Version - 1.0 - Last Update 02,Jul,2025 06:40:49

This refund policy applies to self-service laundry operations provided by Flow & Roll within the Hong Kong Special Administrative Region. In the event of technical or operational issues during service use, refunds or compensation will be provided in accordance with this policy.

1. Scope

1.1 This policy applies when service interruptions are caused by machine malfunction, power outage, water supply issues, or other service provider-related problems, not due to customer fault.

1.2 This policy does NOT apply to service failures caused by customer misuse, failure to follow instructions, or intentional damage to equipment.

1. Refund Conditions

2.1 If a customer has paid but is unable to complete the laundry/drying process and the issue is confirmed to be the service provider’s responsibility, a full refund or equivalent service credit will be issued.

2.2 A refund request must be verified by on-site staff or system logs before processing.

2.3 Refunds will be made via the original payment method, with processing time varying depending on the payment channel (typically 3–7 business days).

1. Refund Process

3.1 Customers should notify on-site staff or submit a report via customer service upon discovering an issue.

3.2 Once verified, the refund process will be initiated within 3 business days.

3.3 If dissatisfied with the refund outcome, customers may contact customer service via phone or email to file an appeal.

1. Disclaimer

We shall not be liable for refunds due to force majeure events (e.g., natural disasters, government actions, major infrastructure failures). In such cases, we will strive to provide alternative solutions or reschedule services.

For any inquiries, please contact our customer service team:

📞 Hotline: +852 6105 0738

📧 Email: contact@flowandroll.com