Terms and Conditions

Natural Laundry Company terms and conditions

By using our services you agree to be bound by the following terms and conditions of service, which may change from time to time without notice. This does not affect your statutory rights. Your continued use of the Service following the posting of any changes to the Terms of Use constitutes acceptance of those changes.
Key Service Terms & Conditions:
Maximum liability in case of damage or loss10 x item cleaning price
Missing, unreadable or removed care labelsAt owner’s risk only
Timeframe for complaint / return24 hours
Timeframe to report missing garment24 hours
Re-cleaning, Re-pressingFree of charge
Minimum charge for free collection & delivery is AED 40.00
1. INFORMATION ABOUT US AND HOW TO CONTACT US

1.1Who we are. We are The Natural Laundry Company registered in Dubai, UAE. Our registered office is at Shop 2, Level 1, Reem Mall, Jumeirah road.
1.2 How to contact us.
You can contact us by downloading our App or telephoning our consumer service team at 04-3399363 or by writing to us at fresh@naturallaundry.ae
1.3 How we may contact you.
If we need to contact you we will do so by writing to you at the email address you provided to us in your order.
1.4"Writing" includes emails
When we use the words "writing" or "written" in these terms, this includes emails.

2. YOUR USE OF OUR SITE

2.1 Your permission to use the Site is personal to you and non-transferable, and you may not use the Site for commercial purposes. Your use of the Site is conditional on your compliance with the rules of conduct set forth in these Terms of Use and you agree that you will not:
2.1.1 Use the Site for any fraudulent or unlawful purpose;
2.1.2 Use the Site to defame, abuse, harass, stalk, threaten or otherwise violate the rights of others, including without limitation others’ privacy rights or rights of publicity;
2.1.3 Impersonate any person or entity, false state or otherwise misrepresent your affiliation with any person or entity in connection with the Site or express or imply that we endorse any statement you make;
2.1.4 Interfere with or disrupt the operation of the Site or the servers or networks used to make the Site available or violate any requirements, procedures, policies or regulations of such networks;
2.1.5 Transmit or otherwise make available in connection with the Site any virus, worm or other computer code that is harmful or invasive or may or is intended to damage the operation of, or to monitor the use of, any hardware, software, or equipment;
2.1.6 Reproduce, duplicate, copy, sell, resell or otherwise exploit for any commercial purposes, any portion of, use of, or access to the Site;
2.1.7 Remove any copyright, trademark or other proprietary rights notice from the Site or materials originating from the Site;
2.1.8 Frame or mirror any part of the Site without our express prior written consent;
2.1.9 Create a database by systematically downloading and storing Site content;
2.1.10 Use any manual or automatic device in any way to gather Site content or reproduce or circumvent the navigational structure or presentation of the Site without our express prior written consent. Notwithstanding the foregoing, we grant the operators of public online search engines limited permission to use search retrieval applications to reproduce materials from the Site for the sole purpose of and solely to the extent necessary for creating publicly available searchable indices of such materials solely in connection with each operator's public online search service.
2.1.11 We reserve the right to revoke these exceptions either generally or in specific instances.

3. WET CLEANING

3.1 We do not use traditional dry-cleaning methods.
You hereby acknowledge that we do not use perchloroethylene, the solvent traditionally used by dry cleaners to clean delicate clothes and that we will use an alternative process called wet-cleaning, which is based on using water, biodegradable detergents and very specific cycles to clean your property. You hereby acknowledge that our cleaning method may not respect the care label on your item (“item” shall mean items of clothing, accessories, or bed linen).
3.2 Other cleaning methods
On specific occasions, where we think that other cleaning methods may be more appropriate, or if we do not have the appropriate equipment on site, we reserve the right to ask an external cleaning partner to clean your item with a method which could be other than wet cleaning. Such method could include the use of perchloroethylene or any other method that would provide the best outcome in the view of our partner in the particular instance. Whilst we try and minimize these occurrences to the bare minimum, each method has its benefits and we feel that we have to be pragmatic to ensure the best care is given to your items if necessary.
3.3 Care labels
It is your responsibility to ensure that all items that you send to us for cleaning have proper care labels. We do not accept responsibility for items that have missing, unreadable or removed care labels and you accept that all such items are cleaned “at owners risk”.
3.4 Stain removal
We inspect every item before returning it to you to ensure that it meets our strict quality standards. We will make every attempt to remove stains without damage to your item but it should be noted, however, that we do not guarantee the removal of any stains. In any case, the cleaning charge will apply regardless of whether the stain has been removed. Stain removal is often made easier if the stain is identified before washing and our ability to remove it will depend on several factors (including but not limited to the age of the stain, composition, previous attempts to clean, nature of the fabric and dye). It is important that you tell us if there are unusual stains and any information which could help us remove them as we can treat them before cleaning your item.

