Please read all these terms and conditions.
As we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with.
Unless you accept these Terms (by ticking the acceptance box when you set up your account, you will not be able to place an order.
Love2Laundry reserve the right to change the Terms from time to time. We will notify you of any changes which may affect you by email.
These Terms and Conditions will apply to the purchase of the services by you (the Customer or you). We are Love2Laundry a company registered in England and Wales under number 09143915 whose registered office is at 42 Albion Street, Rotherhithe, London, SE16 7JQ (the Supplier or us or we).
These are the terms on which we sell all Services to you. By ordering any of the Services, you agree to be bound by these Terms and Conditions. You can only purchase the Services from the Website and our App if you are eligible to enter into a contract and are at least 18 years old.
The Terms restrict our liability to you in certain circumstances.
Contract means the legally-binding agreement between you and us for the supply of the Services;
Event outside our Control any occurrence or circumstances over which we have no control including the unavailability of any service, provider or key materials without which we are unable to provide the services;
Goods means any goods that we supply to you with the Services, of the number and description as set out in the Order;
Item any garment or article collected from you in connection with an order;
Order means the Customer's order for the Services submitted on the Application;
Services means the personal dry cleaning or laundry services collected from and delivered to your nominated address;
Service Providers any third party we contract with in order to assist us in providing and fulfilling the laundry services;
Terms means these Terms and Conditions as amended from time to time;
We/Our/Us means Love2Laundry a company registered in England and Wales under number 09143915 with registered office at 42 Albion Street, Rotherhithe, London, SE16 7JQ
Website means our website www.Love2Laundry.com on which the Services are advertised.
When placing an order with us, please ensure that you have checked the details of your requirement before submitting it. We will not be liable to you for errors or omissions you make. Each item needs to be correctly identified. If you have made a mistake, please contact us immediately so we may rectify this for you. A contract is only formed between us once we have sent you an Order acceptance. This email will include your billing information.
Each order will be assigned an order number. This order number needs to be quoted in all correspondence and contact with us.
All Services which appear on the Application are subject to availability. If we are unable to fulfil your order, we will notify you in writing as soon as practicable.
Changes can be made to an order 4 hours prior to collection or delivery time as set out in the order acceptance. Changes can be made by contacting our Customer Care at email@example.com
We may make changes to your order as an alternative to cancellation at our discretion but with your consent.
Any changes to your order will be confirmed in writing by email.
You have a right to cancel your order only under the following circumstances:
Up to four hours prior to collection or delivery time as set out in the order acceptance email
After we have collected your items, if we have been affected by an event outside of our control by contacting our customer care at firstname.lastname@example.org
You agree that once your items have been collected from you, that rights of cancellation have expired and will be lost. We reserve the right to charge you for orders cancelled in breach of this Clause.
We may cancel your order and subsequently the contract formed between us under the following circumstances:
As a result of an event outside of our control;
If you fail to make the items available for collection as agreed within the order confirmation
If we consider any item not to correspond with the order placed and accepted, is damaged, contains
No item description or cleaning instructions or does not fall within the specified items which we accept.
If we cancel your order, we will notify you in writing by email as quickly as practicable;
You will not incur any charges for cleaning already carried out;
We will ensure items are delivered back to you at the original delivery time or as soon as reasonably practicable.
You must co-operate with us in all matters relating to the Services, provide us with all information required to perform the Services.
Failure to comply with the above is a Customer default which entitles us to suspend performance of the Services until you remedy it or if you fail to remedy it following our request, we can terminate the Contract with immediate effect on written notice to you.
We will endeavour to collect and deliver cleaned items to you at the times specified in the order acceptance. However, we do not guarantee to do so. Any delay in our performance of collection and delivery, will be communicated to you as quickly as possible by email.
If you are unavailable to accept delivery of items, we will contact you to rearrange a suitable time.
When redelivery is attempted and you are not available at the designated time, we apply a redelivery charge of £5 for each redelivery attempt. We will endeavour to agree a mutually agreeable redelivery time with you.
