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Terms and Conditions Online drycleaners is a customer-focused company but we know that occasionally, things may not be as satisfactory for the customer as required. Usually we can resolve issues extremely quickly. If we cannot resolve the issue, our fair compensation policy will ensure a refund or compensation to our customers well above the industry standard. As a member of the Textile Services Association, we subscribe to the Association’s ‘Fair Deal for Customers’ policy. Our membership also provides our customers with a route for redress and conciliation. 100% Satisfaction Guaranteed
If you are not completely happy with the quality of our dry cleaning we will re-clean the items free of charge. Just let us know within 2 days of receiving your delivery and we will pick up, re-clean and deliver your garment back to you with no fuss and no charge. If you are still not happy with the dry cleaning after the re-clean, we will refund you a 100% of the amount paid for it, without any fuss. Customer Query and Complaints Policy
We want to hear any concerns, complaints or worries that you have. Please email us and we shall respond usually within 3 hours. You may also phone us or request a FREE call-back. In all cases, we will deal with complaints as a matter of priority. Delivery Policy
Late Delivery- We have spent many hours and tested a range of different procedures to help ensure that your dry cleaned garments arrive when expected. However, London traffic being as it is there might be unusual circumstances which make it impossible to deliver your order during the scheduled day. We will do all that we can to keep you fully informed using email, text messages or telephone. Our policy is that if we cannot deliver on the expected day, it will be delivered immediately the following working day. Right to Refuse
Online Dry Cleaners Ltd reserves the right to refuse our service to any customer. Vouchers and Offers
All vouchers and offers, whether displayed on the website, advertisement, leaflet or any other means, have no monetary value and cannot be exchanged fully or partly for cash. They can only be redeemed as part or full payment on an order. If a voucher is for more than the item cost in one order, the balance cannot be carried over to a future order. Vouchers are limited to one per household unless otherwise stated. Vouchers are for the items specified only, and not exchangeable or transferable for other items or orders. Vouchers for multiple items are for items placed in the same order, unless otherwise stated. Refusal of an order and access to the address. The company reserves the right to not accept an order or cancel an order if there is reason to suspect staff may be at risk of physical or verbal abuse or if there have been problems of the customer not opening the door to a collection or delivery previously or difficulties of access to the premises. Where an order requires collection or delivery above the third floor, should there be no access by lift, either permanently or temporarily, the company reserves the right to decline the collection or delivery. The company would want to be helpful in these situations and would request that the customer contact them and make them fully aware of the situation and needs. Where it is possible, practical and not a health or safety issue, the company will endeavour to explore ways to still help the customer but cannot guarantee to be able to do so. Garment Damage Policy
If you believe that we have damaged your garments in anyway please contact as ASAP. We will do all that we can to resolve the situation but we need to be informed within 48 hours of delivery. We will then arrange for the item to be picked up and sent to us where we will adopt the following procedure: * We will investigate the stated complaint promptly and if we establish that we were negligent we shall pay fair compensation based upon the current value of the garment. This usually amounts to around 6-10 times the cost of the dry cleaning. This procedure is based upon the Office of Fair Trading guidelines. * If we do not believe that we were at fault we will suggest that you accept the findings of an independent report by our regulatory bodies or similar mutually agreeable organisations. If it is found to be our fault we will pay the full cost of the arbitration, we shall compensate the original dry cleaning charge and will offer additional compensation for the damage. * If we are found not to be at fault we will expect you to pay the cost of the arbitratation. Our damage policy is in line with the Office of Fair Trades recommendations our compensation levels are usually well above the average high street dry cleaners. Garment Loss Policy
Should you be unable to receive your dry cleaning at the previously requested time, due to holiday, illness or other change in circumstances etc. please let us know ASAP and we shall arrange to keep your garments safely for an agreed time period. Should you have reason to believe that we have lost an item please let us know within 48 hours of delivery so that we can locate it. We have advanced tracking facility meaning that we can locate where and how the problem occurred very quickly, we can then return the item to you normally within 24 hours. We take responsibility for the item from the moment we collect the item till the moment we bring it back and we offer an amount based on replacement cost for the garment as compensation in the exceedingly unlikely event of loosing any of your items.
Dry Cleaning Authorisation Policy
Usually we can pre-empt potential problems and determine that there is a risk if we proceed to dry clean your garment. This may be due to colourfastness, the resistance of an item to the dry cleaning process, or about the age or weakness of the fabric. In this instance we will not dry clean the garment without express authority from you personally. We will contact you as soon as we have identified a risk and explain why we believe that there may be a problem by continuing the process. Usually customers will ask whether the label states that the garment is safe for dry cleaning and if so that we should proceed. In this circumstance we will request a 'release form' from the customer and then continue with extreme care. Online Drycleaners Ltd will not be held responsible should a problem then occur since we both warned you and obtained consent to proceed. However, we will work with you should you decide to make a complaint against the manufacturer. If we cannot contact you within 24hours we shall return the item to you without having dry cleaned it and refund you in full for any charges incurred. You may then chose to re-submit the item with a release form which acknowledges that we shall clean your item at your own risk. Your use of this website and any service contained within constitutes acceptance of these Terms & Conditions. You should always check that the contact information you provide is correct before creating a customer account or proceeding to payment. You are responsible for maintaining your own username and password, where required to access your customer account. You should ensure that you store your username and password securely and that the details required to access your customer account are not provided to another party. As a customer you are responsible for your customer account and actions taken within it. If you are aware or suspect that your customer account username and password or other details have become known to a third party, you should inform us immediately. Our website is only intended for use by adults. Adults may purchase products for children as long as the products purchased are intended by the manufacturer for use or consumption by children. We reserve the right to alter all product pricing without notice. Severability The foregoing paragraphs, sub-paragraphs and clauses of these Terms & Conditions shall be read and construed independently of each other. Should any part of this agreement or its paragraphs, sub-paragraphs or clauses be found invalid it shall not affect the remaining paragraphs, sub-paragraphs and clauses. Waiver Failure by Online Drycleaners Ltd to enforce any accrued rights under these Terms & Conditions is not to be taken as or deemed to be a waiver of those rights unless we acknowledge the waiver in writing. Entire Terms & Conditions These Terms & Conditions set out the entire agreement and understanding between you and Online Drycleaners Limited. We reserve the right to change these Terms & Conditions at any time, without giving notice to you. 18. Jurisdiction These Terms & Conditions shall be interpreted, construed and enforced in accordance with English law and shall be subject to the exclusive jurisdiction of the English Courts. Statutory Rights
These terms and conditions do not affect your statutory rights as a consumer.
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