01How do I place an order or book my clothes for Wash by Kilo?
Once you download the app, register with Pincode, Address and Phone no. Next just add your no of clothes and your pickup date and pay the advance and order will be placed.
Help
Frequently Asked Questions
Quick answers about booking, pickup, wash by kilo, payments, and delivery on MetroGini.
02What's the process and where are my clothes washed and who handles them?
Your clothes are processed by our highly trained, experienced Metrogini partners within your zone, who utilize professional-grade washing machines and expert sorting, tagging, and packaging techniques. However MetroGini takes full responsibility for the entire service to guarantee your absolute satisfaction.
03When can I schedule pickup and delivery? Can I reschedule my pick up?
Pickup is done as per the slot you book on the app.
Delivery schedules are pre-decided and clearly indicated while you make the pick up order.
Delivery slots are automatically assigned based on your pickup slot.
If the delivery timing doesn't suit you, you can change your pickup slot, and the delivery slot will adjust accordingly.
You can reschedule your booking within 4 hours of booking. You can also connect with us on the WhatsApp button seen on the app.
04Why do I have to put minimum 12 clothes or why is the app not allowing clothes less than 12 pieces? Can I put only 8 garments in the app?
To maintain affordable service and essential pick up our costs are set up to 12 items or Min 3kg. You are welcome to send 8 pieces even after you book for 12 items, but please note you will be billed for min 3kg + GST.
05How do I know my weight of the clothes when I do the booking?
Garments vary greatly in weight for example, tops. Hence we use a simple step of 12 items rather than the weight. As a general thumb rule a standard 12-item order typically averages around 3 to 4 kg, depending on your specific mix.
Below is the Kilo approximation of clothes / garments:
- 12 to 14 clothes — 3.0 to 5.0 kg
- 15 to 18 clothes — 5.0 to 7.0 kg
- 19 to 25 clothes — 8.0 to 11 kg
06Are my clothes / garments washed separately? Are whites washed separately?
Your garments are washed in a lot of 10 kgs batches. We wash your clothes / garments with utmost care ensuring high quality cleaning and maximizing efficiency.
Whites and colored clothes are always washed separately.
07How do you handle fabric care and stains?
We take extra care with all your fabrics. We use fabric friendly detergents and softeners at all our laundry partners.
Stains must be highlighted in advance in the special instructions section and are treated separately, with additional charges based on fabric type, stain type, and size.
If our team discovers a stain while sorting, we will notify you with the stain photo and cost via In-app alert, SMS, WhatsApp or Email with a pre-approval before attempting the removal.
Please note that while we always try our best, some stains may not be fully removed and this specialised treatment will still be charged extra regardless of the final result.
08What items are not accepted?
We strictly do not accept:
- Undergarments
- Socks
- Sarees
- Blazers
- Suits
- Delicate or embroidered garments or any other very expensive or fragile garments
09When do I need to make the final payment and what's the process?
You will have to pay Rs 500 while booking. After pickup, your clothes are weighed and checked by the laundry. The same will be notified and shared with you along with final price on the Metrogini In-app alert, SMS, WhatsApp or email within 12 hours and you have to make your final payment as per your weight one day before the delivery date.
10How do I know whether my garments are ready as per schedule?
Your delivery will be completed as per schedule. In case of any delay we will inform you via WhatsApp or In-app messaging.
Drop us a quick message on WhatsApp with your order number from the registered mobile no and our team will instantly share your scheduled delivery window.
11What if my clothes go missing or if they are damaged?
There is a small chance of your garments going missing or mixed up with others as we follow proper baggage tagging and washing tagging. In case of a mix up or if your clothes go missing please reach out to us on WhatsApp and we will sort the same.
We have clearly mentioned the same in our Terms of Use and Service.