4. OUR SERVICES

4.1 How we will accept your order Our acceptance of your order will take place when we provide you with a confirmation email stating that we are able to provide you with the services. Please contact us to confirm if we currently cover your area of residence.
4.2 If we cannot accept your order
If we are unable to accept your order, we will inform you of this and will not charge you for the services. This might be because of unexpected limits on our resources which we could not reasonably plan for or if we consider that your item may cause a risk to our machines or other items. We will not accept your order if we consider that it could damage our items or be a risk to your item.
4.3 Your order number.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the services please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. OUR RIGHTS TO MAKE CHANGES

We may make changes to the services, but if we do so we will notify you and you may then contact us to cancel the order and receive a full refund before the changes take effect.

7. PROVIDING THE SERVICES

7.1 When we will provide the services.
We will supply the services to you from the date we accept your order until we have completed the services. The services will be provided as per the order request.
7.2 We are not responsible for delays outside our control.
If our performance of the services is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to cancel the service and receive a refund for any services you have paid for but not received.
7.3 What will happen if you do not provide required information to us.
As stated in the description of the services in our brochure or on our website, we will need certain information from you so that we can provide the services to you, for example, cleaning information if the care label has been removed from an item. We will contact you to ask for this information. If you do not provide us with this information, or you provide us with incomplete or incorrect information, you hereby accept that we will proceed with cleaning the property “at owners’ risk”.
7.4 Your rights if we suspend the services We will contact you in advance to tell you we will be suspending the services unless the problem is urgent or an emergency. If we have to suspend the services for longer than one week, you may contact us to end the contract and we will refund any sums you have paid in advance for services not provided to you.
7.5 We may also suspend delivery or collection if you do not pay.
If you do not pay us for the services when you are supposed to and you still do not make payment within three days of us reminding you that payment is due, either the driver will not collect your items or we will hold your items in the store.

8. YOUR RIGHT TO CANCEL OUR SERVICE

8.1 You can always cancel your order before the services have been supplied and paid for.
You may contact us at any time to cancel your order or the services, but in some circumstances, we may charge you certain sums for doing so, as described below.
8.2 What happens if you have good reason for canceling your order
If you are canceling your services because of any of the below reasons, contact us immediately and we will refund you in full for any services which have not been provided or have not been properly provided. The relevant reasons are:

  • We have told you about an upcoming change to the services or these terms which you do not agree to.
  • We have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
  • There is a risk the services may be significantly delayed because of events outside our control;
  • We suspend the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one week;
  • You have a legal right to cancel the order because of something we have done wrong.


  • 8.3 What happens if you cancel the order without a good reason.
    If you cancel the order and your item has already been cleaned, you will be charged the full sum for cleaning the item

    9. OUR RIGHTS TO REJECT YOUR ORDER

    9.1 We may reject your order if you violate our terms and conditions. We may cancel your order at any time by writing to you if:

  • You do not make any payment to us when it is due and you still do not make payment within 2 days of us reminding you that payment is due;
  • You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, cleaning information if the care label of an item has been removed;
  • You do not, within a reasonable time of us asking for it, provide us with authorization to proceed “at owners risk” with the cleaning of particularly fragile items which we have identified as at risk of being damaged in the cleaning process; or
  • You do not, within 100 days from dropping off your items, collect your items. In this case, we reserve the right to dispose of your items by gifting them to charities as we see fit and shall not be held liable for any loss that you may suffer in such an event.

