1
Liability for Damaged Clothes
Foniosa Laundry and Wash takes all reasonable care when handling garments. However, we are not liable for damage caused by weak fabric, poor or pre-existing stitching, colour bleeding, or items left in pockets. Customers are advised to inspect garments before submission.
2
Items Left in Pockets
It is the customer's responsibility to check all pockets before submitting clothes for washing. Foniosa Laundry and Wash is not responsible for the loss of money, jewellery, keys, documents, or any other valuables left in pockets.
3
Unclaimed Items
Items not collected within 20 calendar days from the date of completion will be considered abandoned and may be disposed of or donated to charity without further notice.
4
Stain Removal
We make every effort to remove stains; however, complete removal cannot be guaranteed — particularly for old, set-in, or chemical-based stains. Submission of stained items does not guarantee a stain-free result.
5
Special & Delicate Garments
Delicate items including silk, wool, leather, embroidered, or designer wear must be declared at the time of submission. Washing of such items is carried out at the customer's own risk. Foniosa Laundry and Wash reserves the right to decline washing items it deems high-risk without proper declaration.
6
Right to Refuse Service
We reserve the right to refuse any garments that are excessively soiled, contaminated, infested, or considered hazardous to our staff or equipment. In such cases, items will be returned to the customer uncleaned.
7
Turnaround Time
Standard service turnaround is 24–72 hours depending on current workload and volume. Express or priority services are available and may attract additional charges. For delays caused by circumstances beyond our control, please refer to Clause 17 (Force Majeure).
8
Payment Terms
Payment is due in full before service is rendered unless otherwise agreed. Subscription clients are billed monthly in advance as outlined in Clause 13. Once-off and urgent clients are required to pay before pickup is scheduled. We accept cash and mobile money (Airtel Money / MTN Mobile Money). Items will not be collected or processed until full payment has been received. Foniosa Laundry and Wash reserves the right to withhold items in cases of non-payment.
9
Pickup & Delivery
Pickup and delivery availability is subject to your location within Lusaka. Pickup fees range from K50 to K150 depending on your location, and the exact fee will be communicated at the time of booking. Foniosa Laundry and Wash is not responsible for items once they have been handed over to the customer or their designated representative.
10
Privacy
Customer information including name, contact details, and address is collected solely for the purpose of service delivery. We do not sell, share, or disclose client data to any third parties. All information is handled with confidentiality and respect.
11
Refunds & Complaints
All complaints must be reported within 24 hours of collection. Complaints raised after this period may not be considered. Refunds or re-wash services will be offered at the discretion of management following review of the complaint.
12
Amendments to Terms
Foniosa Laundry and Wash reserves the right to update or amend these terms and conditions at any time without prior notice. Price changes for existing subscribers are subject to the notice period outlined in Clause 14. Continued use of our services constitutes acceptance of the most current version of these terms.
13
Subscription Terms
Subscription plans are billed monthly in advance and include 4 collections or drop-offs per calendar month, and are non-refundable once activated. Customers wishing to cancel must provide a minimum of 7 calendar days' notice before the next billing date. Unused pickups carry over indefinitely and do not expire. In the event of cancellation or non-payment, accumulated unused pickups remain valid and may be redeemed at any time. Pickups are considered consumed only upon completion of a confirmed collection or drop-off.
14
Pricing and Price Changes
Current pricing for all plans and services is available at www.foniosa.com. As of the latest update, clothes bundle pricing is: Basic (1–30 clothes) — K100; Standard (31–60 clothes) — K200; Premium (61–90 clothes) — K300; Family (91+ clothes) — negotiable. Subscription pricing (4 collections or drop-offs per month): Basic — K300; Standard — K600; Premium — K900; Family — negotiable. Special item pricing per item: Wedding Dress — K150; Delicate Garment (Full Preparation) — K35; Jumper/Leather Coat — K35; Kitchen Party Dress — K150; Leather Suit — K60; Leather Trousers — K40; Boxer Shorts — K40; Laptop Bag — K40; Bath Towel — K15; Pillowcase — K10; Doormat — K30; Adult Shoes — K40 per pair; Kids Shoes — K15 per pair; Small Carpet — K50; Big Carpet — K100; Blankets/Duvets/Comforters — K30 each; Light Bed Sheets/Light Curtains — K15 each; Main Curtains — K30 each; Suit (Full Preparation) — K60; Graduation Gown — K40. Pickup is available for any service and is charged separately, ranging from K50 to K150 depending on your location, with the exact fee confirmed at the time of booking (see Clause 9). Foniosa Laundry and Wash reserves the right to revise pricing at any time. Existing subscribers will be notified of any price changes at least 14 calendar days in advance via SMS or email.
15
Lost Items
In the unlikely event that a garment is lost while in our care, the customer must report the loss within 24 hours of collection. Upon verification, compensation will be offered at the discretion of management and will not exceed the reasonable market value of the item.
16
Incorrect Items Returned
In the event that incorrect garments are returned to a customer, the customer must notify Foniosa Laundry and Wash immediately upon discovery. We will make every reasonable effort to locate and return the correct items promptly.
17
Force Majeure
Foniosa Laundry and Wash shall not be held liable for any failure or delay in service caused by circumstances beyond our reasonable control, including but not limited to power outages, load shedding, flooding, civil unrest, or fuel shortages. We will communicate expected delays and resume service as soon as reasonably practicable.
18
Driver Conduct and Customer Rights
All Foniosa drivers are expected to conduct themselves professionally and respectfully at all times. Customers have the right to refuse service from a driver they feel unsafe with and should report such incidents immediately via 0778 571 838 or www.foniosa.com.
19
Order Confirmation
Submission of an order form does not constitute a confirmed booking. An order is only considered confirmed upon receipt of a confirmation SMS or call from Foniosa Laundry and Wash. Customers are advised not to prepare items for pickup until confirmation has been received.
20
Minimum Order
There is no minimum garment requirement for once-off clients as the standard bundle fee covers collection regardless of volume. Subscription clients are encouraged to accumulate a minimum of 5 garments per collection. Those with fewer may hold items for the next scheduled collection or request early collection subject to a small fee.
21
Photography and Verification
For quality assurance and dispute resolution purposes, Foniosa staff may photograph garments at the point of collection and upon completion. By submitting an order, the customer consents to such photography. Images are used solely for internal verification and are deleted after 30 days.
22
Governing Law and Jurisdiction
These terms and conditions are governed by the laws of the Republic of Zambia. Any disputes arising from the use of Foniosa Laundry and Wash services shall be subject to the exclusive jurisdiction of the courts of Lusaka, Zambia.
23
Washing Method
All garments submitted to Foniosa Laundry and Wash are hand washed by our trained washing staff. This method ensures careful, thorough cleaning while preserving the quality and longevity of your garments. Washing and drying are included as standard in all service plans and bundle prices.
24
Ironing and Pressing
Ironing and pressing services are available at an additional charge and must be requested at the time of order submission. For 1 to 5 garments, ironing is charged at K6 per garment. For 6 or more garments, ironing is charged at 50% of the applicable bundle or subscription fee. Ironing charges will be communicated prior to collection.