Terms and Conditions

Laundrette Maids
Last updated: 1 June 2026

In simple terms: please choose the correct service, provide accurate collection and delivery details, make sure your items are suitable for the service selected, remove personal belongings from pockets, be available for collection and delivery, and report any issue within 24 hours of receiving your order by emailing customer.service@laundrettemaids.co.uk. These Terms explain how our services work, when charges may apply, how complaints are handled, and what our responsibilities and limits are.

 

1. The contract

1.1 These Terms and Conditions apply to all orders placed with Laundrette Maids through our website, mobile app, booking system, phone, SMS, WhatsApp, email, social media, in-store, or any other platform.

1.2 Please read these Terms carefully before placing an order. By placing an order, booking a service, using our website, using our app, visiting our premises, or using any of our services, you agree to these Terms and Conditions.

1.3 If you do not agree to these Terms, you should not place an order with us.

1.4 These Terms should be read together with our Privacy Policy, Refund & Cancellation Policy, Collection & Delivery Policy, Laundry Care & Garment Disclaimer Policy, Complaints Policy, and any other policy or service information displayed on our website or booking system.

1.5 These Terms may be updated from time to time. The Terms that apply to your order will normally be the version in place at the time your order is accepted by us.

1.6 Nothing in these Terms affects your statutory rights.

 

2. Definitions

2.1 In these Terms, the following words have the meanings set out below.

2.2 App means our mobile app, website, booking system, customer portal, or any digital platform used to place or manage an order.

2.3 Business Customer means any customer using our services for commercial, business, trade, professional, industrial, accommodation, hospitality, healthcare, care, retail, or resale purposes.

2.4 Consumer Customer means an individual using our services mainly for personal, domestic, or household purposes.

2.5 Event Outside Our Control means any event or circumstance beyond our reasonable control, including traffic, severe weather, road closures, fire, flood, equipment breakdown, utility failure, staff shortage, supplier failure, internet or payment system failure, industrial action, public emergency, government restriction, or the unavailability of key staff, materials, equipment, contractors, or service providers.

2.6 Item means any garment, fabric, linen, uniform, bedding, duvet, towel, rug, bag, or other article provided to us for cleaning, care, hire, processing, collection, or delivery.

2.7 Order means your booking or request for services submitted to us through our website, app, booking system, phone, SMS, WhatsApp, email, social media, in-store, or any other platform.

2.8 Services means any service provided by us, including laundry, wash, dry and fold, ironing, bedding and duvet cleaning, garment care, wet cleaning, collection and delivery, commercial laundry, industrial laundry, linen hire, uniform hire, and related services.

2.9 Service Provider means any third party, contractor, supplier, driver, payment processor, software provider, cleaning partner, or other provider we use to help deliver our services.

2.10 Terms means these Terms and Conditions, as updated from time to time.

2.11 Writing or written includes email, SMS, WhatsApp, app notification, website message, or other electronic communication.

 

3. Who we are

3.1 Laundrette Maids is the customer-facing trading brand for our laundry, collection and delivery, garment care, commercial laundry, industrial laundry, linen hire, uniform hire, and related services.

3.2 The brand company is Laundrette Maids Ltd, company number 15720854, registered in England and Wales.

3.3 The payment and transaction company is LM Services Group Ltd, company number 17028041, registered in England and Wales.

3.4 Our address is Unit 4 Business Park, Cemetery Road, Barnes Road, Bradford, BD8 9RY.

3.5 Our websites are www.laundrettemaids.co.uk and www.laundrettemaids.com.

3.6 You can contact us by email at info@laundrettemaids.co.uk for general enquiries, or by telephone on 0113 819 7839. Order issues, complaints, missing item reports, damage concerns, shrinkage concerns, colour transfer concerns, stain concerns, odour concerns, incorrect service concerns, refund requests, or re-clean requests should be sent to customer.service@laundrettemaids.co.uk.

3.7 All payments, invoices, receipts, refunds, account balances, transactions, and related financial administration are handled and processed by LM Services Group Ltd.

3.8 Laundrette Maids Ltd may manage customer-facing services, including bookings, laundry orders, customer communication, collection and delivery, complaints, service management, marketing, and operational matters.

3.9 In these Terms, the words “Laundrette Maids,” “we,” “us,” “our,” or “the business” refer to Laundrette Maids Ltd and/or LM Services Group Ltd, depending on the service, booking, payment, invoice, receipt, refund, account, or transaction being provided.

 

4. Placing an order

4.1 Submitting an order does not automatically mean we have accepted your order.

4.2 A contract between you and us is created when we accept your order by confirmation email, text message, app notification, written message, or other confirmation.

4.3 We may assign an order number to your order. Please quote this order number when contacting us about your booking.

4.4 You are responsible for checking your order details before submitting your booking.

4.5 This includes checking your name, contact number, email address, collection address, delivery address, service selected, weight range selected, item type selected, collection and delivery dates, special instructions, and any access or parking information.

4.6 We are not responsible for delays, failed collections, failed deliveries, incorrect processing, or additional charges caused by incorrect, incomplete, or unclear information provided by you.

4.7 If you believe you have made a mistake, you must contact us as soon as possible.

4.8 We reserve the right to refuse, amend, delay, or cancel an order where:

4.8.1 We are unable to provide the service.

4.8.2 The order details are incorrect or incomplete.

4.8.3 The selected service is unsuitable.

4.8.4 Payment has failed.

4.8.5 The items are unsuitable for the service selected.

4.8.6 The items are unsafe, contaminated, damaged, hazardous, or high-risk.

4.8.7 The address is outside our service area.

4.8.8 An Event Outside Our Control prevents us from completing the service.

4.8.9 Any other reasonable issue prevents us from completing the order safely or properly.

 

5. Use of CleanCloud and booking systems

5.1 We may use CleanCloud or another booking, order management, payment, collection, delivery, customer account, or customer communication system to manage our services.

5.2 When you place an order, create an account, book a collection, make a payment, request a quote, contact us, or use our website or app, your details may be processed through CleanCloud or another trusted service provider.

5.3 This may include customer account details, order details, collection and delivery information, payment status, customer notes, communication records, service preferences, marketing preferences where applicable, complaints, support queries, and order history.

5.4 By using our services, you agree that we may use third-party systems and service providers where necessary to provide, manage, improve, and support our services.

 

6. Services we provide

6.1 We provide services for residential, commercial, and industrial customers.

6.2 Our services may include wash, dry and fold, wash and dry, ironing, bedding and duvet cleaning, dry cleaning / garment care, wet cleaning / eco garment care, collection and delivery, commercial laundry, industrial laundry, linen hire, uniform hire, business laundry contracts, retail laundry products, and add-ons.

6.3 We may refuse any item that we consider unsuitable, unsafe, excessively risky, heavily contaminated, hazardous, damaged, or outside our normal service capability.

6.4 Some services may be subject to separate service terms, written quotes, commercial agreements, minimum order values, collection schedules, or special instructions.

 

7. Minimum order value

7.1 Minimum order values may apply for collection and delivery services.

7.2 Where a minimum order value applies, this will usually be shown at checkout or applied automatically by the booking system.

7.3 If an order falls below the required minimum order value, we may charge the minimum order value, ask you to amend the order, or refuse the order.

7.4 Minimum order values may still apply where a voucher, promotion, account credit, prepaid package, or discount is used.

 

8. Prices and payment

8.1 Prices are shown on our website, app, booking system, price list, quote, or invoice.

8.2 Prices may depend on weight, number of bags, item type, service type, turnaround time, location, special handling, garment type, commercial volume, linen hire, uniform hire, delivery distance, or other relevant factors.

