Terms & Conditions

1. The contract:

By placing an order through our website, mobile app, SMS, or any other platform, you agree to the following terms. If you do not agree to these terms, please do not place an order.

Our terms are subject to change, and the latest version will apply to your order at the time you place it. We'll inform you of any changes via email.

Before you place an order, please read and ensure you understand these terms, especially section 11 which limits our liability under certain conditions. Be aware that orders below £20.00 will incur a minimum charge of £20.00.

If you have any questions or need to contact us about an order, please refer to section 13 for details on how to do so.

2. Definitions:
When we use these capitalized terms in our Terms, they have the following meanings:

App: The website and mobile applications of LaundryApps (UK) Ltd.
Event Outside Our Control: Any situation or event beyond our control, as detailed in paragraph 2, including, but not limited to, the unavailability of any service provider, essential personnel, or critical materials needed for us to provide the Services.
Item: Any piece of clothing or article we collect from you as part of an Order.
Order: Your request for our Services, as outlined in the order form you submit through the App.
Services: Personal dry cleaning or laundry services we collect from and deliver to your chosen address.
Service Providers: Third parties we work with to help us deliver the Services.
Terms: These terms and conditions, which may be updated from time to time.
We/Our/Us: LaundryApps UK Ltd., 280 Barking Road, London, E6 3BA, UK.

When we mention "writing" or "written" in these Terms, this includes emails and notifications sent through the App.

3. Placing an Order:

When you place an order, please double-check all the details before sending it to us. We're here to help if you spot any mistakes, so just get in touch as mentioned in section 13. We'll send you an email to confirm any changes you make to your order, which is also covered in section 4.

Just submitting an order doesn't mean a deal is set in stone between us. The deal is only confirmed when we send you an email that says we've accepted your order.

Once your order is accepted, we'll give it a unique order number and let you know what it is. If you need to get in touch with us about your order, mentioning this number will make things smoother.

If there's ever a reason we can't fulfill your order, we won't leave you hanging. We'll reach out via email or text to let you know.

4. Change your Order:

You can change your order anytime before the collection time mentioned in our acceptance email by reaching out to our Customer Service at info@laundryapps.co.uk or via our live chat.
With your agreement, we might also adjust your order instead of canceling it, based on the situations described in paragraph 1 or as decided by us under paragraph 8.3.

5. Canceling or Rescheduling Your Order:

You have limited rights to cancel or reschedule your order under these conditions:

Cancel Anytime Before Collection: You can cancel your order anytime before the scheduled collection day by reaching out to our Customer Service at info@laundryapps.com.

Cancel After Collection in Special Circumstances: If your items have been collected but we encounter an unforeseen event that affects our service, you may cancel by contacting Customer Service.

Please Note:

Once your items are collected, we start providing our services immediately. Therefore, you lose the cancellation rights granted by the Consumer Contracts Regulations or any similar law once the collection happens.

Rescheduling Collection or Return: If you need to change your collection or return time within the next two hours we may charge extra fees. Rescheduling depends on availability.

For any assistance or to make changes to your order, please contact our Customer Service at info@laundryapps.co.uk

6. Your Right to Cancel Your Order:
We might need to cancel your order and our agreement with you for these reasons:

Unexpected events beyond our control.
If you don't provide the items for collection.
If we find that any item doesn't match your order, is damaged, lacks content or care information, or isn't something we handle.

7. If we have to cancel your order:

We'll let you know by phone or email.
If we've already started working on your order, you won't be charged or owe us anything.
We'll organize to get your items back to you at the original time planned or as soon as we can.

8. Collection and redelivery:

We'll do our best to pick up and drop off your items at the times listed in your order, but we can't promise this will always happen. If there's going to be a delay, we'll let you know via phone or email. We aim to deliver within your selected time slot, but we're not responsible for any loss you might experience due to late delivery.

If you're not there when we try to redeliver, we'll reach out to find a time that works for you.

Should you miss the delivery at the arranged time, we'll need to charge a £5.00 fee for each additional delivery attempt. We'll try our best to schedule a redelivery time that suits you.

If more than 30 days have passed since we were supposed to redeliver and you haven't accepted or arranged for another attempt, we might give away or dispose of your item. We'll choose a charity we trust for donations.

You need to acknowledge when we collect and redeliver items, except in special cases stated in paragraph 7.

