Spot on Dry Cleaners & Laundry Terms & Conditions
when you visit the Spot On Dry Cleaning website or store, or if you have a collection/delivery, you are subject to our Terms & Conditions. We recommend you read these prior to undertaking any activity on the site, in store or request a collection/delivery.
1. THESE TERMS
1.1 What these terms cover
These terms and conditions pertain to the services to you.
1.2 Why you should read them
We would advise that you read these terms meticulously before you submit your order to us. We explain within these terms who we are, how we will provide our service to you, If we or you need to change or end the contract and what to do if you experience a problem. If you believe there is a mistake displayed in these terms, please contact us to discuss.
2. HOW TO CONTACT US AND COMPANY INFORMATION
2.2 How to contact Spot On
If you wish you can contact us by phoning our Team on 01646 697283.
You can write to us at Spot On, 2 Temeraire House, Milford Haven. SA73 3BN
or you can email us at email@example.com
2.3 If we need to contact you.
If we have the need to contact you, we will do so by telephone, writing to you at your postal address or emailing you. The details which we hold for you would be captured by us when you placed your initial order.
2.4 The word “Writing” includes emails.
If or when we use the words “writing” or “written” in these terms and conditions we include the use of email.
3. DRY CLEANING AND WET CLEANING
3.1 We use traditional dry-cleaning methods and also wet cleaning technology
You hereby acknowledge that we utilise perchloroethylene, the solvent traditionally used by the Dry Cleaning Industry to clean delicate garments, and biodegradable detergents and very delicate cycles to clean your property. We will select the best deemed cleaning method for your particular item/s. You hereby acknowledge that our cleaning method may not reverence the care label on your item (“item” shall mean items of attire, adjuncts, or bed linen).
3.2 Other cleaning methods
On occasions, where we believe that other cleaning methods may be more appropriate, or if we do not have the necessary equipment on site, we reserve the right to ask an external cleaning partner to clean/treat your item with a method which could be other than ‘dry cleaning’. Such method could include utilisation of, hydrocarbon, or any other method that would provide the best outcome in the view of our partner in the particular instance. These occurrences are and will be rare, as we carry one of the most advanced technologies in house.
3.3 Stain removal
We inspect every item afore returning it to you to ascertain that it meets our stringent quality standards. We will make every endeavour to abstract stains without damage to your item, but it should be noted however, that we do not guarantee the abstraction of any stains. In any case, the cleaning charge will apply regardless of whether the stain has been removed. Stain abstraction is often made more successful if the stain is identified prior to cleaning and our ability to remove it will depend on several factors (including but not inhibited to age of the stain, composition, previous attempts to clean, nature and age of the fabric and dye). It is imperative that you tell us if there are stains and any information which could avail us in cleaning them as we can treat them before cleaning your item.
3.4 Care labels
It is the customers responsibility to ensure that all items that you give us for cleaning have the appropriate care labels. We do not accept responsibility for items that have care labels that have been removed, missing or are unreadable and you accept that all such items are cleaned “at owners’ risk” (together with all items listed at clause 12.6). We do not accept responsibility for items that you have asked to be cleaned and are labelled “hand wash only”, as we do not hand wash items, all items are washed in our machinery and will be processed “at owners’ risk”.
4. SPOT ON DRY CLEANING’S CONTRACT WITH YOU
4.1 How we will accept your order
Allons Dry Cleaning’s acceptance of your order in store will take place when we provide you with a collection receipt from the till system. In the case of pick up by our collection/delivery driver acceptance of your order will take place once we have received your items in store.
4.2 If we cannot accept your order
If for any reason we are unable to accept your order, we will inform you and you will not be charged for the services. We may experience unexpected demands on our resources which we could not reasonably plan for. If we consider that your item may cause a risk to our machines, other items or be a risk to your item we will not accept your order.
4.3 Your order number.
The system will generate an order number and assign it to you. The customer service staff will give you a collection note in store, with your number on, when we accept your order. It would benefit us greatly if you could communicate the order number whenever you contact us about your order or pick up your order.
