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These Terms of Use (“Terms”) govern your access to and use of the website, mobile application, and all products and services (collectively referred to as the “Services”) provided by eWash (“EWASH”), represented by the limited liability companies MIT SPALATORIE SRL, established in Romania, with its registered office in Comuna Berceni, Intrarea Valea Culii Street, no. 2F, Ilfov County, registered with the Trade Registry under number J23/4328/2021,
and EWASH RO SRL, established in Romania, with its registered office in Comuna Berceni, Intrarea Valea Culii Street, no. 2F, Ilfov County, registered with the Trade Registry under number J23/5101/2024.
PLEASE READ THESE TERMS CAREFULLY BEFORE ACCESSING OR USING THE SERVICES!
Your access to and use of the Services constitute your agreement to be bound by these Terms, which create a contractual relationship between you and eWash. If you do not agree to these Terms, you may not access or use the Services. By agreeing to these Terms, you represent and warrant that you are at least 18 years old and have the legal capacity to enter into such an agreement.
If you are entering into this agreement on behalf of a legal entity, you represent and warrant that you have the authority to act on behalf of that entity and to bind it to this agreement.
In cases where certain Services are subject to additional terms (for example, policies for a specific event, activity, or promotion), such additional terms will be presented to you, will supplement these Terms, and will be considered an integral part thereof. In the event of a conflict between these Terms and the additional terms regarding specific Services, the additional terms shall prevail.
eWash may periodically modify these Terms. The changes will take effect upon publication of the updated Terms in this location. Your continued access to or use of the Services after such publication constitutes your agreement to be bound by the modified Terms.
eWash provides laundry and dry-cleaning services for textile items through its own employees (“Employees”), based on orders placed by users (“Users”) either by phone or online via the website www.eWash.ro and the mobile application (together referred to as the “eWash Platform”), or based on requests addressed directly by Users to eWash Employees at the reception desks of the service points (“Receptions”).
A detailed description of the cleaning services is available on the eWash Platform.
Placing an order by phone. To benefit from laundry/dry-cleaning services by phone order, you must call eWash at 0768200210 and provide the requested information to the eWash Employee, who will record it in the order form. The textile items subject to the order will reach the eWash service point for processing either through the collection and delivery service performed by eWash Employees or by your personal drop-off and pick-up at the eWash Receptions.
Placing an online order. To benefit from laundry/dry-cleaning services by online order, you must place an order through the eWash Platform by filling out an order form. The textile items subject to the order will reach the eWash service point for processing either through the collection and delivery service performed by eWash Employees or by your personal drop-off and pick-up at the eWash Receptions.
Order form. Although the content of the form may vary, filling it out always requires you to provide eWash with certain personal information, such as your name, address, phone number, and email address. Any personal information provided will be subject to the terms of the Privacy Policy.
User account. To simplify the ordering process, you may create and maintain an active personal user account for the Services on the eWash Platform, allowing your data to be saved so that it does not need to be re-entered for future orders.
You agree to ensure that the information in your account is accurate and complete, and that you will make the necessary updates in case your data changes. If you provide any false, inaccurate, or incomplete information, eWash may suspend or terminate your right to access and use the Services.
You are the sole authorized user of your account and are responsible for maintaining the confidentiality of your login information. You are solely responsible for all activities conducted through your user account, except in cases where eWash may, under certain circumstances, access the account to make changes requested by you. If you suspect any unauthorized activity or other security breach involving your account, you must contact us immediately at 0768200210.
Communication with eWash. By creating an account, you agree that eWash may call you or send SMS messages or emails to facilitate the provision of Services. You may opt out of receiving SMS messages or emails from eWash at any time by sending an email to contact@ewash.ro indicating that you no longer wish to receive such messages, including the phone number or email address at which the messages are received.
You may contact eWash regarding any complaint, suggestion, or other matter related to the use of the Services through the contact form available on the website, by email, or by phone using the contact details provided on the Platform.
User-generated content. eWash may periodically allow you to publish or provide eWash, through the Platform, with text, audio, and/or visual content and information, including comments and opinions about the Services. All content provided by you as a user remains your property. However, by providing content to eWash, you grant eWash the right to use, copy, modify, create derivative works from, distribute, publicly display, publicly perform, and otherwise exploit such user-provided content in all formats and through all distribution channels, without notifying you, without requiring your consent, and without compensation to you or any other individual or legal entity.
