Terms and Conditions

Last Updated: 25/05/2025

Laundry Express

1. Introduction

Welcome to Laundry Express. These Terms and Conditions (“Terms”) govern all orders placed through our website. By placing an order, you confirm that you have read, understood, and agreed to be bound by these Terms.

We may update these Terms from time to time. Any changes will be notified to you via email, and the updated version will apply to all future orders. We encourage you to review these Terms before each order.

2. Definitions

• Website: The Laundry Express website (www.laundry-express.co.uk).
• Order: A request for laundry or dry cleaning services submitted through our website.
• Item(s): Garments or other articles collected from you in connection with an Order.
• Services: The laundry and/or dry cleaning services we provide.
• Service Providers: Third parties we may use to assist in delivering our Services.
• Event Outside Our Control: Circumstances beyond our reasonable control, such as strikes, natural disasters, infrastructure failure, or other emergencies.

3. Placing an Order

• You must provide accurate information when placing your Order. Please double-check your address and item details.
• A contract is only formed once you receive an email confirming acceptance of your Order.
• We will provide an Order number, which should be used in all communication with us.
• Orders below the Minimum Order Value will still be charged at the minimum amount.

4. Changes to Your Order

• You can request changes to your Order up to 2 hour before the scheduled collection time.
• Changes requested less than 1 hour prior may incur a £5 rescheduling fee.
• To make changes, contact us via:
  • Email: support@laundry.digitalxnerd.com
  • Live Chat: Available on our website
  • WhatsApp: +44 7777 367076

5. Cancelling or Rescheduling an Order

You may cancel your Order in the following cases:

1. Any time up to 2 hours before the scheduled collection time.
2. After collection, only if we are affected by an Event Outside Our Control.

• Cancellations/reschedules made less than 2 hours before collection may incur a £5 fee.
• Once Items are collected, you forfeit any statutory cancellation rights under consumer regulations.

6. Our Right to Cancel

We reserve the right to cancel your Order if:

1. An Event Outside Our Control prevents us from fulfilling the service.
2. You fail to make Items available for collection.
3. The Items do not match the Order, are damaged, or lack cleaning instructions.

If we cancel your Order, we will notify you via email, live chat, or WhatsApp. No charges will apply, and we will return the Items as soon as possible.

7. Collection & Delivery

• We aim to collect and deliver Items at the scheduled times, but this cannot be guaranteed.
• If you reschedule less than 4 hours before delivery, a £5 fee may apply.
• If you are unavailable at delivery and do not rearrange within 60 days, we may dispose of or donate the Items to charity.
• You may nominate a third party for collection/delivery or request Items be left in a safe place. In either case, you assume full risk.

8. Service Standards

• We provide Services with reasonable care and in line with industry standards.
• We are not responsible for damage to Items that:
  • Have no care label or are inherently delicate (e.g., silk, leather, velvet).
  • Contain hazardous or extraneous items (coins, pens, jewellery, etc.).
  • Are damaged or stained prior to collection.
  • Are cleaned at your risk, with or without special instructions.

9. Wash & Fold Orders

• Items are washed at 30°C and tumble dried on medium heat.
• No ironing is included.
• Clothes are separated by lights and darks, but we are not liable for colour bleeding.
• Items are measured by weight. Minimum charge is for 7kg, even if your laundry weighs less.
• We do not individually tag garments and accept no liability for missing items.
• Please check all garments before submitting—we are not liable for any lost or damaged foreign objects left in clothing.

10. Complaints

• If there is a problem with your Order, contact us within 24 hours of delivery via:
  • Email: support@laundry.digitalxnerd.com
  • WhatsApp: +44 7777 367076
  • Live Chat: Via our website

We will investigate and respond promptly. You are entitled to statutory consumer protections under UK law.

11. Pricing and Payment

• Prices are listed on our website at www.laundry-express.co.uk/prices and include VAT.
• Payment is pre-authorised at Order placement but charged after cleaning is completed.
• If payment fails, we may charge interest at 3% above the Barclays Bank base rate, calculated daily.
• If your final bill exceeds the captured amount (e.g., extra weight), the final total will be charged instead.

12. Liability

• Our liability is limited to 10x the service price per item, capped at £35, with proof of purchase.
• Without a receipt, liability is limited to 10x the service fee only.
• We are not liable for:
  • Items valued over £50.
  • Colour fading, shrinkage, or damage from customer mishandling.
  • Damage to buttons, zips, embellishments, or fastenings.
  • Business or commercial losses.
• Compensation may involve us retaining damaged Items.

13. Re-cleaning Guarantee

• If you are not satisfied, notify us within 24 hours of delivery.
• We will re-clean Items free of charge, provided the original cleaning tag is attached.
• Some stains may be impossible to remove. In such cases, re-cleaning is not guaranteed.

14. Vouchers and Promotions

• Vouchers are subject to expiry dates and cannot be used with other offers or pre-paid bundles.
• Minimum order value using a voucher is £20.
• Vouchers are non-transferable and hold no cash value.
• Once activated, vouchers must be used within 24 hours.

15. Personal Information

We use your personal data to:

• Process your Orders,
• Deliver Services,
• Contact you about similar services (unless you opt out via the “Unsubscribe” link in our emails).

Your data will not be shared with third parties, except as required to deliver our Services.

16. Legal Terms

• We may transfer our rights under these Terms to another company. We will notify you if we do.
• These Terms are governed by English law. You may bring legal proceedings in England, or if you are a resident, in Scotland or Northern Ireland.
• If any part of these Terms is found to be invalid, the rest will continue in full force.

17. Contact Us

If you have any questions or need support, you can reach us via:

📧 Email: support@laundry.digitalxnerd.com
💬 Live Chat: Available on our website
📱 WhatsApp: +44 7777 367076