Terms & Conditions

Sister K Laundry & Cleaning Service is a sole proprietor business operated by its founder and owner, trading under the name Sister K. The business is based at 51 Maserumule Street, Atteridgeville, Pretoria, and operates within Atteridgeville only.

Contact details:

By contacting Sister K to place an order — whether by WhatsApp, phone call, in-person drop-off, or through our website contact form — you confirm that you have read and agree to these Terms and Conditions.

You do not need to sign anything. Placing an order constitutes your acceptance of these terms. If you do not agree, please do not place an order.

These terms apply to all customers, including first-time customers, regular customers, and anyone placing an order on behalf of another person or household.

Sister K currently offers the following services to residents of Atteridgeville:

Prices are subject to change. Any updated pricing will be communicated to you before your order is confirmed. All prices stated above are current as of the effective date of these terms.

4.1 Price Confirmation
The price of your order is confirmed with you via WhatsApp or phone before we begin any work. We do not start an order until the price has been agreed. You will not be charged more than the price confirmed at the time of order.

4.2 Payment Timing
Payment is due on delivery — when we return your clean order to you. We do not require full upfront payment for standard orders. For house cleaning services or unusually large orders, a partial upfront payment may be requested and will be agreed with you in advance.

4.3 Accepted Payment Methods
We currently accept:

• Cash on delivery
• EFT (Electronic Funds Transfer) — payment must be received before or at the time of delivery

We do not accept cheques or credit card payments at this time.

4.4 Pricing for Non-Standard Items
Items that are unusually large, heavily soiled, or require extra treatment may be subject to a higher price than the standard rate. We will always inform you of any price adjustment before proceeding. You retain the right to cancel without charge if you do not agree to the adjusted price.

4.5 First-Order Discount
New customers who mention the 20% first-order discount when placing their first order will receive 20% off the total service cost (excluding the pickup and delivery fee). This discount applies to the first order only and cannot be combined with other offers.

5.1 Service Area
Pickup and delivery is available within Atteridgeville only. We do not collect from or deliver to addresses outside of Atteridgeville. If you are unsure whether your address falls within our service area, please ask us before placing your order.

5.2 Delivery Fee
The pickup and delivery fee is R60 flat. This single fee covers both collection from your address and return delivery — it is not charged twice. The fee applies per order, regardless of the size of the order or the distance within Atteridgeville.

5.3 Drop-Off Option
Customers who prefer to drop off and collect their own laundry at 51 Maserumule Street are welcome to do so at no delivery charge. Please WhatsApp us in advance so we know to expect you.

5.4 Collection Arrangements
Collection and delivery times are agreed between you and Sister K via WhatsApp or phone. We will send a WhatsApp message before leaving to collect or deliver. While we make every effort to arrive at the agreed time, minor delays may occasionally occur — we will always communicate any delay to you promptly.

5.5 Responsibility at Handover
Risk of loss or damage passes to Sister K at the point of collection and returns to you at the point of delivery. We take full responsibility for your items while they are in our care.

We aim to complete all orders within the following standard timeframes:

• Wash & Ironing: 24 hours for standard loads; up to 48 hours for large or heavily soiled loads
• Blanket Cleaning: 24 to 48 hours, depending on blanket size and weather conditions for drying
• Shoe Cleaning: Same day or next day
• House Cleaning: On the agreed day — duration is typically 2 to 4 hours depending on the size of the home

Turnaround times are estimates and not guaranteed. Factors such as unexpected high demand, equipment issues, or severe weather may affect completion times. We will always communicate any delay via WhatsApp as soon as we are aware of it.

If a delay is caused on our side and is unreasonably long, you have the right to cancel the order without charge.

To ensure we can provide the best possible service, you agree to the following:

7.1 Accurate Information
You will provide accurate details when placing your order — including your correct address, a working contact number, and an honest description of what needs to be cleaned.

7.2 Delicate or Special-Care Items
You must inform us of any items that require special care — including hand-wash only garments, dry-clean only fabrics, items with embellishments, or anything you are concerned about. Failure to disclose this information means we cannot be held responsible for any damage to undisclosed special-care items.

7.3 Checking Items Before Handover
You are responsible for checking your items before handing them over to us. Please remove any valuables, cash, or non-clothing items from pockets and bags before collection. We are not responsible for any items left inside clothing that are lost or damaged during the washing process.

7.4 Pre-Existing Damage
If any item has pre-existing damage — stains that cannot be removed, loose buttons, torn fabric, worn elastic — please let us know at the time of collection. We cannot be held responsible for damage that existed before the item was handed to us.

7.5 House Cleaning Access
If you have booked a house cleaning, you agree to provide safe and reasonable access to your home at the agreed time. If you cannot be present, please make arrangements for someone else to provide access. We cannot commence a cleaning if we cannot access the premises.

7.6 Respectful Conduct
You agree to engage with Sister K in a respectful and honest manner. We reserve the right to refuse service or terminate a customer relationship if conduct is abusive, threatening, or dishonest.

Sister K takes full responsibility for the items in our care during the period between collection and delivery. We exercise care and attention in all services we provide.