You can have items picked up from or delivered to someone else, but this is at your own risk. Make sure they're okay with acknowledging the collection or delivery for you.

You can ask us to leave your items in a specific spot without signing for them. This is up to us, and we won't be responsible for any loss or damage to items delivered this way.

Please ensure we (and our partners) can access your location easily, including free parking, to provide our services.

9. Service Standards:

At LaundryApps (UK) Ltd., we're committed to delivering our services with the attention to detail and expertise you'd expect, aligning with industry best practices.

Our responsibility for delays or service issues will be limited if the information you provide is incorrect or incomplete, such as an inaccurate address, or if you're unable to accept redelivery as arranged.

Items with special care needs, lacking cleaning instructions, or already damaged/stained, along with those containing foreign objects like pins or coins, fall outside our standard liability. With your agreement, we might still proceed, but at your own risk.

Wash and Tumble Dry Services:

Before You Send Items:
Please check all items for any loose objects (e.g., keys, coins) as we cannot be held responsible for loss or damage during cleaning.

Washing and Drying:
Items are washed at 30°C and tumble-dried on a medium setting. Given the volume of our operations, specific requests for wash temperatures or detergents might not be accommodated, and items are not ironed.

Sorting Colours:
We'll sort your laundry into light and dark colours with great care. However, we won't be held accountable for any colour bleeding or transfer.

Order Volume:
Laundry is billed by weight, with a 6kg minimum. We'll adjust the charge based on the actual weight once measured at our facility. Orders under 6kg are billed at our standard rate.

Damaged Items:
We wash by the load without checking each item's care label. We are not liable for damage to garments requiring special care (e.g., leather, silk, cashmere). Ensure these items are machine washable and suitable for tumble drying before sending.

Tagging:
Laundry is tagged by the load, not individually. We cannot take responsibility for any items that go missing.

This approach ensures our services are provided effectively, while clarifying our limitations to help manage your expectations.

10. If there is a problem with the services:

If you encounter any issues with our services, we're here to help. Simply email our Customer Service at info@laundryapps.co.uk, as mentioned in the app, and let us know as soon as you can. Handling your complaint is on us; you won't incur any charges.

Please make sure to reach out within 24 hours after getting your items back if you feel we haven't met our commitments based on these Terms.

As a consumer, you're entitled to expect that our services are performed competently and with care, and that the materials we use are as promised and without faults. You can seek advice on your rights from your local Citizens' Advice Bureau or Trading Standards office. Rest assured, your statutory rights remain unaffected by these Terms.

11. Pricing and Payments:

The cost for our services is detailed on our price list, available through our app or at www.laundryapps.co.uk/price. These prices are valid at the time you place your order. Although our prices may change, any alterations won't affect orders that have already been confirmed under the terms outlined in paragraphs 3.2 and 4.3.

We may apply a service fee for our services, and this fee can change. We will inform you of any service fees and taxes on the checkout page before you complete your purchase.

When you place an order, we hold the payment on your card. Some banks may display this as a recent transaction. We only process the payment once your items have arrived at our facility and have been cleaned. If the final cost is higher than what we initially held on your card (for instance, if we need to make updates to your order), it might appear as a transaction. However, the held amount will be released once the full payment has been processed. Payment is taken from the debit or credit card you provided with your order. If we're unable to process your payment for any reason, you will owe us the total amount due, plus interest.

In the unlikely event that an item is lost or damaged, LaundryApps (UK) Ltd will offer compensation in accordance with the Fair Compensation Guidelines from the Textile Services Association. These guidelines suggest that compensation should consider the item's wear, tear, and age. For us to consider compensation, we may require receipts or bank statements showing the purchase price.

If liable, we'll adhere to these guidelines, excluding additional costs like shipping or alteration fees. Our liability for each item is capped at ten times the service fee, with a maximum of £50.00, provided there's proof of purchase.

Items must be inspected upon delivery. If you notice any loss or damage, inform us within 48 hours. We reserve the right to inspect and photograph any claimed damages.

We won't cover damages for items without the original dry-cleaning ticket, those not inspected, or items recleaned by you or a third party. We're unaware of each item's value and recommend you insure them.

