Dispute Resolution Policy

Last updated: June 19, 2026 · Version 2026-06-19

This Dispute Resolution Policy explains how washHop reviews billing, quality, delivery, and service issues after an order has progressed beyond initial pickup. By opening a dispute in the app, you agree to this policy in addition to our Terms of Service.

When you may open a dispute

Your order is awaiting final payment, out for delivery, or marked delivered.
The issue is reported within 30 days of payment or order date.
You have not already opened an unresolved dispute for the same order.

What we need from you

You must provide a clear, truthful description of the issue, select the reason category, and indicate your desired outcome. If you have photos or other evidence (damaged items, missing garments, incorrect charges), indicate that evidence is available. washHop may request supporting materials within a reasonable time.

How we review disputes

Disputes are reviewed by washHop support. We may consider order details, worker notes, payment records, pickup photos, and communications you provide. We aim to respond through the dispute record in the app. Complex cases may require additional review time.

Possible outcomes

Account credit — wash credit applied to your washHop account.
Card refund — partial or full refund to the original payment method when a card charge was captured.
Service correction — issue addressed without a monetary adjustment.
Denial — no adjustment when the claim is not supported by available information.

Refunds and credits are generally limited to the amount paid for the affected order. Promotional discounts and previously applied account credit may affect the maximum adjustment.

Your agreements

When you submit a dispute, you confirm that:

Your statements are truthful and submitted in good faith.
You will cooperate with reasonable requests for additional information.
You understand washHop may deny claims that are fraudulent, abusive, or unsupported.
Misuse of the dispute process may result in account suspension or termination.

Contact

Questions about this policy may be sent to support@washhoplaundry.com.