You agree not to submit any content that is defamatory, libelous, hateful, violent, obscene, pornographic, illegal, or offensive. eWash reserves the right, but not the obligation, to review, monitor, or delete user-provided content at its sole discretion, at any time and for any reason, without notice.
Network Access and Devices. You are responsible for obtaining the data network access necessary to use the Services. Your mobile network’s data and messaging rates and fees may apply if you access or use the Services on a wireless-enabled device, and you are responsible for paying such rates and fees. You are responsible for acquiring and updating the hardware or devices necessary to access and use the Services and for obtaining any related updates. eWash does not guarantee that the Services, or any portion thereof, will function on any particular hardware or device. Additionally, the Services may be subject to malfunctions or delays inherent in the use of the Internet and electronic communications.
Collection Process. The Agent’s travel to your address will take place at the address and during the time slot 08:00–20:00, Monday through Saturday. The exact time will be communicated to you via SMS when the order is registered in eWash’s system or within the time slot agreed upon with an eWash representative, provided it complies with the territorial coverage and operating hours listed on the website.
You agree to ensure the Agent’s access to the premises (where applicable) or the mutually agreed space, both for the proper execution of collection and delivery activities and for any related tasks requiring assembly and/or disassembly.
You agree to allow for a minimum 30-minute delay on the part of the Agent. You must maintain a respectful and appropriate demeanor in the presence of the Agent, avoiding any offensive behavior or actions that could prevent them from carrying out their duties.
The use of the Services entails costs that you are required to pay. The prices are those displayed on the Platform or at the Receptions and include VAT. These prices may be changed at any time, with such changes having no effect on orders already placed. Monthly, weekly, or daily offers may vary from one service point to another or may not apply at all.
The provision of Services is subject to payment.
Payment may be made either online, through redirection to the specialized payment platform payu.ro, or in cash or by card, at the Receptions or directly to the eWash Employees responsible for collecting or delivering the textile items covered by the order, at the time of collection/drop-off or delivery/pick-up, depending on your chosen option.
Subscriptions are paid as a single monthly payment. Payment for the first month of the subscription may be made online at the time of ordering or at the first collection/delivery, by card or in cash. Subscriptions are automatically renewed every 28 days or after four collection services have been used.
A subscription may be canceled at any time upon your request, by sending an email to contact@ewash.ro or by phone at 0768200210, at least 5 days before the renewal date.
Prices may increase significantly during periods of high demand. eWash will make reasonable efforts to inform you of the applicable prices.
The User may cancel an order at least 2 hours before the scheduled date and time for the collection of textile items. In this case, the amount paid for the selected service will be refunded. If you cancel the order less than 2 hours before the scheduled collection time, a cancellation fee of 20 RON may be charged.
If you wish to terminate your subscription, the cancellation will take effect at the end of the current subscription month.
In the event of a pricing error, and if you cannot be contacted to be informed of this issue, or if you do not wish to reconfirm the order after being informed of the correct price, eWash reserves the right to cancel the order and refund the amount paid.
Labeling of items. Labeling of items by eWash Employees will be carried out in such a way that the material is not damaged. For items where this is not possible, labeling will be done to minimize impact on the fabric, and your verbal consent will be requested for the area where identification tags are to be attached, but only in the case of items personally handed over at the Receptions.
Collection of items. When items are collected by eWash Employees, they will be taken without individual inventory or labeling by the collecting Employees. The items will be placed in bags, each order packed separately, and each bag will be labeled with the order number to ensure correct identification upon receipt at the service point.
At the customer’s request, the eWash Employee collecting the items will issue an Order Receipt (“Collected Order Receipt”), which will include only the customer’s identification details, the order number and registration date in the eWash system, the name and phone number of the collecting eWash Employee, and the expected delivery date of the items. This delivery date is indicative only, based on the Employee’s estimation at the time of collection.
The exact delivery date will fall within the delivery timeframe published on the website or communicated by an eWash Employee when placing the order (by phone or through the online order form), or within another date later agreed upon by you. On the morning of delivery, you will receive an SMS with the delivery time slot, the contact details of the eWash Employee who will make the delivery, the total value of the order, and the amount due for payment.
