Laundry Terms & Conditions
City Centre Laundry Co Ltd
By booking or using our laundry collection and delivery service, you agree to the following terms and conditions.
1. Our Standard Laundry Service
Unless a different service has been specifically requested and agreed with us in advance, laundry booked as a standard wash service will be processed using a standard washing machine wash and tumble drying, where appropriate.
Our standard service includes washing, drying and folding. Ironing is not included unless specifically requested and will be charged separately.
Items requiring dry cleaning, specialist cleaning, hand washing, specialist drying or any other treatment must be identified by the customer before processing. If you require a specific cleaning method, please tell us when placing your order.
2. Care Labels and Special Requirements
Customers are responsible for ensuring that garments are suitable for the service requested and that care labels and manufacturer instructions are followed.
If an item requires a particular washing temperature, drying method, detergent, treatment or other special handling, you must notify us before we process the laundry.
Where no special instructions are provided, we will use our standard laundry process.
We reserve the right to decline to process an item where we reasonably believe that cleaning it could result in damage, colour transfer, shrinkage or other problems.
3. Damage, Shrinkage, Colour Loss and Existing Damage
Customers acknowledge that laundering carries inherent risks, particularly with garments that are old, worn, poorly manufactured, previously damaged, incorrectly labelled or unsuitable for machine washing or tumble drying.
We cannot accept responsibility for damage, shrinkage, colour bleeding, colour transfer, fading, distortion, loss of embellishments, damage to prints, buttons, zips or other deterioration where this results from the item's condition, manufacturer's instructions, incorrect care labelling, normal laundering risks or information not disclosed to us by the customer.
We strongly recommend that valuable, delicate, sentimental, vintage or specialist garments are not included in a standard wash unless their suitability has been specifically discussed with us beforehand.
Nothing in these terms excludes or limits any liability which cannot legally be excluded or limited.
4. Pockets and Personal Items
All pockets must be emptied before laundry is handed to us.
Customers are responsible for checking pockets for money, jewellery, keys, electronics, documents, medication, cosmetics, pens, paper, food, sharp objects and any other personal belongings.
We are not responsible for personal items left inside pockets or within clothing.
Where an item is discovered during processing, we may return it with the laundry or contact the customer where reasonably possible.
5. Preparation of Laundry
Laundry should be properly bagged, packed and ready for collection.
Customers should separate or clearly identify any items requiring special treatment, dry cleaning, ironing or other services.
Customers should also identify any items which must not be tumble dried or which require particular handling.
We may process laundry together where this is appropriate for the service booked. Customers should inform us in advance if particular garments must be kept separate.
6. Stains and Cleaning Results
Laundry is cleaned using reasonable care and appropriate standard processes. However, we cannot guarantee the complete removal of every stain or mark.
Some stains may be permanent or may require specialist treatment.
We will not knowingly use specialist stain-removal treatments where we reasonably believe doing so could damage the garment unless the customer has specifically requested and authorised such treatment.
7. Ironing
Ironing is not included in our standard wash, dry and fold service.
Ironing must be specifically requested and will be charged separately.
8. Dry Cleaning and Specialist Services
Dry cleaning and other specialist cleaning services are separate from our standard laundry service.
Customers must clearly request dry cleaning or another specialist service where required.
Items requiring specialist treatment may be handled separately and may be subject to different prices and turnaround times.
9. Collection and Delivery
Our advertised service prices include the agreed collection and return service where applicable. We do not add a separate collection or delivery charge unless this has been specifically agreed in advance.
We will return completed laundry to the location requested by the customer, subject to reasonable access and delivery arrangements.
Customers may request delivery to:
Their home or property
A hotel reception
A concierge
An apartment reception or management desk
A workplace
Another agreed location
Where the customer asks us to leave laundry with a concierge, reception, building management, nominated person or at another requested location, delivery to that location will normally be treated as completed once the laundry has been handed over or left as instructed.
Customers are responsible for providing accurate collection and delivery details and any necessary access instructions.
10. Delivery Instructions
Customers should provide clear instructions regarding where their laundry should be left if they are unavailable.
If you instruct us to leave laundry at a particular location, including with a concierge, reception, doorstep or another agreed location, you accept responsibility for ensuring that the location is suitable and secure.
We are not responsible for loss or damage occurring after laundry has been delivered to the location specifically instructed or authorised by the customer, except where caused by our failure to exercise reasonable care.
11. Completion of the Service
Our agreed service is considered completed once the laundry has been appropriately washed, dried and folded and returned or made available for delivery in accordance with the booking.
The price paid relates to the agreed laundry service and collection/delivery arrangement and is not a charge based on the amount of time our staff spend processing the laundry.
Additional services, such as ironing, dry cleaning, specialist treatments or other work requested after the original booking, may incur additional charges.
12. Unclaimed or Delayed Laundry
Customers should make reasonable arrangements to receive their laundry when it is ready for return.
Where we are unable to complete delivery because nobody is available, access is unavailable, incorrect delivery information has been provided or the customer has requested a later delivery, we may arrange another delivery time by agreement.
Additional charges may apply where a further collection or delivery is required due to circumstances outside our control and this has been agreed with the customer in advance.
13. Lost Items
Customers should not include cash, jewellery, watches, electronic devices, important documents or other valuable personal possessions with ordinary laundry.
We do not accept responsibility for valuables or personal possessions placed inside laundry unless they have been specifically declared to us and accepted by us in writing.
14. Colour Transfer and Garment Separation
Customers are responsible for identifying garments which may bleed colour or require separation.
Where appropriate, we may separate items during processing. However, we cannot guarantee that colour transfer will not occur, particularly where garments are new, heavily dyed or unsuitable for washing with other items.
15. Laundry Bags and Containers
Customers should provide suitable bags or containers for their laundry where requested.
Any reusable laundry bags, loops or containers supplied by us remain our property unless otherwise agreed.
Customers must not include hazardous, contaminated or inappropriate materials in laundry bags.
16. Prohibited Items
Customers must not include:
Flammable substances
Chemicals or hazardous materials
Needles, blades or other sharp objects
Biological or hazardous waste
Excessively contaminated items
Items containing dangerous substances
Items that could reasonably damage our equipment or other customers' laundry
We reserve the right to refuse any item we consider unsafe or unsuitable for processing.
17. Personal Responsibility
Customers are responsible for providing accurate information about their laundry and for informing us of any special requirements before processing begins.
By handing laundry to us, the customer confirms that they have provided any information reasonably necessary for us to carry out the requested service.
18. Complaints and Problems
If you believe there is a problem with the service or an item of laundry, please contact us as soon as reasonably possible after receiving the laundry and provide details of the issue.
Where appropriate, we may ask to inspect the relevant item before considering a complaint.
Nothing in these terms affects your statutory rights under UK consumer law.
19. Pricing
Our prices are based on the service booked and agreed at the time of the order.
Collection and return are included where stated as part of the service. We do not charge additional collection or delivery fees unless an additional charge has been agreed with the customer.
Additional services requested after the original booking may be charged separately.
20. Agreement to These Terms
By placing an order, booking a collection or handing laundry to City Centre Laundry Co Ltd, the customer confirms that they have read and accepted these Terms & Conditions.
These terms do not affect any rights that the customer has under applicable UK law.
City Centre Laundry Co Ltd reserves the right to update these Terms & Conditions from time to time. The version applicable to an order will be the version in force when the booking is made.