Garment Care, Liability & Compensation Policy

Effective from: 1st January 2026

This policy governs all garment care, dry cleaning, laundering, alterations, and collection and delivery services provided by Hyper Laundry Ltd.

Statutory Rights Protected: Nothing in this agreement excludes, limits, or restricts any statutory rights you hold under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other mandatory provisions of UK law.

1. Statutory Standard of Service

In accordance with Section 49 of the Consumer Rights Act 2015, we undertake to perform all services with reasonable care and skill. We use professional-grade equipment, eco-friendly solvents, and industry-accepted techniques tailored to fabric composition, item condition, and care instructions.

2. Pre-Existing Conditions & Inherent Material Risks

While reasonable professional diligence is exercised when inspecting and handling items:

• Garments and textiles may undergo physical changes due to age, extended wear, perspiration, light/heat degradation, or manufacturing inconsistencies.
• Inherent manufacturing weaknesses—such as unstable dyes prone to bleeding, differential fabric shrinkage in blended garments, weak internal seams, or failing adhesives in heat-bonded hems—cannot always be detected prior to processing.
• We cannot accept liability for damage, fibre breakdown, or colour variation resulting from these pre-existing inherent characteristics, except where the damage directly arises from our failure to exercise reasonable care and skill.

3. Care Labels & Missing Cleaning Instructions

• Manufacturer Care Labels: Where care labels are present and legible, we follow manufacturer guidance. If an item sustains damage despite adherence to its stated care label, liability resides with the garment manufacturer or retailer rather than the service provider.
• Missing or Incomplete Labels: Where labels have been removed, are illegible, or provide conflicting care guidance, our team will apply professional judgement to determine the safest cleaning protocol. If we identify an unusual or disproportionate risk of adverse reaction, we will contact you for confirmation before proceeding.
• Non-Cleanable Items: Where a garment label advises "Do Not Wash" and "Do Not Dry Clean," processing will occur only following your explicit instruction and informed consent regarding the associated risks.

4. Pockets, Detachable Items & Customer Due Diligence

• Item Inspection: While our staff perform a routine visual scan of garments prior to dry cleaning and pressing, customers remain primarily responsible for inspecting and clearing all pockets and removing loose accessories before handover.
• Items to Remove: Please ensure all cash, cards, jewellery, watches, pens, makeup, detachable belts, brooches, cuff links, and removable collar stiffeners are taken off items prior to collection.
• Liability for Contents: We accept no responsibility for the loss of valuables or personal items left inside pockets.
• Secondary Damage: To the extent permitted by law, we are not liable for colour transfer, staining, or fabric tears caused to your items or others by undeclared pocket contents (such as ink pens, lipsticks, hand sanitisers, or coins), unless such damage was directly caused by our oversight of an obvious and declared hazard.

5. Specialist & High-Risk Items

Certain materials possess delicate or non-uniform properties requiring specialist cleaning methods:

• Suede, leather, sheepskin, and natural or faux fur
• Beaded, sequined, or embroidered ceremonial wear and wedding gowns
• Curtains, heavy drapery, and loose upholstery
• Vintage, antique, or delicate unlabelled heirloom pieces

Where our technicians determine that an item carries an elevated risk of dye migration, trim degradation, or textural change, we will discuss these risks with you before initiating service.

6. Stains & Colour Restoration

• We apply professional spotting agents and techniques, but complete eradication of every stain cannot be guaranteed.
• The permanence of a stain depends on the substance, the fabric substrate, duration of exposure, exposure to heat or sunlight, and previous domestic stain removal attempts.
• To prevent fibre rupture or colour lifting, our technicians will halt stain removal treatments if continued mechanical or chemical action risks permanent fabric damage.

7. Service Wash (Bulk Wash, Tumble Dry & Fold)

• Bulk Processing: Service Washes are bulk-washed and tumble-dried at standard commercial temperatures.
• No Individual Label Checks: Unlike dry cleaning and individual garment care, bulk service wash loads are not sorted by individual care label. Customers are responsible for verifying that all items in a service wash load are machine-washable and suitable for tumble drying.
• Separation: Customers must separate whites, darks, and colours prior to handover. We do not accept liability for colour bleed, shrinkage, or heat damage resulting from the inclusion of delicate, dry-clean-only, or woollen garments in a standard service wash.

8. Collection, Delivery & Custody

• In-Transit Responsibility: We maintain custody and care of your items throughout vehicle transit between your premises and our processing facilities.
• Safe Place & Concierge Drop-Offs: If you specifically instruct our driver to deliver your order to an unattended "safe place" (such as a porch, garden store, or external drop box) or hand over items to a third party (such as a residential concierge or reception desk), our custody and responsibility conclude upon delivery and digital photographic confirmation at that requested location.
• Prompt Inspection: We encourage customers to inspect items promptly upon return.

9. Notification of Concerns (Claims Window)

• Visible Damage or Finish Concerns: Please notify our team in writing within 48 hours of receiving your items, providing your order number, clear photographs, and a description of the issue before the garment is worn, altered, or treated elsewhere.
• Missing Items: Please notify us within 7 days of the scheduled completion date to enable our facility team to review order tracking, barcode scans, and security records.

Note: These administrative windows enable prompt and reliable investigation while evidence is fresh. They do not exclude or diminish your statutory rights under the Consumer Rights Act 2015.

10. Fair Compensation & Valuation Methodology

Where an item is lost or damaged as a direct consequence of our failure to exercise reasonable care and skill, we resolve claims fairly and objectively:

• Current Market Value: In line with UK civil damages principles, compensation is assessed on the basis of the item’s fair second-hand market value at the time of loss, rather than the cost of a brand-new replacement. We consider original purchase price, age, wear and tear, and industry standard depreciation scales (referencing the DLI (Dry Cleaning & Laundry Institute) and TCATA (Textile Care Allied Trades Association) Fair Compensation Guidelines).
• Proof of Value: Customers will be asked to provide reasonable documentation of value and age (receipt, digital invoice, or bank statement). Where documentation is unavailable, a fair market valuation will be established based on current second-hand sales data for equivalent items.
• Settlement Method: Approved settlements will be remitted via bank transfer or original payment method. Customers opting for Store Credit will receive an additional 10% bonus credit above the agreed valuation.
• Retention of Salvage: Where a full market-value replacement settlement is paid for an irreparable item, Hyper Laundry Ltd reserves the right to retain the damaged article.

11. Uncollected Items & Statutory Notice of Disposal

Where completed orders remain uncollected or cannot be delivered after reasonable attempts:

• Complimentary Storage: Orders are stored securely free of charge for up to 30 calendar days from the ready notification date.
• Extended Storage: After 30 days, we reserve the right to apply an administrative storage fee of £5 per week.
• Statutory Notice under the Torts (Interference with Goods) Act 1977: If goods remain uncollected after 90 calendar days, we will issue a formal written Notice of Intention to Dispose to your registered contact details, providing 14 calendar days to collect the property and settle any outstanding balance. If goods remain uncollected upon notice expiry, items may be donated to registered UK charities or responsibly disposed of to recover incurred handling costs.

12. Contact & Dispute Resolution

If you have any questions, feedback, or concerns regarding your order, please contact our management team directly:

• Telephone: 020 8058 8207
• Email: [email protected]
• Operating Hours:
  • Monday – Friday: 08:00 – 19:00
  • Saturday: 09:00 – 18:00
  • Sunday: 11:00 – 17:00

These terms are governed by the laws of England and Wales. Any disputes not resolved informally shall be subject to the exclusive jurisdiction of the courts of England and Wales.