Refund Policy
OVN Laundry Service – Refund Policy
Effective Date: July 1, 2025
Last Updated: August 8, 2025
At OVN Laundry, customer satisfaction is important to us. However, due to the nature of our services, certain restrictions and guidelines must be in place to ensure fair and consistent handling of refund requests. This policy outlines when and how refunds may be issued and sets expectations for both OVN Laundry and our clients.
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1. General Refund Eligibility
Refunds are considered under the following conditions:
A service was not delivered due to an error on OVN Laundry’s part (e.g. missed pickup or delivery not fulfilled).
A payment was made in error or was duplicated.
The customer canceled their order at least 2 hours before the scheduled pickup window.
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2. Non-Refundable Situations
OVN Laundry will not issue a refund under the following circumstances:
Missed pickups or deliveries due to customer unavailability.
Overloaded or improperly sorted laundry, including loads exceeding the 20 lb limit.
Issues related to damage, loss, or fading of items unless explicitly proven to be a result of negligence by OVN Laundry (see Disclaimer & Liability Policy).
Add-on services or subscriptions that were used or partially used.
Late cancellations (less than 2 hours before pickup window).
Refusal of service due to policy violations or misuse.
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3. Subscriptions and Membership Plans
Monthly subscription fees (Pink Sand, Pink Diamond, or Host Plan) are non-refundable once the billing cycle has begun.
Customers may cancel subscriptions with at least 7 days’ notice prior to the next billing date.
Unused loads or perks do not roll over to the next month and are not refundable.
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4. Refund Request Procedure
To request a refund, customers must:
1. Contact OVN Laundry at admin@ovnlaundryservice.com within 48 hours of service completion.
2. Provide a clear description of the issue, supporting details (e.g. order number, photos if applicable), and proof of payment.
3. Allow up to 5–7 business days for the request to be reviewed.
If approved, the refund will be processed to the original method of payment.
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5. OVN’s Right to Amend or Deny Refunds
We reserve the right to:
Offer partial refunds or store credit depending on the circumstance.
Deny refund requests that do not meet the criteria listed above.
Adjust this policy at any time with updates posted on our website.
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6. Contact
For all refund-related concerns, please reach out to:
📧 admin@ovnlaundryservice.com
📍 OVN Laundry Service, Bermuda