8.1 Limitation of Liability
Our total liability for any claim arising from a service failure, loss, or damage is limited to the cost of the specific service rendered for the affected item(s). We do not accept liability for:

• Loss of income or earnings resulting from any service delay or failure
• Sentimental value attached to any item
• Consequential or indirect losses of any kind
• Damage caused by pre-existing weaknesses in fabric that were not disclosed to us
• Normal wear and fading from repeated washing of older garments
• Shrinkage of items that were not labelled as pre-shrunk or that contained fibres known to shrink

8.2 What We Are Liable For
We accept liability for damage or loss that is directly caused by our negligence or mishandling of items in our care. If we damage or lose an item while it is with us, we will compensate you fairly — see Section 9 for our damage and loss policy.

We handle all items with care and take pride in returning your belongings in excellent condition. In the unlikely event that something goes wrong:

9.1 Reporting Damage or Loss
If you believe an item has been damaged or lost while in our care, you must report this to us via WhatsApp or phone within 24 hours of receiving your delivery. Claims reported after this period may not be accepted, as we cannot verify the condition of items once they have been returned to the customer.

9.2 How We Handle Damage Claims
Upon receiving a damage or loss report, we will:

1. Acknowledge your report within 24 hours
2. Discuss the issue with you to understand what happened
3. Assess whether the damage or loss occurred while the item was in our care
4. Offer a fair resolution — which may include a refund of the service fee for that item, a contribution toward replacement cost, or re-cleaning at no charge

9.3 Limits on Compensation
Compensation for damaged or lost items is assessed based on the fair current replacement value of the item — not its original purchase price. We do not compensate for sentimental value. For items of high monetary value, we recommend not including them in a standard laundry order — please discuss this with us beforehand.

9.4 Stains We Cannot Remove
Some stains — particularly very old, set-in, or chemically complex stains — may not be fully removable. If we identify such a stain before washing, we will notify you. If we are unable to remove a stain, you will still be charged for the washing service, but we will not charge for re-attempts unless you request them.

10.1 Cancelling Before Collection
You may cancel your order at any time before we collect your items, free of charge and with no penalty. Simply WhatsApp or call us as soon as possible to cancel.

10.2 Cancelling After Collection
If you need to cancel after we have collected your items but before washing has started, we will return your items and no service fee will be charged. However, if the pickup trip has already been completed, a R30 collection recovery fee may apply to cover travel costs.

10.3 Cancelling After Washing Has Started
Once washing or cleaning has commenced, the full service fee for that service is payable. We cannot reverse the washing process. If you need to cancel due to an emergency, please contact us and we will discuss the situation fairly.

10.4 Changes to Your Order
If you need to change your order — add items, remove items, or change the service — please WhatsApp us as soon as possible. We will accommodate changes wherever practically possible. If a change significantly alters the price, we will confirm the new price with you before proceeding.

10.5 Cancellation by Sister K
We reserve the right to cancel an order in exceptional circumstances — including equipment failure, illness, or if items are deemed unsuitable for our cleaning process. In such cases, we will return your items promptly, in the same condition they were received, and no charge will apply.

Sister K reserves the right to refuse or discontinue service in the following circumstances:

• Items that are contaminated with hazardous substances, bodily fluids, or anything that poses a health or safety risk to our staff
• Items that are infested with insects or pests
• Items that are so heavily damaged that cleaning would cause further deterioration
• Requests that fall outside our service area or our service offering
• Customers who have provided false information, failed to pay for previous orders, or have engaged in disrespectful or abusive conduct
• Any situation where proceeding with a service would put our staff or equipment at risk

In any case where we refuse service, we will explain the reason to you clearly and return any items already in our possession promptly and undamaged.

Sister K operates in full compliance with South African law, including the Consumer Protection Act 68 of 2008 (CPA). Nothing in these Terms and Conditions overrides or limits your statutory rights under the CPA.

Under the Consumer Protection Act, you have the right to:

• Receive services that are performed in a manner and quality that persons are generally entitled to expect
• Be informed of the price of a service before it is rendered
• Receive a service that matches any description given to you by us
• Have goods returned if they are not fit for purpose
• Receive a refund or repeat service if the service was not performed to a satisfactory standard
• Lodge a complaint with the National Consumer Commission if you believe your rights have been violated

We also comply with the Protection of Personal Information Act (POPIA) with respect to how we handle your personal information. Please see our Privacy Policy for full details.

Sister K may update these Terms and Conditions from time to time. Changes may occur due to changes in our services, pricing, operating procedures, or applicable law.

The most current version of these Terms will always be available on our website. The date at the top of this document indicates when it was last updated.

If you have an existing order in progress when terms are updated, the terms that applied at the time you placed your order will govern that order. New orders placed after the update date will be subject to the new terms.

We will not make changes to these terms that materially reduce your rights without providing reasonable notice.

14.1 Resolving Issues
If you have a complaint or concern about any order or service, please contact us as soon as possible. We are committed to resolving all issues directly, honestly, and fairly. Most issues can be resolved quickly through direct WhatsApp communication.

14.2 Formal Disputes
If a dispute cannot be resolved directly between you and Sister K within a reasonable timeframe, you have the right to escalate to the National Consumer Commission or any other appropriate body under South African law.

14.3 Governing Law
These Terms and Conditions are governed by and interpreted in accordance with the laws of the Republic of South Africa. Any legal disputes arising from these terms shall be subject to the jurisdiction of the South African courts.

Contact us about any concern: