Terms and Conditions
Last updated: Jan. 14, 2018
Terms and Conditions for the supply of cleaning services
1.1 We operate the Lavando mobile application (the “App“). We are Lavando Ltd, a company registered in Companies House, Cardiff under company number 09577449 and with our registered office at 41 Fortis Green, London N2 9JL, United Kingdom. Henceforth referred to as (“we“, “our“, “us” or “Lavando“).”
1.2 If you are a consumer then references in these terms and conditions (the “Terms”) to “you” are to the individual using the App and the Services for private and non-commercial purposes. If you are a business, references in these Terms to “you” are to the business that you have the authority to bind in accordance with section 2.
1.4 You should print a copy of these Terms or save them to your computer for future reference.
1.5 We amend these Terms from time to time as set out in section 12. Every time you wish to order Services, please check these Terms to ensure you understand the terms that will apply at that time. These Terms were most recently updated in January 2017.
1.6 In these Terms:
1.6.1 “Cleaning Bags” means the bags provided to you by the delivery driver pursuant to an Order for packaging of your Items. The bags will be marked according to the cleaning process;
1.6.2 “Collection Window” means the time period specified in your Order for collection of your Items;
1.6.3 “Customer Account” means a customer account which has been opened by you through the App in respect of the Services and is identified by way of an allocated account number generated by us;
1.6.4 “Return Window” means the time period specified in your Order for return of your Items once washed and folded/dry-cleaned (as applicable);
1.6.5 “Items” means the items that you send to us to process individually in a ‘Per item’ bag pursuant to the Services. For wash and fold services, the bag is treated as one item;
1.6.6 “VAT” means Value Added Tax;
1.6.7 a person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality);
1.6.8 a reference to a party includes its successors or permitted assigns;
1.6.9 a reference to a statute or statutory provision is a reference to such statute or statutory provision as amended or re-enacted. A reference to a statute or statutory provision includes any subordinate legislation made under that statute or statutory provision, as amended or re-enacted;
1.6.10 any phrase introduced by the terms including, include, in particular or any similar expression, shall be construed as illustrative and shall not limit the sense of the words preceding those terms; and
1.6.11 a reference to writing or written includes e-mails
1.6.12 “Minimum Order Value” means the minimum amount customers have to pay for their order (excluding discounts) without service fee
1.6.13 “Service Class” service level to be provided to customers defined by the following factors: collection window, return time, minimum order value, and service fee
1.6.14 “Runsheet” is the receipt that is filled in by the driver upon pick up (either on paper or digital), where a copy is given to the customer, and a copy is kept by Lavando and its suppliers. This may be a paper receipt, or in an electronic format sent to the customer via email.
2. If you are a business
This section 2 only applies if you are a business.
2.1 If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use the Services under an Order.
2.2 The Agreement constitutes the entire agreement between you and us and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between you and us, whether written or oral, relating to its subject matter.
2.3 You acknowledge that in entering into the Agreement you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in the Agreement. You and we agree that neither party shall have any claim for innocent or negligent misrepresentation based on any statement in the Agreement.
