Terms of service

1. The service

UAB „ZOLE“ (“we”) collects laundry at the address given by the customer in Kaunas, washes, dries and folds it and returns it within 24 hours on working days. At weekends and on public holidays the deadline moves to the next working day. Orders are placed on zolewash.lt. These terms apply to every order; by ordering you confirm that you have read them.

2. Orders, plans and prices

• One-off — €29 incl. VAT for one pickup and delivery, up to 5 kg.
• Individual — €50 a month incl. VAT: 2 pickups a month (every 2 weeks or when you book), up to 5 kg per pickup (10 kg a month).
• Family — €150 a month incl. VAT: 4 pickups a month (every week or when you book), up to 15 kg per pickup (60 kg a month).
• Custom — you choose how often we come (every week or every 2 weeks) and how many kilos per pickup (5–40 kg). The monthly price incl. VAT is shown before you pay.
• Over the included weight — €5 for every extra kilogram.
• Extra pickup outside your schedule or above the included number — €10.
• Express pickup (booked by 21:00, collected the next morning 8–12) — €10.
• Express wash (collected by 13:00 — back the same evening; later — by 12:00 the next day) — €15.
• Premium detergent — €4, scented detergent with softener — €2 per pickup. The standard unscented hypoallergenic detergent is included.

Bags are weighed at pickup. With a monthly plan the kilos are counted per calendar month (pickups × kilos per pickup), so you can give us more one time and less the next. Unused kilos and pickups don’t roll over; extra charges are added to the next invoice. With a one-off order, extra kilos are charged to the card used for the order after weighing. All prices are in euros and include VAT.

3. Payment and price changes

A one-off order is paid in advance. A monthly plan is charged automatically every month via Stripe from the day you order. If a payment fails, we may pause the service until it is paid.

We will email you about any change to your monthly plan’s price at least 30 days in advance. The new price applies from the next billing period; if you don’t agree, you can cancel your plan at no extra cost.

4. Items we don’t accept

• Leather, fur, silk and items marked “dry clean only”.
• Rugs, mattresses and bulky items.
• Items contaminated with chemicals or hazardous substances.

Please check all pockets. We return anything we find with your laundry, but we are not responsible for items left in pockets or for damage they cause.

5. Liability

Every bag is tracked by its QR code. If an item is missing or damaged, let us know as soon as possible — ideally within 48 hours of delivery — in your account or by email, so we can look into it quickly. If an item is lost or damaged through our fault, we compensate its actual value, taking wear into account. We are not responsible for natural wear of fabrics, for changes that happen when an item is washed according to its care label, or for items whose care labels are wrong or missing. These terms do not limit your rights as a consumer under the law.

6. Pickup and delivery

Book a pickup at least 2 days ahead, so we can plan the route. An express pickup booked by 21:00 is collected the next morning (8–12, not on Sundays). Extras for a monthly plan (express service, detergent) are added to your next invoice; for a one-off order they are paid in advance.

We collect and deliver in the time window you choose. If you are not at home, the bag is left at or collected from the agreed spot (at the door, with a neighbour or at reception). If the bag cannot be found at the agreed time, the pickup counts as completed and as one of the month’s pickups; you can book another one in your account.

7. Skipping, cancelling and the right of withdrawal

You can skip pickups until a chosen date (the monthly fee stays the same) or cancel your plan in your account. Cancelling takes effect at the end of the month already paid for; after that you are not charged.

As a consumer you may withdraw from the contract within 14 days of concluding it without giving a reason — just email us at info@zolewash.com. If you asked us to start the service during that period (you ticked this when ordering), you pay a proportionate amount for the service provided up to your notice; if the service has been fully provided by then (for example, a one-off order), the right of withdrawal no longer applies. We refund any amount due within 14 days using the same payment method.

8. Reviews

After a delivery you can leave a review in your account. We publish it on the website only with your consent, with the display name you chose and your area, after a check by our staff. You can ask us to remove it at any time.

9. Invite a friend

A plan subscriber gets a personal code. A friend who uses it gets €10 off their first order (new customers only, once). After the friend’s payment, the subscriber gets €10 credit that is deducted from the next invoice. The credit cannot be paid out in cash.

10. Changes and disputes

We may update these terms; we will email you about significant changes at least 30 days in advance. These terms are governed by the law of the Republic of Lithuania. If something goes wrong, write to us first — we aim to resolve every complaint within 14 days. If we can’t agree, you can turn to the State Consumer Rights Protection Authority (Vilniaus g. 25, 01402 Vilnius, www.vvtat.lt) or to the courts.

11. Service provider and contact

• UAB „ZOLE“
• Email: info@zolewash.com
• Phone: +370 685 50865