TERMS OF SERVICE

TERMS OF SERVICE

Please read the following Terms and Conditions carefully before using our service. You understand that by using TheLaundryStore’s services, you agree to the following terms and conditions. Please do not use the service if you do not agree with these Terms and Conditions. We reserve the right to change these Terms and Conditions at any time in our sole discretion and without notice. All changes are effective immediately when we post them. Your continued use of our service after we have posted any changes to these Terms and Conditions means that you agree to be bound and abide by the changes, so please check the Terms and Conditions regularly for any changes.

  1. OUR LAUNDRY SERVICE

1.1. TheLaundryStore reserves the right to refuse cleaning any garment.

1.2. TheLaundryStore will use reasonable efforts to remove stains, however there is no guarantee that every stain can be removed on all fabrics. Charges shall not be waived due to our inability to remove a stain.

1.3. Kindly remove valuable, personal (such as jewelry, watches or cash) or ornamental items (such as detachable buttons, belts, cufflinks, etc.) attached to or left on the garment. TheLaundryStore is not responsible for the loss of item(s) not removed prior to cleaning.

1.4. TheLaundryStore shall not be liable for items with a defect in the design, prints, material, dyes or construction, have residual stains or have accessories or ornaments which don’t withstand cleaning. Any damage or stains discovered before cleaning are to be taken as having occurred before collection.

1.5. TheLaundryStore shall not be liable for garments without any care label affixed to the garment. Your items will be cleaned according to the care label, unless specified by you. If there are no care labels, your item will be cleaned according to our experience.

1.6 For Load Wash services (per kg), all items are washed and dried together. Unforeseen issues may occur, including colour run, dye transfer, and fading or damage to the fabric or prints, designs, or embellishments. TheLaundryStore shall not be liable for any resulting loss or damage, and no compensation will be provided.

1.7. Any claims or irregularities with respect to the condition of your garment must be made within twenty-four (24) hours from the time the garment/item is collected.

1.8. Service days and turnaround time vary by order. TheLaundryStore will make its best effort to adhere to our service schedule, however, we do not guarantee turnaround times and assume no responsibility for any damages that may occur due to a delay in service.

1.9. TheLaundryStore will not be responsible for contacting or sending reminders to the customers for the collection of items as collection date is stated on each receipt. Garments left for more than two (2) months from the date of receipt by TheLaundryStore will either be donated to charity of our choice, sold by public auction for charitable purposes, or discarded, with no further claims against TheLaundryStore. TheLaundryStore shall not be responsible for any involuntary loss occasioned by such donations or discard.

1.10. Carpets, Draperies & Curtains (Service Acceptance). Carpets, draperies, and curtains are subject to wear and deterioration over time due to factors such as heat, sunlight, humidity, air pollution, and prolonged hanging. As a result, despite the exercise of reasonable care, cleaning may reveal or result in conditions including but not limited to colour loss, stains, holes, tears, fabric degradation, or shrinkage. Certain defects or faded areas may not be visible prior to cleaning.

Accordingly, all carpet, drapery, and curtain cleaning services are accepted on a no-fault basis, subject to the liability release set out in Clause 2.5. By placing an order for such services, the customer acknowledges and agrees to be bound by the risks and limitations stated therein and agrees that TheLaundryStore shall not be held liable for any such conditions that become evident during or after cleaning.

  1. LIABILITY LIMITATION

We limit our liability (including misplaced or damaged items) on all sales (including future sales, if any) to the lesser of 5 times the dry-cleaning cost or depreciated value of the item (whichever lower) being cleaned. If you believe that the value of your item exceeds 5 times the dry-cleaning charge please declare the value, in which case the cleaning charge will be increased to 1/5th of the declared value of the item. For the avoidance of doubt, this liability limitation applies only to dry-cleaning and non–Load Wash services, and does not apply to Load Wash services, for which no compensation shall be provided. Customers acknowledge that Load Wash services are provided strictly at the customer’s risk.

