Service Terms

Handing over your items

Please tell us the number and type of items you are handing over, and point out stains, existing damage, missing or delicate trims, special finishes, and any care instructions. Empty pockets and remove valuables or detachable accessories where practical. We will record the items and agreed work on a receipt or other order record.

If no item count is provided, our intake count is the starting record. Please tell us promptly if it does not match what you handed over so we can check it together. Keep your receipt or a photo or digital copy until the order is resolved.

Care and special risks

We assess each item and choose a suitable care method, taking its label, fabric, construction and condition into account. Some stains may remain, and treatment can expose weaknesses that were already present, such as worn fibres, unstable dye, weak seams or loose decoration. We will explain material risks we identify and ask before using a treatment outside ordinary care instructions. We may decline work we cannot reasonably carry out safely.

Pre-existing wear and manufacturing defects are considered when reviewing an outcome, but they are not an automatic reason to reject a concern. We will investigate missing buttons, trims, pocket contents or other reported issues against the intake record and the work performed.

Prices and timing

Our price guide helps you plan. The final charge may depend on the item, fabric, condition, stain work and requested service. We will explain the applicable price and seek your agreement before adding work or charges beyond the agreed order.

We will tell you the expected completion time when we confirm an order. Express and urgent options are available only for eligible work and when agreed. A stated processing time is measured in working hours at our facility; any arranged pickup or delivery travel time is separate. If timing changes materially, we will contact you.

Collection and return

Pickup and delivery depend on your location, route and a time agreed with our team. We will confirm any delivery charge before arranging it. At return, please check the item count and visible condition as soon as practical and let us know about any discrepancy. We may ask for your receipt or another reasonable way to identify the order when releasing items.

If something goes wrong

Please contact us as soon as you notice a problem, ideally within 24 hours of collection or return, so we can inspect the item while the details are fresh. This is a request for prompt notice, not a deadline that removes your legal rights. A paper receipt, photo, message or other order details can help us find and review your case; the original signed voucher is not the only acceptable evidence.

We will review the intake record, care instructions and item condition with you. Depending on what happened, a fair resolution may include further treatment where safe, a service-fee refund, repair, replacement or appropriate compensation. For a lost or damaged item, we assess responsibility and value case by case using relevant evidence such as its age, condition and purchase or replacement information. We do not use a fixed fee multiple to decide every case or exclude responsibility for our own failure to take reasonable care.

Uncollected items

Please collect your order within a reasonable time after we notify you that it is ready. If it remains with us for 90 days after that notice, contact us to arrange collection. We will make reasonable efforts to reach you and explain any next step before changing how an item is stored or handled. The passage of 90 days does not by itself transfer ownership or cancel a valid claim.

Business arrangements

For hotels, workplaces and other business customers, we confirm scope, volumes, handling, collection, timing, pricing and billing in a separate quotation or written agreement. Any agreed business-specific terms apply to that arrangement, subject to applicable law.

Your rights and contact

These terms do not limit any rights or remedies you have under Myanmar law. For a question or concern about an order, contact Ohana first so we can investigate and respond. Personal and household customers may also raise a complaint with Myanmar's Department of Consumer Affairs.