Terms of Service

Effective from: 1st March 2026

These Terms of Service ("Terms") set out the agreement between Hyper Laundry Ltd ("Hyper Laundry & Dry Cleaners", "Hyper Laundry", "Hyper Dry Cleaners", "we", "us", or "our") and our customers for the provision of garment care, laundry, dry cleaning, pressing, ironing, alterations, repairs, and collection and delivery services.

Statutory Rights Protected: Nothing in these Terms 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 legal protections under UK consumer law.

1. The Agreement & Related Policies

• By booking a service online, by telephone, via our collection and delivery service, or by handing items over at our premises, you agree to these Terms.
• These Terms operate in direct conjunction with our Garment Care, Liability & Compensation Policy and Refund Policy.
• In the event of any specific question concerning fabric behaviour, pre-existing garment wear, or damage valuation, the detailed provisions of the Garment Care, Liability & Compensation Policy shall apply.

2. Standard of Service & Care Labels

• In accordance with Section 49 of the Consumer Rights Act 2015, we perform all services with reasonable care and skill, using professional machinery, eco-friendly solvents, and industry-approved methods.
• Manufacturer Care Labels: We follow manufacturer care instructions where present and legible. We cannot accept liability for shrinkage, colour bleeding, or structural damage where we have adhered strictly to the garment's stated care label. In such instances, liability resides with the garment manufacturer or retailer.
• Missing or Illegible Labels: Where care labels are absent, unreadable, or contradictory, our team will exercise professional judgement to determine the safest cleaning protocol. Processing of unlabelled garments is carried out on this basis, and we are not liable for damage arising from inherent fabric weaknesses that could not reasonably have been detected prior to processing.
• Explicit Customer Instructions: Where an item is marked "Do Not Wash" and "Do Not Dry Clean", processing will proceed only with your explicit instruction and informed acceptance of the inherent risk.

3. Customer Due Diligence: Pockets & Detachable Items

• Customers must thoroughly inspect and empty all pockets and remove all detachable accessories (including cufflinks, removable collar stays, brooches, pins, and decorative belts) before handing garments to our team or driver.
• Hyper Laundry Ltd accepts no responsibility for the loss of valuables, cash, jewellery, payment cards, or personal effects left inside pockets or attached to items.
• To the fullest extent permitted by law, Hyper Laundry Ltd is not liable for secondary staining, tearing, or colour transfer caused to your garments or other items resulting from undeclared pocket contents (such as pens, markers, lipsticks, cosmetics, coins, or tissues), unless such damage directly results from our clear oversight of an obvious and declared hazard.

4. Bulk Service Wash (Wash & Fold)

• Bulk service wash loads are washed and tumble-dried at standard commercial temperatures and are not inspected for individual care labels.
• Customers are responsible for ensuring that all items placed in a service wash bag are machine-washable and suitable for tumble drying, and for separating whites, darks, and colours prior to handover.
• We accept no liability for colour run, shrinkage, or heat damage resulting from the inclusion of delicate, dry-clean-only, or non-tumble-dry garments in a bulk service wash.

5. Collection, Delivery & Missed Appointments

• Transit Custody: We maintain custody and care of your items while in transit in our vehicles.
• Safe Place & Concierge Drop-Offs: If you specifically request our driver to leave completed orders in an unattended "safe place" (such as a porch, doorstep, or parcel box) or with a building concierge, our custody and responsibility conclude upon delivery and digital photographic confirmation at that requested location.
• Cancellations & Rescheduling: Scheduled collections and deliveries may be cancelled or rescheduled free of charge up to 2 hours prior to your allocated window. Cancellations made with less than 2 hours' notice, or instances where our driver attends the confirmed address but cannot gain access, may incur a £10 missed collection fee to cover driver scheduling and fuel expenses.

6. Concerns, Re-Cleans & Refunds

• Notification Window: Please inspect your items upon receipt. Any concerns regarding finish, cleaning quality, or visible damage should be reported in writing within 48 hours of collection or delivery, accompanied by photographs and your order details. Missing items should be reported within 7 days of the scheduled completion date to enable an immediate facility audit.
• Re-Clean Guarantee (Repeat Performance): In accordance with Section 55 of the Consumer Rights Act 2015, if you are dissatisfied with a cleaning result where reasonable care was not achieved, we will re-clean or re-press the item free of charge. Re-cleans are subject to fabric safety and will not be carried out where further treatment presents a high risk of permanent fabric destruction.
• Price Reductions & Refunds: In accordance with Section 56 of the Consumer Rights Act 2015, where repeat performance cannot resolve the issue or cannot be provided within a reasonable time or without significant inconvenience, you may be entitled to an appropriate price reduction or refund.

7. Liability & Fair Compensation

Where an item is lost or damaged as a direct consequence of our failure to exercise reasonable care and skill:

• Fair Market Value: In line with UK legal principles, compensation is assessed on the basis of the item’s fair second-hand market value at the time of loss or damage, rather than the cost of a brand-new replacement. Assessments account for initial purchase price, age, wear and tear, and industry standard depreciation guidelines (referencing the Textile Care Allied Trades Association / DLI Fair Compensation Guidelines).
• Proof of Value: Customers will be asked to provide reasonable evidence of value and age (such as an original receipt, digital order confirmation, or bank transaction). 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 paid via bank transfer or the original payment method. Customers electing to receive compensation as Store Credit will receive an additional 10% bonus value above the agreed monetary figure.
• High-Value Items: Items of extraordinary value (exceeding £250) or irreplaceable sentimental items must be declared prior to handover so specialist handling can be arranged.
• Retention of Salvage: Where full replacement market value has been compensated for an irreparable item, Hyper Laundry Ltd reserves the right to retain the damaged article.

8. Uncollected Items & Statutory Notice of Disposal

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

• Complimentary Storage: Orders will be stored securely free of charge for up to 30 calendar days from notification that they are ready.
• Extended Storage Fee: After 30 days, we reserve the right to apply an administrative storage fee of £5 per week.
• Notice under the Torts (Interference with Goods) Act 1977: If goods remain uncollected after 90 calendar days, we will serve 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 following the expiration of that notice period, we reserve the right to donate the items to registered UK charities or dispose of them responsibly to recover incurred cleaning and storage costs.

9. Governing Law & Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by the laws of England and Wales. The courts of England and Wales hold exclusive jurisdiction.

Company & Legal Disclosures

Hyper Laundry Ltd is a private limited company incorporated and registered in England and Wales.

• Company Registration Number: 14448121
• Registered Office: 19 Station Parade, Uxbridge Road, Ealing, London, W5 3LD United Kingdom
• Customer Enquiries: [email protected]
• Telephone: 020 8058 8207
• Operating Hours:
  • Monday – Friday: 08:00 – 19:00
  • Saturday: 09:00 – 18:00
  • Sunday: 11:00 – 17:00