2.4 Nothing in this section shall exclude liability for either party’s fraudulent misrepresentation.
3. The order process
3.1 The Services shall be performed in accordance with the process set out in this section 3.1:
3.1.1 if you are using the App for the first time, you shall place an order for the Services in accordance with the process outlined in the App (an “Enquiry“);
3.1.2 in placing your first Enquiry, you will be required to open a Customer Account through which all of your Enquiries will be processed;
3.1.3 if you use our services for the first time, we will create a Customer Account for you after you provided us with the payment information during the ordering process. Henceforth you shall be able to restore your account via a five digit code you are able to request by providing us with your phone number for verification purposes. You must use all reasonable efforts to keep your five digit code confidential, and must inform us if you suspect or discover that your password has become known to someone else;
3.1.4 By clicking on the “confirm order” button customers place an Enquiry, that constitutes a binding offer by the customer to Lavando for the services specified in the checkout process. We will confirm our acceptance of your Enquiry by sending you an email/notification confirming the information you included in your Enquiry (at which point your Enquiry will become an “Order”). This Agreement together with the Order will become legally binding on you and us when we send you the confirmation email/notification and each Order shall incorporate the Terms and shall be a new and separate contract between you and us;
3.1.5 subject to section 4, we shall collect your Items free of charge during the Collection Window from the address specified in the Order;
3.1.6 you shall place your Items into the Cleaning Bag(s) provided to you by the delivery driver at the time of collection, or into Cleaning Bag(s) retained by you following a previous Order, and we shall label your Cleaning Bags so that they can be identified as containing your Items and relating to your Order. All items in the respective Cleaning Bag (s) will be treated according to the written purpose. All items within the Cleaning Bag (s) will be dry cleaned or laundered and charged according the price of our pricelist;
3.1.7 we do not guarantee the use of specific detergents, softeners or other commonly used cleaning products;
3.1.8 we try to accommodate special requests as much as possible, however we are under no obligation to inform the customer prior to processing of the items if these requests cannot be followed;
3.1.9 we do not guarantee the full and successful removal of stains;
3.1.10 if no one is available at your address when we come to collect your Items, we will might leave you a note telling you of this. Please contact us to rearrange collection. We reserve the right to refuse to re-collect if an initial collection fails through no fault of our own;
3.1.11 we will dry-clean/launder and iron (as applicable) your Items as we deem appropriate and
3.1.12 subject to section 4, we will return your Items to you during the Return Window.
3.2 We reserve the right to refuse to process any items that we believe may be damaged if processed.
4. Collection and returns of items
4.1 We will not collect or return Items to an address which is not within one of the postcodes specified on the App as updated from time to time, unless we agree to do so in writing. Please check the App for the current postcodes in which the Services are available before ordering the Services.
4.2 If you are a consumer, we will only collect or return Items from or to your private residential address unless explicitly agreed otherwise. If you are a business, we will only collect or return Items from or to your office/business address. Collections or return to any other address are subject to our express written approval.
4.3 Times given for collection and return are estimates only and we shall not be liable for any delay in collection or return.
4.4 If it has not been possible to obtain an ID that clearly identifies you or the person that shall receive the delivery the items will not be returned to you. Any additional costs incurred in relation to the non-return of the Items will be charged to you in accordance with section 8.
4.6 You shall be responsible for:
4.6.1 ensuring that we and/or our contractors have such access (including free parking facilities) as may be reasonably required to carry out the Services;
4.6.2 ensuring that either you or your authorised representative (as specified in the Order) are present during the Collection Window and Return Window of the Items;
4.6.3 providing us with your correct and up-to-date contact details in your Customer Account – we are not liable for information not reaching you due to incorrect or inaccurate user details;
4.6.4 ensuring that the Items are securely and safely packed into the Cleaning Bags, and that the Items are securely and safely protected, so as not to cause any damage or injury to:
a. the Items;
b. the Cleaning Bags;
c. our property, employees, agents or contractors; and/or
d. any other items, property or person, and you may incur further charges pursuant to Annex A for failing to comply with your responsibilities under this section 4.7.
4.6.5 ensuring that we service your post code prior to purchasing any form of voucher or promotional offer that is either distributed by us our one of our marketing partners. We do not provide refunds for wrongfully bought promotional offers;
4.6.6 ensuring that the Bags are not over 8 kilograms and can fully open/close. Any bags over 8 kilograms may be refused by the delivery driver;
4.6.7 removing all loose objects before handing the items to Lavando, especially articles of value, metal- and plastic objects, pens, cosmetic products and paper and for checking the pockets. You will be held liable for damages that incur through such items on property of Lavando or third parties.;
4.7 All Items that you wish us to clean must be packed by you into a Cleaning Bag, and we shall not accept any type of container other than a Cleaning Bag for such Items. If you want to place an order please contact us and we will confirm in writing to accept this order.
