Customer Terms & Conditions
Our contract with you
These Terms will apply to any Order we accept from you via the App or website, including any Order that is changed under paragraph 4. Please note that unless you accept these Terms (by ticking the acceptance box when you set up your account) you will not be able to place an Order.
We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of any changes to the Terms by email.
Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. For full information, please see paragraph 12. Please note any Order without a voucher code and which has a value of less than £20.00 will be charged £20.00 as a minimum. Please note that minimum order value may differ depending on location. If you need assistance with this, please contact our Customer Care at email@example.com.
If you need to contact us at any time about an Order you may do so as set out in paragraph 14.
When the following words with capital letters are used in these Terms, this is what they will mean
App: Lady Valet
Event Outside Our Control: any occurrence or circumstances over which we have no control as described in paragraph 13 and including (without limitation) the unavailability of any Service Provider, key personnel or key materials without which we are unable to provide the Services;
Item: any garment or article collected from you in connection with an Order;
Order: your order for the Services as set out in the order form submitted via the App;
Services: personal dry cleaning or laundry services collected from and delivered to your nominated address;
Service Providers: any third party with which we contract to assist us in providing the Services;
Terms: these terms and conditions as amended from time to time; and
When we use the words “writing” or “written” in these Terms, this will include e-mail and notifications via the App.
Placing an Order
Please ensure that you check the details of your Order before submitting it as. We will not be liable to you for any errors you make. For example, please check carefully that you correctly identify each Item. If you think that you may have made a mistake, please contact us as set out in paragraph 14. We will confirm any changes to your Order by email. Changes are also dealt with under paragraph 4.
Submission of an Order does not create a contract between us. The contract arises when we send you an email confirming acceptance of your Order. The email will include your billing information.
We will assign an order number to each Order and inform you of it when we accept the Order. Please quote the order number in all subsequent contact with us.
If for any reason we are unable fulfil your Order, we will let you know by email.
Changes to your Order
You may make a change to an Order at any time before the collection time set out in our email acceptance of your Order by contacting our Customer Care at firstname.lastname@example.org
With your consent and at our discretion, we may make a change to your Order as an alternative to cancelling it.
Where changes are made to an Order under either of the preceding sub-paragraphs we will re-issue the Order confirmation to you via email.
Cancelling or rescheduling your Order
You have the following limited rights to cancel an Order.
You may cancel or reschedule your Order with no additional charge in the following circumstances:
at any time up to four hours before the collection time – set out in our email acceptance of your Order – via the App or by contacting email@example.com or
If, after we have collected your Item(s), we are affected by an Event Outside Our Control by contacting our Customer Care at firstname.lastname@example.org.
You acknowledge that (subject to paragraph 5.4) once an Item has been collected from you, we have begun providing the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.
Cancelling or rescheduling your order less than four hours before a collection or failing to be present for collection will incur a £10 additional charge.
Rescheduling your delivery less than four hours before a delivery or failing to be present for delivery will also incur a £10 additional charge.
Our rights to cancel your Order
We may cancel your Order and the contract between you and Us in the following circumstances:
As a result of an Event Outside Our Control; or
If you fail to make Items available for collection; or
If we consider that any Item does not correspond with the Order, is damaged, has no information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to Lady Valet app/FAQ).
If we cancel your Order we will contact you by phone or email and where we have already started work on your Order, we will not charge you anything and you will not have to make any payment to us;
We will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.
Collection and redelivery
Subject to paragraph 12, we will use reasonable endeavours to collect and re-deliver Items at the times specified in the Order, but we cannot guarantee to do so. We will use reasonable endeavours to communicate any delay to you by phone or email.
If you are not available to accept redelivery of Items, we will contact you by phone or email to arrange redelivery at your convenience.
If delivery is not possible due to customer being unavailable at the designated time, a redelivery charge of £10 will be charged for each consequent attempt of delivery as set out in paragraph 5.5. Lady Valet app will endeavour to find a suitable redelivery time. However, if a redelivery is urgent, it is the customers responsibility to organise a same day courier or collection from the Facility.
If you have failed to accept or arrange redelivery of an Item for more than 90 days after the redelivery date specified in the Order, we may dispose of the Item or donate it to an accredited charity of Lady Valet app choice.
You may arrange to have Items collected from, or re-delivered to, a third party, on condition that you do so at your own risk and the third party is prepared to sign an acknowledgement on your behalf.
