Customer guide

Who we are, where to find us, our opening hours and every way to reach us.

100% Cleaners is a professional laundry and dry-cleaning business in Harare. Drop your laundry at one of our shops, book online, or message us on WhatsApp — we wash, dry, iron and fold, and can collect and deliver too.

Our shops

Opening hours

We are open every day of the week.

How to reach us

What we do, how coupons work, express service and dry cleaning.

Here are our services and their current prices. Most washing services are priced per coupon; ironing, steaming and stain removal are priced per item.

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What is a coupon?

A coupon is our unit for a load of laundry. One coupon is about a level 20-litre bucket (or container) of clothes for most services and packages. If you have an extra half bucket, ask for the half bucket option: it adds half the price, or half a coupon if you pay with coupons. For example, 2 buckets and a half of Wash & Fold is 2 × $6 + $3 = $15, or 2½ coupons.

Express service

In a hurry? Choose Express Wash or Express Wash, Fold & Iron for faster turnaround. Normal orders are usually ready in 24 to 48 hours, depending on how busy we are.

Dry cleaning

• Dry cleaning is priced at the shop, after we have seen the items — it is not booked online.
• Bring dry cleaning to a shop. We can deliver your dry cleaning back to you, but we cannot pick it up.
• You get a dry cleaning receipt with a number. Keep it: quote that number (or your order number) when you ask about your dry cleaning, on WhatsApp, by phone or in the shop. Our updates mention it too.

Save with a monthly package: how to buy one, use the coupons and keep track of them.

A monthly package gives you a set of coupons for one service at a lower price. Use them for your bookings during the month.

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How to buy a package

1. 1Create your free account on our website (Sign up). Packages are bought online, linked to your account.
2. 2Start a booking (Book) and, at payment, choose Buy Monthly Package.
3. 3Pick the package. Coupons for this booking are used straight away; the rest are saved for later. The package pays for its own service only; anything else in the order is on your invoice.
4. 4You will see your coupons and their expiry date under Coupons on the website.

Up to 2½ coupons per order

A monthly package is meant to be used over the month, a little at a time, not all in one go. So one order can use at most 2½ coupons from a package. An order of 3 or more coupons does not qualify: you cannot buy a monthly package for it or pay for it with your coupons, and it is paid at the normal price. This keeps packages fair for everyone.

Using your coupons

• When you book online, choose Use Existing Coupons at payment. The right number of coupons is deducted (up to 2½ per order).
• In a shop, tell the attendant you want to pay with your coupons.
• Check how many you have left on the website (Coupons) or ask our WhatsApp assistant: "How many coupons do I have?"

Seven quick steps on our website, and the three ways to pay.

Sign in on our website and press Book. The booking takes seven short steps:

1. 1Branch — choose the shop that will handle your order.
2. 2Service type — On-Site Residential (we come to your building and service your laundry on-site) or Pick-Up & Delivery (we collect your laundry and bring it back clean).
3. 3Services — choose what you need and how many coupons or items.
4. 4Schedule — pick a day and a time slot.
5. 5Address — where we collect from or where the service happens. Your saved address is filled in.
6. 6Laundry items — roughly how many tops, bottoms, bedding and so on (it helps us check everything comes back).
7. 7Review — check everything, choose how to pay, and confirm. You get an order number like #AB12CD34.

Three ways to pay when booking

Book, check orders and get answers on WhatsApp, day and night.

Message +263 77 438 7373 on WhatsApp. Our assistant, Jasmine, answers straight away. Say "Hi" or "Menu" to see what she can do.

What the assistant can do

• Prices and quotes — for any services, with pickup or delivery fees.
• Book a service — drop-off or pickup. She shows a summary and books only after you say yes.
• Order status — where your order is, by its number (e.g. #AB12CD34).
• Pickup or delivery — request, or cancel before it is collected.
• Invoices, receipts, coupons and your account statement.
• Happy hour and anything else about how we work.
• Talk to a person — whenever you like.

Connect your account (for your orders and invoices)

If your account has the same phone number as your WhatsApp, the assistant knows it is you. If not, connect them once:

1. 1Sign in on our website and open Profile.
2. 2Press Connect WhatsApp. You will see a short code like LINK AB12CD.
3. 3Press Open WhatsApp (or send the code to +263 77 438 7373 yourself) from the number you want to connect.
4. 4The assistant confirms: your WhatsApp is now connected.

