Terms and conditions

Last updated: 14 September 2026. Template only. Please have this reviewed by a South African attorney before publishing it live.

These terms apply to every booking made with Express Clean ("we", "us", "our") through this website or WhatsApp. By booking a collection you agree to them.

1. Our service

We collect laundry from an address you give us, have it washed, dried and folded or ironed (or dry cleaned, where you choose that service) at our partner store, and deliver it back to the address you give us. We are a collection and delivery service only; there is no walk-in or drop-off point.

We currently collect in Midrand only. If your address is outside that area the booking form will ask you to leave your details instead, and we will let you know when we start collecting near you. Addresses are checked against the suburbs we serve; if we cannot reach an address that slipped through, we will cancel the booking and refund anything paid.

2. Plans and what you pay

Every price on this site is in South African Rand and includes VAT where applicable. There are two parts to every order:

2.1 Collection and delivery

Flex (once off): R68.00 per collection, paid when you book.
Prepaid VIP (weekly): R45.00 per collection, R180.00 a month for four weekly collections.
Lifestyle (every two weeks): R60.00 per collection, R120.00 a month for two collections.
Monthly Saver: R60.00 a month for one collection.

Memberships are billed through PayFast on the 1st of every month. When you join part way through a month you pay, on the day you book, only for the collections left in that month at your plan's per-collection price; from the 1st of the following month PayFast bills the full monthly amount. Each monthly payment buys the plan's number of collections, scheduled on your usual weekday and time slot, one after the other with no gap. Collection fees cover the driver's trip to you and back and are not refundable once a collection has been made.

2.2 The laundry itself

Fixed-price items (shirts, dry cleaning, blankets, duvets, pillows, curtains, tablecloths and other per-item services) are priced from our published price list and paid together with your booking.
Items priced by weight (per-kilogram services such as wash, dry and fold) are weighed at our partner store. We send you a photo of the scale, the weight and the amount on WhatsApp with a secure PayFast link, and your laundry is returned once that balance is settled. The per-kilogram amount shown at booking is an estimate based on what you tell us is in the bag; the weighed amount is final.
Quoted items (beaded, leather, wedding and similar pieces) are inspected first and quoted on WhatsApp before any work starts.

Our prices are based on our partner store's price list plus a service margin of R8 per kilogram or per item, already included in every price you see. Prices may change; the price shown at the time of booking (fixed-price items) or weighing (items priced by weight) applies to that order.

3. Pausing, cancelling and rejoining a membership

Cancel or pause anytime. If you ever want to rejoin, just send us a quick WhatsApp and we'll reactivate your old subscription.

Pause: send us a WhatsApp and we pause your PayFast subscription the same business day. While paused you are not billed and no collections are scheduled. Message us again to resume; billing continues on the 1st of the following month.
Cancel: send us a WhatsApp and we cancel your PayFast subscription the same business day. Collections already paid for in the current month still happen unless you ask us to cancel them.
Rejoin: memberships are reactivated by us on request, on the same WhatsApp number. Until then that number can still book Flex collections on the site.
Fees already charged for a collection that has been made are not refunded. If a month has been paid for and you cancel before any of its collections, we refund the unused collections at the per-collection price.

4. Collection windows and missed collections

Collections happen within the two hour window you choose, between 06:00 and 19:00. Members keep the same weekday and window for every collection and can change it by replying on WhatsApp. If nobody is available and no alternative arrangement (security, a safe spot, a neighbour) was noted in your booking, the driver will message you on WhatsApp to reschedule. A second missed collection on the same order may be charged as a new Flex collection fee.

5. Your laundry bag

Please empty pockets, separate anything that needs different handling (dry cleaning, delicates, wool, beaded items) and tell us about stains or special instructions in the booking notes. We sort, check care labels and choose the wash accordingly. We are not responsible for items left in pockets or for damage to items placed in the wrong bag without a note.

6. Care of your items and liability

We follow garment care labels and take reasonable care of everything in our possession. We are not liable for pre-existing damage, colour bleed or shrinkage on items not labelled or disclosed, damage caused by items left in pockets, or items whose care label advises against the service you selected. Where an item is lost or damaged through our fault, our liability is limited to the reasonable replacement value of that item, up to ten times the amount paid for the service on that item. Please tell us about high-value items in your booking notes so we can handle them separately.

7. Drivers

Our drivers are independent contractors paid by Express Clean every week for the collections and deliveries they complete. Your payment goes to Express Clean only; you never pay a driver directly. Drivers receive only the details they need for your order: your name, WhatsApp number, the addresses and the time window.

8. Payments and PayFast

All payments are processed by PayFast (Pty) Ltd. We never see or store your card details. For memberships PayFast stores a billing token so it can bill you on the 1st of each month; you can also view or cancel a subscription from the PayFast confirmation email. If a monthly payment fails we will message you on WhatsApp; if it stays unpaid the membership is paused until it is settled.

9. Refunds

A Flex collection fee is refunded in full if you cancel before the driver is dispatched.
Fixed-price items paid at booking are refunded if you cancel before collection; once cleaning has begun they are not refundable.
Amounts paid for items priced by weight are not refundable once the wash has begun.
Unused membership collections are refunded as set out in section 3.

Refunds go back to the card used through PayFast within ten business days. Where we have made a mistake, we will make it right: message us.

10. Communication

By booking you agree to receive order-related messages on the WhatsApp number and email address you give us: confirmations, the scale photo and amount, driver and delivery updates, membership billing notices and, if you asked to be told when we reach your area, that notice. We do not send marketing messages without asking you first.

11. Changes to these terms

We may update these terms from time to time. The date at the top shows the current version. Continued use of the service after a change is posted means you accept the updated terms.

12. Contact

Express Clean, Midrand. WhatsApp 078 026 3904 or email support@expressclean.co.za.