4.8 In the case that you require for your collection or return window to be rescheduled, Lavando reserves the right to apply additional fees for the reschedule. This reschedule is subject to availability.
4.9 Customers may be required to sign arunsheet provided by the driver upon pick up, and acknowledge that the information provided on the runsheet is correct. Once the customer signs the runsheet, they accept that the items will be processed in line with what is stated on the runsheet, and Lavando cannot take responsibility for any damage or loss caused by an incorrectly filled in runsheet that the customer has signed. A signature may be given either on the paper receipt, or electronically, as required by Lavando.
5. The items
5.1 You shall ensure that, throughout the term of this Agreement, the Items are and shall remain your property, or that you have the permission and authority of the person who owns the Items to use the Services in relation to the Items.
5.2 You shall be responsible to us for any losses we suffer relating to any actions, proceedings, costs, claims and demands arising out of any breach, non-observance or non-performance of this section.
5.3 We reserve the right not to process any items that are not in our price list – any items submitted to us that are not in the price list will be returned to the customer unprocessed.
5.4 The Items must not include any of the following:
5.4.1 any item with a value of over £300 (unless you are willing to accept all liability for such item to the extent that its value exceeds £300);
5.5 Where Items are in breach of section 5.4:
5.5.1 we shall be entitled to inspect, pass to any law enforcement authority or government agency (including the police), or by court order, destroy or otherwise dispose of the Items as we (in our absolute discretion) see fit and we shall have no liability to you in respect of such Items.
6. Restrictions on your use of the service
6.1 You must not:
6.1.1 use the Services or the App except as expressly permitted by this Agreement;
6.1.2 use or interact with the Services in any unlawful or fraudulent way or for any unlawful or fraudulent purpose;
6.1.3 disrupt, damage or interfere with the Services or the App in any way; or
6.1.4 offer in any manner, sub-license or re-sell the Services, use of or access to the Services, to a third party, for any reason whatsoever without our prior written consent.
7. Risk and insurance
7.1 Risk in the Items shall remain with you at all times.
7.2 We will insure each Item up to a maximum of:
7.2.1 where the Item is being dry-cleaned by us under the Services, six times the charge for the dry-cleaning of such Item as detailed in the Order; and
7.2.2 where the item is being laundered by us under the Services, three times the charge for a for the laundering of such item as detailed in our price list.
7.3 We do not offer additional insurance to that provided in section 7.2 above, and it is your sole responsibility to insure your Items over and above the cover provided pursuant to section 7.2.
8. Payment and charges
8.1 The charges for the Services are set out in the confirmation email/notification issued pursuant to section 3.1.4, and will be deducted from the credit card account attributed to your Customer Account on completion of the relevant Order.
8.2 We are entitled to charge the Minimum Order Value plus the service fee as a pre charge amount deposit fee, while the remaining payment shall be deducted on completion of relevant order as highlighted above (8.1).
8.3 We are entitled to charge up to the amount of the Minimum Order Value plus the service fee as a pre charge amount deposit fee for orders with a lower total payable amount, e. g. in cases customers are using discount codes.
8.4 All charges are inclusive of VAT. If the rate of VAT changes, we may adjust the VAT you pay on the charges, such adjustment becoming effective as from the effective date of the change in the rate of VAT.
8.5 Form of rebate (i.e. voucher promotion, refund, etc.) can only be applied up to the final amount of the order. Rebates must be used on one single order – remaining rebate values cannot be carried over to subsequent orders unless explicitly communicated by Lavando or our marketing partners.
8.6 In addition to the charges specified in section 8.1, we may charge reasonable additional charges if any of the events set out in Annex A to this Agreement take place. The applicable additional charges in respect of these events are also detailed in Annex A to this Agreement.
8.7 You shall pay all amounts due under the Order in full without any deduction or withholding except as required by law and you shall not be entitled to assert any credit, set-off or counterclaim against us in order to justify withholding payment of any such amount in whole or in part. We may, without limiting our other rights or remedies, set off any amount owing to us by you against any amount payable by us to you.
