Terms & conditions

Welcome to My Laundry Room ("we," "our," or "us"). By accessing or using our website, www.mylaundryroom.co.uk ("Website"), and engaging with our services, you agree to comply with and be bound by these Terms & Conditions. Please review them carefully before placing an order.

1. About Us

1.1 My Laundry Room is a trading name of KISHMO Cleaning Services Ltd, a company registered in England and Wales under company number 16214835. Our registered office address is shown on our Companies House record.

1.2 You can contact us by email at [email protected] or by phone on 020 7870 7975.

2. Acceptance of Terms

2.1 By placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

2.2 If acting on behalf of a company or organisation, you confirm that you have the authority to enter into a legally binding agreement on its behalf.

3. Definitions

3.1 "Order" refers to any request for laundry services placed via our Website, telephone, or App.

3.2 "Customer" refers to any individual or entity using our services.

3.3 "We" or "Us" refers to My Laundry Room.

4. Intellectual Property

4.1 All content, branding, and materials on this Website are owned or licensed by My Laundry Room. All rights are reserved.

4.2 You may print or download content for personal use but must not change or share it for commercial purposes without our prior written consent.

4.3 Unauthorised use of our intellectual property may result in termination of service access and potential legal action.

5. Service Agreement

5.1 My Laundry Room offers laundry and dry cleaning collection, cleaning, and delivery services.

5.2 While we follow professional standards, we cannot guarantee the complete removal of stains or the full restoration of damaged items.

5.3 We are responsible for handling, cleaning, and delivering garments in line with industry norms.

5.4 We clean most items in our own facility. Depending on the type of item and how busy we are, some items may be cleaned by trusted specialist cleaning partners.

5.5 Whoever cleans your items, your contract is with us. We remain responsible for your items, and for the standard of the work, from collection until they are returned to you, including while they are with a partner. We only share with partners the order details they need to clean your items.

5.6 For our wash and fold service, we do not check each item individually due to the volume of orders processed. It is the customer's responsibility to make sure all items are safe for machine washing at 30-40 degrees and are tumble dryer safe. Any item needing special care or dry cleaning must be placed in a separate, labelled bag when the order is booked, so it can be treated according to its care label. Items requiring special care or treatment will be charged per item, not by weight.

5.7 Owner's Risk Consent. Where an item is identified, upon inspection, as being at risk of damage during the cleaning process (including, but not limited to, existing staining, weakened fabric, age, or the item's material or construction), we will contact the customer prior to cleaning to explain the identified risk and to request written consent to proceed. Where the customer provides such consent and the item is subsequently damaged in connection with the risk disclosed, we shall not be held liable for that damage. Where consent is not provided, the item will not be cleaned and will be returned to the customer or held pending further instruction.

6. Order Process

6.1 Customers must provide collection and delivery dates and times when placing an order.

6.2 A registered account with valid payment details is required to process an order.

6.3 The minimum order value is £25. Orders below this amount will be charged at the minimum value.

6.4 Customers must place garments in a secure bag. Upon collection, the number of items will be checked, and a confirmation email will reflect any updates to the order and total cost.

6.5 Additional charges may apply for special care requirements, extra treatments, or unexpected cleaning needs.

6.6 The final updated order balance will be automatically charged to the stored payment method immediately after cleaning and before delivery.

6.7 If anything in your updated order looks wrong, please tell us as soon as you can, and ideally within 24 hours of the confirmation email, so we can check it before your order is charged. This does not affect your right to raise a problem later.

6.8 We reserve the right to refuse services at our discretion, including where garments are not suitable for cleaning.

7. Liability

7.1 While we take reasonable care in handling garments, we are not responsible for:

●            Normal wear and tear, shrinkage, or fabric fading.

●            Damage due to manufacturer defects, weak fabric, or incorrect labelling.

●            Loss or damage resulting from personal items left in clothing.

●            For our wash and fold service, damage to items that were not suitable for standard machine washing and tumble drying, where this was not flagged for special care at the point of collection.

●            Damage to an item cleaned following the customer's written consent under clause 5.7, where such damage relates to the risk disclosed at the time consent was obtained.

●            Compensation for lost or damaged items will be limited to whichever is lower:

●            10 times the cleaning fee for the affected item, or

●            A maximum of £350.

