Service Terms and Conditions
1.
The contract
1.1 These Terms and Conditions apply to any Order we accept from
you via our website, mobile phone app, SMS or any other platform, including
direct to a retail premises. Please note that unless you accept these Terms and
Conditions, you should not place an Order.
1.2 These Terms and Conditions may change from time to time and
it is the current version which will apply to each Order when you place it.
1.3 Please read these Terms and Conditions carefully and make
sure that you understand them before placing an Order. The Terms and Conditions
restrict Our liability to you in certain circumstances. Please see paragraph
11. Please note any Delivery Orders with a value of less than €100.00 will be
charged €100.00 as a minimum, unless specified as part of a special offer.
1.4 If you need to contact Us at any time about an Order you may
do so as set out in paragraph 13.
2.
Definitions
2.1 When the following words with capital letters are used in
these Terms and Conditions, this is what they will mean
2.1.1 App: Elegant Cleaning’s website and mobile applications
2.1.2 Event Outside Our Control: any occurrence or circumstances
over which we have no control as described in paragraph 2 and including
(without limitation) the unavailability of any Service Provider, key personnel
or key materials without which We are unable to provide the Services;
2.1.3 Item: any garment or article received from you in
connection with an Order;
2.1.4 Order: your order for the Services as requested by you;
2.1.5 Services: personal dry cleaning or laundry services
collected from and delivered to your address or brought in to our shop;
2.1.6 Service Providers: any third party with which we contract
in order to assist us in providing the Services;
2.1.7 Terms and Conditions: these Terms and Conditions as
amended from time to time;
2.1.8 We/Our/Us: Elegant Cleaning.
2.2 When we use the words “writing” or “written” in these Terms
and Conditions, this will include e-mail.
3.
Placing an Order
3.1 Please ensure that you check the details of your Order
before submitting it as We will not be liable to you for any errors you make.
If you think that you may have made a mistake, please contact Us as set out in
paragraph 13. We will confirm any changes to your Order by email. Changes are
also dealt with under paragraph 4.
3.2 Submission of an Order does not create a contract between
us. The contract arises when We send you an email confirming acceptance of your
Order or when we give you a receipt.
3.3 We will assign an order number to each Order and inform you
of it when We accept the Order. Please quote the order number in all subsequent
contact with Us.
3.4 If for any reason We are unable fulfil your Order, We will
let you know by email, telephone call or text message.
4.
Changes to your Order
4.1 You may make a change to an Order at any time before the
collection time set out in Our email acceptance of your Order by contacting our
Customer Care at customersupport@elegantcleaning.ie by calling 01 960 9199.
4.2 With your consent and at our discretion, We may make a
change to your Order as an alternative to cancelling it in the circumstances
set out in paragraph 2 or in the exercise of our discretion under paragraph
8.3.
5.
Cancelling or Rescheduling your Order
5.1 You have the following limited rights to cancel an Order.
5.2 You may cancel your Order in the following circumstances:
5.2.1 at any time before the collection day set out in Our email
acceptance of your Order by contacting our Customer Support at customersupport@elegantcleaning.ie or by calling 01 960
9199.
5.2.2 after We have collected your Item(s) if We are affected by
an Event Outside Our Control by contacting our Customer Care at customersupport@elegantcleaning.ie or by calling 01 960 9199.
5.3 You acknowledge that (subject to paragraph 2.3) once an Item
has been collected from you we have begun to provide the Services to you and
that any rights of cancellation you may have under law or regulations will be
lost.
5.4 In the case that you require for your collection or return
window to be rescheduled whilst your originally agreed-upon window is within
the next two hours or outside of our office working hours 9am-5pm week days, Elegant
Cleaning reserves the right to apply additional fees for the reschedule. This
reschedule is subject to availability.
6.
Our rights to cancel your Order
6.1 We may cancel your Order and the contract between you and Us
in the following circumstances:
6.1.1 as a result of an Event Outside Our Control; or
6.1.2 if you fail to make Items available for collection; or
6.1.3 if we consider that any Item does not correspond with the
Order, is damaged, has no information about its content or cleaning
instructions, or does not fall within those Items which we accept.
