Terms of Service

01 Agreeing to these terms

By using the Service you confirm that you can form a binding contract under the laws of Kenya (generally, that you're 18 or older), and that you agree to these terms and our Privacy Policy. If you don't agree, please don't use the Service.

02 About FUA-NAMI & where we operate

FUA-NAMI ("FUA-NAMI", "we", "us", "our") provides door-to-door laundry pickup, wash, dry, fold and delivery in Nairobi, Kenya, currently focused on Roysambu, Kasarani and the surrounding estates near TRM (Thika Road Mall) and Garden City Mall — including Zimmerman, Garden Estate, Thome, Mirema, Githurai, Kahawa West, Kahawa Sukari, Ruaraka and Clay City.

We may expand, pause or adjust the areas we serve at any time; the exact area available to you is confirmed when you enter your pickup address at booking.

03 Your account

To book a pickup you'll need an account, created either with your name, an email or a username, and a password, or by continuing with Google. We'll also ask for a phone number and a pickup PIN. You're responsible for:

• Giving us accurate contact details — we and our riders use these to reach you about your order.
• Keeping your password confidential and telling us if you think your account has been accessed without permission.
• Anything that happens under your account, unless it's the result of our error.

If you sign up with Google, we'll still ask for a phone number, since our shop and riders need one to reach you about your order.

04 Placing an order

When you request a pickup, you'll choose:

• A pickup address and, if different, a separate delivery address — for example, pick up at one location and deliver to another.
• A speed tier, from Economy through to Urgent, which determines the turnaround time and the rate per item. Exact rates and timing are shown and confirmed before you complete your booking.
• The items you're sending for washing.

Each order gets a unique order ID (for example, FUA-20260828-1200-0001) that you can use to track its progress from pickup, through wash and packaging, to delivery — including messaging the shop directly if anything comes up.

You can edit or cancel a request from the tracking screen at any time before it has been collected. Once a rider has collected your order, changes may no longer be possible — see "Cancellations, changes & refunds" below.

05 Pricing & payment

Rates depend on the speed tier you choose and the items in your order, and are shown to you before you confirm a booking. We may change our rates at any time, but a price you've already been quoted and confirmed for a booking won't change after the fact.

Once your order is ready for delivery, you choose how to settle it:

• Pay Now — by M-Pesa or card (processed by Pesapal).
• Cash on Delivery — pay the rider when your order arrives.
• Already Paid — the shop confirms payment received before delivering.

Card and M-Pesa payments are processed directly by our payment partners; we don't store your full card details. You're responsible for making sure the phone number or card you use for payment is your own or one you're authorised to use.

06 How we handle your items

We take care with every order. When your laundry arrives at our shop, each piece is tagged with a unique, never-repeated QR code linked to your order ID and individually photographed on intake, so it can be identified and matched back to you throughout the process.

Please check before handover

• Remove any valuables, cash, or items left in pockets — we're not responsible for items left in pockets that aren't part of the laundry itself.
• Let us know about any items that are delicate, already damaged or worn, non-colourfast, or that need special care (e.g. leather, suede, fur, sequins or other embellishments) — we'll do our best to accommodate special care instructions, but can't guarantee an outcome we weren't told about in advance.

If something's wrong

If an item is lost or damaged while in our care, tell us within 24 hours of delivery (or of when delivery was due, if it never arrived), with your order ID, so we can investigate using the intake photos and QR record. Where we're responsible, our liability is limited to the reasonable repair or replacement cost of the affected item(s) — we're not liable for indirect losses (like being without a garment for an event), normal wear and tear, or pre-existing damage or fragility that wasn't disclosed to us at pickup.

07 Delivery

Delivery times and windows shown in the app are estimates based on the speed tier you chose; they can shift because of traffic, weather, or order volume. When your order is ready, you can schedule a delivery date and time. Please make sure someone is available at the delivery address to receive your order — if no one is available and we can't reach you, we may need to reschedule or hold the order for collection, and additional attempts may incur a fee we'll tell you about in advance.

08 Cancellations, changes & refunds

• You can cancel or edit an order free of charge any time before it's been collected.
• Once your laundry has been collected, we may not be able to offer a full refund, since work is already underway — we'll let you know what's possible at the time you ask.
• If you've prepaid by M-Pesa or card and are entitled to a refund, we'll return it to the same payment method where possible; refunds can take a few business days to reflect, depending on the payment provider.
• If we're unable to fulfil your order for a reason on our side (for example, we can't service your area, or something goes wrong with the wash), we'll offer a full refund or a re-wash, your choice.

09 Acceptable use

Please don't:

• Send us items that are illegal to possess or transport, hazardous, contaminated, or that pose a health or safety risk to our staff or riders.
• Use the Service for any fraudulent, abusive, or unlawful purpose.
• Harass, threaten, or abuse our staff, riders, or other users.
• Try to interfere with, disrupt, or gain unauthorised access to the Service, our systems, or other users' accounts.

We may refuse an order, or suspend or end an account, if we reasonably believe it's needed to enforce this section — see "Suspending or ending an account" below.

10 Notifications & communications

By using the Service, you agree that we may send you transactional messages about your orders and account — such as pickup confirmations, status updates, and payment receipts — by push notification, in-app updates, or email. These are part of how the Service works and aren't marketing messages. You can manage push notification permissions in your browser or device settings at any time.

11 Intellectual property

The FUA-NAMI name, logo, and the design and content of the Service belong to FUA-NAMI (or our licensors) and are protected by copyright and trademark law. You may use the Service for your own personal orders, but you may not copy, reproduce, or repurpose our branding, content, or app design without our written permission.

12 Third-party services

The Service relies on third-party providers, including Google (sign-in, Maps and Places), Supabase (our backend and authentication), Safaricom M-Pesa, and Pesapal. Your use of those specific features is also subject to that provider's own terms and privacy policy. We aren't responsible for outages or issues that originate with a third-party provider, though we'll do our best to help you work around them.

13 Disclaimers & limitation of liability

We aim to provide a reliable, carefully handled service, but the Service is provided "as is." To the fullest extent allowed by Kenyan law:

• We don't guarantee the Service will be uninterrupted, error-free, or available at all times.
• Except as described in "How we handle your items" above, we're not liable for indirect, incidental, or consequential losses arising from your use of the Service.
• Nothing in these terms limits any right you have under Kenyan consumer protection law that can't lawfully be excluded or limited by agreement.

14 Indemnity

You agree to cover us for any reasonably foreseeable losses, claims, or costs (including reasonable legal fees) that arise from your breach of these terms, your misuse of the Service, or an order containing items you weren't entitled to send us for cleaning.

15 Suspending or ending an account

You can stop using the Service and ask us to close your account at any time by contacting us. We may suspend or end an account, or decline to fulfil an order, if we reasonably believe it's necessary — for example, for suspected fraud, abuse of staff or riders, repeated failed deliveries, or a breach of these terms. Where practical, we'll tell you why.

16 Governing law & disputes

These terms are governed by the laws of Kenya. If a dispute comes up, we'd rather resolve it directly — contact us first and we'll try to sort it out. If it can't be resolved that way, the courts of Kenya have jurisdiction over any claim arising from these terms or your use of the Service.

17 Changes to these terms

We may update these terms from time to time, for example as we add new features or payment options. If we make a material change, we'll update the "Last updated" date above and, where appropriate, let you know in the app or by email. Continuing to use the Service after a change takes effect means you accept the updated terms.

18 Contact us

Questions about these terms, or about an order:

• Email: fuanami.laundry@gmail.com
• Phone: 0114 345 016
• WhatsApp: wa.me/254114345016