Terms and Conditions — Panama
Version 1.1
Effective date: September 13, 2026
Controlling version: Spanish; this English text is a convenience translation.
These Terms are an agreement between the user and Malaquita International, S.A., a Panamanian company that operates the Lavé platform in the Republic of Panama, RUC 155687125-2-2019 DV 66, located at Edificio Telva Graciela, Office L-A, Republic of Panama. By creating an account, accepting these documents or confirming an order, the person states that they read and accepted them.
Mandatory consumer, privacy, electronic-commerce and other applicable laws prevail over any incompatible provision. Nothing in these Terms removes rights that cannot lawfully be waived.
1. SCOPE
These Terms govern the Lavé client app and, where applicable, informational functions and forms at lavelaundry.services. Driver, laundry and administration applications are governed by separate operational, employment or commercial conditions.
The Privacy Policy and Cancellation Policy for Panama form part of this agreement. The applicable version is the one shown in the selected language and recorded electronically upon acceptance.
2. LAVÉ AND PARTNER LAUNDRIES
Lavé provides technology and coordinates requests, payment, logistics, tracking and support. Garment processing is performed by a partner laundry selected according to coverage, availability, capacity and specialty.
To the extent permitted by law, each participant is responsible for its own actions and obligations. Lavé does not assume duties belonging exclusively to a partner laundry, card issuer, payment provider, telecommunications provider or mapping service. Lavé will nevertheless manage claims within its responsibility and meet any liability that cannot legally be excluded.
Lavé may reassign drivers, laundries or sub-orders for capacity, safety, garment protection or continuity. Reassignment does not authorize an undisclosed or unaccepted charge.
3. ELIGIBILITY, ACCOUNT AND SECURITY
The account must belong to an adult with legal capacity to contract. The holder must provide accurate, current information and protect passwords, email, device and access codes. Impersonation, promotional abuse, manipulation of prices or evidence, fraudulent refund requests, bad-faith payment disputes, harassment, interference with security and unlawful use are prohibited.
Lavé may verify identity, contact details, address, ownership of a payment method and risk indicators before accepting or continuing an order. Accounts are personal and non-transferable.
4. COVERAGE AND AVAILABILITY
Services are offered only in enabled operating areas in Panama. Catalog, prices, schedules and express availability may vary by area, laundry, capacity and time. Availability is indicative until confirmation. Lavé may reject or reschedule due to lack of capacity, safety risk, inaccessible address, insufficient information, technical failure or force majeure.
5. ORDER CREATION AND PERFORMANCE
The client selects an address, garments or weight-based service, service type, regular or express priority and an available time. Before confirmation, the app displays the estimated price, fees, currency, applicable taxes and relevant conditions.
The order is subject to payment, coverage and capacity verification. Electronic confirmation forms the agreement unless an obvious error is lawfully corrected. Lavé may split an order among specialized laundries without charging for the split unless another cost was disclosed and expressly accepted. Completion times are estimates and may be affected by volume, fabric, incidents, traffic, weather, capacity, force majeure or client instructions.
6. PRICES, TAXES AND PAYMENT
Panama orders are shown and charged in United States dollars (USD). The final price may include billable garments or weight, service, express priority, softener, delivery, minimum order, taxes and other items disclosed before confirmation.
If a displayed price contains an obvious error, Lavé may correct it and request renewed acceptance before processing. If the client rejects the correction, the order is cancelled and collected amounts are refunded as required by law.
Payment methods depend on the active configuration. A third-party provider processes card details; Lavé does not store a full card number or security code. Payment is not final until the provider confirms it. Lavé may suspend service or reject new orders for an unpaid balance, reversed payment, fraud or bad-faith chargeback, subject to legal rights.
7. GARMENT, WEIGHT AND SERVICE VERIFICATION
Counts and weights entered before laundry receipt are preliminary. The laundry performs final verification and may submit photographs and itemized evidence. Administration reviews the evidence before requesting additional payment or granting a credit.
If more payment is due, the affected process is paused and the client receives a localized notice stating the USD amount. The client has 12 hours to accept or reject. If accepted, the client completes payment through an available method, and the order resumes only after provider confirmation. The system then records payment and notifies the client, administration and laundry.
If rejected or unanswered on time, only the originally accepted items are processed and additional items are returned unprocessed when possible. If the difference favors the client, Lavé may correct the total, issue a refund or offer a voluntarily accepted credit according to payment method, law and technical capability.
