Legal Notice & Terms of Service

Name of company
Total Laundry Ltd

Registered office
2 Phoenix Business Centre
Chichester PO19 8PN

Contact details
Tel: 01243 756182 01243 756182
E-mail: wash@totallaundry.co.uk
 

Business ID no.
07076631

VAT no.
201870637

Regulatory Authority
Guild of Cleaners & Launderers

Textile Services Association

Federation of Small Business's

GDPR:  We may ask for your telephone, address and email.  This is so we can let you know when your order is ready or to send an invoice.

We also may contact you via email, letting you know about our latest services, products and news.  You can unsubscribe at anytime. 

At no time will your data be shared, sold or given to a third party. All data is stored securely electronically on the cloud.

Should you wish to be removed from our system, please email data@totallaundry.co.uk

GENERAL SERVICE TERMS AND CONDITIONS

In these Terms & Conditions, “we” means Total Laundry Ltd and “you” means you – our very important and valued customer.

These terms are written so we all know what to expect.  Here at Total Laundry we pride ourselves on our expertise, reliability and flexibility.  We endeavour to use our professional expertise and knowledge looking after your items whilst in our care. There is no small print, just, we hope,  common sense and fairness.  

Please let us know if you are unsure about any of the cleaning processes we perform. By using our service you are deemed to have read our Terms & Conditions and are happy for us to clean your items.  All work is undertaken in a professional way, but it is ultimately it is at the customers own risk.

1. PAYMENT

We use a computerised workflow system and we may ask for your email and phone number. At no time will your details ever, EVER be passed on to a 3rd party.

Payment to be made on drop off, where the number of items are known

All prices are subject to VAT at the current VAT rate

All prices are subject to change from time to time without prior notification

Payment to be made to us in full before we can release items back to you (not invoice customers)

Invoice Customers - payment is due on receipt

We reserve the right to suspend service if old orders remain unpaid

2. DROPPING OFF ITEMS AT THE LAUNDRY

Your laundry must be bagged and sorted before bringing in to us. DO NOT SORT IN THE SHOP.

If anything should require special attention or be heavily stained, please bag separately and point it out to us. That way we can pre-treat where necessary. We will do our professional best to achieve the best possible result but it must be noted that not all stains can be removed during our usual processing.

Don’t forget to empty pockets on suits, trousers etc and un-button your shirts.

You will be given a till receipt. Please check the receipt order as the count and description is final.

Minimum order is 3kg - Domestic. 10kg - Commercial

High value items If you believe the depreciated value of your garment/item exceeds 10 times our service charge, please declare the value. In which case the garment/item will be serviced at 1/10th of the declared value of the item

We may require a completed and signed Customer Consent Form to authorise the processing of any item that we consider a risk. We may also request this form to be completed for processing – curtains, rugs, leather and suede, wedding/ beaded/evening dresses, and or other household or non-clothing items.

COLLECTION OF ITEMS

Please wait for a member of staff to pass you your items, please don’t take them from the shelf/rail.

Check your order is complete in the shop - no liability for any missing items once you leave. (48 hours for bed linen & towels, so do check as soon as you get home)

Any uncollected items may be disposed of after 90 days. If you can’t get in to collect when arranged, don’t worry,  just let us know.

In the unlikely event you are not satisfied, firstly we would be horrified, as we take pride in our work and want it to be the best it can be;

However, please return the item/s to us with the receipt, ensuring it is returned unworn/unused with the original packaging.

Please notify us of any such complaints within 48 hours from collecting your item.

After those 48 hours we will not be responsible for any such claims.

DELIVERED ITEMS

Please unpack and check your items on receipt. If there is a query, please let us know straight away. We cannot be held responsible for items delivered after 48 hours from delivery.

4. GENERAL EXCLUSIONS

Sorry but we cannot be liable for:

Any item which suffers colour loss / shrinkage/ damage, during the cleaning process, whereby the manufacturer’s care label instructions have been adhered to

Any items that due to manufacturing defects behave unexpectedly during the cleaning process

Any accessory attached to or contained within any item. An “accessory” means (but is not limited to) belts, buckles, buttons, broaches, beading, painted logos, leather trims, furs, signs, zips, hoods, collars and inner linings.

Any item which is damaged by any accessory on that item

In the event that any garment / item is lost / damaged by us and is part of a set E.G. two piece suit / furnishings / curtains / upholstery / laundry, We will only compensate for that lost / damaged item documented on the ticket, we will not compensate for retrospective value of a set.

