Terms and Conditions
Welcome to Dr.clean!
Effective Date: 14 July 2026
Welcome to Dr. Clean. These Terms and Conditions govern your access to and use of the Dr. Clean mobile application, website, and related laundry pickup, cleaning, delivery, customer support, promotional, and digital services.
By creating an account, placing an order, accessing the platform, or otherwise using any Dr. Clean service, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions.
If you do not agree to these Terms and Conditions, you should not use the Dr. Clean platform or services.
1. Definitions
For the purposes of these Terms and Conditions:
“Dr. Clean,” “we,” “us,” or “our” refers to the operator of the Dr. Clean platform and services.
“Platform” means the Dr. Clean mobile application, website, and any other digital channel operated under the Dr. Clean name.
“Customer,” “you,” or “your” means any person who accesses or uses the Platform or places an order.
“Services” means laundry pickup, cleaning, processing, delivery, customer support, and any related services made available through the Platform.
“Service Provider” means any laundry facility, cleaning provider, driver, delivery provider, contractor, or other third party involved in fulfilling an order through Dr. Clean.
“Item” means any garment, textile, bedding, household fabric, or other article accepted for cleaning.
2. Eligibility and Account Registration
You must provide accurate, complete, and current information when creating or using an account.
You are responsible for maintaining the confidentiality and security of your account and for all activities performed through it. You must notify Dr. Clean promptly if you suspect unauthorized access to or use of your account.
You may not create an account using false information, impersonate another person, misuse the Platform, or use the Services for unlawful or fraudulent purposes.
Dr. Clean may suspend or terminate accounts where there is reasonable evidence of fraud, abuse, repeated misuse, non-payment, threats or abusive conduct toward staff or Service Providers, violation of these Terms, or activity that may harm Dr. Clean, its users, or its partners.
3. Service Area
Dr. Clean currently provides its Services within supported areas in Riyadh, Kingdom of Saudi Arabia.
Service availability may vary according to location, operational capacity, delivery coverage, working hours, demand, weather conditions, public events, or other operational factors.
Dr. Clean may expand, reduce, suspend, or modify its service areas at any time.
4. Orders
An order is considered submitted when the Customer confirms it through the Platform.
Submission of an order does not guarantee acceptance of every Item. Dr. Clean or the relevant Service Provider may refuse to process an Item that is unsafe, prohibited, contaminated, unsuitable for available cleaning methods, excessively damaged, or otherwise inappropriate for processing.
The Customer is responsible for reviewing the order details, selected Services, address, contact information, and any instructions before confirming the order.
Where the actual Items collected differ from the Items selected or described by the Customer, the order may be updated to reflect the Items actually received and processed. The final amount may therefore change accordingly.
Dr. Clean may contact the Customer where clarification or approval is reasonably required before processing an Item.
5. Pricing and Payment
Prices for Services are displayed through the Platform and may vary according to the type of Item, selected Service, promotional offer, or other applicable pricing conditions.
The Customer will be shown the applicable charges before final confirmation or as otherwise communicated through the Platform where an order requires adjustment after physical inspection or counting.
All prices are stated in Saudi Riyals unless otherwise indicated.
Dr. Clean reserves the right to update its prices, fees, and commercial offers at any time. Any change will not retroactively alter the agreed price of a completed order except where the original order information was inaccurate or the actual Items collected differed from the Items entered by the Customer.
The Customer is responsible for paying all amounts properly due for the order.
Payment may be processed through third-party payment service providers. Dr. Clean does not guarantee the uninterrupted availability of any third-party payment system.
6. Delivery Fees
Delivery is free when the qualifying order value exceeds SAR 15.
For orders that do not meet the free-delivery threshold, any applicable delivery fee will be displayed or communicated to the Customer before the order is finalized or charged.
Dr. Clean may introduce, modify, waive, or temporarily change delivery fees, minimum order values, or free-delivery thresholds as part of its pricing or promotional policies.