6.2 If we cancel your Order we will contact you by phone or
email and
6.2.1 where We have already started work on your Order, We will
not charge you anything for Our service, however we may impose a
collection/delivery charge of up to €12.50 at Our sole discretion.
6.2.2 we will arrange to redeliver the Item(s) to you at the
original redelivery time or as soon as reasonably possible.
7.
Collection and redelivery
7.1 Subject to paragraph 12, We will use reasonable endeavours
to collect and re-deliver Items at the times specified in the Order but we
cannot guarantee to do so. We use our best endeavours to communicate any delay
to you by phone or email and to deliver orders to our customers within their
chosen timeslot, but exclude any liability for any and all consequential losses
which a customer may suffer as a result of late collection or delivery.
7.2 If you are not available to accept redelivery of Items, we
will contact you by phone or email to arrange redelivery at your convenience.
7.3 – If delivery is not possible due to customer being
unavailable at the designated time, a redelivery charge of up to €20.00 will be
charged for each consequent attempt of delivery. Elegant Cleaning will
endeavour to find a suitable redelivery time.
7.4 If you have failed to collect, accept or arrange redelivery
of an Item for more than 90 days after the delivery/collection date specified
in the Receipt/Order we may dispose of the Item or donate it to an accredited
charity of Elegant Cleaning’s choice.
7.5 You may arrange to have Items collected from, or
re-delivered to, a third party, on condition that you do so at your own risk
and the third party is prepared acknowledge delivery on your behalf.
7.6 You may, by written instructions to Us, request Us to leave
an Item in an agreed location. If you do so, it is at Our discretion and
entirely at your own risk and we shall not be liable to you for any damage or
loss of Items re-delivered on this basis.
8.
Service standards
8.1 We will provide the Services with reasonable care and skill
in accordance with good industry standards.
8.2 We will not be liable for any delay or non-performance of
our Services where you have failed to provide accurate information in your
Order, for example if an address is incomplete or inaccurate, or if you fail to
accept redelivery of Items in accordance with an order
8.3 We will not be liable for any Items submitted to us that
have an increased risk of damage, including, but not limited to, Items:
8.3.1 with special requirements or instructions for cleaning;
8.3.2 with no label indicating cleaning instructions;
8.3.3 which are damaged or stained; and
8.3.4 bearing an extraneous or hazardous thing, e.g., pins,
jewellery, coins, pens, etc.
8.3.5 at Our discretion We may provide the Services at your risk
in respect of those Items above.
8.4 Wash and Fold Orders
8.4.1 Checking Items
Please ensure to thoroughly check all the garments for hazardous
items e.g. coins, pens, keys, etc. as we hold no responsibility for any items
lost or damaged as a result of the cleaning process.
8.4.2 Washing and Drying Process
The load is washed at a maximum 40 degree cycle and tumble dried
in a commercial gas dryer. Please note that the items are not ironed.
8.4.3 Colour Separation
If you wish for colours to be separated, you must separate the
clothes into lights and darks and add separate bag washes to your Order in
order them to be washed separately. Although we will attempt to always
add a ‘colour catcher’ to each load, we will accept no responsibility if there
is any bleeding or colour transfer during the cleaning process.
8.4.4 Size of Bag
We will measure the laundry by weight and charge according to
Our specified weight sized bags. We will update the Order to the appropriate
size after we have weighed it at the facility. The weight options specified at
ordering stage is the maximum allowable weight for the bag. If the weight
of your bag exceeds the maximum allowable weight of your chosen bag, you will
charged at the appropriate bag weight price.
8.4.5 Damaged Items
We will not be liable for damage to items as we wash by the load
and do not inspect the care labels of each garment. For garments that need to
be specially treated i.e. leather, silk, cashmere, fur, velvet and other
delicate garments, please ensure that these items can be machine washed and
tumble dried.
8.4.6 Tagging
Laundry items are tagged by the load and not individually
tagged. Therefore, we cannot accept any liability for missing items.
9.
If there is a problem with the services
9.1 If there is any problem with the Services:
9.1.1 please contact our Customer Care by email at customersupport@elegantcleaning.ie or call 01 960 9199 as detailed on the App
and tell Us as soon as reasonably possible;
You will not have to pay for Us to deal with your complaint.