Reception of Items. Reception of items, whether in Receptions or at the eWash service points (for items collected by eWash Employees), will be carried out under the following conditions:
Inventorying of items and classification under the appropriate service category, according to your order and based on the processing requirements specified on each item’s label or identified by eWash Employees in the absence of a label;
Careful inspection of items to ensure that they do not show signs of wear, damage, fixed or unidentified stains, old stains (older than one week), or any other issues inconsistent with the item’s condition at the time of purchase.
After inventory and inspection, the eWash Employees will issue a non-fiscal Order Receipt (“Order Form”), which will include:
the customer’s identification details;
all items received, classified under the respective service and product categories;
the price corresponding to each item.
One copy of the Order Form will be:
handed to the customer at the time of drop-off in the Receptions;
handed to the customer upon delivery/pick-up in the case of items collected by eWash Employees, and may also be sent via email, SMS, or WhatsApp at the customer’s request.
If there are discrepancies between the items listed in your online or phone order and those collected by the eWash Employee, or between the items recorded on the Order Form at the time of drop-off and those identified during processing, you will be informed and asked to confirm processing via SMS, WhatsApp, or phone call.
Failure to confirm within 2 hours will result in the automatic processing of the items, which constitutes your use of the Services and incurs the related charges.
Order Pick-up by Users. Pick-up of the order by the User from the Receptions will be made upon presentation of the Order Form, which will remain in the possession of eWash once the order is handed over. The customer will retain the fiscal receipt, in accordance with applicable legal provisions.
The customer is required to check, upon collection from the Receptions or within 24 hours of delivery by eWash Employees, both the number of items received and the quality of the services provided. Any complaints submitted after this period will not be considered.
The standard delivery time for processed items is a minimum of 72 hours. This timeframe may vary, and any changes will be communicated by eWash Employees via phone, SMS, WhatsApp, or email.
To ensure the best possible care for the items you submit for washing, cleaning, or ironing, the care labels attached to the items, containing processing instructions, will be strictly followed.
If a User insists on having an item processed in a way that the eWash Employee or the item’s care label does not recommend, in such a case, the processing of the item will be carried out AT THE CUSTOMER’S OWN RISK, and this will be mentioned on the Order Form.
Stain removal is possible in most cases under the following conditions: identification of the stain’s source and identification of the period during which the item has been stained. Complete stain removal is not possible in all cases, and the repeated application of certain substances may lead to fabric damage. Reprocessing of items, at eWash’s sole initiative, will be performed a maximum of two times, carefully, so that the fabric is not damaged.
The Customer may request reprocessing of items if they are not satisfied with the processing result, up to a maximum of two times, and the reprocessing of the items by eWash in this case will not incur any costs to be paid by the User.
EWASH reserves the right to select its clients.
We do not respond to objections or complaints made more than 72 hours after the order has been returned.
The ecological cleaning procedure will be used instead of dry cleaning, strictly following the manufacturer Bufa’s instructions for the “Wet Clean” washing solution, in correlation with the care label on the garments.
Even when the procedure described in point 3 is strictly followed, there remains a risk that items may change in size or become damaged due to insufficient fabric or seam strength, or due to the insufficient resistance of the dyes.
It is possible that items with linings, reinforcements, collars, cuffs, pockets, etc., that are very dirty and/or worn, may not be thoroughly cleaned. The product may retain a dirty appearance even after pre-spotting and cleaning/washing.
Items that use Velcro fasteners may become fuzzed during the cleaning process.
Items that do not have maintenance labels from the manufacturer carry a high risk of damage or size alteration, for which the company assumes no responsibility.
In the event that garments are damaged during the cleaning process due to clear technical reasons attributable to the service provider, or in the event of burglary theft from the premises, confirmed by the police authorities, if the client can or cannot prove the item’s value, EWASH will determine the compensation value together with the client. The compensated item will remain the property of the company.
The stated execution times are purely indicative and do not represent binding contractual obligations. These may be extended by up to four (4) working days, except in cases of force majeure (e.g., power outages, water shortages, major defects, etc.), which will be communicated to the client when they occur.
For the loss or damage of buttons, zippers, shoulder pads, trims, labels, glued seams, as well as objects left in pockets, regardless of their value, EWASH cannot be held liable.
Any complaint or objection must be sent to the email address: contact@ewash.ro. EWASH will respond within a maximum of 15 working days. Only photographic evidence taken at the time of product drop-off will be considered authentic and valid.
In case of loss of items while in the custody of EWASH, compensation will be made within 30 days of the finding, depending on the degree of wear.
