Terms & Conditions

Welcome to OneNest ("OneNest", "we", "us", or "our").

These Terms & Conditions ("Terms") govern your access to and use of the OneNest website, mobile application ("App"), laundry pickup and delivery services, subscription plans, and related services.

By creating an account, accessing the OneNest App or website, placing an order, using our services, or otherwise interacting with OneNest, you agree to be bound by these Terms.

If you do not agree with these Terms, please do not use the OneNest App, website, or services.

1. About OneNest

OneNest is a laundry pickup and delivery service platform that allows customers to request laundry-related services through the OneNest mobile application.

Our services may include:

• Wash & Fold
• Dry Cleaning
• Ironing
• Wash & Fold + Ironing
• Dry Cleaning + Ironing
• Shoe Cleaning
• Helmet Cleaning
• Other laundry and garment-care services offered through the App

OneNest may introduce additional services in the future, including:

• Men's dress rental
• Food delivery
• Fruits and vegetables delivery
• Stationery delivery
• Other lifestyle and delivery services

Future services may be governed by additional terms applicable to those services.

2. Eligibility and Account

To use certain OneNest services, you may be required to create an account.

You agree to:

• Provide accurate and complete information.
• Provide a valid mobile phone number.
• Keep your account information accurate and updated.
• Keep your account and device secure.
• Not use another person's account without authorization.
• Not provide false or misleading information.
• Notify OneNest if you believe your account has been accessed without authorization.

You are responsible for activities performed through your account, except where caused by circumstances outside your reasonable control.

OneNest may suspend or terminate an account where reasonably necessary because of misuse, fraud, security concerns, violation of these Terms, or applicable law.

3. Service Availability

OneNest services are available only in selected locations. Availability may depend on:

• Service area
• Operational coverage
• Pickup and delivery capacity
• Availability of specific services
• Local operating conditions

OneNest may expand, modify, suspend, restrict, or discontinue services in any location. Certain services, including Express Service, may not be available in all locations.

4. Bookings

All laundry bookings must be placed through the OneNest mobile application unless OneNest expressly provides another booking method.

The OneNest website may provide information about our services but does not necessarily provide direct booking functionality.

When placing an order, customers are responsible for providing:

• Correct name
• Valid phone number
• Accurate pickup address
• Accurate delivery address
• Appropriate pickup information
• Required service selections
• Relevant instructions

OneNest may accept, modify, decline, or cancel an order depending on service availability, operational requirements, garment condition, or other reasonable circumstances.

5. Pickup

Customers are responsible for making the garments available at the agreed pickup location.

Customers should:

• Keep garments ready for collection.
• Provide accurate pickup information.
• Ensure reasonable access to the pickup location.
• Be available or arrange an authorized person to hand over the garments where required.

If pickup cannot be completed because the customer is unavailable, the address is incorrect, access is unavailable, or other customer-related circumstances prevent collection, OneNest may reschedule the pickup or apply applicable charges where permitted.

6. Garment Inspection

After pickup, garments may be inspected by OneNest personnel before processing. Inspection may consider:

• Garment type
• Fabric
• Quantity
• Condition
• Stains
• Existing damage
• Manufacturer care instructions
• Cleaning requirements
• Special-care requirements

The final service price may be determined after inspection.

If the requested service cannot reasonably be performed safely or appropriately, OneNest may contact the customer, recommend an alternative service, or decline the affected item.

7. Pricing

The final price of an order may be determined after the garments have been received and inspected. Pricing may depend on:

• Garment type
• Fabric
• Quantity
• Cleaning method
• Stain treatment
• Ironing requirements
• Special handling
• Additional services
• Other applicable service requirements

The applicable final amount will be communicated to the customer before delivery where reasonably practicable.

Prices may change from time to time. Any applicable taxes, delivery charges, service charges, special-care charges, or other applicable charges will be communicated before confirmation or payment where applicable.

8. Normal and Express Service

OneNest may offer different service turnaround options depending on location and service availability.

Normal Service

The expected turnaround time for Normal Service is up to 72 hours from the applicable pickup or acceptance of the garments.

Express Service

The expected turnaround time for Express Service is up to 24 hours from the applicable pickup or acceptance of the garments.

Actual completion and delivery times may vary depending on garment quantity, cleaning method, garment condition, stain treatment, special-care requirements, pickup timing, customer availability, weather, traffic, operational conditions, and unforeseen circumstances.

OneNest will make reasonable efforts to complete orders within the applicable service timeframe. Express Service may not be available for every location, garment, or service.

9. Payment

OneNest currently does not provide online payment through the mobile application for individual laundry orders or subscription plans.

Payment may be collected by an authorized OneNest delivery agent/rider at the time of delivery.

Supported payment methods may include:

• Cash
• UPI
• Other payment methods supported by OneNest

Customers are required to complete the applicable payment before receiving the completed order unless OneNest expressly agrees otherwise.

Customers should verify the recipient details before making a UPI payment. OneNest may maintain payment status and transaction/reference information necessary to record the payment.

Payment Security: Customers should never share their UPI PIN, banking password, Card PIN, OTP, or other payment authentication credentials with a OneNest employee or delivery agent.

