1. General Cancellation Policies

Customers may cancel their laundry service orders according to the conditions outlined below:

2. Cancellation Period Without Charges

  • Orders can be canceled without any charge if the cancellation request is made before the pickup service has taken place.
  • Cancellations must be made through our customer service, either by phone, email, or through our online platform or mobile application.

3. Cancellation After Pickup but Before Washing

  • If the cancellation request is made after the pickup but before the washing process has started, a handling fee equivalent to 30% of the total service cost will be applied.
  • Customers should contact our customer service as soon as possible to check the status of their order and proceed with the cancellation.

4. Cancellation of Orders in the Washing Process

  • Cancellations are not accepted for orders that are already in the washing process. Once the washing process has begun, it is not possible to stop the service or refund the cost.
  • Customers will be notified when their laundry completes the washing process, and any cancellation requests received 4 hours before this process or after this notification will not be processed.

5. Refunds

  • In cases where cancellation is allowed and fees apply, refunds will be processed as follows:
    • For cancellations without charges (before pickup), 100% of the paid amount will be refunded.
    • For cancellations with handling fees (after pickup but before washing), 70% of the paid amount will be refunded.
    • No refunds will be given for orders canceled during or after the washing process.

6. Cancellation Request Process

To request the cancellation of an order, customers must provide the following information:

  • Full name and contact number. (Not necessary if cancelled within the mobile application)
  • Order number or service ID. (Not necessary if cancelled within the mobile application)
  • Reason for cancellation. (In the mobile application, you might be asked for a cancellation reason)

7. Contact for Cancellations

In case, cancellations are made in other form than through our mobile application, customers can contact our customer service team to process cancellations through the following means:

  • Phone: +52 (322) 175-7772
  • Email: nancy@rola-mex.com.mx
  • Mobile Application: Go To “Track my Orders”, choose “Cancel Order”

8. Exceptions and Special Considerations

We reserve the right to make exceptions to these policies under special circumstances, which will be evaluated on a case-by-case basis. Please contact our customer service to discuss any particular situation that may arise.

Note: These policies are designed to ensure a fair and efficient experience for all our customers. We appreciate your understanding and cooperation.