General Terms of Use and Service
Simple summary
Lavea lets you request laundry collection, washing, drying, ironing when available, and delivery in Ouagadougou. The price shown upfront is an estimate when the laundry has not yet been weighed. The final price is confirmed after weighing by the driver or workshop. The customer must verify their information, prepare their laundry and be available at the chosen time slot. Lavea may refuse items that are dangerous, prohibited, too fragile, unsanitary or unsuitable for the requested service. If a problem occurs, the customer can contact support and open a claim directly from the order. Payments can be made by Mobile Money, Lavea wallet or any other method shown in the app. These terms must be accepted before using the service.
1. Purpose
These general terms of use and service govern access to and use of the services offered under the Lavea brand, including the mobile app, website, ordering interfaces, customer support and laundry collection, processing and delivery services. They apply to any person who creates an account, places an order, uses the wallet, subscribes to a plan, contacts support or uses any Lavea-related service. By using the service, the customer acknowledges having read, understood and accepted these terms. If the customer does not accept these terms, they must not use the service.
2. Definitions
Customer: any person who uses Lavea to order a laundry service, track an order, make a payment or contact support. Order: a service request created in the app or through an authorized channel, including collection details, service type, options, weight, price and status. Laundry: clothing, bed linen, towels and textile items accepted by Lavea under these terms. Driver: a person authorized to collect or deliver an order, perform weighing and record proof of handover. Workshop: the location or processing team responsible for receiving, sorting, washing, drying, ironing, quality checking and packaging laundry. Wallet: an internal balance that can receive top-ups, credits, refunds or payments depending on active features. Mobile Money: payment methods such as Orange Money, Moov Money or any compatible local aggregator. Claim: a formal request from a customer reporting a delay, error, missing item, damage, payment issue or any other incident related to an order.
3. Service provider information
The service is operated by ProstechSolutions, with its principal address at Ouagadougou, Burkina Faso. Support contact: — support@staging.lavea.app Privacy contact: privacy@staging.lavea.app Launch area: Ouagadougou, Burkina Faso, with possible expansion to other zones activated in the app. Primary language: French.
4. Service access and account creation
To use certain features, the customer must create an account with accurate information, including their name, phone number, collection/delivery addresses and, if applicable, email. The customer is responsible for the accuracy of the information provided. The customer must keep their password, PIN, OTP or any other account access credentials confidential. Any use of the account with the customer's credentials is presumed to have been made by the customer, unless proven otherwise. The customer must promptly report any unauthorized use of their account. Lavea may temporarily suspend an account in the event of suspected fraud, misuse, unpaid amounts, threats to staff or violation of these terms.
5. Services offered
Available services may vary depending on the area, operational capacity, hours, available resources, payment partners and options activated in the app. — Laundry collection at an address specified by the customer. — Laundry weighing using a connected scale or, as a backup, audited manual entry. — Washing, drying, packaging and, when available, ironing or express service. — Laundry delivery to the agreed address. — Order tracking by status: collection, weighing, workshop, processing, quality check, ready to deliver, delivery and closure. — Wallet, Mobile Money payment, subscriptions and quotas when these features are active. — Claims and customer support related to orders. Campus services, connected machines, machine booking or self-service wash cycles may be added gradually. Specific terms will be shown when these services are activated.
6. Order creation, confirmation and acceptance
The customer selects the service, address, time slot, options and any special instructions. The app shows an estimate when the exact weight has not yet been confirmed. The order is confirmed when the customer validates the information and accepts the applicable terms. To be enforceable, terms must be accessible before order validation and acceptance must be explicit. After collection or reception, the weight is confirmed and the final price is calculated based on the displayed or configured rules. The customer receives the final price and, depending on the active flow, confirms payment or pays at the agreed time. Lavea sends an electronic receipt or acknowledgment containing the essential order details.
7. Pricing, weighing, fees and billing
Prices are stated in CFA francs unless otherwise indicated. Applicable amounts are those shown in the app at the time of the order or in official Lavea communications. When the price depends on weight, the pre-weighing price is an estimate. The final price may include actual weight, options, express service, ironing, collection/delivery fees, subscription overages or any other fee shown before validation. Weighing may be performed at collection or at the workshop. In the event of a significant discrepancy between two weighings, Lavea may review the order before final billing. Discounts, promo codes, credits and any cashback may be subject to specific conditions.
8. Payments, wallet and subscriptions
Available payment methods may include Orange Money, Moov Money, a local payment aggregator, the Lavea wallet, payment on delivery or any other method shown in the app. The customer must ensure their Mobile Money number is active and their balance is sufficient. A transaction may be marked as pending until the payment provider confirms receipt. The wallet can hold top-ups, credits, refunds or commercial benefits. All movements are recorded in a history. Subscriptions may include a kilogram quota, a number of collections/deliveries, included options, a validity period and overage conditions. Unused quotas, rollovers, cancellations and subscription renewals must be shown in the app and may depend on the chosen plan. Lavea may temporarily block or freeze a wallet in cases of fraud, payment error, dispute or legal obligation.
