Terms and Conditions of Kleen

Last Updated: April 06, 2026

For the purposes of these Terms and Conditions, the following words and phrases shall have the meanings set opposite each of them, whether stated in the singular or plural form, and their legal interpretation shall be considered in a manner that achieves the purpose of this agreement:

• Application: It means the Kleen application owned by Kleen, available for download through electronic application stores such as Apple App Store and Google Play, which allows users to request laundry and cleaning services and manage subscriptions.
• Company: It means Clean Solutions Information Technology Company, registered in the Kingdom of Saudi Arabia, headquartered in Al Khobar – Prince Muqrin Street – Al Amal District – No. 7963 – Postal Code 34441 – 4530, and it is referred to in this agreement by the pronouns (we / us / the Company).
• Service: All laundry, cleaning, delivery, and pickup services, and any additional or complementary services provided by the Company through the application or branches.
• Customer or Subscriber: Any natural or legal person who uses the application or subscribes to one of the packages or benefits from the Company's services by any means.
• Package: The monthly subscription plan provided by the Company, which determines the number of visits, the type of services, the associated benefits, and the subscription value.
• Device: Any electronic means that enables the user to access the application or the service, including smartphones, tablets, or computers.
• Country: The Kingdom of Saudi Arabia, and it is the legal reference for this agreement.
• Approved laundries affiliated with the Company: The parties acknowledge that the following laundries are considered part of the Company's laundries network, whether owned by it or operating under a franchise system, and all the terms, conditions, and policies approved by the Company apply to them:

By using the application, subscribing to any package, or benefiting from any of the Company's services, the customer explicitly, finally, and unconditionally acknowledges and agrees to the following:

• They have read these Terms and Conditions carefully and understood them completely without ambiguity.
• They agree to comply with all clauses of this agreement without exception.
• Their age is not less than eighteen (18) years, and they have full legal capacity to contract.
• They agree to the Company's Privacy Policy governing how personal data is collected, processed, and used.
• They agree to any future updates or amendments the Company may make to these terms, provided they are notified in case of material amendments.
• Continuing to use the service after publication of any update is considered implicit and explicit acceptance of those amendments.

The customer acknowledges and commits that use of the service is subject to the following controls:

• Use is limited to personal or normal family purposes only, in accordance with the nature of the subscribed package.
• It is strictly prohibited to use the service for commercial, professional, or operational purposes, or for the benefit of any establishment or profit activity.
• The customer may not share, assign, or allow the package to be used by other parties outside the immediate family.
• The package may not be used to provide services to others or to achieve any direct or indirect financial benefit.
• The Company retains its full right to monitor usage patterns, and in the event of suspected abnormal or commercial use, it has the right to:
• Request clarifications from the customer, restrict the service, and suspend or terminate the subscription without any compensation.

Definition of the package:

• A set of services provided by Kleen in the field of laundry, which are provided to the customer for a specified subscription and for a specified period of time, according to certain benefits and usage limits including – but not limited to – the number of laundry visits, the scope of the type of items included, and the additional services associated with them.
• The package is subject to all the terms, conditions, and policies approved by the Company, including personal or family use controls, capacity limits (Kleen bag), non-commercial use, execution periods, payment and renewal policies, and any other restrictions or exceptions specified within the details of each package. The package is also considered a right to benefit from the service during the subscription period only, and is not considered permanent ownership, and its validity ends upon the end of its duration without entitlement to extension or compensation for any unused benefits, unless the Company decides otherwise.

Definition of "unlimited washing":

The term "unlimited washing" means that the financial value of the items inside the bag designated for washing is unlimited, regardless of the price of the items or their total value. This term does not include the number of items, as the number of items in each wash is limited only to the capacity of the bag (filling the bag) without consideration of their number. The bag capacity must not be exceeded, as stated in the image below.

