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Table of Contents
1. Introduction & Agreement 2. Definitions 3. Bookings & Minimum Fee 4. Scheduling & Time-Slots 5. Same-Day Surcharges 6. Payments & Auto-Charge 7. Suitability & Pockets 8. Lost or Damaged Items 9. Cancellations & Fees 10. Governing Law

Last Updated: July 15, 2026

1. Introduction & Agreement

Welcome to Laundry Hub Ltd ("we", "us", "our"). These Terms & Conditions govern your relationship with us and your use of our website, booking platform, and commercial/residential laundry, dry cleaning, ironing, and delivery services.

By accessing our website, creating an account, placing an order, or scheduling any of our collection and delivery services, you acknowledge that you have read, understood, and agree to be fully bound by these Terms & Conditions. If you do not agree to these terms, please do not use our services.

Our services are offered exclusively within the United Kingdom. We operate in compliance with the Consumer Rights Act 2015 and other consumer protection regulations of the United Kingdom.

2. Definitions

In these Terms & Conditions, the following definitions apply:

  • Customer ("you", "your"): The individual or business entity placing an order for services with us.
  • Booking / Order: A request submitted by you through our online system or via telephone for us to collect, clean, process, and deliver your garments or fabrics.
  • Items: The garments, laundry bags, linens, curtains, shoes, wedding dresses, bedding, or any other textile materials provided by you for processing.
  • Minimum Booking Fee: The minimum charge required to place any order (currently set to £18.99), which secures your slot and covers base administration and transport.

3. Bookings & Minimum Booking Fee

All bookings must be submitted through our online portal or scheduled by phone. When placing an order, you must choose a collection date and time slot, and a corresponding delivery date and time slot.

Please note the following booking regulations:

  • Minimum Booking Fee: To place an order, we require a Minimum Booking Fee of £18.99. This is the minimum amount payable for any checkout transaction. If your shopping cart total falls below this threshold, the checkout amount will automatically adjust to £18.99.
  • Booking Customization: You may choose to pay the Minimum Booking Fee, pay a custom payment amount (which cannot be less than the £18.99 Minimum Booking Fee), or pay the full estimated amount of your cart during checkout.
  • Order Validation: We reserve the right to decline or cancel any booking at our sole discretion. In such cases, any fees collected during the checkout process will be fully refunded to the card used for the transaction.

4. Collection & Delivery Scheduling

We operate a flexible system of scheduled collection and delivery slots within designated time windows (e.g. 2-hour slots). Please take note of the scheduling rules which are enforced based on the service categories in your order:

  • Same-Day Collection: Same-day collection is subject to availability and the specific category guidelines. It is bound by a strict daily cutoff time (e.g., 12:00 PM UK Time). If your order is placed after the cutoff time, or contains services that do not support same-day processing, the earliest available collection date will default to the next calendar day.
  • Same-Day Delivery Gap: If same-day delivery is requested and permitted, there must be a minimum gap of at least 5 hours between the collection cutoff time (or collection slot end time) and the start of your selected delivery time slot on that day.
  • Driver Attendance & Access: You must be present at the address provided to hand over the items during the collection window and receive them during the delivery window. If our driver attends your address and is unable to collect or deliver the items due to your absence, a missed attendance fee of £10.00 will be added to your invoice for rescheduled slots.

5. Same-Day Fees & Surcharges

To cover rapid processing and express routing, we apply surcharges for same-day requests:

  • Same-Day Collection Fee: If you select a collection date for the same day the booking is created, a Same-Day Collection Fee (as configured in the admin panel, e.g., £5.00) will be added to your booking.
  • Same-Day Delivery Fee: If your selected delivery date is on the same day as your collection, a Same-Day Delivery Fee (as configured in the admin panel, e.g., £10.00) will be added to your booking.
  • Transparency: These charges will be displayed in interactive popup warnings when selecting these slots in the booking form. Accepting them allows your booking to proceed, and the charges will appear as fee items in your invoice and receipt.

6. Payments & Remaining Balance Auto-Charge

We accept credit/debit card payments processed securely through Stripe. To provide a smooth and touchless customer experience, our payment policy functions as follows:

  • Saved Payment Methods: By placing a booking and inputting card details, you authorize us to securely store and tokenize your payment details with our payment provider (Stripe).
  • Payment Failures: If the automatic charge fails (e.g. card declined or expired), we will notify you immediately. We reserve the right to suspend delivery of your items, withhold completion, or apply an administrative collection fee until the balance is cleared via a manual payment link.
  • Cash on Delivery (COD) / Loyalty: If Cash on Delivery (COD) is chosen or your order is fully covered by loyalty credits, the off-session auto-charge is bypassed.
Important - Auto-Charge on Completion: You explicitly authorize us to automatically charge any remaining balance due (the total order amount minus any upfront minimum booking fee or custom deposit paid) to your saved payment method immediately when the booking status is set to "completed" or "delivered".

7. Item Suitability & Customer Obligations

To maintain high cleaning standards and prevent accidental damage, customers are required to adhere to the following rules:

  • Color Separation (Service Wash): Our standard service washes are processed in bulk loads. It is your sole responsibility to separate white/light garments from dark/colored garments. We are not liable for any color runs, bleeding, staining, or dye transfers that occur because items were not separated.
  • Care Labels: We clean items in accordance with the manufacturer's care label instructions. If an item does not have a care label, or if the care label is unreadable, we will clean it using standard professional methods at your own risk. We are not liable for damage to items processed without care labels.
Caution - Pocket Verification Policy: You must inspect and empty all pockets of your garments before handing them to our team. We are not responsible for any personal items (such as money, jewellery, watches, keys, electronics, tissues, pens, or lipsticks) left inside pockets. You agree to indemnify us for any damage caused to our machinery, tools, or other customers' garments resulting from hazardous or staining objects left in your pockets.

8. Lost, Damaged, or Missing Items Policy

While we take the utmost care of your garments, accidents can occasionally occur in professional dry cleaning and laundry processes. Our liability limits are as follows:

  • Compensation Caps: In the event that an item is proven to have been lost or damaged beyond repair due to our negligence, our liability is strictly limited to a maximum of 10 times the cleaning cost of that specific item, up to a maximum cap of £100.00 per item. We will not pay compensation based on sentimental value or replacement cost.
  • Pre-existing Defects & Wear: We accept no liability for damage that arises from pre-existing conditions, including but not limited to: weak seams, age-related degradation, structural fabric thinning, fading, insect damage, sun exposure, or damage to delicate accessories (e.g., beads, sequins, buttons, buckles, and zippers) during the standard cleaning process.
Warning - Claims Reporting Window: Any claims for missing, damaged, or lost items must be submitted in writing (via email) to our customer support team within 24 hours of delivery. All claims must be accompanied by photos of the damage, the original receipt/proof of purchase, and the booking reference number.

9. Cancellations & Rescheduling

We plan our routes and staff schedules based on bookings. We appreciate your cooperation in providing early notice of cancellations or changes:

  • Standard Changes: You can cancel or reschedule a collection or delivery slot free of charge if you notify us at least 24 hours prior to the scheduled window.
  • Late Cancellations / Modifications: If you cancel, reschedule, or modify a booking less than 24 hours before your collection window, we reserve the right to charge a late fee of £10.00 to cover logistics and route reallocation.

10. Governing Law & Jurisdiction

These Terms & Conditions, and any disputes, claims, or actions arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.

Both parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms & Conditions.