8.3 All payments, invoices, receipts, refunds, account balances, transactions, and related financial administration are handled and processed by LM Services Group Ltd.

8.4 We may take payment, pre-authorise payment, or capture payment at the time of booking.

8.5 Final payment may be adjusted after your items are received, checked, weighed, or inspected at our cleaning centre.

8.6 If the final order value is higher than the amount originally selected or authorised, the additional amount may be charged automatically to your selected payment method.

8.7 If payment fails, we may withhold processing, pause delivery, request payment, charge late payment interest where legally permitted, recover reasonable costs, or require payment before releasing items.

8.8 Prices may change from time to time, but price changes will not normally affect orders that we have already accepted unless there has been an obvious pricing error or the order needs to be amended due to incorrect customer selection, additional weight, additional items, or service changes.

 

9. Weighing and additional kilogram charges

9.1 Laundry is weighed at our cleaning centre before processing.

9.2 If the actual weight of your laundry exceeds the weight range, bag size, service level, or product selected at the time of booking, additional kilogram charges may apply.

9.3 Additional kilogram charges may be applied automatically using your selected payment method. This helps avoid delaying your order.

9.4 Customers are responsible for selecting the correct service, item type, weight range, and order size when booking.

9.5 Where items are under the selected weight range, no refund or credit will automatically be due unless stated otherwise by us.

9.6 If the customer selected the wrong weight range, bag size, item type, or service level, this is treated as a customer selection issue and may result in additional charges.

 

10. Changes to your order

10.1 You may request changes to your order before collection.

10.2 Changes are subject to availability and may result in additional charges.

10.3 Once items have been collected or processing has started, changes may not be possible.

10.4 We may suggest changes to your order if we believe a different service is more suitable for your items.

10.5 Any change may affect the price, turnaround time, or service method.

10.6 Where a change is required because the original service was selected incorrectly, additional charges may apply.

10.7 If the customer requests a change after a driver has been allocated, a route has been planned, items have been collected, or processing has started, additional charges may apply.

10.8 These charges may include re-routing fees, re-collection fees, re-delivery fees, service upgrade charges, additional kilogram charges, special handling charges, urgent turnaround charges, or other reasonable costs caused by the change.

 

11. Cancelling or rescheduling your order

11.1 You may cancel or reschedule your order before the collection date or collection time, subject to our cancellation rules.

11.2 If you cancel or reschedule at short notice, after a driver has been allocated, after staff have been dispatched, or within a restricted time window, a cancellation or rescheduling fee may apply.

11.3 Once items have been collected, you acknowledge that we may have started providing the service. At that stage, cancellation may not be possible without charge.

11.4 Where a service has already started, you may be required to pay for any work already carried out, costs incurred, collection costs, return delivery costs, inspection costs, special handling, or administration charges.

11.5 A short-notice cancellation or rescheduling fee of £10.00 may apply where:

11.5.1 The customer cancels or reschedules on the same day.

11.5.2 The customer cancels or reschedules within 2 hours of the agreed collection or delivery slot.

11.5.3 A driver has already been allocated.

11.5.4 A driver has already been dispatched.

11.5.5 Staff have already started preparing the order.

11.5.6 A route has already been planned.

11.5.7 We have already incurred reasonable costs linked to the booking.

11.6 A higher charge of £15.00 may apply where:

11.6.1 The cancellation or rescheduling relates to an urgent, same-day, next-day, or specially arranged collection or delivery slot.

11.6.2 A driver has already arrived at the address.

11.6.3 The cancellation or rescheduling causes significant route disruption, additional travel, or additional operational time.

11.6.4 The order is commercial, industrial, bulk, high-volume, or requires a specially arranged route.

11.6.5 There have been repeated cancellations, failed appointments, or short-notice rescheduling requests by the customer.

11.7 Where work has already started, the customer may also be charged for any work completed, collection costs, delivery costs, inspection costs, special handling, or other reasonable costs already incurred.

11.8 If you are a Consumer Customer and you place an order online, by phone, through the app, or away from our premises, you may have certain cancellation rights under consumer law.

11.9 Where you ask us to begin the service during any cancellation period, you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out if you cancel after we have started the service.

11.10 Nothing in this section affects your statutory rights.

 

12. Our right to cancel or refuse an order

12.1 We may cancel, refuse, delay, or amend an order if:

12.1.1 We are unable to provide the service.

12.1.2 The order details are incorrect or incomplete.

12.1.3 The selected service is unsuitable.

12.1.4 Payment has failed.

12.1.5 The items are unsuitable for the service selected.

12.1.6 The items are unsafe, contaminated, hazardous, damaged, or high-risk.

12.1.7 The address is outside our service area.

12.1.8 We cannot access the collection or delivery address.

12.1.9 The items have no care label or unclear cleaning instructions.

12.1.10 The item presents an increased risk of damage.

12.1.11 The item is outside our accepted service range.

12.1.12 An Event Outside Our Control prevents us from completing the service.

12.1.13 We believe the order cannot be completed safely or properly.

12.2 If we cancel an order before work has started, we will usually refund any payment made for the cancelled service.

12.3 If we cancel after collection because the items are unsuitable, unsafe, contaminated, hazardous, high-risk, or outside our service capability, we may arrange return of the items where possible.

12.4 Collection, delivery, inspection, administration, or handling charges may still apply where reasonable.

 

13. Collection and redelivery

13.1 We will make reasonable efforts to collect and deliver items within the selected time slot, but collection and delivery times are not guaranteed.

13.2 We are not liable for delays caused by traffic, weather, access problems, road closures, parking issues, vehicle issues, staff availability, operational issues, or any Event Outside Our Control.

13.3 Customers must ensure that items are ready for collection, someone is available at the agreed collection and delivery time, correct address details are provided, correct contact details are provided, access instructions are clear, and parking information is provided where needed.

13.4 Customers must also provide building entry codes, concierge instructions, gate codes, reception information, workplace handover instructions, or safe place instructions where required.

13.5 You are responsible for ensuring we have reasonable access, including suitable parking where required.

13.6 Where you use our collection and delivery services, we may share necessary order, address, access, safe place, contact, and delivery information with our staff, drivers, contractors, or delivery partners.

13.7 If you ask us to leave items in a safe place, with a neighbour, concierge, reception, staff member, workplace, or any other third party, this is done at your own risk.

13.8 Once items are left in the agreed location or with the agreed third party, we are not responsible for loss, theft, damage, or missing items.

13.9 You may arrange for items to be collected from, or delivered to, a third party. This is at your own risk, and the third party must be willing and able to acknowledge receipt or handover on your behalf where required.

 

14. Failed collection or failed delivery

14.1 Customers must be available at the agreed collection and delivery time, or ensure that clear access, safe place, reception, concierge, workplace, or third-party handover instructions have been provided in advance.

14.2 If we are unable to collect or deliver because the customer is unavailable, the address is incorrect, items are not ready, access is unavailable, parking information is missing, gate codes are incorrect, safe place instructions are unclear, or a third party refuses handover, this will be treated as a missed collection or missed delivery.

