This policy explains how to cancel bookings and subscriptions in the LB Pickup & Delivery App, and when and how refunds are made. The laundry service is provided by City Coin Laundry Sdn Bhd (Company No. 910338-D). Payments and refunds are processed by Paynwash Solutions Sdn Bhd through licensed payment gateways (Fiuu and GKash). This policy forms part of our Terms & Conditions.
1. Cancelling a booking
Laundry bookings, including dry cleaning, are paid in full when you book. What you get back depends on how far the order has progressed.
Free cancellation. Full refund of the amount paid.
Cancellation accepted. A cancellation fee of up to [the delivery charge] may be deducted; the balance is refunded.
Cannot be cancelled and is non-refundable. Your laundry will be completed and returned as normal.
Subscription quota: if the booking used one of your subscription washes and is cancelled before processing starts, that wash is returned to your monthly quota.
2. Unfinished or failed payments
Your order is confirmed and you receive a confirmation and receipt in the App.
No charge is made. The unpaid order is cancelled automatically (immediately or within about an hour). Simply book again.
If your bank account or card shows a deduction but the App shows the order as unpaid or cancelled, see section 7.
3. Damaged, missing or unsatisfactory orders
Rewash, refund or compensation. Compensation is limited to RM200 per order and never more than the amount you paid for that service.
We explain why. For example, the claim was made after 24 hours, or the damage is excluded (see below).
Not covered
- Pre-existing damage, defects, stains or wear and tear.
- Colour bleeding, shrinkage or fading from the "1 bag = 1 machine" wash method, or items unsuitable for machine washing that were placed in the bag.
- Items left in pockets, and valuables, cash or documents placed in the bag.
- Loss or theft after delivery to the place you instructed (e.g. left at a door or lobby as requested).
- Delays caused by traffic, weather or events outside our control.
If you chose the optional Risk-Free Insurance at booking, claims are assessed under its terms, which may give higher cover than the limit above.
4. Subscriptions: renewal, cancellation and failed payments
4.1 Automatic monthly renewal
Subscriptions (Bronze, Silver, Platinum) are paid by credit or debit card and renew automatically every month on the same date, at the current price of your plan, until you cancel. Your card is securely tokenised by the payment gateway so it can be charged each month; we never store your full card number.
Your subscription continues for another month, your wash quota resets, and you get a confirmation and receipt.
Your benefits pause and we notify you. We retry once a day, up to 3 attempts. Please make sure your card can be charged.
Your subscription ends and no further attempts are made. You can subscribe again at any time in the App.
4.2 Cancelling your subscription
- Subscription fees already charged are not refunded or prorated, including for unused washes in the current month.
- Subscriber benefits (free washes and dry-cleaning discounts) end when the cancellation takes effect.
- If you were charged for a renewal you believe you had already cancelled, contact us within [14] days and we will refund it in full if confirmed.
5. Subscription upgrades
When you upgrade to a higher plan, you pay a one-off top-up (the price difference) by card. The new plan applies immediately with a fresh quota for the current month, and the full new plan price is charged from your next renewal. Upgrade top-ups are non-refundable. Downgrades take effect only by cancelling and subscribing to the lower plan.
6. Bag purchases, vouchers and add-ons
- Laundry bags: non-refundable once delivered, unless the bag is defective or was not delivered, in which case we replace it or refund it in full. Report within [7] days of delivery.
- Add-ons (e.g. folding, softener) follow the same rule as the booking they belong to (section 1).
- Vouchers and discounts have no cash value. If a booking paid with a voucher is refunded, only the amount actually paid is refunded; a single-use voucher may be [reinstated at our discretion].
- Delivery charges and SST are refunded together with the booking when a full refund applies.
7. Payment errors and double charges
We either confirm your order or refund the amount in full, whichever you prefer.
The extra charge is refunded in full.
The deduction was likely a temporary bank hold. Holds are usually released automatically by your bank within a few days.
8. How refunds are paid
| Item | Details |
|---|---|
| Method | Refunded to your original payment method (card, online banking or e-wallet) or, if you agree, as LB Wallet credit. |
| Processed by | Paynwash Solutions Sdn Bhd, through the payment gateway used for the original payment (Fiuu or GKash). |
| Timing | Usually 7–14 business days after approval. When the funds appear depends on your bank or card issuer. |
| Tracking | Refund status and amount are shown on the order in the App, and you receive a notification when the refund is processed. |
| Chargebacks | Please contact us before raising a dispute with your bank. Most issues can be resolved faster directly. |
9. Contact us
| For | Contact |
|---|---|
| Cancellations, claims and service issues | City Coin Laundry Sdn Bhd In-app Support or WhatsApp support · Hotline +603-6279 9010 / 1300-82-0018 Email: support@laundrybar.com.my 13, Jalan Perindustrian 1B, Desa Aman Puri, 52200 Kuala Lumpur |
| Payments, charges and refunds | Paynwash Solutions Sdn Bhd (Company No. [1326019H]) Email: support@laundrybar.com.my · Phone: Hotline +603-6279 9010 / 1300-82-0018 |
Nothing in this policy limits your rights under the Consumer Protection Act 1999 or other applicable Malaysian law.