In cases where delivery is urgent, it is the customer’s responsibility to arrange collection from us with a courier at our facility.
Failure to accept delivery of items after 90 days from date of order acceptance will cancel the contract between us and we may dispose of the item or donate it to an accredited charity of our choice.
You may give us permission, in writing, to leave an item in a specified secure location without providing us with a signature of acknowledgement. If you do so, it is at our discretion and entirely at your own risk and we will not be liable to you under any circumstances for damage, theft or loss or items delivered under this clause.
We only offer 24-hour service in certain locations and may be affected by items and services selected.
All our work is conducted in line with good industry standards, reasonable skill and care.
We will not be held liable for any delay or non-performance of services where it is shown you have failed to provide us with accurate information at the time of order placement. We cannot accept an order that has an incomplete or inaccurate address or if you fail to accept delivery of items as specified in your order.
We will contact you in the event the item sent to us is of a higher risk of damage including but not limited to:
Items requiring special treatments or instructions for cleaning
Items where there are no cleaning guidelines present
Items which are damaged or stained
Items containing extraneous or hazardous materials, including pins, jewellery, coins, pens, etc.
We provide the services to you at our discretion and we may, with your consent, agree to provide the services regardless of the risk of damage.
Wash and Fold Orders
Please ensure to thoroughly check all the garments for hazardous items, e.g. coins, pens, keys, etc. as we accept no responsibility for any items lost or damaged as a result of the cleaning process.
Washing and Drying Process
The load is washed at the temperature as set out in our temperature choosing service within our preferences section, then tumble dried where appropriate at a medium heat. Please note that the items are not ironed.
We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
Bag Size and Weight
We will measure the laundry by weight. The minimum weight is 8kg and every kg over 8kg we will charge accordingly. We will update this after we have weighed it at the facility and you will receive a confirmation email. Any orders below 8kg will be charged at the Wash, Dry & Fold price.
We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated, i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried.
The Wash and Fold will not include any Duvets, blankets or bed spreads. If these are included, then it will be added as an individual product under a new order and your bill will be amended accordingly.
Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
Bulk Ironing Service
We offer a Bulk Ironing Service. Once items are received, they will be re-weighed and the customer invoice will be updated if required. Customers are encouraged to check their updated invoice to ensure they are aware of any price changes.
Our current partners to provide the services are:
1) Gold Star Dry cleaners 330 Burdertt Road E14 7DL
2) Aran Dry Cleaners, 273 Whitechapel Rd, London E1 1BY
3) Dockland Dry Cleaning & Laundry Service, 149 Manchester Rd, Isle of Dogs, London E14 3DN
When registering to use the Website you must set up a username and password. You remain responsible for all actions taken under the chosen username and password and undertake not to disclose your username and password to anyone else and keep them secret.
We may contact you by using e-mail or other electronic communication methods and by pre-paid post and you expressly agree to this.
11.1 Garment Damage Policy: Whilst every care is taken handling your clothes, if you believe that we have damaged your garments in an anyway please contact as within 24 hours. We will do our best to resolve the situation. We will investigate thoroughly and if we feel that we were at negligent, we shall pay fair compensation based upon the current value of the garment. This is usually around 5-10 times the cost of the dry cleaning.
11.2 In the unlikely event of loss or damage to an item, Love2laundry will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. It is considered reasonable for Love2Laundry to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
11.3 Subject to the following subparagraphs, we will be compensated (in accordance with 11.1) for loss or damage which is due to Our Negligence.
11.3.1 We will not be responsible for any single item valued at more than £500 unless we have received (and acknowledged) notification via email to email@example.com
The fees (Fees) for the Services, the price of any Goods (if not included in the Fees) and any additional delivery or other charges is that set out on the Application at the date we accept the Order or such other price as we may agree in writing. Prices for Services may be calculated on a fixed price or on a standard daily rate basis.
