Terms of Service

About these terms

These terms apply when you use Wacha Smart Laundry Place in our shops, by phone, or in our WhatsApp and Messenger chats. They are between you and Millennial Ultra Solutions, trading as Wacha Smart Laundry Place, registered address 1 Portal Road, Harare, Zimbabwe, which runs Wacha and Lavo ('we').

If you use another laundry on Lavo, its own terms apply; please ask it for them. Nothing here takes away your rights under the Consumer Protection Act [Chapter 14:44].

Our services

We wash, dry and iron clothes and household items such as blankets, duvets and shoes, and we collect and deliver. Shops: Shop H, The Waves Plaza, 86 Central Avenue, Harare (Central), and Belvedere, Harare. Ask us for opening hours and how long your order will take.

Prices and payment

• Our current price list applies (see it in the shop or ask on WhatsApp). Displayed service prices include taxes; staff confirm quantities when they weigh or count your items. A delivery quote is agreed when it is shown in the confirmed booking summary with a booking number. Draft delivery quotes last 24 hours. Staff ask you to accept any changed delivery fee before collection.
• Delivery fees depend on your suburb. Ask us for the fee when you book.
• We accept cash, EcoCash, InnBucks, bank transfer and card. We never take card or bank details online or on WhatsApp.
• Loyalty: 1 point per $1 paid; 100 points give $5 off. Ask staff to use them.

Orders and receipts

Each order gets an order number; keep it to check your order on WhatsApp. We may send updates and receipts on WhatsApp to the number on your order; reply STOP to stop them. Anyone with your receipt link can open it, so share it with care.

Caring for your clothes

• Empty all pockets: pens, lipstick, tissues and coins can damage clothes.
• Tell us about stains, tears or delicate items at drop-off.
• We follow care labels and try to remove stains, but some cannot be removed without harming the fabric.
• Some colours run and some fabrics shrink even with correct care, because of how the item was made.

Damage or loss

If something is damaged or lost while in our care, tell us as soon as you can with your order number and photos if possible. We will look into it and agree a fair outcome with you, in line with the Consumer Protection Act.

Collecting your laundry

Please collect your laundry as soon as you can after it is ready. If you cannot collect it for a while, tell us so we can agree what to do.

Pickup and delivery

• We agree a date and time with you. Please have someone there to hand over or receive the items.
• Your items are our responsibility from when we collect them until we hand them back.
• If nobody is there, we contact you to agree a new time.
• If we cannot come at the agreed time, we tell you. You can accept a new time or cancel without penalty.

Bookings and cancellations

After you confirm the details, our system records a booking request or explicitly confirms a booking as Booked. A request labelled Waiting for staff is not a confirmed collection time. Automatic confirmation is disabled unless the business has approved it. Self-service changes and cancellations are available until the driver starts the run or one hour before the collection window, whichever is earlier. After that, contact staff; this does not remove any statutory cancellation rights.

If you ordered on WhatsApp, Messenger or online, you may cancel within 7 days of agreeing the order, without a reason or penalty, and we refund any advance payment in full within 14 days.

Our AI assistant

An AI assistant writes our WhatsApp and Messenger replies. It can make mistakes; what our staff confirm, and your receipt, are what count. It cannot take payments, give refunds or change prices. To speak to a person, write "speak to a person" in the chat. If the chat does not reply, call +263 71 409 5210 or visit the shop.

Using our WhatsApp chat

• Be respectful. Do not send unlawful, abusive or threatening messages or spam, or try to trick the assistant.
• Do not send ID numbers, bank card numbers or passwords, yours or anyone else's.
• Reply STOP to stop order updates, and START to turn them back on.

Privacy

We handle your personal data as our Privacy Policy (/privacy) explains. To ask us to delete your data, see our data deletion page (/data-deletion).

Where enabled, the customer portal uses a sign-in link sent to your WhatsApp number. Do not forward it. Booking changes, address edits, data exports and deletion requests require a confirmation in WhatsApp. A portal pickup remains a request until the usual booking confirmation rules are met. Sign out on shared devices. Payment records and loyalty pages may be unavailable until the shop verifies its records.

Our responsibility to you

If your item is damaged or lost while we have it, see 'Damage or loss'.

Contact us and complaints

Tell us first so we can put it right: WhatsApp +263 79 035 9025, call +263 71 409 5210 or +263 78 372 4399, email mmgconsult.africa@gmail.com, or ask at the shop. We will reply as soon as we can. You can also go to the Consumer Protection Commission or a court, including the Small Claims Court.

Law and changes

Zimbabwean law applies, and the courts of Zimbabwe decide any dispute. We will post any new version here with a new date.

Lavo for businesses

For laundries that use Lavo:

• Trial: 14 days free; no card needed.
• Price: then billed monthly at the price on your billing page (USD 30 per shop per month on our website today). We record payments by hand; there is no automatic card charge.
• Late payment: 7 days after your trial or paid period ends, your account becomes read-only: you can see but not change your data, and customers who try to book on WhatsApp are asked to contact your branch. Paying restores full access.
• Your customers' data: you are the data controller for your customers and staff. You must hold any licence POTRAZ requires, tell customers how you use their data, get opt-in before WhatsApp promotions, and answer their requests. Our platform administrators can download a full copy of the database, including your data.
• Your account: keep passwords safe and give each staff member their own login. You are responsible for activity under your account. Support: mmgconsult.africa@gmail.com.
• Leaving: while your account is active or read-only, you can download orders, customers and payments as CSV files. If you want to leave, email us.