9. Cancellation, modification and withdrawal
The customer may modify or cancel an order as long as the action is available in the app or accepted by support. Rules depend on order status. Before driver assignment: cancellation is generally possible at no charge, except for costs already incurred and clearly disclosed. Driver en route or arrived: cancellation is possible subject to support validation. Travel fees may apply if disclosed before the order. After collection or weighing: cancellation is subject to validation. Collection, weighing, logistics or already-started processing fees may be due. Processing started: the right of withdrawal may no longer apply once service execution has started with the customer's agreement. Order delivered: the order can no longer be cancelled, but the customer may open a claim. Where applicable law provides a right of withdrawal for contracts concluded remotely or electronically, Lavea applies it under the conditions provided by law. However, some services may start quickly at the customer's request, including collection, sorting or washing. In such cases, the customer may be required to pay for the portion of service already rendered and certain withdrawals may be excluded once the service has started with the customer's agreement.
10. Customer obligations
— Provide an accurate, accessible and safe address. — Be reachable during collection and delivery time slots. — Prepare laundry in a clean, closed and identifiable bag. — Separate or flag fragile, delicate, colour-bleeding, stained, heavily soiled items or items requiring special treatment. — Remove all personal items from pockets: money, keys, documents, jewellery, cards, electronic devices, medications or dangerous objects. — Not hand over prohibited, dangerous, contaminated, infested, flammable, sharp, illegal or unsuitable items. — Check the order upon delivery and promptly report any issue. — Pay amounts due in accordance with the displayed payment terms.
11. Refused or conditional items
Lavea may refuse, suspend or process under reservation certain items, including: — Items requiring only specialised cleaning not offered by Lavea. — Items of high financial, sentimental, artistic or collector value. — Textiles without care labels or with illegible or contradictory labels. — Items already damaged, torn, long-stained, discoloured, fragile or likely to shrink. — Items contaminated with blood, chemicals, hydrocarbons, pests, significant mould or dangerous substances. — Shoes, rugs, bags, heavy curtains, bulky duvets or special items unless explicitly accepted by Lavea. — Items with forgotten objects left in pockets.
12. Service quality and reasonable limits
Lavea is committed to providing a reliable, traceable service suited to the laundry entrusted. However, some results depend on the initial condition of the textile, the nature of stains, the instructions provided, the fabric composition and care history. Lavea does not guarantee the removal of all stains, particularly old, set or previously treated stains. Normal textile variations, wear, shrinkage, discolouration or deterioration resulting from a garment defect may not engage Lavea's liability. Lavea may take photos before processing to document the initial condition, anomalies or incidents. If an anomaly is detected before washing, Lavea may contact the customer, refuse the item or request validation before processing.
13. Delays, unavailability and force majeure
Displayed timelines are service targets. Delays may occur due to traffic, weather, breakdowns, water or power outages, payment unavailability, security incidents, high demand, public events or force majeure. Lavea endeavours to inform the customer of significant delays and to offer a reasonable solution: a new time slot, priority processing, a goodwill gesture or another appropriate measure.
14. Claims, refunds and credits
The customer may open a claim through the app, WhatsApp/phone support or email. Detailed rules are set out in the Claims Policy. Every claim must be linked to an identifiable order. The customer must provide available information and evidence: photos, description, receipt, timeline, approximate item value if needed. Depending on the analysis, Lavea may offer service re-processing, a wallet credit, a partial or full refund, reasonable repair, compensation or a reasoned rejection of the claim. Mobile Money refunds depend on the payment provider's processing times.
15. Digital proof, QR code and traceability
To secure operations, each order may be linked to a QR code, statuses, timestamps, weighings, photo evidence, agent/driver actions and audit logs. The QR code must not contain personal data visible in plain text. Evidence is used solely for order management, security, quality control, claims, fraud prevention and legal obligations.
16. Personal data
Using the service involves the processing of personal data. Detailed terms are set out in the Privacy Policy. The customer may exercise their rights as described in that policy.
17. Intellectual property and app usage
The Lavea brand, logos, texts, interfaces, visuals, technologies and app content belong to Lavea or its partners. The customer is granted only a personal, limited, non-exclusive and non-transferable right to use the service in accordance with these terms. It is prohibited to copy, modify, resell, circumvent, reverse-engineer or disrupt the app. It is prohibited to use the service to commit fraud, harass staff, send unlawful content or disrupt operations. Comments and reviews left by users may be displayed publicly if they comply with moderation rules and privacy.
18. Suspension, restriction or discontinuation of service
Lavea may suspend all or part of the service for maintenance, security, updates, operational difficulties or legal obligations. Lavea may also restrict or suspend an account for breach of terms, fraud, unpaid amounts, threats, abusive language or dangerous use.
19. Liability
Lavea is responsible for the proper performance of its obligations, within the limits set by applicable law and these terms. Lavea's liability may be reduced or excluded where damage results from the customer's fault, inaccurate information, an object left in laundry, a pre-existing defect, a force majeure event or an unforeseeable and unavoidable act by a third party.
20. Governing law and dispute resolution
These terms are governed by the law applicable in Burkina Faso, subject to mandatory consumer protection rules. In case of difficulty, the customer is encouraged to contact support first to seek an amicable resolution. If no amicable solution is reached, the dispute may be submitted to the competent authorities or courts in Burkina Faso.
21. Amendments
Lavea may amend these terms to reflect service evolution, legal changes, payment methods, delivery areas or operations. The applicable version is the one displayed at the time of the order, unless mandatory rules provide otherwise. Significant changes may be notified within the app.