Customers may request to cancel or modify an order by contacting Fabrio via the contact number displayed on the order page within the application. The possibility of cancellation or modification depends on the status/stage of order execution at the time the request is registered with Fabrio, in accordance with the following:

1. Prior to Order Pickup from the Customer

The customer may request order cancellation prior to item pickup by the driver without incurring cancellation fees, provided no actual order-specific costs have been incurred.

2. After Item Pickup by the Driver

If cancellation is requested after the driver has picked up the garments but before service execution has commenced, Fabrio may accept the cancellation and return the garments, subject to charging pickup, return delivery fees, and any actual expenses incurred up to the time of cancellation.

3. After Arrival at the Laundry Facility and Prior to Service Commencement

Cancellation may be requested, and Fabrio will verify the order status. If service execution has not yet started, the order may be cancelled, subject to deducting costs for pickup, transport, sorting, preparation, return delivery, and any actual costs incurred up to that time.

4. After Service Execution Has Commenced

Once washing, cleaning, ironing, or processing of any garment has started, cancellation of the initiated service is no longer possible, and full service fees remain due. If an order consists of multiple items and processing has not begun on some of them, Fabrio may accept cancelling the uninitiated portion where practically feasible.

5. After Service Completion

Orders cannot be cancelled once service execution is complete. Refusal to accept garment delivery, failure to respond, or requesting return without delivery does not constitute order cancellation; full service charges and applicable fees remain due and payable.

6. Proof of Cancellation Timestamp

The execution stage is determined based on the official timestamp when the cancellation request is logged in Fabrio’s system and the status verified in its operational, collection, and delivery records. Fabrio reserves the right to retain communication logs regarding cancellation requests in accordance with applicable laws.

7. Inability to Execute Service by Fabrio

If Fabrio is unable to perform the service due to reasons attributable to Fabrio, the customer will not incur cancellation fees for the unexecuted portion, and any amounts paid for that portion will be refunded via the approved payment method and procedures.

8. Refunds

Eligible refunds will be processed through the original payment method or an approved method by Fabrio, subject to the timeframes and procedures applicable to the respective payment provider.