1. Agreement and who we are
Loomfast is a technology platform operated by LOOMFAST PRIVATE LIMITED (“Loomfast”, “we”, “us” or “our”), with its office at Door No. E 1 - P 27, 29/1899, 2nd Floor, Venture Arcade, Mavoor Road, Thondayad, Kozhikode, Kerala 673016, India. “Services” means the Loomfast customer app, laundry/business app, Hub admin webapp, Marketplace, websites, APIs, support and related features. “Business” includes the laundry operator and its authorised personnel; “consumer” means a person entitled to consumer protection under applicable law, including a qualifying self-employed user.
By creating an account, clicking to accept, or using the Services after these Terms are brought to your attention, you agree to these Terms to the extent permitted by law. Our Privacy Policy explains personal data handling; acceptance of these Terms is not a substitute for any separate consent required by law. If you use the Services for a business or other organisation, you confirm that you have authority to bind it; “you” then includes that organisation.
You must be at least 18 years old and legally capable of entering a contract under applicable law. A parent or lawful guardian must act for a minor. If you do not agree, do not use the Services.
2. The platform and our roles
Loomfast Hub is software. It helps laundry and dry-cleaning businesses (“Businesses”) manage operations such as branches, staff, customers, orders, pickups, deliveries, billing, accounting and HR. Each Business remains responsible for its business, personnel, services, records, taxes and legal compliance.
The Marketplace is an intermediary platform. It helps users discover and book independent Businesses. Unless a listing expressly says otherwise, Loomfast does not clean, inspect, collect, store or deliver garments, employ a Business’s personnel, or control the price, quality, safety or performance of laundry services. A booking creates a contract for laundry services directly between the user and the selected Business. Loomfast is not a party to that service contract and is not an agent, partner, franchisee, employer or insurer of either party.
These role descriptions do not exclude Loomfast’s own obligations as a platform, payment facilitator or service provider under applicable law. Our actual role in a transaction prevails over a label. Any service directly supplied by Loomfast will be identified as such before purchase.
We may add, modify, limit or discontinue features, integrations or eligibility criteria. Material changes affecting paid Services will be handled in accordance with the applicable order, plan or law.
3. Accounts and authority
- Provide complete, accurate and current information and promptly update it.
- Keep passwords, one-time codes and access links confidential; use appropriate access permissions; and notify us promptly of suspected compromise.
- You are responsible for activity through your account and for authorised users, except to the extent caused by our breach of law or security obligations.
- Do not share individual credentials, impersonate another person, create deceptive accounts or bypass account limits.
- We may verify identity, authority, business details, GST information or payment information and may refuse or revoke access where verification fails or risk is unacceptable.
4. Business customer obligations
A Business is solely responsible for its services and for complying with applicable consumer, labour, tax, invoicing, trade, municipal, environmental and sector-specific laws. Without limiting that responsibility, each Business must:
- maintain required registrations, licences, insurance and trained personnel;
- publish accurate prices, taxes, availability, turnaround times, cancellation/refund terms and fabric-care limitations;
- give us current legal/trading identity, business address, customer-care and grievance contacts and applicable government registration details for required disclosures, and notify us of changes;
- honour accepted bookings and provide lawful invoices, customer support and grievance redressal;
- handle garments with reasonable care, investigate loss or damage, and remain responsible for its employees, agents, delivery personnel and subcontractors;
- collect and use customer, employee and other personal data lawfully, give required notices, obtain required consents, respond to rights requests and configure access appropriately;
- ensure it has all rights and permissions needed for data, images, trademarks, messages and other material it enters into Loomfast; and
- keep its own legally required books, backups and source documents. Loomfast is a workflow tool and not a chartered accountant, tax adviser, legal adviser or system of statutory record.
Businesses must not reuse a customer’s booking contact details for unrelated advertising without the required permission, sell personal data obtained through the Services, upload fabricated reviews or publish misleading claims. Businesses must cooperate with legitimate complaints, platform investigations, refund processing and statutory disclosure requests, and remain responsible for their subcontractors.
Business administrators control their workspace and may access, correct, export or delete data and manage employee access. Their instructions may affect other authorised users.
5. Marketplace bookings and laundry services
Listings, distance, availability and estimates may change and are supplied partly by Businesses or third-party services. Users must review the Business’s listing and disclose stains, damage, valuables, special-care labels, allergies or other relevant requirements. Users must not submit hazardous, illegal, contaminated or prohibited items.
Booking, inspection and price changes
A request or displayed estimate is subject to the Business’s confirmation and any disclosed inspection or weighing. The selected Business must confirm the items, service, price, taxes, collection/delivery charges, turnaround and relevant care restrictions. A material additional charge or service substitution requires your agreement before that additional work is performed. You may decline a revised quotation; any inspection or return charge must have been disclosed and lawfully agreed in advance.
