Terms and Conditions & Service Policy - Clean Station

These Terms govern the use of the Clean Station application, website, and services and the relationship between users and the entity that owns and operates the Clean Station platform.

Clean Station is a platform owned by HOFU SYSTEM, Commercial Registration No. 1010782179, VAT No. 311197761700003, Kingdom of Saudi Arabia.

By creating an account or placing an order, the user acknowledges that they have reviewed and accepted these Terms and the applicable Privacy Policy.

Acceptance of these Terms alone does not constitute separate consent to direct marketing where separate consent is required.

1. Definitions

For the purposes of these Terms:

“HOFU SYSTEM” or “Company” means HOFU SYSTEM, the owner of the Clean Station platform.

“Clean Station”, “Platform”, “we”, “us”, or “our” means the Clean Station platform owned by HOFU SYSTEM.

“Application” means the Clean Station mobile application available on supported devices.

“Website” means cleanstation.app and its related webpages.

“User” or “Customer” means a person who creates an account, uses the application or website, or places a service order.

“Service” or “Services” means services actually available through Clean Station at the time an order is placed.

“Order” means a service request submitted by a user through the application or other authorised Clean Station channels.

2. Eligibility and Account Registration

Users must be 18 years of age or older to create an account and place orders.

Accounts are created using a mobile number and any information required by the application.

Users may be verified using a verification code sent to the registered mobile number.

Users are responsible for:

1. Providing accurate and current information
2. Keeping verification codes confidential
3. Preventing unauthorised use of their account
4. Informing Clean Station if unauthorised account access is suspected

Accounts must not be created or used for fraudulent or unlawful purposes.

Clean Station may suspend, restrict, or disable an account where fraud or reasonably suspected misuse of the account, platform, or services is identified.

3. Use of the Application and Website

Users may use the application and website to:

1. Browse available services
2. Place orders
3. Track orders
4. Manage their account
5. Use available wallet and payment features
6. Communicate with Clean Station

Users must not:

1. Use the platform for unlawful activities
2. Attempt unauthorised access to accounts or systems
3. Disrupt or damage the service
4. Misuse promotions, wallet features, or payment systems
5. Impersonate another person

The application, website, and their features may be updated from time to time and may experience temporary interruptions for maintenance, upgrades, or technical reasons.

4. Intellectual Property

All rights relating to the Clean Station brand, application, website, designs, text, and Company-owned materials and content are reserved to HOFU SYSTEM or the applicable rights holder.

Protected materials must not be copied, reused, or commercially exploited without permission or another lawful basis.

5. Placing an Order

Users may place orders for services currently available through the application.

The requested pickup and delivery address must be within an available service area when the order is placed.

Users are responsible for providing information reasonably required to fulfil the order accurately.

After an order is submitted, users may receive a notification or update confirming receipt of the order information.

Electronic receipt of an order does not prevent Clean Station from contacting the user where clarification or correction is required regarding:

1. Pickup or delivery address
2. Service details
3. Items
4. Pricing
5. Payment method
6. Information necessary to fulfil the order

If an order cannot be fulfilled or contains an obvious error in pricing or information, Clean Station may contact the user to correct the order before proceeding or cancel the order and process any amount due in accordance with the applicable payment method and legal requirements.

6. Prices and Charges

Service prices, delivery fees, and other applicable charges are displayed in the application or during the ordering process.

Prices are stated in Saudi Riyals.

The applicable amount is based on the service information available when the order is placed, subject to user-requested changes or differences identified after an item is received and inspected where the nature of the service requires inspection.

Where a material price difference requires user approval, the user will be informed before the service proceeds where applicable.

Nothing in these Terms limits any mandatory consumer right that cannot legally be excluded or restricted.

7. Clothing and Fabric Care Services

Clean Station provides clothing, fabric, furnishing, and other care services that are actually available through the application.

Treatment may depend on:

1. Type of item
2. Fabric
3. Care label instructions
4. Condition of the item
5. Type of stain
6. Service selected by the user

Users should disclose material information known to them that may affect treatment, including:

1. Existing damage
2. Weak or aged fabric
3. Stains or special substances
4. Previous repairs or dyeing
5. Special care requirements that are not clearly visible

Removal of every stain or restoration of every item to its original condition cannot be guaranteed, as results depend on the fabric, stain, condition of the item, and available care instructions.

8. Pickup and Delivery

Pickup and delivery are provided according to the options, schedules, and service areas available through the application.

Service completion times may vary depending on the type of service, items involved, and operational circumstances.

Relevant order information will be displayed or communicated through the application or authorised Clean Station communication channels, as applicable.

9. Clean Station Wallet

The Clean Station Wallet is a closed-loop internal credit system intended for paying for services within the application.

The wallet:

1. Is not a bank account
2. Cannot be used to transfer funds between users
3. Cannot be used to transfer funds outside the Clean Station platform

The maximum wallet balance is SAR 1,000 at any time.

