Last updated: 17 July 2026
If we get your laundry wrong, we fix it. This page says exactly how — what we do, what we pay, how quickly, and what to do if you're not happy with our answer. It applies to services provided by FabricFold Laundry Solutions and sits alongside our Terms & Conditions.
We put things right with a free re-do, wallet credit or compensation — not cash.Once we have washed your clothes the service has been performed, so we don't give cash refunds for change-of-mind. But if the fault is ours, you are never left out of pocket: we re-do it free, or credit you, and for genuine loss or damage we pay compensation under the limit below.
Tell us within 48 hours of collecting — raise it in the app under Help, or at the counter. If a garment has come back still stained or not properly cleaned, we will re-wash it free. That is usually the fastest and best outcome for everyone, and it is our first response.
Report it within 48 hours of collection (or as soon as you notice a garment is missing from an order). We check the order — every garment is QR-tagged, and we photograph existing damage when you hand clothes in, so we can usually establish quickly what happened.
If the fault is ours, we compensate you. As set out in our Terms, compensation for a garment is capped at ten times the wash charge for that garment, or the garment's actual value, whichever is lower. This is the standard limit across the laundry industry and it is what lets us charge ₹15 to wash a shirt rather than pricing in the risk of replacing it.
Compensation is normally paid as wallet credit, which you can spend on any FabricFold service. Where credit genuinely isn't appropriate, a manager can approve a cash payment.
We don't compensate for the things listed in section 5 of our Terms — items left in pockets, damage that was already there, or normal-cleaning effects like shrinkage on a garment cleaned to its care label.
You get a refund of what you paid in these cases:
In each case the money is returned as wallet credit by default, and we issue a proper GST credit note against the original invoice where one was raised. If you have left the campus for good and can't use the credit, contact us and a manager will arrange to return it to you.
Plan fees are not refundable once the plan is activated, and unused cycles don't roll over or convert to cash. Individual orders under a plan are still covered by everything above — if we damage a garment on a plan order, you are compensated the same way. If we stop operating at your campus mid-plan, we will credit you fairly for the cycles you haven't used.
If you paid the express surcharge and we fail to deliver same-day through our own fault, we refund the express surcharge to your wallet — you still pay the normal wash price, because you still got the wash.
What happens next: we acknowledge within 1 working day and aim to resolve within 3 working days. If we need longer — for example to search for a garment — we tell you why and when to expect an answer. Every complaint and every credit or compensation we issue is logged against the order, so nothing depends on who you spoke to or what was remembered.
Ask for it to be escalated to the FabricFold owner, at support@fabricfold.in with your order number — the owner sees every complaint and will review it personally. If you are still unhappy after that, you can approach the consumer forum for your district. Nothing in this policy affects your rights under the Consumer Protection Act, 2019.
Email: support@fabricfold.in
WhatsApp / phone: +91 80191 21966