Service & turnaround
What is your turnaround time?
Our standard turnaround is 2–3 business days from collection to delivery. We'll keep you updated via WhatsApp as your order moves through each stage.
Do you offer same-day delivery?
Yes — our Express service is available for same-day turnaround when you need it fast. Express surcharge: 20% on the original order amount. Express availability depends on collection time and current capacity. Contact us before booking to confirm.
How do you weigh the clothes?
All items are weighed dry at our facility after collection. You'll receive a collection receipt confirming the weight before any processing begins — so there are no surprises on your invoice.
What areas do you service?
We currently service the Northern Suburbs and Cape Town CBD. If you're outside these areas, get in touch — we'll let you know if we can accommodate you, and a travel fee may apply.
PRIMECARE SUBSCRIPTION
What happens if I go over my allocated amount?
Your PrimeCare package includes a set kg allowance and number of collections per month. If you exceed either, the standard once-off rate of R50/kg applies to everything over your package limit — you'll never be cut off, just billed for the overage. Overage charges are added to your next invoice so you always have a clear record.
When is PrimeCare payment due?
Payment is due on the day you sign up and renews automatically on that same date each month. Your subscription stays active until the last day of your billing cycle. You can opt out at any time before your renewal date. No cancellation fees apply.
Does PrimeCare auto-renew?
Yes — PrimeCare renews automatically each month so your service never lapses. If you'd like to cancel, simply let us know before your renewal date and we'll stop the next billing cycle.
Do unused collections roll over to the next month?
Unused collections and kg allowance expire at the end of each billing cycle and don't roll over. We recommend planning your collections across the month to get the most from your package.
PAYMENTS & BILLING
How do I pay?
We accept EFT — banking details are included on every invoice. Card on collection or delivery is available by. For commercial accounts, monthly, weekly or bi-weekly invoicing is available.
Do you charge VAT?
No — PrimeWash is not a registered VAT vendor. All prices shown are the final amount you pay with no VAT added.
ITEMS & QUALITY
What if an item comes back with a stain that couldn't be removed?
We pre-treat stains before washing and will always let you know if something can't be fully removed. For stubborn stains, we offer a dry cleaning upgrade at R55 per garment. PrimeWash is not liable for pre-existing stains or damage on items that were already marked before collection.
How do I raise a quality or count dispute?
Any claims about item count or quality must be reported within 24 hours of delivery. Garment counts are verified and signed off at collection — disputes after that point can't be accepted. WhatsApp us directly and we'll resolve it as quickly as possible.