These Terms of Service ("Terms") govern your access to and use of Lunara's website, mobile apps, and related services (collectively, the "Service"), which connect customers with partner laundry shops and delivery riders. By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.
Eligibility and accounts
You must be able to form a binding contract to use the Service and provide accurate registration information (name, phone number, and email or other verification). You are responsible for keeping your login credentials and one-time passwords confidential, and for all activity under your account. Notify us immediately of any unauthorized use.
Bookings and orders
- When you book a laundry pickup, you authorize Lunara to assign a partner shop and/or rider to fulfill the order based on availability, service area, and your selections.
- Order details (service type, estimated weight or piece count, schedule, and pricing) are shown at checkout. Final pricing may be adjusted after the partner shop weighs or inspects the items, subject to the pricing terms shown in the app.
- You are responsible for accurately describing garments, disclosing special-care items, and removing valuables from pockets before pickup. Lunara and its partners are not liable for items left in garments.
- Orders may be rescheduled or cancelled subject to the cancellation windows and fees shown in the app at the time of booking.
Payments, wallet, and refunds
- Payments may be made by card, e-wallet, cash on pickup/delivery, or Lunara wallet balance, depending on what is offered for your order. Card and e-wallet payments are processed by third-party payment providers under their own terms.
- Refunds for disputed, damaged, lost, or cancelled orders are handled through the in-app refund request process and are subject to review. Approved refunds are credited to your Lunara wallet unless otherwise stated.
- Promotional codes and discounts are subject to their own eligibility rules and may be modified or withdrawn at any time.
Partner shops and riders
Partner laundry shops and delivery riders are independent businesses or independent contractors, not employees of Lunara. Lunara facilitates the connection and payment between you and these providers but does not itself perform laundry or delivery services. We require partners and riders to meet onboarding and conduct standards, and we investigate reports of service issues, but we do not guarantee the acts or omissions of independent partners and riders beyond the remedies described in our refund and support processes.
Lost, damaged, or delayed items
If an item is lost, damaged, or significantly delayed, report it through Support as soon as possible so we can investigate with the responsible partner or rider. Remedies may include reprocessing, a partial or full refund, or compensation up to the limits stated in the app for the affected order, at our discretion following investigation.
Acceptable use
You agree not to:
- Use the Service for unlawful, fraudulent, or abusive purposes.
- Interfere with, disrupt, or attempt to gain unauthorized access to the Service or its systems.
- Submit false information, fraudulent payments, or abusive refund/support requests.
- Harass, threaten, or abuse partner staff, riders, or Lunara support agents.
Violation of these Terms may result in suspension or termination of your account and, where applicable, referral to law enforcement.
Reviews and content
If you submit reviews, photos, or other content through the Service, you grant Lunara a non-exclusive, royalty-free license to use, display, and reproduce that content in connection with operating and promoting the Service. You are responsible for content you submit and must not post content that is false, defamatory, or infringes another person's rights.
Disclaimers and limitation of liability
The Service is provided "as is" without warranties of any kind, to the fullest extent permitted by law. Lunara is not liable for indirect, incidental, or consequential damages arising from your use of the Service. Our aggregate liability for any claim relating to an order is limited to the amount you paid for that order, except where such limitation is not permitted by law.
Changes to the Service and these Terms
We may update, suspend, or discontinue parts of the Service, and may revise these Terms from time to time. We will post the revised Terms on this page and update the "Last updated" date. Continued use of the Service after changes take effect means you accept the updated Terms.
Termination
You may stop using the Service and close your account at any time. We may suspend or terminate your access if you violate these Terms, engage in fraudulent or abusive activity, or where required by law.
Governing law
These Terms are governed by the laws of the Republic of the Philippines, without regard to conflict-of-law principles, except where local law requires otherwise for consumers in your jurisdiction.
Contact us
Questions about these Terms? Email support@lunara.app or visit Support when signed in. See also our Privacy Policy.