term and conditions

Terms of website use

1.Our contract with you

1.1 These Terms will apply to any Order we accept from you via the App, including any Order that is changed under paragraph 4. Note that 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.

1.2 We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of changes to the Terms by email.

1.3 Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. Please note any Orders without a voucher code and which have a value of less than 30 AED will be charged 30 AED as a minimum.

1.4 If you need to contact Us at any time about an Order you may do so as set out in paragraph 13.

2.Definitions

2.1 When the following are used in these Terms, this is what they will mean

2.1.1 App: LaundryMan

2.1.2 Event Outside Our Control: any occurrence or circumstances over which we have no control (without limitation) the unavailability of any Service Provider, key personnel or key materials without which We are unable to provide the Services;

2.1.3 Item: any garment or article collected from you in connection with an Order;

2.1.4 Order: your order for the Services as set out in the order form submitted via the App;

2.1.5 Services: personal dry cleaning or laundry services collected from and delivered to your nominated address;

2.1.6 Service Providers: any third party with which we contract in order to assist us in providing the Services;

2.1.7 Terms: these terms and conditions as amended from time to time; and

2.1.8 We/Our/Us: LaundryMan, +97144564035, PO BOX 336658, Dubai, UAE.

2.2 When we use the words “writing” or “written” in these Terms, this will include e-mail, sms and notifications via the App.

3.Placing an Order

3.1 Please ensure that you check the details of your Order before submitting it as We will not be liable to you for any errors you make. For example, please check carefully that you correctly identify each Item. If you think that you may have made a mistake, please contact Us as set out in paragraph 13. We will confirm any changes to your Order by email. Changes are also dealt with under paragraph 4.

3.2 Submission of an Order does not create a contract between us. The contract arises when We send you an email confirming acceptance of your Order. The email will include your billing information.

3.3 We will assign an order number to each Order and inform you of it when We accept the Order. Please quote the order number in all subsequent contact with Us.

3.4 If for any reason We are unable to fulfil your Order, We will let you know by email or phone.

4. Changes to your Order

4.1  You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order by contacting our Customer Care at support@laundry-man.com

4.2 With your consent and at our discretion, We may make a change to your Order as an alternative to cancelling it or in the exercise of our discretion under paragraph 8.3.

4.3 Where changes are made to an Order under either of the preceding sub-paragraphs We will re-issue the Order confirmation to you via email.

5. Cancelling or rescheduling your Order

5.1 You have the following limited rights to cancel an Order.

5.2 You may cancel or reschedule your Order with no additional charge in the following circumstances:

5.2.1 at any time up to one hour before the collection time – set out in our email acceptance of your Order – via the App or by contacting support@laundry-man.com; or

5.2.3 If, after we have collected your Item(s), we are affected by an Event Outside Our Control by contacting our Customer Care at support@laundry-man.com

5.3 You acknowledge that (subject to paragraph 2.3) once an Item has been collected from you, we have begun providing the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Rights or any equivalent law or regulations will be lost.

5.4 Cancelling or rescheduling your order less than one hour before a collection or failing to be present for collection will incur a 10 AED additional charge.

5.5 Cancelling or rescheduling your delivery less than one hour before a delivery or failing to be present for delivery will incur a 5 AED additional charge.

6. Our rights to cancel your Order

6.1 We may cancel your Order and the contract between you and Us in the following circumstances:

6.1.1 as a result of an Event Outside Our Control; or

6.1.2 if you fail to make Items available for collection; or

6.1.3 if we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to laundry-man.com/FAQ).

6.2 If we cancel your Order we will contact you by phone or email and

6.2.1 where We have already started work on your Order, We will not charge you anything and you will not have to make any payment to Us;

6.2.2 we will arrange to deliver the Item(s) to you at the original delivery time or as soon as reasonably possible.

7. Collection and Delivery

7.1 We will use reasonable endeavours to collect and deliver Items at the times specified in the Order but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email.

7.2 If you are not available to accept delivery of Items, we will contact you by phone or email to arrange delivery at your convenience.

7.3 – If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of 5 AED will be charged for each consequent attempt of delivery. LaundryMan will endeavour to find a suitable delivery time.

7.4 If you have failed to accept or arrange delivery of an Item for more than 90 days after the delivery date specified in the Order we may dispose of the Item or donate it to an accredited charity of LaundryMan’s choice.

7.5 Subject to paragraph 7, all items for collections and deliveries must be acknowledged by a signature.

7.6 You may arrange to have Items be collected from, or be delivered to, a third party, on condition that you do so at your own risk and the third party is prepared to sign an acknowledgement on your behalf.

7.7 You may, by written instructions to us, request Us to leave an Item in an agreed 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 shall not be liable to you for any damage or loss of Items delivered on this basis.

7.8 24 hour service is not currently available.

8. Service standards

8.1 We will provide the Services with reasonable care and skill in accordance with good industry standards.

8.2 We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept delivery of Items in accordance with an order.

8.3 We will not be liable for any item provided without a care label, but our experts will clean in a manner they deem most appropriate.

