Welcome To The Laundry

Terms & Conditions of Service

Rest assured, your satisfaction is our first priority. In fact, we treat your laundry as if it were our own, however we still need to agree to some rules to ensure that there are no misunderstandings about The Laundry’s, (us) and your obligations. By using our service, you acknowledge and accept the following Terms and Conditions.

Per Kilogram Services

We have a minimum weight of 3Kg. Any weight below this minimum will be subject to the 3Kg price.

​Per Kilogram Fabrics Include: Cotton, polyester, polyester blend, denim, microfiber, nylon, acrylic, active-wear.

5-Hour Express Service is available for orders placed before 11am.

One Day Express Service is available for orders placed before 1pm.

Final order must be placed before closing 8pm and will be processed the following day.

Per kilogram services are washed in cold water below 30°C except for bedding & living.

Bedding & living uses warm water depending on material and the customers request. Bedding & living requires longer drying time so regular per kilogram services are not available.

Our eco-friendly detergent is gentle on both your laundry and the environment. It is not formulated for heavily stained items or provide fragrance. Stain removal is an additional service

Non-visible Stains

The Laundry cannot be held responsible for stains commonly caused by substances such as sunblock lotion, oil-based products, acne medication, whitening toothpaste, hair spray, beverages - including soda, fruit juices, wine, champagne, and honey etc. Such stains may appear as yellow, pink, white, or grey discolorations only after washing, sometimes taking several hours or days to become visible. If not per-treated before washing, these stains may become permanent and can worsen or set further during subsequent washes. If you believe you have a non-viable stain please point this out to our team member when you drop-off your laundry.

​

Clothing Care Labels

The Laundry is not liable for any damage caused to articles without proper clothing care labels or instructions. It is important to provide accurate care information during the drop-off process. 

Per Item Services

Delicate Items: Linen, silk, chiffon, lace, wool, velvet, tulle, rayon, satin, sequins, and high end branded items must be hand washed.

Damages to delicate items placed in a per kilogram lot will not be compensated if damaged, this remains the responsibility of the customer.

Out-of-Scope Requests 

The Laundry does not accept requests outside of our published price list and we reserve the right  to refuse any out-of-scope services. Such services will be at the store managers discretion and handled in a case by case manner. As results cannot be guaranteed all out-of-scope requests will be handled at the customers own risk, and will not be eligible for compensation.

Natural Shrinkage & Colour Fading

Natural fabrics, including linen, may experience slight shrinkage during the cleaning process, especially with new clothes. While we take precautions to minimise shrinkage, it is a characteristic of some materials and cannot be entirely eliminated. We are not liable for any natural colour fading that may occur during the wash and dry process, especially with new clothes.

New Clothes

It is important to note that new garments may contain excess dye that has not been properly set, causing them to release colour during washing. Please let our team member know if you have new clothes in you laundry so we can treat them as such.

Missing or Damaged Buttons, Zippers, or Embellishments

The Laundry is not responsible for missing or damaged buttons, zippers, or other embellishments unless they are directly caused by our negligence. We recommend checking and securing these items before submitting garments for cleaning.

Stain Removal

The Laundry will make every effort to remove stains, complete stain removal cannot be guaranteed due to factors such as stain type, fabric composition, and treatment limitations. With our premium stain removal service you will be charged 100% of the price if the stain is completely removed, 50% if it is partially reduced, and there will be no charge if we are unable to remove it.

Personal Items

The Laundry is not responsible for any loss or damage to personal items left in the clothing or laundry bags, including but not limited to money, jewellery, documents, or any other valuables. Customers are advised to remove such items before submitting their garments for cleaning.

Reporting Damage or Loss

Any damage or loss must be reported to The Laundry within 12 hours of in store pick-up or delivery. Reports received after this deadline will not be eligible for compensation. All complaints must be submitted via email to proceed. support@thelaundry.asia place the store location in the subject line.

Compensation for Damaged Items

In the event of damage, compensation will be provided in the form of store credit only. The damaged items must be inspected in person by management to determine the appropriate compensation amount, which will not exceed 5 times the service price of the damaged item(s). Maximum compensation worth Rp150,000 in store credit. Damage such as colour fading, tearing, shrinkage, or stretching that occurs during the washing and drying process due to the inherent nature of the fabric remains the customer’s risk. The store manager has final say over compensation requests.

Payment

Payment must be made in full before we return your laundry. The Laundry excepts payment via – Bank transfer, QR, Credit or Debit Card, or Cash payments. All payments are final and are non-refundable. 

Uncollected Items

Any items not collected for more than 30 days from the date stated on the receipt unless arranged prior will be considered abandoned. The Laundry reserves the right to dispose of these items as it sees fit.

Refusal of Service

The Laundry reserves the right to refuse service if a customer uses aggressive language, including but not limited to cursing, insulting, threatening, or demeaning behaviour.

Force Majeure

The Laundry accepts no liability for any loss or damage of articles due to force majeure conditions, including but not limited to fire, burglary, natural disasters, or any other unforeseen circumstances beyond reasonable control.

Miscellaneous

As our business changes, we may want to modify some of terms in this agreement. Therefore, we reserve the right to do so, and encourage you to check back frequently to familiarise yourself with any changes.