Terms & Conditions
As a member of the Textile Services Association Ltd we undertake not to restrict our liability under the general law and shall so far as is reasonably practicable.
1. Handle all clothes, linens, furnishings and other items accepted by us for processing with proper and due care and attention.
2. Investigate any complaint promptly and, if requested, reprocess, free of charge, any article which is unsatisfactory due to fault on our part.
3. Pay fair compensation for loss or damage due to negligence on our part.
4. Train our staff to be competent, courteous and helpful at all times.
5. Keep our shops, vans, containers and premises clean and tidy.
6. Maintain the highest possible standard of quality and service consistent with the price charged.
7. Display in shop premises a list of prices for standard articles.
8. Have all orders ready or delivered at the time stated, unless prevented by exceptional circumstances.
9. In the event of a dispute which requires arbitration, abide by an independent report carried out by a competent, mutually recognised test house on a ‘loser pays’ basis.
Please note that compensation where appropriate will be as per TSA guidelines, taking into account fair wear & tear.
Items without care labels are cleaned at owners risk.
Collection & Delivery
When we pick up an order from you we ask you to provide a list of the items you have given us. In the absence of such list, our count will be considered final.
Owner’s Risk
It’s rare for us to ask you to accept ‘owner’s risk’ on anything you leave in our care. On occasions however, we get asked to clean items that we believe may be problematic and we want to be sure that you understand the difficulties. We’ll always discuss our concerns and try to pin-point exactly what risks there may be. If you still want us to proceed we’ll ask you to accept the risk.
Full owner’s risk means that we will not take responsibility should something go wrong. The list of things that can go wrong is endless and sometimes difficult to anticipate. So whilst we’ll give you a realistic expectation of the likely outcome, we cannot be 100% sure. This may mean that a problem we didn’t or couldn’t foresee or didn’t specifically warn you about, might happen.
We don’t want things to go wrong, but if we tell you we will only clean your items on an owner’s risk basis you have to have realistic expectations and expect that a problem might occur.
Full owner’s risk doesn’t negate our responsibility to handle the item with care and carry out the most appropriate process to achieve the best possible result.
Examples of situations when we require owner’s risk:
* When there is no care label.
* When the care label gives conflicting instructions.
* When we know we have had problems in the past with similar items.
eg.: plastic piped trim/ polyurethane content in fabric/ hand painted fabrics.
* When there is evidence of wear & tear & we are concerned that the item might loose colour or fall apart in the process.
* When you have ‘had a go’ and then bring to us to sort the item out.
Problems can also occur when items have care labels
Occasionally problems may occur when items are processed even if they have a care label. Normally this can be attributed to a defect in manufacture of a garment, sometimes due to wear. When a manufacturer puts a care label on an item they accept responsibility that the item should be able to withstand the instructions for the reasonable lifetime of the item.
Sometimes, being human, we make mistakes. If you are disappointed with an item that we have had in our care we would ask you to:
* Return the item to the shop
Our Managers & Production staff are professionals and will do their upmost to resolve the matter. If this involves re-processing, it may mean that the situation cannot be resolved that day. If there is a clear defect in manufacture, the shop will give you a letter which you may wish to take back to the shop of purchase.
* If the shop cannot resolve the problem
or you would like the matter to be dealt with at a higher level, our shop staff will compete a form taking details of your email/postal address as well as precise and full details of the issue.
* The item will be then forwarded to our office
We will contact you within 10 working days to advise our position on the matter. If we are at fault we will ask for proof of purchase in order to determine suitable compensation based upon purchase price & age. In the absence of proof of purchase our liability will be limited to 5 times the cleaning cost.
* What can you do if you remain dissatisfied
In the event that third party advice is required we will suggest that contact is made with The Dry Cleaning Technology Centre They may recommend that an independent test is carried out to determine fault. If we are found to be responsible we will pay for the test & compensate you. DTC can be contacted via their website or by calling 01274 393286.