Good to know

• You can send voice notes (in English, Shona or Ndebele) and photos — for example of a stain.
• Anything she cannot answer, or any complaint, becomes a ticket for our team. She gives you the ticket number and our phone and email, and can arrange a call back.
• We send your order updates on WhatsApp if you have chatted with us. Reply STOP to turn them off and START to turn them back on.
• Monthly packages are bought online (see "Monthly packages and coupons").

What each order status means, and how we keep you posted.

Every order has a number (like #AB12CD34) and moves through these steps:

How we keep you posted

• On the website — your order page shows the status and its history; the bell shows notifications. Turn on notifications on the Notifications page to get them on your phone.
• On WhatsApp — updates as your order moves on (if you have chatted with us).
• When it is completed — your order page asks "Have you received your clothes?". Please tap Yes, I have received my clothes so we know all is well.

Free happy-hour collections, our fees by distance, and how to request a pickup or delivery.

Happy hour: free pickup and delivery

Every day from 12:00 to 14:00 (Sundays too), pickup and delivery are free for addresses within 5 km of Groombridge Mall. Choose the 12:00 PM - 2:00 PM time slot when you book or request.

Fees at other times or further away

Outside happy hour, or more than 5 km away, we charge by distance from Groombridge Mall. One trip (just a pickup, or just a delivery) costs the first price; both trips for the same order together cost the second price.

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How to request a pickup or delivery

1. 1Open your order on the website (Orders, then the order) — or ask our WhatsApp assistant.
2. 2Press Request pickup (while the laundry is still with you) or Request delivery (until the order is finished).
3. 3Give the address, a contact name and a phone number — always needed, even in happy hour.
4. 4Choose the day and time slot. Press Use my current location if you are at the address, for an exact distance.
5. 5You see the fee before you confirm. Any fee is added to your invoices.

Following your pickup or delivery

• You can cancel a request before it is collected — on the order page or on WhatsApp. A fee for a cancelled trip is cancelled too.
• We cannot pick up dry cleaning; we can deliver it.
• Please make sure someone is at the address in your time slot, with the phone you gave us switched on.

How to pay, and where to find your invoices, receipts and balance.

Ways to pay

We accept cash, card (Visa and Mastercard), EcoCash, InnBucks, O'mari and bank transfer. You can also pay with coupons from a monthly package.

Invoices

• Every order gets an invoice. A pickup or delivery fee gets its own small invoice.
• See them on the website under Invoices, with what you owe. Your dashboard shows your total balance due.
• Paying by invoice? Pay at the shop when you collect, or as agreed with our team.

Receipts and statements

• Every payment we record gives a receipt — see them under Receipts.
• Ask our WhatsApp assistant for your account statement: what you were invoiced, what you paid and what you owe.

How long things take, how we care for your clothes, and what to do if something goes wrong.

How long it takes

Most orders are ready in 24 to 48 hours, depending on the load. Express services are faster.

Helping us care for your clothes

• Empty all pockets — we cannot be responsible for items left in them.
• Tell us about stains, delicate fabrics or special care when you book (there is a box for special instructions).
• Check care labels: we will tell you before starting if an item needs a different service or price.

If something is wrong

If an item is damaged or missing, or you are unhappy, tell us as soon as possible with your order number:

• On the website: open the Support Chat (bottom of the screen). Your tickets are under My tickets.
• On WhatsApp: describe the problem; the assistant opens a ticket and can arrange a call back.
• Quote your ticket number whenever you call or visit us about it.
• When we mark a ticket resolved and you do not reply, it closes after three days. If you still need help, just message us again.

Signing up, your profile, notifications, and your data.

Your free account

• Sign up on our website with your email (or Google). You need an account to book online and to buy monthly packages.
• Profile — keep your name, phone and default address up to date. Connect your WhatsApp here too.
• Dashboard — your active orders, coupons, balance due and pickups or deliveries in one place.
• Notifications — turn on phone notifications to hear about your orders straight away.

Your data

• Read how we use your information in our Privacy policy and our Terms of service (links at the bottom of every page).
• To have your data deleted, send "Delete my data" on WhatsApp, email us, or ask in a shop. See Delete your data for what we keep (invoices the law requires).

The questions customers ask most.