8.8 The responsibility of redemption of any form of rebate lies with the customer. Rebate codes are to be manually applied in the App or website by the customer – rebate codes are only automatically applied to orders if clearly specified beforehand by Lavando or its partners. Lavando is not liable for the failure of redemption of rebate codes by customers, resulting in the full order amount being charged to the customer.
8.9 Voucher Redemption
Voucher credits will be subtracted from the order total. If there is a remaining balance, the customer will need to pay the difference, or needs to contact [email protected] if the full voucher amount is not deducted from the order total. In that case, a new voucher or code will be issued. If the value of the order exceeds the value of the voucher, the price difference needs to be settled with another payment method. The customer can receive information about the status and redemption of the voucher at any time by contacting Lavando. One can forward the voucher to friends & family. But, one is obliged not to use the code anymore or reveal it to third party companies. If a voucher has been redeemed on a certain account, a transfer onto another account is not possible. The voucher cannot be returned or refunded. And, they cannot be combined with other discount campaigns, e.g. the “refer a friend” campaign.
Vouchers, including remaining credit balances, expire 1 year after its issue. They cannot be used for purchasing another voucher. They cannot be recharged, resold or payed by in cash.
Transferring the voucher also transfers the loss, risk and ownership rights of the voucher onto the purchaser. The purchaser is obliged to keep the voucher code secret and only reveal it to a person that they’ll transfer the voucher to.
We shall assume no liability for loss, theft, damage or unauthorized use of the voucher.
We are entitled to close affected accounts and demand another payment method in case a voucher was obtained fraudulently and/or has been used for a Lavando order.
8.10 Lavando coins cannot be exchanged for cash refunds.
9. Failure to pay the charges
9.1 In the event that you do not promptly pay all sums (including interest) owing from you to us when payable (the “Debt“), we are relieved of any duty howsoever arising in respect of the Items, which continue to be held solely at your risk, and we shall immediately exercise a lien over the Items for the Debt until payment of the Debt in full has been received by us (the “Lien“).
9.2 After we exercise the Lien, in default of the prompt payment of the Debt, you authorise us to hold onto and/or ultimately dispose of some or all of the Items in accordance with section 9.3.
9.3 In the event that the Debt is not paid within 30 days after its due date for payment, the following shall apply:
9.3.1 we may sell the Items and transfer all ownership to the Items to the purchaser of the Items;
9.3.2 before we sell the Items, we shall give you notice in writing (provided in accordance with section 19) of the amount of the Debt at the date of the notice and that if the Debt is not settled within 10 days of such notice, we will sell the Items;
9.3.3 we may use the proceeds of sale to pay first the costs incurred by us in selling the Items, secondly in paying the Debt, and to hold any balance for you (with no interest accruing to you on the balance), such balance (if any) to be returned to you within 30 days of the sale of the Items. If, having made reasonable efforts to contact you, we are not able to return the balance to you, we will hold such balance for a maximum of six years, after which we shall retain such balance and you shall not be entitled to claim it;
9.3.4 if the proceeds of sale are insufficient to discharge all or any part of the costs of sale incurred by us and the Debt, you must pay any balance outstanding to us within seven days of a written demand from us, which shall set out the balance remaining due to us after the net proceeds of sale have been credited to you. Interest will continue to accrue on the Debt until payment has been made;
9.3.5 we may sell the Items by any method(s) reasonably available to achieve a selling price reasonably obtainable in the open market, taking into account the costs of sale;
9.3.6 if the Items cannot reasonably and economically be sold (for any reason whatsoever) or they remain unsold despite our efforts, you authorise us to treat them as abandoned by you and to destroy or otherwise dispose of them at your cost; and
9.3.7 you will pay our reasonable costs incurred in administering the Debt collection and sale process described in this section 9.3. These costs will include (without limitation) auction costs, removal costs, cleaning costs and charges for our own time.
