Terms & Conditions

Date post: 12/11/2022 06:37 PM

 

TERMS & CONDITIONS

Simply Lifestyle Company Limited (SIMPLY)
Effective date: 05 January 2025

1. Introduction
1.1 These Terms & Conditions (“Terms”) govern your access to and use of the website https://simply.co.th/ and the SIMPLY mobile application (iOS and Android), and any related services provided by Simply Lifestyle Company Limited (“SIMPLY”, “we”, “our” or “us”) (collectively, the “Platform”).
1.2 By registering for an account, placing an order, or otherwise using the Platform or our services, you agree to be legally bound by these Terms. If you do not agree to these Terms, do not access or use the Platform or any services.

2. Company Information
Simply Lifestyle Company Limited (Head Office)
2218/18–2218/19 Chan Road, Chong Nonsi Subdistrict, Yannawa District, Bangkok 10120
Tel: (+66) 02-055-6055 | Email: contact@simply.co.th
Tax ID: 010 556 306 9647

3. Definitions
3.1 “User”, “you” or “your” means any person who accesses or uses the Platform or purchases Services.
3.2 “Services” means any on-demand home services offered by SIMPLY, including but not limited to laundry and dry cleaning, house cleaning, upholstery, mattress, rug and curtain cleaning, and household product supply.
3.3 “Order” means a booking or request for Services placed through the Platform.


By using the Website, User Interface, or the Service, you further agree that:

• You will only use the Services and User Interface for your sole, personal use and will not resell it to a third party

• You will not authorize others to use your account;

• You will not assign or otherwise transfer your account to any other person or legal entity;

• You will not use an account that is subject to any rights of a person other than you without appropriate authorization;

• You will not use the Services and User Interface for unlawful purposes, including but not limited to sending or storing any unlawful material or for fraudulent purposes;

• You will not use the Services and User Interface to cause nuisance, annoyance or inconvenience;

• You will not impair the proper operation of the network;

• You will not try to harm the Services and User Interface in any way whatsoever

• You will not copy or distribute the User Interface, or other Simply Lifestyle Co., Ltd. content without written permission from Simply Lifestyle Co., Ltd.

• You will keep secure and confidential your account password or any identification we provide you which allows access to the Services and User Interface;

• You will provide us with whatever proof of identity we may reasonably request

• You are aware that when requesting Services or receiving notifications by SMS (if available in your jurisdiction) standard messaging charges will apply

• You will not use the Services and User Interface with an incompatible or unauthorized device;

• You will comply with all applicable laws of the Kingdom of Thailand while using the Services and User Interface.

 

Simply Lifestyle Co., Ltd. reserves the right to immediately terminate the Services and use of the User Interface should you not comply with any of the above rules.

 

4. Scope of Services & Coverage
4.1 SIMPLY provides on-demand home services in Bangkok and Chiang Mai, Thailand via the Platform. Service types, prices, availability and time slots are displayed in the Platform and may vary by location.
4.2 SIMPLY may, at its sole discretion, refuse or limit services for safety reasons, capacity constraints, or where requested items are unsuitable for processing.

5. User Eligibility
5.1 Users must be 18 years of age or older to register and use the Platform. Users between 13 and 17 must obtain verifiable parental or guardian consent prior to using any paid services or creating an account.
5.2 By registering, you represent and warrant that you meet the eligibility requirements and that any information you provide is accurate and complete.

6. Account Registration and Security
6.1 You must provide accurate, current and complete information during registration and keep that information up to date. Failure to do so may result in suspension or termination.
6.2 You are responsible for safeguarding your account credentials and for all activity that occurs under your account. Notify SIMPLY immediately of any unauthorized use.

7. Orders, Confirmation & Service Performance
7.1 All Orders must be placed through the Platform. Orders are subject to acceptance by SIMPLY. Acceptance occurs when SIMPLY confirms the Order via the Platform, email, SMS or other communication.
7.2 Service durations, arrival windows and service scopes set out in the Platform are estimates only. SIMPLY will use reasonable efforts to meet scheduled times but does not guarantee exact arrival times.

8. Pricing, Taxes & Payment
8.1 All prices are as indicated on the Platform at the time you place your Order. Prices may include VAT where applicable—check the Platform for specifics.
8.2 Payment is due as specified at checkout. The credit/debit card or other payment method you provide will be charged at the time of billing update or as otherwise indicated. By providing a payment method you authorize SIMPLY to charge the full amount for the Order including applicable fees.
8.3 A card processing fee of 4.1% applies and is non-refundable.
8.4 SIMPLY may, from time to time, offer prepaid credits, packages, promotions or loyalty points. Prepaid credits (including Monthly Packages), balances, loyalty points (with or without expiry), and any compensation for item damage or loss are non-redeemable for cash, unless expressly stated otherwise.

