How We Treat Each Other on Laundrease
Laundrease works because people trust each other. These guidelines exist to protect that trust — for customers, laundry partners, and delivery agents alike.
Last updated: January 2024
Four Principles That Guide Everything
Before the specific rules, these are the values we ask everyone on our platform to hold.
Safety First
Everyone on our platform — customers, laundry partners, and delivery agents — deserves to feel safe. We will not tolerate any behaviour that threatens physical or emotional safety.
Respect & Dignity
Treat every person you interact with through Laundrease with the same respect you would want for yourself. Politeness costs nothing.
Honest Feedback
Reviews and ratings help our community make better decisions. Be honest, be fair, and only rate experiences you actually had.
Shared Responsibility
A great community is everyone's job. If you see something that violates these guidelines, report it. Silence enables bad behaviour.
Guidelines by Role
We hold every participant to clear, specific standards appropriate to their role on the platform.
For Customers
- Treat delivery partners with courtesy and respect at all times — they are professionals doing their job.
- Be ready for pickup at the scheduled time, or update your instructions in advance.
- Do not include prohibited items in your laundry orders (cash, jewellery, illegal substances, hazardous materials).
- Provide accurate addresses and contact information to avoid failed pickups.
- Write honest, factual reviews based on your actual experience. Do not use reviews to extort discounts or threaten partners.
- Do not attempt to contact delivery partners or laundry providers outside the platform.
- Cancellations within the allowed window are fine. Repeated last-minute cancellations that waste partner time are not.
For Laundry Partners
- Handle every customer's garments with care, exactly as you would want your own clothes handled.
- Be transparent about service capabilities — if you cannot handle a specific fabric or stain, tell the customer before accepting.
- Maintain the quality standards you agreed to during onboarding. Consistent quality is non-negotiable.
- Respond promptly to customer messages and support requests. Silence creates distrust.
- Do not manipulate the rating system or ask customers to change their reviews.
- Keep your availability and capacity updated so customers are not disappointed.
- Report any quality incidents proactively — trying to hide a damaged garment always makes things worse.
For Delivery Partners
- Follow all traffic laws and ride safely. No delivery is worth risking your life or others'.
- Never open, inspect, or tamper with sealed laundry packages.
- Treat customer homes, building lobbies, and neighbourhoods with respect.
- Use only the in-app calling system — never share your personal number or contact customers directly.
- Photograph packages before pickup and after delivery as required by the app.
- If a customer is unavailable, follow the app's protocol — do not leave packages unsecured.
- Maintain the acceptance rate and on-time performance required by your partner agreement.
Behaviour That Is Never Acceptable
The following actions will result in immediate account suspension and may be reported to relevant authorities.
- Harassment, threats, or intimidation of any kind — in person, via chat, or any other channel
- Discrimination based on religion, caste, gender, age, disability, or any other protected characteristic
- Fraudulent reviews, fake ratings, or any manipulation of the review system
- Sharing or soliciting personal contact information to conduct transactions outside the platform
- Using the platform to distribute spam, malware, or unsolicited promotions
- Impersonating Laundrease staff, partners, or other users
- Any illegal activity, including submitting prohibited items in laundry orders
- Physical or verbal abuse toward any platform participant
How We Enforce These Guidelines
Review
Every report is reviewed by a member of our Trust & Safety team within 24 hours. We look at all available evidence before taking action.
Action
Depending on severity: warnings for first-time minor violations, temporary suspensions for repeated issues, and permanent bans for serious violations.
Appeal
If you believe an action was taken in error, you can appeal within 14 days. We review all appeals fairly and respond within 5 business days.
See something that violates these guidelines?
Report it. Every report is confidential and taken seriously.