Garment care, handover and claims
Remove money and valuables from pockets, provide accurate item counts and disclose known defects, colour bleeding, special finishes and relevant care instructions. At handover, the parties should record discrepancies and pre-existing damage; photographs and receipts can help establish the facts. Businesses remain responsible for reasonable care and their own staff and delivery arrangements.
Cleaning results depend on fabric, age, dyes, prior treatment and the service selected; complete stain removal is not guaranteed. These ordinary risks do not excuse negligent handling, an unauthorised treatment or a misleading promise. Report missing items, damage or poor service promptly to the laundry and, if assistance is needed, to Loomfast support, with the booking reference and available evidence. Prompt reporting helps investigation and does not shorten statutory claim periods. Any Business compensation policy is subject to mandatory law and must be disclosed before booking.
The Business is responsible for investigating service complaints and offering remedies required by law. Loomfast will address complaints about its own service and facilitate contact with the Business; contacting the Business first is not a condition for using our grievance process or a statutory remedy. A Business may not dispose of uncollected garments merely because a fixed period has elapsed without lawful notice, authority and procedure.
Cancellations, failed pickups and refunds
Use the cancellation option where available. For a paid/invoiced booking or where self-service cancellation is unavailable, contact the laundry or support. Any cancellation, missed-pickup or return charge must be disclosed before confirmation, reasonable and lawful. Consumer cancellation charges will not be imposed unless the corresponding requirement for unilateral cancellation by the e-commerce entity is met under applicable rules.
Where a Business cannot fulfil an accepted service, or a service is deficient or materially different from what was agreed, applicable cancellation, refund, re-performance and compensation rights remain available. Refunds approved for payments processed through the platform will be initiated through the relevant payment provider within a reasonable period and any legally prescribed deadline. Bank posting times may vary; we will not require acceptance of a wallet credit instead of a monetary refund where the law entitles you to that refund. Contact support about duplicate debits or an approved refund that has not arrived.
Listings, reviews and discovery
Reviews must reflect an actual experience, be lawful and avoid other people’s private data. We may moderate fraudulent, abusive or unlawful material without suppressing a review merely because it is critical. Discovery depends on your search, available listings and selected sorting options such as distance, rating, price or offers. “Suggested” currently means a stable default listing order rather than an assessment of service quality; it does not use a personalised recommendation profile. Any sponsored placement must be clearly identified.
Promotions may carry additional conditions, may be withdrawn where permitted, and cannot be exchanged for cash. Fraud, duplicate accounts or manipulation may result in cancellation or recovery of the benefit.
6. Plans, fees, taxes, payments and refunds
Some Services are free and others may involve subscriptions, add-ons, commissions, convenience fees or marketplace charges shown before purchase or in an order form. Prices exclude taxes unless stated otherwise. You authorise us and our payment provider to charge the selected method and to share transaction information needed to process, reconcile, prevent fraud or refund a payment.
A recurring renewal applies only if it is expressly offered and authorised for the selected plan; buying a fixed-term plan does not itself authorise automatic debits. Authorised recurring plans renew for the displayed period until cancelled through the offered method or support, subject to applicable payment-mandate rules. A cancellation stops future renewal but does not ordinarily refund the current period, except where the plan, order form or applicable law requires it. We may change future pricing on reasonable advance notice. Failed or overdue business payments may lead to restricted access or suspension after appropriate notice, and any collection costs or interest must be expressly agreed and lawful.
Payment options depend on the booking and may include payment to the laundry or an enabled online gateway. Loomfast is not a bank, insurer or provider of credit merely because it facilitates a transaction. The invoice or checkout identifies the supplier and charges. Businesses are responsible for their own GST registration, tax rates, invoice particulars and filings; a platform calculation does not establish tax eligibility. Any platform tax collection or withholding required by law remains our responsibility.
Marketplace refunds for the underlying laundry service are subject to the Business’s disclosed policy and applicable law. Payment gateway terms may affect settlement timing and reversals, but do not override an applicable refund obligation. A fee may be withheld from a refund only where disclosed and lawful. Nothing here limits a consumer’s non-waivable right to a refund or remedy under applicable law.
7. Acceptable use
You must use the Services lawfully and must not:
- upload content that is unlawful, fraudulent, infringing, defamatory, obscene, discriminatory, malicious or invasive of privacy;
- access another tenant’s data, probe or disrupt security, introduce malware, overload infrastructure, scrape at scale, or bypass technical or usage restrictions;
- reverse engineer, decompile, resell, sublicense, mirror or create a competing service from the Services except where law expressly permits;
- use the Services for spam, deceptive reviews, money laundering, tax evasion, unauthorised surveillance or unlawful profiling;
- submit payment data outside approved payment interfaces or upload highly sensitive data not reasonably required for a supported feature; or
- help anyone do any of the above.