We'll compensate for loss or damage due to our negligence. However, we're not liable for items valued over £250.00 without prior email notification, nor for foreseeable losses. For commercial users, we disclaim liability for profit, business, or opportunity losses.

11. Exclusions to our liability include:

Unnotified special cleaning instructions.
Items without care labels.
Pre-existing damages.
Left items in clothing (e.g., pins, jewelry).
Provided extraneous packaging.
Services agreed under specific conditions.
Disposal of items as agreed.
Normal wear and tear.
Mislabeling by manufacturers or incorrect instructions.
Color loss, bleeding, or shrinkage, especially for Wash & Tumble Dry Service items.

Our liability does not extend to:

Consequential losses.
Damage to buttons, zips, and other fastenings.
We use a heat-sealed sticker or pin for item tagging. Removing these tags may void liability for any resultant damage. For assistance, contact our Customer Service Team via live chat.

If we compensate for damaged items, we retain the right to keep them.

12. Events Outside Our Control:

In the case of unforeseeable events beyond our control, we cannot be held accountable for delays or failures in meeting our obligations. Such events include, but are not limited to, strikes, civil unrest, acts of terror, conflicts, natural disasters like fires, storms, or floods, and significant disruptions to infrastructure or communication networks.

Should such an event occur, we'll inform you promptly and our obligations will be put on hold for as long as the situation persists. Alternatively, you can choose to cancel your order as specified in section 5, or we may do so under section 6. If cancellation occurs, we'll ensure the return of your items at no extra charge to you.

13. Information about us and how to contact us:

LaundryApps (UK) Ltd is a company incorporated in England and Wales. Our main office is located at LaundryApps UK Ltd., 280 Barking Road, London, E6 3BA, UK

Should you have any inquiries or face any issues, feel free to reach out to us. You can get in touch via email at info@laundryapps.co.uk or through our app's request feature.

For written communications or if required by our Terms to notify us in writing, kindly email us at info@laundryapps.co.uk. We will acknowledge your message by email. When we need to contact you or send you written notices, we'll do so through the app's notification system or via email to the address you've provided in your order.

14. How we may use your personal information:
We'll use the personal information you share with us to:

Deliver the services you've signed up for;
Handle your payments for these services; and
Let you know about other services we offer that are similar to the ones you're using, unless you choose not to receive these messages by opting out via the ‘Unsubscribe’ option in any of our marketing emails.
Your personal data won’t be shared with anyone, except for the service providers we work with.

15. Laundryapps Quality Guarantee:

We closely inspect each garment before it’s returned to you. If you’re not fully satisfied, contact us within 24 hours of delivery. We promise to re-clean your items for free. Requests made after 24 hours may be considered, but it's not guaranteed.

For re-cleaning, email our Customer Service at info@laundryapps.co.uk Describe the issue and include any relevant photos. Our team will get in touch to schedule a pickup time.

16. Re-cleaning Policy:

Our re-cleaning service is exclusively for items previously cleaned by Laundryapps, with the original dry cleaning ticket attached. It's important to understand that not all stains can be removed. In cases where stains persist, we will inform customers based on the details provided in the attached ticket. Please note, if stain removal is not possible, we cannot offer a complimentary re-clean.

17. Vouchers and promotions:
Here are the simplified and clear terms for using vouchers at LaundryApps (UK) Ltd, designed with Hemingway's straightforward style in mind:

All our vouchers have an expiry date and are for specific deals.
The use of vouchers is governed by our service and website terms.
You can't combine vouchers or use them with other deals.
Only one voucher or code can be used for each purchase.
Vouchers can't be shared, sold, or swapped for cash. If you try to sell a voucher, it won't be valid.
We might refuse a voucher if there's a good reason.
We can end the voucher offer anytime without notice.
You need to show the voucher code when you're paying.
Your order must be at least £20 to use a voucher.
Vouchers need to be used within 24 hours once you start using them.
You can't use vouchers for items you've already paid for.

18. Other important terms:

We may pass on our rights and duties under this agreement to another company, but we'll let you know if we do. This won't change your rights or our responsibilities.

This agreement is just between you and us. Nobody else can enforce its terms.

Each part of this agreement stands on its own. If a court finds any part to be invalid, the rest will still apply.

This agreement is governed by English law. You can take legal action related to this agreement in English courts. If you live in Northern Ireland or Scotland, you can choose to bring proceedings there instead.