EWASH reserves the right to refuse items that show an advanced degree of wear or emit unpleasant odors.
EWASH makes every effort in processing items to avoid the unlikely situation in which one or more items are lost, whether due to negligence or theft, both from the service points and from transport vehicles. To prevent such situations, all clients are required to verify the items handed over to the Reception staff or drivers at the time of delivery.
In the unlikely event that one or more items are lost due to eWash’s fault, eWash will be liable for the material damage caused to the user, up to a maximum of 1,000 RON. eWash’s liability will arise only if the damage is reported to eWash within 72 hours of the items being received by the User. After this period, eWash can no longer be held responsible for any damage.
You acknowledge and agree that EWASH is not responsible for any direct or indirect damages related to your use of the services, except for the liability detailed in the preceding clause.
EWASH will not be held responsible for any judicial or extrajudicial action resulting from incorrect or fraudulent use of the Services. In cases of force majeure, eWash and its Employees are fully exempt from liability.
Regarding the Services provided, EWASH assumes no liability for situations beyond the control of its representatives and/or Employees, including but not limited to: force majeure events, wars, acts of terrorism, protests, uprisings, civil unrest, fires, explosions, floods, epidemics, strikes, adverse weather conditions, and other similar circumstances.
The Damage Insurance Service is a service through which EWASH clients benefit from protection for items submitted for cleaning or ironing, in the unlikely event of accidental damage resulting from the cleaning or ironing process.
The Damage Insurance Service applies to all EWASH clients, except those who benefit from free collection and delivery service.
The following items are excluded from the Damage Insurance Service: items wholly or partially made of natural or synthetic leather, natural or synthetic fur, hats, caps, bags, pillows, duvets, blankets, curtains, drapes, footwear, carpets, luggage, as well as items without care labels or with illegible labels, worn, damaged, stained, or discolored items.
All such items are cleaned entirely at the client’s own risk.
To benefit from the Damage Insurance Service and to open a damage claim file, the client must present the following documents to the reception staff:
A Compensation Request, in duplicate, containing: the client’s identification data (name, surname, personal identification number), the date and location of the item’s delivery for cleaning, the date of pickup, the date the damage was found, the requested amount, and a personal IBAN account;
The fiscal receipt for the service;
A copy of the ID card;
The invoice or purchase receipt for the damaged item; in the absence of these, a Self-Declaration stating the identification data, place and date of purchase, and the price paid for the item.
The approval of the damage claim file may take up to 30 calendar days from the date of submission of all required documents to the Insurer.
If the compensation request is approved, payment will be made within a maximum of 30 calendar days from the approval date, and the financial compensation value granted to the client will be calculated based on the purchase value of the item, reduced by a 30% coefficient, representing its wear.
If the client chooses not to access the Damage Insurance Service as the first option for resolving any issue related to the condition of an item (through which they would be compensated in case of damage), the client waives any other means of complaint resolution.
Claims regarding loss or damage must be made at the time of item pickup from reception or, in the case of online orders, within 72 hours from the time of delivery by the driver.
Ownership. The Services and all related rights are and will remain the property of eWash. The content of this site may not be used, reproduced, distributed, transmitted, or displayed for purposes other than those expressly and legally permitted. Extracting any information followed by any use for commercial purposes that exceeds the scope of private copying as regulated by law, or for sale or licensing, without the prior written consent of the rights holders, constitutes a violation of these terms and conditions.
Restrictions. The following actions are prohibited:
(i) removing any copyright, trademark, or other proprietary notices from any part of the Services;
(ii) reproducing, modifying, creating derivative works, distributing, licensing, renting, selling, reselling, transferring, publicly displaying, publicly performing, transmitting, streaming, broadcasting, or otherwise exploiting the Services, except as expressly permitted by eWash;
(iii) decompiling, reverse engineering, or disassembling the Services, except where such restrictions are prohibited by applicable law;
(iv) linking to, mirroring, or framing any portion of the Services;
(v) initiating or running programs or scripts that scrape, index, survey, or otherwise extract data from any portion of the Services, or that unduly burden or interfere with the operation and/or functionality of any aspect of the Services; or
(vi) attempting to gain unauthorized access to or impair any aspect of the Services or any systems or networks connected to them.
Governing Law and Jurisdiction. Your use of the Services is governed by Romanian law.
Any disputes arising between you and EWASH will be resolved amicably, or, if this is not possible, will be settled by the competent courts of law.