Fees and charges include VAT at the rate applicable at the time of the Order. However, if the rate of VAT changes between the date we accept your Order and the date of payment, We will have to adjust the rate of VAT that you pay
You must pay by submitting your credit or debit card details with your Order and we can take payment immediately or otherwise before delivery of the Services.
The price of the Services will be set out in Our price list as set out in the App or at www.love2laundry.com/pricing 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 Orders that We have accepted prior to the increase.
In the unlikely event of loss or damage to an itemLove2Laundry will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
This indicates that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. We reserve the right to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
Subject to the following, we will be compensating for loss or damage which is due to Our Negligence.
We will not be responsible for any single item valued at more than £500 unless we have received (and acknowledged) notification via email to firstname.lastname@example.org
We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and US at the time we entered into a contract for the Services.
We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
failure to notify us of any special requirements or instructions for cleaning the Item;
the fact that the Item has no label indicating cleaning instructions;
any existing damage to the Item at the time of collection;
any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips
and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags
We do not exclude or limit in any way Our liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of the terms implied by the Supply of Goods and Services Act 1982 (title and quiet possession);
defective products under the Consumer Protection Act 1987.
We will not be liable for any consequential loss.
We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
For every £1 spent with us, you earn 1 Loyalty Point. For every 100 points earned, you receive a £2 discount. For every 500 points earned a £10 discount will be available.
14.1 Discount code cannot be used by creating multiple IDs or address. Restricted one time usage per customer.
14.2 Two discount code cannot be used at the same time.
14.3 If the order has been placed by using the discount code, the loyalty points will not be allocated. Loyalty points only can add up once the order has been placed without using any discount code.
Each and every item is checked before it is delivered to you. If for any reason you are not happy, please contact us within 24 hours from delivery and we guarantee to re-clean your items free of charge. Any complains under this clause 15 made outside of 24 hours will be considered on a case by case basis at our discretion.
To request re-cleaning for your items, please email our Customer Care team, outlining the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
The original dry cleaning ticket must still be attached to the items being returned for re-cleaning and only applies to individual items cleaned by Love2Laundry.
If we cannot remove a stain customer will be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
Vouchers and promotions are subject to expiry dates and may vary from time to time and may be withdrawn without warning.
Love2Laundry vouchers and are subject to our full service terms and conditions and website terms and conditions.
Vouchers cannot be used in conjunction with any other Love2Laundry offer or promotion.
Only one voucher can be used in one transaction.
Vouchers are strictly non-transferable, and have no cash value. Selling of vouchers will render it void.
We reserve the right to reject a voucher with reasonable cause.
Vouchers can be redeemed at checkout by entering the code found on the voucher.
When using a voucher, the minimum order value is £20 or otherwise specified, including the voucher.
Vouchers must be used within 24 hours of activation.
Vouchers are limited to one per household
Vouchers cannot be applied to shop items
Vouchers cannot be applied to bundles, as these bundles are already heavily discounted.
For every successful referral we give both parties a £10 discount.
All new referral vouchers have an expiry period of 30 days from the day that they are issued.
We have a legal duty to supply the Goods in conformity with the Contract, and will not have conformed if it does not meet the following obligation.
Upon delivery, the Goods will:
It is not a failure to conform if the failure has its origin in your materials.
We will supply the Services with reasonable skill and care.
In relation to the Services, anything we say or write to you, or anything someone else says or writes to you on our behalf, about us or about the Services, is a term of the Contract (which we must comply with) if you take it into account when deciding to enter this Contract, or when making any decision about the Services after entering into this Contract. Anything you take into account is subject to anything that qualified it and was said or written to you by us or on behalf of us on the same occasion, and any change to it that has been expressly agreed between us (before entering this Contract or later).
The Contract continues as long as it takes us to perform the Services.
Either you or we may terminate the Contract or suspend the Services at any time by a written notice of termination or suspension to the other if that other:
On termination of the Contract for any reason, any of our respective remaining rights and liabilities will not be affected.
Either party can transfer the benefit of this Contract to someone else, and will remain liable to the other for its obligations under the Contract. The Supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.
