[ 1 ] Contract
These Terms will apply to any Order we accept from you via the our website, mobile app, sms or any
other platform. Please note that unless you accept these Terms, you should not be placing an Order 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.
Hellolaundry reserve the right to change the Terms from time to time. We will notify you of any changes
which may affect you by email.
[ 2 ] Interpretation
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
Item: any garment or article collected from you in connection with an Order
Order: your order for the Services as set out in the order form submitted via the Hellolaundry App.
Services: personal dry cleaning or laundry services collected from and delivered to your nominated
Service Providers: any third party with which we contract in order to assist us in providing the Services.
Terms: these terms and conditions as amended from time to time; and
We/Our/Us: Hellolaundry Limited, company number: 11849570, Brighstone Court , Oakhill Road ,
Purfleet , Essex , RM19 1TY , UK.
Website : means our website www.hellolaundry.co.uk on which the Services are advertised.
[ 3 ] Placing an order
hen 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.
[ 4 ] Changes to an Order
Changes can be made to an order 2 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 or
contact on 01708252143.
We may make changes to your order as an alternative to cancellation at our discretion but with your
Any changes to your order will be confirmed in writing by email.
[ 5 ] Cancelling or rescheduling your Order
You have the following limited rights to cancel an Order.
You may cancel or reschedule your Order with no additional charge in the following circumstances:
at any time up to two hours before the collection time – set out in our email acceptance of your Order –
via the App or by contacting firstname.lastname@example.org or contact on 01708252143.
If, after we have collected your Item(s), we are affected by an Event Outside Our Control by contacting
our Customer Care at email@example.com.
You acknowledge that 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 Contracts
Regulations or any equivalent law or regulations will be lost.
Cancelling or rescheduling your order less than two hours before a collection or failing to be present for
collection will incur a £10 additional charge.
Rescheduling your delivery less than two hours before a delivery or failing to be present for delivery will
also incur a £10 additional charge.
[ 6 ] Our rights to cancel an order
We may cancel your order and subsequently the contract formed between us under the following
- 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
[ 7 ] Collection and redelivery
Subject to paragraph 12, We will use reasonable endeavours to collect and re-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.
If you are not available to accept redelivery of Items, we will contact you by phone or email to arrange
redelivery at your convenience.
If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge
of £10 will be charged for each consequent attempt of delivery as set out in paragraph 5 hellolaundry will
endeavour to find a suitable redelivery time. However, if a redelivery is urgent, it is the customers
responsibility to organise a same day courier or collection from the Facility.
If you have failed to accept or arrange redelivery of an Item for more than 90 days after the redelivery
date specified in the Order we may dispose of the Item or donate it to an accredited charity of
You may arrange to have Items collected from, or re-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.
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 re-delivered on this basis.
[ 8 ] Standards of Service
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
We will contact you in the event the item sent to us is of a higher risk of damage including but not limited
- 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 6kg. We will update this after we have
weighed it at the facility. Any orders below 6kg will be charged at the Wash, Tumble 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 bedspreads. If these are included, then it will
be price per items 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.
[ 9 ] If there is a problem with the services
If there is any problem with the Services:
- please contact our Customer Care by email at firstname.lastname@example.org as detailed on the App and tell
Us as soon as reasonably possible;
- You will not have to pay for Us to deal with your complaint.
- Complaints should be notified to Us within 24 hours of redelivery of any Item if you believe that We are
in breach of our obligations under these Terms.
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. Advice about your legal rights is available
from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect
these legal rights.
[ 10 ] Price and payment
The price of the Services will be set out in Our price list as set out in the App or at
https://hellolaundry.co.uk/services/pricing 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.
Our prices 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.
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.
[ 11 ] Our liability to you
In the unlikely event of loss or damage to an item, Laundryheap will pay compensation in line with
standard industry guidelines. Our total liability to you in respect of each Item is limited to ten times the
price we charge for the Services, but not more than £35 per item, given a proof of purchase is provided,
showing the date of purchase and the value of the item.
Subject to the following sub paragraphs, we will compensate (in accordance with above paragraph) for
loss or damage which is due to Our Negligence.
We will not be responsible for any single item valued at more than £50.
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.
If you use the Services for any commercial, business or re-sale purpose, We have no liability to you for
any loss of profit, loss of business, business interruption, or loss of business opportunity.
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/belts/embellishments/etc or lost of the items if not mentioned while placing the order.).
[ 12 ] Events Outside Our Control
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.
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.
If an Event Outside Our Control takes place that affects the performance of Our obligations under these
We will contact you as soon as reasonably possible to notify you; and
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
You may cancel your Order under paragraph 5 or We may cancel it under paragraph 6
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
We are a company registered in England and Wales. Our company registration number is 11849570 and
Our registered office is at Brighstone Court , Oakhill Road , Purfleet , Essex , RM19 1TY , UK.
If you have any questions or if you have any complaints, please contact Us. You can contact Us by
emailing Us at email@example.com or sending a request via the App.
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 . 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
[ 15 ] Hellolaundry Quality Guarantee
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.
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
[ 16 ] Re-cleaning policy
The re-cleaning only applies to individual items which have been cleaned by Hellolaundry and the original
dry cleaning ticket must be attached.
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 & Promotions
Vouchers and promotions are subject to expiry dates and may vary from time to time and may be
withdrawn without warning.
Hellolaundry vouchers and are subject to our full-service terms and conditions and website terms and
Vouchers cannot be used in conjunction with any other hellolaundry 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.
Referral voucher cannot be given to be given / used into the same property.
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.
[ 18 ] Other important terms
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
This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
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.
These Terms are governed by English law and will be subject to the exclusive jurisdiction of the English
courts, unless you are a resident of Northern Ireland or Scotland, in which case you may also bring
proceedings in Northern Ireland or Scotland as appropriate.