5. YOUR RIGHTS TO MAKE CHANGES
5.1 If you want to change something
If for any reason you need to make a change to your order, please contact us as soon as possible. If we can accommodate your change, we will let you know. If as a consequence of your request there is a change in price of the service, their timing or anything else which would be necessary as a result of your requested change, we would ask you to confirm whether you wish to go ahead with the change.
6. SPOT ON DRY CLEANING’S RIGHT TO MAKE CHANGES
6.1 More significant changes to the services and these terms
We may need to make changes to the services we offer, if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.
7. PROVIDING THE SERVICES
7.1 When we will provide the services.
We will supply the services to you from the date we accept your order until we have completed the services. The terms of service for completing work is estimated between 48 hours – 3 weeks depending what is required. Express service in some cases may available but will incur a charge current at the time.
7.2 Delays outside our control
If there is a delay that is outside our control and it affects the performance of the Business in terms of the services it offers, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. As long as we do this, we will not be liable for delays caused by the event. If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services, you have paid for but not received.
7.3 What will happen if you do not provide required information to us.
We require certain information so that we can provide the services to you. If cleaning care label information is missing, unclear or removed from an item, or you provide us with incomplete or incorrect information, you hereby accept that we will proceed with cleaning the property “at owners risk”.
7.4 Your rights if we suspend the services
Due to unforeseen circumstances, we may need to suspend the service, we will contact you in as soon as possible to tell you we will be suspending the services. If we suspend the services for longer than one week, you may contact us to end the contract and we will refund any sums you have paid in advance for services not provided to you.
8. YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end the contract before the services have been supplied and paid for.
You may contact us at any time to end the contract for the services, but in some circumstances, we may charge you certain sums for doing so.
8.2 When are you allowed to end the contract early?
If you are entitled to end the contract early for the reasons set out. The contract will end immediately, and we will refund you in full for any services which have not been received or have not been provided. The reasons are:
- You have been informed of an upcoming change to the services or these terms for which you do not agree to.
- A pricing or description error has been brought to light of the services you have ordered, and you no longer wish to proceed.
- Events outside of our control may cause serious delay.
- If we suspend the services for more than a week for technical reasons or notify you that it is our intention to suspend services.
- If we are at fault you have a legal right to end the contract.
8.3 What happens if you end the contract without a good reason.
If you end the contract and your item has already been cleaned, you will be charged the full sum for processing the item.
9. OUR RIGHTS TO END THE CONTRACT
9.1 We can end the contract if you don’t break it.
In certain circumstances we may end the contract at any time by writing to you if:
- You have not, within a reasonable timescale of being asked, provided information that is necessary for us to provide the services, for example, cleaning information if the care label of an item has been removed. A refund may be available for any money you have paid in advance for the services for which you have not received. We may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
- you have not, within a reasonable timescale of being asked, provided authorisation to proceed “at owners risk” with the cleaning of particularly fragile items which we have identified as at risk of being damaged in the cleaning process. A refund may be available for any money you have paid in advance for the services for which you have not received. We may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
- you have not, within 3 calendar months from dropping off your items, collected your items. We will endeavour to contact the customer prior to 3-month deadline and explain our intention to dispose of their garments if not collected. This is subject to Allons Dry Cleaning being provided with the correct personal contact details. We reserve the right to dispose of your items as we see fit and shall not be held liable for any loss that you may suffer in such an event.
10. IF YOU ARE NOT HAPPY WITH THE SERVICES
10.1 How to tell us about problems
From time to time you may wish to contact us raising an issue or even complaining about our services. We require that you make the initial contact with us within 24 hours from receiving your cleaned, altered or tailored items from us. You may contact us by telephone on 01606 593852 or by writing to us at firstname.lastname@example.org We are always available to help in store.
10.2 If you have made a complaint
If you have made a complaint and we have responded, you must follow up our response within two weeks or we will close the complaint and you will no longer have a valid claim.