Definition of the blankets and furnishings category

The category (blankets and furnishings) includes all products related to bedding, sleep, and accessories, including but not limited to pillows, curtains, travel bedding covers, and sofa or living-room cover faces. If a blanket is added, the customer may add any of the listed blanket accessories provided they remain inside the subscription bag only; if the blanket or any such accessory is handed in outside the bag, it is charged at the branch's approved list price and not under the package.

1. Bed sheets of all sizes and types.
2. Bedspreads and bed covers of all sizes and materials.
3. Blankets of all sizes and thicknesses.
4. Pillow covers of all sizes and designs.

This classification is used for organization and use within the service packages.

1. Services included within the packages

The packages provided by the Company include basic laundry services for daily personal clothing, which include, for example but not limited to:

• Shirts, T-shirts, and pants.
• Thobes and traditional clothing.
• Home and sportswear.
• Underwear.
• Blankets and shoes (according to what is specified in each package).

These services are carried out in accordance with the operating standards approved by the Company, and in a manner consistent with the nature of the fabrics and the appropriate washing methods.

2. Services not included

The packages do not include the following services, and they are provided – if available – according to a separate price list:

• Dry cleaning services (Dry Clean) unless explicitly mentioned in the package.
• Carpets, rugs, curtains, and large furnishings.
• Luxury dresses, evening dresses, and wedding dresses.
• Women's abayas of all kinds, due to their special nature and their need for different care.
• Sensitive clothing or clothing that requires special treatment.
• Clothing used in commercial activities such as: Restaurant clothing - workshop and factory clothing - medical and professional uniforms.

• The customer is entitled to a specific number of laundry visits per month (4 or 5 visits), depending on the type of package.
• Unlimited number of items means the quantity that can be placed inside the Kleen bag only.
• Exceeding the bag capacity is not allowed in any way.
• Unused visits cannot be carried forward, replaced, or compensated financially.
• In the event of excessive use, the Company has the right to take the necessary actions.

• Kleen grants the customer a bag designated for use within the subscription, and this bag is considered an essential part of the service delivery mechanism, through which the process of receiving and delivering clothes is organized in a standardized manner that ensures the quality of the service and the safety of the items during transportation, and its value is not included in the package. Subscribers to the Youth+ package and the Family package are granted the smart Kleen bag; subscribers to the Youth package are granted 4 bags.
• The customer is granted only one bag in individual packages, while two bags are granted in the case of subscription to the family package, and this is according to what is specified in the details of each package at the time of subscription, and it is not permissible to request a greater number of bags except through additional purchase.
• The dimensions of the bag approved by the Company are (65 × 84 cm), and these dimensions are intended to determine the maximum capacity allowed for clothes in each visit, such that the customer may not exceed this capacity in any way.
• The customer is obligated to use the subscription bag in every process of delivering clothes, whether delivery is made through branches or through the home pickup service, in order to ensure service organization and prevent any errors in orders.
• The customer is not entitled to obtain a new bag upon renewal of the subscription, as the bag is granted only once throughout the period of his use of the service, and this is considered part of the basic subscription conditions.
• In the event that the bag is lost or damaged as a result of misuse by the customer, he is obligated to pay the value of a replacement bag according to the prices approved by the Company, and this is considered a binding condition for the continuation of the service.
• In the event that the customer has a previous bag before subscribing, he may either use it within the package after its approval by the Company, or deliver it and receive a new bag according to the approved procedures, and this is based on the Company's evaluation.

• The Company provides a service for receiving and delivering clothes either through branches or via home delivery service, according to the geographical coverage specified for each branch and according to the type of package subscribed to by the customer.
• The customer is obligated to adhere to the specified pickup and delivery times, whether determined through the application or via customer service, as adherence to timing is an essential part of the quality of the service provided.
• The execution period of laundry services usually ranges between 24 to 72 hours from the time of receiving the clothes, and this period may increase in some exceptional cases such as increased quantities, the nature of the items, or workload pressure within branches.
• In the event that the customer schedules a pickup time and is not present at the specified location or does not respond to the calls of the Company's representative, the visit is counted as used within the package without any compensation or free rescheduling.
• The bag service is not provided to houses and villas; delivery to apartments only applies for packages that include delivery — the Youth+ package and the Family package — only.

