Terms of Service

1. Who we are and how to reach us

The service is sold and provided by Niche Compute Ltd, trading as Kara Wash, company number 17424414, registered in England and Wales, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

You can contact us at any time by email at hello@karawash.com, by telephone or message on +267 72 660 540, or through karawash.com. Email reaches us fastest and gives us both a written record. We will normally reply within two business days.

The washes themselves are carried out on our behalf by an independent, locally licensed service partner in Botswana. That partner works for us under contract. Your agreement is with us alone, and we remain responsible to you for the service, for payments, for refunds and for putting things right.

2. These terms, and who may use the service

You must be at least 18 years old and able to enter into a binding contract to hold an account or make a booking. By booking you confirm that you are.

You may book only for a vehicle you own, or one you have the owner’s permission to have washed, and for an address where you are entitled to have the work carried out.

We may update these terms; section 18 explains how, and what happens if you do not accept a change. The version that applies to a booking is the version in force when you place it.

3. The service we provide

We wash your car where it is parked, at home or at work, in a time slot you choose in the app. A wash is a single full clean, inside and out. There are no tiers to choose between and no paid extras.

We bring our own equipment and our own water, so you do not need to provide anything. If you would rather we used your tap, you can tell us when booking and a discount applies (section 5).

Allow roughly 45 minutes per car. We contact you about 30 minutes before we arrive. Please make sure the car is parked where you told us it would be, and that we can reach it.

We aim to arrive within your slot. If we are going to be late for a reason we cannot avoid, we will tell you as soon as we know, and you may then choose to wait, to move the booking to another slot at no charge, or to cancel it for a full refund.

We currently serve Gaborone, Mogoditshane and Tlokweng only. If you book for an address outside that area we will contact you and refund the booking in full.

4. How a booking is made

Slots shown in the app are an invitation to book and are offered subject to availability. Your booking is an offer to buy. A contract is formed, and the slot is yours, only when payment succeeds and the booking appears under Bookings in the app.

Before you pay, the app shows you the full price, the car or cars included and their size, the address, the date and the time, and lets you go back and change any of it or abandon the booking entirely. Please use that opportunity to check the details, because it is how we meet our obligation to let you review and correct your order before you commit.

The date and slot you choose are the agreed time for us to perform the service.

The contract is concluded in English. We keep a record of it: every booking, its price and what happened to it stays available to you under Bookings in the app for as long as your account exists. The version of these terms that applies to a booking is always available at karawash.com/terms, where you can read, save or print it.

We do not take same-day bookings, and we do not wash on Sundays. Our working day runs from 6:00 to about 19:00, Monday to Saturday, with the last wash starting at 18:15.

If we cannot provide the service you have booked, we will tell you as soon as possible and refund you in full within 30 days of telling you.

5. Prices

All prices are in Botswana Pula, are inclusive of any taxes that apply, and are shown in the app before you pay. There are no hidden fees and no charge for travel.

Prices are per car and depend on the size class you choose when you add the car. A single wash is P149 for a small car (sedan, small SUV) and P189 for a big car (van, big SUV). Monthly plan prices are set out in section 7.

Two discounts may apply. If we wash more than one car in the same visit, P30 comes off for each additional car, provided every car is parked together at the same address when our team arrives. If you let us use your water supply, P15 comes off that visit.

We may change our prices. A change never affects a booking you have already paid for, and for a monthly plan section 7 and section 18 apply. The price shown at checkout is the price you pay. We will never add a charge when we arrive, for the size of the car or for anything else.

6. Payment

Payment is taken by card through Stripe, our payment processor. We do not see or store your full card details. Your card statement will show the payment as Kara Wash.

You are paying Niche Compute Ltd, a company based in the United Kingdom. We are responsible for your payment, for any refund due to you, and for handling any dispute or chargeback.

When you pay, your card may be saved with Stripe so that you can pay again quickly and, for a monthly plan, so that the plan can renew. You can see and remove your saved card in the app at any time.

We send you a receipt by email for every payment.

If a payment fails we will tell you in the app. A booking that is not paid for is not confirmed and the slot is released. If a plan payment fails, section 7 applies.

7. Monthly plans

A monthly plan gives you a fixed recurring slot and a lower price per wash. There are two plans: two washes a month and four washes a month. Plans are billed monthly in advance, per car, at the price for that car’s size class: P270 or P506 a month for a small car, and P350 or P659 a month for a big car.

A plan renews automatically each month, and your saved card is charged on the same day of the month as you took the plan out, until you cancel it. You can switch between plans or cancel at any time in Settings.

If you change a car’s size class while it is on a plan, the monthly amount changes from your next billing date. Nothing is charged or refunded mid-month for the change.

