Terms of Service Agreement

1. General Service Scope and Acceptance

We offer professional laundry services, including the washing, drying, and folding of clothing and related household items. These services are provided via pickup and delivery, either to your designated location or via approved smart lockers. Our services are available in specific service zones in Jamaica, as published on our website or mobile app, and are subject to change.

By using our Service, you confirm your understanding and acceptance of these Terms, which are governed by the laws of Jamaica.

2. Customer Responsibilities

As the customer, it is your responsibility to check all garments for personal items such as money, jewellery, pens, keys, and electronics before placing them out for pickup. We are not responsible for any items left in pockets or attached to garments, nor for any resulting damage to the clothing or our equipment.

You must ensure that each item is properly classified and suitable for machine washing and tumble drying. Items that are delicate, fragile, or not suited to our standard wash and fold process are submitted at your own risk.

You must also provide accurate contact information, addresses, locker access codes (if applicable), and any special pickup or delivery instructions. We are not responsible for delays, losses, or errors that result from incorrect or incomplete information.

Items must be placed securely in clean containers or the designated laundry bags provided or approved by us. We reserve the right to refuse collection of items that are improperly packed.

You are also responsible for ensuring that the designated location for pickup or delivery is secure and accessible. If you instruct us to deliver to an unattended location (such as a front gate, porch, or concierge), you assume all associated risks.

3. Garment Care and Limitations

We will handle your garments with care and process them according to industry best practices. We follow the manufacturer's care labels when provided. However, we are not liable for damage to garments with pre-existing defects such as holes, weak seams, faulty zippers, or fading that may become more noticeable during laundering.

We are not responsible for color bleeding, shrinking, or fabric wear that may occur during the normal wash and dry process. Where a care label is missing or unclear, we will use our best judgment, but we do not guarantee a specific result.

Items provided under our standard wash and fold service are washed together in cold water and tumble dried on medium heat. We are not responsible for damage to any item that is not compatible with this standard process.

4. Use of Laundry Lockers (If Applicable)

If you use our locker service, you are responsible for placing your laundry items securely inside the assigned locker and ensuring that the locker is properly locked using the instructions provided. Our responsibility for your items begins only after our team has retrieved them from a securely locked locker.

Once your cleaned garments have been placed in the designated locker and we have sent a pickup notification via SMS, email, or app, you assume full responsibility for the security of your items. You must retrieve your laundry within 24 hours of receiving this notification. Items left in a locker beyond this period may be removed and stored at our facility, and a storage fee may be charged for retrieval.

Any items not collected from storage or lockers within 30 days of the pickup notification may be considered abandoned and may be donated to charity without compensation to you. Lockers must be used exclusively for the drop-off and collection of laundry related to our Service. You must not store personal belongings, garbage, or hazardous materials in our lockers. You may be held liable for damage resulting from misuse.

5. Limitation of Liability

While we take all reasonable steps to safeguard your clothing, any claim for a missing item must be reported within 48 hours of delivery.

If an item is damaged due to our fault, we may, at our discretion, attempt to repair it, offer a credit, or compensate based on the item's depreciated value. The maximum liability for damaged items is also limited to ten times the cleaning fee charged for the affected item.

We are not responsible for garments delivered to an unattended location at your request. If your delivery location is unsecured or unlocked, including an unattended locker, concierge desk, or doorway, you assume all risk of loss, theft, or damage.

Our internal count of garments received at our processing facility is final. Any discrepancies with your stated count will be investigated using our internal records, and we are not liable for errors in customer-declared quantities.

6. Disclaimer for Customer Errors

You are solely responsible for submitting accurate information. We are not liable for losses or additional costs resulting from errors such as incorrect contact information, wrong delivery addresses, invalid locker codes, or inappropriate item classification.

If you select a service that is not appropriate for a particular item (for example, sending a fragile garment in a standard wash bag), you accept full responsibility for the outcome, including potential color fading, shrinkage, or damage.

We will not entertain claims for discrepancies in item counts that differ from our official intake record at the processing facility.

7. Claims Process

Claims for lost or damaged garments must be submitted within 48 hours of receiving your completed order. Claims must be made via email at 876@laundrylab.org or by phone at 1 (876) 593-7105. The item in question must be returned to us for inspection.

Failure to report the issue within 48 hours constitutes a waiver of the claim. All claims will be reviewed and resolved at the sole discretion of Laundry Lab Company Limited.

8. Payment, Fees, and Credit Card Authorization

Prices for our services are subject to change and will be displayed on our website or app. Payment is due at the time of order placement unless otherwise agreed. All sales are final and non-refundable, except as specifically provided in these Terms.

By entering your credit card or payment details, you authorize Laundry Lab Company Limited and our secure third-party payment provider to charge your card for services rendered, including applicable taxes and fees.

We use PCI-DSS–compliant systems to process payments securely. We do not store your full card number on our servers. You also authorize us to retain your card on file for future transactions and for settling any outstanding balances. You are responsible for ensuring that your payment information is valid and up to date.

In the case of a failed payment, we reserve the right to delay or withhold delivery until the account is settled. We may also charge late fees for overdue balances. If you believe a charge is incorrect, please contact our customer support before initiating a chargeback with your bank.

9. Privacy and Data Protection

We are committed to protecting your privacy and processing your personal data in accordance with the Jamaica Data Protection Act (2020). Our Privacy Policy, available on our website, outlines how we collect, use, and protect your data, including order history, payment details, and locker usage.

By using our Service, you consent to the data practices outlined in the Privacy Policy.

10. Force Majeure

We are not liable for any delay or failure to perform our obligations due to circumstances beyond our control. These include, but are not limited to, hurricanes, flooding, earthquakes, power outages, public health emergencies, civil unrest, strikes, acts of war or terrorism, government restrictions, and transportation disruptions.

In such events, we reserve the right to suspend or delay our services without liability until normal operations can resume.

11. Termination of Service

We may suspend or terminate your access to the Service if you violate these Terms, engage in fraudulent conduct, fail to make timely payments, or if we determine your use of the Service poses a risk to our business or other customers.

You may cancel your account at any time by contacting our customer support.

12. Governing Law

These Terms and any disputes arising from the use of our Service shall be governed by the laws of Jamaica. Any legal proceedings must be brought before the appropriate courts in Kingston and St. Andrew, unless otherwise agreed in writing.

13. Modifications to Terms

We reserve the right to amend these Terms at any time. The latest version will be posted on our website or app. Continued use of the Service after changes are posted constitutes your acceptance of the updated Terms.