14.3 A missed collection fee of £10.00 may apply where:

14.3.1 The customer is not available at the agreed collection time.

14.3.2 Items are not ready for collection.

14.3.3 We cannot access the property, building, reception, concierge, or agreed collection point.

14.3.4 The address or access details provided are incorrect.

14.3.5 Gate codes, parking details, concierge details, or access instructions are missing or incorrect.

14.3.6 The customer cancels after the driver has been allocated or dispatched.

14.3.7 The customer asks to reschedule at short notice after the driver route has already been arranged.

14.4 A higher missed collection fee of £15.00 may apply where:

14.4.1 There is a repeat missed collection.

14.4.2 The customer misses an urgent, same-day, next-day, or specially arranged collection slot.

14.4.3 The driver has already arrived at the address and the collection cannot be completed.

14.4.4 The failed collection causes significant route disruption, additional travel, or additional operational time.

14.4.5 The order is commercial, industrial, bulk, high-volume, or requires a specially arranged route.

14.5 A missed delivery or re-delivery fee of £10.00 per attempt may apply where:

14.5.1 The customer is not available to receive the order.

14.5.2 We cannot access the property, building, reception, concierge, or agreed delivery point.

14.5.3 The address or access details provided are incorrect.

14.5.4 The customer does not respond to reasonable contact attempts.

14.5.5 The customer refuses delivery without reasonable cause.

14.5.6 The customer requests re-delivery after missing the agreed slot.

14.5.7 Safe place or third-party handover instructions are unclear or incorrect.

14.6 A higher missed delivery or re-delivery fee of £15.00 per attempt may apply where:

14.6.1 There is a repeat missed delivery.

14.6.2 The customer misses an urgent, same-day, next-day, or specially arranged delivery slot.

14.6.3 The driver has already arrived at the address and delivery cannot be completed.

14.6.4 The failed delivery causes significant route disruption, additional travel, or additional operational time.

14.6.5 The customer requests a further re-delivery after a previous failed attempt.

14.6.6 The order is commercial, industrial, bulk, high-volume, or requires a specially arranged route.

14.7 If the driver is required to wait for more than 5 minutes, a waiting charge of £1.00 per minute may apply, capped at £15.00.

14.8 If the customer changes the collection or delivery address after the driver has been allocated or dispatched, a charge of £10.00 may apply, plus any reasonable additional mileage, route, parking, congestion, access, or additional time costs where applicable.

14.9 A higher charge of £15.00 may apply where the address change causes significant route disruption, additional travel, additional operational time, or affects an urgent, same-day, next-day, commercial, industrial, bulk, or specially arranged order.

 

15. Customer-caused fees and additional charges

15.1 We may apply reasonable customer-caused charges where extra time, travel, labour, administration, route disruption, re-delivery, re-collection, re-processing, storage, special handling, extra drying, or other costs are caused by the customer, incorrect information, failed access, non-attendance, late changes, undisclosed item risks, or circumstances outside our control.

15.2 These charges are intended to cover reasonable costs incurred by us, including driver time, fuel, route planning, route disruption, administration, customer communication, lost collection or delivery slots, and operational time. They are not intended to act as a penalty.

15.3 Customer-caused fees may include missed collection fees, missed delivery fees, re-delivery fees, short-notice cancellation fees, short-notice rescheduling fees, waiting time fees, additional kilogram charges, extra drying charges, special handling charges, contamination handling charges, storage charges, payment dispute costs, or other reasonable charges caused by the customer.

15.4 Customer-caused charges may include:

15.4.1 Missed collection because the customer is unavailable, items are not ready, or access is not available: £10.00.

15.4.2 Missed delivery because the customer is unavailable or access is not available: £10.00 per re-delivery attempt.

15.4.3 Rescheduling within 2 hours of the agreed collection or delivery slot: £10.00.

15.4.4 Same-day cancellation after a driver has been allocated or dispatched: £10.00.

15.4.5 Change of collection or delivery address after a driver has been allocated or dispatched: £10.00 plus reasonable additional costs.

15.4.6 Repeat missed collection or repeat missed delivery: £15.00.

15.4.7 Failed urgent, same-day, next-day, or specially arranged collection or delivery: £15.00.

15.4.8 Driver arrives but cannot complete collection or delivery due to customer non-attendance, incorrect details, failed access, or items not being ready: £15.00.

15.4.9 Significant customer-caused route disruption, additional travel, or additional operational time: £15.00 or reasonable additional costs, depending on the circumstances.

15.4.10 Driver waiting time after the first 5 minutes: £1.00 per minute, capped at £15.00.

15.4.11 Laundry weight exceeds the selected weight range: charged at the published additional kilogram rate.

15.4.12 Customer selects the wrong service or item type: difference in service price plus any reasonable additional handling cost.

15.4.13 Items require extra drying due to size, filling, heavy fabric, overloading, dampness, or item condition: additional drying or handling charge may apply.

15.4.14 Undisclosed pet hair, heavy soiling, odour, bodily fluids, contamination, oil, chemicals, mould, or hazardous material: £10.00–£25.00, depending on extra handling required.

15.4.15 Items require special handling not selected at the time of booking: additional service charge may apply.

15.4.16 Failed payment, returned payment, chargeback, or payment dispute caused by the customer: reasonable payment provider, bank, recovery, or administration costs incurred.

15.4.17 Storage where items cannot be returned due to customer non-response or failed delivery: £2.00 per day after 7 days.

15.4.18 Uncollected or undelivered items after 30 days: items may be donated, recycled, disposed of, or otherwise dealt with at our discretion.

15.5 We will usually make reasonable efforts to notify the customer of additional charges.

15.6 Some charges may be applied automatically where the customer has already agreed to these Terms, where the charge is shown in the booking process, where the charge is caused by the customer’s order selection, or where applying the charge is necessary to avoid delaying the order.

15.7 If an issue is caused by our error, we will not charge the customer again to correct the affected part of the service.

15.8 Examples of our error may include an agreed service not being carried out, the wrong service being applied by us, a paid add-on not being provided, an item being clearly missed from an agreed service, or the order not being processed in line with the accepted booking details.

15.9 The charges in this section do not limit your statutory rights.

 

16. Uncollected or undelivered items

16.1 If we are unable to return items to you and you fail to arrange collection or redelivery, we may hold the items for a reasonable period.

16.2 If items remain uncollected or undelivered for more than 30 days after we first attempt to contact you, we may dispose of, recycle, donate, or otherwise deal with the items at our discretion.

16.3 We will make reasonable efforts to contact you before doing so.

16.4 Storage fees may apply for items held beyond a reasonable period.

16.5 Where items cannot be returned due to customer non-response, failed delivery, incorrect contact details, or repeated missed delivery attempts, a storage charge of £2.00 per day may apply after the first 7 days.

 

17. Customer responsibilities before collection or drop-off

17.1 You must check all items before giving them to us.

17.2 You must remove all personal belongings from pockets, bags, bedding, laundry, garments, and other items.

17.3 This includes money, jewellery, keys, bank cards, phones, earphones, watches, pens, makeup, medication, documents, receipts, loose items, pins, sharp objects, hazardous objects, and any other personal belongings.

17.4 We are not responsible for damage, loss, staining, contamination, machine damage, or damage to other items caused by objects left inside pockets, bags, laundry, garments, or bedding.

17.5 You must tell us about any known risks, including delicate fabrics, loose trims, weak stitching, previous damage, stains, colour running, shrinkage risk, special care instructions, sentimental value, or high-value items.

 

18. Service standards

18.1 We aim to provide our services with reasonable care and skill.

18.2 We will use reasonable care when handling, cleaning, washing, drying, ironing, pressing, steaming, packing, collecting, and delivering items.

18.3 Laundry and garment care involve natural risks. These may include shrinkage, colour loss, colour bleeding, fading, bobbling, loose stitching, weakened fabric, damaged trims, broken zips, missing buttons, print damage, heat damage, texture change, and deterioration of old, worn, unsuitable, or incorrectly labelled items.

