manipulated or abused
e) promotional credit has been allocated as the result of an obvious administrative or technical error.
This provision will not be used to deny promotional credit legitimately earned in accordance with these terms.
13. Technical or administrative errors
If promotional credit is not loaded correctly due to a genuine technical or administrative error, a qualifying customer may contact Clean as a Whistle and provide the mobile number and details used when registering.
Clean as a Whistle will verify the registration and, where the customer qualified for the promotion, correct the promotional credit accordingly.
14. Changes to or withdrawal of the promotion
Clean as a Whistle reserves the right to reasonably amend, suspend or withdraw this promotion where circumstances outside its reasonable control, technical issues, fraud, abuse or other material circumstances make this necessary.
Any promotional credit already legitimately earned before such amendment, suspension or withdrawal will be honoured in accordance with the terms applicable when it was earned.
15. Personal information
Personal information submitted through the promotional registration form will be processed by Clean as a Whistle for the purposes of:
a) administering the promotion
b) creating or confirming the customer’s Clean as a Whistle account
c) allocating and administering promotional CleanWallet credit
d) preventing duplicate or fraudulent claims
e) communicating information reasonably necessary to administer the offer.
Personal information will be processed in accordance with applicable data protection legislation and Clean as a Whistle’s applicable privacy practices.
Participation in this promotion does not, by itself, constitute consent to receive unrelated direct marketing communications.
16. Acceptance of these promotional terms
By submitting the CaaW Atelier Launch R100 promotional registration form and selecting the required acceptance checkbox, the customer confirms that they have read and accepted these CaaW Atelier Launch R100 Offer Terms & Conditions.
Clean as a Whistle Laundry Hub