Legal
Terms & Conditions.
Last Updated: 22 March 2026 · Otter Private Limited
These Terms and Conditions govern your use of the otter mobile application and services ("Platform") operated by Otter Private Limited. By accessing or using the Platform, you agree to these Terms.
What is otter?
otter is a technology marketplace platform that connects customers with independent third-party laundry service providers ("Partners").
- otter does not provide laundry services directly
- otter does not own, operate, or control any Partner
- All services (washing, ironing, handling garments) are performed solely by Partners
otter's role is limited to:
Partner Responsibility
Each Partner is independently responsible for:
- Service quality
- Garment handling
Pickup & Delivery
- Customers must verify the identity of the pickup/delivery agent
- Customers must ensure no valuables are left in garments
otter is not responsible for:
- Loss of valuables
- Incorrect handover due to user negligence
Issues (missing/damaged items) must be reported immediately upon delivery.
Orders & Pricing
- Prices shown on the Platform are provided by Partners
- Weight-based services are estimates — final pricing depends on actual measurement during pickup
- otter does not control or guarantee pricing
Payments
- Payments are processed via third-party payment gateways
- otter does not store payment credentials
Liability Disclaimer
To the maximum extent permitted by law:
otter is not liable for:
- Garment damage
- Loss of items
- Service delays
- Poor service quality
Liability rests entirely with the Partner. otter is also not responsible for:
- Pre-existing garment damage
- Color bleeding or shrinkage
- Normal wear and tear
User Responsibilities
Users agree to:
- Provide accurate information
- Not misuse the platform
- Not engage in fraud or abuse
otter reserves the right to suspend accounts violating these Terms.
Intellectual Property
All platform content, branding, and design belong to Otter Private Limited and may not be reused without prior written permission.
Termination
otter may suspend or terminate user access for:
- Fraud
- Abuse
- Violation of Terms
Force Majeure
otter is not liable for delays caused by events beyond its control, including:
- Natural disasters
- Strikes
- Government actions
- Logistics disruptions
Refund Policy
Part of otter's Terms & Conditions
Raising a Query
Issues such as damaged or missing garments must be reported within 6 hours of delivery.
Eligibility for Refund
- Refunds are capped at the invoice value or ₹1,000, whichever is lower
- Refunds issued only after the otter team has completed and verified its assessment
- Complaints after 6 hours are not eligible
- Tampering, misuse, or alteration may result in refusal and account suspension
Refund Process
- Standard refunds processed within 7 business days
- UPI/COD refunds may take up to 21 business days
Exclusions
otter is not liable for:
- Natural disasters, fire, floods, riots
- Normal wear/tear, shrinkage, or colour bleeding
- Pre-existing damage
- Valuables left inside garments