Report unlawful content or an intellectual property complaint to support with the relevant listing/link, reasons, supporting evidence and your contact details. We may seek clarification, notify the affected party where appropriate and act under applicable law. No statement in these Terms guarantees statutory intermediary immunity.
We may investigate suspected misuse, preserve evidence, remove or restrict content, limit functionality, and cooperate with lawful authorities. You must reasonably cooperate with fraud, security and compliance reviews.
8. Data, confidentiality and privacy
As between Loomfast and a Business, the Business retains rights in data submitted to its workspace (“Business Data”). The Business grants Loomfast and its subprocessors a non-exclusive, worldwide licence to host, copy, transmit, transform, display and otherwise process Business Data only as reasonably necessary to provide, secure and support the contracted Services, follow lawful instructions and comply with law. This licence does not permit sale of Business Data or unrelated marketing using identifiable personal data.
For personal data a Business submits about its customers, employees or suppliers, the Business generally determines why the data is processed and Loomfast processes it on the Business’s instructions to provide the Services. Loomfast may independently determine purposes for account administration, billing, platform security, legal compliance, product analytics and Marketplace operations, as explained in our Privacy Policy.
Processing instructions for Business Data
The Business instructs Loomfast to process its workspace data for the term of its use and any necessary return, deletion or lawful retention period. Processing includes collection, storage, organisation, retrieval, authorised sharing, support, export and deletion of the customer, employee, supplier, order and financial records described in the Privacy Policy. The Business must have authority for these instructions and remains responsible for the accuracy, necessity and lawfulness of what it uploads.
Loomfast will limit personnel access to authorised purposes, require confidentiality and reasonable safeguards from service providers, and use subprocessors to deliver the Services under appropriate obligations. We will reasonably assist the Business with verified rights requests, security incidents, return/deletion and compliance information relevant to our processing, notify it of a personal data incident affecting its workspace without undue delay after awareness, and flag instructions we reasonably believe unlawful. Mandatory reporting deadlines prevail. Businesses must promptly notify support of suspected compromise or unlawful disclosure.
A separate signed data-processing agreement may specify additional requirements, provider details, audit arrangements and international-transfer safeguards. The Business must not assume that these Terms alone discharge its own statutory duties.
Each party must protect the other’s non-public confidential information using reasonable care and may use it only for the relationship. This duty does not cover information that is public without breach, already lawfully known, independently developed, or lawfully received from another source. A party may disclose information where legally required after giving notice when lawful and practicable.
We may generate and use aggregated or de-identified information that does not identify an individual or Business to operate, benchmark, improve and develop the Services.
9. Intellectual property and feedback
Loomfast and its licensors retain all rights in the Services, software, designs, documentation, trademarks and improvements. Subject to these Terms and payment of applicable fees, we grant you a limited, revocable, non-exclusive, non-transferable right to use the Services for your internal business operations or personal marketplace use during the applicable term.
You retain ownership of your lawful content. You grant us a non-exclusive licence to display public listing content, logos and reviews to operate and promote the Marketplace and your listing. You may withdraw public content, subject to reasonable technical and legal retention. If you provide suggestions or feedback, we may use them without restriction or payment, without identifying confidential information as yours.
10. Third parties, availability and changes
The Services may depend on internet, hosting, email, maps, storage, payment gateways, app stores and other third-party services. Their terms and outages may apply. We do not control them and are not responsible for their acts except to the extent the law makes us responsible.
We aim to provide reliable Services but do not promise uninterrupted, error-free or permanently available access. We may perform maintenance, deploy security fixes, impose reasonable limits, or change features. Beta, preview or free features may be changed or withdrawn at any time and are provided without a service-level commitment.
11. Suspension, termination and data export
You may stop using the Services at any time and may cancel as provided in your account or plan. We may suspend or terminate access, remove content or restrict a disputed marketplace settlement only to the extent permitted by law and the applicable payment arrangements where reasonably necessary for security, fraud prevention, non-payment, legal compliance, risk to others, material breach, or objectively evidenced abuse that creates a material risk to the Services or other users. A lawful complaint or honest negative review is not grounds for termination. Where appropriate, we will give notice and an opportunity to cure.
On termination, your licence ends and amounts already due remain payable. Business customers should export required data before closure or request assistance from support. Where lawful and reasonably practicable, we will give notice and a reasonable opportunity to retrieve Business Data before routine deletion; urgent security or legal restrictions may limit access. Account and personal data deletion requests are explained in the Privacy Policy. Uninstalling an app or signing out does not close the account. Subject to technical capability, law and our retention practices, we may delete or de-identify data after the account or contract ends. We need not retain data indefinitely or restore deleted data. Provisions intended by nature to survive—including payment, confidentiality, IP, indemnity, liability and disputes—will survive.