9.2 Complaints should be notified to Us within 24 hours of
redelivery of any Item or collection from our shop as appropriate.
9.3 As a consumer, you have statutory rights if our Services are
not carried out with reasonable skill and care, or if the materials used are
faulty or not as described. Advice about your legal rights is available from
your local Citizens’ Advice Bureau. Nothing in these Terms and Conditions will
affect these legal rights.
10.
Price and payment
10.1 The price of the Services will be set out in Our price list
as set out at www.elegantcleaning.ie and will be the price in force at the time
you place your Order. Our prices may change at any time, but price changes will
not affect Orders that We have accepted in accordance with paragraph 3.2 or 4.3
10.2 Our prices include VAT at the appropriate rate. However, if
the rate of VAT changes between the date we accept your Order and the date of
payment, We will have to adjust the rate of tax that you pay.
10.3 Paying by card. Upon placing an Order we seek authorisation
and capture the payment amount but do not directly charge your card. We process
payments when we have received your Order at the facility and may update the
amount charged either upwards or downwards to reflect the items that we have
actually received. We will take payment from the debit or credit card, details
of which were supplied with your Order. If for any reason we are unable to take
payment you will become liable to Us for the sum due plus interest at the rate
5% a year above the current refinancing rate of the European Central Bank.
Interest will accrue on a daily basis from due date until the date of actual
payment of the overdue amount, whether before or after judgment. You must pay
Us interest together with any overdue amount.
10.4 Paying by cash. Upon collection, payment should be made in
full. When we have received your Order at the facility, we may update the
amount due either upwards or downwards to reflect the items that we have
actually received. If a refund is due, this will be paid on delivery of your
items. If a further amount is required, we will let you know in advance
and this must be paid on delivery. Payment in full is required before
garments are handed over. If for any reason we are unable to take payment you will
become liable to Us for the sum due plus interest at the rate 5% a year above
the current refinancing rate of the European Central Bank. Interest will accrue
on a daily basis from due date until the date of actual payment of the overdue
amount, whether before or after judgment. You must pay Us interest together
with any overdue amount.
11.
Our liability to you
11.1 In the unlikely event of loss or damage to an item, Elegant
Cleaning will pay compensation in line with standard industry guidelines. Our
total liability to you in respect of each Item is limited to ten times the
price we charge for the Services, but not more than €40.00 per item, given a
proof of purchase is provided, showing the date of purchase and the value of
the item.
11.2 Subject to the following sub paragraphs, we will compensate
(in accordance with 11.1) for loss or damage which is due to Our Negligence.
11.2.1 We will not be responsible for any single item valued at
more than €55.00
11.2.2 We will not be responsible to you for any loss or damage
that is foreseeable. Loss or damage is foreseeable if it is an obvious
consequence of Our breach or if it was contemplated by you and Us at the time
we entered into a contract for the Services.
11.3 If you use the Services for any commercial, business or
re-sale purpose, We have no liability to you for any loss of profit, loss of
business, business interruption, or loss of business opportunity.
11.4 We will not be responsible for any loss or damage
(including, without limitation) any colour loss, shrinkage or other damage,
resulting from the following:
11.4.1 failure to notify us of any special requirements or
instructions for cleaning the Item;
11.4.2 the fact that the Item has no label indicating cleaning
instructions;
11.4.3 any existing damage to the Item at the time of arrival
into our facility;
11.4.4 any extraneous or hazardous thing left in or on the Item,
e.g., pins, jewellery, coins, pens, buttons or embellishments, belts etc.;
11.4.5 our acceptance of Items which we agree to provide the
Services for under paragraph 8.3;
11.4.6 our agreement … paragraph 7.3;
11.4.8 our disposal of Items under paragraph 7.4;
11.5 We will not be liable for any consequential loss.
11.6 We will not be liable for any damage to buttons, zips, and
other similar parts (fastenings/embellishments/etc.).
11.7 In the event we issue compensation for damage caused to an
item(s) in our care Elegant Cleaning reserves the right to retain permanent
ownership of damaged item(s).
12.
