Term And Condition
We strive for your complete satisfaction with our cleaning/repair services. If, for any reason, you are dissatisfied with the quality of our work, please reach out to us within 3 days. We will be happy to reprocess your garment without any additional charges (cleaning charges only) to ensure your satisfaction.
1. The Contract
The below terms will be applicable for any orders that are placed through this company website, company mobile App, email/telephone orders and routine collections. Please read the Terms carefully, placing the order with us is a confirmation of your acceptance of these Terms.
2. Placing Orders
Please ensure that you check all your details before submitting. We are not liable for any errors that you may make while placing an order or any errors on the collection/delivery address.
3. Service Commitment
We are committed to providing the top most quality to all customers. We offer a high quality dry cleaning service with our state-of-the-art machinery and finishing equipment.
4. FREE Collection & Delivery
Minimum order value applies for FREE Collection & Delivery with a Standard 2 or 3 day Turn-around time as per the service agreements.
5. Same day Service
Please book the collection before 10:00 am if you require the same day service. This is subject to availability of drivers and facilities. Same day service charge may apply.
6. Quality of Service
Your Satisfaction is our business! We continuously work towards improving our service quality. Should it occur that you are not completely satisfied with the quality of work, please contact us within 2 days of receiving your articles. We will re-clean your garments at no extra cost to you!
7. Re-cleaning Policy
If you are not satisfied with the cleaning service, you may return any dry-cleaned/ laundered articles for re-cleaning within two days of delivery provided that the article has not been used. We will re-clean the garments free of charge.
8. Unable to Keep up with the Schedule
We will take all necessary actions in order to deliver your garments within the committed time frame. Should there be a change in the collection/delivery schedule, we will make necessary arrangements to contact you and re-schedule the collection/delivery timing.
9. Care Labels
Today’s clothing comes with a much needed item, the care label. This label contains information regarding how to take care of the garment. Care labels are attached by the manufacturers to provide proper cleaning instructions. We carry out the cleaning as per the care label instructions. If the Care Label is removed or not present, we clean the articles under “Owner’s Risk”.
10. Garment Tracking Tags
We may place garment tracking tags, sometimes barcoded tags, inside the garments for tracking purposes. We try our best to place them discreetly. These tags are necessary for us to keep track your items within our factory. Should you have any concerns, please contact us.
11. Stain Removal
We aim to remove all stains but we cannot guarantee 100% stain removal. The chances of stain removal are reduced if any non-professional techniques have been applied such as the use of water or soda.
We treat problematic stains with great caution but sometimes to achieve results we need to use harsher techniques and chemicals. Should the need arise we will contact you before going ahead as certain stain removals can only be done at the customers own risk. We may not be able to guarantee the results.
Staining caused by water or condensation cannot be removed in the dry cleaning process and may become more prominent after cleaning.
12. Garment Loss/Damage Policy
Our Company follows standards and policies set by the Textile Services Association (TSA). Our Compensation policy is in line with Fair Compensation Guidelines provided by the TSA.
We exercise utmost care in cleaning and processing your garments. Care Labels of each garments is always checked for special instructions and cleaned as per the instruction provided on the care label. However, we cannot accept responsibility for defects or inherent weaknesses in garments which may result in tears, colour fade or development of small holes in fabrics that are not apparent prior to processing. In the cleaning process, we cannot guarantee against colour loss, colour bleeding or shrinkage. We are not responsible for sun fading, colour loss due to non fastness, wear and tear and shrinkage.
When the instruction on care labels is followed and the process causes damage, we will not be in a position to accept liability for such damages. The damages are caused primarily due to inferior items such as colour fastening, glues, lining, buttons, zips, etc used in the manufacturing process. However, we will provide you all the backup you require for you to resolve the matter with the manufacturer or retailer.
Certain stains or long term dirt may cause damage to the colours or the fabrics which may become visible only after cleaning. Most curtain fabrics fade during use, some areas can be more affected especially the edges. Removal of the dust and general soiling can on occasions make the fading more prominent after cleaning. Velvet is the most vulnerable material.
