“Online Dispute Resolution (ODR- Online Complaint Filing and Mediation) Mechanismâ€:
In support of our Consumer Protection Policy that buttresses the standard dispute resolution mechanism described
under our other various policies (Terms and Conditions; Privacy Policy and Contractual/Transactional Services Agreement),
we offer non-legal alternative disputes resolution mechanisms as out of court settlement intended to mediate conflicts
that may erupt between consumers/customers and 3rd Party Sellers/Suppliers to ensure better protection for both
parties while reducing their transactional delays, risks, liabilities and costs.
How to make an Online Complaint and Activate an Online Mediation as part of our Alternative Dispute Resolution
Mechanism:
As we take every complaint seriously, we urge you to only file a complaint if and only if you have reasonable
and sufficient grounds to do so taking professionality, personal and system ethics and integrity into account.
Once you have determined that you have sufficient reasonable, professional and ethical grounds to do so,
we highly encourage you to file your complaint within 3 business days after receipt of delivery or after
the expiration of the expected date of delivery per the tracking notification on our system. This is because
our escrow payment system (described below) holds payments that are due to the 3rd Party Seller/Service
Provider for up to 7 business days before release without a complaint being filed per our policy.
Enter a few details about yourself, the 3rd Party Seller/Supplier, your purchase and what your complaint
is about.
Upload required and relevant documents (invoice, purchase order, photos in PDF format, the vendors assigned
number retrieved from our platforms). You can submit your complaint right away, or save it as a draft.
You have
3 weeks to submit your complaint if you do save it as a draft. After that, all drafts are automatically
archived and remain inactive for data protection reasons. However, you may reactivate the complaint within
6 months after the archiving. Thereafter, the complaint will be deleted from the system.
You have up to
12 months to file a complaint. Thereafter, you forfeit the right to do so.
Once we receive your complaint, we immediately notify the trader and begin the initial mediation process
to legitimize the claim and resolve the dispute within 7 business days.
Feedback notifications for final closure, request for additional information, or an indication that the ODR
does not have the capacity to handle your complaint warranting an advance to next level, via the platform
and linked to your email, shall be sent to you.
You will be given
3 business days to respond (accepting the terms of closure, providing additional documentations and
information, or taking an appeal to activate the non-alternative dispute resolution mechanism as provided
under our various terms and conditions). You will be provided an additional
7 business days beyond the initial
3 business days to respond, after which your complaint will be archived. However, you may reactivate
the complaint within
6 months after the archiving. Thereafter, the complaint will be deleted from the system.
If our “Consumer Protection, Legal and Compliance Unit†cannot handle your case, you will also receive a
notification with the reason why.
If you are a 3rd Party Seller/Supplier registered on our platform, you can also use the ODR platform to send
your online consumer dispute for review by our “Consumer Protection, Legal and Compliance Unitâ€.
The same process and rules as in the case of the consumer/customer’s filing will apply.
However, you will be required to upload required and relevant documents (invoice, purchase order, photos
in PDF format, the transaction assigned number retrieved from our platforms).
If our “Consumer Protection, Legal and Compliance Unit†cannot handle your case, with the notification explaining
why, you will be provided with guidance on how to escalate your complaints beyond the ODR mechanism and
in accordance with our various policies.
As we take every complaint seriously, we urge you to only file a complaint if and only if you have reasonable
and sufficient grounds to do so taking professionality, personal and system ethics and integrity into account.
Once you have determined that you have sufficient reasonable, professional and ethical grounds to do so, we
highly encourage you to file your complaint within 3 business days after receipt of delivery or after the
expiration of the expected date of delivery per the tracking notification on our system. This is because
our escrow payment system (described below) holds payments that are due to the 3rd Party Seller/Service Provider
for up to 7 business days before release without a complaint being filed per our policy.
Enter a few details about yourself, the 3rd Party Seller/Supplier, your purchase and what your complaint is
about.
Upload required and relevant documents (invoice, purchase order, photos in PDF format, the vendors assigned
number retrieved from our platforms). You can submit your complaint right away, or save it as a draft.