7. Pickup and Delivery
The Customer must provide a correct and accessible pickup and delivery address and a valid contact number.
The Customer is responsible for being available, or ensuring that an authorized person is available, at the agreed location when required.
Pickup and delivery times are estimates unless expressly confirmed otherwise. Delays may occur due to traffic, weather, operational conditions, order volume, vehicle issues, Service Provider delays, force majeure events, or circumstances outside Dr. Clean’s reasonable control.
Dr. Clean will make reasonable efforts to complete pickup and delivery within the communicated timeframe but does not guarantee an exact time unless explicitly stated.
If the Customer is unavailable, cannot be contacted, provides an incorrect address, or otherwise prevents successful pickup or delivery, Dr. Clean may reschedule the service and may apply a reasonable additional delivery or handling charge where appropriate.
8. Inspection and Counting of Items
The Customer is responsible for reviewing the Items handed over for cleaning.
Items may be counted, categorized, inspected, photographed, tagged, or otherwise documented for operational, quality-control, dispute-resolution, and order-management purposes.
The quantity and classification recorded during the operational processing of the order may be used to resolve discrepancies, together with any available photographs, system records, pickup records, delivery records, and other relevant evidence.
The Customer should report any discrepancy in the number of Items as soon as reasonably possible after delivery.
9. Customer Responsibilities Before Pickup
Before handing over any Item, the Customer must:
- Empty all pockets and remove cash, jewelry, documents, keys, electronic devices, cards, medicines, valuables, and personal belongings.
- Inform Dr. Clean of any known stains, damage, weak fabric, loose buttons, defective zippers, color bleeding, previous repairs, special materials, or unusual cleaning requirements.
- Ensure that Items are suitable for professional cleaning.
- Avoid submitting prohibited, hazardous, contaminated, illegal, or unsafe materials.
Dr. Clean is not responsible for property left inside pockets, bags, garments, bedding, or other Items unless loss or damage is directly caused by proven negligence and liability is established under applicable law.
10. Care Labels and Cleaning Methods
Items will generally be processed according to their care labels, material characteristics, professional judgment, and available cleaning methods.
Where an Item has no care label, has an incorrect or unreadable care label, contains mixed or unusual materials, has been previously damaged, or presents an inherent cleaning risk, processing may be performed using reasonable professional judgment.
The Customer acknowledges that some Items naturally carry a risk of shrinkage, color loss, color transfer, fading, texture change, deformation, weakening, or other alteration during cleaning, particularly where caused by the Item’s material, age, manufacturing quality, prior treatment, hidden defects, or inaccurate care instructions.
Dr. Clean and its Service Providers will use reasonable care but cannot guarantee that every Item will remain completely unchanged after cleaning.
11. Stain Removal
Dr. Clean will make reasonable efforts to remove stains; however, complete stain removal is not guaranteed.
Some stains may be permanent or may require treatment that could damage the fabric, color, print, decoration, or structure of the Item.
Dr. Clean may decide not to continue aggressive stain treatment where doing so could reasonably increase the risk of damage.
Failure to completely remove a stain does not, by itself, constitute negligence or entitle the Customer to compensation or a refund.
12. Pre-Existing Damage and Normal Wear
Dr. Clean is not responsible for damage resulting from:
- Normal wear and tear.
- Weak, aged, deteriorated, or defective fabric.
- Manufacturing defects.
- Hidden defects.
- Previous improper cleaning or treatment.
- Inaccurate or missing care labels.
- Color instability or color bleeding.
- Weak stitching, loose buttons, defective zippers, decorations, beads, sequins, prints, adhesives, or accessories.
- Shrinkage or changes inherent to the material.
- Damage that existed before the Item was collected.
Where reasonably possible, pre-existing damage may be documented before or during processing.
13. High-Value and Special Items
Customers should not submit unusually valuable, rare, sentimental, antique, luxury, collectible, irreplaceable, or specially customized Items without first informing Dr. Clean.
