Terms and Conditions

These Terms and Conditions (“Terms”) govern the provision of services by Thames Laundry and Dry Cleaning (“we”, “us”, or “our”) to any customer (“you” or “your”). By using our services or website, you agree to be bound by these Terms. These Terms do not affect your statutory rights.

This agreement is governed by and construed in accordance with the laws of England and Wales.

All content on this website is the copyright of Thames Laundry and Dry Cleaning.

1. GENERAL SERVICE TERMS

1.1 Inspection of Items

Customers are responsible for inspecting and emptying all pockets, bags, and compartments of items prior to drop-off. We accept no liability for loss or damage to personal items left inside garments, including but not limited to pens, keys, money, electronics, or jewellery.

1.2 Service Wash Terms

We do not inspect or separate garments in service wash orders. Unless otherwise specified, all service washes are processed at a medium 40°C setting using mixed colours. Customers may request a 60°C hot wash, 30°C warm wash, or cold wash. Items must be suitable for machine wash and tumble dry. We accept no liability for damage resulting from inappropriate items included in service wash loads.

1.3 Garment Care and Limitations of Liability

While we exercise the highest level of professional care, we are not liable for damage arising from:

  • Manufacturer defects or weak fabrics, including sun-damaged materials, pre-existing faults, or incorrect care labels.
  • Loss of colour, shrinkage, damage to beads, sequins, buttons, shoulder pads, zips, adhesives or other embellishments where care label instructions were followed.
  • Items without care labels, or where instructions are unclear, faded or absent.
  • Creased or crinkled effect garments that may lose such design during cleaning.

Delicate or embellished garments are cleaned at the customer’s risk, with written or verbal consent required.

1.4 Curtain Cleaning

Curtains exposed to prolonged sunlight may suffer damage due to weakened fabric. While we follow manufacturer cleaning instructions, we cannot be held liable for fabric tearing or fading caused by sun exposure.

1.5 Multiple Offers

Only one promotional offer or discount may be applied per order unless otherwise stated.

2. PAYMENTS

Prices are subject to change without notice. While we endeavour to keep website prices accurate, final prices are determined by our in-store EPOS system.

All orders must be paid in full prior to release. We accept cash, credit and debit cards, and BACS payments for business accounts.

We reserve the right to withhold services or return of goods for unpaid or overdue invoices.

3. IN-STORE DROP-OFF AND COLLECTION

Customers will be issued an order ticket corresponding to their items. Each item will be tagged discreetly using the care label or other suitable location.

All items must be checked at the time of collection while still on the premises. We are not liable for claims made after you have left the store, unless the issue can be clearly attributed to an error on our part during processing.

4. PICK-UP AND DELIVERY

We aim to meet requested collection and delivery windows, however, delays may occur due to traffic or unforeseen circumstances. We will notify you of any changes to delivery schedules where possible.

If no one is available at the collection/delivery address at the agreed time and we cannot gain access, a £10 failed collection/delivery charge will apply. This also applies where rebooking is not made.

Orders under £20 are subject to a £20 minimum order charge.

5. PROMOTIONAL OFFERS

The promo code “FIRST15” applies only to first-time online pick-up and delivery customers and is limited to one use per household.

In-store offers cannot be combined with pick-up and delivery offers unless explicitly stated. Online-only offers and promotional discounts cannot be redeemed in-store unless specifically stated. Similarly, in-store discounts are not applicable to online pick-up and delivery orders unless otherwise specified.

6. LIABILITY FOR UNCOLLECTED ITEMS

We retain uncollected or undelivered items for up to 90 days. After this period, items may be responsibly disposed of or donated. We will make reasonable attempts to contact customers prior to disposal.

7. CUSTOMER RESPONSIBILITIES

Customers must:

  • Provide accurate contact details and order instructions.
  • Notify us of special care requirements for any item.
  • Ensure items are suitable for selected service types.
  • Collect or accept return of items in a timely manner.

8. LIMITATIONS OF OUR LIABILITY

Our total liability for loss or damage to any item is limited to a maximum of ten times the cleaning cost of that item, with a ceiling of £250 per order. For high-value garments, customers are encouraged to notify us before cleaning.

We are not responsible for loss or damage due to:

  • Items that are not collected or claimed beyond the 90-day retention period.
  • Wear and tear, age-related fabric degradation, or items sent at customer’s risk.

9. RESPECT FOR STAFF AND PREMISES

We reserve the right to refuse or discontinue service without notice in cases of abusive, aggressive or inappropriate behaviour towards our staff. We maintain a zero-tolerance policy for harassment of any kind.

10. AMENDMENTS

We reserve the right to amend these Terms at any time. The current version will always be available on our website and in-store. Continued use of our services constitutes acceptance of the revised terms.

By using our services, you agree to these Terms and Conditions.