Mechanism of receiving clothes (using Kleen bags and Kleen bag)

• The customer is fully obligated to deliver all clothes to be cleaned inside official Kleen bags or the Kleen bag designated for subscription only, and it is not allowed to receive any clothes that are delivered in external or unapproved bags by the Company under any circumstance.
• The use of Kleen bags or bags is considered a basic condition for providing the service, in order to ensure the organization of orders, maintain operational quality, and avoid loss or mixing of items during the stages of pickup, processing, and delivery.
• The Company retains the full right to refuse receiving any order that does not comply with this mechanism, without any liability on it, and the Company does not bear any consequences resulting from the customer's failure to comply with the approved delivery methods.
• The Company retains the right to modify pickup or delivery times in case of operational or emergency circumstances, such as work pressure or technical malfunctions or circumstances beyond control, while making effort to inform the customer in advance.
• The Company does not bear any responsibility for delays resulting from circumstances beyond its control, such as natural disasters or interruption of electricity or water or sudden breakdowns in equipment or roads.
• The subscription bag is considered a limited-use bag and designated exclusively for package services, and it is provided to the customer as part of the subscription experience during the validity period of the package.
• The Company currently imposes a fee on the bag amounting to 40 Saudi Riyals paid once only at the end of the subscription, and this fee is considered in return for the use of the bag throughout the subscription period.
• The bag is currently provided as a promotional offer within package and subscription offers, and this offer continues until the date 01/05/2026, and after this date the Company retains the right to modify the policy of providing the bag or impose different fees according to its operational policies.
• The customer acknowledges that the bag is not permanent free ownership, but rather part of the service provided, and is subject to conditions of use, return, or fees according to what the Company decides.

• The Company may provide within some packages additional services, and these services are clearly defined in the details of each package, and their availability is not considered general for all customers unless explicitly stated.
• Additional services include, for example but not limited to, express ironing service, which is limited to one thobe and one ghutra daily for each customer, and this service is carried out inside branches only and does not include requests through the application.
• Some packages may include blanket or shoe washing services, and the number of items allowed is specified within each package, and this number may not be exceeded except by paying additional fees.
• Some packages provide travel bag preparation services, which is an optional service provided according to specific standards, and includes preparing clothes in a suitable manner for travel according to the customer's request.
• Some packages may include additional services such as car washing (internal and external), and this service is provided only in branches that support it and according to availability, and it is a promotional and encouraging service and for a limited period and is not mandatory.
• All additional services are subject to their availability in branches, and the customer is not entitled to claim them if they are not available or not included in his package.
• All subscription packages provided by the Company do not include dry cleaning service (Dry Clean) or any similar specialized cleaning services, unless explicitly stated otherwise within the details of a specific package.
• Dry cleaning services are provided separately according to the approved price list of the Company, and requesting them is subject to special operating conditions outside the scope of the subscription.
• The customer is not entitled to request the inclusion of dry clean service within the package or consider it among the included services, even in the event of confusion or lack of clarity, and the explicit text in the package details is always relied upon.

• The subscription packages are designed to meet the natural needs of individuals or families, and therefore it is required that usage be within reasonable and customary limits for personal use.
• It is prohibited to use the package for any commercial or professional purposes, including providing services to others or operating businesses that rely on laundry services through the subscription.
• The Company retains the right to monitor usage patterns, and in the event of observing abnormal behavior such as excessive quantities or unusual repetition, it has the right to take the necessary actions.
• In the event of suspicion of misuse of the package, the Company has the right to request clarifications from the customer, and in the event that convincing justifications are not provided, the subscription may be suspended or canceled.
• In the event that misuse is proven, the Company has the right to cancel the subscription immediately without any obligation to compensate the customer for the remaining period.
• When exceeding the specified and allowed limit of clothes and items, the excess is calculated according to the prices approved by the Company.

