Cancellation, Refund & Return Policy

1. Application of this policy

This policy applies to services provided under the KLEEVA brand by KLEEVA FAB SOLUTIONS PRIVATE LIMITED through the KLEEVA website, customer application, WhatsApp, telephone, customer support or any other authorised channel.

KLEEVA provides laundry, dry cleaning, steam ironing, shoe care, selected home-care cleaning, pickup and delivery services on items belonging to customers. Conventional product returns or exchanges therefore do not apply. “Return” in this policy means the return of customer-owned garments or other items entrusted to KLEEVA.

2. Order cancellation

Before pickup

An order may be cancelled without charge before pickup, and any prepaid amount will be refunded.

After collection

If items have been collected but processing has not started, the customer may request cancellation. The items will be returned and the amount paid for any unperformed service will be refunded. Any pickup or return cost may be deducted only where it was clearly disclosed at booking.

Once cleaning, stain treatment, washing, drying, ironing or another selected process has started for an item, the corresponding service cannot normally be cancelled or refunded. Any prepaid amount relating to services not started or provided will be refunded.

Cancellation by KLEEVA

If KLEEVA cancels an accepted order for reasons attributable to KLEEVA, affected items will be returned without an additional return charge and any prepaid amount for the cancelled service, including an applicable speed-tier charge, will be refunded.

3. Service-quality concerns

Customers are requested to report visible cleaning, ironing, finishing, missing-item or incorrect-item concerns within 48 hours of delivery wherever reasonably possible.

A report made after 48 hours will not automatically be rejected where the problem could not reasonably have been identified earlier or where applicable law provides otherwise.

Please provide the order number, affected-item details, a clear description of the concern and photographs where relevant. Where reasonably possible, keep the item unused and do not wash, iron, alter or send it to another cleaner before KLEEVA has had a reasonable opportunity to inspect it.

4. Re-cleaning or re-ironing

If a service-quality complaint is accepted and corrective treatment is reasonably safe and capable of improving the result, KLEEVA may offer one complimentary re-cleaning, re-treatment or re-ironing attempt.

If corrective treatment is unsafe, unsuitable or unsuccessful, KLEEVA may provide a partial or full refund of the service charge relating to the affected item.

Complete stain removal cannot be guaranteed. Some stains may not be safely removable without risking the fabric, colour, print, embellishment, shape or construction of an item. The continued presence of a stain does not by itself create an automatic refund where the limitation was disclosed, reasonable care was exercised and the agreed service was otherwise performed properly.

5. Delayed express service

If KLEEVA misses a separately paid express or priority-service commitment for reasons within KLEEVA's reasonable control, the applicable speed-service charge will be refunded.

The underlying cleaning or garment-care charge will not automatically be refunded where the service itself was completed properly. If the affected service was not provided, the corresponding service amount will also be refunded.

A speed-tier refund may not apply where the delay results from:

• Customer unavailability or incorrect or incomplete address information.
• Restricted entry imposed by a society or building.
• A change requested by the customer.
• Additional treatment approved by the customer.
• Events outside KLEEVA's reasonable control.

6. Incorrect or duplicate payments

A verified duplicate payment, incorrect charge or payment collected for a service not provided will be refunded in full.

7. Missing, incorrect or damaged items

Please report a missing, incorrect or visibly damaged item as soon as reasonably possible after delivery. KLEEVA will investigate using available order, collection, processing and delivery records and relevant communications.

If an item belonging to another customer is delivered to you, please do not use it. KLEEVA will arrange collection and delivery of the correct item without charge.

Where KLEEVA is found responsible for verified loss or damage, an appropriate resolution will be provided according to the circumstances and applicable law. This may include corrective treatment, repair, refund of the affected service charge or fair monetary compensation.

Any monetary assessment may consider available purchase evidence, age, condition at collection, expected useful life, current replacement value and whether unusually high monetary value was disclosed before processing.

KLEEVA is not responsible for deterioration arising solely from a pre-existing defect, normal wear and tear, an inherent fabric weakness, an inaccurate or unreadable care label, or an item left in a pocket, except to the extent the issue was caused or worsened by a failure to exercise reasonable professional care.

8. Refund processing

Approved refunds will normally be initiated within seven business days and returned through the original payment method wherever possible.

For cash payments or where the original method cannot receive a refund, KLEEVA may request verified bank or UPI details. Banks, card networks, UPI providers and payment gateways may require additional time to credit the amount after initiation.

KLEEVA will not replace an approved monetary refund with store credit unless the customer expressly agrees.

10. Statutory rights

Nothing in this policy excludes or limits any right or remedy available to a customer under applicable Indian consumer law.