Under some special circumstances, there may be damages or losses to the item/items during the cleaning process, which will be either it can be attributed to the manufacturer’s fault or under some special circumstances, there may be damages or losses to items due to our company’s fault.

18.1 Manufacture’s Fault:

1. Fugitive Dyes – Dyes that are not colourfast to cleaning solvent or water – are the biggest manufacturer-related problem. In these cases, despite the instructions on the care label the dyes on the garment dissolve when cleaned with solvent or water. The colour loss may occur throughout the garment or be localized in certain areas. For instance, the pink flowers on a pink-and-white print may be solvent-soluble, and, after cleaning, the garment may come out completely white.
2. In such a case, we do not undertake any responsibility if any damage occurs during the dry cleaning process if the garment does not meet the manufacturer’s Care Lebel requirements and instructions. Any damage means (but is not limited to) all types of painted logos, any painted lining, leather trims, signs, colour, sparkles, and inner linings.
3. If there is a manufacturer’s fault, in such circumstances, the customer will have the legal right to go to the main manufacturer and ask for compensation. In such circumstances, our company can provide you with a letter describing the situation.

OUR Company’s Fault:

If there will be a loss or damage to any item by our team, we take full responsibility for it and will pay compensation if you have proof of the value of the item/items. Liability for any reason is limited to 10 TIMES the cleaning cost of the item as determined by the Textile Services Association (TSA) http://www.tsa-uk.org fair compensation guidelines when a valid proof of purchase is provided. Where proof of purchase cannot be provided, liability will be limited to 5 TIMES the cleaning cost of the item as determined by the Textile Service Association (TSA) fair compensation guidelines. In the event of damage if we determine we are responsible then we will offer a service credit agreed by both parties.

We follow the (TSA) industry guidelines for fair compensation. From these guidelines, we would potentially compensate you once liability is proven by us. The Proof of the purchase and original value MUST be clearly established and provided by you. We do not replace old for new and therefore need to establish the age, state, and condition of the item(s) before any compensation is paid out.

19. REFUNDS AND RETURNS

No refund claims will be granted once the service has been carried out. In the unlikely event that you are discontent with our service, you are most welcome to return your item/items to our facility with the receipt, ensuring the item is unworn and unused and we are most happy to reclean your item once again FREE OF CHARGE.

If you are unhappy with our cleaning, you are responsible for notifying us of such a case within 24 hours from the time you collect your item. We will not be responsible for any such claims if you notify us after 24 hours

20. DISPUTES & RESOLUTION

• We will acknowledge any complaints that are brought to our attention via letter or email by written response within 7 Working days, detailing our understanding of the complaint to ensure we have the correct details of the complaint being made.
• We will begin an investigation into the complaint by speaking to the relevant staff and gathering information from any files and correspondence relating to the customer and the complaint.
• We may request photos and if we consider it necessary, we may need to arrange a physical inspection of the item/items.
• Once we have completed our investigation we will inform you of our findings whether there is a fault or no fault found and what if any action we propose to take to resolve the complaint within 60 working days.
• If a resolution cannot be reached, alternative dispute resolution methods may be pursued.

21. AGGRESSIVE OR UNREASONABLE BEHAVIOUR

We know that when you contact us, the things you want to communicate to us are very important to you. They are important to us too. And at times, we know that sometimes issues being discussed can be frustrating or distressing for you. To help us understand and deal with your inquiry, we expect mutual understanding and mutual respect between us. Our staff deserves to be treated with good manners, and respect. We will not accept or tolerate any behaviour, communication, or language that we consider to be abusive toward any of our staff. This includes but is not limited to behavior that: 

• is violent or makes verbal or physical threats of violence and is abusive, insulting, and threatening,
• uses racist, sexist, or any other discriminatory language related to a diversity/protected characteristic
• includes any other form of discrimination
• refusing to cooperate, or clarify an issue or matter, despite our offers of help
• insisting on a face-to-face meeting when we do not consider it necessary
• persistent refusal to accept explanations relating to what we can or cannot do

22. REFUSAL

All our staff have the right not to be subjected to abusive or unreasonable behavior, insult, harsh language, or communication, regardless of the circumstances and we cannot tolerate it. We reserve the right to refuse any customer’s order if there is a threat of verbal abuse, insult, or misbehavior toward our staff. Acceptance of orders is at the company’s discretion.