• The duration of subscription in all packages is thirty (30) days starting from the date of actual activation of the subscription within the system.
• All subscription benefits end automatically upon the expiration of the subscription period, regardless of the number of visits used or remaining.
• The customer is not entitled to request an extension of the subscription period or compensation for any visits that were not used during the subscription period.
• The subscription cannot be frozen or temporarily suspended for any reason whatsoever, except in exceptional cases decided by the Company officially.

• The customer agrees upon subscription to store his payment method data within the system, in order to facilitate future payment operations.
• The automatic renewal feature of the subscription is activated, such that the subscription value is deducted periodically at the end of each subscription cycle.
• The customer expressly agrees to the monthly deduction of the package and subscription value directly through the application without الرجوع اليه and Kleen does not bear عدم قراءة للشروط والسياسات.
• The deduction process is executed on the same date of the first subscription of each month, in order to ensure continuity of the service without interruption.
• In the event that the payment process fails for any reason, such as insufficient balance, the Company has the right to suspend the subscription until the payment process is completed.
• The customer can cancel the automatic renewal feature at any time before the renewal date, through contacting customer service or entering the application and canceling the subscription directly from there.

• The customer is not entitled to claim any compensation except in the event of proven existence of a gross error or direct negligence, according to the Company's assessment and the results of internal inspection, and in accordance with its approved compensation policies and procedures, compensation in the event that any item is damaged or lost as a direct result of negligence or error from us.
• The customer must submit a compensation request within a period not exceeding 48 hours from the time of receiving the order, otherwise his right to claim lapses.
• For a compensation request to be accepted, it is required to provide proof of delivery of the item, such as the invoice or receipt notice.
• The Company does not bear any responsibility for items whose special condition or care instructions were not disclosed in advance.
• Compensation is calculated based on the value of the service provided to the item, not on its original market value.

• The price list approved by the Company is considered the main reference in determining the value of compensation for any damaged or lost item.
• All mentioned prices include value added tax, and are subject to update by the Company at any time according to operational policies.
• In the event of discrepancy in prices, the latest approved price list of the Company is referred to.
• Package prices do not include value added tax (VAT) for the time being; the Company bears the tax during the launch campaign for packages until 30/05/2025, after which the Company may add VAT to all package prices.
• If a package subscriber cancels the subscription or does not renew, the package will be priced at the rates applicable before discount and promotion, plus VAT, as shown on the subscriptions page (the previous price is indicated with a / mark).

• The Company's liability is limited only to the amount paid by the customer for the service or subscription, and does not extend to any other losses.
• The Company does not bear any responsibility for indirect or consequential damages, such as loss of profits or business interruption or data loss.
• The service is provided "as is" without any additional guarantees beyond what is stipulated in this agreement.

• The Company has the right to suspend or terminate the customer's subscription immediately in case of violation of any of these terms.
• The customer is not entitled to claim any financial refund if the subscription is terminated as a result of his violation of the terms.
• The customer may cancel his subscription before the renewal date, provided that he continues to benefit from the service until the end of the paid period.

• These terms and conditions are subject to the laws and regulations of the Kingdom of Saudi Arabia.
• Both parties are committed to attempting to resolve any dispute amicably through direct communication before resorting to judicial authorities.
• In the event that amicable resolution is not possible, the dispute is referred to the competent judicial authorities within the Kingdom.

• The Company reserves the right to amend or update these terms at any time according to its discretion.
• In the event of a substantial amendment, customers are notified at least 30 days prior to the effective date of the amendment.
• The customer's continued use of the service after the amendment is considered implicit acceptance of the new terms.