8. CLIENT DUTIES AND GARMENT CONDITION
The client must empty pockets; disclose stains, existing damage, delicate fabrics, decorations, color instability, alterations and care instructions; not submit hazardous, contaminated, illegal, flammable, sharp or biological materials; provide an accurate and safe address, active phone and authorized recipient; and promptly inspect delivery and report missing or damaged items with available evidence. Reporting within 48 hours helps investigation but does not shorten a non-waivable legal period.
Some changes result from ordinary wear, hidden defects, manufacturer instructions, weak dyes, inherent shrinkage, adhesives, decoration, fasteners, prior treatment or permanent stains. Within legal limits, Lavé and the laundry are not responsible for an unavoidable result despite reasonable care or one caused by information withheld by the client.
For a claim, Lavé may request proof of purchase, age, prior condition, photographs and the garment for inspection. If compensation is due, Lavé may, according to law and circumstances, re-clean, repair, replace with comparable value, refund or offer a voluntarily accepted credit. Use, age, prior condition and proven value may be considered. To the maximum lawful extent, indirect loss, lost profits and sentimental value are excluded; this limit does not apply to fraud, gross fault or non-waivable rights.
9. PICKUP, DELIVERY AND ABSENCE
If no authorized person is available or an address is wrong or unsafe, the driver may document the attempt, leave and reschedule. Only charges disclosed in advance or reasonable actual costs permitted by law may apply. Unclaimed garments are handled using the notice and custody procedure required by Article 53 of Panama Law 45 of 2007.
10. CANCELLATIONS, REFUNDS, COUPONS AND POINTS
The current Panama Cancellation Policy applies. Refunds are made to the original payment method when possible within the applicable legal period. A due cash refund is not replaced by a coupon or points unless the client voluntarily chooses that option.
Coupons and points are subject to validity, country, eligibility and general or individual use limits. They are not cash, may not be sold, and may not be combined unless stated. Balances caused by error, fraud, refund or chargeback may be corrected with supporting evidence.
11. COMMUNICATIONS
Operational messages may be sent through the app, push notification, email, phone or an enabled messaging channel. Messages necessary to perform an order are not advertising. Marketing requires the authorization applicable by law and a free, easy opt-out.
12. SUSPENSION AND TERMINATION
Lavé may restrict, suspend or terminate an account for breach, fraud, promotional abuse, nonpayment, bad-faith chargeback, unauthorized use, danger to people or property, platform-security risk or a lawful request. When reasonable and required, the user will be told the reason and given an opportunity to explain. Accrued obligations and provisions intended to survive remain effective.
13. TECHNOLOGY AND FORCE MAJEURE
The platform depends on networks, app stores, payment, maps, messaging, hosting and storage providers. Lavé seeks reasonable continuity but does not guarantee uninterrupted operation or absolute accuracy of third-party services. Maintenance, provider changes and reasonable alternatives may be used.
Neither party is responsible for delay caused by an event beyond reasonable control, provided the impact is mitigated and required notice, rescheduling or refunds are given.
14. INTELLECTUAL PROPERTY
The Lavé name, software, designs, text, interfaces and content are protected. The user receives a limited, personal, revocable license to use the service under these Terms. Copying, reverse engineering, automated extraction, bypassing controls or unauthorized trademark use is prohibited.
15. CHANGES AND VERSIONS
Lavé may amend these Terms for legal, operational or technical reasons. Material changes will be communicated before taking effect and renewed acceptance requested when required. An amendment will not retroactively remove an accrued right. Versions are retained.
16. LAW, COMPLAINTS AND CONTACT
These Terms are governed by the laws of the Republic of Panama, including Law 45 of 2007 and Law 81 of 2019, without limiting mandatory consumer rights. Internal support does not prevent a complaint to ACODECO or another competent authority. A mandatory local forum cannot be excluded.
Contact: info@lavelaundry.services, WhatsApp +507 6360-6030, https://lavelaundry.services or Edificio Telva Graciela, Office L-A, Republic of Panama.
17. WEBSITE FORMS
Website forms provide information and receive contact, laundry, partnership or franchise inquiries. Submitting a form does not create a franchise, employment, partnership, exclusivity or acceptance obligation. Lavé may verify or reject an inquiry that does not meet its criteria. Actual client orders remain governed by the conditions accepted in the app.