Who you contract with
HolaWash Tech, S.L., CIF B44592830, Carrer de Pere IV 51, 08018 Barcelona. Email: hola@hola-wash.com. We help you in the app chat, by phone and WhatsApp (+34 685 412 786) and by email, Monday to Friday 08:30–21:00 and Saturday 09:00–15:30.
The service
We collect your clothes from your address, clean them at our Poblenou facility and bring them back. We offer wash & fold by the bag, clean & press by the item, bedding, shoes and bags, Super Express (back the same day), Atelier (repairs and special care at a price agreed before we start), monthly plans and service at our shop at Carrer de Pere IV 51, 08018 Barcelona. We collect in Barcelona and up to 15 km around it; before you pay we tell you whether we cover your address.
The price
All prices include VAT and the total is shown before you pay. The minimum order is €25 of items and care; below it we add the difference as a separate line. Pickup and delivery is €10.00, free from €50 of items and care. Outside Barcelona there is one set window a week for your area and €15 more.
When we charge
When you book we only check your card, Apple Pay or Google Pay: nothing is charged. We charge the order when it reaches our facility and cleaning starts, after we have checked it. If the charge fails, we retry every 8 hours for 24 hours and ask you to update your card; we do not deliver an unpaid order. A monthly plan is charged on the day you sign up and then on the same day each month. In the shop you pay at the counter. For the Atelier, the final price is agreed with you before we start.
When a price can change, and what we do
Two things can change a price after you book: your bag weighs more than the size you chose, or an item needs different care than the one you picked. We check everything before any work starts. If the price changes, we send you the new total and wait for you to approve it. If you do not, we return your items and charge only the original price for what we did.
Turnaround
Inside Barcelona we return your order 2 days later, at the same time of day as your pickup; duvets and bulky bedding need 3 days. Outside Barcelona we collect and return on your area's one weekly window. Your exact return date and window are shown before you pay, and they are the ones we are bound by.
Super Express
Monday to Friday only, ordered before 15:00, collected between 09:00 and 17:00 and returned the same evening, 17:00–21:00. Wash & fold bags only, inside Barcelona only, limited places per 2-hour window. If we miss 21:00, we tell you and a person from our team contacts you about the express supplement.
At the door
We meet you at the street door, at reception or at your flat door, as you choose, and we wait 5 minutes. If nobody is there, the pickup counts as missed: we let you know, you can book again, and the €25 missed-pickup fee may apply.
Atelier
Atelier prices are "from" prices. We inspect each piece and agree the final price with you before we start; the work usually takes 10 to 15 days. Each Atelier piece is protected up to €2500: this is a guarantee from HolaWash Tech, S.L., not insurance.
Monthly plans
A plan starts on the day you sign up, is charged that day and renews automatically on the same day each month until you cancel. Each plan includes a number of 12 kg bags and pickups a month; what you do not use does not carry over, and each plan pickup must fall inside the paid month. A bag over 12 kg counts as an extra bag (€25). As a member you get 15% off everything else and free pickup and delivery. If a renewal charge fails, we retry for 3 days; if it still cannot be charged, the plan ends: orders booked on the plan's terms and not yet collected are re-priced as normal orders, plan pickups not yet collected are cancelled free of charge, and a bag already collected in the unpaid month is charged as a normal order at the list price. You can pause the plan for 1 month: nothing is charged, no pickups are included, and meanwhile you can order like any customer. You can cancel at any time in the app (Account › Plans › Cancel plan) or by messaging us: the plan does not renew, stays active to the end of the month already paid, and we do not return the rest of the month, except under the withdrawal right below. When you cancel, orders already booked under the plan keep the terms they were booked with.
Cancellation
You can move or cancel a pickup free of charge up to 5 hours before its window starts, in the app, on the order page or by messaging us. If you cancel within those 5 hours, or once the driver has left, the €25 missed-pickup fee is charged; we show it to you before you confirm. You can change items up to 1 h before pickup and the delivery up to 5 h before its window. Once collected, an order can no longer be cancelled in the app: message us and a person reviews it with you. If you are a member and cancel a plan pickup before it happens, the bag goes back into your month. You can always cancel by the same means you used to sign up (article 62.3 TRLGDCU).
Claims
If something is missing or an item comes back damaged, tell us within 48 hours of delivery, with your order number and photos, in the app chat, on WhatsApp or by email to hola@hola-wash.com. Every bag is tagged to your order so we can trace it. A person from our team reviews every claim and replies within 1 working day. After that window we still review it, but we cannot promise the outcome.
Refunds
No refund is automatic. Any money back is decided by a person at HolaWash after reviewing your case: a claim, a cancellation after a charge, a late Super Express or a withdrawal. When a refund is due, it goes back to the same payment method at no cost to you.
Lost or damaged items
If we lose or damage an item through our fault, we pay the lowest of: 10× its cleaning price, its current value (reduced for age and wear; proof of purchase may be requested) or €50 per item. Declare items worth over €250 before pickup. Wash & fold bags: up to €50 per item and €250 per bag. Claim within 48 hours of delivery with photos of the item and its tag, and keep it for inspection; later claims are assessed case by case. Unless we were negligent, we exclude: items with no care label, existing damage, colour run, shrinkage inherent to the fabric, buttons, zips and ornaments, and items left in pockets. Your legal rights are unaffected.
Withdrawing from the contract
You have 14 calendar days to withdraw from a distance contract without giving a reason (articles 102 to 108 TRLGDCU). For a monthly plan they run from the day you join: withdraw with "Cancel now" in the app or by messaging us. The plan ends that day, bags already collected are charged at your plan's per-bag price and included shoe cleans you used at the member price, and a person reviews the rest and returns it within 14 days at most. For a one-off order, booking a pickup means you ask us to start the service before the 14 days are over; once the service has been fully performed, you can no longer withdraw from it (article 103.a). On the website, the payment step asks you to confirm that request expressly.
Model withdrawal form
You can use this form, but you do not have to. Any clear statement works, sent by any means.
To HolaWash Tech, S.L., Carrer de Pere IV 51, 08018 Barcelona: I hereby give notice that I withdraw from my contract for the following service: Ordered on: ____________________ Order reference: ____________________ Name of consumer: ____________________ Address of consumer: ____________________ Signature (only if this form is sent on paper): ____________________ Date: ____________________
Governing law and complaints
These terms are governed by Spanish law and do not limit your rights as a consumer. If you are a consumer, you can go to the courts where you live; otherwise, the courts of Barcelona. Email us first at hola@hola-wash.com: almost everything is solved that way. You can also complain to the Agència Catalana del Consum or your local consumer office. HolaWash Tech, S.L. is a member of the Junta Arbitral de Consum (consumer arbitration board).