GENERAL TERMS AND CONDITIONS (T&Cs)
ARTICLE 1. PURPOSE
This document sets out the Terms and Conditions governing the use of our facilities and services and is intended to ensure that customers are fully informed of their rights, duties, and obligations when using any service provided by SUDS Ltd.
By placing an order or using our services, you confirm that you agree to be bound by these Terms and Conditions. It is the customer’s responsibility to read, understand, and comply with them before using our services. In this document, “we,” “us,” and “our” refer to SUDS Ltd, and “you” refers to the customer.
ARTICLE 2. TARGET AUDIENCE
Our services are designed for:
- Individuals and Households
- Hospitals, Care Homes, and Kindergartens
- Companies (Hotels, Motels, Guesthouses, Coffee Shops, Restaurants)
Article 3. ARTICLE 1. MEMBERSHIP PROGRAMME
Benefits
- 20% discount on Online, Express, and Celebrity Service Orders
- Access to Inside Facility without prior booking, subject to availability
- Free Collection & Delivery according to member schedule
Fees
- £10/month or £60/year (one-time)
- Payment via website, app, or on-site
ARTICLE 4. SERVICES
The Company provides the following services:
- Dry Cleaning
- Laundry – Washing, drying, and folding
- Tailoring & Alterations
- Shoe Polishing & Repair
- Rug & Carpet Cleaning
- Leather Cleaning
ARTICLE 5. TYPE OF SERVICE
- Normal Service Orders: are processed within a standard timeframe of 48 to 72 hours. Processing times may vary depending on the type of garments, service requirements, and overall service volume.
- Express Service: Express Service is for urgent orders, subject to availability and the conditions below:
- Garments submitted before 12:00 (noon) will normally be processed and returned on the same day.
- Garments submitted after 12:00 (noon) will normally be processed and returned the following day.
- Laundry Orders are excluded and can be completed within the same day depend on the garment and are subject to separate processing timelines, which will be communicated at the time of order.
ARTICLE 6. EXPRESS SERVICE TERMS AND CONDITIONS
- Minimum Order Amount: A minimum order value of £30 applies to Express Service.
- Express Fee: Is subject to an additional charge equal to two (2) times the standard service price.
- Cancellations and Refunds: Customers may Cancel an Express Service order within one (1) hour of placing the order. After (1) hour cancellation will not be possible and the full service fee will remain payable
ARTICLE 7. PRICING POLICY
- Prices are fixed but may change due to market conditions. All PRICE LISTS are displayed ONLINE and AVAILABLE at our FACILITY and are subject to customer review prior to placing an order. By placing an order, the customer acknowledges and agrees to the applicable prices. Once an order has been placed and the garments have been collected, prices are FINAL and shall not be subject to alteration, adjustment, or dispute.
Note: Prices for delicate, antique, vintage, and sensitive fabrics are exceptional and are not displayed online or at our facility. Pricing for these items depends on the specific garment and starts from £41 per piece. Customers are required to request and confirm the price prior to placing their order. If the customer does not request pricing in advance, we reserve the right to apply pricing based on the specific garment, and such charges shall be final, non-negotiable, and not subject to alteration, adjustment, or dispute.
ARTICLE 8. PRICE ESTIMATION
- All price estimates are indicative only and are based on the evaluation of Photographs, written information provided by the customer. Such estimates are provided for guidance purposes only and shall be communicated solely upon receipt of a Formal Estimation Request from the customer.
- Price estimations for Delicate, Antique, Vintage, or Sensitive Fabrics shall not be accepted or provided based on photographs, verbal communications, or written descriptions and require Physical Inspection and is subject to customer’s request.
- The final price for any garment may vary and will be determined after assessment of factors including, but not limited to, the garment’s texture, condition, construction, and the specific service required.
ARTICLE 9. PAYMENT TERMS
- Payments may be made by Cash, PayPal, Bank Transfer, or Card as soon as the service is rendered.
- Online Orders require full payment prior to collection or delivery
- Customers must settle invoices within 30 days of the invoice date
- Late Payment Compensation: In accordance with the Late Payment of Commercial Debts (Interest) Act 1998, we reserve the right to charge statutory interest and fixed compensation of £40 for debts under £1,000 on overdue invoices.
- Escalation of Unpaid Invoices: If payment remains outstanding for more than 60 days, we reserve the right to escalate the matter without further notice. This may include referring the account to debt recovery services or initiating Legal Proceedings.
ARTICLE 10. PLACING ORDERS
- Orders can be placed through our Website, Aobile Application, or by Personally delivering the garment(s) to our facility.
- Upon confirmation and acceptance of an order, the PRICE shall be Final. The Company shall have no obligation to modify, revise, or adjust the price under any circumstances. Once the job has been collected, the Customer confirms acceptance of the price. Orders cannot be cancelled more than two (2) hours after collection, and prices cannot be modified thereafter.