9.4 Without limiting any of our other rights or remedies, if you fail to pay any of the charges due to us by you under this Agreement within 15 days of their due date for payment, such outstanding amounts shall incur interest at a rate of 3% above the base rate of Barclays Bank plc in the United Kingdom from time to time, calculated from the date that payment became due up to and including the date that payment is made of both the outstanding amounts and any interest accrued thereon.
10. Limitation of liability
10.1 You acknowledge that we are not aware of the value of the Items, and we strongly recommend that you arrange insurance to cover the Items.
10.2 You must inspect the Items following the return of the Items from our cleaning facility and, if you believe that the Items are lost or damaged in any way, you must promptly inform us about such loss or damage within 72 hours of receiving the items, and we reserve the right to inspect and take pictures of any alleged damage to any Items before you make an insurance claim in relation to such Items. We will not be responsible for any damage to items which do not have the original dry cleaning ticket attached.
10.3 We shall not be liable to you for any loss, mis-delivery of and/or damage to any Items as a result of:
a. any seizure or forfeiture under legal process;
b. any normal wear and tear;
c. any colour loss, bleeding or shrinkage of garments, in particular for items included in the wash and fold service
d. any act, omission, misstatement or misrepresentation by you or your servants or agents;
e. any inherent vulnerability to wastage, defect or inherent defect, natural deterioration or fragility of the Items (even if marked “Fragile”);
f. insufficient or improper packing;
g. insufficient labelling or addressing; or
h. you not taking or accepting collection or return of the Items during the Collection Window or Return Window (as applicable).
i. any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellry, cufflinks, collar stiffeners, pens or tie clips;
j. incorrect information provided to the driver, and recorded on the runsheet;
k. incorrect processing where the item was included in a bag of wash and fold. Our wash and fold service is processed and treated by the bag, and therefore we cannot be held responsible for any individual items within the bag;
l. incorrect labelling on the manufacturers behalf, or incorrect instructions from the customer.
10.3.2 Damaged items will not be considered as unsatisfactory service of Lavando if they result from/through:
a. Insufficient condition of the item that couldn’t be identified by professional examination.
This shall apply in particular for insufficient firmness of fabric and seams and thickness, low durability of the fabric, insufficient authenticity of the coloring and printings, impregnations, earlier inappropriate treatment, hidden foreign bodies as mentioned in 4.6.7 and other hidden lack, inadequate fixation of buttons, buckles and zipper.
b. Garments that cannot or only partly be cleaned
items being processed in a dryer although the items are not suitable for this but nevertheless sorted in a wash and fold bag by the customer
10.4 If you are a consumer:
10.4.1 we only supply the Services to you for your domestic and private use and you agree not to use the Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity;
10.4.2 if we fail to comply with the Agreement, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Agreement or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the agreement; and
All refund claims, whether successful or not, may require the completion of a refund form provided by us. Lavando may only consider refund requests once the forms have been filled in and returned via email or post. The sending of refund forms does not constitute any approval of a refund request.
10.4.3 subject to section 10.7, our total liability in respect of the Items, the Services or any breach of this Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, including loss or damage during collection, cleaning or return, shall not in any event exceed the lower of:
(i) the cost price of the lost or damaged Items;
(ii) the current replacement cost of the Items; or
(iii) six times the listed price for the damaged item in the price list for dry cleaning and three times the listed price for the processing of a wash & fold bag.
10.5 If you are a business:
10.5.1 subject to section 10.7, we will under no circumstances whatsoever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Agreement for (i) any loss of profits, sales, business, or revenue; (ii) loss or corruption of data, information or software; (iii) loss of business opportunity; (iv) loss of anticipated savings; (v) loss of goodwill; or (vi) any indirect or consequential loss;
10.5.2 subject to sections 10.5.1 and 10.7 our total liability to you in respect of all other losses arising under or in connection with the Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the lower of: (i) six times of the listed price for the damaged item in the price list for dry cleaning and six times of the listed price for the damaged item in the price list for laundry; or (ii) 100% of the charges payable under the Order; and
10.5.3 you shall indemnify us and keep us indemnified for any and all losses resulting from all claims, demands, liabilities, damages, costs and expenses incurred by us or by any of our contractors, carriers, agents, employees or affiliates which arise out of your use of the Services or your breach of this Agreement.