Events Outside Our Control
12.1 We will not be liable or responsible for any failure to
perform, or delay in performance of, any of Our obligations under these Terms
and Conditions that is caused by an Event Outside Our Control.
12.2 An Event Outside Our Control means any act or event beyond
Our reasonable control, or the reasonable control of any of our Service
Providers 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, flood, earthquake, subsidence,
epidemic or other natural disaster, or closure or failure of public infrastructure
or public or private telecommunications networks.
12.3 If an Event Outside Our Control takes place that affects
the performance of Our obligations under these Terms and Conditions:
12.3.1 We will contact you as soon as reasonably possible to
notify you; and
12.3.2 Our obligations under these Terms and Conditions will be
suspended and the time for performance of Our obligations will be extended for
the duration of the Event Outside Our Control; or
12.3.3 You may cancel your Order under paragraph 5.3 or We may
cancel it under paragraph 6.1.1.
12.3.4 If your Order is cancelled We will return your Item(s) to
you at no cost to you.
13.
How to contact us
13.1 If you have any questions or if you have any complaints,
please contact Us. You can contact Us by e-mailing Us at CustomerSupport@ElegantCleaning.ie, or calling our Customer Care
at 01 960 9199.
13.1 If you wish to contact Us in writing, or if any paragraph
in these Terms and Conditions requires you to give Us notice in writing, you
can send this to Us by e-mail at CustomerSupport@ElegantCleaning.ie. We will confirm receipt of
this by email. If We have to contact you or give you notice in writing, We will
do so by notification via the App or by e-mail to the address you provide to Us
in the Order.
14.
How we may use your personal information
14.1 We will use the personal information you provide to Us to:
14.1.1 provide the Services;
14.1.2 process your payment for such Services; and
14.1.3 inform you about similar products or services that We
provide, unless you indicate that you do not wish to receive such
communications by clicking the ‘Unsubscribe’ link at the bottom of any Elegant Cleaning
promotional email communication.
14.2 We will not give your personal data to any third party
other than any Service Providers
15.
Elegant Cleaning Quality Guarantee
15.1 We check each and every garment before it is returned.
However, if you are not completely satisfied then simply contact us within 24
hours of delivery and we guarantee to re-clean your items free of charge. Any
re-clean requests submitted after 24 hours will be considered on a
discretionary basis.
15.2 To request re-cleaning for your items please email our
Customer Care team at customersupport@elegantcleaning.ie or call 01 960 9199, explain the problem and
attach any relevant photos. A Customer Care agent will contact you to arrange a
suitable time for recollection.
16.
Re-cleaning policy
16.1 The re-cleaning only applies to individual items which have
been cleaned by Elegant Cleaning.
16.2 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.
17.
Vouchers and promotions
17.1 Vouchers are subject to expiry dates and value for
particular promotions.
17.2 These Terms and Conditions apply to all Elegant Cleaning vouchers
and are subject to Elegant Cleaning’s full service Terms and Conditions and
website Terms and Conditions.
17.2 Vouchers cannot be used in conjunction with any other Elegant
Cleaning voucher or any other offer.
17.3 Only one voucher or code may be used per transaction.
17.4 Vouchers are strictly non-transferable, and have no cash
value. Placing a voucher for sale is strictly prohibited and renders the
voucher void.
17.5 Elegant Cleaning reserves the right to reject a voucher
with reasonable cause.
17.6 Elegant Cleaning reserves the right to withdraw any offer
at any time and without warning.
17.7 To redeem a voucher you must present the code found on the
voucher at checkout.
17.8 The minimum order value for orders using a voucher code is
€100.00, after the voucher discount.
17.9 Once received, vouchers must be used within a 12 months.
18.
Other important Terms and Conditions
18.1 We may transfer Our rights and obligations under these
Terms and Conditions to another organisation, and We will always notify you in
writing if this happens, but this will not affect your rights or Our
obligations under these Terms and Conditions.
18.2 This contract is between you and Us. No other person shall
have any rights to enforce any of its Terms and Conditions.
18.3 Each of the paragraphs of these Terms and Conditions
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.
18.4 These Terms and Conditions are governed by Irish law and
will be subject to the exclusive jurisdiction of the Irish courts.
