Terms of service

Laundro is operated by Hannah Swift, a sole trader trading as Laundro. We are not VAT registered.

Our business address for correspondence is:

16 Lodge Road Bradford West Yorkshire BD10 0RF

Collection and delivery only. Our premises are not open to customers. We cannot accept customer visits, laundry drop-offs or pick-ups.

For enquiries, changes, cancellations or complaints, email hello@laundro.co.uk. You can message us on WhatsApp or call 07490 935948 by phone or WhatsApp. Messaging is through WhatsApp; SMS is not a supported channel.

Customer support is Monday to Friday. We aim to reply within two working days. We may reply sooner or outside those days, but do not promise that. This support aim does not replace any applicable legal response deadline.

For urgent collection-day or return-day changes, please message us on WhatsApp. We monitor that channel seven days a week for operational changes. You can still make a cancellation through any supported contact channel; its validity does not depend on us replying first.

These terms apply to the laundry services we agree to provide. A booking or individual regular-collection confirmation records the particular services, price and arrangements agreed with you. Applicable consumer rights remain available where you are buying mainly for personal use. Our common operating rules also apply to business customers, while statutory consumer rights depend on the nature of the purchase.

For website bookings, the contract is made when we verify that checkout is complete and payment is confirmed, or that no payment is required. Starting payment or receiving a preliminary payment acknowledgement alone does not confirm a booking. We provide your accepted booking details, these terms and cancellation information in a confirmation you can keep, before we begin the service.

Choose from the services and options available when you book. We perform our services with reasonable care and skill. Each customer's laundry is washed separately. Currently, Hannah handles washing, drying, ironing and folding, including colour sorting and care-label checks. Collections and returns are handled by Hannah and the other member of the Laundro team.

Ironing is available only as part of our Wash, Dry & Iron 6kg service. We do not offer ironing-only or dry-cleaning services.

Website bookings have a £14 minimum order. Standard collection/return charges and any selected extras are shown before payment. The current next-day option costs £3 extra, where available. A reusable Laundro bag costs £4, when offered and selected. Your own suitable bags can be used without that bag charge. Individually arranged regular-collection prices are confirmed separately.

The booked service, size and quantity determine the price. Kilogram allowances refer to the dry weight of your laundry, excluding bags and packaging. We weigh laundry before treatment. Service-page clothing examples are rough guides to help you choose; garment sizes and materials vary.

If your load is clearly smaller than the booked option, we will contact you and refund the appropriate difference. If clearly larger, we will explain the difference before processing extra laundry. You can agree to an invoice for the additional service, or ask us to process only the amount covered by your order and return the remainder untreated, separately bagged, with the serviced laundry. Small differences are handled generously without adjusting the price. Having a stored payment method does not itself authorise an additional charge.

If another change to the booked service is needed, we will explain the options and agree any revised service or price before proceeding.

Collection eligibility depends on your exact postcode and the address we agree to serve. General descriptions of neighbourhoods or postcode districts do not guarantee that every address is eligible. Booking dates and available services are shown or agreed before the booking is confirmed.

Please empty pockets completely and keep different booked services in separate bags. Remove tissues, coins, pens, sharps, lighters, matches, vapes, batteries, liquids and other loose objects. Tell us about known damage, stains, previous treatment and relevant care instructions. Please provide practical laundry instructions rather than unnecessary medical or other sensitive personal information.

We check care labels and sort colours. Where an item or its instructions raise doubt about safe treatment, we will pause and contact you. We cannot promise to detect every hidden defect or remove every stain.

You can request bio or non-bio detergent in your booking notes. Specific detergent brands or fragrances are not normally custom options. If a particular requirement is essential, tell us before treatment so we can confirm whether we can meet it. Please discuss customer-supplied detergent with us before booking; we accept it only where specifically agreed. You do not need to provide medical explanations to make a practical care request.

Our ordinary machine-wash/tumble-dry service excludes:

• Items unsuitable for the processes required by the booked service, including delicate or dry-clean-only garments.
• Bath mats and all footwear.
• Exceptional contamination, such as faeces, vomit, urine-soaked items, substantial blood/body-fluid contamination, used nappies or laundry needing specialist clinical decontamination. Ordinary worn laundry and everyday stains are accepted.
• Fuel, solvents, hazardous chemicals, paint or significant oil/grease contamination, including heavily oily workwear or textiles. A prior wash does not automatically make an oily item suitable for drying.
• Known or suspected active pests, significant mould or hazardous deterioration.
• Excessive mud, sand, grit, plaster, cement, loose waste or similar debris unsuitable for normal laundering.
• Pet bedding/animal textiles, rugs, carpets, weighted/electric blankets and other specialist or unbooked bulky items unless we have specifically reviewed and accepted them. Suitable duvets booked through the catalogue remain eligible, subject to their care instructions, condition and safe equipment/programme capacity.
• Fragile embellishments, damaged/leaking fillings or foam/rubber backing that make the intended machine or programme unsuitable.