Clean Station may reject a top-up that would cause the wallet balance to exceed this limit.

Wallet top-ups are not withdrawable as cash or transferable to a bank account unless applicable law requires otherwise.

Promotional, gift, or bonus credits have no cash value and cannot be redeemed for cash.

10. Payment Methods

Payments are made in Saudi Riyals.

Available payment methods may include, as displayed in the application:

1. Mada
2. Visa
3. Mastercard
4. Apple Pay
5. Electronic payment methods supported through MyFatoorah
6. Cash on delivery where available for the relevant order

Available payment methods may vary depending on the order type, device, or operating system.

Electronic payments are processed through approved payment service providers.

Clean Station does not store full bank card details within the application.

Users are responsible for ensuring that payment information is accurate, valid, and lawfully authorised for use.

11. Failed or Declined Payments

A payment may be declined, delayed, or suspended by a bank, payment network, or payment service provider for reasons outside Clean Station's control.

An order is not considered paid until successful payment is confirmed through the system or relevant payment provider.

12. Cancellation and Refunds

Where an electronically paid order is cancelled and the user is entitled to a refund, the refund will be processed to the original payment method where supported by the payment gateway and banking system.

Where an amount was paid from the Clean Station Wallet, any amount due will be returned to the wallet according to the order status and applicable system process.

Promotional, complimentary, or gift credits are not refundable in cash.

Where an order adjustment results in an amount due to the user, that amount will be handled according to the payment method and wallet rules applicable to the order.

Any mandatory statutory cancellation or refund rights remain unaffected where applicable.

13. Promotional Codes and Offers

Clean Station may offer promotional codes, discounts, or campaigns from time to time.

Each promotion may be subject to conditions including:

1. Campaign duration
2. Expiry date
3. Minimum order value
4. Eligible services
5. Eligible users
6. Number of permitted uses

Promotional codes cannot be exchanged for cash.

One promotional code may apply to an order, account, household, or campaign where specified by the relevant promotion.

Clean Station may reject or cancel use of a promotion where fraud, misuse, or breach of campaign conditions is established.

14. Customer Support and Complaints

Service-related issues or complaints concerning delivered items should be reported to customer support within 48 hours of receiving the order so that Clean Station can appropriately inspect and assess the matter.

Clean Station may request:

1. Photographs
2. Additional information
3. Order details
4. Return of the item for inspection where necessary

Complaints are assessed according to the circumstances of the case, service provided, condition of the item, and available information and evidence.

The 48-hour period applies for operational reporting and assessment purposes and does not exclude any mandatory consumer right that cannot legally be waived or restricted.

15. Loss, Damage and Compensation

Where, following assessment, Clean Station is established to have caused loss of or damage to an item belonging to a user during the service process, compensation will be assessed according to the circumstances.

Factors considered may include:

1. Type of item
2. Condition before collection
3. Age
4. Original purchase value where evidence is available
5. Reasonable market value
6. Use and depreciation
7. Nature of the damage

The maximum compensation for an individual affected item shall be six times the basic wash or ironing service price applicable to that item, without prejudice to any mandatory right or compensation that applicable law does not permit the parties to exclude.

Loss or damage claims should be submitted within 48 hours of receiving the order for operational investigation and assessment purposes.

Clean Station is not responsible for damage directly resulting from:

1. Normal wear and tear
2. Weak or aged fabric
3. Pre-existing damage
4. Manufacturing defects
5. Incorrect or incomplete information provided by the user
6. Incorrect or unavailable care instructions
7. Stains or damage that cannot reasonably be removed through normal treatment
8. Natural changes resulting from the item's age, construction, or condition

Final responsibility will be determined according to the circumstances of each case and applicable mandatory consumer rights.

16. Communications

Clean Station may contact users regarding accounts, orders, payments, or service fulfilment through:

1. Mobile phone
2. SMS
3. Email
4. Application notifications
5. Communication features available through the platform

Communications relating to accounts, orders, payments, or service fulfilment are operational communications and are not necessarily marketing communications.

Direct marketing is handled in accordance with the Privacy Policy and applicable consent requirements.

17. Privacy

Personal data is handled in accordance with the applicable Clean Station Privacy Policy.

The Privacy Policy forms an integral part of these Terms.

18. Changes to these Terms

Clean Station may update these Terms and Service Policy where necessary because of:

1. Service developments
2. Operational changes
3. New or modified platform features
4. Changes in applicable legal or regulatory requirements

Updated Terms will be published through the application or website.

Where applicable law requires new user consent to a material change, Clean Station will obtain that consent through an appropriate mechanism.

19. Governing Law

These Terms are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia.

Nothing in these Terms is intended to waive or exclude a consumer right that cannot legally be waived under applicable law.

20. Service Provider Information and Contact

Owner: HOFU SYSTEM

Platform: Clean Station

Commercial Registration No.: 1010782179

VAT No.: 311197761700003

Email: support@cleanstation.app

Website: cleanstation.app