Any item that does not show cleaning instructions

Any item that has deliberate crinkles or creased effects on the fabric which are removed during our cleaning process

Any item with faulty adhesives or interfacing which leave a mark after cleaning

Any item which, due to wear and tear or due to its integral nature, is unable to withstand an industrial laundering, dry-cleaning and wet care process

Embellished clothing, curtains, blinds (venetian, roman) – For the avoidance of doubt we are not responsible for the following:

Glued-on trims – many adhesives will not withstand the solvents used in cleaning, especially if affected by exposure to light or if more than one year old – Tassels – these may have been weakened by the effects of light

Tie-backs – many of these are not designed to be dry-cleaned. Some are stiffened with plastic liners and often glued during make-up for ease of manufacture

Weights in the bottoms of curtains – these can be small, round, lead weights or chains that can do untold damage during cleaning as they are smashed against the machine sides during the tumbling action. Customer must remove if possible

Swags and tails – these are often cut on the cross (bias) to aid the drape. They can be pulled out of shape during cleaning.

Silver and gold painted designs – most pigments only adhere lightly to the surface of the fabric and can be lost during cleaning. Some may survive the first or second clean, but loss can be progressive over each clean, depending on the amount of mechanical action they are subjected to. Please be aware we are not responsible for this loss

Flocked velvet may change in nature and become hardened

Watermarks contained within the fabric – May not be possible to be removed during cleaning

Old or Poor Stitching – May loosen during cleaning

Weakened Fabric as a result of ultra violet light exposure – May only be noticeable after they are taken down. Weak fabric may be damaged during cleaning

Shrinkage – In the cleaning process may be up to 10%. Stretching post-cleaning may restore some of this length, but they may relax over time.

Household items including but not limited to, duvets, duvet covers, bedspreads, upholstery covers), leather and suede items; - buttons and fastenings may be affected by the wash temperatures of the laundry process and become brittle making them prone to breaking.  Polyurethane popper fastenings may melt during the ironing process

Please note that adhesives, defects and faults which were previously camouflaged in manufacture may become more apparent after the cleaning process, and although every care is taken, we cannot always disguise natural flaws or totally remove adhesives, or stretching techniques employed by the manufacturer. These items may “age” after cleaning. All items are therefore only accepted by us for cleaning at your own risk.

5. CUSTOMER SERVICE

In the unlikely event you are not satisfied, please return the item to the main laundry in Chichester with the receipt, ensuring it is returned unworn / unused with the original packaging.

Please notify us of any such complaints within 48 hours from collecting your item. After those 48 hours we will not be responsible for any such claims.

6. CLAIMS

Liability for any reason (including, but not limited to, lost or damaged items) is limited to the lesser of 5 times the cleaning cost or the depreciated value of the item as determined by the Textile Service Association (TSA) fair compensation guidelines.

We will not be liable for any item(s) not collected more than 3 months after dropping-off such item(s) with us.

Any claim settled by us will be on condition that it is accepted by you as full and final settlement

We will not be liable for any damage which is not related to or caused by the cleaning process – We will not be liable for any claim which is excluded under the General Exclusions paragraph above or if you haven’t followed the process for making a claim under the Customer Service paragraph above

We follow the Textile Service Association (TSA) industry guidelines for fair compensation. From these guidelines we would potentially compensate you once liability is proven by us, only once the age, original value and proof of purchase from you is clearly established. We do not replace old for new and therefore need to establish the age, state and condition of the item(s) prior to any compensation being paid out. We will apply a depreciated value to the item(s) as set out by the TSA guidelines.

If there is doubt as to the cause of damage to any item then an independent third party will be appointed by the Laundry Technology Centre. The result of such analysis will be final and will form the basis for any compensation due. The costs of any such analysis shall be paid for by the party which the Laundry Technology Centre determines is liable.

7. COLLECTION AND DELIVERY

We will deliver your items when expected, however, due to traffic and Goodwood Events, circumstances may arise which make it impossible to deliver at the time originally booked. In these rare instances we will endeavour to inform you of the delay ahead of time and reschedule the delivery at your convenience, subject to availability.

If you need to change your delivery time for any reason, please inform us as soon as possible so we can rearrange your delivery. wash@totallaundry.co.uk or 01243 756182

If there is no response or we are unable to gain access to your property at the scheduled time, we will contact you to rearrange your delivery; however we reserve the right not to accept an order, to cancel an order or terminate your account if this occurs repeatedly. We also reserve the right to charge a Failed Delivery Charge

We reserve the right not to accept an order or cancel and order if there is reason to suspect our staff may be at risk of physical or verbal abuse upon collection or delivery of your items.

Please make us aware of any issues that may arise when attempting to access your property. We reserve the right to decline any order that requires collection or delivery above the SECOND floor, should there be no access by lift, either permanently or temporarily. Where possible, practical and not a health and safety issue, we will endeavour to explore ways of completing your collection or delivery, but cannot guarantee we will be able to do so.

DELIVERY CUSTOMERS MUST ENSURE OUR STAFF ARE SAFE WHILST ON THEIR PREMISES – LAUNDRY TO BE PACKED AND EASILY ACCESSABLE.

8. OTHER

We reserve the right to amend these Terms & Conditions without notice. New Terms & Conditions are made available in our shop ON REQUEST and here on our web site. These Terms & Conditions do not affect your statutory rights.