9. Refunds
9.1 Payments for Services are non-refundable once the service is completed, except in cases of company error or proven service failure, as reasonably determined by SIMPLY.
9.2 Approved refunds will be processed only to the original payment method used for the Order. SIMPLY will not be liable for any currency conversion differences, bank fees, or delays imposed by payment processors or banks.
9.3 SIMPLY reserves the right to modify the Refund Policy at any time.

10. Cancellation & Rescheduling
10.1 Cancellation and rescheduling rules depend on the Service type (summary below). All time references are relative to the scheduled pickup or start time shown in the Platform.

Laundry Service
10.2 Cancellations made within 2 hours before pickup are subject to a THB 60 reschedule/cancellation fee. If a cancellation request is made after the staff has arrived for collection, a THB 60 fee applies.
10.3 If laundry has been collected and the user requests cancellation, a THB 120 cancellation fee applies.
10.4 If the laundry has entered the washing process (billing updated and process started), cancellation is not accepted and the full billed amount must be paid.

House Cleaning Service
10.5 To reschedule, notify SIMPLY at least 24 hours before the scheduled start time. Late reschedules or cancellations (less than 24 hours’ notice) incur a THB 220 fee. If staff has arrived and the service is canceled onsite, the Order will be treated as a completed order.

Upholstery / Carpet / Sofa / Mattress / Curtain Cleaning
10.6 Payment must be made within 1 hour of booking to confirm and secure the time slot. To reschedule, notify SIMPLY at least 24 hours before the scheduled start time. Late reschedules or cancellations (<24 hours) incur a THB 220 fee. If staff arrives and the service is canceled onsite, the Order will be treated as a completed order.

10.7 Any fees described above may be charged to your payment method on file. SIMPLY reserves the right to amend cancellation terms for specific promotions or corporate bookings; such exceptions will be stated at the time of booking.

11. Service Limitations & Refusal

11.1 General refusal rights. SIMPLY may refuse to accept, process, or perform Services for any item, location, or request that, in SIMPLY’s reasonable judgment, is hazardous, unprocessable, unsafe, likely to be damaged, or otherwise inappropriate for the requested Service. Examples include, but are not limited to: items or locations contaminated with biological material, hazardous chemicals, strong odors, excessive soil, mold, infestation, or items that contain illegal substances or contraband. SIMPLY may also refuse Services where provision of the Service would violate applicable laws or pose an unacceptable risk to staff, property or third parties.

11.2 Laundry services.
a. Wash & Fold (by kilogram) Orders are processed and billed by weight; items in such Orders are not individually counted. SIMPLY is therefore not liable for missing or misplaced individual items from Wash & Fold Orders except as provided in Section 12 (Damaged and Lost Items).
b. For itemized laundry, dry-clean-only garments, delicate fabrics, items with specialist cleaning requirements, or items with visible pre-existing damage, SIMPLY reserves the right to: (i) require special instructions or authorization prior to processing; (ii) decline the item; or (iii) apply additional service charges for specialist treatment.
c. Customers must remove valuables, cash and personal effects from pockets prior to collection. SIMPLY is not responsible for items left in pockets unless reported and returned for inspection within the timeframe set out in Section 12.
d. Items showing severe staining, burns, extensive soiling, or irreversible damage may be accepted for cleaning at SIMPLY’s discretion but with no guarantee of restoration. Customers will be informed where possible and any liability will be subject to the limits in Section 12.

11.3 House Cleaning Services.
a. SIMPLY will provide house cleaning within the scope ordered and in a manner consistent with reasonable professional standards. However, SIMPLY may refuse or suspend service at any time if the premises present unsafe conditions for staff (including but not limited to structural hazards, severe infestation, biohazards, violent or abusive behavior by occupants or pets, or presence of illegal items).
b. The customer is responsible for securing or removing fragile, valuable, hazardous or irreplaceable items prior to the commencement of cleaning. SIMPLY is not responsible for damage to items that were not removed or protected when clearly at risk, except as provided in Section 12.
c. Where access to power, water, or adequate lighting is required for the performance of Services, the customer must ensure availability; SIMPLY reserves the right to suspend or reschedule work if essential utilities are not available. Additional fees may apply if services are interrupted or extended due to missing utilities or access problems.
d. Tasks outside the agreed scope (heavy lifting, hazardous waste disposal, complex appliance servicing, professional pest control, or moving of large furniture) may be declined or may incur additional charges and must be agreed in advance.