8.4 We may contact you by phone or email if we consider any Items submitted to us to be at an increased risk of damage, including, but not limited to, Items:

8.4.1 with special requirements or instructions for cleaning;

8.4.2which are damaged or stained; and

8.4.3bearing an extraneous or loose items, e.g., pins, jewellery, coins, pens, etc. and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.

8.5 Wash and Fold Orders

8.5.1 Checking Items Please ensure to thoroughly check all the garments for extraneous or loose items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.

8.5.2 Washing and Drying Process The load is washed at a 30 degree cycle and tumble dried on a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.

8.5.3 Colour Separation 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.

8.5.4 Size of Bag We will measure the laundry by weight. The minimum weight is 6kg and every kg over 6kg we will charge accordingly. We will update this after we have weighed it and you will receive a confirmation email. Any orders below 6kg will be charged at the Wash & Fold price.

8.5.5 Damaged Items 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.

8.5.6 Excluded Items The Wash and Fold will not include any items that need dry cleaning. If these are included then it will be added as an individual product and your bill will be amended accordingly.

8.5.7 Tagging Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.

8.6 Curtains

8.6.1 We employ a special cleaning programme for all curtains; however, there are some inherent risks such as:

8.6.1.1 Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long

8.6.1.2 Sunlight, age, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.

8.6.1.3 Some glazed fabrics will become fully or partially de-lustered.

8.6.1.4 Cleaning will remove soiling which may reveal:

8.6.1.4.1 Sunlight

8.6.1.4.2 Yellowing of fabric through smoke damage

8.6.1.4.3 Colour loss caused by wear

8.6.1.4.4 Condensation ‘tide’ marks

8.6.1.4.5 Hidden staining

9. If there is a problem with the services

9.1 If there is any problem with the Services:

9.1.1 please contact our Customer Care by email at support@laundry-man.com as detailed on the App and tell Us as soon as reasonably possible;

9.1.2 if you have a complaint about the Services we will deal with it in accordance with our Complaints Policy, available at www.laundry-man.com/complaints.

9.2 Complaints should be notified to Us within 24 hours of delivery of any Item if you believe that We are in breach of our obligations under these Terms.

9.3 As a consumer, you have statutory rights if our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Information about your legal rights are stated in the Blue Book from the Department of Economic Development (DED), Consumer Protection Division. Nothing in these Terms will affect these legal rights.

10. Price and payment

10.1 The price of the Services will be set out in Our price list as set out in the App or at www.laundry-man.com/prices 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 in accordance with paragraph 3.2 or 4.3

10.2 Our prices will include VAT. 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.

10.3 Upon placing an Order we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total (i.e. we need to update your Order accordingly) it may show on your recent transactions but the captured amount will be released when we have taken the full payment. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason we are unable to take payment you will become liable to Us for the sum due plus interest at the rate 3% a year above the base lending rate of Barclays Bank PLC from the time to time. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.

10.4 We reserve the right to apply a minimum payment of up to 50 AED to any orders valuing between 1AED TO 49 AED. For more information about this minimum payment, please contact support@laundry-man.com

11. Our liability to you

11.1 In the unlikely event of loss or damage to an item, LaundryMan will pay compensation in line with the guidelines stated in the Blue Book as provided by the Department of Economic Development (DED), Consumer Protection Division.

Fair compensation will be given on the basis of wear and tear and the age of the item. It is considered reasonable for LaundryMan to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing on any compensation. Failure to produce a valid proof of purchase will limit the compensation amount offered.

11.1.1 Damaged Items

We will be liable for no more than ten times the cost of cleaning the article. Exception to this are items purchased within 6 months provided that a proof of purchase is presented showing the purchase date and cost of the item.

11.1.2 Lost Items

Failure to produce a valid proof of purchase will limit the compensation to no more than ten times the cost of cleaning the article.

11.2 Subject to the following subparagraphs, you will be compensated (in accordance with 11.1) for loss or damage which is due to Our Negligence.

11.2.1 We will not be responsible for on compensation cost of any single item valued at more than 2000 AED unless we have received (and acknowledged) notification via email to support@laundry-man.com or via the app.

11.2.2 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.

11.3 We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11.4 We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:

11.4.1 failure to notify us of any special requirements or instructions for cleaning the Item;

11.4.2 the fact that the Item has no label indicating cleaning instructions;

11.4.3 any existing damage to the Item at the time of collection;

11.4.4 any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips

11.4.5 and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags

11.4.6 our acceptance of Items which we agree to provide the Services for under paragraph 8.3;

11.4.7 our agreement … paragraph 7.3;

11.4.8 our disposal of Items under paragraph 7.4;

11.5 We do not exclude or limit in any way Our liability for:

11.5.1 death or personal injury caused by negligence;

11.5.2 fraud or fraudulent misrepresentation;

11.5.3 defective products

11.6 We will not be liable for any consequential loss.

11.7 LaundryMan uses a semi-permanent heat-sealed sticker ticketing system. By placing an order with LaundryMan, you agree that you item(s) may be tagged in this manner. LaundryMan will always look to position these as inconspicuously as possible. We strongly advise customers to not remove these stickers and LaundryMan cannot accept liability for any damage caused by removal by the customer or a third party. Please contact support@laundry-man.com for assistance.