10. Delivery

OneNest will make reasonable efforts to deliver completed orders to the delivery address provided by the customer.

Customers are responsible for providing an accurate delivery address and being available to receive the order.

Delivery may be delayed or rescheduled because of traffic, weather, public holidays, operational conditions, incorrect address, customer unavailability, access restrictions, or events beyond OneNest's reasonable control.

Where a delivery cannot be completed because of customer-related circumstances, OneNest may arrange another delivery attempt and may apply applicable additional charges where permitted.

11. Garment Care

OneNest will take reasonable care while handling customer garments. However, cleaning results may vary depending on:

• Fabric type
• Garment age
• Previous wear
• Previous washing or treatment
• Existing stains & stain type
• Colour condition & fabric construction
• Manufacturer instructions & existing damage

OneNest does not guarantee that every stain, discoloration, odor, or mark can be completely removed.

Customers should inform OneNest of any special-care requirements before processing.

12. Existing Damage and Garment Condition

Customers should inform OneNest about known issues before pickup or processing. These may include:

• Tears, loose stitching, or weak fabric
• Existing stains or colour fading
• Previous damage or decorative attachments
• Delicate materials or special cleaning instructions
• Manufacturer warnings

OneNest may refuse or modify the requested cleaning method where processing could reasonably create a risk of damage.

13. Items Left in Garment Pockets

Customers are responsible for checking all pockets before handing garments to OneNest. Customers should remove:

• Cash
• Jewellery
• Documents
• Keys
• Electronic devices
• Identification cards / Bank cards
• Other valuables and personal items

OneNest is not responsible for personal items left inside garments unless required otherwise by applicable law.

14. Delicate and Special-Care Items

Certain garments may require special handling. OneNest may refuse, modify, or recommend an alternative cleaning method for items that:

• Require specialist treatment
• Have unclear care instructions
• Are excessively damaged
• Present a safety risk
• Cannot reasonably be cleaned using available methods

Where reasonably practicable, OneNest may inform the customer before proceeding.

15. Lost or Damaged Garments

OneNest takes reasonable precautions while handling customer garments.

If a customer believes a garment has been lost or damaged due to OneNest's handling, the customer must notify OneNest as soon as possible and preferably within 48 hours of delivery.

Claims may be reviewed individually based on available information. Where compensation is applicable, the amount and method of compensation will be determined in accordance with applicable law and OneNest's applicable claim procedures.

OneNest may not be responsible for damage resulting from:

• Pre-existing defects
• Weak or worn fabrics
• Manufacturer defects
• Normal wear and tear
• Improper or missing manufacturer care instructions
• Natural characteristics of the fabric
• Previous chemical or cleaning treatment
• Items left inside pockets
• Customer-provided incorrect information
• Circumstances outside OneNest's reasonable control

Nothing in these Terms excludes or limits any liability that cannot legally be excluded or limited under applicable law.

16. Customer Responsibilities

Customers agree to:

• Provide accurate information.
• Provide accurate pickup and delivery addresses.
• Provide a valid contact number.
• Follow applicable instructions in the App.
• Inform OneNest about special garment requirements.
• Remove valuable items from garments.
• Be available for pickup and delivery where required.
• Make required payments on time.
• Inspect delivered garments and promptly report concerns.
• Use the App and services lawfully.

Customers must not use OneNest services for unlawful, dangerous, hazardous, or prohibited purposes.

17. Prohibited Items

Customers should not submit items that may create a health, safety, fire, contamination, or other significant risk. OneNest may refuse items that contain or are suspected to contain:

• Hazardous substances
• Flammable materials
• Toxic materials
• Biohazardous materials
• Sharp dangerous objects
• Illegal substances
• Contaminated materials
• Other materials that may create an unreasonable safety risk

OneNest may refuse service or cancel an order where necessary for safety or legal reasons.

18. Order Cancellation

Customers may request cancellation before pickup through the App or by contacting customer support where applicable.

If an order is cancelled after pickup, applicable charges may apply depending on the stage of processing. Once garments have entered processing, cancellation may not always be possible.

Any applicable cancellation charges will be communicated where reasonably practicable.

19. Refunds

Refunds, where applicable, will be handled according to the circumstances of the order and applicable law.

A refund may be considered where:

• OneNest cancels an order before the service is completed.
• A service cannot reasonably be provided.
• A payment was made in error or duplicated.
• A refund is otherwise required by applicable law or OneNest's applicable refund policy.

Refund eligibility may depend on the status of the order and services already performed.

Where payment was collected through cash or UPI by an authorized delivery agent, any applicable refund will be handled using a reasonable method communicated by OneNest.

20. Subscription Plans

OneNest may offer subscription plans providing specific benefits to eligible customers. Subscription plans may include benefits such as:

• Discounts
• Special pricing
• Service benefits
• Other benefits described in the applicable plan

The exact benefits, validity period, limitations, and applicable conditions will be displayed or communicated with the relevant subscription plan.

A subscription does not automatically mean that all laundry services are free unless the applicable plan expressly states otherwise. Additional charges may apply depending on the selected services, garments, quantity, special requirements, taxes, delivery charges, or other applicable charges.