If you cancel a plan it ends immediately: upcoming plan visits are removed from Bookings and the month you have already paid for is not refunded on a pro rata basis. This does not affect your statutory right to cancel a new plan within seven days under section 10.

If a renewal payment fails we will retry your card, tell you in the app, and write to you by email. We will give you at least seven days to update your card or pay by another means. Washes are paused until the payment succeeds.

Individual visits within a plan cannot be cancelled separately. You can reschedule them (section 11), or cancel the plan itself.

8. Gift cards

Gift cards are sold at karawash.com and are governed by our Gift Card Terms, published at karawash.com/gift-card-terms, which form part of your agreement with us when a card is bought or used.

In summary: a card covers one full wash whatever the size of the car, it does not expire, and it is redeemed against a single one-off booking. A gift card cannot be applied to a monthly plan. A card bought as a multi-wash card is redeemed with our team at the wash rather than in the app.

9. Wash rewards

Every completed wash earns one stamp per car, whatever the car’s size. When you reach ten stamps, your next booking includes one free wash, up to the price for that car’s size (P149 for a small car, or P189 where the booking includes a big car). The reward is applied automatically at checkout and ten stamps are deducted.

Stamps have no cash value, cannot be sold or transferred, and are not property. If a wash is refunded, any stamps spent on it are restored and the stamp earned for it is reversed.

We may change or end the rewards scheme for the future, telling you in the app first. A change only ever affects stamps earned after it takes effect. Stamps you have already earned do not expire and will always be honoured on the terms in force when you earned them.

10. Your right to cancel within seven days

Botswana law gives you a right to cancel that is separate from, and in addition to, anything else in these terms. Under section 35 of the Electronic Communications and Transactions Act 2014 you may cancel a service bought online within seven days of entering into the agreement, without giving a reason and without penalty.

To use that right, email us at hello@karawash.com from the address on your account, or call or message +267 72 660 540, and tell us which booking or plan you are cancelling. You do not have to give a reason and we will not charge you a cancellation fee. We will confirm in writing.

For a single wash: if you cancel within seven days of booking and before the wash has begun, you get a full refund. When you book a wash for a date inside those seven days, you are asking us to begin the service within that period. Once we have begun the wash at your request, the seven-day right no longer applies to it, because the service has begun with your consent. This does not take away any other right you have.

For a monthly plan: if you cancel within seven days of taking out the plan, we refund what you have paid, less the price of any wash we have already carried out for you at your request in that period.

If you cancel under this section after paying with a gift card, the gift card is restored as well.

We will make any refund due under this section within 30 days of the date you cancel, to the card you paid with where possible, or otherwise by a method we agree with you.

This right cannot be excluded or reduced by agreement (section 37 of that Act).

11. Changing or cancelling a booking at other times

Outside the seven-day right in section 10, the following applies.

You can reschedule an upcoming booking yourself in the app. Rescheduling is free if you do it more than 12 hours before your slot. Within 12 hours of the slot a P30 late rescheduling fee is added, because the slot can no longer realistically be resold. The app tells you which applies before you confirm.

The app does not currently offer a self-service cancel button for a single wash. To cancel outside the app, contact us at hello@karawash.com or on +267 72 660 540 and we will deal with it. Where you are cancelling under section 10, or where we are at fault, you will not be charged.

If our team arrives at your slot and cannot reach or find the car, or nobody can give access, we may treat the visit as completed and no refund is due. We will always try to reach you first. This does not affect your right to cancel under section 10 before the visit takes place.

We may cancel or move a booking if the weather makes washing unsafe or pointless, if access is unsafe, or for another good reason. If we do, we will offer you another slot or a full refund, as you prefer.

12. Access, and what we need from you

Please give us accurate contact details, an accurate address and any gate, boom or access notes we will need, and keep them up to date in the app.

Please park the car where you told us it would be, leave it accessible, and make sure we are allowed to work at the address. If you live in a complex or an office park, please arrange any access we will need.

Please tell us if there are dogs at the property, using the question in the app, so that our team can approach safely.

Please remove valuables, loose items, and anything fragile or unusual from the car before the wash. Section 14 explains our responsibility for anything left inside it.

Please treat our team with respect. We may refuse or stop a wash, and may suspend an account, if our team is threatened, abused or put at risk.

13. If something goes wrong

We take care of your car and put it back as we found it. If you are not happy with a wash, tell us as soon as you can and we will put it right. We will offer to re-clean the car at no charge, or, if you prefer or a re-clean cannot put it right, refund a fair part of the price, reflecting how far the wash fell short.

If you believe we have damaged your car, please tell our team at the time if you can, and otherwise contact us at hello@karawash.com as soon as you can, ideally within 48 hours of the wash. Please include photographs and a description of what you have found. Reporting quickly matters because it lets us investigate while the evidence is fresh and is often the only way to tell new damage from damage that was already there. A later report will still be considered; it may simply be harder to show what happened.