The Customer is responsible for disclosing any unusual value or special characteristic before processing.
Dr. Clean may refuse to accept certain high-risk or high-value Items.
Sentimental value, emotional value, rarity, or indirect value is not used to calculate compensation.
14. Lost or Damaged Items
If an Item is lost or damaged while under the responsibility of Dr. Clean or a Service Provider, the Customer must contact Dr. Clean promptly and provide reasonable information and evidence relating to the Item and the claim.
Each claim will be reviewed based on the circumstances, available records, photographs, condition of the Item, age, original value where verifiable, depreciation, cleaning risks, and applicable law.
Where Dr. Clean determines that compensation is due, compensation may be provided up to a maximum of five times the cleaning price charged for the affected Item, subject always to applicable mandatory law and the specific circumstances of the claim.
The compensation limit applies per affected Item and does not include sentimental value, emotional distress, loss of opportunity, loss of use, indirect loss, or consequential loss, except where liability cannot lawfully be excluded or limited.
Dr. Clean may, where appropriate, offer re-cleaning, repair, service credit, refund of the cleaning charge, or monetary compensation as a resolution.
No provision in these Terms excludes or limits any right or liability that cannot legally be excluded or limited under the laws of the Kingdom of Saudi Arabia.
15. Claims and Complaints
Any complaint relating to cleaning quality, missing Items, incorrect Items, or visible damage should be reported as soon as reasonably possible after delivery.
The Customer should preserve the affected Item and provide photographs, order details, purchase evidence where available, and any other information reasonably required to investigate the claim.
The Customer should not repair, alter, clean, discard, or otherwise materially change an Item that is the subject of an unresolved claim before giving Dr. Clean a reasonable opportunity to inspect or assess it.
Claims are assessed individually and in good faith based on available evidence and applicable law.
16. Re-Cleaning
If the Customer reasonably believes that an Item was not cleaned to an acceptable standard, Dr. Clean may, after reviewing the matter, offer to re-clean the affected Item without an additional cleaning charge.
Re-cleaning is subject to the Item being suitable for further processing and does not guarantee removal of permanent stains.
17. Cancellations
A Customer may request cancellation before the order has materially entered the fulfillment process.
Once pickup, transportation, sorting, inspection, cleaning, processing, or other fulfillment activity has begun, cancellation may no longer be available or may be subject to charges for Services already performed or costs reasonably incurred.
Dr. Clean may cancel an order where:
- The Service cannot reasonably or safely be performed.
- The Customer cannot be contacted.
- The address is outside the supported service area.
- The order contains prohibited or unsafe Items.
- Payment cannot be completed.
- The Customer has materially violated these Terms.
- Operational or force majeure circumstances prevent fulfillment.
Where Dr. Clean cancels an order for reasons not attributable to the Customer, any amount paid for Services not provided will be handled in accordance with the applicable circumstances and law.
18. Refunds
Refund eligibility depends on the circumstances of the order and the reason for the request.
Approved refunds will generally be returned through the original payment method where technically possible. Processing times may depend on banks, card networks, and payment service providers and may be outside Dr. Clean’s direct control.
Promotional credits, coupons, or non-cash rewards may be subject to separate rules and may not be redeemable for cash.
19. Promotions, Coupons, and Discount Codes
Dr. Clean may offer coupons, promotional codes, referral benefits, free Services, discounts, or other promotional offers.
Unless otherwise stated:
- Promotions are valid only during the specified period.
- Promotions may be limited to selected Customers, locations, Services, or order values.
- Only one promotional code may be used per order.
- Promotional benefits cannot be exchanged for cash.
- Dr. Clean may reject or cancel promotions obtained or used through fraud, manipulation, multiple-account abuse, technical exploitation, or violation of the promotional terms.
- Dr. Clean may modify or discontinue future promotions at any time.
Any specific terms displayed with a promotion will apply in addition to these Terms.
20. Loyalty Programs and Rewards
Dr. Clean may provide loyalty points, achievements, rewards, membership benefits, or similar programs.
