Lovely Laundry NE Ltd – Terms & Conditions

 

Effective date: 1 January 2026

Business name / legal entity: Lovely Laundry NE Ltd.

1. Scope

These Terms & Conditions apply to all services supplied by Lovely Laundry, including (but not limited to) dry cleaning, wet cleaning, service washes, ironing, bedding/duvets, alterations arranged via third parties, and collection/delivery.

Placing an order (in-store or by phone) means you agree to these Terms. Nothing in these Terms affects your statutory rights.

2. Bookings

• Bookings can be made in-store or by phone.

• We may refuse items, or recommend a specialist, where an item is high risk, requires specialist restoration, or is not suitable for our process/equipment.

3. Quotes, pricing and payment

• Prices are based on our current price list and/or the quote given at booking.

• Delivery pricing depends on your area and will be confirmed at the time of booking.

• We may charge extra for:

  • heavy soiling, specialist stain work, mould/odour treatment, pet hair removal,

  • non-standard handling (e.g., very delicate trims, complex garments),

  • urgent/priority requests (if available).

• Payment terms

  • Dry cleaning and larger quantities must be paid upfront.

  • For other services, we may request payment upfront at our discretion, otherwise payment is due on collection/return unless agreed.

4. Turnaround times (no promises)

• Turnaround times vary depending on the service type, item condition, workload, and any specialist treatment required.

• We do not guarantee same-day/next-day/48-hour turnaround unless confirmed in writing at the time of booking.

• Our team will provide the best estimate available when you book and can update you if anything changes.

5. Your responsibilities (very important)

You agree to:

• Check pockets and remove all items (coins, pens, earphones, vapes, lip balm, tissues etc.). We are not responsible for damage caused by items left in pockets.

• Tell us about known stains, previous cleaning attempts, colour run issues, shrinkage history, or fragile areas.

• Ensure items provided are safe to handle. We may refuse items that are contaminated or hazardous.

6. Results are not guaranteed

Cleaning is a professional “best efforts” service. By leaving items with us you accept that:

• Some stains/marks/odours may not fully come out.

• Colour/shape/texture may change due to the item’s age, condition, manufacture, previous cleaning, or inherent fabric properties.

• Items can contain hidden flaws (e.g., weakened fibres, sun damage, perspiration damage, degraded glue/adhesives) that only appear during cleaning.

• Embellishments (beads, sequins, glued trims, prints, buttons) can loosen/detach despite careful handling.

7. Care labels and item assessment

• We will normally follow care labels.

• If a label is missing, unclear, or appears inaccurate, we may:

  • contact you for approval

  • proceed using professional judgement where reasonable

  • refuse the item if risk is too high.

8. Collection & delivery

• Collection/delivery is offered subject to availability and location.

• Delivery pricing is area-dependent and confirmed at booking.

• If no one is available at the arranged time (or access is not possible), we may need to reschedule and may charge a reasonable additional fee for re-attempts.

• Risk transfers back to you once items are delivered to the agreed recipient/address/safe place (if you request a safe place).

9. Cancellations

• You may cancel an order before processing starts.

• Once processing has started, cancellation may not be possible and you may be charged for work already completed and costs incurred.

• Missed delivery/collection slots may incur a reasonable fee where a driver/time has been committed.

10. Complaints, issues and remedies (14 days)

• Please check items immediately on collection/return.

• If there is a problem, you must notifyE notify us as soon as possible, and no later than 14 days after collection/return.

• In most cases, our first remedy will be to re-clean / re-press / re-finish where safe and appropriate.

• Do not continue wearing/using items you believe are affected before we inspect them, as this can limit what we can do.

11. Loss, damage and liability (hard cap)

We are fully insured. However, to keep pricing fair and predictable, you agree to the following limits:

• If we are found liable for loss or damage caused by our negligence, our liability is limited to the fair market value of the item at the time of service (i.e., depreciated value), not the original purchase price.

• We may ask for reasonable evidence of value (e.g., receipt, bank statement, comparable listings).

• We are not liable for:

  • pre-existing damage, wear and tear, ageing, moth damage, weakened fibres, or manufacturer defects,

  • colour loss, shrinkage, or distortion caused by inherent fabric characteristics or hidden flaws,

  • damage caused by items left in pockets,

  • failure of embellishments, prints, adhesives, or trims due to age/heat/solvent/water sensitivity,

  • indirect or consequential losses (e.g., loss of use, travel costs, missed events).

If you have an item of unusually high value, tell us before processing so we can assess risk and confirm whether we can accept it.

12. Uncollected items (6 months)

• Items left uncollected for 6 months from the ready date may be disposed of (including being binned) without further liability to you.

• We will make reasonable attempts to contact you using the details you provided, but it remains your responsibility to collect items on time.

13. Data protection

We use customer information only to provide services, manage orders, take payment, and contact you about your items. (If you want, I’ll also write you a proper UK GDPR Privacy Policy to replace your placeholder page.)

14. Governing law

These Terms are governed by the laws of England and Wales, and disputes fall under the jurisdiction of the courts of England and Wales.

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2) B2B Addendum (Short) – Commercial Customers

Effective date: 1 January 2026
This Addendum applies where the customer is a business (e.g., Airbnb/serviced accommodation, salons, offices, hospitality, uniform contracts). It sits alongside the main Terms & Conditions.

A) Orders, service levels and turnaround

• Turnaround times are estimates only unless a service level is agreed in writing.

• Volumes may affect turnaround (especially peak periods). We’ll communicate delays as soon as known.

B) Pricing and invoicing

• Pricing is per the agreed quote/price list for the account.

• Unless agreed otherwise in writing:

  • Payment is due upfront for dry cleaning and large volumes, and other work is payable on collection/return.

C) Delivery and access

• Delivery fees are area-dependent.

• You must provide safe access instructions (reception, key code, safe place rules). Where access fails, re-attempt charges may apply.

D) Quality checks and issue reporting

• You must inspect returns promptly. Any issues must be reported within 14 days, ideally immediately, with item details and photos where possible.

• Our first remedy is typically re-clean/rework where safe.

E) Liability (commercial)

• Liability remains capped as per the main Terms: fair market value at time of service.

• We are not responsible for indirect losses (loss of bookings, business interruption, reputation, etc.).

• If you require higher limits, this must be agreed in writing before service (and may affect pricing).

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