• The Company may grant the customer discount codes or wallet credit or promotional benefits, whether for marketing purposes or as gifts or loyalty programs or compensations, and the use of these codes or credits is subject to the terms specified for each offer.
• The customer is obligated to use the codes or credits within the specified period, and in the event that no period is specified, the maximum usage period shall be within 90 days from the date of issuance or until the end of the Company's fiscal year on 25/12/2026, whichever is earlier.
• Any credit or promotional code is automatically forfeited without prior notice upon the expiration of its specified period, and the customer is not entitled to request its reactivation or compensation in any form.
• This clause is renewed annually such that the end of the approved fiscal year each year is on December 25 with automatic adjustment of the year.
• Gift balance and codes granted to customers as wallet credit may not be used as payment toward subscription to packages or monthly subscriptions.
• Credits or codes cannot be converted into cash amounts, and may not be transferred or sold or used by another party unless the Company states otherwise.

The parties acknowledge and agree that the terms and conditions approved by the Company are considered an integral part of all materials, activities, and marketing and advertising means used by the Company, and they apply with their full force and legal effect to everything that is published, circulated, or shared through those means, without exception, regardless of the nature of the means or its form or content.

This includes — for example but not limited to — all the following marketing channels and means:

• SMS messages
• WhatsApp messages
• Email
• Social media platforms of all kinds, including: Instagram, Twitter (X), Facebook, Snapchat, TikTok, LinkedIn, YouTube, and any other current or future digital platforms
• Websites and electronic applications
• Brochures and informational leaflets
• Roll-up banners
• Billboards
• Printed materials of all kinds and forms
• Audio and visual materials, including videos and digital advertisements
• Any other marketing or advertising means adopted by the Company

The use of the customer or recipient of any of these means, or their interaction with them in any form, is considered acknowledgment, awareness, and explicit acceptance of all the Company's terms and conditions.

These terms and conditions apply and remain legally valid and binding even if they are not explicitly included or referred to in any marketing or advertising material or means, and the customer is presumed to be aware of them and to have reviewed them as soon as they deal with the Company or respond to any of its marketing activities.

The failure to explicitly mention the terms and conditions in any marketing or advertising means does not result in the Company losing its right to enforce them, and they remain valid and applicable in all cases.

The customer also agrees to the recording of calls and conversations with the Company for quality purposes, service development, and legal review in case errors occur.

First: Scope of service

1. Kleen provides mobile car wash services to customers subscribed to packages through the app or approved channels.
2. The service includes interior and exterior washing using safe, approved cleaning materials.
3. The service is performed by a service provider approved by Kleen.
4. The service is available in cities and areas announced by Kleen in the app and subscription materials.

Second: Use of packages

1. The customer may use only the number of washes specified in the package.
2. A wash is counted when the service is actually performed.
3. Unused washes cannot be exchanged for cash or transferred to another service, per Kleen policy.
4. A prior appointment must be booked through the app or approved channels for the car wash service.

Third: Booking

1. The customer must specify the vehicle location accurately.
2. The vehicle must be available at the agreed location at the service time.
3. Access to the vehicle must be available and safe for the service provider.
4. Kleen may reschedule the appointment due to operational reasons or circumstances beyond its control.

Fourth: Cancellation and rescheduling

✔ The customer may cancel or reschedule without the wash being counted in the following cases:

• Cancellation more than 3 hours before the appointment.
• Severe weather.
• An emergency preventing service.
• The service provider cannot reach the location.

❌ The wash is counted against the package in the following cases:

• Cancellation less than 3 hours before the appointment.
• The vehicle is not at the location.
• The customer does not respond to the provider for 10 minutes.
• An incorrect or inaccessible location is sent.
• Leaving the location before the service is performed.

Fifth: Customer responsibilities

1. Ensure the vehicle is free of valuable or personal items; the customer bears responsibility for them.
2. Provide a location where washing can be done safely.
3. Adhere to the agreed service times.
4. Report any issues within no more than 24 hours after the service.

Sixth: Quality and liability

1. Kleen commits to the service according to approved quality standards.
2. If proven damage results from the wash, it is handled under Kleen's verification procedures.
3. Compensation — if liability is proven — is limited to the value of the service in question, up to a maximum of 30 Saudi Riyals.