In the event of any failure by a party because of something beyond its reasonable control:
The Contract (including any non-contractual matters) is governed by the law of England and Wales.
Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland or Northern Ireland, in the courts of respectively Scotland or Northern Ireland.
We try to avoid any dispute, so we deal with complaints as follows: If a dispute occurs, customers should contact us to find a solution. We will aim to respond with an appropriate solution within 5 days.
Model cancellation Form
42 Albion Street
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] [for the supply of the following service [*], Ordered on [*]/received on [*]______________________(date received)
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper)
collectively all information that you submit to Love2Laundry Ltd via the Website. This definition incorporates, where applicable, the definitions provided in the Data Protection Act 1998;
a small text file placed on your computer by this Website when you visit certain parts of the Website and/or when you use certain features of the Website. Details of the cookies used by this Website are set out in the clause below (Cookies);
Love2Laundry Ltd, or us
Love2Laundry Ltd, a company incorporated in England and Wales with registered number 09143915 whose registered office is at 42 Albion Street, Rotherhithe, London, SE16 7JQ;
UK and EU Cookie Law
the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended by the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011;
User or you
any third party that accesses the Website and is not either (i) employed by Love2Laundry Ltd and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Love2Laundry Ltd and accessing the Website in connection with the provision of such services; and
the website that you are currently using, www.love2laundry.com, and any sub-domains of this site unless expressly excluded by their own terms and conditions.
We may collect the following Data, which includes personal Data, from you:
Our use of Data
For purposes of the Data Protection Act 1998, Love2Laundry Ltd is the "data controller".
We will retain any Data you submit for 12 months.
Unless we are obliged or permitted by law to do so, and subject to any third party disclosures specifically set out in this policy, your Data will not be disclosed to third parties. This includes our affiliates and / or other companies within our group.
All personal Data is stored securely in accordance with the principles of the Data Protection Act 1998. For more details on security see the clause below (Security).
Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Website. Specifically, Data may be used by us for the following reasons:
Love2Laundry Ltd may, from time to time, employ the services of other parties for dealing with certain processes necessary for the operation of the Website. The providers of such services have access to certain personal Data provided by Users of this Website.
We may also disclose Data to a prospective purchaser of our business or any part of it.
In the above instances, we will take steps with the aim of ensuring your privacy is protected.
Wherever you are required to submit Data, you will be given options to restrict our use of that Data. This may include the following:
use of Data for direct marketing purposes; and
sharing Data with third parties.
To use all features and functions available on the Website, you may be required to submit certain Data.
You have the right to ask for a copy of any of your personal Data held by Love2Laundry Ltd (where such Data is held) on payment of a small fee, which will not exceed £10.
Data security is of great importance to Love2Laundry Ltd and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected via this Website.
If password access is required for certain parts of the Website, you are responsible for keeping this password confidential.
We endeavour to do our best to protect your personal Data. However, transmission of information over the internet is not entirely secure and is done at your own risk. We cannot ensure the security of your Data transmitted to the Website.
All Cookies used by this Website are used in accordance with current UK and EU Cookie Law.
Before the Website places Cookies on your computer, you will be presented with a pop-up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies, you are enabling Love2Laundry Ltd to provide a better experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of the Website may not function fully or as intended.
This Website may place the following Cookies:
Analytical/performance cookies - They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
Functionality cookies: These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences (for example, your choice of language or region).
Targeting cookies: These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You can choose to enable or disable Cookies in your internet browser. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser.
You can choose to delete Cookies at any time; however, you may lose any information that enables you to access the Website more quickly and efficiently including, but not limited to, personalisation settings.
It is recommended that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings.
Data which we collect from you may be stored and processed in and transferred to countries outside of the European Economic Area (EEA). For example, this could occur if our servers are located in a country outside the EEA or one of our service providers is situated in a country outside the EEA. These countries may not have data protection laws equivalent to those in force in the EEA.
Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
You may contact Love2Laundry Ltd by email at email@example.com
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