18.4 We are not responsible for issues caused by incorrect customer instructions, unsuitable service selection, missing or misleading care labels, pre-existing damage, unstable dyes, shrinkage-prone fabrics, or customer failure to disclose important information before processing.

 

19. Wash, dry and fold / wash and dry services

19.1 Wash, dry and fold services are intended for everyday machine-washable laundry.

19.2 These services are processed by load and not by individual garment inspection.

19.3 Individual care labels may not be checked on every garment within a mixed laundry load.

19.4 Customers must ensure that all items included in a wash, dry and fold order are suitable for machine washing and tumble drying.

19.5 Standard wash, dry and fold does not include specialist garment care, dry cleaning, hand washing, stain removal, ironing, steaming, pressing, or delicate item handling unless selected and paid for separately.

19.6 Unless otherwise stated, standard wash, dry and fold orders may be washed at a standard everyday wash temperature and tumble dried using a standard drying cycle.

19.7 We may separate obvious lights and darks where reasonably practical, but we cannot guarantee against colour bleeding, colour transfer, shrinkage, fading, bobbling, texture change, print damage, fabric damage, or damage caused by mixed laundry loads.

19.8 Wash, dry and fold does not include ironing unless ironing has been selected and paid for separately.

19.9 Customers must not include dry-clean-only items, hand-wash-only items, wool, cashmere, silk, leather, suede, fur, velvet, bridalwear, designer garments, vintage garments, sentimental garments, embellished garments, beaded or sequinned items, items likely to shrink, items with unstable dyes, items with missing or unclear care labels, or any item requiring special care in standard wash, dry and fold orders.

19.10 If these items are included in a standard wash, dry and fold order, they are processed at the customer’s own risk.

19.11 We are not responsible for shrinkage, colour bleeding, colour transfer, fading, bobbling, texture change, print damage, loose stitching, or damage to delicate or unsuitable items included in a standard laundry load.

19.12 Customers must inspect their wash, dry and fold order as soon as it is returned.

19.13 Any issue, missing item, damage, colour transfer, shrinkage concern, or complaint must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

 

20. Colour separation and colour transfer

20.1 We may separate obvious lights and darks where reasonably practical, but we cannot guarantee full colour separation for every item in a mixed laundry load.

20.2 Customers are responsible for ensuring that colour-sensitive, new, unstable-dye, or colour-running items are not included in standard laundry loads.

20.3 We are not responsible for colour bleeding, colour transfer, fading, dye loss, or discolouration where items are included in a mixed laundry load, items have unstable dyes, items are new or have not been washed before, items have incorrect or missing care labels, items are unsuitable for the selected service, or the customer failed to disclose colour sensitivity or special care requirements.

20.4 Any concern about colour transfer, colour bleeding, fading, or discolouration must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

20.5 Items must not be worn, washed, rewashed, treated, or altered before we have had the opportunity to inspect them.

 

21. Tagging and order identification

21.1 We may tag, label, scan, mark, bag, or otherwise identify items or orders for operational and tracking purposes.

21.2 Some items or bags may be tagged by load rather than individually.

21.3 For standard wash, dry and fold orders, items may not be individually tagged.

21.4 We cannot accept responsibility for alleged missing individual items unless they were separately listed, counted, accepted, and acknowledged by us in writing before processing.

21.5 Where heat-sealed tags, stickers, temporary pins, labels, barcodes, or other identification methods are used, we will try to place them as discreetly as reasonably possible.

21.6 Customers should not remove tags or labels in a way that may damage the item.

21.7 We are not responsible for damage caused by the customer or a third party removing tags, stickers, labels, pins, or identification markers.

21.8 Any issue relating to tagging, missing items, order identification, or item tracking must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

 

22. Care labels and garment instructions

22.1 Where care labels are present, we will usually follow the care label instructions where reasonably possible.

22.2 If an item has no care label, an unreadable label, incorrect label, conflicting instructions, or appears unsuitable for the selected service, we may process it using our professional judgement, refuse the item, or ask for further instructions.

22.3 We are not responsible for damage caused by incorrect, missing, misleading, or unsuitable care labels.

22.4 If a care label is incorrect, incomplete, misleading, or does not accurately reflect the item’s true fabric behaviour, we are not responsible for damage, shrinkage, colour loss, distortion, or other deterioration caused by following or reasonably relying on that label.

22.5 Any issue relating to care labels, garment instructions, or alleged incorrect processing must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

 

23. Delicate, specialist and high-risk items

23.1 Customers must tell us before collection, drop-off, or processing if any item is delicate, specialist, expensive, sentimental, designer, vintage, altered, damaged, shrinkage-prone, colour-sensitive, dry-clean-only, hand-wash-only, or requires special treatment.

23.2 High-risk items may include leather, suede, fur, silk, wool, cashmere, velvet, bridalwear, designer garments, vintage garments, sentimental items, beaded garments, sequinned garments, heavily embellished garments, items with glued trims, items with painted prints, waterproof or coated items, items with unstable dyes, items with weak stitching, items with missing or unclear care labels, and items that are already damaged, stained, worn, altered, stretched, shrunk, or fragile.

23.3 If a customer fails to tell us that an item is delicate, specialist, high-risk, or unsuitable for the selected service, we are not responsible for damage, shrinkage, fading, colour loss, colour bleeding, distortion, texture change, or other deterioration caused by the normal cleaning process.

23.4 We reserve the right to refuse any delicate, specialist, high-risk, or unsuitable item.

23.5 Where we agree to process such an item, we may require the customer to accept the risk before processing.

23.6 Any issue involving a delicate, specialist, high-risk, designer, sentimental, vintage, or high-value item must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

23.7 The item must not be worn, used, repaired, altered, cleaned, or treated before we have had the opportunity to inspect it.

 

24. Shrinkage policy

24.1 Laundry, garment care, drying, ironing, steaming, and pressing can involve a natural risk of shrinkage.

24.2 We are not responsible for shrinkage where the shrinkage is caused by the nature, age, condition, fibre content, construction, previous washing history, manufacturer defect, incorrect care label, missing care label, misleading care label, or unsuitability of the item for the selected service.

24.3 Some fabrics and garments are more likely to shrink, including wool, cashmere, silk, viscose, rayon, linen, cotton blends, knitted garments, delicate garments, designer garments, vintage garments, mixed fibres, glued materials, bonded materials, coated materials, structured materials, and items previously washed, dried, altered, stretched, or treated.

24.4 Customers must not place delicate, dry-clean-only, hand-wash-only, specialist, wool, cashmere, silk, leather, suede, velvet, embellished, bridalwear, designer, vintage, or high-value items into standard wash, dry and fold laundry loads.

24.5 If such items are included in a standard laundry load, they are processed entirely at the customer’s own risk.

24.6 If a customer informs us that an item is delicate, specialist, high-risk, shrinkage-prone, or requires special care, we may refuse to process the item, recommend a specialist cleaner, ask the customer to select a more suitable service, ask the customer to accept the risk in writing before processing, or process the item using professional judgement where we consider it reasonable to do so.

24.7 Where we agree to process a delicate or high-risk item after the customer has been informed of the risk, we are not responsible for shrinkage unless the shrinkage is directly caused by our negligence or failure to follow an agreed written instruction.

24.8 We do not guarantee that any item will retain its original size, shape, texture, colour, finish, or fit after cleaning, washing, drying, ironing, steaming, or pressing.