11.4 Upholstery, Carpet, Sofa, Mattress and Curtain Cleaning.
a. These services often require on-site assessment, specialized chemicals, drying time and/or equipment. SIMPLY may require a pre-service inspection, photos, or additional information before acceptance.
b. SIMPLY may refuse to clean items that are structurally compromised, water-sensitive, contain fragile trims, or are made of materials unsuitable for the selected cleaning method (e.g., certain antique textiles, non-colourfast dyes, or items with glued components).
c. Stain removal cannot be guaranteed; outcomes depend on fabric composition, age, prior treatment and the nature of the stain. Customers will be notified where a fabric or stain is unlikely to respond to cleaning.
d. For on-site upholstery or curtain work, the customer must ensure safe, unobstructed workspace and provide any required access (ladders, power outlets, safe hanging access). SIMPLY may refuse to proceed where workspace is unsafe or inadequate. Additional charges may apply for excessive pet hair removal, heavy soiling, pre-treatment requirements, or for extended drying services.
e. In the event a repair, re-stitching, or specialist restoration is required, SIMPLY may decline and will advise the customer to consult a specialist restorer; any work performed beyond standard cleaning will be subject to separate agreement and charges.

11.5 Valuables, Personal Effects & Customer Obligations.
a. Customers must declare high-value, sentimental, or fragile items at the time of booking. SIMPLY may require customers to sign a written acknowledgment for items accepted for service that present elevated risk.
b. Customers must disclose prior damage, repairs, or known defects. Failure to disclose material information may limit or negate any liability on SIMPLY’s part.

11.6 Inspection & Right to Refuse On-Site.
a. SIMPLY personnel may inspect items or premises upon collection or arrival and may refuse to accept or commence Services if they identify risks not disclosed at booking.
b. If SIMPLY refuses service after inspection, SIMPLY will notify the customer and will not be obliged to process or provide a refund except as otherwise stated in these Terms.

11.7 Health & Safety; Staff Protection.
a. SIMPLY reserves the right to refuse or stop work where staff safety is at risk (including aggressive animals, unsafe occupants, or the presence of hazardous substances).
b. Customers are responsible for ensuring a safe environment for staff and must follow any reasonable instructions from SIMPLY staff relating to safety.

11.8 Effect of Refusal.
a. Where SIMPLY refuses a Service under this Section 11 after collection or arrival, the Order may be treated as completed for billing purposes, or cancellation/rescheduling fees may apply, depending on timing and circumstances as set out in Section 10.
b. Any liability arising from refusal or limitation of service will be governed by Section 12 (Damaged and Lost Items) and Section 13 (Limitation of Liability).

 

12. SIMPLY Policy on Damaged or Lost Items

12.1 Reporting timeframe & initial requirements.
All claims for lost, missing, or damaged items or property must be reported to SIMPLY within 24 hours of delivery or completion of the Service (for on-site Services such as house cleaning or on-site upholstery work, within 24 hours of the staff’s departure). To lodge a claim you must: (a) notify SIMPLY via the Platform or by contacting contact@simply.co.th or our customer service number; (b) provide your order number, photos of the affected item(s) or location, and a description of the issue; and (c) where requested, make the affected item(s) available for inspection by SIMPLY. Claims reported after 24 hours may be rejected.

12.2 Inspection & evidence.
SIMPLY may require the customer to return affected items, provide original purchase receipts, serial numbers, photos taken before or after service, supporting documentation (e.g., repair estimates), or permit an on-site inspection. Do not discard or repair the affected item until SIMPLY has had a reasonable opportunity to inspect it, unless such action is necessary to prevent further damage; if you must dispose of or repair an item, notify SIMPLY immediately and keep photographic evidence.

12.3 Damaged items — Laundry and textile items (including itemized and Wash & Fold).
SIMPLY will exercise reasonable care in cleaning and processing textile items. However, SIMPLY is not liable for:

  • inherent defects, weaknesses, or pre-existing wear or deterioration not apparent before cleaning;
     
  • shrinkage, color fading, color transfer/bleeding, or other changes resulting from fabric characteristics or previous treatments;
     
  • damage to trims, embellishments or accessories (e.g., buttons, beads, zippers, belts) unless separately declared and accepted for specialist treatment; or
     
  • items processed under Wash & Fold (by kilogram) where items are not individually counted (subject to Section 12.6 for missing items).
     

