Cancellations, adjustments and refunds — Panama
Version 1.1
Effective date: September 13, 2026
Controlling version: Spanish; this English text is a convenience translation.
This Policy forms part of the Lavé Terms and Conditions for Panama. Mandatory consumer rights prevail. Malaquita International, S.A. will deduct only amounts disclosed in advance, reasonable actual costs, or charges permitted by law; it will not impose an unsupported automatic penalty.
1. HOW TO CANCEL
A client may request cancellation through the available app function or support, identifying the order and reason. When possible, Lavé will show or confirm the financial effect before closing the request. If the order is already in progress, it may verify its stage, location and actual costs incurred.
2. EFFECT BY ORDER STAGE
Before a driver is assigned or dispatched, cancellation is free, except for a non-refundable payment-provider charge that was disclosed and may lawfully be passed on.
If a driver is assigned but has not departed, cancellation is normally free. Any verified, non-recoverable cost will be disclosed before deduction.
If the driver is en route, a pickup attempt is documented, or the address is inaccessible, disclosed actual travel, waiting or failed-attempt costs may be deducted where allowed by law.
If garments were collected but processing has not begun, actual pickup, custody, sorting, transport and return costs may be deducted. Garments will be returned safely.
If processing began, work already performed and unavoidable costs are payable. Lavé will try to stop the process when technically safe, but cannot guarantee restoration of a garment's prior condition.
If processing is complete or the order is out for delivery, the price of the performed service is due and previously disclosed delivery or retry costs may apply.
If Lavé or a laundry cancels for lack of capacity, the unperformed portion is refunded. Lavé may propose reassignment or rescheduling, which the client may reject where the law allows.
3. EXPRESS ORDERS
Express priority may reserve capacity and create immediate costs. General rules apply before work starts. After work begins or a non-recoverable resource is reserved, Lavé may deduct the disclosed actual cost permitted by law. Express service does not remove mandatory rights.
4. GARMENT, WEIGHT OR SERVICE DISCREPANCIES
The laundry records the final count or weight and submits evidence. Administration must verify the report before requesting an additional payment or applying an adjustment.
When more payment is due, the affected process is paused and the client receives a notice in the selected language showing the USD amount. The client has 12 hours to accept or reject it. If accepted, payment must be completed; processing continues only after payment-provider confirmation.
Once confirmed, the system records the discrepancy as paid and notifies the client, administration and laundry so the order can continue. If the client rejects or does not respond on time, only the originally accepted items are processed and additional items are returned unprocessed when possible. If the discrepancy reduces the price, Lavé records the applicable refund, correction or voluntarily accepted credit.
5. ABSENCE, INCORRECT ADDRESS AND RETRIES
The client must provide safe access, a correct address, an active phone number and an authorized person. If pickup or delivery cannot be completed, the driver documents the attempt and support proposes rescheduling. Only fees published before confirmation or reasonable actual costs permitted by law may be charged.
6. REFUNDS
A refund is initiated to the original payment method whenever technically possible. Otherwise, a secure alternative is requested. Posting time depends on the bank, issuer or provider; Lavé will state the issue date and retain proof. Processing will occur within the legal period applicable under Panama Law 45 of 2007.
Lavé will not unilaterally replace a due cash refund with a coupon or points. Credit may be offered as a clear, voluntary alternative accepted by the client.
7. COUPONS AND POINTS
A coupon is restored only when its validity, conditions and cancellation reason allow it. Points used are restored for the unperformed portion where applicable. Points earned from a cancelled or refunded transaction may be reversed. Antifraud rules and general or per-person limits remain effective.
8. UNCLAIMED GARMENTS
The notice and custody procedure in Article 53 of Panama Law 45 of 2007 applies. Any 45-calendar-day period begins only when the legal notice requirements are met and does not create automatic abandonment without evidence.
9. PROTECTION AGAINST ABUSE
Lavé may reject fraudulent requests, preserve evidence, suspend promotions or new orders while a debt or investigation remains, recover duplicated benefits and charge lawful actual costs. Measures will be proportionate, documented and will not prevent non-waivable rights.
10. CONTACT AND COMPLAINTS
Support: info@lavelaundry.services, WhatsApp +507 6360-6030 or https://lavelaundry.services. A client may also contact ACODECO without first exhausting Lavé's internal channels.