24.9 Any shrinkage concern must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

24.10 The item must not be worn, stretched, altered, repaired, washed, rewashed, steamed, pressed, or treated before we have had the opportunity to inspect it.

 

25. Stains and stain removal

25.1 We will make reasonable efforts to treat stains where stain treatment is included, requested, or considered appropriate.

25.2 Stain removal is not guaranteed.

25.3 Some stains may be permanent or may not be removable without risking damage to the item.

25.4 This includes oil, grease, ink, dye, rust, bleach, mould, colour transfer, age-related stains, heat-set stains, unknown substances, and previous failed cleaning attempts.

25.5 If we cannot remove a stain safely, we may return the item without further treatment.

25.6 We are not responsible where stains cannot be fully removed.

25.7 If a stain cannot be removed, this does not automatically mean the service has been carried out incorrectly.

25.8 Any concern about stain removal must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

25.9 Re-cleaning or further treatment may not be available if the item has been worn, used, washed, treated, altered, or cleaned again by the customer or a third party.

 

26. Ironing and pressing

26.1 Ironing and pressing services are carried out using reasonable care and professional judgement.

26.2 Customers must ensure that items are suitable for ironing, steaming, or pressing.

26.3 We are not responsible for damage caused by incorrect care labels, heat-sensitive materials, poor-quality prints, glued decorations, plastic trims, weak fabrics, previous damage, or items unsuitable for ironing.

26.4 Some creases, marks, or fabric distortions may not be fully removable.

26.5 Ironing does not include stain removal, washing, drying, repairs, button replacement, folding to a specific retail standard, or packaging unless agreed separately.

26.6 Any concern about ironing, pressing, creasing, heat marks, fabric distortion, or finishing must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

26.7 The item must not be worn, used, steamed, re-ironed, altered, or treated before we have had the opportunity to inspect it.

 

27. Bedding, duvets and bulky items

27.1 Bedding, duvets, pillows, mattress protectors, blankets, throws, rugs, and bulky items may require larger machines, longer drying times, and additional handling.

27.2 Customers must select the correct item type and size when booking.

27.3 We are not responsible for damage caused by age, weak filling, poor stitching, existing wear, incorrect care labels, shrinkage, colour bleeding, or items unsuitable for machine cleaning or tumble drying.

27.4 Additional charges may apply where bulky items require extended drying, reprocessing, additional labour, or specialist handling.

27.5 Some bulky items may not dry evenly due to their size, filling, construction, or condition.

27.6 Where additional drying or reprocessing is required, additional charges may apply.

27.7 Any issue with bedding, duvets, pillows, blankets, throws, rugs, bulky items, drying, shrinkage, odour, filling movement, or damage must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

27.8 Items must not be used, washed, dried, treated, altered, or cleaned again before we have had the opportunity to inspect them.

 

28. Dry cleaning, wet cleaning and garment care

28.1 Our garment care services may include wet cleaning, eco garment care, steam finishing, pressing, and other professional garment care methods.

28.2 The term “dry cleaning / garment care” may be used on our website or booking system to help customers understand the service category.

28.3 Not all garments are processed using traditional solvent dry cleaning.

28.4 Where a garment requires specialist solvent cleaning, leather cleaning, suede cleaning, fur cleaning, bridalwear cleaning, or another specialist process, we may refuse the item or recommend a specialist provider.

28.5 Customers must tell us if an item is delicate, expensive, sentimental, designer, altered, vintage, previously damaged, or requires special treatment.

28.6 We do not guarantee that garment care will restore an item to new condition.

28.7 Stain removal is not guaranteed.

28.8 Any issue with garment care, wet cleaning, finishing, pressing, shrinkage, colour change, texture change, stains, or damage must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

28.9 The item must not be worn, used, washed, repaired, altered, treated, or cleaned again before we have had the opportunity to inspect it.

 

29. Pet items, heavily soiled items and contaminated laundry

29.1 Pet items, heavily soiled laundry, rugs, workwear, industrial items, contaminated items, or items with strong odours may require special handling and may be charged separately.

29.2 Customers must tell us if items contain pet hair, bodily fluids, oils, chemicals, heavy soil, food waste, mould, sharp objects, or any potentially hazardous material.

29.3 We may refuse items that are unsafe, hazardous, excessively contaminated, or unsuitable for our machines.

29.4 Additional charges may apply for special cleaning, machine cleaning, odour treatment, extra drying, extra labour, or contamination handling.

29.5 If you fail to disclose pet hair, heavy soiling, strong odours, bodily fluids, oils, chemicals, mould, hazardous substances, sharp objects, or contamination, you may be charged an additional handling fee of £10.00–£25.00, depending on the extra cleaning, machine cleaning, labour, drying, disposal, or operational cost caused.

29.6 We may also refuse to process or continue processing unsafe, hazardous, excessively contaminated, or unsuitable items.

29.7 Any issue with pet items, heavily soiled items, contaminated laundry, odour removal, drying, damage, or processing must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

29.8 Items must not be used, washed, treated, altered, or cleaned again before we have had the opportunity to inspect them.

 

30. Allergies and sensitivities

30.1 Customers must tell us before processing if they have allergies, skin sensitivities, fragrance sensitivities, detergent requirements, or other specific product requirements.

30.2 We may offer certain detergent options, fragrance-free options, or sensitive wash options where available, but we cannot guarantee a completely allergen-free environment.

30.3 Our machines, equipment, vehicles, bags, and premises may handle a wide range of laundry, detergents, fragrances, pet items, commercial items, and other materials.

30.4 We are not responsible for allergic reactions, irritation, or sensitivity where the customer has not informed us of specific requirements before processing.

30.5 Any allergy, sensitivity, fragrance, detergent, or product-related concern must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

 

31. Turnaround times

31.1 Turnaround times depend on the service selected, order size, item type, collection schedule, delivery schedule, and any special care requirements.

31.2 Standard laundry is usually quicker, while garment care, bedding, duvets, commercial laundry, industrial laundry, linen hire, and uniform hire may take longer.

31.3 Typical turnaround is usually within 24–48 hours, but this is not guaranteed unless expressly confirmed by us in writing.

31.4 Same-day or next-day turnaround may be available for an additional fee, subject to availability and service suitability.

31.5 We are not liable for reasonable delays, especially where items require extra drying time, stain treatment, re-cleaning, inspection, repair consideration, specialist handling, or customer clarification.

31.6 If a customer requires an urgent service, same-day service, next-day service, or timed delivery, this must be agreed with us in advance and may be subject to additional charges.

 

32. Problems, complaints and 24-hour reporting

32.1 You must inspect your items as soon as possible after collection, delivery, or return.

32.2 Any issue, missing item, damage, shrinkage concern, colour transfer, stain concern, finishing issue, ironing issue, odour issue, incorrect service, missing add-on, complaint, or other concern must be reported to us within 24 hours of receiving the order.

32.3 Issues must be reported by email to customer.service@laundrettemaids.co.uk. Customers should include their order number, full name, contact details, a clear description of the issue, and photographs where relevant.

32.4 If an issue is reported by phone, SMS, WhatsApp, social media, or another method, we may still ask the customer to confirm the issue in writing by email so that we have a clear record for investigation.

32.5 If an issue is not reported within 24 hours, we may be unable to investigate properly, and we may refuse re-cleaning, re-processing, account credit, compensation, refund, or any other remedy, unless required by law.

32.6 For claims relating to loss, damage, shrinkage, colour transfer, stains, odour, finishing, or missing items, we may require photographs, order number, item description, proof of purchase, care label photographs, evidence of the item’s age and value, inspection of the item, details of how the item was used, stored, worn, or handled after return, and any other relevant information.