10.3 Re-cleaning policy
If you are not 100% satisfied with the quality of our services, we will re-clean (if we have not done so already) and/or re-press your item free of change if we are notified within 24 hours of collection or delivery. The item will need to be unworn, returned in the original packaging and with our tags still attached. If we suspect that the item has been worn or used, we reserve the right to refuse to re-clean or re-press the item. If an item is re-cleaned because a stain has not been removed in the first clean, the re-clean will be done “at owner’s risk” as we will have to use a stronger method to attempt to remove the stain, which could result in discolouration. Please note that in any case, we cannot guarantee that the stain will be removed.
11. PRICE AND PAYMENT
11.1 Where to find the price for the services.
You may contact us or request in store the price of items to be processed. Some items do not have standard prices for example alteration/repair on items not in the standard pricing. Due to the variation on garment sizes, colour, weight, and soil intensity we cannot have a standard pricing for every possible aspect. For certain items however, we will agree a final price with you when we have inspected your item and determined the complexity of the service required. We take all reasonable care to ensure that the prices of services advised to you are correct.
11.2 Price changes & Discounts
We reserve the right to change our pricing without notice although a price variation notice will be on display in store as soon as possible.
Any discounts such as Platinum Club Membership or corporate accounts will be excluded for services such as alterations, key cutting, wax jackets, service washes, rug cleaning. The list of excluded items or categories is exhaustive and may include other items which are later added to our services.
11.3 When you must pay and how you must pay
Payment of your order is recommended at point of drop off.
Full payment will be expected on collection or delivery. We have phased out the acceptance of cheques. We accept cash, credit card or debit card payments or BACS/Faster Payment transfer.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1 What happens if there is loss and/or damage caused by us
In the unlikely event of loss or damage, please inform us within 24 hours of receipt of your cleaned item from us. If we are only responsible for loss or damage you suffer that is a result of our negligence, reasonable care and skill. We are not responsible for loss or damage that is foreseeable. Loss or damage is foreseeable if either it is likely that it could happen or if, at the time the contract was made, both we and you knew it might happen, for example, if it was discussed with us during the sales, collection, drop off process.
12.2 If we cannot agree who is responsible for loss and damage
We will seek an independent analysis by a fabric care research laboratory (for example http://www.satra.co.uk) or independent industry expert. The fabric care research laboratory or experienced industry professional shall act as an expert and not as an arbitrator and its written determination shall be final and binding on you and us in the absence of manifest error or fraud. The cost of obtaining the fabric care research laboratory’s analysis shall be borne as the fabric research laboratory directs. You agree to pay for the half of the testing fee in advance and if the fault lies with us, then this would be reimbursed, and if the responsibility lies anywhere else other than us then you agree to pay the remainder of the testing fees.
12.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.
12.4 When we are liable for damage to your items
Any item that you wish to complain about must be returned unworn or unused with the original packaging that the item was collected in with tickets intact; failure to do so will invalidate any potential complaint/claim. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your item that we discover while providing the services. We are not responsible for inherent weaknesses or defects in materials (for example, sun fading on curtains or colour runs below armpits due to deodorant) which may result in tears or the development of small holes or stains in fabric that are not readily apparent prior to processing. It should be noted that there is always a chance that curtains, and suite covers cleaned could result in a certain amount of shrinkage and with cleaning the uniformity of any colour match cannot be guaranteed.
12.5 Maximum liability
Subject to clause 12.2, our liability to you arising under or in connection with this agreement, whether arising in contract, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation shall be limited to the lesser of:
- 5x the price you have paid for cleaning that item; or
- the depreciated value of the item as determined by the Fair Compensation Guidelines as provided by the Textile Services Association.
In order to process a claim, you will need to provide the age of item and proof of purchase. If no proof of purchase is available, investigation will take place to verify price, age and value. This information is usually available online or from clothing manufacturers and retailers. However, in circumstances if this cannot be arrived at, compensation may be reasonably restricted to the above calculation.