2.1 DAMAGED ITEMS

Taking care of your garments is our priority, and TheLaundryStore endeavours to provide services with reasonable care and skill. However, due to the nature of textile materials and laundering processes, we cannot guarantee against colour loss, colour bleeding, shrinkage, or other inherent risks. TheLaundryStore shall not be responsible for the following:

  1. a) Normal wear and tear, including but not limited to fabric thinning, ageing, or ironing marks resulting from repeated ironing.
  2. b) Any damage arising from Load Wash services (per kg), including but not limited to colour run, dye transfer, tearing, fading or deterioration of prints, designs, or embellishments. This applies to all items washed under Load Wash, including but not limited to curtains, sofa covers, tablecloths, rugs, shirts, blouses, dresses, suits, and jackets.
  3. c) Deteriorated, defective, or flawed garments, including items with pre-existing weaknesses that may result in holes, tears, or further damage during the washing or drying process.

TheLaundryStore shall have no obligation to inspect garments for latent defects prior to cleaning. Where an item is accepted by TheLaundryStore as damaged due to our handling (excluding the cases listed above), compensation, if any, shall be limited to up to five (5) times the cleaning charge for the affected item, capped at S$200 per order, whichever is lower, regardless of brand, original value, or condition of the garment. Compensation shall be assessed in accordance with the International Fair Claims Guide for Consumer Textile Products.

Compensation shall be made by bank transfer only. TheLaundryStore does not provide refunds through replacement purchases or other forms of reimbursement. Customers must provide their bank account details and proof of purchase receipt via email for processing. All claims for damaged items must be reported via email within one (1) day of delivery and are subject to inspection by TheLaundryStore, either through digital photographs or in-person review. Upon payment of compensation, TheLaundryStore reserves the right to retain the claimed damaged item(s).

2.2. LOST ITEMS.

Customers are required to check and confirm the number of items upon delivery. Any missing or lost item must be reported immediately upon receipt or via email to TheLaundryStore. All claims for lost items shall be reviewed on reviewed at TheLaundryStore’s sole discretion. An item shall be deemed lost only after thirty (30) days from the date the initial claim is submitted.

  1. a) Dry-cleaned items
    Where a dry-cleaned item is accepted by TheLaundryStore as lost, compensation, if any, shall be assessed in accordance with the International Fair Claims Guide for Consumer Textile Products and shall be limited to up to five (5) times the charge for treating the garment, capped at S$200 per order, whichever is lower.
  2. b) Load Wash services (per kg)
    For Load Wash services, garments are washed collectively by weight. TheLaundryStore shall not be liable for any loss of individual items, and no compensation, refund, or reimbursement shall be provided for any items claimed to be lost under Load Wash services.

2.3. COMPENSATION AND RECOVERY OF ITEMS

Any compensation approved by TheLaundryStore shall be made by bank transfer only. Compensation shall be assessed in accordance with the International Fair Claims Guide for Consumer Textile Products and shall be limited to up to five (5) times the charge for treating the affected garment, capped at S$200 per order, whichever is lower.

No compensation shall be provided for any loss or damage arising from Load Wash services (charged per kilogram).

Where compensation has been paid and the item(s) are subsequently located, TheLaundryStore may, at its discretion, return the recovered item(s) to the customer subject to the following conditions:

  • TheLaundryStore shall waive the total laundry charges and logistics/delivery charges for the order; and
  • The customer shall refund to TheLaundryStore the difference between the compensation paid and the total laundry charges.

Example:
If compensation of S$200 has been paid and the total laundry charges amount to S$55, the customer shall refund S$145 (S$200 − S$55) prior to the return of the recovered item(s).

2.4. LOSS DUE TO FIRE OR ANY DAMAGE FOR WHICH WE ACCEPT LIABILITY

In the event of loss by fire, any other loss or damage to article for which we may accept liability, without prejudice, such liability SHALL NOT EXCEED five (5) times the rates charged for cleaning the article, as per the International Fair Claims Guide for Consumer Textile Products and be capped at $200 per order whichever is lower, provided that the claim is made within twenty-four (24) hours after receiving the article and the original tax invoice/contract must be presented.

2.5. CARPETS & DRAPERY CURTAIN RELEASE

Carpets & Draperies and curtains frequently develop tender areas while hanging as a result of heat, sunlight, humidity and air pollution. Consequently, despite utmost care exercised in our cleaning process, stains, holes or tears in the fabric may occur. Faded areas may not be apparent because of pile coverage. Progressive shrinkage may occur because of the inherent nature of the fabric or because it was not completely preshrunk. For these reasons, we accept your carpets, draperies and/or curtains for cleaning subject to your no-fault agreement. By placing carpets, drapery curtain cleaning order with TheLaundryStore, you have read the above and agree to hold TheLaundryStore blameless in event any of the following conditions become evident or occur in cleaning my carpets, draperies and / or curtains: sun fade, color loss due to non-fast colors, stains, holes or tears due to fabric degradation, shrinkage.

