Terms of Service

Dress Doctor cleans clothes and things for your home. Pickup and delivery are free anywhere in Douala.

• Wash per kg — everyday clothes washed, dried and folded or ironed. You pay for the weight.
• Wash per piece — special clothes washed one by one, such as suits, dresses, boubous and kabas. You pay for each item.
• Dry cleaning, ironing, bedding and shoes — for clothes and items that need extra care.
• Monthly plans — Basic, Standard and Premium plans with a set amount of clothes or kilos each month, regular pickups and one simple bill.

Your clothes are usually ready within 24 to 72 hours. Ask us about our 24-hour express service if you need them sooner.

You can see the price of each service on our pricing page. The prices there are part of these terms.

How to book

You can book on our website, on WhatsApp or by phone. We confirm your pickup time by WhatsApp or email within 5 minutes. If you do not use WhatsApp, one of our team members can be your contact person and receive these messages for you.

Pickup times

We pick up three times a day: morning (8am to 11am), afternoon (12pm to 4pm) and evening (5pm to 7pm). We work from Monday to Saturday and we are closed on Sunday. Our rider comes in the time you choose, and usually calls you 10 minutes before.

Cancelling or changing a pickup

• Before the rider leaves — free. Message us and we cancel it. You pay nothing.
• After the rider leaves — if you cancel your order after the rider has left, you pay a fixed 1 000 XAF fee to cover the rider’s petrol and trip costs.
• The rider arrives and nobody is home — we wait 10 minutes and call you. If we still cannot reach you, we will cancel your order. You will need to book again, and we may prioritise your new booking for the next day.

All prices are in Central African francs (XAF) and include tax where tax applies. We tell you the price before you pay. There are no hidden costs and no extra fuel fees.

When you pay

• Orders per kg and per piece — you pay when we deliver, after we have weighed or counted your clothes and you have agreed the price.
• Monthly plans — paid in advance, on the same date each month. If you pay every 3 months, you get 10% off.

Ways to pay

• MTN Mobile Money
• Orange Money
• Ecobank
• Cash (XAF) when we deliver

If you use more than your plan

If you go over the amount in your plan, we charge the extra at our normal price, per piece or per kilo, whichever is cheaper for you. We always check with you on WhatsApp before we charge.

Late payments

If a plan bill is still unpaid after 7 days, we pause your account. You cannot book a new pickup until you pay. We do not charge late fees, and we will message you on WhatsApp before pausing your account.

We sort every load by colour and fabric before washing. We treat stains first and keep delicate clothes apart. Clothes marked “hand wash only” are washed by hand. We dry each item as its care label says.

For traditional clothes such as boubous, kabas and agbadas, and for formal clothes, we advise our wash per piece service. Each item then gets its own care.

Clothes that get extra care

• Wedding dresses, bridal items and party dresses
• Suits, blazers and ties
• Silk, satin and heavily embroidered clothes
• School uniforms

We care for thousands of items every month, and almost all of them come back looking better than before. If something does go wrong, this is what we do.

What we cover

• Free clean again — if you are not happy with how an item came back, bring it back within 48 hours of delivery and we will clean it again for free.
• Damage we cause — if we shrink, change the colour of or tear an item, we will repair or replace it, or offer fair compensation. A receipt helps us decide faster, but you do not need one for items worth less than 20 000 XAF.
• Lost items — we cover them in the same way. We tag every item at pickup, so this is rare. If it happens, we look into it and give you an answer within 14 days.

What we do not cover

• Damage that was already there. We take a photo of it at pickup and tell you.
• Damage from a fault in the clothes, worn-out fabric, or things hidden inside, such as a tissue in a pocket that leaves marks.
• “Dry clean only” clothes that you put in our wash per kg service. If you are not sure, choose wash per piece and we will do it properly.
• Items that are not collected within 30 days after we first try to deliver them.

For health, safety or technical reasons, we do not take a few kinds of items. If we find one when we sort your clothes, we send it back without cleaning it.

• Items heavily soaked with blood, paint, engine oil or harmful chemicals.
• Heavy rugs, mattresses and furniture.

To get your clothes back the way you want them:

• Empty your pockets — coins, tissues, pens and earphones can stain or damage clothes.
• Tell us about delicate items — if something is hand wash only, dry clean only, or very special to you, tell us at pickup.
• Show us the stains — tell us where a stain is and what caused it. This helps us treat it well.
• Check your clothes on delivery — count them and look at them before you accept them.
• Keep your phone number up to date — so our riders can reach you.

How the amount in your plan works

Each plan gives you a set amount every month, in pieces or in kilos, depending on what you choose. The amount starts again on your billing date. Anything you do not use is not carried over to the next month.

Pausing or stopping

• You can stop at any time. There is no contract, no fee and no notice period.
• If you stop part-way through a month, you can still use the rest of that month. We simply do not bill you again.
• You can pause your plan for up to 3 months each year, for example if you travel or move. We start again where you stopped.

Changing your plan

You can move to a bigger or smaller plan at any time. A bigger plan starts straight away, and you only pay for the rest of the month. A smaller plan starts on your next billing date.

We work around the rain, the traffic and sometimes the power cuts in Douala. If something big, such as heavy floods, unrest or a long power cut, stops us delivering on time, we tell you as soon as we can, pay back any charges that are affected, and start again as soon as it is safe. If we are not able to serve you for more than 24 hours, your plan billing pauses by itself.

These terms follow the laws of the Republic of Cameroon. If we cannot settle a problem together, it goes to the courts of Douala.

Please talk to us first. Almost every problem is solved in one WhatsApp chat. We take complaints seriously, and we would rather fix a problem than argue about who is right.

We may change these terms when our service changes. If we make an important change, we change the “Effective” date and tell our plan customers by WhatsApp or email at least 14 days before it starts, so you have time to read it.

If you keep using our service after the change starts, it means you accept the new terms. If you do not accept them, you can stop your plan before they start, with no fee.

Do you have a question about these terms, a bill, or damaged clothes? Contact us directly:

• Email: info@dressdoctor.io
• WhatsApp or phone: +237 689 688 248
• Address: Dress Doctor Limited, Douala, Cameroon