12. Disclaimers
To the maximum extent permitted by law, the Services are provided “as is” and “as available”. We disclaim implied warranties of merchantability, fitness for a particular purpose, title, non-infringement and that the Services will meet every requirement. Reports, tax calculations, route information, recommendations and estimates are tools for review and may contain errors; you must verify decisions and statutory filings independently.
We do not warrant or endorse any Business, user, listing, review or laundry result. We are not liable for garments, items left in garments, bodily injury, property damage, delay or other loss caused by an independent Business or user, except where such liability cannot lawfully be excluded.
13. Indemnity
If you use the Services as a Business, you will defend, indemnify and hold harmless Loomfast, its affiliates, partners and personnel from third-party claims, losses, penalties, damages and reasonable legal costs arising from: your laundry or delivery services; your Business Data or instructions; your personnel; your tax, employment, consumer or privacy obligations; your breach of these Terms; or your infringement or unlawful conduct. This does not apply to the extent a claim was caused by Loomfast’s fraud, wilful misconduct, negligence or breach of these Terms or applicable law. We will give prompt notice, reasonable cooperation and a fair opportunity to participate in the defence. We may control our defence, but neither party may settle a claim imposing an admission, non-monetary obligation or unreimbursed liability on the other without written consent. Recoveries and penalties are limited to those lawfully recoverable.
14. Limitation of liability
To the maximum extent permitted by law, Loomfast will not be liable for indirect, incidental, special, exemplary, punitive or consequential loss, or for loss of profit, revenue, goodwill, anticipated savings, opportunity or data, even if advised that such loss was possible.
For a Business claim, Loomfast’s total aggregate liability arising from the Services during any 12-month period will not exceed the fees actually paid by that Business to Loomfast for the affected Services in the three months before the event giving rise to the claim. This business cap applies only where lawful and does not apply to a user insofar as that user is entitled to mandatory consumer protection. Consumer claims are governed by applicable law; these Terms impose no separate booking-value cap on a mandatory consumer remedy.
These limits do not exclude liability that cannot lawfully be excluded or limited, including liability for fraud or wilful misconduct, and do not reduce non-waivable consumer rights. Each limitation applies to the fullest lawful extent and independently of any remedy failing its essential purpose.
15. Complaints, governing law and disputes
Please first send a written description of any dispute to support@loomfast.com. We will acknowledge consumer complaints within 48 hours and address them within one month, subject to any shorter mandatory period. Informal discussion does not suspend statutory deadlines or require you to delay a complaint to an authority.
These Terms are governed by the laws of India. Subject to mandatory statutory forums, including applicable consumer and MSME remedies, a commercial dispute involving a Business that is not resolved informally will be finally resolved by a sole arbitrator mutually appointed under the Arbitration and Conciliation Act, 1996. If appointment cannot be agreed, either party may seek appointment under that Act; Loomfast has no unilateral appointment right. The seat and venue of arbitration will be Kozhikode, Kerala; proceedings will be in English; and the award will be final and binding. Courts at Kozhikode, Kerala will have exclusive jurisdiction for interim relief and matters not capable of arbitration.
A consumer may instead use any forum and remedy available under the Consumer Protection Act, 2019 or other mandatory law. Nothing in this section prevents either party from seeking urgent injunctive relief to protect accounts, confidential information, data or intellectual property.
16. General terms
We may update these Terms for legal, security, operational or product reasons. We will post the updated date and, for material changes, provide reasonable notice through the Services or account contact. Changes apply prospectively. Continued use after they take effect constitutes acceptance where permitted by law.
You may not assign these Terms without our written consent. We may assign them as part of a reorganisation, financing, merger, sale of business or transfer of the Services. We are not liable for delay caused by events beyond reasonable control. Notices may be sent electronically. Failure to enforce a provision is not a waiver. If a provision is unenforceable, it will be limited to the minimum extent necessary and the remainder continues. These Terms, the Privacy Policy and any signed order or supplemental terms are the entire agreement; signed terms prevail to the extent of a direct conflict.
17. Contact and grievance redressal
LOOMFAST PRIVATE LIMITED
Door No. E 1 - P 27, 29/1899, 2nd Floor, Venture Arcade, Mavoor Road, Thondayad, Kozhikode, Kerala 673016, India
Email: support@loomfast.com
Grievance Officer: Vivin N, Co-founder.
Email: support@loomfast.com
Phone: +91 790 273 6938
Postal address: the company address above. Include your booking/account reference and a description of the issue. We may request proportionate information to investigate; never send passwords or OTPs.
You may also contact the National Consumer Helpline or an appropriate Consumer Commission or other competent authority. We do not claim that a private dispute clause removes these rights. For general assistance, visit Contact us.
For privacy matters, use support@loomfast.com and see our Privacy Policy grievance process.