Love2Laundry Terms & Conditions

Last Updated: July, 2014

1. ABOUT US

1.1 Company Name: Love2Laundry Ltd
1.2 Registered Office: 42 Albion Street, Rotherhithe, London, SE16 7JQ, United Kingdom
1.3 Company Registration Number: 09143915
1.4 Email: info@love2laundry.com
1.5 Website: www.love2laundry.com
1.6 Governing Law: These Terms are governed by English and Welsh law.

2. DEFINITIONS

"We", "Us", "Our" – Love2Laundry Ltd.
"You", "Customer" – The individual or business placing an order.
"Service Providers" – Third-party dry cleaners, laundries, and alteration specialists.
"Order" – A request for laundry, dry cleaning, alteration, or repair services.
"Item" – Any garment or fabric submitted for service.

3. CONTRACT FORMATION

3.1 By placing an order, you accept these Terms & Conditions.
3.2 A contract is formed once we confirm your order via email.
3.3 Love2Laundry acts as an agent, connecting customers to independent Service Providers.
3.4 Service Providers are responsible for fulfilling orders, and liability rests with them.

4. SERVICE PROVIDER SELECTION & QUALITY CONTROL

4.1 Love2Laundry partners only with premium, vetted Service Providers through:

• Background checks & compliance verification
• Hands-on training & assessment
• Routine quality control audits
• Mystery customer testing
• Ongoing performance reviews

4.2 If a Service Provider fails to meet our standards, they are immediately suspended or removed.

5. LIABILITY FOR SERVICE PROVIDERS

5.1 We ensure high-quality Service Providers but do not guarantee their performance.
5.2 Claims related to damage, loss, or poor service must be directed to the Service Provider.
5.3 Love2Laundry will assist in claims processing but is not financially liable.

6. COLLECTION & DELIVERY

6.1 Delivery times are not guaranteed, but we aim to be punctual.
6.2 Customers must reschedule 2 hours in advance to avoid re-delivery charges.
6.3 Items left in a designated safe place are at the customer's risk.
6.4 Unclaimed items after 90 days may be disposed of or donated to charity.

7. PRE-CLEANING INSPECTION & STAIN ACKNOWLEDGMENT

7.1 We conduct a basic visual inspection before cleaning.
7.2 We do not guarantee detection of:

• Invisible stains (e.g., makeup, oils, perfumes)
• Chemical stains that react post-cleaning

7.3 If high-risk stains are identified, we will attempt to contact you before cleaning.
7.4 If no response is received within 24 hours, we may proceed at your risk.

8. LIABILITY FOR DAMAGE, SHRINKAGE & COLOUR BLEEDING

8.1 Colour Transfer & Fabric Damage

Some fabrics and dyes react unpredictably, even when care labels are followed.
Love2Laundry is not liable for:

• Colour bleeding, fading, or dye transfer
• Fabric deterioration due to wear, age, or previous treatments
• Damage caused by zippers, buttons, embellishments, or trims

8.2 Fabric Shrinkage Disclaimer

Items like curtains, mattress protectors, and wool garments may shrink even when care instructions are followed.
No compensation is provided for shrinkage if the care label was followed.

9. LOSS & DAMAGE COMPENSATION POLICY

9.1 Reporting Claims

9.1.1 Claims must be reported within 48 hours of delivery.
9.1.2 Love2Laundry follows the Textile Services Association (TSA) Fair Compensation Guidelines.

9.2 Compensation Structure

• Item Age    Compensation (% of Original Value)
• Under 6 months    Up to 80%
• 6 months – 1 year    Up to 60%
• 1 – 2 years    Up to 40-50%
• Over 2 years old    Compensation limited to cleaning cost

9.3 Compensation Cap

Claims are capped at the lower of:

• £50 per item, OR
• 10x the cleaning cost, unless declared at booking.
• If an item is worth over £500, the customer must provide proof of purchase.

9.4 No Compensation for Wear & Tear

We do not compensate for:

• Pre-existing damage
• Fading, thinning fabric, or ageing effects
• Previous dry-cleaning errors or unreported stains

10. CHARGEBACKS & FRAUD PREVENTION

10.1 Chargebacks must not be initiated before contacting customer service.
10.2 Customers must allow a free re-clean before requesting refunds.
10.3 Fraudulent chargebacks may result in legal action.

11. CUSTOMER OBLIGATIONS

11.1 Customers must check pockets for hazardous items (e.g., pens, keys).
11.2 Love2Laundry is not liable for damage caused by foreign objects left in garments.
11.3 Customers must provide accurate collection & delivery details.

12. WASH, DRY & FOLD SERVICE TERMS

12.1 Washing Process

• Standard wash at 30°C, tumble dry at medium heat.
• Shrinkage & colour bleeding are not covered for compensation.

12.2 Bag Weight & Pricing

• Minimum weight: 6kg
• Additional weight is charged per current pricing rates

12.3 Excluded Items

Wash & Fold does not cover:

• Duvets, blankets, and bedspreads
• Dry-clean-only garments

13. FORCE MAJEURE

13.1 Love2Laundry is not responsible for service failures caused by:

• Fire, floods, theft, vandalism
• Supply chain disruptions
• Service Provider incidents

14. DISPUTE RESOLUTION & GOVERNING LAW

14.1 These Terms are governed by English law.
14.2 Mediation must be attempted before legal action.
14.3 If a dispute proceeds to court, it must be filed in England & Wales.

15. FINAL TERMS

15.1 We may update these Terms periodically.
15.2 Continued use of services implies acceptance of updated Terms.