Claims Policy
Simple summary
If you notice a problem with an order, contact support quickly with the order number and photos if possible. Claims may relate to a delay, missing item, damage, service error, payment issue or inappropriate behaviour. Lavea analyses available evidence: photos, QR code, weighing, status, driver/workshop history and support exchanges. Depending on the case, Lavea may offer a service correction, wallet credit, refund, reasonable repair or another solution.
1. Purpose
This policy explains how Lavea receives, processes and resolves claims related to laundry orders, collection, washing, drying, ironing, delivery, payments, wallet, subscriptions and customer support.
2. Processing principles
— Handle every claim with respect, attentiveness and transparency. — Base decisions on facts, digital evidence and exchanges with the customer. — Give a clear and understandable response. — Offer a reasonable solution where Lavea's responsibility is established or a goodwill gesture is justified. — Limit abuse, false statements or repeated unfounded claims.
3. Accepted claim types
Delay: collection or delivery outside the time slot, longer processing than expected, no notification. Missing item: item not found at delivery, incomplete bag, packaging error. Damaged item: tear, burn, discolouration, abnormal shrinkage, worsened stain. Service error: ironing not done though paid for, wrong service, forgotten option. Insufficient quality: poorly washed laundry, odour, folding or packaging not meeting displayed standards. Payment or wallet: double charge, unrecognised payment, refund not received, incorrect balance. Behaviour or security: inappropriate language, problem with a driver, incident during collection/delivery. App or support: stuck order, status error, incorrect notification, insufficient support response.
4. Reporting timeframes
Customers should report a problem as soon as they notice it. The timeframes below are recommended to preserve evidence and facilitate processing. Missing item or delivery error: within 24 heures of delivery — allows quick verification of bags, QR codes and rounds. Damaged item or insufficient quality: within 48 heures of delivery — allows comparison of initial and final condition using photos. Collection/delivery delay: same day or within 48 heures — allows analysis of planning and notifications. Payment, wallet or refund: within 7 jours of the anomaly — allows transaction reconciliation. Behaviour or security: as soon as possible. A claim received after these timeframes may still be considered, but Lavea may not be able to confirm the facts if evidence is no longer available.
5. How to submit a claim
— Open the relevant order in the app and tap "Report a problem". — Or contact support via WhatsApp/phone/email with the order number. — Describe the problem clearly: item concerned, when it was noticed, photos, amount, desired outcome. — Keep the laundry, packaging and labels until support responds where possible. — Respond to reasonable support requests to complete the analysis.
6. Useful documents for analysis
— Order number or QR code. — Photos of the item or bag at delivery. — Photos before processing if available. — Item description: type, colour, brand if relevant, initial condition, estimated value. — Receipt, invoice or proof of purchase if significant financial compensation is requested. — Screenshot of payment or Mobile Money operator message for payment disputes. — Any messages exchanged with the driver, agent or support.
7. Internal analysis by Lavea
To investigate a claim, Lavea may consult strictly necessary data and evidence: — Order and status history. — Weighing at collection and/or at the workshop. — Photos of the bag, items, anomaly or delivery. — QR scan log, driver, agent, workshop and quality control. — Payment, wallet and refund history. — Support exchanges and authorised internal comments. — Driver, workshop agent or operations manager report. Access to this information is restricted to authorised persons and solely to handle the claim.
8. Responses and processing times
Acknowledgment of receipt: within 24 heures ouvrees — confirmation that the claim has been received. Simple analysis: 1 a 3 jours ouvres — delay, service error, minor quality issue. Complex analysis: 3 a 7 jours ouvres — missing item, damage, Mobile Money payment, internal investigation. Exceptional case: timeline communicated to the customer — expertise required, awaiting payment operator response, major dispute. These timelines are service targets and may vary depending on the availability of evidence, payment operators or relevant teams.
9. Possible solutions
Depending on the nature of the problem, available evidence and established responsibility, Lavea may offer one or more solutions: — Free or priority reprocessing of an item where possible. — Correction of a forgotten service: ironing, folding, rewashing or other option. — Wallet credit usable on a future order. — Partial or full refund of the service concerned. — Refund of delivery fees where the delay or error is attributable to Lavea. — Reasonable repair where the damage is repairable and attributable to Lavea. — Financial compensation where Lavea's responsibility is established. — Goodwill gesture at Lavea's discretion.
10. Missing items
For a missing item, Lavea checks collection proof, bag count, QR code, weighings, workshop reception, packaging and delivery. If the item is found, Lavea arranges its return within a reasonable time. If the item is not found and Lavea's responsibility is established, a compensation solution may be offered. The customer may be asked for a detailed description and, if available, proof of purchase or estimated value. Items left in pockets are not considered as items entrusted to the service, unless proven otherwise.
11. Damaged or deteriorated items
Lavea analyses whether damage is related to processing or to a pre-existing condition of the textile. Some damage may result from fabric defects, wear, an old stain, an incorrect label, a fragile item or insufficient instructions. Customers should avoid entrusting items of very high value or requiring specialised cleaning not offered. If damage is attributable to Lavea, the solution may include repair, credit, refund or appropriate compensation.
12. Limits and exclusions
Lavea may refuse or limit compensation when: — The problem results from a pre-existing defect, normal wear or a missing/incorrect care label. — The customer did not flag a fragile, special, colour-bleeding or specially treated item. — The item contained a forgotten object in a pocket that caused damage. — The damage results from force majeure or an act attributable to the customer. — The claim is manifestly fraudulent, abusive or contradicted by available evidence. — The customer used, rewashed, modified or repaired the item before analysis, preventing assessment.
13. Payments and refunds
A refund may be made to the original payment method, the Lavea wallet or any other accepted channel. Mobile Money refunds may depend on the operator or aggregator's processing times. A wallet credit is usable under the displayed conditions and may not be withdrawable as cash, unless required by law or at Lavea's discretion. In the event of a confirmed double charge, Lavea rectifies the situation or assists the customer with the payment provider.
14. Escalation and disagreement
If the customer is not satisfied with the first response, they may request a review by a support or operations manager. Lavea may request additional information and issue a final reasoned decision. If no amicable agreement is reached, the customer retains the remedies provided by applicable law in Burkina Faso.
15. Abuse prevention
Lavea may reject a claim, suspend an account or restrict certain features in cases of false statements, fraud, threats, harassment, attempts to obtain undue advantages or repeated manifestly unfounded claims.