10.6 In the event of a claim, we shall be entitled to require proof of the cost price and the current replacement cost of the Items.
10.7 Nothing in these Terms excludes or limits our liability for:
10.7.1 death or personal injury caused by our negligence;
10.7.2 fraud or fraudulent misrepresentation; or
10.7.3 any other liability that cannot be excluded by law.
10.8 Except as set out in this Agreement, all warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Agreement. In particular, we will not be responsible for ensuring that the Services are suitable for your purposes.
10.9 This section 10 shall survive termination of the Agreement.
10.10 You acknowledge that our wash and fold service is tagged per bag, and individual items are not tracked. We therefore cannot be held responsible for any individual items that are missing within the bag.
11. How we use your personal information
12. Our right to vary these terms
12.1 We may revise these Terms from time to time.
12.2 Every time you place an Enquiry, the Terms in force at that time will apply to any corresponding Order.
13. Right to cancel
13.1 If you are a consumer:
13.1.1 you have the legal right to cancel this Agreement, and may request a refund only if you have already made a payment to us, and only before the order has been processed
13.1.2 if you wish to cancel in accordance with section 13.1.1 you must inform us of your intention to cancel using the contact details set out at section 13.3
13.1.3 if your Return Window is on a date which is before the cancellation period set out at section 13.1.1 expires, then the Services will have commenced on that date and you shall then no longer have the right of cancellation.
13.2 Whilst we believe that you will be very happy with the Services, if you are not satisfied with the Services please contact us immediately in order that we may address your concerns. In particular, please contact us to resolve any issues before executing a chargeback through your bank.
13.3 Our contact email address for complaints is [email protected] and our postal address is 41 Fortis Green, London, N2 9JL.
14.1 You shall:
14.1.1 ensure that the information you include in your Enquiry is complete and accurate; and
14.1.2 ensure that you only purchase Services if you are at least 18 years old.
14.2 We shall provide the Services with reasonable care and skill.
15.1 You may terminate this Agreement at any time by requesting the return of your Items and
paying any outstanding charges due to us.
15.2 We may terminate this Agreement with immediate effect by notice in writing to you if:
15.2.1 you fail to pay any amount due under this Agreement, including any interest accrued, by the date due; or
15.2.2 you are in breach of any term of this Agreement.
15.3 We may terminate this Agreement for any reason by giving you not less than 30 days’ written notice.
16. Consequences of termination
16.1 Upon termination of this Agreement for any reason:
16.1.1 you must contact us promptly to arrange for return of the Items. If within 30 days following termination of this Agreement for any reason you fail to arrange for return of the Items, then we may dispose of the Items in accordance with the provisions of section 9.3;
16.1.2 you shall immediately pay to us all of our outstanding unpaid invoices and interest;
16.1.3 the accrued rights, remedies, obligations and liabilities of each party as at expiry or termination shall not be affected, including the right to claim damages in respect of any breach of the Agreement which existed at or before the date of termination or expiry; and
16.1.4 sections which expressly or by implication have effect after termination shall continue in full force and effect.
Each party shall keep in strict confidence all information which is of a confidential nature and which has been disclosed by one party to the other party. This section 17 shall survive termination of this Agreement.
18. Events outside our control
18.1 We will not be liable or responsible for any failure to perform, or delay in performance of, the Services that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below.
18.2 An “Event Outside Our Control” means any act or event beyond our reasonable control, 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, snow, flood, earthquake, subsidence, epidemic or other natural disaster, failure of public or private telecommunications networks, impossibility of the use of motor transport or other means of public or private transport, road traffic accidents, road closures or mechanical failure.