You may, by written instructions to us, request us to leave an Item in an agreed location without providing us with a signature of acknowledgement. If you do so, it is at our discretion and entirely at your own risk and we shall not be liable to you for any damage or loss of Items re-delivered on this basis.
24-hour service is not available in all locations and may be affected by items in your basket.
We will provide the Services with reasonable care and skill in accordance with good industry standards.
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 item provided without a care label, but our experts will clean in a manner they deem most appropriate.
We may contact you by phone or email if we consider any Items submitted to us to be at an increased risk of damage, including, but not limited to, Items:
with special requirements or instructions for cleaning;
which are damaged or stained; and
bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc.
and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.
Wash and Fold Orders
Please ensure to thoroughly check all the garments for hazardous items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
Washing and Drying Process
The load is washed at a 30-degree cycle and tumble dried on a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.
We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
Size of Bag
We will measure the laundry by weight. The minimum weight is 6kg and every kg over 6kg we will charge accordingly. We will update this after we have weighed it at the facility and you will receive a confirmation email. Any orders below 6kg will be charged at the Wash, Tumble Dry & Fold price.
We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried.
The Wash and Fold will not include any bedding and towelling products. If these are included, then it will be added as an individual product and your bill will be amended accordingly.
Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
Pre-paid Bundles, including 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses
Pre-paid bundles including but not limiting to 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses are pre-paid bundles which offer a discounted, bulk rate. You do not need to order all items in a bundle at once.
Customers ordering afore-mentioned bundles will be provided with a reusable voucher code for the redemption of subsequent orders included within the purchased bundle.
All pre-paid bundle vouchers are subject to the same terms and conditions of Section 18 unless stated below.
All pre-paid bundle vouchers have a minimum order of £20.
Pre-paid bundles are non-refundable.
Pre-paid bundles can only be used on the account used to purchase the voucher and cannot be exchanged or traded.
Pre-paid bundle vouchers will expire 12 months after purchase.
Pre-paid bundles may be affected by changes to Lady Valet app’s coverage and service terms.
The purchase of pre-paid bundle includes an initial collection of items, which is deducted from the total balance of pre-paid items.
Pre-paid bundle vouchers will be sent to customers after the successful delivery of their initial order, at which point payment is collected.
Pre-paid bundles are already heavily discounted. Customers cannot use further discounts or vouchers when purchasing a pre-paid bundle.
You can only use one Pre-paid bundle voucher per order.
We employ a special cleaning programme for all curtains, however, there are some inherent risks such as:
Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long
Sunlight, age, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.
Some glazed fabrics will become fully or partially de-lustered.
Cleaning will remove soiling which may reveal:
Yellowing of fabric through smoke damage
Colour loss caused by wear
Condensation ‘tide’ marks
If there is any problem with the Services:
Please contact our Customer Care by email at email@example.com as detailed on the App and tell us as soon as reasonably possible;
If you have a complaint about the Services we will deal with it in accordance with our Complaints Policy, available at firstname.lastname@example.org.
You will not have to pay for us to deal with your complaint.
Complaints should be notified to us within 24 hours of redelivery of any Item if you believe that we are in breach of our obligations under these Terms.
As a consumer, you have statutory rights if our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
Price and payment
The price of the Services will be set out in our price list as set out in the App or at www. /prices and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that We have accepted in accordance with paragraph 3.2.
Our prices include VAT. However, if the rate of VAT changes between the date we accept your Order and the date of payment, we will have to adjust the rate of VAT that you pay.
Upon placing an Order, we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total (i.e. we need to update your Order accordingly) it may show on your recent transactions, but the captured amount will be released when we have taken the full payment. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason we are unable to take payment you will become liable to Us for the sum due plus interest at the rate 8.5% a year above the base lending rate of Bank of England PLC from the time to time. Interest will accrue daily from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.
We reserve the right to apply a minimum payment of up to 30 pence to any orders valuing between 1p and 29p. For more information about this minimum payment, please contact email@example.com
Lady Valet Rewards
One processed and paid order will be rewarded with one hanger stamp. Cancelled orders will not be rewarded with hanger stamps. Hanger stamps do not bear any monetary value.
When a customer collects enough hanger stamps to earn a Lady Valet app reward, we will send a notification email to confirm. Offers will be automatically sent by email when an order is complete, and items have been delivered. Lady Valet app Rewards offers cannot be returned, exchanged or refunded. Lady Valet app Rewards offers are subject to change without prior notice.
