Welcome to the RinseRush vendor program
As a valued vendor partner, your commitment to quality and customer satisfaction is essential to our shared success. This policy outlines the standards, responsibilities, and procedures that govern our partnership.
Important: By onboarding with RinseRush, you agree to comply with all terms in this policy. Failure to comply may result in penalties, suspension, or permanent removal from the platform.
Policy sections
Introduction & purpose
This policy establishes quality standards, operational guidelines, and dispute resolution procedures for all laundry service providers on the RinseRush platform. Our goal is to ensure customer satisfaction while maintaining fair treatment of all vendor partners.
Vendor eligibility
All vendors must be registered businesses with valid operating licences, liability insurance (minimum ₦500,000 coverage), and a physical location. Proof of insurance and business registration is required before onboarding.
Quality standards
All items must be properly washed, stain-free, odour-free, and returned in good condition. No damage, shrinkage, colour bleeding, or fabric distortion. Items must be neatly folded/packaged and protected from dirt and moisture.
Turnaround time
Standard orders: 48 hours from pickup. Express orders: 24 hours from pickup. Late deliveries incur penalties — 25% refund for standard delay, 50% refund for express delay.
Documentation requirements
Take photos of items before washing. Note any pre-existing damage on the intake form. Count items with the customer present. Use colour-coded tags per customer. Keep records for a minimum of 30 days.
Pricing & payments
Vendors set their own prices within platform guidelines. Payments are processed weekly with platform commission deducted automatically. Price changes require 7 days notice.
Customer issue resolution
Respond to customer complaints within 24 hours. Resolve all issues within 48 hours. Failure to respond results in automatic deduction and penalty. All disputes are documented in the platform.
Penalty system
Missing items: replacement cost + 20% penalty. Damaged items: repair/replacement cost + 30%. Poorly washed: free re-wash + 50% refund. Three violations within 90 days results in a 30-day suspension.
Vendor ratings & performance
Ratings are based on: on-time delivery (30%), quality score (30%), dispute resolution (20%), customer reviews (20%). Below 3 stars triggers probation; below 2 stars triggers suspension.
Claims & appeals process
Vendors may appeal decisions within 7 days with supporting evidence. Appeals are reviewed within 48 hours. Final decisions may go to independent arbitration.
Detailed policy breakdown
Dispute resolution escalation
If an issue cannot be resolved at one level, it escalates automatically to the next.
Vendor protection coverage
What RinseRush does and does not cover under the vendor accountability framework.
By onboarding as a vendor, you acknowledge that you have read, understood, and agree to be bound by this Vendor Policy. RinseRush reserves the right to update this policy with 14 days notice to all active vendors.
© 2026 RinseRush. All rights reserved. · Version 1.0 · Effective: 13th October 2025
Financial consequences for violations
Need help?
Our vendor support team is available Mon–Fri.