By engaging with the dry cleaning, laundry, alterations, and repair services provided by our business, you agree to the following terms and conditions. These terms may be amended periodically without prior notice. Your statutory rights are unaffected.
1.1 Scope of Terms: These conditions define the framework for the provision of our services. Please read this carefully.
1.2 Acknowledgment: By placing an order, you confirm understanding and acceptance of these terms.
1.3 Inquiries: Contact us directly with any questions or clarifications.
2.1 Business Identity: Our company operates as Laundra Limited, with registered offices located at Unit 15, Clifton Down Shopping Centre, Whiteladies Road, Bristol, BS8 2NN, Registration number 10009970.
2.2 Contact Details: You can reach us via phone at 01174031831 or by writing to us at info@laundra.co.uk.
2.3 Correspondence: We will use the telephone number provided, or write to you at the email address or postal address provided.
2.4 Definition of Written Communication: Encompasses emails, texts, letters, app messages, and other electronic mediums.
3.1 Care Labels: Items submitted for cleaning must have clear and proper care labels. We do not accept responsibility for items that have missing, unreadable or removed care labels and you accept that all such items are cleaned “at owner’s risk.”
3.2 Stain Removal Disclaimer: We carefully inspect every item before returning it to ensure it meets our rigorous quality standards. While we make every effort to remove stains without causing damage to your item, please note that stain removal is not guaranteed. The cleaning charge will apply regardless of whether the stain has been successfully removed. Identifying stains prior to cleaning often improves the chances of removal, but success depends on various factors, including the stain’s age, composition, any prior cleaning attempts, and the nature of the fabric and dye.
3.3 Smart Tagging Technology: We use barcode systems for efficient tracking and accurate garment care. Tags are discreet and heat seal applied to each item.
3.4 Customer Disclosures: It is helpful when you inform us of unusual stains or unique cleaning requirements to ensure optimal treatment.
4.1 Order Confirmation: Orders are deemed accepted upon issuing a receipt, invoice, or email confirmation.
4.2 Right to Decline: We reserve the right to refuse items deemed unsafe or unsuitable for cleaning.
4.3 Order Reference: Retain the order number provided for efficient communication about your service.
5.1 Customer Amendments: If you would like to make changes to the services, please contact us. We will confirm whether the requested changes are possible. If they are, we will inform you of any adjustments to the service price, timing, or other relevant details resulting from the change and ask for your confirmation before proceeding.
5.2 Adjustments by us: Significant service changes will be communicated, and customers may cancel their order with a full refund if changes are unacceptable.
6.1 Completion Periods: Service completion times range from three business days to six weeks, depending on complexity.
6.2 Delays Beyond Control: We are not liable for delays caused by circumstances beyond our control. If an event outside our control impacts our ability to provide services, we will notify you as soon as possible and take steps to minimise the delay. While we will not be responsible for delays resulting from such events, you may contact us to terminate the contract and receive a refund for any services paid for but not delivered if there is a risk of significant delay.
6.3 Insufficient Information: To provide our services, we may require specific information from you, such as cleaning instructions if the care label has been removed from an item. We will contact you to request this information. If you do not provide the necessary details, or if the information is incomplete or incorrect, you acknowledge that this may cause delays and that we will proceed with cleaning the item at your own risk.
6.4 Service Suspension: In cases of extended disruption, customers may terminate their contract and request refunds for unfinished services.
6.5 Payment Delays: Non-payment will result in item retention or suspended deliveries.
7.1 Your Right to End the Contract Before Services Are Provided: You may end the contract for services at any time before they have been supplied and paid for. However, in some cases, we may charge you certain fees, as outlined below.
7.2 Ending the Contract for a Valid Reason: If you end the contract for one of the reasons listed below, it will terminate immediately, and we will issue a full refund for any services not provided or not properly provided. The valid reasons are:
7.3 Ending the Contract Without a Valid Reason: If you choose to end the contract without a valid reason, and your item has already been cleaned, you will be charged the full cost of the cleaning.
8.1 Termination Due to Breach of Contract: We may terminate the contract at any time if:
8.2 Compensation for Breach: If we terminate the contract for reasons outlined in Clause 8.1(a)-(c), we will refund any advance payments for services not yet provided. However, we may deduct reasonable compensation for costs incurred due to your breach of contract.
