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Cancellation & Refund Policy

Makoti Laundry

Last updated: 26 October 2026

1. Overview

This policy explains how to cancel a Makoti Laundry order and when you are entitled to a refund. It forms part of our Terms & Conditions. Payments are processed by PayFast, and refunds are returned to the payment method you used.

2. Cancelling before collection

You may cancel an order free of charge at any time before a driver has collected your laundry. To cancel, email support@makotilaundry.co.za with your order tracking number, or contact us as early as possible so we can stop the pickup. If you have already paid for the order, we will refund the full amount.

3. Cancelling after collection

Once your laundry has been collected the service has begun, so the service fee is non-refundable. We cannot cancel an order once your laundry is being washed or processed.

4. Pricing by weight

Most orders are priced by weight. Your laundry is weighed at our facility and the final total, including any delivery fee and tax, is shown in the app. You pay that final total through PayFast. If you are unhappy with the total, contact us before paying and we will review it with you.

5. Lost or damaged items

If an item is lost or damaged while in our care, report it through the app, or email us, within 48 hours of delivery (or of the missed delivery). Include your order tracking number and, for damage, a photo if possible. We will investigate and, where we are found responsible, compensate you for the item's fair market value or the cost of the affected service, whichever applies.

6. Collections or deliveries we cannot complete

If we are unable to collect or deliver your order because of our own error, we will reschedule at no extra cost or, if you prefer, refund the amount you paid for the part of the service we did not complete. If we could not reach you or no one was available at the address, a new delivery or collection may be charged.

7. How refunds work

  • Request: email support@makotilaundry.co.za with your order tracking number and the reason for your request.
  • Review: we will respond within 2 business days.
  • Payment method: approved refunds are paid back to the original PayFast payment method.
  • Timing: refunds can take 5 to 10 business days to reflect in your account, depending on your bank.

8. Your legal rights

Nothing in this policy limits your rights under South African consumer protection law, including the Consumer Protection Act.

9. Contact us