Our liability to you
In the unlikely event of loss or damage to an item, Lady Valet app will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. It is considered reasonable for Lady Valet app to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
Subject to the following subparagraphs, we will be compensated (in accordance with 12.1) for loss or damage which is due to Our Negligence.
We will not be responsible for any single item valued at more than £250 unless we have received (and acknowledged) notification via email to firstname.lastname@example.org.
We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and US at the time we entered into a contract for the Services.
We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
failure to notify us of any special requirements or instructions for cleaning the Item;
the fact that the Item has no label indicating cleaning instructions;
any existing damage to the Item at the time of collection;
any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips
and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags
our acceptance of Items which we agree to provide the Services for under paragraph 8.3;
our agreement … paragraph 7.3;
8 our disposal of Items under paragraph 7.4;
We do not exclude or limit in any way Our liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and defective products under the Consumer Protection Act 1987.
We will not be liable for any consequential loss.
We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
Lady Valet app uses a semi-permanent heat-sealed sticker ticketing system. By placing an order with Lady Valet app, you agree that you item(s) may be tagged in this manner. Lady Valet app will always look to position these as inconspicuously as possible. We strongly advise customers to not remove these stickers and Lady Valet app cannot accept liability for any damage caused by removal by the customer or a third party. Please contact email@example.com for support.
In the event we issue compensation for damage caused to an item(s) in our care, be it monetary or a replacement, Lady Valet app reserves the right to retain permanent ownership of damaged item(s).
Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.
An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.
If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
We will contact you as soon as reasonably possible to notify you; and
Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or
You may cancel your Order under paragraph 5.2 or We may cancel it under paragraph 6.1.1.
If your Order is cancelled, we will return your Item(s) to you at no cost to you.
Information about us and how to contact us
We are a company registered in England and Wales. Our company registration number is 08935031 and Our registered office is at floor 2 555-557 Cranbrook Rd Ilford IG2 6HE.
If you have any questions or if you have any complaints, please contact Us. You can contact Us by emailing Us at firstname.lastname@example.org, or sending a request via the App.
If you wish to contact Us in writing, or if any paragraph in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at email@example.com. We will confirm receipt of this by email. If We must contact you or give you notice in writing, we will do so by notification via the App or by e-mail to the address you provide to Us in the Order.
How we may use your personal information
Lady Valet Quality Guarantee
We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.
To request re-cleaning for your items please email our Customer Care team, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.
The re-cleaning only applies to individual items which have been cleaned by Lady Valet app and the original dry- cleaning ticket must be attached.
Please note it is not always possible to remove stains. If we cannot remove a stain, customers will be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.
If an existing customer refers a friend (a new customer) using the referral code created in the app, or via our direct mail vouchers, we will give the referrer a £5 credit. The referred friend (customer) will receive a £5 credit.
Referral vouchers have an expiry period of 365 days from the day that they are issued.
To benefit from the referral offer, the existing customer must use the referral code created in the app or the code printed on the direct mail gift card.
The existing customer will only receive their referral voucher once the referred friend has completed a transaction and the order payment has been processed successfully.
Referral vouchers will not be issued for installations. Lady Valet app will only accept referrals for new customers orders.
The minimum order value for orders using a referral voucher code or a referral reward voucher code is £20, including the voucher.
Referral vouchers cannot be used in conjunction with any other customer offer or promotion.
Referral vouchers are issued on and limited to a one per household basis.
Referral vouchers cannot be applied to shop items and shoe services.
Other important terms
We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
These Terms are governed by English law and will be subject to the exclusive jurisdiction of the English courts, unless you are a resident of Northern Ireland or Scotland, in which case you may also bring proceedings in Northern Ireland or Scotland as appropriate.
To balance high demand and ensure we can deliver the best possible service, we have introduced a small collection charge for particular time-slots. Collection charges only apply to our busiest times and all slots are free to start with.
The collection charge can vary, depending on the popularity in your area and when you place an order. The charge will be displayed next to every time slot if applicable. The charge will be added to the order total when you place an order. Delivery will remain free.
If a collection is re-scheduled, customers will only be charged with the new slot collection charge and any discrepancy will be refunded automatically.
If a collection is cancelled, customers will not be charged for the collection fee.
The collection charge is added to the minimum spend.
Any marketing voucher will still apply to the total order value, including the collection charge.
If a collection is late, a refund of the collection fee will be provided. We try our very best to let our customers know in advance of any potential delay however, unfortunately, delays can sometimes happen and when they do our agents or Customer Care Team will notify you in advance.