- If the Customer agrees to a scheduled collection or delivery time but is unavailable at that time, the Company reserves the right to charge a £15 Fee. This fee may be added to or deducted from the total order amount.
CUSTOMER RESPONSIBILITIES: You Are Responsible To:
- Providing accurate, complete, and up-to-date contact and delivery information.
- Ensuring availability at the agreed time for collection or delivery, or providing appropriate access to enable completion of the Services.
- Inspecting and counting all garments at the time of handover.
- Ensuring that all items are accurately declared, recorded, and itemized on the order ticket or electronic basket, and that the total amount stated reflects the final price agreed upon at the time of order placement.
- Confirming that all garments are free from tears, defects, or damage prior to the provision of the Services. The Company shall not be liable for any tears, defects, or damage that existed before the Services were provided.
ARTICLE 11. ORDER CANCELLATION
- Immediate Cancellation Window: Once an Order has been placed and the garment has been handed over to us, you may cancel the Order within two (2) hours from the time of handover.
- Cancellation After Two Hours: If the Order is cancelled after the initial two-hour cancellation window, we reserve the right to proceed with the cleaning process. In such cases, you shall be liable to pay the full service amount.
- Garment Collection After Cancellation: Once an Order has been cancelled within 2 hours cancellation window, delivery services will no longer be available. All garments must be collected from our facility no later than two (2) hours prior to the facility’s closing time.
- Uncollected Garments: In accordance with health and safety requirements, we do not store uncleaned garments. If garments are not collected within two (2) hours prior to the facility’s closing time, they may be processed through a full cleaning cycle, and full payment will be required.
ARTICLE 12. COLLECTING ITEMS
- Present Ticket Order at Collection: To collect your item(s) from the shop, you are required to present a valid Ticket Order at the front desk.
- Lost Tickets: If your ticket order is lost, please inform us immediately. You will be required to sign for the order upon collection to confirm your identity and receipt.
ARTICLE 13. FREE COLLECTION & DELIVERY
- Members: Free for all orders
- Non-members: Free if order ≥ £30
- Congestion Charge Zone: If your collection or delivery address is located within the Congestion Charge Zone, you will be responsible for covering the Fee for collection and delivery.
ARTICLE 14. SERVICE WASH AND SELF-SERVICE
Service Wash: Includes Wash, Dry, and Fold: Fees are charged according to our Price List. By using the Service Wash, customers agree to:
- Separate light and dark items into separate bags.
- Verify that each item is suitable for machine washing and tumble drying.
- Items Not Accepted: Customers are advised that the following cannot be included in a Service Wash, and we cannot take responsibility for them. We cannot count and analysis your items.
- Non-tumble-dry items or items suitable for Dry Cleaning.
- Hand-wash-only items
- Feather-filled items
- Sensitive Items: You are required to inform our team immediately if any items are sensitive or unsuitable for washing. If you leave your items without instructions, they will be washed without liability on our part.
Self-Service Laundry
Our self-service facilities are available to all customers, including Members and Non-Members.
Members
- Complete the membership form online or at the counter.
- Pay a monthly fee of £10 or an annual fee of £120.
- Use Small Machine at the rate of £6 and Big Machine at the rate of £7
- Spinner: Small Machine is £1 per round and Big Machine £2 per round.
Non-Members
- Pay upfront to use our self-service facilities.
- Small Load: £10 for Wash and £10 for Tumble Dryer
- Big Load: £15 for Wash and £15 for Tumble Dryer
- Need help or access? Speak with our customer service team at the counter.
ARTICLE 15. STAINS & SPOT REMOVAL
- Customers must disclose stains before submission. We are not obligated to perform forensic inspections. no guarantees of complete removal.
Stained items will be processed only with the owner’s explicit verbal or written consent, acknowledging that treatment is carried out at the owner’s risk and we will not be held responsible for any outcome.
ARTICLE 16. RISKS DURING CLEANING
- Customers accept that damage may occur due to garment defects or material weaknesses. Risks include dye bleeding, color transfer, fading, shrinkage, stretching, or color shading.
ARTICLE 17. DAMAGE & LIMITATION OF LIABILITY
- Garments without clear Manufacturer’s Care Label are cleaned at the customer’s risk.
- Customers must remove accessories and valuables and we do not take responsibility.
- The customer assumes full and exclusive responsibility for all risks related to the cleaning process, including but not limited to damage, deterioration as a result of garment’s age, normal wear and tear, pre-existing defects, inherent material weaknesses, manufacturing faults, or chemical reactions that may occur during the cleaning process
- shrinkage, color loss, distortion, alteration, or any other unexpected outcome if it is due to garments inherent defect or manufactures’ falt.
