Payments, refunds and cancellation

Effective from 3 August 2026. This page forms part of our Terms of service.

Payment methods

BLIK
Bank transfer

Online payment via Stripe — Visa or Mastercard card, Apple Pay, Google Pay or BLIK. You pay through a secure link we send by email or text. You can also open the link on your phone when collecting from the drop-off point.
Bank transfer — in the bill currency, to the account shown on the bill or invoice.

Currencies

We bill in Polish złoty (PLN), British pounds (GBP) or US dollars (USD). You choose the currency when you order — the price confirmation, bill and payment link are all issued in it. If your card is in a different currency from the bill, your bank converts the amount.

We are VAT-exempt (Art. 113(1) of the Polish VAT Act), so no VAT is added. We issue a bill, or on request an invoice without VAT.

When you pay

After the service. When your order is ready we send a bill with a payment link. Pay before the agreed delivery or when collecting from the drop-off point.
Businesses with regular orders (e.g. guesthouses, holiday lets) — monthly in arrears, payment due within 14 days.
We take no prepayments or deposits.

The amount on the bill always matches the price confirmation you accepted before washing. You authorise every online payment yourself — we never charge your card without your knowledge.

How online payment works

We send the bill from [email protected].
The link opens a Stripe payment page whose address starts with https://checkout.stripe.com or https://invoice.stripe.com. It shows the OhSauco name, a description of the order and the amount in the bill currency — the same as on the bill.
You choose a payment method and confirm it, e.g. with a BLIK code or in your banking app (3-D Secure).
Stripe emails you a receipt. Your bank statement will show OHSAUCO.

If you receive a payment link you were not expecting, do not pay — write to us.

Payment security

Online payments are processed by Stripe (Stripe Payments Europe, Limited, 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210, Ireland), certified to PCI DSS Level 1, the highest security level in the card payments industry.
You enter card details only on Stripe's page. We never see or store your card number — we only receive payment information (amount, date, card brand and last 4 digits).
The connection is encrypted (HTTPS/TLS), and card payments are confirmed with strong customer authentication (3-D Secure) under the PSD2 directive.

Rescheduling and cancellation

You can move or cancel a pickup or delivery free of charge up to 2 hours before the start of the slot — by email or by replying to our confirmation.
If our courier comes in the agreed slot but cannot collect or hand over the items, we may add PLN 15 for the failed visit. The next slot is arranged at no extra cost.
You can cancel an order free of charge until washing has started — we return your items with the next delivery or you collect them from the drop-off point.
No fees apply if you are a consumer exercising your statutory right of withdrawal, or if we miss the agreed date.

Refunds

When we refund

Full refund — if you paid but the service was not performed (e.g. a cancelled order or a valid withdrawal before washing), if a payment was taken by mistake or twice, or if we accept a complaint and the items cannot be put right.
Partial refund — if we accept a complaint and reduce the price (e.g. some items need re-washing that you do not want), or if you withdraw during a service started at your request — you only pay for what was done.
Compensation for an item lost or damaged through our fault is paid separately from any refund — see the Terms.

How and how fast

We refund within 14 days of receiving your withdrawal notice, accepting your complaint or finding the error.
The refund goes back by the same method and in the same currency you paid with: the same card, BLIK/bank account, or Apple Pay / Google Pay wallet. Another method only with your agreement and at no cost to you.
Card refunds are issued through Stripe; banks usually post them within 5–10 business days.
We confirm every refund by email.

A problem with a payment

If you see a charge you do not recognise, the amount is wrong, or something is not right with your laundry — please write to us first: [email protected]. We reply within 2 business days and can usually resolve it faster than a bank dispute (chargeback). This does not limit your right to dispute a payment with your bank or any other consumer right.