11.8 In the event we issue compensation for damage caused to an item(s) in our care, be it monetary or a replacement, LaundryMan reserves the right to retain permanent ownership of damaged item(s).

12. Events Outside Our Control

12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.

12.2 An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.

12.3 If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:

12.3.1 We will contact you as soon as reasonably possible to notify you; and

12.3.2 Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or

12.3.3 You may cancel your Order under paragraph 5.3 or We may cancel it under paragraph 6.1.1.

12.3.4 If your Order is cancelled We will return your Item(s) to you at no cost to you.

13. Information about us and how to contact us

13.1 We are a company registered in UAE.

13.2 If you have any questions or if you have any complaints, please contact Us. You can contact Us by emailing Us at support@laundry-man.com, or sending a request via the App.

13.3 If you wish to contact Us in writing, or if any paragraph in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at & support@laundry-man.com We will confirm receipt of this by email. If We have to contact you or give you notice in writing, We will do so by notification via the App or by e-mail to the address you provide to Us in the Order.

14. How we may use your personal information

14.1 We will use the personal information you provide to Us to:

14.1.1 provide the Services;

14.1.2 process your payment for such Services; and

14.1.3 inform you about similar products or services that We provide, unless you indicate that you do not wish to receive such communications by clicking the ‘Unsubscribe’ link at the bottom of any LaundryMan promotional email communication.

14.2 We will not give your personal data to any third party other than any Service Providers

15. LaundryMan Quality Guarantee

15.1 We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.

15.2 To request re-cleaning for your items please email our Customer Care team, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.

16. Re-cleaning policy

16.1 The re-cleaning only applies to individual items which have been cleaned by LaundryMan and the original dry cleaning ticket must be attached.

16.2 Please note it is not always possible to remove stains. If we cannot remove a stain customers 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.

17. Vouchers and Promotions

17.1 Vouchers are subject to expiry dates and value for particular promotions.

17.2 These terms apply to all LaundryMan vouchers and are subject to LaundryMan’s full service terms and conditions and website terms and conditions.

17.3 Vouchers cannot be used in conjunction with any other LaundryMan voucher or any other offer.

17.4 Only one voucher or code may be used per transaction.

17.5 Vouchers are strictly non-transferable, and have no cash value. Placing a voucher for sale is strictly prohibited and renders the voucher void.

17.6 LaundryMan reserves the right to reject a voucher with reasonable cause.

17.7 LaundryMan reserves the right to withdraw this offer at any time and without warning.

17.8 To redeem a voucher you must present the code found on the voucher at checkout.

17.9 The minimum order value for orders using a Voucher code is 50 AED or otherwise specified, including the voucher.

17.10 Once activated, vouchers must be used within 24 hours.

17.11 Vouchers are issued on and limited to a one per household basis.

17.12 Vouchers cannot be applied on some items

18. Referral

18.1 If an existing customer refers a friend (a new customer) using the referral code created in the app, we will give the referrer a 10% off LaundryMan voucher. The referred friend (customer) will receive a 10% off LaundryMan voucher.

18.2 Referral vouchers have an expiry period of 30 days from the day that they are issued.

18.3 To benefit from the referral offer, the existing customer must use the referral code created in the app.

18.4 The existing customer will only receive their referral voucher once the referred friend has completed a transaction and the order payment has been processed successfully.

18.5 LaundryMan will only accept referrals for new customers’ orders.

18.6 The minimum order value for orders using a referral voucher code or a referral reward voucher code is 50 AED.

18.7 Referral vouchers cannot be used in conjunction with any other customer offer or promotion.

18.8 Referral vouchers are issued on and limited to a one per household basis.

19. Other important terms

19.1 We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.

19.2 This contract is between you and Us. No other person shall have any rights to enforce any of its terms.

19.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

19.4 These Terms are governed by Dubai law and will be subject to the exclusive jurisdiction of the Dubai courts.

20. Collection Charge

20.1 To balance high demand and ensure we can deliver the best possible service, we have introduced a small collection charge for particular time-slots. Collection charges only apply to our busiest times and all slots are free to start with.

20.2 The collection charge can vary, depending on the popularity in your area and when you place an order. The charge will be displayed next to every time slot if applicable. The charge will be added to the order total when you place an order. Delivery will remain free.

20.3 If a collection is re-scheduled, customers will only be charged with the new slot collection charge and any discrepancy will be refunded automatically.

20.4 If a collection is cancelled, customers will not be charged for the collection fee.

20.5 The collection charge is added to the minimum spend.

20.6 Any marketing voucher will still apply to the total order value, including the collection charge.

20.7 If a collection is late, a refund of the collection fee will be provided. We try our very best to let our customers know in advance of any potential delay however, unfortunately, delays can sometimes happen and when they do our agents or Customer Care Team will notify you in advance.