Delivery and Collection Policy
Simple summary
The customer selects a collection time slot and a delivery time slot based on displayed availability. The driver weighs the laundry, takes bag proof if needed and links the order to a QR code. The final price may be confirmed after actual weighing. The customer must be available and reachable at the agreed time slot. In case of absence, incorrect address or payment refusal, the order may be delayed or subject to fees. Timelines may vary depending on the zone, traffic, weather, water/power outages or incidents.
1. Purpose
This policy describes the rules for collection, weighing, transport, processing, delivery and proof of handover for Lavea orders. It supplements the General Terms, Claims Policy and Privacy Policy.
2. Service areas
The service is launched in Ouagadougou, Burkina Faso. Exact service areas, applicable fees and available time slots are shown in the app or communicated by support. Some areas may be temporarily unavailable for security, weather, traffic, capacity or maintenance reasons. Lavea may refuse a collection or delivery if the address is inaccessible, unsafe, too far or outside the active zone. Lavea may gradually expand service areas without amending this policy, provided that applicable areas and fees are displayed.
3. Time slots, hours and timelines
Collection and delivery time slots are offered based on team availability, workshop load and zone. Time slots are passage windows, not exact times, unless a specific commitment is displayed. Collection slot: chosen by the customer based on availability. The customer must be reachable. Delivery slot: chosen or proposed based on processing status and driver availability. Standard service: 24 a 48 heures selon disponibilite. Express service: available only if displayed and accepted, with possible additional fees. Delay: customer notification if significant delay. New time slot or reasonable solution. Operating days: 7j/7.
4. Laundry preparation by the customer
— Place laundry in a clean, closed and easy-to-handle bag. — Separate colours, whites, fragile or delicate items where necessary. — Flag stains, fragile items, colour-bleeding clothes, costly items or special instructions. — Empty all pockets before collection. — Avoid sending items that have been damp for a long time, mouldy, infested or containing dangerous substances. — Ensure clear access for the driver: building, courtyard, floor, landmark, on-site contact.
5. Laundry collection
The driver receives the job and goes to the indicated address. The customer hands over laundry in the expected or acceptable bag. The driver verifies key information: order, address, bag count, instructions and options. The driver weighs the laundry using a connected scale when available. If unavailable, manual entry may be used with a mandatory reason. The driver may take a photo of the bag or weight as operational proof. The order is linked to a QR code or unique workshop identifier. The customer receives collection confirmation and the final price when the flow is active.
6. Final price after weighing
When the service is billed by weight, the initial price is an estimate. The final price is calculated after actual weighing and may include options, delivery fees, express, ironing, subscription, quotas or overages. The customer can view the retained weight and final price. If the weight is immediately disputed, Lavea may perform a check at the workshop. A significant discrepancy between collection and workshop weighing triggers an internal review. The payment rule is clear: payment after weighing, payment on delivery or wallet payment depending on the active flow.
7. Transport and workshop reception
After collection, the laundry is transported to the workshop or authorised processing location. On reception, the agent scans the QR code, verifies order consistency, checks the bags and flags visible anomalies. An anomaly may include: damaged bag, fragile item, significant stain, unusual odour, prohibited item or weight discrepancy. Lavea may contact the customer before processing if an instruction or validation is needed.
8. Laundry delivery
Once laundry is packaged and marked "ready to deliver", a delivery job is assigned. The driver goes to the agreed address within the scheduled or confirmed time slot. The customer verifies receipt of the bag or items handed over. Depending on the flow, final payment may be requested before handover or at delivery. Delivery is confirmed by proof: app validation, OTP code, signature, photo of bag handed over or other authorised proof. The customer receives a closure notification and may rate the service or open a claim.
9. Absence, incorrect address or inaccessible location
If the customer is absent, unreachable, the address is incorrect or access is impossible, the driver may wait a reasonable time then declare an incident in the app. Customer absent at collection: rescheduling based on availability. Possible travel fees if disclosed before the order. Customer absent at delivery: new attempt or return per Lavea process. Possible fees. Incorrect address: customer contacted for correction. New time slot if needed. Unsafe access: the driver may refuse collection/delivery and report the incident. Customer refuses final price: support intervenes. Processing may be suspended depending on status and payment rules. Payment not made: Lavea may withhold delivery until regularisation, subject to applicable legal rules.
10. Refused items at collection or processing
For safety, hygiene, quality or feasibility reasons, Lavea may refuse certain items before or after collection: — Items containing dangerous, flammable, toxic or sharp products. — Contaminated, infested, heavily mouldy items or items presenting a sanitary risk. — Items requiring specialised cleaning not offered. — Items of very high value or that are irreplaceable. — Items without care labels or with a high risk of damage, unless specifically agreed. — Bags that are too heavy, poorly closed or impossible to transport safely.
11. Delays and operational incidents
Lavea endeavours to meet announced timelines. However, certain events may cause delays: traffic, weather, water outage, power outage, machine breakdown, vehicle breakdown, payment incident, customer unavailability, exceptional overload or security situation. In case of significant delay, Lavea informs the customer and offers a reasonable solution where possible.
12. Collection and delivery fees
Collection and delivery fees are displayed before order validation. They may depend on the zone, order amount, subscription, weight, express service or promotions. Free-delivery thresholds, fixed fees and retry fees are configurable and displayed in the app.
13. Delivery to a third party
The customer may request that laundry be handed to another person at the agreed address. In that case, Lavea may request proof of handover, an OTP code, the person's name or in-app confirmation. The customer remains responsible for the person authorised to receive the laundry.
14. Driver and customer safety
Drivers respect the customer, confidentiality and safety guidelines. The customer must allow collection/delivery at an accessible and reasonably safe location. Lavea may cancel or postpone a job in cases of threat, violence, insults, harassment or dangerous situations. Staff may be trained not to enter private spaces not needed for collection or delivery.
15. Delivery-related claims
Any claim related to collection or delivery must be reported under the Claims Policy. The customer must provide the order number, date, time slot, problem description and available evidence.