32.7 Items must not be worn, used, washed, rewashed, repaired, altered, stretched, steamed, pressed, ironed, treated, or cleaned again before we have had the opportunity to inspect them.

32.8 If an item has been used, worn, altered, repaired, treated, rewashed, re-cleaned, steamed, pressed, or otherwise changed after return, this may affect our ability to investigate or resolve the issue.

32.9 The 24-hour reporting period does not remove any legal rights that cannot be excluded, but it helps us investigate issues fairly while the item, packaging, order details, and evidence are still available.

 

33. Quality guarantee and re-cleaning policy

33.1 We aim to provide our services with reasonable care and skill.

33.2 If you are not satisfied with the cleaning of an item, you must contact us within 24 hours of receiving your order by emailing customer.service@laundrettemaids.co.uk.

33.3 Where appropriate, we may offer to re-clean, re-process, or correct the affected item free of charge.

33.4 If the issue was caused by our error, there will be no additional charge for correcting the affected part of the service.

33.5 Examples of our error may include an agreed service not being carried out, the wrong service being applied, an item being clearly missed from an agreed service, a paid add-on not being provided, or an order not being processed in line with the accepted booking details.

33.6 Re-cleaning or correction does not apply where the stain is permanent, the stain cannot be safely removed, the item has already been worn or used, the item has been washed or treated by the customer or a third party, the item was processed correctly according to the selected service, the issue was caused by pre-existing damage, the issue was caused by normal wear and tear, the issue was caused by poor fabric quality, the issue was caused by shrinkage-prone material, the issue was caused by incorrect or missing care labels, the customer selected the wrong service, the customer failed to disclose that the item was high-risk, or the issue was not reported within 24 hours.

33.7 Re-clean requests made after 24 hours may be considered at our discretion.

 

34. Refunds, credits and service corrections

34.1 We aim to resolve any issue fairly and reasonably. Refund, credit, re-cleaning, re-processing, correction, or service complaint requests should be emailed to customer.service@laundrettemaids.co.uk within 24 hours of receiving the order.

34.2 Where there is a problem with the service provided, we may offer one or more remedies depending on the circumstances.

34.3 Remedies may include free re-cleaning, free re-processing, free correction of the affected item or service, account credit, partial account credit, replacement service, partial refund, or full refund where legally required or where we decide it is appropriate.

34.4 Our usual first remedy will be to inspect the item and, where appropriate, offer a free re-clean, re-process, correction, or account credit.

34.5 If an issue has been caused by our error, we will not charge the customer again to correct the affected part of the service.

34.6 Refunds are not automatic and will be assessed on a case-by-case basis.

34.7 A refund will not usually be provided where the service has been completed correctly, the customer selected the wrong service, the customer provided incorrect or incomplete information, the customer failed to disclose that an item was delicate or unsuitable, the item was placed into a standard laundry load when it required specialist care, the issue is caused by normal wear and tear, a stain could not be removed, the item was unsuitable for the selected service, the item had an incorrect or missing care label, the customer used or treated the item after return, or the issue was not reported within 24 hours.

34.8 Delivery charges, collection charges, urgent turnaround fees, missed collection fees, missed delivery fees, short-notice cancellation fees, short-notice rescheduling fees, special handling fees, extra kilogram charges, extra drying charges, storage charges, and other customer-caused fees will not usually be refunded unless the issue was caused by our error or a refund is legally required.

34.9 Where we offer account credit, this may be applied to the customer’s account and used against a future order.

34.10 Account credit has no cash value and cannot be exchanged for cash unless required by law or agreed by us in writing.

34.11 Where a refund is agreed, it will usually be returned to the original payment method.

34.12 Nothing in this section affects your statutory rights.

 

35. Compensation and account credit

35.1 Where we accept responsibility for an issue, we may offer compensation in the form of account credit, partial credit, re-cleaning, re-processing, replacement service, partial refund, or another suitable remedy.

35.2 Account credit will usually be our preferred method of compensation, unless a refund is required by law or we decide that a refund is the most appropriate remedy.

35.3 Any compensation will be assessed fairly and may take into account the service paid for, the original purchase price of the item, proof of purchase, age of the item, condition of the item, wear and tear, depreciation, care label instructions, whether the item was suitable for the selected service, any pre-existing damage, any customer instructions, whether the customer disclosed that the item was delicate or valuable, and whether the issue was reported within 24 hours.

35.4 Compensation will not include additional costs such as delivery charges, tailoring costs, alteration costs, sentimental value, emotional value, replacement inconvenience, business loss, loss of profit, or other indirect losses.

35.5 Where compensation is provided for a damaged item, we may require ownership of the damaged item to transfer to us.

35.6 Nothing in this section affects your statutory rights.

 

36. Loss, damage and liability

36.1 We will handle customer items with reasonable care and skill.

36.2 Laundry and garment care involves natural risks, including shrinkage, colour loss, colour bleeding, fading, bobbling, loose stitching, weakened fabric, damaged trims, broken zips, missing buttons, print damage, heat damage, and deterioration of old or worn items.

36.3 Where we are responsible for loss or damage, compensation will be assessed fairly and may take into account the original purchase price, proof of purchase, age of the item, condition of the item, wear and tear, depreciation, care label instructions, whether the item was suitable for the selected service, any pre-existing damage, any customer instructions or failure to disclose risk, and whether the issue was reported within 24 hours.

36.4 We may use industry guidance, including Textile Services Association-style fair compensation principles, when assessing compensation.

36.5 We may ask for receipts, bank statements, credit card statements, photographs, or other proof of purchase before agreeing compensation.

36.6 Compensation will not include additional costs such as delivery charges, tailoring costs, alteration costs, sentimental value, emotional value, replacement inconvenience, or other indirect costs.

36.7 Where compensation is provided for a damaged item, we may require ownership of the damaged item to transfer to us.

 

37. Liability limits

37.1 Where we are responsible for loss or damage, our liability will be assessed fairly and may take into account the original purchase price, proof of purchase, age of the item, condition of the item, wear and tear, depreciation, care label instructions, whether the item was suitable for the selected service, any pre-existing damage, any customer instructions, whether the customer disclosed that the item was delicate, specialist, high-risk, or valuable, and whether the issue was reported within 24 hours of receiving the order.

37.2 Unless otherwise agreed in writing before collection, our liability for any individual item will not exceed the lower of:

37.2.1 The fair depreciated value of the item.

37.2.2 A reasonable amount based on the service paid for the affected item or order.

37.2.3 A maximum of £250 per individual item.

37.3 We do not accept responsibility for any individual item with a replacement value above £250 unless you notify us in writing before collection and we confirm in writing that we are willing to accept the item.

37.4 If you wish to include any item worth more than £250, you must notify us in writing before collection and receive written acceptance from us.

37.5 We strongly recommend that customers arrange suitable insurance for high-value, designer, sentimental, business-critical, or specialist items.

37.6 Compensation will not include additional costs such as delivery charges, tailoring costs, alteration costs, sentimental value, emotional value, replacement inconvenience, business loss, loss of profit, or other indirect losses.

37.7 Where compensation is provided for a damaged item, we may require ownership of the damaged item to transfer to us.

37.8 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any legal rights that cannot be excluded.