- No liability for accessories or embellishments (buttons, zippers, beads, sequins, etc.).
- Liability is excluded for age, wear, pre-existing defects, and inherent material weaknesses.
All cleaning services are performed strictly in accordance with the Manufacturer’s Care Label, where such a label is present and legible. In the absence of a Manufacturer’s Care Label, or where the label is unclear, altered, or incomplete, the customer expressly accepts full responsibility for all cleaning outcomes either verbally or written before placing the order.
ARTICLE 18. CLAIMS
Under certain exceptional circumstances, loss of or damage to item(s) may occur during the cleaning process. Such loss or damage may be attributable either to a Manufacturer’s Fault or, in limited cases, to Our Company’s Fault.
- Manufacturer’s Fault: Where we have followed the Manufacturer’s Care Label Instructions correctly, and damage occurs due to an inherent defect in the garment, such damage shall be deemed a Manufacturer’s Fault. In such cases, Our Company shall bear no responsibility, and the customer may pursue any claim directly against the manufacturer or retailer.
- Fugitive Dyes (Non-Colourfast Dyes): Dyes that are not resistant to water or cleaning solvents, resulting in colour running, fading, bleeding, or loss during cleaning.
- Incorrect or Misleading Care Labels: Care labels that do not accurately reflect the garment’s actual cleaning tolerance, including missing, altered, incomplete, or contradictory instructions.
- Poor Fabric Construction or Material Quality: Materials that deteriorate, distort, or behave unpredictably under normal professional cleaning conditions.
- Defective Trims, Embellishments, or Decorations: Non-durable attachments, including painted logos, sparkles, sequins, beads, trims, metallic or plastic elements, glued components, decorative designs with weak pigments that fade, bleed, rub off, or disappear during cleaning.
- Fabric Shrinkage Due to Manufacturing Defects: Shrinkage caused by inadequate pre-shrinking or stabilization during manufacture, including uneven shrinkage between fabric layers.
- Faulty Interlinings, Fusings, or Adhesives: Internal components that bubble, delaminate, or degrade under normal cleaning temperatures or processes.
- Substandard Leather or Suede Materials: Leather or suede that exhibits dye instability, stiffness, cracking, colour rub-off, or fading due to poor manufacturing or tanning.
- OUR COMPANY’S FAULT: If an item is lost or damaged due to the actions, negligence, or error of our staff or processes, Our Company accepts full responsibility and will provide compensation, provided the customer supplies satisfactory proof of the item’s value. Compensation will be assessed in accordance with Textile Services Association (TSA) guidelines for fair and reasonable settlement. Liability is considered only after it has been clearly established by us. Customers must provide proof of purchase and demonstrate the original value of the item. Compensation is not on a “new-for-old” basis; the age, use, condition, and state of the item will be taken into account.
Liability limits:
- With valid proof of purchase: up to 10× the cleaning cost of the item.
- Without proof of purchase: up to 5× the cleaning cost.
ARTICLE 19. REFUNDS AND RETURNS
No refund claims will be accepted once the service has been performed. In the unlikely event that you are dissatisfied with our service, you may inform us within 24 hours of collecting your item(s) and return them to our facility with the original receipt. Please ensure that the item(s) are unworn and unused. We will be happy to reclean the item(s) free of charge. If you return the Item (s) or report any complaint after 24 hours, we will have no obligation and will not be liable.
ARTICLE 20. DISPUTES AND RESOLUTIONS
- We will acknowledge any written complaint (letter or email) within 14 working days
- An internal investigation will follow, which may involve staff consultation, reviewing records,
- We may request photographs or, if necessary, inspect the item(s) physically.
- Investigations will be concluded within 60 working days.
- After investigation, we will notify you in writing of our findings and any proposed resolution.
- If a mutual resolution cannot be reached, parties may pursue alternative dispute resolution (ADR).
ARTICLE 21. AGGRESSIVE/ UNREASONABLE BEHAVIOUR
Customers must communicate respectfully and constructively at all times. We will not tolerate behaviour that is abusive, threatening, or inappropriate, including Violent, Aggressive, or Threatening behaviour (verbal or physical), Abusive, Insulting, or Intimidating Language or Actions and Racist, Sexist, or Discriminatory Remarks. Orders may be refused if abusive or threatening behavior occurs
ARTICLE 22. UNCOLLECTED ITEMS
- We are responsible for keeping your items for 60 days. If any items entrusted to us remain uncollected for more than 60 days from the date of completion of the service, a storage fee of £2 per day will be charged and will continue to accrue until the items are collected. Alternatively, if Items not collected within this period may be disposed of, and we will not be held liable for any resulting loss.
- If you are out of the country or otherwise unable to collect your items within 60 days, you must inform us immediately by sending us email to SUDS.LDN@GMAIL.COM