18.3 If an Event Outside Our Control takes place that affects the performance of the Services:
18.3.1 we will contact you as soon as reasonably possible to notify you;
18.3.2 we shall not be liable to you as a result of any delay or failure to perform the Services as a result of an Event Outside Our Control; and
18.3.3 we shall use reasonable endeavours to minimise any disruption to the Services.
19.1 Notices to you
19.1.1 Any notice given by us to you under this Agreement must be in writing and may be served by e-mail, by personal delivery to the person notified or its address, or by prepaid post.
19.1.2 Your address for service of notices shall be your e-mail and/or postal address specified in your Customer Account or any other address in England, Scotland or Wales which you have previously notified to us in writing.
19.1.3 It is recommended to use a mobile phone number during the registration process, as Lavando will send you updates regarding your order via text message. We are not liable if a customer is misinformed because of a landline number being inputted instead of a mobile number.
19.2 Notices to us
19.2.1 Unless you are a consumer making a complaint or wishing to cancel your Order (for which see section 13.1.2), any notice given by you to us must be in writing and maybe served by personal delivery, by pre-paid post or by e-mail at [email protected]
19.2.2 Our address for service of notices shall be our address set out in these Terms.
19.3 A notice will be served at the time of personal delivery or 48 hours after it has been placed in the post, or at the time the e-mail was sent by the sender, provided that the sender of the email does not receive an e-mail message stating that the email message has not been received by the intended recipient.
19.4 You will inform us in writing of any changes to your billing details, contact details, alternative contact details, authorised persons, insurance details or access details stated in your Customer Account.
20. Assignment and sub-contracting
20.1 We may at any time assign, transfer, mortgage, charge, subcontract or deal in any other manner with all or any of its rights under this Agreement and may subcontract or delegate in any manner any or all of our obligations under this Agreement to any third party or agent.
20.2 You shall not, without our prior written consent, assign, transfer, mortgage, charge, subcontract, declare a trust over or deal in any other manner with any or all of its rights or obligations under this Agreement.
21. Other important terms
21.1 All intellectual property rights in or arising out of or in connection with the Services shall, as between you and us, be owned by us.
21.2 “Lavando” s a trade mark of Lavando Ltd
21.3 These Terms are only available in the English language.
21.4 If any of these Terms conflict with any terms of an Order, the Order will take priority.
21.5 This Agreement is between you and us. No other person shall have any rights to enforce
any of its terms, whether under the Contracts (Rights of Third Parties Act) 1999 or otherwise.
21.6 Each of the sections of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining sections will remain in full force and effect.
21.7 If we fail to insist that you perform any of your obligations under this Agreement, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
21.8 If you are a consumer, you have legal rights in relation to Services not carried out with reasonable care and skill. 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.
21.9 If you are a consumer, please note that the Agreement is governed by English law. This means an Agreement for the purchase of Services and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction in connection with any such dispute or claim.
21.10 If you are a business, the Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. You and we both irrevocably 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 the Agreement or its subject matter or formation (including non-contractual disputes or claims).
22. Recleans and quality
22.1 If you are not satisfied with the quality of cleaning or ironing, you must promptly inform us within 72 hours of receiving the items. We will then re-clean your items free of charge. The re-clean offer will be valid for 7 days.
22.2 The re-cleaning offer only applies to items which have been cleaned by Lavando and the original dry cleaning ticket must be attached.
22.3 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.
22.4 Recleans can only be offered to customers if the customer has a valid card on file
23.1 If you disagree with how your items have been charged, please inform Lavando within 72 hours of receiving the invoice. We reserve the right to require photos of the items with the original dry cleaning ticket attached before considering any refund or vouchers.
Annex A – Additional charges
In addition to the charges specified in section 8 above, we may charge the following reasonable additional charges, if any event listed in this Annex A occurs.
The events listed in this Annex A are non-exhaustive, and other additional charges may be payable where notified to you in an Order. See the App for further information.
Event Additional Charge (GBP)