  1. CHANGES TO YOUR ORDER

3.1. CHANGING AN ORDER

You may make a change to an order four hours before the collection time set out in our acceptance of your order by calling our Customer Helpline. However, a S$20 fee is imposed on every change made.

3.2. ORDER TO BE CHANGED BY THELAUNDRYSTORE

With your consent and at our discretion, we may make a change to your order as an alternative to cancelling it in the circumstances below:

TheLaundryStore reserves the right, at its discretion, to amend, change, modify, add, or remove portions of your order, including but not limited to the ICA Division (quality check) and Logistics (pickup and delivery time).

3.2.1. TIME WINDOW

We will come anytime during our confirmed time window (within five hours’ time frame), so kindly ensure that you are available for the pick-up and/or drop-off appointment within the time window. If we tried to pick-up and/or drop off within the time window but failed, that is because we cannot get in touch with you with reasonable attempts, or you are not available during such time window. We reserve the right to change the status of your appointment to “pick-up failed” or “drop-off failed”, and hence you may need to re-schedule your pick-up or drop-off to another available time slot. We are also not obliged to meet the time window following a failed pick-up or a drop-off, except in some cases, where we will scrutinize them on a case-by-case basis.

  1. CANCELLING YOUR ORDER

4.1. TIME PERIOD

You may cancel your order at any time up to four (4) hours before the collection time set out in our confirmation of acceptance of your order via the App. Any rescheduling of orders will need to be confirmed by calling our service centre or drop us an email.

4.2. RIGHTS OF CANCELLATION

You acknowledge that once an Item has been collected from you, we have begun to provide the Services to you and that any rights of cancellation you may have under the any regulations or equivalent law will be lost.

4.3. CHARGES FOR CANCELLATION

If you have agreed and confirmed to the pricing and service terms (via phone call, SMS, Whatsapp, email or our online order system) but decide to cancel your order(s) within four (4) hours before the start of the time window (e.g., if your order was scheduled at 9am-1pm, but you decide to cancel your order at around 6am), TheLaundryStore reserves the right to charge you $20 to cover the operation cost. After we have collected your Item(s), if you would like to cancel the order, we reserve the right to charge you $20 per single trip for a normal order (order value less than $50), and impose a surcharge of up to 20% of the total order value for bulky items such as curtains, carpets, etc.

4.4. NON-REFUNDABLE SERVICES

You acknowledge that once an Item has been cleaned or service tasks have been done, such as taking down and/or rehanging curtains, all related service charges are not refundable.

  1. PRICE AND PAYMENT

5.1 PRICE LIST

The price of the services is set out in our price list available on the website and will be the price in force at the time you place your order. Our prices may change at any time, but price changes will not affect payments made for orders that we have confirmed.

TheLaundryStore reserves the right, at its discretion, to amend, change, modify, add, or remove portions of your order, including but not limited to the ICA Division (quality check) and Logistics (pickup and delivery time).

5.2 PAYMENT

Payment is due when we have completed the Services. Even if we cannot deliver the item(s) to you due to your liability, we will obtain payment for our services rendered to you via the debit or credit card registered to your order. If for any reason we are unable to obtain our payment, you will become liable to us for the sum due plus interest at the rate of 3% a year above the local base lending rate from time to time. Interest will accrue daily from the due date until payment is made. You must pay us interest together with any overdue amount.

  1. TERMINATION

6.1. TERMINATION BY US

In our sole and absolute discretion, we may with immediate effect upon giving you notice, terminate your use of the Platform and/or Services and/or disable your Username and Password. We may bar access to the Platform and/or Services (or any part thereof) for any reason whatsoever, including a breach of any of these Terms of Conditions or where if we believe that you have violated or acted inconsistently with any terms or conditions set out herein, or if in our opinion or the opinion of any regulatory authority, it is not suitable to continue providing the services relating to the Platform.

6.2. TERMINATION BY YOU

You may terminate these Terms of Conditions by giving seven days’ notice in writing to us. Upon receipt of your termination notice, we will regard your notice as a formal request to us to close your Customer Account and the account closure process shall be in accordance with the provisions set out in this Terms of Conditions.