Loyalty benefits have no cash value unless expressly stated otherwise.
Dr. Clean may establish reasonable rules relating to earning, redeeming, expiring, transferring, suspending, or cancelling loyalty benefits.
Fraudulent, abusive, or manipulated use of a loyalty program may result in cancellation of rewards or suspension of the relevant account.
21. Service Providers and Operational Partners
Dr. Clean may use selected third-party Service Providers, including laundry facilities, cleaning specialists, drivers, technology providers, payment processors, and other operational partners, to provide all or part of the Services.
The involvement of a Service Provider does not remove any rights the Customer may have under applicable law.
Dr. Clean may share information reasonably necessary to fulfill an order, process payment, provide support, prevent fraud, maintain service quality, and comply with legal obligations, subject to applicable data protection requirements.
22. Prohibited Items
Dr. Clean may refuse Items that are illegal, hazardous, contaminated, infectious, toxic, chemically dangerous, excessively soiled with hazardous substances, or otherwise unsafe to transport or process.
The Customer must not use the Services to transport or conceal prohibited substances, weapons, illegal goods, cash, valuables, or any Item unrelated to the legitimate use of the laundry and cleaning Services.
The Customer may be responsible for losses or costs caused by knowingly submitting hazardous or prohibited materials, subject to applicable law.
23. Platform Availability
Dr. Clean aims to maintain reliable access to the Platform but does not guarantee uninterrupted or error-free operation.
The Platform may occasionally be unavailable due to maintenance, updates, technical failures, internet outages, third-party services, cybersecurity incidents, or circumstances outside Dr. Clean’s reasonable control.
Dr. Clean may modify, update, suspend, or discontinue any feature of the Platform where reasonably necessary.
24. Acceptable Use
You must not:
- Use the Platform for unlawful, fraudulent, or abusive purposes.
- Attempt to gain unauthorized access to systems, accounts, or data.
- Interfere with the security or operation of the Platform.
- Copy, scrape, reverse engineer, exploit, or misuse the Platform except as permitted by law.
- Submit false claims or fraudulent refund requests.
- Harass, threaten, abuse, or endanger employees, drivers, partners, or other users.
- Use automated systems to manipulate promotions, rewards, accounts, or Platform functionality.
Dr. Clean may take reasonable action against misuse, including restricting or suspending access.
25. Intellectual Property
The Dr. Clean name, trademarks, logos, application design, website design, graphics, software, text, content, branding, and other intellectual property associated with the Platform are protected by applicable intellectual property laws.
No content or intellectual property belonging to Dr. Clean may be copied, reproduced, distributed, modified, commercially exploited, or used without prior authorization except as permitted by applicable law.
Use of the Platform does not transfer ownership of any intellectual property to the Customer.
26. Personal Data and Privacy
Dr. Clean may collect and process personal data necessary to provide and improve the Services, including account information, contact details, delivery information, order history, transaction information, device and technical information, customer support communications, and other information reasonably required for lawful operational purposes.
Personal data will be handled in accordance with applicable laws and regulations in the Kingdom of Saudi Arabia, including the Saudi Personal Data Protection Law and its implementing regulations.
Dr. Clean may process personal data for purposes including:
- Creating and managing Customer accounts.
- Processing and fulfilling orders.
- Arranging pickup and delivery.
- Processing payments.
- Providing customer support.
- Preventing fraud and misuse.
- Improving service quality and Platform performance.
- Sending operational communications.
- Sending marketing communications where permitted.
- Complying with legal and regulatory obligations.
Personal data may be shared with Service Providers where reasonably necessary to provide the Services or comply with legal obligations, subject to applicable data protection requirements.
Further details regarding the collection, use, retention, disclosure, and protection of personal data may be provided in Dr. Clean’s Privacy Policy.
27. Electronic Communications and Notifications
By using the Platform, you agree that Dr. Clean may send communications relating to your account and Services through available channels, including in-app notifications, push notifications, SMS, telephone calls, email, or other electronic means.
