This policy covers our laundry, ironing, cleaning, repair, restoration, sanitisation, and luggage storage and delivery services. We do not sell goods through this website. It does not take away any rights you have under Maltese consumer law.
1. If you are not happy with the result
Tell us as soon as possible, ideally within 72 hours of collection or delivery, by WhatsApp, phone, email or in person, and let us see the item. We will first offer to correct or redo the work at no charge. If a redo does not solve the problem, or is not possible, we may refund part or all of the service fee, depending on what went wrong. Luggage claims follow section 5 below.
2. What is not refundable
- Work where the result was explained as uncertain before we started, for example a stain we told you might not come out, and you chose to go ahead.
- Express charges, once express work has begun.
- Pickup and delivery charges for trips already made.
- The €15 deposit paid when you book online. It covers our time and the collection and delivery of your items, and is deducted from your final bill.
- Deposits on colour restoration and structural repairs once materials have been bought or work has started, unless we are unable to complete the job.
- Damage caused by an inherent weakness or defect in the item, as described in our Terms of Service.
- Luggage bookings treated as a no-show, and waiting or out-of-hours charges once the driver has attended.
3. Cancelling a booking
- A pickup can be cancelled or moved free of charge up to 24 hours before the agreed time. If the driver has already been sent, the €4 pickup charge applies.
- A restoration or repair booking can be cancelled at any time before we start work, and any deposit taken for the work itself will be refunded in full. The €15 online booking deposit is not refundable.
- Once work has started, the work done up to that point is payable.
4. Luggage storage and delivery
- More than 24 hours before the first handover: cancel free of charge for a full refund.
- Within 24 hours of the first handover: 50% refund.
- No-show, or cancellation after the handover time: no refund. A no-show is described in section 10.6 of our Terms of Service.
- Flight cancelled or diverted: free rebooking or a full refund, if you tell us before the scheduled meeting time.
- Booking not verified or refused by us before the service starts: full refund.
- Changes to times or addresses are made where we can provide them and may change the price.
- The 14-day right of withdrawal does not apply to luggage bookings, because the service is provided on a specific date you choose. This does not affect the rights above.
5. Lost or damaged items
If an item is lost or damaged through our fault, we will repair it or compensate you for the reasonable repair cost or the item's depreciated value, whichever is lower, taking into account its age and condition. Please tell us about high-value items before handing them over so we can agree how to handle them.
For luggage, compensation is limited to €250 per item unless higher cover was agreed in your booking confirmation, and never covers the excluded valuables listed in section 10.8 of our Terms of Service. Visible damage or a broken seal must be reported to our driver at delivery, and other damage or loss in writing within 24 hours of delivery, as set out in section 10.15 of our Terms of Service.
6. How refunds are paid
Refunds are made by the same method you paid, or in cash for cash payments, within 14 days of our agreeing the refund with you. Refunds for luggage bookings are made to the card used to book.
7. Contact
JMT Holdings Limited (C99143), trading as WhizzFix, 88 Triq Birkirkara, San Ġiljan STJ 1850, Malta. Email info@whizzfix.com. Phone and WhatsApp +356 9923 1611.