9.1 Pricing Guidelines: Pricing structures displayed are indicative only and the final price can be determined after garment inspection only. Special items with delicate fabrics or features, designer or luxury labels and express services may incur additional charges.
9.2 VAT Application: Price adjustments due to VAT changes apply unless the order is prepaid in full prior to the VAT change.
9.3 Advance Payments: Full payment is required upfront for all orders. Delivery payments must be settled before dispatch.
9.4 Disputed Payments: Disputes will follow the issuing bank’s resolution process. We may charge dispute handling fees for chargebacks ruled in our favor.
10.1 Responsibility for Foreseeable Loss or Damage: In the unlikely event of damage, you must notify us within 24 hours of receiving your cleaned item. If we fail to meet our obligations under this agreement, we accept responsibility for any loss or damage that could reasonably have been anticipated as a result of our breach or failure to use reasonable care and skill. However, we are not liable for losses or damages that could not have been foreseen. Loss or damage is considered foreseeable if it is either an obvious outcome or something both parties were aware of when entering into the agreement.
10.2 Resolving Disputes Over Responsibility for Loss or Damage: If responsibility for loss or damage is disputed, an independent analysis may be conducted by a reputed fabric care research laboratory agreed by both parties. The laboratory will act as an expert, not an arbitrator, and its written findings will be final and binding unless a clear error or fraud is found. The cost of this analysis, which is typically around £250, will be borne by either you or us, on the laboratory conclusion of whether a damage has been made or not.
10.3 Liability That Cannot Be Excluded: Our liability cannot be excluded or limited in cases where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or breaches of your statutory rights.
10.4 Liability for Damage to Your Items: Any item subject to a complaint must be returned to us unworn or unused and in the original packaging. Failing to do so will void any claims. We are not responsible for repairing pre-existing faults or damage identified during the cleaning process. Additionally, we are not liable for inherent weaknesses or defects in materials, such as colour bleeding, sun fading, or fabric flaws, that may result in tears, holes, or stains after cleaning.
10.5 Maximum Liability: Subject to Clause 10.2, our liability in connection with this agreement will be limited to the lower of:
If no receipt can be provided, The item’s depreciated value is capped at £100 per damaged item.
Compensation applies only to the specific item affected (e.g., damage to trousers in a suit set would only cover the trousers).
For business contracts, liability is limited to the cost price, not the retail value, to reflect the item’s purchase cost.
Items subject to compensation claims will not be returned but donated to charity.
10.6 Items Cleaned “At Owner’s Risk”: We are not liable for items cleaned under an “owner’s risk” agreement. The following are considered “at owner’s risk”:
In such cases, any loss or damage is at your own risk.
11.1 Purpose: Personal data is used exclusively for service delivery and optional promotional communications. You can read our Privacy Policy here.
11.2 Data Sharing: Data is not shared with third parties unless legally mandated.
12.1 Inspection Upon Receipt: Customers must inspect garments at the time of delivery and report any issues within 24 hours. We will not be responsible for any damage reported after 24 (twenty-four) hours of delivery of your items.
12.2 Service Times: We will endeavour to deliver/collect your items within your scheduled slot, however these time slots are estimates only and due to circumstances beyond our control, we cannot guarantee that your items will be delivered or collected within a scheduled slot. We will endeavour to keep you informed using the contact details provided.
12.3 Missed Appointments: A rescheduling fee of £5 applies for missed or inaccessible collection/delivery attempts.
12.4 Access Challenges: Notify us in advance of potential access issues to avoid delays. If a delivery driver is required to collect or deliver items above the ground floor of a building, we reserve the right to decline the service. Customers are encouraged to notify us in advance if they anticipate any access issues for the driver. While we will make every effort to accommodate such requests where feasible, we cannot guarantee that we will always be able to do so.
13.1 Transfer of Agreement: Agreements may be transferred to alternative service providers where necessary.
13.2 Legal Jurisdiction: These terms are governed by English law. Disputes will be resolved exclusively in English courts.
13.3 Severability: Invalid clauses do not affect the validity of remaining terms.
13.4 Rights Enforcement: Failure to enforce any term does not constitute a waiver of rights.
By engaging with our services, you confirm your agreement to these terms. For inquiries, contact our customer service team directly.