Please discuss unusually valuable or irreplaceable items with us before booking so we can consider suitability. No fixed item-value acceptance threshold is stated in these terms.

If we find an unsuitable item after collection, we will pause or decline its treatment, explain why and agree a safe return or another appropriate arrangement. Hazardous or contaminated items may need handling separately from clean laundry. If the rest of the laundry can be processed safely, we will agree any revised service and price before proceeding.

We will refund service not supplied, retaining only a fair, lawful amount for work actually completed. We do not impose an automatic refusal/return penalty, take the whole payment simply because one item is unsuitable, or acquire a general right to dispose of your belongings. An exceptional handling arrangement or new charge must be discussed and agreed first.

We currently operate seven days a week. Standard three-day turnaround means calendar days, including weekends and bank holidays. We confirm the collection and return arrangements for your booking. If our operating schedule changes in future, we will communicate any effect on an existing booking and agree suitable arrangements.

Where next-day is offered and selected, your laundry is returned within 24 elapsed hours of actual collection, including weekends and bank holidays. For example, a Monday 2pm collection means return no later than Tuesday 2pm. The agreed return window will fit within that deadline unless a different arrangement is agreed with you.

We send a two-hour handover window on the day of collection or return, usually a few hours beforehand. An individually agreed shorter window for a regular service is recorded in its confirmation. Please ensure we have a suitable contact number and let us know promptly if the arrangement will not work for you.

We prefer to hand laundry to someone at the door. If you want a safe-place collection or return, give specific instructions about the location and whether they apply to collection, return or both. Permission for one does not automatically apply to the other. We will not assume an unagreed doorstep is authorised because nobody answers.

Choose a secure, sheltered and accessible location and protect your laundry from the weather. You accept the risks of leaving it unattended before collection and after we correctly return it to your authorised place and send confirmation, where the loss is not caused or contributed to by our fault. We remain responsible where our failure to take reasonable care, follow agreed instructions or meet our obligations causes or contributes to loss or damage. If the place is unsuitable or instructions cannot safely be followed, we will contact you to agree another arrangement.

If nobody answers, we will knock/ring, try calling and send a WhatsApp message, allowing a reasonable opportunity to respond. We may use a suitable expressly authorised safe place; otherwise we will arrange another available slot. Laundry already in our care will remain secure. A reattempt is subject to availability and is not guaranteed the same day.

There is no missed-handover or reattempt fee for now. If difficulties recur, we will discuss a more workable arrangement with you before a future booking.

If we cause a delay or missed handover, we will explain promptly and work with you on suitable alternatives, without charging for the corrective visit. Rearrangement does not remove any applicable refund or other legal remedy.

Before collection

You can cancel before collection for a full refund, including on collection day. There is no cancellation fee for now. Date changes are free, subject to available slots. Please tell us as soon as your plans change, ideally before collection day.

After collection

Contact us promptly if you want to cancel. We will stop further avoidable work where practicable, arrange safe return and refund the unused service amount. Any amount retained must be a fair, lawful proportion for work actually supplied under the agreed terms; there is no automatic administration or cancellation penalty. Starting one part of a load does not automatically make the whole order non-refundable.

Consumer cooling-off rights and an early start

If you are a consumer making a laundry-only service contract at a distance, you normally have a 14-day cancellation period, counted from the day after the contract is made. You can exercise the right from the time the contract is made. A contract that also supplies a new reusable bag can have a different cancellation clock, explained below.

If you want us to start during that period, we need your express request and must provide the required cancellation/payment information. If you then cancel before completion, you may have to pay a proportionate amount for service already supplied, where the legal conditions are met. Our free pre-collection cancellation policy still applies.

For a laundry-only service contract, the statutory cooling-off right ends on full performance only if the service began with the required request and your acknowledgement that this right would end when fully performed. For a collection, cleaning and return booking, completion includes the agreed return; finishing a wash alone does not end the right. Completing the laundry does not itself end continuing goods-related cancellation rights in a mixed order. Your rights where something goes wrong remain available after completion.

You can cancel by any clear statement through our supported contact channels. You may use the form below, but do not have to. A request does not depend on us having replied within support hours to be valid.

Refunds and service problems

If we cannot fulfil a booking, we will offer a suitable rearrangement or refund for the unprovided service. If no service has been supplied, that is a full refund. You do not have to accept store credit.

Where there is a cleaning-quality problem for which we are responsible, an appropriate safe rewash/redo is free. If repeat performance is impossible or cannot be provided within a reasonable time without significant inconvenience, an appropriate price reduction/refund may be due, potentially up to the full service price. Other applicable remedies remain available.

