TERMS AND CONDITIONS OF USE

1. Introduction & Acceptance

​

Welcome to Mamasafi Instant Laundry and Homecare Services Limited (“Mamasafi”, “we”, “our”, “us”).

By:

• Placing an order

• Receiving an order number

• Depositing items with us

• Using our website, app, or services

…you automatically agree to these Terms and Conditions.

 

These Terms form a binding legal contract under the laws of Kenya.

​

​

2. Scope of Services

​

Mamasafi provides professional cleaning and homecare services, including:

• Laundry and dry cleaning

• House cleaning and domestic chores

• Duvet and bedding cleaning

• Curtains and sheers washing and steam services

• Carpet and rug cleaning

• Sofa and upholstery cleaning (fabric, leather, suede, etc.)

• Deep cleaning (move-in/out, post-construction, sanitization)

• On-demand cleaning professionals

 

We reserve the right to:

• Determine the method of cleaning

• Refuse items deemed unsafe, hazardous, or unsuitable

• Subcontract services to trained third-party providers

​

​

3. Acceptance of Goods 

​

All items are accepted at the owner’s sole risk.

While Mamasafi exercises reasonable care, we:

• Do not guarantee against damage, loss, or alteration

• Are not responsible for inherent fabric weaknesses, aging, or prior damage

​

​

4. Ownership Declaration

​

All goods are presumed to belong to the person depositing them unless declared otherwise at the point of submission.

Failure to declare ownership:

• Invalidates any future ownership dispute

• Releases Mamasafi from liability in such disputes

​

​

5. Cleaning Process & Fabric Risk

​

Mamasafi uses professional judgment to determine the best cleaning method.

You agree that:

• We are not liable for shrinkage, fading, color bleeding, or texture change

• Some stains are permanent and may not be removed

 

Cleaning results vary depending on:

• Fabric type

• Age

• Prior exposure (sunlight, chemicals, wear)

​

If no care label or instructions are provided:

• Items will be cleaned at our discretion and entirely at your risk

​

​

6. Curtains & Special Fabrics Clause (Critical Protection)

​

For curtains, sheers, and delicate fabrics:

You acknowledge and accept the following risks:

• Shrinkage on first wash (especially cotton, linen, blends)

• Color fading or bleeding due to sun exposure

• PVC/plastic lining damage (cracking, sticking, tearing)

• Sheer fabric fragility (snagging or tearing)

​

These are natural fabric behaviors and NOT defects.

• Mamasafi shall bear NO liability for such outcomes.

 

 

7. Accessories & Trimmings Disclaimer

​

We are not responsible for loss or damage to:

• Buttons

• Zippers

• Buckles

• Belts

• Decorations

• Padding or ornaments.

​

These are handled at customer’s risk during cleaning

 

 

8. Customer Responsibilities

​

You must:

• Empty all pockets before submission

• Declare valuables or delicate items

• Provide accurate information

 

Mamasafi is not liable for:

• Money, jewelry, electronics, or valuables left in items

• Undeclared special-care garments

 

 

9. High-Value Items Clause

​

Items of high value (e.g. designer wear, wedding gowns, expensive curtains):

• Must be declared at deposit

• Are handled at owner’s risk unless explicitly agreed in writing

 

Any compensation:

• Is based on current market value (not purchase price)

• Is capped at KES 5,000 per claim

​

​

10. Receipt, Collection & Customer Responsibility

​

• An invoice/order number will be issued; keep it for collection

• SMS notifications are courtesy only (not guaranteed)

​

It is your responsibility to:

• Follow up

• Collect/receive when delivered items on time

• You may collect/receive items even without SMS notification

​

​

11. Storage & Uncollected Goods (STRICT 10-DAY RULE)

​

Items must be collected within 10 days of completion or notification

After 10 days:

• Items are deemed abandoned

​

Mamasafi reserves the right to:

• Confiscate

• Dispose

• Donate

• Resell

 

NO compensation will be provided

​

Additionally:

• Storage fees may apply after 48 hours

• Charges may be increased for prolonged storage

 

This policy is enforced in line with the Disposal of Uncollected Goods Act (Kenya).

​

​

12. Payment Terms

​

Full payment is required before delivery or dispatch

Customers are expected to:

• Pay in advance for delivery

​

All payments are:

• Final

• Cashless; paid through M-Pesa or Card.

• Non-refundable unless approved by Mamasafi

​

​

13. Cancellation Policy

​

• Late cancellations may attract fees

• Repeated cancellations may result in account suspension

​

​

14. Liability for Loss or Damage

​

You agree that Mamasafi is not liable for:

• Items other than garments in laundry (e.g. valuables in pockets)

• Normal wear and tear (tears, fading, shrinkage, zipper failure, etc.)

• Failure to remove stains

• Damage from incorrect or conflicting instructions

​

We are only liable if proven negligence occurs, and even then:

• Maximum liability = KES 5,000 per claim

​

​

15. Complaints Procedure

​

• All complaints must be reported within 24 hours of delivery/collection

• Items must be returned in original condition for inspection

Mamasafi’s technical assessment shall be final and binding

​

Failure to report within 24 hours:

• Claim automatically rejected

​

​

16. Hazardous Materials Clause

​

We do NOT accept:

• Toxic, flammable, or chemical-contaminated items

• Biohazard materials

​

Such items may be:

• Rejected

• Reported

​

​

17. Force Majeure

​

Mamasafi is not liable for delays or losses caused by:

• Riots

• Strikes

• Fire

• Floods

• Government action

• Any event beyond reasonable control (e.g Machine breakdown)

​

​

18. Indemnity

​

You agree to fully indemnify Mamasafi against:

• False claims

• Misuse of services

• Damage caused by unsafe environments

• Legal disputes arising from your actions

​

​

19. Dispute Resolution 

​

Disputes must first go through mediation

Then arbitration by a single arbitrator in Nairobi

​

Conditions:

• Arbitration must be initiated within 6 months, or claim is abandoned

• Arbitration ruling is mandatory before any court action

​

​

20. Governing Law

​

These Terms are governed by the laws of Kenya.

​

​

21. Limitation of Liability

​

To the fullest extent allowed by law:

​

Mamasafi shall NOT be liable for:

• Indirect or consequential losses

• Loss of income or business

• Emotional distress

​

​

22. Right to Refuse Service

​

We reserve the right to refuse service if:

• Items are unsafe

• Customer is abusive

• Terms are violated

​

23. Entire Agreement

​

These Terms constitute the full and complete agreement between you and Mamasafi and override all prior agreements.

​

​