12.4 Damaged items — Upholstery, Carpet, Sofa, Mattress and Curtain cleaning.
For upholstery and similar on-site services, SIMPLY may perform fabric tests and/or pre-treatment. SIMPLY is not liable for:

  • pre-existing structural or fabric weakness, prior repairs, non-colorfast dyes, or materials unsuitable for the chosen cleaning method;
     
  • shrinkage, seam separation or damage resulting from prior wear, previous treatments, or adhesives failing under moisture or agitation;
     
  • damage to fixed fittings, underlying foam, springs or upholstery components resulting from pre-existing defects; or
     
  • limitations in stain removal where stains are permanent, chemically set, or caused by dyes or substances that cannot be removed by normal cleaning methods.
    Where specialist restoration or repairs are required beyond routine cleaning, SIMPLY will notify the customer and may decline restoration work or offer it under a separate agreement.
     

12.5 Damaged items & property — House Cleaning services.
SIMPLY staff will take reasonable care when performing house cleaning. SIMPLY is not liable for:

  • damage to items or property that are fragile, unsecured, cracked, or already compromised prior to the service;
     
  • damage resulting from the customer’s failure to remove or secure fragile, valuable, or hazardous items before the service;
     
  • damage arising from normal wear and tear, pre-existing defects, or inadequate maintenance; or
     
  • damages arising from the performance of tasks outside the agreed scope (e.g., appliance repair, structural work, or pest control) unless SIMPLY has expressly agreed in writing to perform such tasks.
    If SIMPLY or its staff cause accidental damage to property during the performance of agreed tasks, the customer must report the damage within the timeframe in Section 12.1 and permit inspection. SIMPLY may, at its option, (a) repair the damage; (b) arrange for a third-party repair at SIMPLY’s cost up to the liability limits below; or (c) compensate the customer in accordance with Section 12.7.
     

12.6 Lost or missing items
SIMPLY will investigate missing or misplaced items reported in connection with any Service. For Wash & Fold (by kilogram) orders, items are processed by weight and are not individually counted; SIMPLY is therefore not responsible for missing items from such Orders except as provided in this Section and subject to investigation and evidence provided by the customer. For on-site Services (e.g., house cleaning), SIMPLY’s staff will take reasonable care with customer property, but customers should secure or remove high-value or small items prior to service.

12.7 Liability cap, remedies & exclusions.
12.7.1 Liability cap:  In any claim for damaged or lost items, SIMPLY’s liability shall not exceed the lower of: (a) three (3) times the cleaning fee charged for the affected item(s), or (b) the Maximum Refund of THB 2,000 in total for damaged or lost items, whichever is lower. This cap applies per item and is the exclusive monetary remedy for claims involving textile, upholstery or similar items.
12.7.2 Property damage or house cleaning claims. For claims arising from damage to property during house cleaning, SIMPLY’s total liability shall be limited to the service fee paid for the relevant Order, unless a higher amount is mandated by applicable law.
12.7.3 Exclusions. SIMPLY shall not be liable for: (a) indirect, incidental or consequential damages (including loss of use, loss of business, emotional distress); (b) damage resulting from customer negligence, failure to disclose material information (including prior damage), or failure to follow SIMPLY’s reasonable instructions; or (c) claims not supported by required evidence or not reported within the timeframe in Section 12.1.

12.8 Claims process & resolution.
12.8.1 To submit a claim, follow the steps in Section 12.1. SIMPLY will acknowledge receipt and may request additional information.
12.8.2 SIMPLY will investigate in good faith and may request inspection or return of items for examination. If SIMPLY determines a valid claim exists, SIMPLY may, at its discretion, offer repair, replacement, or monetary compensation up to the limits in Section 12.7.
12.8.3 All approved refunds or compensation will be made to the original payment method unless otherwise agreed in writing. Any processing fees retained (including the 4.1% card fee) remain subject to Section 6/9 of these Terms.

12.9 Cooperation & mitigation.
Customers must cooperate with SIMPLY’s investigation, provide requested evidence, and take reasonable steps to mitigate further damage. Failure to cooperate may result in denial of the claim.

12.10 Preservation of rights.
These provisions do not affect any non-waivable statutory rights you may have under applicable consumer protection laws. Where mandatory law provides greater remedies or different timeframes, such laws will prevail.