The customer should remove any detachable items or valuables such as buttons, belts, beading, linings, appendages etc, before giving for cleaning. We accept no liability for such items.
We accept no liability for damages to buttons, buckles or zips attached to the cleaning articles. These items wear off during the day to day use and may come off or crack at certain point during cleaning process and this damage is attributed to the normal wear and tear.
13. Lost Items/ Compensation
We take utmost care on all the items entrusted to us. Each item is labelled properly prior to proceeding with the cleaning process. However, if such case arises and we are unable to find your items, we will take full responsibility to compensate for the item lost.
Compensations paid to lost or damaged items are limited to Ten times the cleaning cost and subject to wear & tear policy guideline set by the Textile Services Association (TSA), whichever is lower.
14. Bag Wash Policy
Bag Washes or Service Washes are accepted as Small (up to 6Kg), Medium (7Kg to 10Kg) and Large (11 to 15Kg) washes. Customers are responsible to separate the light and dark colours. Any colour runs or damages within a Bag wash is customer’s responsibility. Bag Washes are washed at 40° maximum and dried at 60° temperature. We do not check items, quantities, stains or damages of items inside bags and do not take responsibility for any damage or missing items claims of Bag Washes. Customer is responsible to ensure that the items that they place inside Bag Washes can be washed at 40° and dried at 60° temperatures respectively.
We do not accept Shirts, bed linen, blankets, duvets, furniture covers, etc in Bag Washes
15. Leather/ Suede Policy
Suede & leather garments are examples of materials that have inherent weaknesses or defects in the material. They are subject to natural flaws. Cleaning policy set out by TSA for Leather/ Suede items are standard for all dry-cleaners. All Leather/ Suede garments are cleaned at customers own risk. The cleaning process may reveal an inherent weakness or defect in materials/ fabrics that may result in a damage. We will NOT accept liability for any damages caused during the cleaning process of Leather and Suede items.
16. Authorization for Cleaning
99% of the garments go through the cleaning process without any problems. However, we may come across a situation where the cleaning process could cause damage to the garment. In such cases, we will bring this to your attention and obtain your consent to proceed with the cleaning process. This will be cleaned “At Customers’ Own Risk” or “Owner’s Risk”.
17. Vouchers and Offers
All vouchers and offers, whether displayed on the website, advertisement, leaflet or any other means, have no monetary value and cannot be exchanged fully or partly for cash. They can only be redeemed as part or full payment on an order.
If a voucher is for more than the item cost in one order, the balance cannot be carried over to a future order. Vouchers are for the items specified only, and not exchangeable or transferable for other items or orders. Vouchers for multiple items are for items placed in the same order, unless otherwise stated. All offers and vouchers terminate at the end of the calendar year of issue, unless otherwise stated.
18. Privacy Statement
Aqua Clean respects your privacy. We do not sell, rent, or loan any identifiable information regarding specific customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented. When you place orders with Aqua Clean, the information you provide remains private and secure. We are committed to the protection of your personal and order information and we use the latest security technology to do so.
19. Statutory Rights
These terms and conditions do not affect your statutory rights as a consumer.
20. How we use the information we Collect
20.1 Your Personal Information
We asks you for specific personal information at the point of registration on our website, over the phone, emails or directly at our outlets. This is done in order to provide you with a better service.
We ask for your name, delivery address, telephone number, e-mail address and special delivery instructions in order to assist us to delivery your order on time and to the correct address. Our Customer Service staff will contact you if additional information is required about you or your order.
Your username and password allow us to ensure that no one else who may have access to your computer from ordering in your name without your consent or permission.
20.2 Online Surveys and Contests
From time to time, Aqua Clean may conduct surveys online that may ask you about certain specific pieces of information. Your participation is voluntary. We conduct these surveys in order to improve our services. Participants’ responses are not linked to your personal information on the site.