Seventh: Postponement or cancellation of service

Appointments may be postponed or cancelled in the following cases:

• Weather conditions.
• Technical faults.
• Security restrictions or denial of access to the site.
• Operational circumstances beyond control.

Eighth: Fair use of car-wash packages

Kleen reserves the right to:

• Temporarily suspend the service in case of package misuse.
• Cancel the subscription in case of irregular or repeated use that violates the policies.

Ninth: Privacy and data

1. Customer data is used only to provide the service and improve the experience.
2. Kleen commits to confidentiality and not sharing data outside the scope of the service.

Tenth: General provisions

1. Subscribing to the package constitutes acceptance of these policies.
2. Kleen may update the policies to improve the service.
3. The laws of the Kingdom of Saudi Arabia apply to all services.

By visiting a Kleen branch or using the Kleen app, you acknowledge your agreement to and commitment to all the terms and conditions set forth below.

General Terms

The customer must inform the service representative of any damage to the item or the presence of any stains before washing to enable the company to handle them appropriately.

Some stains, such as ink, oil, or grease, may be difficult or impossible to remove, especially if the item has been washed previously.

Torn garments will be returned unwashed, and Kleen assumes no liability for them.

Care for Luxury Items

The customer must disclose the presence of luxury or delicate items to ensure proper care and selection of the appropriate service. Failure to disclose exempts Kleen from any liability for resulting damage.

Quality of Service

If the customer is dissatisfied with the quality of the service provided, and based on Kleen's assessment and the existence of evidence to that effect, the company may - without obligation - re-clean the item at no additional charge within a period not exceeding 48 hours from the time of receipt.

The company assumes no liability for damages or consequences resulting from the nature of the fabrics, including low-quality, perishable, or tear-prone fabrics; such risks are the customer's responsibility.

Compensation for Damage or Loss

Compensation for a damaged item is limited to a maximum of 10 times the value of the service provided, regardless of the item's original price, at Kleen's discretion. For carpets, rugs, or blankets, compensation is limited to a maximum of 5 times the value of the service provided. Compensation is provided in the form of a credit to the app wallet or a bank transfer, at Kleen's discretion.

Personal Belongings

Please ensure that clothing is free of cash, documents, or electronic devices. Kleen assumes no liability for the loss or damage of such items.

Order Receipt and Dispute Period

If an order is not picked up within 60 days of the invoice date, Kleen has the right to dispose of it without any obligation to compensate. Additionally, no objections to the invoice will be accepted after 24 hours from the date of issuance.

Service Packages and Points

• Loyalty points are valid for 90 days. Package subscription fees are non-refundable and cannot be canceled after payment. The maximum gift credit usage is 30 Saudi riyals per order.
• The customer may be granted gift credit through a promo code in accordance with approved promotional offers. The customer may use an amount not exceeding 30 Saudi riyals as a maximum per visit. Credit may not be used again until 24 hours have passed from the date of the invoice for the first use. The Company reserves the right to modify or cancel the offer under its operational policies without prior notice.
• When an invoice is issued to the customer through any of the Company's branches or via electronic channels (online or offline), the customer must pay the full invoice amount according to the Company's approved payment mechanism. If there is any objection or comment on the service or invoice, the customer must submit the objection through official customer service channels; the complaint will be handled and reviewed independently, and submitting an objection is not a reason to delay or refuse payment of the amount due on the invoice.

b) Service Price List - Compensation Reference (in Saudi Riyals, including VAT)

Note: Prices are listed in Saudi Riyals and include VAT. The symbol (-) indicates that the service is not available for this item. Prices are subject to change; please check with customer service to confirm the latest prices.

• • If any provision of these terms is deemed invalid or unenforceable, this shall not affect the remaining provisions, which shall remain in full force and effect.
• • The Company's failure to enforce any provision at a specific time shall not be deemed a waiver of its right to enforce it at a later time.
• • These Terms and Conditions constitute the entire agreement between the Customer and the Company and supersede any prior agreements.