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13. Limitation of Liability (General)
13.1 The information, recommendations, and services provided on or through the Platform are for general informational purposes only and do not constitute professional advice. SIMPLY endeavors to keep the Platform accurate and up to date but does not warrant that the Platform is error-free, secure, or uninterrupted.
13.2 Exclusion of liability. To the maximum extent permitted by law (but excluding liability for death or personal injury caused by SIMPLY’s proven willful misconduct or gross negligence), SIMPLY shall not be liable for:

  • Any indirect, special, incidental, punitive or consequential damages (including loss of profits, loss of business, loss of data or loss of goodwill);
     
  • Damages caused by malware, viruses, unauthorized access, or interception or manipulation of communications by third parties;
     
  • Delays or failures resulting from third-party providers or events beyond SIMPLY’s reasonable control.
    13.3 Overall liability cap. SIMPLY’s total aggregate liability to you for all claims arising out of or related to these Terms or your use of the Platform shall be limited to the service fee(s) actually paid by you for the particular Order giving rise to the claim (except where mandatory law provides otherwise).
     

14. Indemnification
14.1 You agree to indemnify, defend and hold harmless SIMPLY, its officers, directors, employees and agents from and against any claims, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or related to (a) your breach of these Terms; (b) your negligent or willful acts or omissions; or (c) your violation of applicable law.

15. Intellectual Property
15.1 All content, logos, trademarks, designs, text, images, audio, and software on the Platform are owned by or licensed to SIMPLY and are protected by intellectual property laws. No content from the Platform may be copied, reproduced, republished, uploaded, posted or transmitted in any way without SIMPLY’s express prior written consent.

16. User-Provided Content
16.1 You may upload photos, instructions or other content in connection with Orders. By uploading content you grant SIMPLY a perpetual, transferable, sublicensable, worldwide, royalty-free license to use, reproduce, modify, adapt, publish, and display such content for the purpose of providing the Services, marketing (unless you request otherwise in writing) and improving the Platform.
16.2 You warrant that any content you upload does not infringe any third party rights and is not unlawful.

17. Third-Party Services
17.1 The Platform may use, integrate or link to third-party services (e.g., Google Maps, Google Analytics, Facebook, LINE Official Account, WhatsApp, Omise payment processors). These third parties may collect or process your data in accordance with their own privacy policies. SIMPLY is not responsible for third-party practices or content.

18. Privacy & Data Protection
18.1 SIMPLY collects and processes personal data in accordance with its Privacy Policy and the Thailand Personal Data Protection Act (PDPA). By using the Platform you consent to the collection, use and disclosure of your personal data as described in the Privacy Policy. For privacy matters, see: https://simply.co.th/ (or the Privacy Policy link on the Platform).

19. Force Majeure
19.1 SIMPLY shall not be liable for failure to perform any obligation under these Terms where such failure is due to causes beyond SIMPLY’s reasonable control, including but not limited to acts of God, natural disasters, strikes, epidemics, public health emergencies, government action, power failures, network outages, or third-party service failures.

20. Suspension & Termination
20.1 SIMPLY may suspend or terminate your access to the Platform or your account at any time if you breach these Terms, engage in fraudulent or abusive behavior, or for operational reasons.
20.2 Termination of an account does not relieve you of obligations incurred prior to termination (including payment and indemnity obligations).

21. Amendments
21.1 SIMPLY may amend these Terms at any time by posting an updated version on the Platform with a revised effective date. Changes will apply from the effective date indicated. Continued use of the Platform following such changes constitutes acceptance of the updated Terms. For material changes, SIMPLY will use reasonable efforts to notify you (e.g., via email or in-app notice).

22. Dispute Resolution
22.1 If a dispute arises out of or relating to these Terms, the parties shall seek to resolve it amicably in good faith. If amicable resolution is not possible, disputes shall be submitted to the competent courts of Thailand, which shall have exclusive jurisdiction.

23. Miscellaneous
23.1 Severability. If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue in full force and effect.
23.2 No waiver. Failure to enforce any right shall not constitute a waiver of that right.
23.3 Assignment. You may not assign your rights under these Terms without SIMPLY’s prior written consent. SIMPLY may assign or transfer its rights and obligations under these Terms without restriction.

24. Contact Information
For legal, service, or privacy inquiries, claims, or complaints, please contact:

Simply Lifestyle Company Limited (Head Office)
2218/18–2218/19 Chan Road, Chong Nonsi Subdistrict, Yannawa District, Bangkok 10120
Tel: (+66) 02-055-6055 | Email: contact@simply.co.th
Website: https://simply.co.th/

25. Acknowledgement
By using the Platform or placing an Order, you acknowledge that you have read, understood, and agree to be bound by these Terms.