  • 9.2 You must compensate us if you break the contract.
    If you cancel your order, we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your cancellation

    10. IF THERE IS A PROBLEM WITH THE SERVICES

    10.1 How to tell us about problems
    If you have any questions or complaints about the services, please contact us within 24 hours from receiving your cleaned, altered or tailored items from us. You can contact us by telephoning our consumer service team at 04-3399363 or by writing to us at fresh@naturallaundry.ae. Alternatively, please speak to one of our staff in-store.
    10.2 If you have made a complaint
    If you have made a complaint and we have responded, you must follow up our response within two weeks or we will close the complaint and you will no longer have a valid claim.
    10.3 Re-cleaning policy
    If you are not 100% satisfied with the quality of our services, we will re-clean and/or re-press your item free of charge if we are notified within 24 hours of collection. The item will need to be unworn, returned in the original packaging and with our tags still attached. If we suspect that the item has been worn, we reserve the right to refuse to re-clean or re-press the item. If an item is re-cleaned because a stain has not been removed in the first clean, the re-clean will be done “at owner’s risk” as we will have to use a stronger method to attempt to remove the stain, which could result in discoloration. Please note that in any case, we cannot guarantee that the stain will be removed (see clause 2.4).

    11. PRICE AND PAYMENT

    11.1 Where to find the price for the services.
    A list of indicative prices of the basic services (which excludes VAT) are available on our website or paper price lists in store. However, we will agree a final price with you when we have inspected your item and determined the complexity of the service required. Please note that supplemental charges will apply to specific items (eg. Starch, special hangers, special fragrance and for express turnaround). We take all reasonable care to ensure that the prices of services advised to you are correct. However please see clause 11.3 for what happens if we discover an error in the price of the services you order.
    11.2 We will pass on changes in the rate of VAT
    If the rate of VAT changes between your order date and the date we provide the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.
    11.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service's correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order.
    11.4 When you must pay and how you must pay
    You must make an advance payment of the full price of the Services, before we start providing them. We do not accept cheque payments. For delivery orders, payment must be made using credit/debit card before the item is delivered (we do not accept cash payments for deliveries. We will ask you to register your credit/debit card details on our system (which is encrypted) so that we can take the payment at each collection.
    11.5 PROMOTION CODES
    Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

    12. DAMAGE TO PROPERTY

    12.1 We are responsible to you for foreseeable loss and damage caused by us
    In the unlikely event of damage, please inform us within 24 hours of receipt of your cleaned item from us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the order was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    12.2 If we cannot agree who is responsible for loss and damage
    We will seek an independent analysis by a fabric care research laboratory (for example http://www.satra.co.uk). The fabric care research laboratory shall act as an expert and not as an arbitrator and its written determination shall be final and binding on you and us in the absence of manifest error or fraud. The cost of obtaining the fabric care research laboratory’s analysis shall be borne as the fabric research laboratory directs.
    12.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services
    12.4 When we are liable for damage to your items Any item that you wish to complain about must be returned unworn or unused with the original packaging that the item was collected in; failure to do so will invalidate any potential complaint/claim. However, we are not be responsible for the cost of repairing any pre-existing faults or damage to your item that we discover while providing the services. We are not responsible for inherent weaknesses or defects in materials (for example, sun fading on curtains or color runs below armpits due to deodorant) which may result in tears or the development of small holes or stains in fabric that are not readily apparent prior to processing.
    12.5 Maximum liability
    Subject to clause 11.2, our liability to you arising under or in connection with this agreement, whether arising in service provision, tort (including negligence) or restitution, or for breach of statutory duty or misrepresentation shall be limited to the lesser of:
  • 10x the price you have paid for cleaning that item; or
  • The depreciated value of the item as determined by the Fair Compensation Guidelines as provided by the Textile Services Association.