Our team may photograph your car before and after the wash, which helps both of us show what condition it was in. We will investigate, and may ask to inspect the car or to obtain a repair quotation. Where we are responsible, we will arrange for the damage to be repaired or pay the reasonable cost of repair.

We are not responsible for damage that was already present, for ordinary wear, for rust, for paint or trim that was already failing, for damage arising from a fault or modification we could not reasonably have identified, or for damage caused by information you gave us that was wrong.

14. Our responsibility to you

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded, including rights you have under Botswana consumer law.

Subject to that, we are responsible to you for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if we both knew it might when you booked.

Where we are responsible for physical damage to your vehicle, we will pay the reasonable cost of repairing it, or, if it cannot economically be repaired, its market value immediately before the wash.

We ask you to remove valuables before the wash (section 12). If money, electronics, documents, keys or other valuables are left in the vehicle and are lost or damaged, we are responsible only where that is caused by our negligence.

We provide the service to you as a consumer. We are not responsible for loss of profit, loss of business, business interruption or loss of an opportunity.

We do not currently hold a separate insurance policy covering damage to customer vehicles. Claims that we accept are met by us directly.

15. Your account

You can sign in with Google, with Apple, or with a six-digit code sent to your email address. Keep access to your account and to your email secure, and tell us promptly if you think someone else is using it.

You are responsible for bookings made through your account.

We may suspend or close an account that is being used fraudulently or abusively, that is being used to abuse the rewards or gift card schemes, or where our team has been threatened or put at risk. Where we do, we will tell you why unless the law prevents us, and we will refund anything you have paid for a service you have not received.

You can delete your account yourself at any time, in Settings, under Delete account. Deletion is immediate and cannot be undone. If you have a paid wash still to come, you can delete once that wash is done. Deleting ends any monthly plan straight away on the terms in section 7. What we keep afterwards, and why, is set out in our Privacy Policy, and karawash.com/delete-account explains the steps.

16. Your personal information

We use your personal information only as set out in our Privacy Policy, which explains what we collect, why, who else handles it, how long we keep it and what rights you have. It forms part of this agreement. You can read it in the app in Settings, under Help and legal, or at karawash.com/privacy.

17. Complaints

If you are unhappy with anything, please tell us at hello@karawash.com, with your booking details and what went wrong. We will acknowledge your complaint within two business days and aim to resolve it within 14 days. Coming to us first is a request, not a condition: it does not affect any other right you have, including the right to dispute a card payment with your bank.

A complaint about how we handle your personal information can be made in the same way; our Privacy Policy explains your rights.

We do not currently subscribe to an alternative dispute resolution scheme.

If we cannot resolve it between us, you may complain to the Competition and Consumer Authority, Plot 28 Matsitama Road, Main Mall, Gaborone, telephone +267 393 4278, email info@cca.co.bw, or take the matter to court. Section 21 explains which courts.

18. Changes to these terms and to the service

We may change these terms, for example to reflect a change in the service, in our prices, or in the law. The current version is always available in the app and at karawash.com/terms.

A change applies only to bookings made after it takes effect. It never changes the terms of a booking you have already paid for.

A monthly plan continues from month to month, so it is treated differently. We will not change the terms of your existing plan without your agreement. If we want to change the price or a material term, we will ask you at least 30 days before the change would take effect. If you accept, the change applies from your next billing date after that. If you do not, your plan continues on its existing terms until the end of your current billing period, after which we may end it, and we will not charge you anything further.

We may also change the service itself, for example the slots we offer or the area we cover. If a change means we can no longer provide something you have paid for, we will tell you and refund you.

19. Events outside our control

We are not responsible for failing to perform, or for delay in performing, where the cause is outside our reasonable control, including severe weather, flooding, failure of public utilities, civil unrest, or an act of government. If such an event occurs we will contact you as soon as possible, and we will offer you another slot or a full refund.

20. Other important terms

This agreement is between you and us. Nobody else has any right to enforce it.

We may transfer this agreement to another business. If we do, we will tell you, and your rights under it will not be affected.

If a court finds any part of these terms unlawful, the rest continues to apply.

If we delay in enforcing a term, or do not enforce it, that does not prevent us from enforcing it later.

These terms, together with the Privacy Policy and, where relevant, the Gift Card Terms, are the whole agreement between us about the service.

21. Governing law and where disputes are heard

These terms, and any dispute or claim arising out of or in connection with them or the service, are governed by the law of Botswana.

The courts of Botswana have jurisdiction to hear any such dispute. That is where you live and where the service is provided, and we agree to answer any claim you bring against us there.

Nothing in this section limits any right you have under Botswana consumer law, including the Consumer Protection Act 2018 and the Electronic Communications and Transactions Act 2014.