21. Subscription Payment

Subscription payments may be collected by an authorized OneNest delivery agent/rider using supported payment methods such as Cash or UPI.

OneNest currently does not provide online subscription payment through the mobile application unless such functionality is expressly introduced in the future.

Subscription payment does not automatically cover individual laundry charges unless specifically stated in the applicable subscription plan.

22. Subscription Validity and Cancellation

Each subscription will remain active for the period specified in the applicable subscription plan.

Unless OneNest expressly provides automatic renewal, subscriptions will not automatically renew.

Customers may request cancellation of a subscription through available OneNest support channels.

Refunds for subscriptions will be subject to the applicable subscription terms, refund policy, and applicable law.

23. Changes to Subscription Plans

OneNest may modify, replace, suspend, or discontinue subscription plans. Changes to existing subscriptions will be handled in accordance with the applicable plan terms and applicable law.

24. Customer Account Deletion

Customers may request deletion of their OneNest account through the account deletion option provided in the App or through the support/contact method provided by OneNest.

Account deletion may result in the loss of account access, order history, saved addresses, subscription information, and other account-related information.

Certain information may be retained where required by law or reasonably necessary for legitimate purposes such as accounting, fraud prevention, security, dispute resolution, or legal compliance. Additional details are provided in the OneNest Privacy Policy.

25. App and Service Availability

OneNest will make reasonable efforts to keep the App and services available. However, we do not guarantee that:

• The App will always be available.
• The App will always be error-free.
• Every service will always be available.
• Services will be available in every location.
• All features will operate without interruption.

The App may occasionally be unavailable because of maintenance, updates, technical problems, security issues, network problems, or circumstances beyond our reasonable control.

26. Third-Party Services

OneNest may use third-party services and technologies to support the operation of the App and services, including maps/location services, SMS/OTP services, cloud infrastructure, hosting, notifications, and security services.

Your use of third-party services may also be subject to the applicable terms and policies of those providers.

27. Promotions and Offers

OneNest may occasionally provide promotions, discounts, coupons, or other offers.

Unless otherwise stated, offers may have specific validity periods, may be limited to selected customers or locations, and may have additional conditions. OneNest may withdraw or modify an offer where permitted.

28. Prohibited Use of the App

Customers must not:

• Use the App for unlawful purposes.
• Attempt to gain unauthorized access to the App or systems.
• Interfere with the operation of the App.
• Introduce malicious software.
• Attempt to access another customer's account.
• Reverse engineer or misuse the App.
• Use automated systems to abuse the service.
• Submit false information.
• Abuse employees, delivery agents, or service personnel.
• Use the service for fraudulent purposes.

OneNest may suspend or terminate access where there is reasonable evidence of prohibited use.

29. Intellectual Property

All content and materials available through the OneNest website and App (including logos, brand names, trademarks, text, graphics, images, icons, software, and UI designs) are owned by OneNest or its applicable licensors and are protected by applicable intellectual property laws.

No content may be copied, reproduced, modified, distributed, publicly displayed, sold, or otherwise used without appropriate authorization, except where permitted by applicable law.

30. Privacy

Your use of OneNest is also subject to our Privacy Policy.

The Privacy Policy explains how OneNest collects, uses, stores, protects, and shares personal information. The Privacy Policy is available through the OneNest website and App.

31. Limitation of Liability

To the maximum extent permitted by applicable law, OneNest will not be responsible for indirect, incidental, special, consequential, or similar losses arising from the use of the services.

Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.

32. Events Beyond Our Reasonable Control

OneNest will not be responsible for failure or delay caused by circumstances beyond its reasonable control (such as natural disasters, severe weather, government restrictions, strikes, transport disruptions, power/network failures, or major technical failures).

33. Changes to Services

OneNest may modify, improve, add, suspend, or discontinue features or services from time to time. Where required by applicable law, customers will receive appropriate notice of material changes.

34. Changes to These Terms

OneNest may update these Terms from time to time. The updated Terms will be published on the OneNest website or made available through the App.

Continued use of OneNest services after the effective date of updated Terms may constitute acceptance of the updated Terms, to the extent permitted by applicable law.

35. Governing Law

These Terms shall be governed by and interpreted in accordance with the applicable laws of India.

Subject to applicable law, disputes arising from or relating to these Terms or OneNest services shall be subject to the jurisdiction of the competent courts having jurisdiction over the relevant matter and location.

36. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be interpreted or modified to the extent necessary to make it enforceable where legally permitted. The remaining provisions will continue to remain in effect.

37. No Waiver

If OneNest does not immediately enforce any provision of these Terms, this does not mean that OneNest has waived its right to enforce that provision in the future.

38. Entire Agreement

These Terms, together with the OneNest Privacy Policy and any additional terms specifically applicable to particular services or subscription plans, form the applicable agreement governing your use of OneNest services, subject to applicable law.

39. Contact Us

If you have questions, complaints, requests, or concerns regarding these Terms or OneNest services, please contact us:

40. Acceptance of Terms

By creating an account, accessing the OneNest App, placing an order, subscribing to a OneNest plan, or using OneNest services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.