Find answers to the most common questions about booking laundry, tracking orders, payments, and more.
Try different keywords or contact support.
SmartLaundry Connect is a marketplace that connects you with trusted local laundry stores and delivery riders. Here's how it works:
You can track your order in real time at every stage.
We currently operate in: Lekki, Victoria Island, Ikeja, Surulere, Yaba (all Lagos) and Abuja. We're expanding to Port Harcourt, Ibadan and other cities soon.
If your city isn't listed, you can reach out to us — we'll let you know when we launch there.
You can track your order in three ways:
We take this seriously. If your clothes are damaged or lost during the service, please raise a dispute within 48 hours of delivery via your dashboard or by contacting us at [email protected].
Our support team will investigate with both the store and the rider. Where fault is established, we will arrange a refund or compensation up to the value of the order.
We strongly recommend inspecting your laundry at the point of delivery before the rider leaves.
Yes, you can cancel an order before a rider has been assigned (usually within 15–30 minutes of booking) for a full refund. Once a rider has been dispatched, cancellation may incur a small fee to cover the rider's time.
To cancel, go to your dashboard → select the order → tap "Cancel order".
Refunds are processed within 3–5 business days back to your original payment method.
We use Paystack for all payments. You can pay with:
Payment is required upfront when you confirm your booking. We do not accept cash payments.
Yes. All payments are processed by Paystack, which is PCI-DSS compliant and licensed by the Central Bank of Nigeria. We never store your card details — they go directly to Paystack's secure servers.
Your connection to our platform is also encrypted with HTTPS/TLS at all times.
For services priced by weight (like Wash & Fold, charged per kg), the exact total depends on how much laundry you have. At booking, we collect an estimated amount based on the quantity you entered.
If the actual weight differs significantly, the store may adjust the charge. You'll always be notified before any additional amount is collected. You will never be charged more than what Paystack authorised without your consent.
Refunds are issued in these situations:
Refunds are processed back to your original payment method within 3–5 business days. Contact [email protected] to raise a refund request.
The standard delivery fee is ₦800 per order. This covers both the pickup from your address and the return delivery of your clean laundry — two trips by the rider.
The delivery fee may vary slightly based on distance and city. The exact fee is always shown before you confirm payment. Your first order includes free delivery.
Register your store at /store-register. The process takes about 10 minutes and covers your business details, services and pricing, opening hours, and bank account for payouts.
Our team will review your application within 24 hours. Once approved, your store goes live and customers in your city can start booking.
The platform commission is 10% of each order total. This means you keep 90% of what customers pay for your services. The commission covers platform costs, marketing, customer support, and payment processing.
There are no monthly fees, no setup fees, and no hidden charges. You only pay commission on completed, paid orders.
Payouts are processed every Friday via Paystack bank transfer. You'll receive your net earnings (order totals minus 10% commission) for all completed and settled orders from the previous week.
You'll receive an email summary of your weekly earnings every Friday alongside the transfer. You can also view your full payout history in your store dashboard.
Yes, completely. You set your own service names, prices, and units (per kg, per item, per set, etc.). You can update your pricing anytime from your store dashboard — changes take effect immediately.
The only restriction is a platform minimum order of ₦500 to ensure orders are commercially viable for riders.
Apply at /rider-register. You'll need to provide your personal details, vehicle information, a valid ID document (NIN, driver's licence or passport), and bank details for weekly payouts.
We review all applications within 24 hours. Once approved, you can go online in your rider app and start accepting jobs immediately.
Riders earn 70% of the delivery fee per completed order. With a standard delivery fee of ₦800, that's ₦560 per delivery. Riders who maintain high ratings and completion rates may qualify for bonus incentives.
Active full-time riders typically complete 6–12 deliveries per day, earning between ₦3,360 and ₦6,720 daily.
Earnings are paid weekly every Friday via bank transfer.
We accept riders with bicycles, motorcycles, cars, and vans. The most common and efficient vehicle is a motorcycle, which handles Lagos traffic best.
Your vehicle must be roadworthy and you must have a valid driver's licence if riding a motorcycle or driving a car or van.
Absolutely. There are no fixed hours, no minimum deliveries, and no penalties for going offline. You use the online/offline toggle in your dashboard to control when you receive job notifications.
Many of our riders work SmartLaundry alongside other commitments — it's designed to be fully flexible.
Go to /forgot-password, enter your email address, and we'll send you a secure reset link. The link expires after 1 hour.
If you don't receive the email, check your spam folder or contact [email protected].
Email [email protected] from your registered email address with the subject line "Account deletion request". We'll process your request within 7 business days.
Note: We retain minimal financial records for 7 years as required by Nigerian law, but all personal identifiers are removed.
Log in and go to your dashboard → Profile. You can update your name, phone number, email address, and saved delivery addresses at any time.
Changes to your email address will require a verification link sent to the new address before taking effect.
Our support team is available Monday–Saturday, 8 AM – 8 PM Lagos time.