Contact us

For order issues, account help, or feedback, reach out by email. We typically respond within 1–2 business days.

Please include your registered email and, if relevant, your order ID so we can help faster.

Placing & tracking orders

Open the Masbana app, choose a laundromat near you, select your items and extras, pick a pickup time, and confirm. Once placed, you can follow status updates in the Orders tab — from pending and accepted through pickup, washing, and delivery.

Cancelling an order

You can cancel while your order is Pending or Accepted, as long as no driver has been assigned yet. Open the order in the app and tap Cancel.

After a driver is on the way, cancellation is no longer available in the app. Contact the laundromat or email us if you need urgent help.

Payments & refunds

Prices are shown in Moroccan Dirhams (DH) before you confirm. Payment terms are agreed between you and the laundromat at the time of service.

Refund policies vary by laundromat. For disputes, contact the laundromat first, then email us if you need further assistance. See our Terms of Service for details.

Damaged or missing items

Masbana connects you with independent laundromats and drivers. If something is damaged or missing, contact the laundromat that handled your order first. If the issue isn't resolved, email us with your order details and we'll help escalate.

Account & privacy

Update your name and phone number from Profile in the app. To delete your account and personal data, use the delete option on the same screen — data is removed within 30 days.

For privacy questions or data requests, see our Privacy Policy or email us directly.

Laundromat & driver apps

If you operate a laundromat or drive for Masbana and need help with your partner app, email us from the address linked to your account. Onboarding and access are managed by Projection.