Terms & Conditions

1. Who we are

Ghaseel (goghaseel.com) is an online platform connecting customers with partner laundries for washing, ironing and dry-cleaning services with pickup and delivery in the Kingdom of Saudi Arabia. By using the platform you agree to these Terms & Conditions.

2. The service

• We collect your laundry from the location you specify, a partner laundry processes it, and it is returned to you.
• Coverage is within 5 km of the nearest partner available laundry.
• An order may be declined if your location is outside coverage or no laundry is available in your area.

3. Prices & payment

• The prices shown on the platform are the applicable prices; 15% VAT is added in accordance with ZATCA regulations.
• Minimum order is SAR 45 (before VAT).
• Delivery fees are calculated based on distance and area, and are shown clearly at checkout before payment. Self-pickup from the laundry is free.
• Pay on delivery (cash or card) or online by card. A ZATCA-compliant tax invoice is issued with every order.

4. Scheduling & cancellation

• Same-day pickups must be booked at least 4 hours in advance.
• You may change or cancel a pickup before the driver arrives. Once laundry is collected, the order cannot be cancelled.

5. Garment care & liability

• We treat each item per its care instructions. You must disclose any stains, luxury or delicate items when ordering so the right treatment is chosen; failure to disclose releases us from liability for resulting damage.
• Some stains (e.g. ink, oil, grease) may be hard or impossible to remove, and some fabrics or colours may not be fully treated despite ordinary care. Torn or low-quality items may be returned uncleaned; we are not liable for damage arising from the nature of the fabric or pre-existing defects.
• If you are not satisfied with the quality, and subject to our assessment with supporting evidence, we may re-clean the item at no charge within the free-rewash window shown in the app after delivery.
• Any compensation claim must be raised within 48 hours of receiving the order, with proof of delivery (the invoice), otherwise the right to claim lapses.
• Where loss or damage is established due to our fault, compensation is limited to five times the service value of the item (three times for carpets, rugs, bedding and blankets), regardless of the original price, unless the law provides otherwise.
• Please empty pockets; we are not responsible for cash, documents or devices left in garments.
• Items not collected within 60 days of the invoice date may be disposed of with no obligation to compensate.
• Calls and conversations may be recorded for quality, service improvement and review.

6. Customer obligations

• Provide accurate information (name, mobile, location) and safe access for the driver.
• Do not misuse the platform or place fraudulent orders.

7. Partner laundries

Prices and services are standardised across the platform. Partner laundries commit to Ghaseel's quality and timing standards. Ghaseel will mediate any dispute between a customer and a laundry.

8. Privacy

Your data is processed per our Privacy Policy, aligned with Saudi Arabia's Personal Data Protection Law (PDPL).

9. Changes to these terms

We may update these terms from time to time; changes take effect once published on this page.

10. Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia, and Saudi courts have jurisdiction over any dispute arising from them.

11. Contact

Any questions: [email protected] · WhatsApp