Refunds are made promptly to the original payment method unless you expressly agree otherwise, without an administration/payment-processing deduction. Statutory service-cancellation refunds are made without undue delay and within 14 days of being told you are cancelling. An agreed statutory service price-reduction refund is made within 14 days of our agreement that you are entitled to it. Bank processing time may affect when money appears in your account.

Reusable bags

Where a contract combines a new reusable bag and laundry services, the distance-sales cancellation period normally ends 14 days after the day you receive the bag. The service may start within that period at your express request, with lawful proportionate payment for work supplied where the required conditions are met. Completing the laundry does not itself end the right to cancel and return the bag. We explain the applicable cancellation information before you book.

Tell us before the applicable cancellation period ends if you wish to cancel. We offer free collection of the bag at a time agreed with you. Please keep it safe and available for that collection. As we offer to collect, you do not have to arrange postage or meet a separate 14-day posting deadline. Our premises remain closed to customer visits, drop-offs and pick-ups.

We may agree to refund you without requiring the bag to be returned, for example where collection would be disproportionate. We will tell you if we waive return; this does not affect your right to the applicable refund.

We refund the bag price and any delivery amount required by law without undue delay, no later than 14 days after the day you tell us you are cancelling. Because we offer collection, we do not postpone that refund deadline while waiting to collect the bag. Refunds use the original payment method unless you expressly agree otherwise, with no refund or collection fee. Any payment lawfully due for laundry already supplied is assessed separately under the conditions above.

The bag must be of satisfactory quality, fit for purpose and as described. If it is faulty or misdescribed, contact us: your applicable rights to rejection/refund, repair or replacement remain available, and we cover necessary return/collection costs when putting a valid problem right. These rights are separate from a change-of-mind cancellation.

We may arrange weekly, fortnightly or other regular collections for suitable customers on request. These are arranged directly with Laundro; public website subscription signup is not currently available.

Before an arrangement starts, we confirm the services, frequency, prices, billing arrangements and any agreed benefits in writing. Discounts, priority collection/return, shorter windows and extra flexibility apply where individually agreed; they are not universal membership promises.

There is no separate membership fee, minimum commitment or cancellation penalty. You can cancel by contacting us at any time. Cancellation takes effect when you notify us and does not depend on us replying first. We will confirm cancellation, stop future collections and billing, and refund unused prepaid service amounts where due. If a payment for a cancelled, unprovided collection is already being processed, we will correct/refund it as appropriate; this does not mean a pending card transaction disappears instantly. Charges lawfully due for work already supplied remain payable. The cancellation/refund provisions above apply to work already underway.

Payment is by invoice or an expressly agreed automatic card arrangement through Stripe. A card stored with Stripe does not by itself authorise recurring or extra charges. Your individual confirmation records the agreed payment schedule.

Skips, pauses and changes are handled directly with us. We confirm the affected dates and any billing adjustment. Availability depends on the requested change. There are currently no website self-service skip controls.

Please check your returned laundry and report a problem as soon as reasonably possible after discovering it. Contact hello@laundro.co.uk or use the telephone/WhatsApp contact above. There is no automatic 24/48-hour claim cutoff.

Tell us which item/order is affected. Useful evidence may include photos, approximate age and previous condition, and purchase/value evidence if available. We accept reasonable alternatives where there is no original receipt. We will investigate our handling and instructions, search promptly for missing items, explain our findings and keep you updated. We aim to reply within two working days; some investigations may take longer.

Where we are responsible and a satisfactory repair is appropriate, we will agree a suitable professional repair or reasonable repair cost with you. For loss or irreparable damage, we will assess fair compensation for the actual loss, considering the item's value before the loss, age, condition and evidence of a comparable replacement. We do not impose a fixed depreciation formula or a cap based on a multiple of the cleaning price.

An appropriate reduction/refund of the affected cleaning charge may be due alongside garment compensation. Credit or a free future service is optional, not the only remedy. We do not make a valid remedy conditional on an insurer accepting a claim, and nothing in this process removes other applicable legal remedies.

Please contact hello@laundro.co.uk with a complaint and enough information to help us investigate. We will explain our findings and work with you to put a valid problem right. You can also use our telephone/WhatsApp channels. This process does not make our decision final or prevent you using applicable legal remedies.

Our privacy and cookie notices explain how we handle personal information and website storage. Agreeing to these service terms is not agreement to optional marketing or analytics.

We may update these terms for future bookings. An update does not silently change an existing booking, individually agreed regular price/benefit or payment authority. We will communicate and agree relevant changes to an ongoing arrangement.

You can use this form or make any other clear cancellation statement.

To Hannah Swift trading as Laundro, 16 Lodge Road, Bradford, West Yorkshire, BD10 0RF; e-mail hello@laundro.co.uk:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Additional optional information, outside the model form: your order reference, if known.