Operational communications may include order confirmations, pickup and delivery updates, payment information, security notices, service announcements, and customer support communications.
Marketing communications will be handled in accordance with applicable law and available consent or preference mechanisms.
You are responsible for maintaining accurate contact information.
28. Limitation of Liability
Dr. Clean will exercise reasonable care in providing the Services.
To the maximum extent permitted by applicable law, Dr. Clean will not be liable for indirect, incidental, special, or consequential losses arising from the use of the Services, including loss of opportunity, loss of profit, or purely sentimental loss.
Dr. Clean is not responsible for delays or failures caused by circumstances outside its reasonable control.
Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by applicable law.
29. Indemnification
To the extent permitted by applicable law, the Customer may be responsible for losses, damages, claims, or reasonable costs arising directly from the Customer’s unlawful use of the Platform, deliberate misconduct, fraud, submission of hazardous or prohibited Items, or material violation of these Terms.
30. Force Majeure
Dr. Clean will not be responsible for delays or failures caused by events beyond its reasonable control, including severe weather, floods, fires, epidemics, governmental actions, road closures, public emergencies, telecommunications failures, power outages, labor disruptions, transportation interruptions, or other force majeure events.
Dr. Clean will make reasonable efforts to resume affected Services when reasonably possible.
31. Suspension and Termination
Dr. Clean may suspend, restrict, or terminate access to the Platform where reasonably necessary due to:
- Violation of these Terms.
- Fraud or suspected fraud.
- Non-payment.
- Abuse of promotions or loyalty programs.
- Security risks.
- Unlawful conduct.
- Threatening or abusive behavior.
- Material harm or risk to Dr. Clean, its Customers, employees, Service Providers, or partners.
Where appropriate and reasonably possible, Dr. Clean may provide notice or an opportunity to resolve the issue.
32. Changes to the Services
Dr. Clean may modify its Services, operating procedures, supported areas, pricing structure, delivery model, Platform features, and Service Providers from time to time.
Material changes affecting an existing confirmed order will be handled fairly and in accordance with applicable law.
33. Changes to These Terms
Dr. Clean may update these Terms and Conditions from time to time to reflect changes in the Services, business operations, legal requirements, or regulatory obligations.
The updated Terms will be published through the Platform or website with an updated effective date.
Where required by applicable law, Customers will be notified of material changes.
Continued use of the Services after updated Terms become effective constitutes acceptance of the updated Terms to the extent permitted by law.
34. Severability
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
Any invalid or unenforceable provision will be interpreted or limited only to the extent necessary to make it valid and enforceable where legally possible.
35. No Waiver
Failure by Dr. Clean to enforce any provision of these Terms on one occasion does not constitute a waiver of the right to enforce that provision or any other provision in the future.
36. Entire Agreement
These Terms and Conditions, together with the Privacy Policy and any specific terms expressly presented for a particular Service, promotion, or feature, constitute the agreement governing the Customer’s use of the Dr. Clean Platform and Services.
37. Governing Law and Jurisdiction
These Terms and Conditions are governed by the applicable laws and regulations of the Kingdom of Saudi Arabia.
Any dispute arising from or relating to these Terms, the Platform, or the Services will be subject to the competent authorities and courts of the Kingdom of Saudi Arabia, unless applicable law requires otherwise.
38. Language
These Terms and Conditions are provided in English for accessibility and convenience.
Where an Arabic version is issued, and where required for legal interpretation under applicable Saudi law, the Arabic version may serve as the controlling version to the extent required by applicable law.
39. Contact Us
For questions, complaints, claims, or support relating to these Terms and Conditions or the Dr. Clean Services, please contact us through:
Email: info@drclean.app
Customer Service: 0558708832
Service Area: Riyadh, Kingdom of Saudi Arabia
By using the Dr. Clean Platform or placing an order, you confirm that you have read, understood, and agreed to these Terms and Conditions.