Terms and Conditions

Terms & Conditions

Customers of The Care Laundry are to read the following terms and conditions in detail prior to submitting an order request. The terms and conditions stated will apply to any order The Care Laundry accepts from our customers via walk in, our website and our mobile app. Customers are to accept these terms and conditions when engaging the service of The Care Laundry.

Terms used in our Terms and Conditions:

We/Us: The Care Laundry
You/yours: Our customers and appointed persons by our customers.
TCL App: TCL mobile application and website
Order: An order requesting for The Care Laundry as per the order form submitted via the TCL App
Walk-In order: An order requesting for The Care Laundry services at any of our physical outlet.

Placing an Order via TCL app

Please ensure that details of your Order is checked prior to submitting it, The Care Laundry will not be liable to you for any errors you make. If an error has been made during order submission, please contact Us at [email protected]. We will confirm any changes to your Order by email. Submission of an Order change does not confirm the change in service to be rendered, until we email you confirming acceptance of your change in Order request.

• An order number is assigned to each Order upon order confirmation. Please quote the order number in all subsequent contact with Us.

• Should We not be able to fulfill your Order, We will let you know by email or text message.

Item Check and Count

Please ensure that all articles are thoroughly checked for easily detachable or hazardous items e.g. brooch, coins, keys, etc. and remove them before handing them over to us for our services. We shall not be liable for any loss or damage of item including valuables or damage to the customer’s article by items left in the deposited article.

  • We reserve the right to decline cleaning any garment.
  • You must indicate the number of item(s) while depositing with us, otherwise our count will be deemed to be correct and final. We will not entertain any further claims whatsoever should there be any discrepancies.
  • In the event that you are unable to hand your item(s) to us personally or collect the said item(s) after cleaning, you may appoint a person to do so on your behalf by presenting the Customer Order form or other prescribed documents (as may be applicable) to us.

  •  For walk-in customers at our outlets, we have a 2-step check prior to laundering any item. The first check is done at the point of collection of your item at our outlets. A second more detailed check is done at our cleaning facility. Should there be any structural integrity found at the second check, we will contact you to inform you the results and the potential risks if you choose to proceed with the laundering.

  • For TCL online orders, we will conduct a check at our cleaning facility prior to laundering the items. Should there be any structural integrity found during the check, we will contact you to inform you the results and the potential risks if you choose to proceed with the laundering.

The Care Laundry Service Standards and Quality Review

Wash and Fold / Wash and Iron Services

    • You agree that your clothes are suitable to be washed in water, on a normal cycle and dried using heat in a tumbler dryer if you choose our wash and fold service for your order.
    • We shall not be responsible for any defect, damage, shrinkage or discolouration to clothing (including ornaments) that is not suitable for this standard laundering process.
    • We do not count or inspect your articles for load wash and shall not be liable for any loss or missing articles, including valuables in the articles.
    • You must indicate the number of item(s) while depositing with us, otherwise our count will be deemed to be correct and final.
  • We endeavour to provide the Services with reasonable care and skill in accordance with good industry standards.
  • We shall not be liable for any defect, damage, shrinkage, discolouration, or colour loss due to the inherent weakness in material, deterioration by wear, poor quality, workmanship or methods of manufacture that are not visibly apparent prior to cleaning.
  • We shall not be responsible for the loss or damage to ornaments, special buttons, trimmings, sequins, buckles, beads, belts, shoulder pads or elastic bands that are non-detachable from the article.
  • We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept redelivery of Items in accordance with an order.
  • We will not be liable for any Items submitted to us that have an increased risk of damage, including, but not limited to, Items with special requirements or instructions for cleaning; with no label indicating cleaning instructions, or are damaged or stained.
  • If your article does not include care label instructions, we cannot be held liable for any damage that may occur during processing.
  • We do not guarantee removal of all stains and any request to remove stains will be done at your sole risk.
  • Even as we make every effort to remove all stains, We cannot guarantee their complete removal. Full payment for our services is required, even if some stains cannot be eliminated. We will offer a complimentary re-clean for customer unsatisfied with the stain removal, provided the customer informs us at [email protected] within 48 hours of delivery of item. Kindly detail the issue and attach photograph of item. It’s important to note that a waiver release form has to be signed since further targeted stain removal attempts might damage the fabric. Any re-clean requests submitted after 48 hours will be considered on a discretionary basis.
  • There are unique materials such as fur, suede, and synthetic leather, which may have inherent flaws and can be prone to tearing or bubbling after cleaning. We will try our best to inform you of these potential issues before proceeding, do note that cleaning these items may result in these issues becoming more apparent and we cannot be held responsible for any such occurrences.

Payment:

  • All fees and charges for our services shall be as set out in our price list at our physical stores and in our app. We reserve the right to amend the price list from time to time, which shall apply to any orders made by you and accepted by us after such amendment.

Order and delivery:

  • The Care Laundry provides complimentary delivery service for orders $60 and above. For orders below $60: delivery and pick up fees of fees of $11 fees will be charged.
  • In the event that you require the collection or return window to be rescheduled whilst your originally agreed-upon window is within the next two hours or outside our office working hours 9am-6pm week days, The Care Laundry reserves the right to apply additional fees for the rescheduling. The request for rescheduling is subject to availability.
  • We strive to collect and re-deliver Items at the times specified in the Order as much as we can. We use our best endeavours to communicate any delay to you by phone or email and to deliver orders to our customers within their chosen timeslot, but exclude any liability for any and all consequential losses which a customer may suffer as a result of late delivery.
  • Should you not be available to accept redelivery of your items, we will contact you by app, phone or email to arrange for redelivery at your convenience.
  • If delivery is not possible due to you not being unavailable at the committed designated time, a redelivery charge of $11.00 will be charged for each consequent attempt of delivery. We will endeavour to arrange a redelivery time slot at your convenience.
  • Should we be unable to fulfil your order on the specified date due to unforeseen circumstances beyond our control, we will promptly contact you to arrange an alternative fulfilment date.
  • All failed redelivery orders beyond 6 months after the redelivery date specified in the Order will be donated to the charity at The Care Laundry’s discretion.
  • All uncollected walk-in orders will be donated to charity at The Care Laundry discretion if uncollected for 6 months after the completion of rendered cleaning services.

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