 

38. We are not responsible for certain damage

38.1 We are not responsible for damage, loss, shrinkage, fading, colour bleeding, colour loss, or other issues caused by normal wear and tear, weak or aged fabrics, poor-quality garments, incorrect care labels, missing care labels, misleading care labels, pre-existing damage, shrinkage-prone fabrics, unstable dyes, loose trims, buttons, beads, sequins, fastenings, zips, belts, embellishments, glued decorations or prints, items unsuitable for the selected service, items left in pockets, customer instructions that increase risk, stains or contamination already present, previous washing or alteration damage, colour bleeding or shrinkage in mixed laundry loads, removal of tags by the customer or a third party, packaging provided with the item, failure to report the issue within 24 hours, or the customer using or treating the item again before inspection.

38.2 We are not liable for damage to buttons, zips, fastenings, beads, sequins, belts, embellishments, trims, or similar parts unless caused directly by our negligence.

 

39. Lost property

39.1 We will make reasonable efforts to identify and return personal belongings found in laundry.

39.2 Customers are responsible for checking all items before handing them over.

39.3 Any personal belongings found may be held for a limited period.

39.4 If unclaimed, lost property may be disposed of, donated, or otherwise handled at our discretion.

39.5 We are not responsible for valuable items left inside pockets, bags, laundry, bedding, or garments.

39.6 Any claim relating to lost property, missing personal belongings, or items allegedly left in pockets or bags must be reported to us within 24 hours of receiving the order by emailing customer.service@laundrettemaids.co.uk.

 

40. Commercial and industrial laundry

40.1 Commercial and industrial laundry customers may be subject to additional terms, written quotes, service level agreements, contracts, account terms, minimum order values, collection schedules, and payment terms.

40.2 Commercial and industrial prices may depend on volume, frequency, item type, soil level, turnaround requirements, collection and delivery requirements, labour requirements, finishing requirements, linen or uniform hire requirements, replacement stock requirements, and contract length.

40.3 We reserve the right to inspect items before confirming pricing.

40.4 For commercial and industrial customers, additional charges may apply for heavily soiled items, contaminated items, excessive volume, urgent turnaround, failed collections, failed deliveries, missing items, replacement linen, replacement uniforms, or non-standard processing.

40.5 Business customers may also be charged for failed collections, failed deliveries, waiting time, additional journeys, incorrect quantities, missing items, replacement linen or uniforms, special handling, contamination, urgent turnaround, late payment, route disruption, repeated missed appointments, or other customer-caused operational costs, unless a separate written commercial agreement states otherwise.

40.6 If you use our services for business, commercial, trade, resale, or professional purposes, we are not liable for loss of profit, loss of business, business interruption, loss of contract, loss of opportunity, or indirect business losses.

40.7 Commercial and industrial customers must report any issue, missing item, damaged item, incorrect quantity, service issue, delivery issue, contamination issue, or complaint within 24 hours of receiving or returning the relevant items by emailing customer.service@laundrettemaids.co.uk, unless a separate written agreement states otherwise.

 

41. Business customer responsibility for third-party information

41.1 Business customers may provide information about employees, staff, tenants, guests, residents, contractors, or other individuals when using our services.

41.2 Where you provide personal information about another person, you confirm that you have the right and authority to provide that information to us and that the information is accurate, relevant, and necessary for the service.

41.3 This may include names, contact details, collection or delivery instructions, service requirements, accommodation details, room numbers, department names, uniform details, laundry preferences, or other information needed to provide the service.

41.4 We are not responsible for any issue caused by a business customer providing incorrect, unauthorised, incomplete, or unlawful information about another person.

 

42. Linen hire and uniform hire

42.1 Where we provide linen hire or uniform hire, the items remain our property or the property of the relevant supplier unless agreed otherwise in writing.

42.2 Customers must take reasonable care of hired linen, uniforms, and related items.

42.3 Charges may apply for lost items, missing items, damaged items, stained items beyond normal use, unreturned items, excessive wear or misuse, replacement stock, additional stock requests, emergency deliveries, and failed collections or deliveries.

42.4 Linen hire and uniform hire may require a separate agreement, deposit, minimum order, minimum term, recurring payment arrangement, or written contract.

42.5 Where hired items are not returned, returned damaged, returned unusable, or returned with excessive staining, replacement charges may be applied.

42.6 Any issue with linen hire, uniform hire, missing items, damaged items, incorrect quantities, stains, replacement charges, or service quality must be reported to us within 24 hours of receiving or returning the relevant items by emailing customer.service@laundrettemaids.co.uk, unless a separate written commercial agreement states otherwise.

 

43. Business accounts and late payment

43.1 Business customers may be offered invoice accounts or recurring payment arrangements.

43.2 Invoices must be paid by the due date stated on the invoice or agreed in writing.

43.3 We reserve the right to pause services, withhold delivery, remove account privileges, charge late payment fees where legally permitted, recover reasonable costs, or require upfront payment where invoices are overdue.

43.4 Business customers are responsible for ensuring that authorised staff provide accurate instructions and that internal collection and delivery processes are properly managed.

43.5 Business customers may also be charged for failed collections, failed deliveries, waiting time, additional journeys, incorrect quantities, missing items, replacement linen or uniforms, special handling, contamination, urgent turnaround, late payment, route disruption, repeated missed appointments, or other customer-caused operational costs, unless a separate written commercial agreement states otherwise.

 

44. Vouchers, discounts and promotions

44.1 We may offer vouchers, promotional codes, discounts, referral offers, loyalty rewards, or special pricing from time to time.

44.2 Promotions may be subject to expiry dates, minimum order values, service restrictions, location restrictions, customer eligibility, one use per customer, one use per order, availability, and exclusion of certain services or fees.

44.3 Unless stated otherwise, vouchers and promotions cannot be combined with other offers.

44.4 Vouchers and promotions have no cash value, are non-transferable, and cannot be sold or exchanged.

44.5 We reserve the right to reject, amend, withdraw, or cancel a voucher or promotion where we reasonably believe it is being misused, applied incorrectly, or used fraudulently.

44.6 Promotional discounts may not apply to delivery fees, service fees, driver fees, urgent turnaround charges, extra kilogram charges, commercial contracts, linen hire, uniform hire, prepaid packages, or customer-caused charges unless specifically stated.

 

45. Prepaid packages and bundles

45.1 Where we offer prepaid packages, bundles, credits, memberships, or bulk discounted services, separate terms may apply.

45.2 Unless stated otherwise, prepaid packages are non-refundable, can only be used by the account holder, cannot be transferred, sold, exchanged, or redeemed for cash, and may have an expiry date.

45.3 Minimum order values may still apply when using prepaid packages.

45.4 Discounts or vouchers cannot usually be used to purchase prepaid packages.

45.5 Only one prepaid package, voucher, or discount may be used per order unless we agree otherwise.

45.6 Nothing in this section affects your statutory rights.

 

46. Memberships, loyalty and regular customers

46.1 Where we offer memberships, regular collection arrangements, loyalty schemes, discounts, or customer accounts, separate terms may apply.

46.2 We may amend or withdraw membership benefits, loyalty rewards, or discounts by giving reasonable notice.

46.3 Customers who regularly use our service may request custom pricing or a regular-use discount.

46.4 Any custom discount is subject to approval and may depend on order volume, frequency, location, service type, and payment history.

 

47. Retail products and add-ons

47.1 We may sell retail products and optional add-ons, such as laundry bags, detergents, scent boosters, softeners, stain removers, garment covers, or other laundry-related products.

47.2 Product availability may vary.

47.3 Customers must use retail products according to the product instructions.

47.4 We are not responsible for misuse, allergic reactions, unsuitable use, or failure to follow manufacturer guidance.

47.5 Retail products may be subject to separate refund or returns rules depending on the product type, condition, and whether the product has been opened or used.