You have
3 weeks to submit your complaint if you do save it as a draft. After that, all drafts are automatically
archived and remain inactive for data protection reasons. However, you may reactivate the complaint within
6 months after the archiving. Thereafter, the complaint will be deleted from the system.
You have up to
12 months to file a complaint. Thereafter, you forfeit the right to do so.
(b)Processing your complaint
Once we receive your complaint, we immediately notify the trader and begin the initial mediation process to
legitimize the claim and resolve the dispute within 7 business days.
Feedback notifications for final closure, request for additional information, or an indication that the ODR
does not have the capacity to handle your complaint warranting an advance to next level, via the platform
and linked to your email, shall be sent to you.
You will be given
3 business days to respond (accepting the terms of closure, providing additional documentations and information,
or taking an appeal to activate the non-alternative dispute resolution mechanism as provided under our various
terms and conditions). You will be provided an additional
7 business days beyond the initial
3 business days to respond, after which your complaint will be archived. However, you may reactivate
the complaint within
6 months after the archiving. Thereafter, the complaint will be deleted from the system.
If our “Consumer Protection, Legal and Compliance Unit†cannot handle your case, you will also receive a notification
with the reason why.
(c)How to complain if you are a trader
If you are a 3rd Party Seller/Supplier registered on our platform, you can also use the ODR platform to send
your online consumer dispute for review by our “Consumer Protection, Legal and Compliance Unitâ€.
The same process and rules as in the case of the consumer/customer’s filing will apply.
However, you will be required to upload required and relevant documents (invoice, purchase order, photos in
PDF format, the transaction assigned number retrieved from our platforms).
(d)What is the next step if my complaint is not resolved through the ODR ?
If our “Consumer Protection, Legal and Compliance Unit†cannot handle your case, with the notification explaining
why, you will be provided with guidance on how to escalate your complaints beyond the ODR mechanism and in
accordance with our various policies.
Frequently Asked Questions
HobyClean is an online on-demand laundry service accessible through our mobile app downloadable on iOS and Android
and used anywhere in the world that brings you convenient, cost effective, and high-quality e-laundry service.
With HobyClean Mobile App, you order (you choose machine wash or hand wash; you choose your pick-up choice: vehicle
or motorbike; you select your preference: regular service (24-48 hrs) or expressed service (0-24 hrs); you choose
your delivery time and location (delivery location can be different from pick-up location). We assign your order
to one of our vetted and qualified laundry service providers in your neighborhood or city irrespective of where
you are in the world. Our professionals pick up your dirty laundry from your door, based on your order and the
label on the clothes, we Machine Wash, Dry Clean or Hand Wash. We Iron, Fold and Return to your door or at your
preferred delivery destination. You can track all this on the mobile app.
You can pay in your local currency by cash on delivery, mobile money, or through your visa or master cards.
Yes! Our research shows that just by allowing us take care of your laundry for you, you can avoid up to 30% of
household utility expenses (electricity and water); at least 10% and attract up to another 25% of direct discounts
on each order below the current market price.
Our business model is designed to make you (both Customers and Laundry Service Providers) win. As we pool aggregate
demand for laundry services across different locations around the world, we reduce demand variability, demand
uncertainties and unit production cost (including warehousing, inventory, etc.) for our laundry service providers.
As demand increases, we have the leverage to negotiate service quality, service preferences and differentiation
and further price discounts for each of our customers irrespective of their location and the units they order.
They all benefit from the same discount rate.
Besides customers benefit from our negotiated price discounts, they also benefit from our
Royalty (Reward) System (points) that can be discounted for future purchases; or that can be accumulated
and converted into cash and transferred into a bank account of your choosing (with Terms and Conditions).
You can access our mobile app from the
Google App Store (Android) and the
Apple Store (iOS). Thereafter, sign-up and begin to make your orders.
We currently cover every country in Africa and gradually growing to in Asia. We intend to cover the world