12.6 We are not liable for items cleaned or pressed at “owners’ risk”.
The following items shall be cleaned at “owners’ risk”:
- Items with no care label;
- Curtains, blinds and suite covers – PLEASE NOTE THAT CURTAINS & SOFT FURNISHINGS HAVE A HIGH PROBABILITY OF A SMALL AMOUNT OF SHRINKAGE
- Items containing any suede, leather or fur (e.g. elbow patches, trims, collars);
- Suede and leather garments or accessories (including handbags and shoes);
- Belts, buckles, buttons, poppers, embellishments, and hoods;
- Any item that you have agreed to be handled “at owners’ risk”; and
- We will not be responsible for colour loss, colour bleeding, shrinkage or damage to weak and tender fabrics.
- Knitwear which has a tendency to deform, shrink or loosen.
- We will not be responsible for items that you have asked us to clean with our processes that are contrary to the cleaning label instructions. e.g. if the care label recommends hand wash and you ask us to clean through our machinery as we do not hand wash items.
- We take no responsibility /liability for any damage, shrinkage, colour runs or loss of colour in mixed item service washes & drying. In addition, we accept no responsibility or liability for items left in pockets that may cause damage during any processes. We cannot be held responsible for zips, button and poppers which may incur damage, loosen, or come away from items which are processed during laundry/drying processes.
13. HOW WE MAY USE YOUR PERSONAL INFORMATION
13.1 How we will use your personal information
We will only use the personal information you provide to us to:
- provide the services.
- to inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us
- We will only give your personal information to other third parties where the law either requires or allows us to do so.
14. DELIVERY POLICY
When we collect from you
You must provide a list of items that you send through our drivers. When we log your items into the in-house system and if there is a discrepancy, we will mark your list with the correction and issue our ticket according to what has been received. It is important that a list is provided, and your items are secure in a bag.
When you receive your items from our delivery driver
Upon delivery, we require you to examine your garments. If you find fault, damage or shortage we require immediate telephone and written notice. Any such fault, damage or shortage must be reported to us by telephone and in writing within 24 hours (twenty-four) hours of delivery of your items
We will not be responsible for any damage/loss reported after 24 (twenty-four) hours of delivery of your items.
We endeavour to deliver/collect your items within your agreed day. We will not be liable for any delay in delivery, or any losses of any kind arising from such delay.
In the event you will not be available during our agreed scheduled day for delivery or collection, you must inform us as soon as possible. We will endeavour to arrange another mutually convenient time for delivery with you. In the event that you miss a second agreed schedule slot we may charge an additional £10 in lieu of our costs.
Your collection and delivery will be free provided your postcode is within 3 miles of any of our stores.
These charges may change without notice.
We reserve the right to refuse collection and delivery.
We reserve the right to refuse or cancel an order, collection or delivery if there is any reason to suspect our staff may be at risk of physical or verbal abuse, or if there have been repeated difficulties in attempting to make a delivery or collection, or if there are difficulties in accessing a customer’s premises.
Where a delivery driver is required to make a collection or delivery above the third floor of a building, and there is no access by lift either temporarily or permanently, we reserve the right to decline the collection or delivery. Customers are advised to contact us if they foresee any difficulties in the driver gaining access to their property. We will endeavour to assist customers wherever practically possible but cannot guarantee we will be able to do so.
15. OTHER IMPORTANT TERMS
15.1 We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We reserve the right to apply our best judgment and to transfer this agreement so that items can be cleaned using a different cleaning method.
15.2 Nobody else has any rights under this contract
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.3 If a court finds part of this contract illegal, the rest will continue in force
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.
15.4 Even if we delay in enforcing this contract, we can still enforce it later
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.
Spot on Dry Cleaning without notice reserves the right to amend these terms and conditions from time to time and any such changes will be amended on our website and in store.
15.5 Which laws apply to this contract and where you may bring legal proceedings
These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.