47.6 A refund will not usually be provided for retail products where the product has been opened, used, damaged after delivery, misused, or is unsuitable due to customer preference rather than fault.

47.7 Any issue with retail products or add-ons must be reported to us within 24 hours of receiving the product or order by emailing customer.service@laundrettemaids.co.uk.

47.8 This does not affect any legal rights you may have in relation to faulty products.

 

48. Customer communication, marketing and review requests

48.1 We may contact you by phone, email, SMS, WhatsApp, app notification, booking system message, or other communication method about your order, collection or delivery updates, payment issues, service changes, customer support, complaints, account information, or important updates to our services or policies.

48.2 Where permitted by law, we may also contact you about offers, discounts, loyalty rewards, referral offers, seasonal promotions, new services, commercial laundry services, review requests, feedback requests, and customer surveys.

48.3 You can opt out of marketing communications at any time by using the unsubscribe option where available or by contacting us directly.

48.4 Service-related communications are not marketing and may still be sent where necessary to manage your order, account, payment, collection, delivery, complaint, or service request.

 

49. CCTV and premises security

49.1 If CCTV is used at our premises, it may record customers, visitors, staff, vehicles, contractors, deliveries, collections, and activity within or around the premises.

49.2 CCTV may be used for security, crime prevention, health and safety, staff and customer safety, investigating incidents, disputes, complaints, missing items, or damage claims, protecting property, equipment, stock, customer items, vehicles, and business assets, and supporting insurance, legal, regulatory, or law enforcement matters where necessary.

49.3 CCTV recordings will only be accessed where necessary and will not be kept for longer than required unless needed for an incident, investigation, complaint, insurance matter, legal claim, or lawful request.

 

50. Privacy and personal information

50.1 We collect and use personal information in accordance with our Privacy Policy.

50.2 This may include your name, contact details, address, booking information, payment information, order history, service preferences, communication records, complaint information, photographs or records relating to damaged, lost, stained, or disputed items, and customer support information.

50.3 We may share necessary information with trusted service providers who help us provide our services, including booking and order management providers, payment providers, delivery drivers or delivery partners, IT and hosting providers, website providers, email, SMS, WhatsApp, and communication platforms, marketing and analytics providers, accountants, professional advisers, debt recovery providers, insurance providers, legal advisers, law enforcement, regulators, courts, or authorities where required by law.

50.4 We do not sell your personal information.

50.5 For more information, please read our Privacy Policy.

 

51. Cookies, localStorage and similar technologies

51.1 Our website, booking system, app, customer portal, and online services may use cookies, localStorage, session storage, or similar technologies.

51.2 Strictly necessary technologies may be used where required for the website, booking system, payment process, security, account login, customer session, or service requested by the customer.

51.3 Our booking system may use limited localStorage or session information to help the website or booking process work correctly. This may include technical information such as user/session IDs or booking-related data. This is separate from traditional browser cookies.

51.4 We do not currently use non-essential analytics or advertising cookies unless these are added in the future.

51.5 Non-essential cookies, such as analytics, marketing, advertising, remarketing, or certain optional functionality cookies, will only be used where required consent has been given.

51.6 If we introduce non-essential cookies in the future, we will use an appropriate cookie banner, cookie settings tool, or similar method where required.

51.7 Some third-party tools, such as payment providers, booking tools, maps, review widgets, social media platforms, live chat tools, WhatsApp tools, or embedded content, may use their own cookies, localStorage, or similar technologies. These third parties may process information under their own privacy and cookie policies.

51.8 For more information, please read our Privacy Policy or Cookie Policy, where applicable.

 

52. Third-party websites, social media and external platforms

52.1 Our website, booking system, emails, messages, social media pages, or customer communications may contain links to third-party websites, platforms, tools, maps, payment pages, review platforms, social media pages, booking tools, live chat tools, or embedded content.

52.2 We are not responsible for the content, security, availability, terms, privacy practices, cookie practices, or actions of third-party websites or platforms.

52.3 When you leave our website or use a third-party platform, you should review that organisation’s own terms, privacy policy, and cookie policy.

 

53. Chargebacks and payment disputes

53.1 If you raise a chargeback, payment dispute, or payment reversal without first giving us a reasonable opportunity to resolve the issue, we may pause your account, withhold further services, recover reasonable costs, and provide evidence to the payment provider.

53.2 Where a chargeback or payment dispute is found to be incorrect, fraudulent, or caused by customer error, we may recover reasonable payment provider fees, bank charges, administration costs, recovery costs, or other costs incurred.

53.3 This does not affect your right to raise a genuine payment dispute where appropriate.

 

54. Customer conduct

54.1 Customers must treat our staff, drivers, contractors, and representatives with respect.

54.2 We may refuse service, cancel bookings, block accounts, or end business relationships where a customer behaves in a threatening, abusive, discriminatory, aggressive, dishonest, unsafe, or inappropriate manner.

54.3 We may also refuse service where repeated unreasonable complaints, abusive communication, non-payment, payment disputes, chargebacks, or misuse of promotions occurs.

 

55. Events Outside Our Control

55.1 We are not responsible for any failure or delay caused by an Event Outside Our Control.

55.2 If an Event Outside Our Control affects our ability to provide services, we will contact you as soon as reasonably possible.

55.3 Our obligations may be suspended for the duration of the event.

55.4 Where appropriate, we may cancel, reschedule, delay, or amend an order.

55.5 If your order is cancelled before work has started, we will usually refund any payment made for the cancelled service.

55.6 If your items have already been collected, we will arrange return where reasonably possible.

 

56. Changes to these Terms

56.1 We may update these Terms from time to time.

56.2 The latest version will be made available on our website.

56.3 The Terms that apply to your order will normally be the Terms in place at the time your order was accepted, unless a change is required by law or regulation.

56.4 Where appropriate, we may notify customers of significant changes by email, app notification, website notice, or another reasonable method.

 

57. Transfer of rights

57.1 We may transfer our rights and obligations under these Terms to another organisation.

57.2 If this happens, we will notify you in writing where required, and this will not affect your legal rights.

57.3 You may not transfer your rights or obligations under these Terms without our written consent.

 

58. Severability

58.1 Each section of these Terms operates separately.

58.2 If any court or relevant authority decides that any section is unlawful, invalid, or unenforceable, the remaining sections will continue to apply.

 

59. Third party rights

59.1 This contract is between you and us.

59.2 No other person has the right to enforce any part of these Terms unless required by law.

 

60. Governing law

60.1 These Terms are governed by the laws of England and Wales.

60.2 Any disputes will be subject to the courts of England and Wales, unless your legal rights allow you to bring proceedings elsewhere.

 

61. Contact us

61.1 If you have any questions, complaints, or concerns about these Terms or your order, please contact us.

61.2 General enquiries can be sent to info@laundrettemaids.co.uk.

61.3 Order issues, complaints, missing item reports, damage concerns, shrinkage concerns, colour transfer concerns, stain concerns, odour concerns, incorrect service concerns, refund requests, credit requests, or re-clean requests must be sent to customer.service@laundrettemaids.co.uk within 24 hours of receiving the order.

61.4 You can contact us using the details below:

Laundrette Maids / LM Services Group Ltd
Address: Unit 4 Business Park, Cemetery Road, Barnes Road, Bradford, BD8 9RY
General email: info@laundrettemaids.co.uk
Customer service email: customer.service@laundrettemaids.co.uk
Telephone: 0113 819 7839
Websites: www.laundrettemaids.co.uk and www.laundrettemaids.com