  • For the avoidance of doubt, we will only be liable for the damaged item. For example, if there is damage to trousers that are part of a suit, only the trousers can be subject to compensation (and not the whole suit). If any compensation is agreed then the items will not be returned but will be given to charity.
    12.6 We are not liable for items cleaned at “owners risk”. The following items shall be cleaned at “owners risk”:
  • Items with no care label;
  • Leather;
  • Suedes;
  • Furs;
  • Items containing any suede, leather or fur (eg. elbow patches);
  • Suede and leather garments or accessories (including handbags and shoes);
  • Belts, buckles, buttons and hoods;
  • Any ink marks left behind by our poly-marking label system;
  • Any item that you have agreed to be handled “at owners risk”; and
  • We will not be responsible for color loss, color bleeding, shrinkage or damage to weak and tender fabrics.


  • 13. HOW WE MAY USE YOUR PERSONAL INFORMATION

    13.1 How we will use your personal information
    We will use the personal information you provide to us to:

  • Provide the services;
  • Process your payment for such services; and
  • To inform you about similar products that we provide, but you may stop receiving these communications at any time by contacting us.
  • 13.2 We will only give your personal information to other third parties where the law either requires or allows us to do so.

    14. DELIVERY POLICY

    14.1 Scheduling pickup/delivery
    Your scheduled slot for delivery is an estimate of when our driver will be at the address provided. In rare occasions due to circumstances beyond our control, we may not guarantee that your items will be delivered or collected within a scheduled slot. In such a circumstance, we will keep you informed using the contact details which you have provided.
    14.2 Delays in pickup/delivery
    Should we be unable to deliver or collect your items within the estimated slot, we will aim to deliver or collect your items during the next delivery slot.
    14.3 Rescheduling your pickup/delivery slot
    In the event you will not be available during our scheduled slot for delivery or collection, you must inform us as soon as possible and in any event, not less than 3 hours before your scheduled slot. We will arrange another mutually convenient time for pickup/delivery with you and, depending on the value of your order, this may be subject to any additional charges.
    If the delivery driver attempts to deliver during your scheduled time slot, and there is no response, or the driver is unable to gain access to your premises, you will be informed. In these circumstances, we will endeavor to arrange another mutually convenient time, subject to availability. The delivery driver will make one further attempt to deliver before a redelivery cost of AED 10 will be charged.
    14.4 Delivery fees
    For selected areas, we offer a free collection and delivery service for orders totaling AED 40 and above. Should the order total be less than AED 40, a delivery fee will be charged.
    14.5 No shows
    We reserve the right to refuse or cancel an order if there is any reason to suspect our staff may be at risk of physical or verbal abuse, or if there have been repeated difficulties in attempting to make a delivery or collection, or if there are difficulties in accessing a customer’s premises.

    15. OTHER IMPORTANT TERMS

    15.1 We may transfer this agreement to someone else
    We may transfer our rights and obligations under these terms to another organization. We reserve the right to apply our best judgment and to transfer this agreement so that items can be cleaned using a different cleaning method
    15.2 Nobody else has any rights under this agreement (except someone you pass your guarantee on to).
    This agreement is between you and TNLC. No other person shall have any rights to enforce any of its terms.
    15.3 If a court finds part of this agreement illegal, the rest will continue in force
    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.
    15.4 Even if we delay in enforcing this agreement, we can still enforce it later
    If we do not request immediately that you fulfill any of your obligations under these terms, or if we delay in taking steps against you in respect of your breaking this agreement this will not diminish our rights or your obligations under this agreement.

    16. INDEMNIFICATION

    You agree to defend, indemnify and hold harmless TNLC, its affiliates and their employees, contractors, officers, directors and representatives from all liabilities, claims and expenses, including attorneys' fees, that arise from your use or misuse of the Service.

    17. GOVERNING LAW

    These Terms of Use will be governed by and construed in accordance with the laws of UAE, and the courts of Dubai will have non-exclusive jurisdiction over any claim or dispute arising under or in connection with these Terms of Use