7.2 Claims for lost or damaged items must be reported within 48 hours of delivery, so we can review and record the incident. Customers must give us the chance to assess and resolve such claims before any compensation is considered.

7.3 Uncollected items held for more than 30 days following a failed or refused delivery due to non-payment may be donated to charity. We will make reasonable attempts to contact the customer before doing so.

7.4 We are not responsible for service disruptions caused by factors outside our control, including bad weather, technical failures, or industrial action.

7.5 Nothing in these Terms & Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. If you are a consumer, nothing in these Terms & Conditions affects your legal rights, including your rights under the Consumer Rights Act 2015.

8. Complaints & Disputes

8.1 All complaints must be submitted through our official communication channels and not to delivery staff.

8.2 Complaints should be submitted by email, as shown on our Website.

8.3 While we aim to respond to complaints promptly, we cannot guarantee an immediate resolution.

8.4 If a dispute cannot be resolved through our internal process, either party may seek legal remedies under UK law.

9. Pricing

9.1 Listed prices include applicable taxes unless stated otherwise.

9.2 We reserve the right to change pricing at any time. Any changes will be communicated before your order is processed.

9.3 Promotions, discounts, and referral credits may not be combined unless clearly stated.

10. Referral Programme

10.1 Customers may take part in our referral programme by sharing a unique referral code.

10.2 Referrals must be made to people living at a different address from the referring customer and within our service area.

10.3 Referral credits must be used within 12 months and cannot be transferred or exchanged for cash.

10.4 We reserve the right to remove referral credits if fraudulent activity is found.

10.5 Misuse of the referral programme, including bulk referrals or promotional exploitation, may result in account suspension.

11. Payments, Late Payment & Fraud Prevention

11.1 Full payment must be received before or at the point of delivery. We reserve the right to withhold the return of cleaned items until payment has been made in full.

11.2 If payment has not been received, we reserve the right to reschedule delivery until the outstanding balance is settled. No redelivery fee will be charged for a rescheduled delivery caused by non-payment.

11.3 Items not collected or delivered due to non-payment will be held for a maximum of 30 days. After this period, uncollected items may be donated to charity. We will make reasonable attempts to contact the customer before doing so.

11.4 If a payment fails or is still outstanding after our standard reminders, we may add a late payment fee to cover our reasonable costs of chasing it: £10 for balances under £150, or £25 for balances of £150 or more.

11.5 We reserve the right to report overdue accounts to credit reference agencies. This may affect your credit rating.

11.6 If we have to take court action to recover an unpaid balance, we may claim the court fees and any costs the court allows, plus interest at 3% above the Bank of England base rate from the date the payment was due.

11.7 If fraudulent activity is suspected, we reserve the right to request an alternative payment method, such as a bank transfer, before proceeding with the order.

11.8 Any chargebacks or fraudulent transactions may result in account suspension and potential legal action.

12. Transfer of Rights

12.1 We may transfer our rights and obligations under these Terms & Conditions to another organisation. We will tell you in writing if this happens and make sure it does not reduce your rights. If you are unhappy with the transfer, you can end your contract with us.

12.2 Customers may not transfer their rights or obligations under these Terms without our prior written consent.

13. Your Right to Cancel

13.1 If you are a consumer and you book our services online, through our App or by phone, you have the right to cancel your order within 14 days of placing it, without giving a reason.

13.2 You can cancel free of charge at any time before we collect your items.

13.3 By booking a collection within those 14 days, you ask us to start the service during the cancellation period. If you cancel after collection but before we have finished cleaning your order, you will pay for the work already done, and we will return your items.

13.4 Once we have finished cleaning your order, you no longer have the right to cancel it.

13.5 To cancel, email [email protected] or call 020 7870 7975, telling us your name, address and order details.

14. Governing Law

14.1 These Terms & Conditions are governed by the law of England and Wales. If you are a consumer, you can bring legal proceedings in the courts of England and Wales, or in the courts of Scotland or Northern Ireland if you live there.

15. Contact Information

If you have any questions about these Terms & Conditions, please contact us via:

●            Email: [email protected]

●            Phone: 020 7870 7975

By continuing to use our services, you confirm that you have read, understood, and accepted these Terms & Conditions.

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